1520
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                 FSM 1500 - EXTERNAL RELATIONS
                    WO AMENDMENT 1500-90-1
                       EFFECTIVE 6/1/90

            CHAPTER 1520 - PUBLIC SERVICE PROGRAMS

                           Contents

1520.1   Authorities (Reserved)
1520.2   Objectives (Reserved)
1520.3   Policy (Reserved)
1520.4   Responsibility (Reserved)
1520.5   Definitions (Reserved)

1521     HOST PROGRAM
1521.02  Objective
1521.03  Policy
1521.04  Responsibility
1521.04a All Employees
1521.04b Line Officers
1521.04c Director, Recreation Management Staff, Washington 
         Office
1521.05  Definitions
1521.1   Training
1521.2   Providing Responsive and Courteous Public Service

1522     CONSUMER AFFAIRS (Reserved)

1523     PUBLIC COMPLAINTS (Reserved)

1521 - HOST PROGRAM

1521.02 - Objective.  To make responsive and courteous service 
to the public a keystone of all Forest Service public contact.

1521.03 - Policy

    1.  Train all employees to provide responsive and courteous 
service in all public contacts.

    2.  Monitor responsive and courteous public contact as an 
element of program management and activity reviews (FSM 1410).

    3.  Emphasize HOST values in recruitment and selection 
criteria for public contact positions.

1521.04 - Responsibility

1521.04a - All Employees.  All employees shall provide 
responsive and courteous service to the public in all aspects 
of their jobs.

1521.04b - Line Officers.  Line officers shall ensure that 
their employees are aware of HOST values and trained in 
techniques appropriate to their jobs to provide responsive and 
courteous service to the public.  Line officers shall monitor 
and evaluate employee contacts with the public.  Line officers 
shall designate an individual in the unit to coordinate HOST 
program activities.

1521.04c - Director, Recreation Management Staff, Washington 
Office.  The Director, Recreation Management Staff, Washington 
Office shall:

    1.  Maintain the HOST program.

    2.  Establish Service-wide guidelines and standards for 
responsive and courteous public service.

    3.  Develop employee-awareness training about the HOST 
program.

1521.05 - Definitions

    1.  Public means all people, including Forest Service 
employees and other representatives of the Forest Service, who 
seek information or use National Forest lands.

    2.  Employee means any person -- salaried, human resource 
program enrollee, or volunteer -- who represents the Forest 
Service to the public.

    3.  Public contact includes telephone management, letter 
writing, office operations, person-to-person communications, 
and mass media techniques for print and electronic 
communications.1521.1 - Training.  Develop training that raises awareness of 
HOST values and each employees' responsibility to provide 
responsive and courteous service to the public; covers specific 
techniques of public contact; and enables personnel with 
supervisory responsibilities to establish acceptable standards 
for public contact.

1521.2 - Providing Responsive and Courteous Public Service

    1.  Review and adjust policies and procedures, when 
necessary, to ensure courteous, responsive public service.

    2.  Review effective public contact as part of program 
management and activity reviews (FSM 1410).  Consider:  work 
habits; attitudes toward public; responsiveness to incoming 
correspondence and other types of requests; telephone 
management, appearance, and effectiveness of personnel; 
adequacy of signs, facilities, and print and electronic public 
information media; and accessibility of buildings and 
facilities.