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.
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.
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.
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.
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.
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.
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.