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Work closely with assigned courier to orchestrate the timely delivery of passport(s) or visa(s) by providing information for delivery and pickup of passports to and from the U.S. Department of State, embassy(ies) and/or consular offices.
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Prepare professionally written correspondence to federal travelers and to the Department of State and foreign consulates to obtain official or diplomatic passport and visas.
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Assist Federal travelers’ urgent requests, by providing guidance and assistance when travelers are unable to meet the timeframe to obtain an official or diplomatic passport or visa for official travel through the Office of Travel Management.
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Maintain a High Level of Customer Service.
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Track and Report Passports and Visas –Provide up-to-date reports of all passports and visas processed on a weekly and monthly basis, and at the end of the fiscal year.
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Maintain Standard Operating Procedures that govern the day-to-day operations of the federal agency’s passport and visa services. Make the SOP available at all times to the Director, Office of Travel Management and Contracting Officer’s Representative (COR), as requested.
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Maintain a Passport and Visa Fact Sheet and Frequently Asked Questions for website.
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Meet deadlines for special projects as requested by the Federal Agency.
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Exemplify a positive, caring and customer-centric attitude toward all federal travelers through the use of positive and courteous verbal and written communications.
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Manage Official and Diplomatic Passports and Visas issued to federal or contractor travelers. Ensure that all passport information is included in the agency’s FTMS. Monitor FTMS passport expiration alerts. Annotate within the agency’s FTMS, and other agency’s tracking system the status of all Official and Diplomatic Passports as issued, do renewed, cancelled, revoked or transferred, etc.
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Passport Cancellation/Hold/Disposal – Return all Official and Diplomatic Passports to the U.S. Department of State for cancellation upon retirement or separation of federal employment. Upon the transfer of a Federal employee to another federal agency, send the passport to the U.S. Department of State to Hold for transfer to another agency. Dispose of all records, including applications, photos, other personal identification documentation associated with the issuance of an Official and or Diplomatic passport, as directed by the Director, Office of Travel Management
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Manage Official U.S. Passports and Visas for all Federal Personnel and create billing packets for reimbursement to the Agency for travel post-payment audits.
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Possess expert knowledge of the Department of State’s (DoS) passport and visa policy and guidelines, the Department of State’s Passport service requirements, the Federal Travel Regulation, the Federal Agency’s Travel Order 550.1--Official Travel to effectively manage all U.S. Official and Diplomatic passports and visas for the Federal Agency
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Manage the day-to-day process of obtaining passports and visas for federal personnel in accordance with all applicable laws and regulations.
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Prepare well written correspondence to embassies, consular offices, the Department of State (DoS), the Department of Defense (DOD); or to Federal Agency employees in order to effectuate the process of obtaining a passport or visa.
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Conduct profile maintenance, facilitate profile transfers and input passport and visa information (including expiration dates) into the Department’s Foreign Travel Management System (FTMS).
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Keep meticulous records for tracking and controlling passports and visas and take necessary steps, with the traveler, to bring about timely passport renewals and avoid lapses in paperwork.
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Avoid retaining copies of documents that are disallowed by DoS and follow the Agency’s and DoS standards on safeguarding passports and Controlled Unclassified Information.
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Utilize Microsoft Excel templates, the Concur Travel System and the STARS financial system to facilitate creation of post-payment audit documents for submission to Accounts Receivable upon receipt of travel post-payment audit findings.
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Other duties as assigned