Human Resources Division
Customer Service Plan
Customer Service Standards: Human Resources Policy
Articulates, explains, interprets, and facilitates the implementation of guidelines, practices, procedures, new regulations, and laws related to human resources activities. Includes the following functional areas:
Classification Policy - the process of providing policy development and advisory services to managers, supervisors, and employees relative to position classification and position management.
Employment/Staffing Policy - the process of providing policy development and advisory services to managers, supervisors, and employees relative to staffing.
Pay and Leave - the process of providing policy development and advisory services to managers, supervisors, and employees relative to the administration of the pay and leave laws, rules, and regulations. Responsibilities include the operational support of the Mission Area’s Leave Sharing Program, the Annual Leave Restoration Program and the Flexible Work Schedule Program. The unit also provides comprehensive training and technical oversight for all timekeepers.
Quality Oversight & Employee Records - the process of providing policy development, operational support, and advisory services relative to the NFC systems and employee records, and to provide support to HRD staff by ensuring consistent, legal, and effective quality service is provided to our customers.
Recruitment of Students and Persons with Disabilities – the process of collecting, reviewing, and referring students and persons with disabilities to REE managers. Coordinates and tracks progress of all REE Student Programs throughout the year.
SES and Senior Level Positions - the process of providing operational and staff support to top-level management in REE for the staffing, classification, and position management and performance management of Senior Executive Service, Senior Level, and Senior Scientific Research Service positions in the mission area.
System Support – the operation of HRD automated programs and services. Provides work force reporting and information services.
Standards
Maintains open and continuous communication with customers; listens to their needs; provides clear, complete, and correct information; provides updates as each situation warrants, notifies customers of problems promptly; and sets mutual realistic dates with customers for completion of assignments.
Communicates information on changes in human resources laws and regulations. Where changes require new or revised Policies and Procedures, issues interim guidance on changes to customers immediately for their use.
Interprets new laws and regulations, prepares appropriate guidance or Policies and Procedures; and communicates information in user-friendly and accessible formats.
Discusses with customers and publishes time frames for completion and issuance of Policies and Procedures.
Consults with and solicits input from managers, supervisors, and appropriate personnel in developing Policies and Procedures and in the performance of special program activities.
Responds to inquiries.
Classification Policy |
Action Requested |
Typical Time Framesfor Completion* |
Responds to customer inquiries |
Within 1 business day |
Reviews and evaluates classification appeals |
Within 30 business days after receipt of documentation |
Interprets new class standards and provides training |
Within prescribed time frames |
Performs organizational and/or position management studies |
Within prescribed time frames |
Employment Policy |
Action Requested |
Typical Time Frame for Completion* |
Interprets new laws and regulations and conducts training
|
Within prescribed time frames |
Makes recommendations to approve/disapprove veteran preference passovers for qualification requirements
|
Within 2 business days |
Prepares reports e.g., Career Enhancement Program, Administrative Careers With America (ACWA)
|
Meets deadline requirements as set by the Department, OPM, etc.
|
*Time frames may be altered as a result of changed staffing levels, client requirements, priorities established by management, and/or new policies and procedures.
Actions not submitted in a timely manner will cause delays in processing.
Employment Reports and Systems Support |
Action Requested |
Typical Time Frame for Completion* |
Provides information for agency full-time employees, employment profiles, and special report requirements |
Within 5 business days depending upon the complexity and programming required to develop the information |
Processes and assigns user identification for HRD web-based and NFC-HR based systems |
Within 1 business day |
Responds to HRD automated systems operational problems |
Immediately |
Reviews and responds to Entry, Processing, Inquiry and Correction System (EPIC) operational problems |
Within 2 business days |
Pay and Leave |
Action Requested |
Typical Time Frame For Completion* |
Responds to inquiries from timekeepers that include issues surrounding troubleshooting software issues |
Within 1 business day |
Provides advisory services related to timekeepers and managers on pay and leave policies (non-research) |
Within 1 business day |
Provides policy advisory services to management related to pay and leave programs and authorities (in-depth research) |
Within 5 business days |
Processes completed Leave Transfer Program package that includes medical documentation, audits, and application |
Within 10 business days |
Reviews proposed legislation related to pay and leave issues for submitting comments and suggestions |
Meets deadline as set by the Department, OPM, OMB or other customers |
Provides 3-day training to timekeepers |
Quarterly basis |
Makes Time Inquiry System (TINQ) adjustments to NFC database upon receipt of a signed and completed leave audit from timekeepers |
Meets payroll deadline |
PostDoc/Employment/Recruitment Policy |
Action Requested |
Typical Time Frame for Completion* |
Interprets new laws and regulations in areas of responsibility including the ARS Postdoctoral Research Associate Program, Reduction-in-Force (RIF), and Career Transition Assistance Program |
Communicates information on changes within 10 business days of receipt. Where changes require new or revised Policies and Procedures, issues interim guidance on changes to customers immediately for their use. Postdoctoral Research Associate Program Coordinator issues guidance to mentors receiving Headquarters (HQ) funding within 3 business days of Administrator’s announcement |
Posts advertisements for postdoc vacancies |
Within 3 business days of receipt |
Maintains current information on citizenship and employment of noncitizens on the HRD website |
Ongoing |
Quality Oversight & Employee Records |
Action Requested |
Typical Time Frames for Completion* |
Forwards National Agency Check With Inquiry
(NACIs) to OPM (Boyers, PA) |
Within 5 business days |
Distributes reports received from NFC |
Within 2 business days |
Meets with lead assistants |
As needed or monthly |
Processes garnishments |
Within established regulatory timeframes |
Responds to requests for Official Personnel Folders |
Within 2 hours |
Verifies employment |
Within 2 business days |
Files official documents in OPFs |
Ongoing |
Responds to Freedom of Information Act (FOIA) requests
|
Within 2 business days |
*Time frames may be altered as a result of changed staffing levels, client requirements, priorities established by management, and/or new policies and procedures.
Actions not submitted in a timely manner will cause delays in processing.
Recruitment of Students and Persons With Disabilities |
Action Requested |
Typical Time Frame for Completion* |
Responds to inquiries from the general public and
Human Resources Specialist (HRS) |
Within 1 business day |
Refers applications to HRS and/or Managers |
Within 3 business days of request |
Prepares Departmental annual reports: Affirmative Action Program Plan, Disabled Veterans Affirmative Action Plan, Federal Equal Employment Opportunity Plan, and Student Reports
|
Submitted annually |
Facilitates recruitment for Doctor of Veterinary Medicine/Ph.D. program
|
Within prescribed deadlines |
Acts as contact point for all student programs and prepares reports to the Department
|
Within prescribed deadlines |
Responds to inquiries from students and applicants with disabilities
|
Within 1 business day |
Refers applications from applicants with disabilities to appropriate HRS and appropriate position vacancy
|
Within 3 business days of receipt |
SES and Senior Level Research Positions |
Action Requested |
Typical Time Frame for Completion * |
Advertises REE senior level vacancies |
Within 3 business days of Departmental approval |
Prepares personnel actions for senior level positions |
Within 3 business days of Departmental approval |
Coordinates SES performance documentation |
In accordance with established Departmental time frames |
Coordinates and processes Presidential Rank Awards |
In accordance with established time frames |
Coordinates and processes Intergovernmental Personnel Act appointments/details |
Within 3 business days of Administrator approval |
Responds to employees inquiries |
Within 2 business days |
* Time frames may be altered as a result of changed staffing levels,client requirements, priorities
established by management, and/or new policies and procedures.
|
