HR Service Center Duty Procedure

Document Number: PER-PRO-307 Revision Number: 1
Approved By: Virginia Haralson
Description of Last Change Initial Release
HR Service Center Duty Procedure
Document Title:
4.1,4.2, 5.1, 5.2, 7.2 and 7.5 of ISO 9001: 2008
Effective Date:
11/19/2012
Phone Call
Received
HRA will take an employee
call and create a ticket in
the Enwisen Case
Management System
HRA closes ticket once a
resolution is made
See note 6.
See note 5.
HRA Logs into IVR
Phone System and
places their phone
into ready status
HRA logs into the
Enwisen Case
Management System
See note 4.
HRA logs out of IVR
Phone System and
Enwisen Case
Management System at
the close of business.
See note 7.
See note 1.
See note 2.
See note 3.
Purpose: Provide instructions to the Human Resources Assistant
(HRA) who is on duty to answer calls from the HR Service Center
on how to log into the IVR Phone System and the Expanded ESS.
Scope: Payroll Services
Responsibility and Authority: Human Resources Assistants
(HRA), and Payroll Manager III.
Safety: Follow all applicable City of Dallas safety guidelines
associated with the work instructions/procedure
Environmental: Follow all applicable City of Dallas
Environmental procedures associated with this work instruction
procedure.
Definitions
1. Employee – Is an Employee of the City of Dallas (COD).
2. Human Resources Assistant (HRA) – Is a position within Payroll
Services with primary responsibilities.
3. Human Resource (HR) Service Center – Is a call center within
Human Resources that is open Monday through Friday from 8:00
a.m. to 6:00 p.m. It is available for employees to request
assistance or find information. Employees can reach the HR
Service Center by calling 214-671-MYHR (6947)
LAWSON (HRIS) – Is the personnel and payroll management
software/database for the City of Dallas.
4. Enwisen Expanded Employee Self Service Portal (ESS) is a
self-service web portal feature in LAWSON that allows
employees to print forms, look up polices and procedures, and
request assistance for personnel related issues or questions.
5. Enwisen Case Management System – Is a Case Management
system within the Enwissen Expanded ESS Portal that allows
HRA’s to create tickets to track and resolve employee questions
or issues.
6. IVR Phone System – Is the HR Service Center’s Phone System
that direct employees to the Division that can best address their
question or issue.
Notes:
1. Each week an HRA is assigned to answer Payroll Services calls
that are directed from the HR Service Center. The schedule is
determined by the Payroll Services Manager III.
2. HRA’s can log into the IVR Phone System by referencing the
Agent Log-n Procedure.
3. HRA’s can log into the Enwisen Case Management System by
referencing the Case Management Training Power Point.
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Document Number: PER-PRO-307 Revision Number: 1
Approved By: Virginia Haralson
Description of Last Change Initial Release
HR Service Center Duty Procedures
Document Title:
4.1,4.2, 5.1, 5.2, 7.2 and 7.5 of ISO 9001: 2008
Effective Date:
11/19/2012
4. If an HRA leaves their desk they must place their phone in not
ready status so they will not receive phone calls. While the phone
is in not ready status, all calls will be directed to the HRA’s
designated alternate call taker. The alternate call taker will be
assigned by the Payroll Services Manager III and will be part of the
duty schedule. HRA can reference the IVR Phone System
Instruction Sheet to learn how to switch their phone from ready to
not ready status.
5, The HRA must create a ticket for any call that comes from the
HR Service Center within the Enwisen Case Management System.
This will allow the HRA to track the employees questions or issues
and ensure a resolution is made in a timely manner. The HRA can
reference the Case Management Training Power Point (External)
to create a ticket.
6. The HRA can close a ticket in the Enwisen Case Management
System by referencing the Case Management Instructions Power
Point.
7. At the end of the business day, before the HRA leaves the
office, they must log-off the IVR Phone System and the Enwisen
Case Management System. For instructions, the HRA can
reference the Agent Log-in Procedure and the Case Management
Training Power Point.
References:
Enwisen Expanded Employee Self Service Portal (ESS) (Sys
Copy)
Enwisen Case Management System
IVR Phone System (Sys Copy)
LAWSON (Sys Copy)
Agent Log-in Procedure (External)
Case Management Training Power Point (External)
Records:
N/A
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