Laura Jalbert

Supervisory Passport Specialist

US Department of State

12.2009 - Current

During my Fraud Rotation, I assisted Adjudication Managers, Supervisors, and Passport Specialists with fraud-related questions and complex cases and ran workload reports throughout each shift, monitoring the workflow and reallocating resources to maintain a balanced workload
Reviewed and made determinations on the acceptability of daily incoming fraud referrals from the adjudication staff
She provided feedback, through justifying unwarranted referrals to the Fraud Managers precisely explaining how the case should have been resolved through adjudicative methods and performed both the Fraud Supervisory and Adjudication Supervisory responsibilities of the office
My time management skills and superior job knowledge were major factors in my successful performance of both functions
Served as a liaison between the fraud office and the supervisor group by delivering important reminders during the supervisor’s monthly meetings
My daily fraud routine was running the workload report from the fraud tracking database to assess if changes in assignment were needed and supported open channels of communication with the fraud program managers, keeping them apprised of the workload for each of the fraud tasks, assigning the specialists tasks based on the backlog and aging reports, and shifting the work priorities throughout the day as needed
Supervises a team of six specialists
I monitor employee familiarity with and adherence to Passport Services rules and regulations
Monitor employee production rates, ensure timely and accurate submission of workload data, and ensure that both I and her team members attend all mandatory training
While evaluating the work of a newly hired passport specialist, I promptly identified that the trainee was significantly surpassing expectations, demonstrating exceptional efficiency while adjudicating passport applications
I advocated for the trainee to be accelerated through the new hire training program, proposing innovative suggestions and formulating a strategy to maintain the trainee’s engagement while introducing more challenging casework
I effectively plan and delegate while managing resources to balance priorities for the organization
I supervised a team of passport specialists who were assigned to a rotation in the Holds Unit
While tackling this workload, I also balanced the need to assist a colleague’s team who was out of the office on extended leave
I strategically allocated resources to prevent any unnecessary backlogs
Upon completion of my rotations in the Holds Unit, I would regularly consult other management members to guide them through their own rotational processes
Independently assumed responsibility for managing incoming inquiries, demonstrating her expertise by efficiently handling two cases from the public counter and a separate case with congressional interest
Volunteer for a department task force on processing OPR refunds
Due to my competence with technology and the OPR platform, I quickly became the go-to resource at the agency for this refund process
I received many kudos for assisting my peers with the process, and the team processed over 4,000 refunds
When I was on temporary duty assignment, I assumed the role of acting adjudication manager
In that capacity, managed my team as well as the three others in the company
Held weekly meetings with the supervisors, ensured that the workflow of the unit was maintained, and took the lead at the joint counter meetings with contract management
I took the acting role seriously and made a positive impact on the company
I communicate the needs of my employees through advocacy, ensuring timely compensation through the paid parental leave program or when an employee requests assistance through the Office of Accessibility and Accommodations
I keep my team well informed of changes to policy and information that is local to the agency through her weekly team meetings and informal conversations.

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Supervisory Passport Specialist

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Supervisory Passport Specialist

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