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 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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