DRAFT - UMHS HR Business Unit Team - Service Level Agreement

Transcription

1 The UMHS Service Level Agreement describes and helps define the working partnership between the and DEPARTMENT. In order to streamline our working partnership and processes, UMHS encourages the development of mutual understanding of the human resource work performed between the and UMHS departments and units. Working with your, we invite you to review and complete this service level agreement, as it will assist us in providing value-added service while at the same time, recognizing those human resource responsibilities to be conducted at the local level. s provide advice and counsel in the areas of employee and labor relations, employment, and compensation. Additionally, in their relationship management role with their departments, these s coordinate requests for strategic planning, tools and information, specialized consultation and problem management with other UMHS units (Central, including Compensation, Organizational Effectiveness, Decision Support, Recruitment & Retention, EAP, etc.) and other University offices (e.g., Payroll, Work Connections, General Counsel, etc.). Service Level Agreement Review: Agreement will begin effective DATE with a thorough review of services and expenses at the agreed upon dates of 30-DAY DATE, 3-MONTH DATE, 6-MONTH DATE for the initial year with an annual ongoing review. Funding: The financial arrangement is based on the estimated effort for each of the staff currently involved in operations, and the number of staff and faculty in the DEPARTMENT. Additionally, an overhead rate was applied to fund such expenses as lease costs, general supplies, communications, cross coverage, etc. Total costs to be funded by the DEPARTMENT for the above 12 months amounts to $X. Involved Parties: UMHS Department: Department Name Department Administrator: Name Title Signature Lead: Name Title Signature UMHS Director: Name Title Signature Members: Name Title Name Title Name Title Version 1.1 As of 2/17/12 Page 1 of 15

2 PLACEHOLDER JOB DESCRIPTIONS FOR ROLES LEAD CONSULTANT GENERALIST ASSISTANT Version 1.1 As of 2/17/12 Page 2 of 15

3 CUSTOMER SERVICE LEVEL STANDARDS: DRAFT - UMHS - Service Level Agreement Availability Members are available during regular business hours: Mon - Fri, TIME am TIME pm. Availability outside of these hours is negotiable. Members can be reached by phone or . For matters requiring less than 4 hours turnaround time, they can be paged. Back-up coverage will be provided at all times. Responsiveness Members will respond to questions and complete requests in the agreed upon timeframes for transactions (see Service Level Agreement listing). If the process will take longer or arising issues cause delays, you will be notified promptly. (Timeframes for transactions are based on the staff receiving complete and accurate information needed for the request.) Large -related initiatives or departmental projects/teams should be discussed in partnership with the to help with planning and resources. Quality and Accuracy staff will provide consistent, professional service when answering inquiries, evaluating requests, and processing paperwork. Consistency will be provided through the and will be reviewed among other Units through the Lead Council, to ensure a consistent application of policy and procedure across the organization. Professionalism will be demonstrated by all members of the, who will be measured against competencies, and provided educational and professional development opportunities to enhance their skills. When a request is not approved, staff will provide appropriate rationale and offer alternative options when feasible. Issue Resolution If there are any concerns regarding the level of service provided, please contact Lead immediately to discuss. Version 1.1 As of 2/17/12 Page 3 of 15

4 X 1 X 2 Phone Calls and s GENERAL INFORMATION RECRUITING & STAFFING Posting Process Provide framework for posting process with advising and consulting with department for consistency Ensure appropriate title, leveling and description for Regular or Temp positions Prepare posting in e-recruit and approve to system Ensure appropriate Corporate Officer approval Returned within hours Replacement Posting 2 days or less New Posting 4 days or less Recruiting Assess applicant/candidate pool and determine need for outside marketing/recruitment efforts Provide consulting to department management with regard to affirmative action planning through recruitment of candidates, retention and work group culture, as needed Consult on strategies for specific hiring needs, including recommending recruitment methods targeted to specific groups of candidates Assist department leadership in assessing success in targeted or overall recruitment techniques and strategies Applicant Screening Identify RIFs and run reports for Affirmative Action goals Prioritization of candidates, upon request Verify PEP-screening of candidates, where required Selection Process Determine top candidates and ensure qualifications are met Determine interview team, in conjunction with dept preferences Review employee files for internal applicants Conduct phone screens Participate in interviews Satisfaction Within agreed-upon timeframes per request Hiring supervisor is aware of any internal issues Version 1.1 As of 2/17/12 **Please note that shaded sections are part of the core services offered by the. Page 4 of 15

5 6 RECRUITING & STAFFING (cont.) Hire Decision/Offer Ensure references have been checked, per dept preferences Verify work history, education, PSV, if requested/required Coordinate with /Int l Center for any non-instructional Visas Analyze proposed offer/level/salary/equity Prepare offer in e-recruit and make contingent offer Conduct Background Screening With no adverse events, finalize offer and start date Communicate new hire information to department/timekeeper 2 days 1 week, depending on timing of background screening 7 Orientation and Onboarding Ensure employee is enrolled in Orientation (date updated in e-recruit) and any required letters are sent Coordinate any additional requirements (fingerprinting, credentialing) Provide phone or written notification (welcome letters) of timeline to new hire, per department preferences Ensure I-9 is completed for temps within 3 days of hire Coordinate and communicate departmental orientation, as needed Initiate Departmental Onboarding Checklists, including pagers, computer access, keys, MLearning, etc. as needed Ensure new employee UMHS Orientation Checklist is completed Provide copy of job description to supervisor/manager and request the information be provided to the employee along with behavior competencies associated with the position. Partner with the Department on the orientation/onboarding of new staff, supervisors or managers to get them adjusted to the culture and focused on the goals of the business unit Completed by start date Within 3 days of start Employee is oriented within TJC standards Version 1.1 As of 2/17/12 **Please note that shaded sections are part of the core services offered by the. Page 5 of 15

6 8 EMPLOYEE / LABOR RELATIONS Performance Assessment Process Collect evaluations, review for content and send in for scanning Ensure copy is filed in Blue Folder; Complete annual Blue Folder Audit Submit ratings into the system (Manage Competencies) Advise mgr/supv or employee to resolve performance based disagreements, providing coaching and feedback Advise managers/supervisors in development of written performance standards and crafting constructive feedback Meet established deadlines 9 10 Consultation on Day to Day Issues Assist managers/supervisors to constructively coach and focus attention on key aspects of employee behavior Assist and troubleshoot with supervisors/managers/employees in finding additional resources when needed for various issues Contract consultation and administration Assure departmental practices are aligned with University policies, practices and both state and federal labor legislations Participate in departmental or leadership teams on various initiatives, including strategic, projects, program development, lean initiatives Retention & Recognition Develop retention and recognition strategies which align workforce with departmental objectives Coordinate opportunities for staff to develop through mentoring, cross-training, internships, campus staff organizations, professional associations, committee and task force assignments, and skill assessment programs Process awards for recognition, if applicable Encourage department to find opportunities to promote recognition efforts and strategies Version 1.1 As of 2/17/12 **Please note that shaded sections are part of the core services offered by the. Page 6 of 15

7 11 EMPLOYEE / LABOR RELATIONS (cont.) Work Environment Analysis Improve work culture through escalation and resolution of non-productive work or practices Advise managers on handling and responding to complex disability management issues in accordance with University, state and federal guidelines Identify and advise on activities to accommodate or to minimize employee injury or workers compensation issues Approve all reduction in force activities and ensure they are conducted in accordance with University Polices and guidelines Investigations, Grievances, & Dispute Resolution Conduct well planned impartial investigations which ensure preservation of confidentiality, sensitive materials and protection of both employee, managerial and University rights Direct departments towards achieving objective resolution Prescribe plans to identify core issues and conduct follow up on recommended outcomes Address workplace conflicts through appropriate steps or escalation Conduct grievance hearings and/or pre-grievance counseling and create documentation of outcomes Assess political implications of grievances and corresponding impacts of recommended resolutions Represent the University during grievances, contract disputes, arbitrations, state or federal investigation or external legal challenges Create, approve and issue separation agreements in alignment with University best practices and in conjunction with Office of General Counsel Contract Administration & Implementation Assure that applicable managerial and employee rights are respected Assure workforce strategies remain in alignment with contract provisions Conduct assessments while correctly identifying and applying contract agreements for all represented employees Version 1.1 As of 2/17/12 **Please note that shaded sections are part of the core services offered by the. Page 7 of 15

8 14 EMPLOYEE / LABOR RELATIONS (cont.) Discipline Partner with supervisors/managers on disciplinary strategies for handling complex situations. Conduct DRC meeting as required and follow through on actions/resolutions from DRC meeting Conduct a careful diagnosis of the problem to determine what disciplinary action is appropriate Assist department with documentation or disciplinary letters Recommend standardization of disciplinary measures Coaching & Mentoring Coach management on creating open communication environment, free from retaliation and unnecessary identification of sources Promote cohesive work units with climates of cooperation and collaborative problem solving by identifying and mediating minor disputes Assist with matching employees to leadership mentors as requested, including job shadowing Advise management on strategies for increasing communication effectiveness Termination Process For Regular Termination (eligible for re-hire) Submit layoff termination form to Ensure accuracy of termination paperwork Ensure Department follows Offboarding checklist as needed For Discharge Termination (non-rehire or restricted re-hire) Consult with Department to prepare for and conduct DRC Advise department of appropriate next steps, if outcome of DRC is non-termination Advise department of appropriate documentation for terminations and sign off on discharge paperwork Debrief department on lessons learned, as applicable 1 day or less from time of receipt Version 1.1 As of 2/17/12 **Please note that shaded sections are part of the core services offered by the. Page 8 of 15

9 17 EMPLOYEE / LABOR RELATIONS (cont.) Leaves of Absence (medical, education, personal, family member, extended sick, etc.) FMLA Develop process and workflow for Managers/Timekeepers on: o Notification (send letters) o Tracking o Coding o Work Connections o Workers Compensation o Personal Injury Illness o Apply appropriate contract language o Complete return to work submittal Advise and educate managers and staff on all leaves (paid & unpaid) Work with Department to determine type of leave and next steps (work connections, FMLA paperwork, leave of absence paperwork, deployment, etc) o Verify Eligibility o Validate Qualifying Event o Verify with payroll the date paid time ends o Re-assess when appropriate o Determine Extended Sick Eligibility o Notify Unit/Timekeeper Complete Leave of Absence paperwork with department assistance Send out leave of absence letter (benefits info is sent by benefits ) Handle any changes or extensions Provide department leadership and staff appropriate interpretations of University and Health System policy on leaves of absence and FMLA Provide advice and guidance on legal issues associated with FMLA, in conjunction with University Counsel and Work Connections Partner with Work Connection, Counsel, EAP and department leadership on appropriate strategies for managing absences and return to work. Within 1 week, upon notification 18 Standards/The Joint Commission (TJC) Understand standards, processes, and how to meet standards Monitor units for compliance for TJC and CMS standards Blue folders are compliant Version 1.1 As of 2/17/12 **Please note that shaded sections are part of the core services offered by the. Page 9 of 15

10 19 COMPENSATION ADMINISTRATION Staff Salary Program Administration Assist with communication/clarification of salary program guidelines Retrieve and review of salary worksheets prior to completion or distribution to department supervisors and managers for input Communicate by or memo to department manager/supervisors guidelines regarding salary program and distribute salary worksheets where appropriate. Provide deadline for worksheets to be returned. Collect completed salary worksheets and evaluations. Compile data from all salary worksheets, ensure compliance with guidelines and analyze against evaluation scores. Provide details from the analysis on outstanding salary recommendations or salary recommendations that do not match evaluations to Department leadership Upload completed merit program worksheets via Pay Rate Change Process Assist with faculty salary program Ensure letters are distributed to staff regarding merit increases. Submit letter to supervisors/managers for distribution to staff. Meet established deadlines Letters distributed prior to data being visible in the system 20 Submittal form for job data, additional pay and DBE s Job Data - Processes information into M-Pathways (and updates One Staff, where applicable)and gain approvals as needed Additional Pay - Processes information into M-Pathways (and updates One Staff, where applicable)and gain approvals as needed DBE - Processes information into M-Pathways (and updates One Staff, where applicable)and gain approvals as needed Submitted within hours, upon receipt 21 Variable Pay Programs Assist dept leadership in the design and implementation of variable pay programs, including incentive pay, sales, productivity programs Ensure variable pay programs are consistent with University, Health System and department policies and fairly/consistently administered Review variable pay programs for legal and tax implications and advise leadership appropriately Version 1.1 As of 2/17/12 **Please note that shaded sections are part of the core services offered by the. Page 10 of 15

11 22 COMPENSATION ADMINISTRATION (cont.) Pay Administration Review requests for equity reviews, reclassifications, salary/mid-year merit increases and bonuses and analyze appropriately by reviewing job description, market titles, appropriate bench marks and salary guidelines Assist and advise manager with salary decisions that serve to recruit, retain and motivate qualified employees Partner with central compensation on appropriate compensation issues Review requests exceeding salary guidelines with corporate officer Determine market title by reviewing job family, job duties and specific responsibilities and contribution level for position. Check other market title doing similar or same work to determine consistency in job title. Determine whether new/revised duties align with new vs. existing position titles. Evaluate market for appropriate compensation for title and ensure there are no in inequities with other internal position (internal/external review). Evaluate management and targeted staffing group base and variable pay levels and recommend market adjustments, as appropriate Generate submittal form and supporting documentation to submit to for processing Contact supervisor/manager when approved Confirm salary information has uploaded through Wolverine Access on correct shortcode and for correct salary. Verify with supervisor if there is a perceived problem. Ensure appropriate time approvals process is in place. Partner with central compensation on labor market funding (HHC) or other compensation issues for review Individual Requests reviewed, submitted and approved within 2-4 days Negotiated timeframe is meet for larger population requests 23 ORGANIZATIONAL DEVELOPMENT & TRAINING Change & Communication Articulate/Implement organizational change efforts at department level for transparency and alignment (Lean, Performance, etc.) Advise managers to effectively implement all dept. based change initiatives (i.e. procedures, processes) Version 1.1 As of 2/17/12 **Please note that shaded sections are part of the core services offered by the. Page 11 of 15

12 24 ORGANIZATIONAL DEVELOPMENT & TRAINING (cont.) Staff Engagement Survey Action Planning (In partnership with Mgrs) Communicate annual survey cycle Partner with management on annual survey strategies and/or communications, readiness meeting, etc. Partners with management to communicate annual survey results with staff and to plan improvement strategies Monitor indicators for ongoing work group and goals Communication plan established upon release of timelines for survey Consulting Use performance consulting techniques to partner with leaders and staff to assess problems, identify root causes, and develop performance improvement strategies Work with other consultants as needed, such as OE, Service Excellence, QI, EAP, external consultants, etc. to align dept. based initiatives to org initiatives and implement improvement strategies Training Send out communication as needed (team communication as well as communication about programs/training) Schedule meetings as needed Plan, manage and execute logistics for meetings/training programs Oversee facility selection (food/beverage, AV needs etc.) Provide all administrative assistance as needed (photo copying, document preparation, agendas/minutes) Provide/facilitate and serve as a resource for training, tailoring program to the department s needs Provide expertise to managers in the design of targeted department based training Recommend resources for management leadership development TRANSACTION MANAGEMENT Data Entry and Upload Processes at the source Upload designated changes into M-Pathways, such as Supervisor batch uploads hours, upon receipt of information Version 1.1 As of 2/17/12 **Please note that shaded sections are part of the core services offered by the. Page 12 of 15

13 28 TRANSACTION MANAGEMENT (cont.) Effort Certification (change/input) Facilitate quarterly effort surveys Assist supervisors with any necessary DBE changes Facilitate the Annual Effort Certification Send s to administrators regarding staff/faculty that are out of compliance Work with other departmental staff with certifications on terminated employees Meet negotiated timing requirements Payroll Processing Collaborate with Unit/Timekeepers on payroll practices and tracking in compliance with DOL, SPG, bargaining agreements, etc. Provide training and updates on policy, bargaining agreements interpretation and guidelines Standard Reporting Coordinate review of bi-annual ITS Administration Security Report Coordinate or run ongoing or special request reports in MPathways, Data Mart, Objects, etc. for purposes such as timekeeping, recruitment, employee relations, compensation, workforce planning, training, etc. WORKFORCE PLANNING Support Staffing Goals/Monitor Progress in Large-Scale Initiatives (i.e. C&W, NCRC, etc.) Assure staffing plans remain in alignment with departmental workforce planning and productivity strategies (i.e. work redesign prior to posting for productivity) Review/assess departmental workforce planning strategies and seek to advance goals Provide guidance on legislation and/or regulatory guidelines. Collaborate with department on monitoring progress towards goal attainment through education, evaluations and interventions Ongoing Staff Trend Analysis and Data Reporting Assist departments in workforce planning through review of forecasted workforce projections and historical trends Partner with department to evaluate any negative staffing trends Generate creative workable solutions for staffing issues (Ret to Work, FMLA, Census) Meet negotiated timing requirements Achieve agreed-upon goals Version 1.1 As of 2/17/12 **Please note that shaded sections are part of the core services offered by the. Page 13 of 15

14 35 WORKFORCE PLANNING (cont.) Succession Planning Administration Assist departments on creating succession plans including identifying gaps and providing cross-training for key staffing areas Partner with Organizational Effectiveness to align Succession Planning for Health System Version 1.1 As of 2/17/12 **Please note that shaded sections are part of the core services offered by the. Page 14 of 15

15 For Discussion: and Department DRAFT - UMHS - Service Level Agreement Chk Topic Notes Communications Partnership between and on communications to department with -related content Inclusion on Department-related s Cooperative effort on all matters that could have an impact distribution lists that Members should be added to Technology Method for sharing files (shared drive, etc.) Security roles required (MPathways, etc.) Who will provide for technology devices: pagers, smartphone, laptop/docking station Logistics / Meetings Location of Members offices Standing Meetings that Members may/should participate in ID Badge Security required for building/department location Supervision of Who will be responsible for the Members blue folders, performance evaluations, salary setting, etc.? Professional Development Who will provide the funding to support: o Conferences o Professional Memberships o Seminars/Workshops o Employee Recognition o Supplies o Meals - Hosting Both the Department and the agree to monitor the success of this defined partnership on an ongoing basis, and more formally in Joint Conferences (frequency to be determined). Other Notations: Version 1.1 As of 2/17/12 Page 15 of 15