A 311 supervisor-trainer watches a clerk complete one ticket cleanly and is ready to sign the clerk off as competent. What does sound evaluation require?
Select an answer to reveal the explanation.
Short Explanation
One clean ticket is a snapshot, not a movie. Maybe it was the easy call. Watch that clerk on several tickets before you stamp "ready for the queue." A smile card is not a skill check.
Full Explanation
CTT+ 5A requires multiple observations and evaluations of each learner. A single successful 311 ticket can be luck, an easy case, or coaching that will not be there on the floor. Additional observations — across tickets or tasks — produce a fairer judgment of the clerk's skill. Self-report and smile sheets do not replace those observations.