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Human Resources

Customer Service Standards

In the spirit of providing excellent customer service, following are standards you can rely on when receiving service from your Human Resources Department. If you need additional assistance please contact the HR Department at 509-963-1202. *

Human Resources General

ServiceStandard
Initial response to e-mail and voicemailWithin one business day, or alternate contact information will be provided
Response to walk-in customersImmediately, if available, or an appointment will be scheduled
FormsCurrent forms are available on the HR website at www.cwu.edu/hr/forms
Office Hours8:00 a.m. - 5:00 p.m., Monday through Friday, or by appointment (before and after hours)

 

Employment Relations/Labor Relations

ServiceStandard
Respond to timekeeper questions on rapid time entry dayBefore rapid time entry is closed
Review position description to fill vacancyWithin five business days
Review screening criteriaWithin five business days
Post position on Human Resources' recruitment websiteWithin two business days of final approval of position description
Review or audit current employee's position description upon requestWithin 45 days
Notify employee of FMLA eligibilityWithin two business days of leave notification or start of leave
Letter/memo creation or review for appointing authorities, managers or supervisorsWithin five business days
Respond to a request to review personnel fileWithin one business day of request
Entry of Payroll DataPlease see the Payroll Schedule
Create ID Number for new employeeWithin one business day after hire is final and required information is received
Create civil service and review exempt new hire lettersFor start dates in current pay period, within two business days of receipt of required information

 

Human Resources Information Systems

ServiceStandard
Confirm receipt of requests for queries/reportsWithin one business day
Provide status report on requests for queries/reportsWithin three business days
Process requests for HRIS securityWithin five business days
Address timekeep processing problemsSame day for Rapid Time Entry or within three business days for non-urgent issues

 

Benefits

ServiceStandard
Insurance or Retirement ConsultationBy appointment, or on an emergency basis
Civil Service or Exempt Benefits OrientationWithin five business days of hire
Faculty Benefits OrientationDuring orientation scheduled by the Provost's Office

 

Training

ServiceStandard
Announce training event to campus communityFirst announcement will be sent 20 business days prior to the date of the training

Second announcement will be sent five business days prior to the date of the training
Send training registration confirmationWithin two business days
Send training registration remindersWithin three business days prior to training
Respond to Human Resources library requestWithin two business days

 

*Time frame may be altered as a result of client requirements, priorities established by management, and/or new policies and procedures.