Assessment Plan – Administrative and Academic Support Unit Level  Human Resources Service Center 

Assessment Plan – Administrative and Academic Support Unit Level Department/Unit: Assessment Coordinator: Mission Statement: Date: April 6, 2009 May Ibrahim Ext. 2461 Email: [email protected] The Human Resources Service Center offers a new paradigm for strategic partnership with University employees and departments, through becoming employee advocates and change mentors while serving as a single point of contact for staff recruitment, support and advice on all HR matters and policies. The Service Center seeks to develop strong working relationships with its clients, provide counseling and support for staff and establish close linkages with departments to provide the assistance needed to help them optimize the quality and effectiveness of their operations, in support of AUC’s mission. Human Resources Service Center Expected Outcomes: Something the department or unit wants to achieve; desired end results for the organization or program, rather than actions. 3‐5 ideal, maximum 10. Assessment Methods: What factors, variables, or elements will you measure to gauge your success at reaching your expected outcome? Targets/Benchmarks: For each of these indicators, what is the minimum result, target, benchmark, or value that will represent success at achieving this outcome? When Will Assessment Be Conducted and Reviewed? How and when will you collect and analyze results? Use of Results: How will you use results for planning, improvements, and decision making? Faculty and staff will be able to successfully channel their queries and concerns regarding all HR matters and processes through a single contact point. 1.
1.
2.
Increase of 20% over previous year Feedback indicates directors referring queries to HRSC. 80% of q/c resolved through HRSC as the single contact point of reference. 1. Monthly /Quarterly reports 2. Survey 3. Monthly/Quarterly Reports Results will be used to improve services and inform planning and decision‐making. 95% of departments respond that they are satisfied with the recruitment support they received from HRSC. 100% of all recruitment efforts followed recruitment process guidelines Initial response 48 hours on working days. 90% of all HR q/c corrective action plans are communicated within 48 hours on working days. 90% of all clients respond positively on questions related to this outcome. 1.
2.
3.
Departments will be provided with the technical support they need to effectively and efficiently recruit highly qualified staff members. 1.
2.
Faculty and staff will receive courteous, timely, and efficient responses to their queries and concerns. 1.
Increase in # of HR queries/concerns routed initially through HR Service Center. Feedback from HR directors on % of queries routed initially through HR Service Center. % of q/c resolved through HR Service Center Client feedback/evaluation form Process analysis/improvement 2.
3.
3.
1.
2.
Time to initial response of email queries Time to resolution Client feedback/evaluation form 1.
2.
3.
2.
1.
2.
3.
Following each recruitment process, reviewed quarterly. Analysis follows each recruitment, and data is reviewed every quarter. System records (ongoing) System records (ongoing) Annual report Human Resources will receive 1.
proactive analysis of and feedback on faculty and staff 2.
queries and concerns to develop and improve HR policies and 3.
processes. 4.
# of root analysis reports generated # of q/c reports generated and shared with HR directors. Peer/best practices benchmarking Feedback from HR directors regarding quality of analysis Faculty and staff queries and concerns and staff recruitment will be addressed in a highly ethical and confidential manner and in compliance with internal policies and external regulations regarding human resources. # of client complaints regarding HRSC services # of violations of internal policies # of violations of US or Egyptian law or other external regulations. Evaluation of staff awareness of ethics, confidentiality, internal and external regulations 1.
2.
3.
4.
1.
2.
3.
4.
1.
2.
3.
4.
At least one report each quarter. Reports generated on a monthly basis and shared each month in a review session with HR directors. Meets or exceeds standards of peer institutions/ best practices. 90% of HR directors indicate that information provides insight into need to develop and improve policies and processes. Less than two complaints/month Less than two violations per semester Zero violations 95% of HRSC staff are aware of ethics, confidentiality, internal and external regulations 1. Quarterly report analysis 2. Monthly 3. Bi‐annually 4. Annually 1.
2.
3.
4.
Ongoing, with monthly and annual review Ongoing, with monthly and annual review Ongoing, with monthly and annual review Annual questionnaire/interview