SERVICE CHARTER Human Resources Service

Transcription

1 SERVICE CHARTER Human Resources Service Service Charter Page 1

2 Premessa The Service Charter represents an agreement that the Human Resources Service stipulates with those who, in various capacities, operate in or interact with the Bruno Kessler Foundation; more specifically, the Service Charter provides a detailed description of the activities which the Human Resources Service commits to in order to ensure quality and efficacy to the services they offer. In this perspective, the Charter allows to verify the commitments made by the Service, their compliance with the quality standards described, the implemented improvement plans and requires reciprocity and responsibility by all individuals involved. The Service Charter describes the main dimensions and profiles of the Human Resources Service, such as its: mission; principles; services provided; service procedures and minimum quality standards. The Service Charter has a dynamic character; it will be periodically updated according to changes in activities carried out and needs gathered taking into account assessments, suggestions and contributions from staff and all those who will relate to the Human Resources Service. The Service Charter also defines the fixed schedule within which the Service undergoes an evaluation by its users. Service Charter Page 2

3 Mission The Human Resources Service steers its actions according to the strategic objectives adopted by the Foundation and carries out its function within the horizon of the European Charter for Researchers. In particular, the Human Resources Service commits to: support researchers with flexibility options for an appropriate performance of their scientific activities; improve working conditions of researchers; ensure fair and attractive terms as far as pay and social security are concerned; pursue a gender policy inspired by opportunity and merit; recognize the value of mobility, as temporary experiences that might reach across various geographical, inter-area and interdisciplinary contexts, and as an instrument for the strengthening of scientific knowledge and professional development; enhance employability through access to continuing development measures and career orientation. Service Charter Page 3

4 Princìpi Services provided and activities performed aim at meeting the needs of individuals operating in the Foundation and, more in general, the expectations of stakeholders, in adherence to its institutional objectives. The Human Resources Service functions are interpreted and carried out in compliance with the principles of participation, transparency, equality, impartiality, efficiency, effectiveness, simplification and with the principles laid down in the European Charter for Researchers Participation: the Human Resources Service, using a plurality of instruments such as opinion listening, satisfaction surveys, surveys and focus groups, works jointly with the research community in developing strategies and conditions that may improve services and work quality. Transparency: the Human Resources Service is committed to ensure clarity and transparency to ordinary activities, criteria, procedures and their execution times, and to assess and promptly respond to requests, proposals, suggestions, concerns and advice. Impartiality: The Human Resources Service adheres to the principles of objectivity and neutrality, ensuring fair treatment according to objective criteria and transparent procedures. Efficiency and effectiveness: the Human Resources Service pursues the goal of continuous improvement of its performance by adopting the most appropriate technological, organizational and procedural solutions for its purposes according to the principle of economy Simplification: the Human Resources Service commits to engage in all efforts concerning administrative simplification. Service Charter Page 4

5 Funzioni The Human Resources Service deals with: Resource planning Recruitment Contracts, payroll and personnel management Welcome and orientation Ph.D. students and interns Training Career and professional pathways Performance bonuses Employabilty support actions. The Human Resources Service also manages activities and projects aimed at facilitatiing individuals operating within the Foundation in the creation of favourable working conditions such as: Relations with labor unions Organizational strategies reconciling family and work Reporting and surveys Conflict management Gender policies. Service Charter Page 5

6 Attività ordinarie The Human Resources Service deals with Resource Planning: analysis and planning of resources as far as activities, strategies, personnel and cost management related Province regulations and policies are concerned. Search and selection: gathering of organizational needs, identification of competency profiles, recruitment process management and call postings, personnel selection, impaired worker program management. Contracts, payroll and personnel management: handling of the legal, economic, insurance, and retirement aspects of the employment and coordinated collaboration relationships Welcome and orientation: support of incoming mobility through dedicated services, management of welcome and re-entry programs targeting personnel in order to enhance work orientation and organizational socialization. PhD students and Interns: administrative coordination with universities and training institutions for the management of Ph.D. student and intern related agreements. Human resources qualification and development: analysis of training needs, planning and organization of training courses as a tool for personnel competencies continuing education, updating and maintaining technical-specialized competencies and soft skills of resources. Carriers and professional pathways: management of staff development trajectories, internal mobility, as well as horizontal and vertical mobility by means of the use of the profession group model, reference grid for the positioning of new resources at the selection stage. Performance bonuses: performance management and assessment and related procedures. Employability support actions: organization and management of orientation procedures, consultancy actions and outgoing mobility announcements in order to support individual development and professional transition of outgoing staff. Among its personnel support activities and projects, the Human Resources Service also deals with: Relations with labor unions: management of relationships with labor union representatives at the provincial and company level, formulating of contract proposals, agreement development, study of terms of implementation of collective agreements in force, handling of interpretation discrepancies on contract terms, handling, together with the legal office, of disciplinary procedures. o Organizational strategies reconciling family and work: Direct services and childcare: coordination and organization of childcare initiatives aimed at children of employees and management agreement and integrated services provided by Social Cooperatives/third party institutions; telecommuting and work hours flexibility: management of experimentation of telecommuting and increase of flexible work hours; benefits: stipulation of agreements dedicated to FBK personnel with social security institutions (ACLI), language schools, university guest houses, banks, social clubs and gyms. Service Charter Page 6

7 o o o Reporting and survey activities: personnel related data, report and statistics processing, administration and monitoring questionnaires for the assessment of work climate. Conflict management: management of any work related critical situations or issues aimed at improving the quality of life of the working environment. Gender policies: management and monitoring of projects and initiatives aimed at achieving an appropriate and representative gender equality. Service Level Agreement The conditions that describe the level of service (SLA) for user support and for the provision of services are described below. How to access the service: To optimize the response time, improve quality and traceability of the service, assistance requests must be sent by mail to [email protected]. Through a ticketing system, the individual making the request may know the state of advancement of their request, the names of those responsible for the procedure, how long it might take and who to contact for any clarification. To ensure transparency, users will be sent information messages at the time their request is processed and when they have been completed. The Human Resources Service reserves the right to decide the urgency and priority of requests according to the work load of the service. Given the difficulty of filtering incoming SPAM, we cannot guarantee to respond to requests from non-fbk addresses. Business hours User support is guaranteed during the following hours: Monday through Thursday from 9.00 a.m. to p.m. and from 2.30 p.m. to 3.45 p.m. Friday 9.00 a.m. to p.m. You may request assistance at any time by to the address [email protected]. Assistance requests will be processed within 4 working hours from the opening of the request. Services processing times: Search and selection The recruiting and selection process may vary based on the searched profile. For collaborations under 6 months, processing times might be much shorter 90 % of the times, the search and selection process is completed within 50 days: Service Charter Page 7

8 Call drafting and publication Call publication 90% of the times within 5 days of request Short-listing and selection Selection completed 90% of the times within 35 days after call closing date Identification of eligible candidates and outcome 90% of the times within 5 days from approval by the notifications Recruitment procedures and establishment of employment relationship selection committee 90% of the times 5 days within offer acceptance by the eligible candidate Interviews are held by the involved Unit Manager and/or Coordinators assisted, where requested, by an recruitment expert from the Human Resources Service. The structuring of the interview is based on individual characteristics of the searched profile. The areas investigated during the selection process will include in particular the educational and professional background of the candidate in terms of technical and specialized skills and their aptitude and motivational profile. In this regard, the selection process will include the use of support tools aimed at the identification of the aptitude profile. Contract, payroll and personnel management Contract arrangements for employees and collaborators Signing of individual work contract/renewal/extension Notification of TFR (Severance pay) destination (employees only) Notification/sending of pay slips for employees and collaborators Sending of modello CUD (for tax returns) Adjustment of timesheets/ clock-ins/outs Activation of expenditure authorization at least 5 working days prior to the start date of collaboration The candidate will sign the contract within the start date of their service Within 6 months from contract start date Within the 27th day of the current month Within the end of February of the following year Within the 5th working day of the following month Welcome and orientation New entry procedure organization Paperwork management and entry permit for non-eu personnel 80% of the times on the first working day, depending on availability of the new employee/collaborator (alternatively within first week of employment) 90% of the times non EU staff will arrive within 60 days from the request date PhD students and Interns Access activation requests for guest students Management request for trainees/interns and relevant agreements with Italian and foreign universities Request for handling of agreements with Italian and Activation 5 working days prior to start date Activation 10 working days prior to training period/internship Activation 30 working days prior to start date Service Charter Page 8

9 foreign universities for Doctoral School students Qualification and Development Basic skills courses (e.g. language, computer, safety), technical-professional skills courses and soft skills courses 90% of the times they are provided in cycles on a yearly basis. Documentazione The Human Resources Service, via the intranet portal, commits to keep up-to-date the English versions of all notifications regarding: Service Charter, Regulations and Procedures; Contact information for colleagues from the Service. Service Charter Page 9