Human Resources Division

Customer Service Plan

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TABLE OF CONTENTS
Print full document
• Vision Statement
• Code of Conduct
• Introduction
• REE Human Capital Plan
• President’s Management Agenda
• Customer Service Hand Pin Award
• Partnership Relationship
• Identification of Customers
• Services Provided
• Customer Service Standards
  • Human Resources Operations
  • Employee Benefits
  • Employee Relations
  • Human Resources Policy
  • Special Programs
  • Competitive Sourcing Program
• Appendix. Feedback and Suggestions

Customer Service Standards: Special Programs

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:

Cooperative Extension Service (CES) - the process of providing national leadership, advisory services, and policy guidance to the Cooperative Extension Service organizations of the land-grant university system relative to Federal appointments and Federal benefits.

Economic Position Classification System (EPCS) - the system through which the Economic Research Service determines the grade level of economist positions.

Employee Recognition and Performance Management - the process of providing policy development and advisory services to managers, supervisors, and employees relative to employee recognition programs and performance planning and appraisal systems.

Research Position Evaluation System (RPES) - the system through which ARS determines the grade level of professional research scientist positions.

Training and Employee Development - the process of providing a full range of human resource development services to managers, supervisors, and employees, which includes policy and procedural guidance, career development counseling, and training program development, coordination, and evaluation.

Work/Life Programs - the process of providing policy development and advisory service to managers, supervisors, and employees as it relates to the Flexible Workplace Program, the Transit Subsidy Program, the Employee Assistance Program, the Child Care Tuition Assistance Program, Child Care and Elder Care resources.

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.

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.

Customer Service Standards: Employee Recognition And Performance Management

Provides policy development and advisory services to managers, supervisors, and employees relative to employee recognition programs, and performance planning and appraisal systems.

Customer Service Standards: Workers’ Compensation Programs

Provides technical advice and assistance to employees, supervisors, and managers, including liaisons services with Department of Labor, medical providers and collection agencies.

Standards

Maintains open and continuous communication with customers; listens to their needs; provides clear, complete and correct information.

Interprets new laws and regulations, prepares appropriate policy guidance and communicates information in user-friendly and accessible formats.

Submits OWCP reports and documents within the time lines set by the DOL. Keeps employees and supervisors apprised of status of OWCP cases.