Date Published: March 12, 2013
By Jackie Todd, Office of Media Relations
You have questions and HR has answers.
Need information about human resources (HR) or payroll-related issues? Just visit the HR Service Center. Using self-service and interactive components, this online resource offers accurate, reliable and comprehensive information in one area.
“We want to give our customers a one-stop experience in finding the information that they need,” said Michelle Piekutowski, chief human resources officer. “With the HR Service Center, our customers do not have to spend valuable time and resources searching multiple Web pages to get answers to their questions.”
The HR Service Center is comprised of three components: frequently asked questions (FAQs), Ask-HR and HR Toolkits.
FAQs are a self-service tool. They are sorted into audience types, such as faculty, staff and supervisors. These documents are constantly updated with questions that come into the HR Service Center. Within each audience type, there are categories and subcategories, which makes navigating and searching for a question quick and easy.
Can’t find what you need in the FAQs? Just Ask HR! Ask-HR provides an interactive experience where employees can submit questions online. The questions are fielded by trained HR representatives who are segmented into teams that deal with specific areas such as benefits, recruitment, payroll and many others.
Once a question is submitted, it is assigned a “ticket” and forwarded electronically to an HR team member who will then follow up with the customer directly.
To ensure that submissions are being addressed in a timely manner, Human Resources has implemented dashboard technology, which tracks the ticket from submission to conclusion.
“This system gives me the opportunity to monitor all Ask-HR requests to ensure that our customers are getting the information they need when they need it,” said John Mueller, director of customer service. “It’s an efficient and reliable process.”
HR toolkits offer consolidated information on a variety of HR topics and functions. Presented with the same look and feel, each toolkit includes a step-by-step process and features links to relevant HR forms, policies, related documents and a glossary. HR toolkits are continuously being developed for all audience types, similar to those established for FAQs.
“We are developing a comprehensive assortment of HR toolkits in an easy-to-follow format to help our customers in preparing and processing common HR transactions,” explained Mueller.
Next time you need HR information or service, visit the HR Service Center!
Have an idea about a faculty or staff profile, contact Jackie Todd at firstname.lastname@example.org.