HR CASE MANAGEMENT
WHERE CAN YOU FIND THE HRSS HRSD MATRIX?
G DRIVE>HRSS>CASE MANAGEMENT
WHAT DOES COE STAND FOR?
BONUS POINT 50 PTS IF YOU CAN NAME 3 COES AT RNDC.
CENTER OF EXCELLENCE
BENEFITS, COMPLIANCE/LEAVE MANAGEMENT, PAYROLL, TALENT ACQUISITION, COMPENSATION
WHAT IS THE STANDARD WAY TO ANSWER THE PHONE WHEN YOU RECEIVE A CALL?
"THANK YOU FOR CALLING RNDC HR SHARED SERVICES. THIS IS [YOUR NAME], HOW CAN I HELP YOU TODAY?'
WHAT ARE THE 3 OFFICIAL WAYS AN ASSOCIATE CAN REACH OUT TO THE HRSS TEAM?
1. 1-888-GOT-HRSS (468-4777)
2. HRSS@RNDC-USA.COM
3. HRSD TICKET
WHAT IS RNDC'S TIMEKEEPING SYSTEM?
UKG DIMENSIONS
WHEN WILL YOU RECEIVE A BREACH OF RESPONSE SLA FOR BOTH VIP AND REGULAR CASES?
VIP: 6 HOURS
REGULAR: 20 HOURS
HOW MANY TIERS OF ESCALATION ARE THERE?
THREE;
TIER 1 - HRSS
TIER 2 - HR COES
TIER 3 - ER, HR, LEGAL OR COMPLIANCE
WHAT DOES PII STAND FOR?
PERSONALLY IDENTIFIABLE INFORMATION
WHERE CAN YOU LOCATE THE HRSS TASK SCHEDULE?
ONENOTE>HRSS>HRSS TASK SCHEDULE
WHAT DO WE USE T1 FOR?
ANY AND ALL TESTING TO DETERMINE HOW THE SYSTEM WILL RESPOND WHEN WE COMPLETE A TASK
TRUE OR FALSE: WE ONLY NEED TO CREATE HRSD CASES FOR PHONE CALLS.
FALSE; WE WILL NEED TO CREATE CASES FOR ANY TASK OR INQUIRY THAT COMES TO THE HRSS TEAM (I.E. PHONE CALL, EMAIL, HRSD CASE, IM, IN PERSON, ETC.). INCLUDING INQUIRIES THAT WE DISCOVER DURING OUR DAILY TASKS (I.E. MPH QUESTIONS)
WHEN WE ESCALATE TO HRBPS OR COES, SHOULD WE PROVIDE DIRECT NUMBERS TO THE ASSOCATE?
NO, WE SHOULD ALWAYS TRY TO TAKE DOWN THE ASSOCIATES CONTACT INFORMATION TO PASS ALONG.
TRUE OR FALSE: ASSOCIATES SHOULD RECEIVE SOME FORM OF COMMUNICATION WITHIN 24 HOURS OF THEIR INITIAL INQUIRY
TRUE; AN HRSS MEMBER SHOULD ALWAYS REACH OUT WITHIN 24 HOURS, EVEN IF IT IS TO LET THE ASSOCIATE KNOW WE ARE RESEARCHING THEIR ISSUE
WHAT IS P&L OWNER?
PROFIT & LOSS OWNER, THEY ARE THE OWNER OF THE BUDGET FOR THAT GROUP/MARKET OF ASSOCIATES
WHAT ARE THE 3 LEVELS OF POSITION MANAGEMENT AND HOW DO THEY FEED ONE ANOTHER?
1. JOB LEVEL
2. POSITION LEVEL
3. ASSOCIATE LEVEL
THE JOB LEVEL FEEDS THE POSITION, WHICH FEEDS THE ASSOCIATE LEVEL
WHAT HR SERVICE NAMES SHOULD YOU NOT ADD THE ASSOCIATE IN THE OPENED FOR FIELD IN HRSD?
ANONYMOUS ETHICS REPORTING
GENERAL - EMPLOYEE RELATIONS
AN ASSOCIATE CALLS AND HAS BEEN IN AN ACCIDENT, HOW SHOULD THIS BE MANAGED?
1. ASK IF THE ASSOCIATE IS OK
2. LET THEM KNOW THEY NEED TO CONTACT THEIR MANAGER (IF THEY HAVEN'T DONE SO ALREADY)
3. SEND THEM AN EMAIL WITH THE SAFETY FORM TO COMPLETE
TRUE OR FALSE: IF AN ASSOCIATES EMERGENCY CONTACT CALLS, IT IS ACCEPTABLE TO DISCUSS EMPLOYMENT INFORMATION WITH THEM IF THEY ARE LISTED AS AN EMERGENCY CONTACT IN MYHR
FALSE; WE HAVE TO GET WRITTEN VERIFICATION FROM THE ASSOCIATE AFTER VERIFYING THEIR SSN
WHAT ARE THE 3 CORE PILLAR GROUPS WITHIN RNDC'S HR ORGANIZATION?
1. HR BUSINESS PARTNERS (HRBP)
2. CENTERS OF EXCELLENCE (COE)
3. HR SHARED SERVICES
WHO CAN GIVE APPROVAL ON BYPASSING WORKFLOWS BESIDES AMANDA LAWSON?
VP HRSS (AMANDA FLANAGAN)
SR HR DIRECTORS (ASHLEY MCLAUGHLIN & KELLY MOORE)
BASED ON THE HRSS HRSD MATRIX, IF YOU NEED TO ESCALATE A POLICY INQUIRY, WHO SHOULD YOU ASSIGN THE CASE TO?
ASSIGNMENT GROUP: FIELD HR
ASSIGNED TO: SPECIFIC HRBP
WHAT ARE THE 6 STRATEGIES PROVIDED WHEN DEALING WITH A DIFFICULT ASSOCIATE?
1. STAY CALM & COMPOSED
2 EMPATHIZE WITHOUT TAKING BLAME
3. FOCUS ON FACTS, NOT FEELINGS
4. REDIRECT WHEN NEEDED
5. KNOW WHEN TO ESCALATE
6. DOCUMENT NEUTRALLY
WHAT ARE THE 6 CORE CAPABILITIES FOR DELIVERING EXCELLENT HR SERVICE?
1. COMMUNICATION EXCELLENCE
2. EMOTIONAL INTELLIGENCE
3. COLLABORATION & INFLUENCE
4. CRITICAL THINKING & ANALYSIS
5. TECHNOLOGY FLUENCY
6. AGILITY & ADAPTIBILITY
WHAT STATES HAVE UNIONS THAT WE HAVE CONTRACTS FOR?
ARIZONA
HAWAII
ILLINOIS
LOUISIANA
MARYLAND
MICHIGAN
NEW YORK
TEXAS
WASHINGTON
WASHINGTON DC
WHAT FIELDS IN ORG INFORMATION BUILD OUR COST CENTER FIELD?
MARKET - PRODUCT TYPE - PRODUCT DIVISION - SALES CHANNEL - DEPARTMENT