Rock, paper, KPIs
This is what the department has committed to doing to avoid errors on Large At Risk clients.
What are double audits?
This is what you should audit every payroll prior to initializing.
What is Detailed Process Notes; Prism Process Notes; open and outstanding cases; Employee Change report?
Help! Your coffee order took too long and too many idiots on the road make you late for work so this is what you do.
What is notify the team in advance via text group or slack channel?
This is one spot you can easily see if a client is Bruised or At Risk
What is SF client home page?
(extra points if they know of another answer)
We miss them but they are the two Pono peeps out on Maternity.
These are the reasons a case would be considered outside of the 4 hour SLA
What is not responding or updating status on any New, Re-Opened, or Customer Responded case?
These are two pinned tabs in SF that every PSC should have and check regularly.
What is Road to Responsiveness and Omni Supervisor queue?
This is what you would do if you needed to take an 1.5 hour lunch in the afternoon.
What is check the Pono calendar for coverage; add in lunch on both Pono and personal calendar; and call out in AM huddle?
If no one within the team knows the answer, this is the next channel you would post for help in.
What is #payroll-land?
(What is the appropriate amount of time to follow up after no response?)
Maui island has our Wailuku office location and these two Pono PSCs.
Who is Sharon and Shyla?
As part of our Responsiveness metric, these are the minimum queue requirements for the department.
What is being online for 40 hours per week at 80% availability?
(more than 8 hours in Busy or Meeting status)
This is a must do audit for every client that has an import to ensure hours are accounted for.
What is a timesheet pivot table audit?
This is what you would call out in your Wednesday AM Huddle update if you had 15 Cases, 5 Aged, 22 batches, 4 of them with R4A not started that submitted on Monday, and a new Not Great case for East Hawaii State Veterans Home.
What is asking for help on 4 batches that are outside of the 24 hour SLA and calling out the case for Bruised client?
This is the HR Consultant for PHI Client Kukio Golf and Beach Club.
Who is Missyann Rose?
The top tenured Proservice PSC on the team
Who is Roy?
Robbi and other leaders request a proactive heads up on any client that might require a late ACH due to this reasoning.
What is affecting the Accounting team for manual work and additional sweeps; not disciplining client's bad behavior; knowing when to cascade up
This is the difference between needing a Void and Reissue versus a Reversal.
What is a reversal being an incorrect check amount and needs to corrected as opposed to a void and reissue that is for the correct amount for a lost or misplaced check?
A client requests a termination check to be printed, instead of their normal direct deposit, without the employee knowing so these would be the next steps.
What is confirm with the client any final hours and deductions and create a supplemental batch to suppress DDA on the entire batch to process?
You go here if you need to check a Client's first Prism PD and Legacy Payroll System.
What is the Migration section on a client's SF page?
These are the different time zones that we have Pono PSCs working from.
What is HST, PST, CST, EST?
(Bonus points for states or time difference from HST)
These are the 3 At Risk clients paying this week and the two that require double audits.
Who is Palolo Chinese Home, Hawaii Pacific University, and Ala Moana Produce?
Don't forget, these are the two Benefit Audit reports that should be ran for terminated employees every payroll.
What is the Combined Benefits Report and HRPBRT report?
A Pono PSC is getting ready to be out for three days, so these are 5 of the things they would do to prepare.
What is gain approval from Lead/Manager, review Payroll Notes, add to Pono and Personal calendar, set up Gmail OOO, update Gmail signature, update Pono PTO doc with each assigned PSC signing off?
The 6 Pono clients that had the most recent errors last week.
Who is Haleakala Waldorf School, Sea Engineering, SureCan, I Ola Lahui, Hawai'i Pacific Parks Association, and Tokunaga Builders?
Open Enrollment is not just for our clients and employees! This is the deadline for internal PSH open enrollment period.
What is November 21st?