Mission
To recruit, retain and develop a quality staff, which
effectively supports the teaching, research, and administrative functions of
the University and to provide human resource services and programs, which
consistently meet a standard of professional excellence and effectiveness.
Confidentiality / Discretion
The nature of the business in Human Resources requires
sensitivity, confidentiality and respect for all contacts and information
processed. Information provided by applicants, faculty and staff is
considered confidential within legal parameters. Without permission from
the contact, release of information is generally not permitted. Exceptions
to this standard are permissible for a legal or safety reason. Information
regarding telephone contacts, appointments, employee questions, job
applications, medical history, etc. must be kept confidential.
Confidentiality also extends within the Department of
Human Resources. Information is to be shared on a need to know basis only.
Discretion should be practiced with regard to
confidentiality. Such a pledge to management and employees will ensure the
credibility of our department.
Teamwork
All Human Resources staff members will foster effective
working relationships with each other, regardless of position level, by
interacting courteously, cooperatively, and professionally, by sharing their
knowledge and resources, by demonstrating a helpful attitude at all times,
and by communicating in an open, direct, and honest manner.
Quality
Exceptional quality in the delivery of all human
resources products and services is the standard, rather than the goal. Each
staff member in Human Resources is expected to produce flawless work that is
delivered well within deadlines. Exemplary quality of all work will depend
on maximizing resources while minimizing waste.
Communication
Verbal
Verbal communication between co-workers and with
customers, either in person or on the telephone, should be delivered in
a professional manner, with courtesy and a pleasant tone, thus promoting
and preserving positive working relationships. While it is acknowledged
that each individual has a unique communication style - apathy,
curtness, unfriendliness, condescension, impatience and unbecoming
language are unacceptable in all interactions with co-workers and
external customers.
Telephone Etiquette
All Human Resources staff members are to receive,
transfer, and respond to telephone inquires in a courteous, friendly,
and tactful manner to ensure positive customer service. Telephone calls
will be answered by the third ring and by identifying the department
name and the person answering the phone. Callers should be asked to
spell names, if necessary, and phone numbers should be repeated by the
person answering the phone to ensure accuracy. When referring a caller
to another office, the name of the office and the phone number will be
given to the caller prior to the transfer. Each staff member in Human
Resources is responsible for advising the front desk of their
whereabouts if they will be away from their telephone or out of the
office. Turnaround time sets standards for advising their co-workers if
they will be away from their telephone or out of the office. The front
desk and/or supervisor should be advised of any employee of Human
Resources who will be out of the office for one or more days to ensure
proper handling of telephone inquiries.
Correspondence
All correspondence disseminated by the Department
of Human Resources will be error-free and grammatically correct.
Responses to routine correspondence shall be completed within 48 hours
of receipt. All written materials will be neat, well organized and
professional in appearance and content. A record should be maintained
of all outgoing materials.
Electronic Mail (E-mail)
E-mail as a communication method is a helpful
resource that enhances responsive customer service. Legally, e-mail
messages are not considered private and confidential and are treated in
the same manner as typical written memoranda or correspondence. E-mail
messages should be professional and not contain any information that
cannot be seen by someone other than the original addressee.
Human Resources staff members will demonstrate good
taste and sensitivity to others when using e-mail communications.
Office
Etiquette
Customers should be greeted immediately in a prompt and
courteous manner. It should be determined who may best help them by asking
questions and following through to ensure customers’ needs have been met.
Staff members are expected to demonstrate mutual respect when transferring
calls and entering the offices of others. When meeting with customers,
distractions should be avoided to ensure positive customer service.
Public areas should present a positive image of the
Department of Human Resources by being maintained in a neat, orderly manner,
free of clutter, with appropriate forms and reference materials easily
accessible to visitors and co-workers. Staff in public areas will not eat
meals at their work stations – drinks or small snack items are acceptable.
Work areas should present a positive image of each
employee of Human Resources by being neat and organized in such a manner
that supervisors and co-workers can easily find documents or “work in
progress” should the person occupying the work area is out of the office for
an extended period.
Each employee of the Department of Human Resources
shall be careful with their personal attire and present an acceptable
professional business appearance for the function provided (neat, clean and
appropriately dressed).
The nature of human resources work requires that staff
maintain a customer service posture in the office and refrain from making
inappropriate comments or engaging in conversations of other activities that
do not convey a professional image in public areas. Staff members are also
discouraged from communicating in a loud manner and should refrain from
excessive talking to co-workers or visitors. This causes distractions to
other staff members who are working nearby.
Attendance / Punctuality
As service providers, Human Resources staff members are
responsible for timely and regular attendance. Planned absences, including
reporting to work late or leaving work early should be arranged with
supervisors in advance. Unexpected absences, including late arrivals or
early departures, should be reported directly to the immediate supervisor.
Staff members are responsible for contacting their supervisor no later than
one-half hour after the beginning of the regularly scheduled work day (8:30
a.m. for most staff) if a late arrival or absence is expected.
Standard office hours are 8:00 a.m. to 5:00 p.m.,
unless otherwise approved. Human Resources should be staffed accordingly.
Staff work schedules are to be at least eight hours a day with an hour lunch
period, unless an alternate work schedule has been approved.
Dependable
Application of Time
Staff members are expected to apply themselves to their
assigned duties during the full schedule for which they are compensated. It
is acknowledged that personal phone calls and office visits are sometimes
necessary, but they should be kept to a minimum number and length. During
work hours, staff members are expected to focus their attention on
officially assigned university or departmental matters and not be engaged in
activities that could be construed to be personal or as a conflict of
interest.
Equal
Employment Opportunity
Norfolk State University is committed to equal
opportunity. Human Resources staff members will strive to be role models in
our speech, our behavior, and our programs to demonstrate an appreciation of
diversity. We will strive for reaching fair and equitable interpretation of
policy/procedure without stressing an undue advocacy role toward management
of employees. We will attempt to always create an environment of
recognition and support of human values in the workplace, and not allow
administrative process or personal opinions to influence the fundamental
respect for the human element.
