Human Resources Division
Customer Service Plan
Customer Service Standards: Employee Relations
Provides advice and counsel to address and resolve problems related to conduct, performance, ethics, and labor relation’s issues. Represents the agency in official proceedings and ensures compliance with applicable law, regulation, and policy.
Cooperative Resolution Program – the process of solving workplace conflict through consultation, mediation, and Conflict Management Training.
Ethics – the process of coordinating and administering the Ethics Program, the Financial Disclosure Reporting Campaign, and Ethics Training for REE.
Labor Relations - the process of providing timely Labor Relations guidance to managers and supervisors. Ensuring management meets all requirements of Federal Service Labor-Management Relations statute. These include notification of negotiations, grievances, information requests, and third-party proceedings.
Standards
Maintains open and continuous communication with customers; listens to their needs; provides clear, complete, and technically sound advice and counsel to customers.
Works with managers and employees to develop best solutions for complex and sensitive problems; explores and discusses the full range of options including innovative and creative approaches and recommends actions that are consistent with case law, regulations, and agency past practice.
Provides regular (at least weekly) feedback to customers on the status of cases. Case work includes research, analysis of documentation, and preparation of appropriate actions. The time frames outlined in the following chart are for routine actions; however, urgent and time-critical actions will be accomplished expeditiously.
Cooperative Resolution Program |
Action Requested |
Typical Time Frames for Completion |
Responds to inquiries regarding consultations, mediations, Conflict Management Trainings |
Within 1 business day |
Selects mediators |
Within 2 business days of voluntary consent of parties |
Contacts parties |
Within 2 business days from time of request |
Conducts mediations |
At the earliest convenience of all parties |
Employee Relations |
Action Requested |
Typical Time Frames for Completion |
Prepares Letters of Warning/Caution |
Within 10 business days after receipt of required documentation |
Prepares Letters of Reprimand |
Within 15 business days after receipt of required documentation |
Prepares Proposed Suspension Letters |
Within 30 business days after receipt of required documentation |
Prepares Proposed Removal Letters |
Within 30 business days after receipt of required documentation |
Prepares Probationary Termination Letters |
Within 30 business days after receipt of required documentation |
Prepares Performance Improvement Period (PIP) Letters |
Within 30 business days after receipt of required documentation |
Prepares Denial of Within Grade Increases (WGI) Letters |
Within 30 business days after receipt of required documentation |
Prepares grievance responses |
Within established time frames |
Investigates and responds to OIG hotline complaints |
Within established time frames |
Represents the Agency in third-party proceedings |
Within established time frames |
Provides clear, complete, and technically sound advice and counsel to customers |
Within 5 business days of the initial inquiry or sets mutual realistic dates with customer for completion of assignments |
Ethics |
Action Requested |
Typical Time Framesfor Completion |
Responds to request for Outside Employment/Activity |
Within 5 business days after receipt of required documentation |
Reviews Grants, Agreements, Cooperative Research and Development Agreements (CRADA’s) and Memorandum of Understanding (MOU’s) for conflict of interest |
Within 5 business days after receipt of required documentation |
Responds to ethics related inquiries |
Within 7 business days after receipt of required documentation |
Reviews financial disclosure reports |
Within 30 business days after receipt of required documentation |
Disseminates guidance |
Within 30 business days after receipt of request |
Reviews and processes outside awards/travel |
Within 5 business days after receipt of required documentation |
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