Monday, February 24, 2025
USPS spotlights Post Offices that deliver for customers
The 5-Star Banner Program measures retail service
The Postal Service recently awarded 26 retail locations with the designation of 5-Star Banner Post Office, up from 12 in 2023.
Now in its second year, the 5-Star Banner Program honors Post Offices whose retail employees achieve high scores across a variety of customer service indicators measured by USPS, including a “mystery shopper” program, customer surveys and social media reviews.
“It’s all about positivity, highlighting our best practices, the employees and what they do every day through established criteria and targets,” said Misty Wilhelm, a USPS retail experience specialist.
The program was launched in April 2023, aligning with the Delivering for America plan to modernize USPS. Earlier versions of the program date to 2005.
To achieve a 5-Star Banner Post Office designation, an office must have a retail customer experience score of 100 percent, which measures location appearance, employee engagement and how the office meets shipping needs.
These offices also need to achieve a score of at least 95 percent on their point-of-sale satisfaction surveys and get two or more positive customer reviews on social media.
Retail associates at 5-Star Post Offices receive lapel pins. The Post Offices receive posters and other signage trumpeting the designation, which can be displayed for up to 90 days.
“We want employees to be recognized for customer-centric environments and for what they do naturally because positivity spreads. It’s contagious,” said Wilhelm.
Franklin, PA, Postmaster Lacey Stokes helped design the criteria for the program, drawing upon her experience as an 11-year USPS employee.
“I came back from a detail assignment and went over the program with my clerks, gave them the stand-up talk, explained what the program was and how to receive the recognition and my retail associates just ran with it from there,” she said.
Heroes
She found a customer collapsed in his home
The rural carrier noticed the man’s mail piling up and stopped to check on him
Rural Carrier Lisa Chaffee was delivering mail recently to a senior living community in North Huntingdon, PA, when she noticed mail stacking up at one of the apartments.
The man’s front door was ajar, so Chaffee called out to him and entered the home, where she found him lying on the floor of his living room.
The Postal Service employee called 911 and stayed with the 94-year-old customer until paramedics arrived. She then called his family members to tell them he had been taken to a hospital.
The man died several days later. His relatives credit Chaffee with making it possible for them to visit him one last time in the critical care unit.
Employees featured in “Heroes” receive letters of commendation through the Postmaster General Heroes’ Program. The nomination form is available on Blue.
Week in Review
Here’s what Link covered Feb. 16-22
A leadership transition and employee spotlights were in the news
Link kicked off the week with headline news: Postmaster General Louis DeJoy has asked the USPS Board of Governors to begin a search for his successor.
“After four and half years leading one of America’s greatest public institutions through dramatic change during unusual times, it is time for me to start thinking about the next phase of my life, while also ensuring that the Postal Service is fully prepared for the future,” he said.
“It has been one of the pleasures of my life and a crowning achievement of my career to have been associated with [the organization’s 640,000 employees] and their mission of public service. I look forward to working with them during my remaining time here.”
“On the Job” profiled one of those service-spirited employees: Chloe Bickman, a USPS customer services supervisor in New Orleans.
“Every day I learn something new,” she said. “USPS changes day to day, hour by hour. It’s fast-paced and keeps me on my toes.”
Meanwhile, “Heroes” offered yet more proof that letter carriers are the eyes and ears of their communities.
After finding a 94-year-old on the floor of his apartment, Lisa Chaffee, a rural carrier in Huntingdon, PA, called 911 and waited with him until paramedics arrived. The man died several days later, but his relatives credit Chaffee with making it possible to visit him one last time.
Link also reported Chenise LeDoux was named acting Southern Area vice president; the deadline for mobile device security training is Monday, April 14; MyHR has a new page promoting human resources events; and the American Vistas stamps for business mailers have been released.
Finally, “Off the Clock” profiled David Plybon, an equal employment opportunity program manager at the Postal Service’s Washington, DC, headquarters who sings with a local chorus.
“I can have the worst day, but when I get to rehearsal and start singing, all the other stuff just fades away,” he said.
March 3, 2025
Datebook
Virtual supervisory job fair
The Postal Service will offer a virtual job fair for supervisory positions on Monday, March 3, from 7 to 9 p.m. Eastern.
The fair will address the supervisory role, including responsibilities, potential career paths and how to find and apply for positions.
Sign language interpreters and closed captioning will be available, and after the fair, participants will be able to access a recording of it and the slides shown.
To participate, employees must complete an online registration form on MyHR, part of LiteBlue.
All participants must be a current career or noncareer Postal Service employee and attend while off the clock. Participation is voluntary.
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What's included
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USPS spotlights Post Offices that deliver for customers
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Heroes
She found a customer collapsed in his home
The rural carrier noticed the man’s mail piling up and stopped to check on him
-
Week in Review
Here’s what Link covered Feb. 16-22
A leadership transition and employee spotlights were in the news
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March3Datebook
Virtual supervisory job fair