When should a Postal Service employee escalate an issue?

A Postal Service employee should escalate an issue when it exceeds the clerk's authority or requires managerial oversight. This scenario typically arises when a situation involves sensitive information, complex procedures, or decisions that fall beyond the standard operational procedures that the clerk is authorized to handle. By escalating the issue appropriately, the clerk ensures that the customer receives accurate and authoritative assistance, which can help in resolving the matter more effectively.

This practice also maintains the integrity of operations within the Postal Service, ensuring that employees do not overstep their designated responsibilities. Escalation is critical in situations where compliance with policies, regulations, or legal guidelines is at stake, as it enables a more experienced or higher-level employee to address the issue with the necessary authority and expertise.