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2004 Human Resources Customer Service Survey (Manager Version) - (copy)
In order to best serve you - our customer - the Human Resources staff requests your input and feedback. With your input, HR staff will be able to compare levels of FY 2004 customer service with prior year results. (Note: Please respond only to those questions with which you have had direct experience this year. Otherwise, it is OK to leave responses blank.)
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- (Complete only if you hired new staff since 10-1-03). Recruitment support is effective, providing assistance with staff requisitions, position descriptions and obtaining approval to fill.
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- (Complete only if you hired new staff since 10-1-03). The electronic Position Management feature of the HR DOCS database helps me process the needed paperwork faster.
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- (Complete only if you hired new staff since 10-1-03). Recruitment support provides creative and fruitful sourcing for candidates with advertising and other creative recruitment methods.
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- (Complete only if you hired new staff since 10-1-03). Resumes are effectively screened with appropriate identification of qualified candidates.
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- (Complete only if you hired new staff since 10-1-03). There is smooth coordination of job offer, start date and new hire processing.
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- (Complete only if you hired new staff since 10-1-03). Support for new hires from HR staff has been helpful in lowering Introductory Period turnover (within the first 6 months of employment).
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- (Complete only if you hired new staff since 10-1-03). Human Resources recruiting staff initiates and maintains appropriate communication regarding recruitment activities and results.
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- Human Resources provides true support of diversity with equal employment opportunity.
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- The things I like most about the recruitment support I receive are:
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- I would like improved recruitment support with:
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- Employees at L.A. Care are valued and Human Resources addresses my questions and concerns promptly and with respect.
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- Human Resources policies and procedures are comprehensive, clear and helpful.
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- I get good advice from Human Resources regarding team-building, employee relations and other sensitive issues.
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- (Complete only if your department experienced any employee separations/terminations since 10-1-03). Appropriate and helpful assistance is provided when processing employee separations.
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- The things I like most about the employee relations, facilitation and counseling support I receive are:
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- I would like improved support with employee relations, facilitation and counseling with:
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- I receive high quality responses on questions about employee benefits for my staff.
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- L.A. Care employee benefits are effective tools in attracting and retaining staff.
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- Sufficient information is provided by Human Resources to help me understand the value of L.A. Care benefits.
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- Responses to questions about my staff's pay and status are accurate and timely.
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- The new Management feature of the Employee Self Service (ESS) website is a useful tool that provides important and valuable information about individual employee benefits and pay.
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- I know I can get my questions answered about the Retirement program from Human Resources staff and from the Retirement Plan representative.
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- The things I like most about the support I receive regarding benefits, retirement and compensation issues are:
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- I need improved support in benefits, retirement and compensation issues with:
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- Human Resources develops or co-sponsors meaningful training programs that support the needs of my staff and that result in improvements in their work.
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- Human Resources promotes the availability of meaningful and effective training and education services to enhance my management skills and abilities.
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- The things I like most about the training support I receive are:
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- I need additional support in training issues such as:
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- I have noticed enhancements and improvements in the Performance Guide (PG) process over past versions, and it is more helpful in documenting and managing my staff's performance.
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- Individual Development Plans, as outlined in the PGs, are helpful in focusing managers on the need to build staff's job-related knowledge and skills.
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- I like the PG process as a method to evaluate my employees because:
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- We could improve the Performance Guide(PG) in the following ways:
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- The Star Points Award and Recognition program allows me as a manager to provide creative and meaningful recognition for my staff.
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- I know what it takes to earn Star Points, and these types of activities support the L.A. Care Values.
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- The Star Points program is a tool that helps focus employees on behaviors that make L.A. Care a better, more productive and successful organization.
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- The things I really like about the Star Points program are:
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- We could improve the Star Points program in the following ways:
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- I receive high quality and timely response to my general questions from Human Resources staff.
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- I feel welcomed by the HR staff because they are friendly and courteous.
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- My discussions with the HR staff are kept as confidential as possible.
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- Employee Activities programs and events (Picnic, Child-at-Work Day, Diversity Day, Halloween Boo Bash, etc.)are fun, high quality, and help to make L.A. Care a good place to work.
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- I am aware of and appreciate the additional HR services such as the Benefits Fair, coordination of ID Badges and parking cards, sales of tax-free transportation tickets, scheduling of Retirement Counselor, Credit Union representatives, tuition reimbursement, etc.
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- The HR programs and services help set the tone in support of the Mission, Vision and Values, and are designed to enhance organizational success.
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- Human Resources supports and promotes the needs of L.A. Care managers.
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- Human Resources ensures the flow of timely, accurate and useful information about issues that affect me, such as job openings, wages, benefits and workplace policies.
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- Human Resources staff responds promptly and courteously to requests for service and information.
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- Human Resources understands the business issues of my unit/department and partners well with me to help increase my department's efficiency.
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- Human Resources staff ensures that all services provided are delivered in ways that respect the diversity and uniqueness of all individuals.
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- I am a more effective manager because of the support I receive from Human Resources.
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- The programs and services offered by Human Resources help make L.A. Care a good place to work.
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- HR develops effective policies and procedures with management input (e.g. changes to the Dress Code, retirement recognition).
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- I believe that managers are held more accountable by their supervisors for competent management performance than in past years.
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- If Human Resources could improve one thing, it would be:
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- The best things that HR does are:
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- Imagine that it is 2005 and the HR department has just won an award for providing outstanding service to L.A. Care. What has HR done to win this award?
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- What services provided by Human Resources have a positive impact on L.A. Care's organizational success?
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- Other comments I wish to make:
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