Olivia Nava

Adjudication Knowledge, Application, Production, and Quality

• Accurately applied citizenship/nationality law, passport regulations, and procedural requirements for all cases.
• Determined sufficiency of identity and citizenship evidence, resolving insufficient cases.
• Researched applicable laws and regulations to resolve complex cases.
• Compared passport issuance system information against clearance databases to identify holds.
• Maintained high standards of quality in adjudicative decision-making.
• Ensured complete archival records by attaching or recording pertinent documents.
• Adjudicated an average of 15-20 applications per hour at Desk DS-11.

Passport Fraud Awareness and Prevention

• Identified inconsistencies indicating potential fraud.
• Completed fraud indicator checklists and referred suspect cases to the Fraud Prevention Unit (FPU).
• Participated in inter-agency anti-fraud programs.
• Identified and researched suspect and potentially counterfeit citizenship documents.
• Demonstrated consistent vigilance in fraud detection.

Effective Internal and External Customer Service

• Maintained high-quality data accuracy.
• Administered oaths and adjudicated applications at the public counter.
• Adjudicated applicant response cases and re-adjudicated reissue, refile, rewrites, and replacement cases.
• Assisted in outreach programs, congressional inquiries, special projects, and training for acceptance agents (AAs).

Process Integrity

• Served as the rotational Holds Officer as needed.
• Assist with the repatriation program to serve over 120 post world wide.
• Followed passport services procedures and directives.
• Mentored, trained, and provided technical guidance to lower-graded passport specialists.
• Provided direction in the absence of management.
• Contributed ideas to improve agency workflows.

Customer Service

• Documenting all information using Microsoft Excel spreadsheets.
• Locating and reviewing applications in databases.
• Managing incoming and outgoing mail (Counting, opening, sending, and matching to the proper applications).
• Contacting applicants to assist with further needed information.
• Assisting Department of State with requested special Projects.
• Running the public counter (accepting applications along with payments and verifying the applicant has all required documents.
• Assist in training support associates in the essential job functions.
• Reviewing all applications have the required information and payments.
• Verifying all boxes have the correct amount of applications.
• Reviewing and verifying all images are appropriate for a passport photo- editing.
• Preparing applications for adjudication.
• Verification: 100 applications per hour.

Cashier Associate

• Verifies the fees collected for Passport applications match the type of application submitted.
• Review and batch Passport applications.
• Assist in the preparation of the daily deposit.
• Verifying information on applications.
• Sorting mail.
• Review and fix images on applications.