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Six members of the 1st Ward post office Customer Advisory Council (CAC) and one staff member from Alderman Manny Flores office met with three managers and supervisors from the U.S. Postal Service in the fifth meeting of the CAC at the Wicker Park post office (60622). The CAC members were from two zip codes (60622 & 60647) in the 1st Ward. The post office managers included the Station Manager for Wicker Park Station (60622), a supervisor from Roberto Clemente Station (60647) and the interim Station Manager for Daniel Doffyn Station (60618).
The CAC noted that time-of-day delivery continues to improve in all three Zip Codes excepting when substitute carriers are covering a particular route. Delivery as late as 10PM can still happen when there is no regular carrier on a route. Complaints were presented involving mail that is improperly inserted in boxes along carrier route 40 (60622), lobby littering by carriers at 2108-2118 W. North Avenue (60647) and telephone courtesy at Roberto Clemente Station (60647). Additional complaints involved difficulty in obtaining redelivery of mail or packages requiring signature. The USPS managers advised the CAC that a misinformed supervisor at Clemente Station (60647) had provided incorrect information to the customer on this topic. Supervisors are empowered to take telephone messages regarding redelivery at any time during business hours (or via the national 800-ASK-USPS number, 7AM-7PM CT Mon-Sat). It is only necessary to directly contact the individual carrier by phone at the appropriate local number [click here for numbers] between 7AM and 9:30AM, when the redelivery request is for that same day. Carrier recruiting and retention continues to be a challenge for all three Zip Codes. Newly hired carriers are often surprised at the physical labor and work ethic required and the drop-out rate is high in the first ninety days. Within the Chicago District many post offices that are shorthanded have been provided with experienced carriers relocated from other Zip Codes to temporarily alleviate delivery problems. But this solution sometimes leads to difficulties for other customers who lose veteran carriers. In addition, newly assigned carriers (new hires and transfers) need time to familiarize themselves with the quirks of a particular route and this can temporarily affect delivery time-of-day. As an example, over the past few months 60647 has lost 13 carriers, gained 18 new carriers, expects to retain 10 of those 18 and has been promised 5 more in mid-October. 60622 has recently added 3 carriers but had to give up 2 veteran carriers who were reassigned to assist at 60647. Some routes still do not have regular carriers and are being covered with substitutes which makes late delivery and misdelivery more likely. Both 60618 and 60622 now have locally based "Customer Care" representatives to assist with customer problems and who are expected to recontact the customer with information within one business day. At 60618 the new rep is Martin Lugo (773-478-8987). The 60622 rep is Kelly Wells (773-278-2069). The Customer Care rep for 60647 has resigned and recruiting is underway for a replacement. Until then, customers can contact Carrier Supervisor Martha Rodriguez or Supervisors Joan Medina, Jackie Glen and Donald Smith at 773-489-1475. The USPS managers at the meeting urged that customers with complaints let them know about the problem as soon as possible. Daniel Doffyn Station (60618) employees recently attended a Town Hall meeting with Chicago District Postmaster Gloria Tyson, Alderman Mell (33rd Ward) and Alderman Flores (1st Ward). This internal discussion of employee and customer problems lead to the additional of five more carriers, five new vehicles, four more lobby clerks, a pledge to attempt to hire from within the local community, plans to rehab the post office lobby (with a mobile unit to assist customers during construction), assignment of a supervisor and a customer assistant to be in the lobby daily from 11AM to 1PM and the addition of passport services. Phase 1 of the project begins November 1 2007. Wicker Park Station (60622) has obtained approval for some building renovations including the lobby window stations plus lighting and back room improvements. In addition the station will be getting a second janitor. 60622 has recently received 27 delivery vehicles. Although there is an ongoing situation with graffiti "tagging" in the parking area - which can cause a truck to pulled from service if the material is deemed offensive - this new resource has directly contributed to earlier deliveries because mail can be transported directly to the route by the assigned carrier. Fewer carriers now have to wait for a single, larger truck to restock their relay boxes before beginning their routes. Some 60622 multi-unit buildings are having the individual boxes relabeled for clarity at USPS expense and USPS is also offering to purchase cluster boxes for some developments (e.g., Noble Square). Building managers or developers can contact Station Manager Mary J. Ware for details (773-278-2069). USPS management changes were announced: >> 60618 will get a new Station Manager. Gregory Willis begins at Daniel Doffyn Station on October 29 2007. His eMail is Gregory.Willis@usps.gov >> Chicago has a new Area Manager. Daniel P. Davis is now at the downtown office. His eMail is Daniel.P.Davis@usps.gov The next CAC meeting is scheduled for 6:30PM, Tuesday November 13 2007 at Wicker Park Station, 1635 W. Division Street (60622). |
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