Test 1 Yn

Test 1 Yn PII - ANS Personal Indentifiable Information Privacy Act of 1974 - ANS Protects records about individuals that can be retrieved by personal identifiers What plays an integral part in Good customer service? - ANS Attitude, personal appearance, and pride in your job With Face to face customer service, customers evaluate what? - ANS Personal appearance, work area appearance, body language, and attitude Non face to face customer service is considered what? - ANS A direct form of customer service Three types of non face to face customer service - ANS Telephone Email Letters The parts to a standard greeting - ANS Greet Identify location Identify yourself Offer assistance When handling difficult customers it is important to? - ANS Never let a customer's negative attitude or perception of you influence the way you treat a customer. Treat everyone with kindness and respect, and make sure to control your actions When handling difficult customers make sure to never? - ANS Openly criticize Your co-workers when they make mistakes Disagree with policies, procedures, or instructions Join in on the customer complaints Examples of PII - ANS Name Social security number Date of birth Personal email Medical records Financial information Photos Home address Home phone number Collecting PII responsibilities - ANS Ensure that information is kept secure and protected Minimize the use, display, or storage if PII whenever possible Keep information timely, accurate, and relevant to the purpose Limit access to those who need to know Notify your supervisor IMMEDIATELY if you suspect or discover PII is lost or compromised Correspondence Manual - ANS SECNAV M-5216.5 Standard Subject Identification code - ANS SECNAV M-5210.2 Military personnel manual - ANS NAVPERS 15560 Telecommunications user manual (messages) - ANS NTP-3 awards manual - ANS SECNAVINST 1650.1 How to prep directives - ANS OPNAVINST 5215.17 Navy Directives Management Program Manual (Type directives) - ANS OPNAV M-5215.1 What Manual servers as the most up to date reference for all correspondence related guidelines - ANS SECNAV M-5216.5 Correspondence manual How do commands account for personnel? - ANS A command muster report How long are command muster reports maintained? - ANS 2 years longer is specified by command Who is the muster PO? - ANS Yeomans Naval messages are used to what? - ANS Convey time sensitive and important requests or information What determines the speed of service (SOS) objectives for messages? - ANS Precedence Instructions must be issued long term when 1 or more - ANS Establish, revise, implement policy Delegates authority or assign responsibility or action Assign a mission, function, task Establish a form or information collection requirements Notices may be issued as short term to obtain quick and controlled dissemination: - ANS Requests for comments, approval, or information Directions for routinely carrying out established operations Informative announcements How do you file classified directives? - ANS In Separate Binders and from unclassified Directives are listed by what? - ANS Issuing authority SSIC number Consecutive number Subject Date signed How do you file instructions? - ANS File them together and by SSIC, Consecutive number, and senior issuing authority How many awards can be given for same act, achievement, or period? - ANS One How many days prior to presentation should you submit award recommendations? - ANS 60 days- 90 days if lengthy chain of command How many parts are to a citation? - ANS 3 parts Who establish active award tickler system? - ANS Yeomans What does a award tickler system do? - ANS Track awards by initiated to presented Who annotates board action of awards? - ANS Yeoman Who update award tickler as it moves through chain of command? - ANS Yeoman What class of mail afforded the highest priority handling? - ANS Express mail What is the procedure to make record of receipt, location, or dispatch of mail? - ANS Mail control What are the types of messages? - ANS Single address Multiple address Book messages General message What are the message traffic networks? - ANS (NIPRNET) Nonsecure Internet Protocol Router Network (SIPRNET) Secure Internet Protocol Router Network SSIC is required on all of what? - ANS Department of the Navy records regardless of classification What is the most common types of message traffic viewed? - ANS Servicemember records What is the message traffic process - ANS 1. YN selects public folder 2. Select message traffic 3. Choose appropriate message 4. Review message Who do yeomans direct non recognizable mail to? - ANS Officer supervisor When are correspondence answered? - ANS Within 10 working days When are congress correspondence answered? - ANS Within 5 working days Who responsibility is to properly put markings on documents? - ANS Original or derivative classifier Where is SSIC located? - ANS In the upper right corner always What should be included in filing correspondence? - ANS Incoming documents, copy outgoing documents, and essential supporting documents What should be excluded when filing correspondence? - ANS Unnecessary working papers, earlier drafts, extra copies, and other related references or documents What is the cover sheet label form and color is top secret? - ANS Standard form 703 and orange What is the form and cover sheet label color of secret? - ANS Standard form 704 and red What is the form and cover sheet label color of confidential - ANS Standard form 705 and blue Which system is used by ships, small shore commands, or commands with minimal correspondence - ANS Centralized filing system Which system is maintained at department level with specific subjects at large shore commands? - ANS Decentralized filing system How many files are for incoming correspondence? - ANS Only one official file What maintain control over directives checked out? - ANS A tickler system What tracks directives? - ANS 5215 Notice What indexes current and recently cancelled directives issued by each command? - ANS 5215 notice How do you file notices? - ANS SSIC Cancellation date Issuing Authority How long is a notice good for - ANS 6 months Serialization logs should be created again? - ANS Each calendar year Other than maintaining a routine Serialization logs, there should be what? - ANS Different serialization for each classification What is required for every classified correspondence? - ANS A serial number Where are overall classification level markings located? - ANS At the top and bottom of the outside of front cover Title page First page Outside of the back cover or last page