Human Resources Services: Service Level Agreement For HR Services

Service Level Agreement for HR Services
Overview
Service level agreement for the provision of HR Services in relation to employee relations advice and recruitment assistance to managers, supervisors and staff.
This is an internal agreement for HR services between the Human Resources Department and the Customer Services Branch.
Service Specifications
The designated HR team at Coastal Education Network will provide advice, assistance and support on the implementation of the organisation's HR policies and procedures in relation to employee relations and selection and recruitment activities in the Customer Services Branch.
This aligns to our corporate goal to "attract and develop highly motivated customer service oriented staff".
Primarily
For more complex queries, contact the manager initiating the request to clarify what information is required, determine the context for the information and negotiate with the manager the most appropriate form of response. Examples of these could be: providing further one-on-one coaching with the manager to assist them in dealing with the issues; arranging a face-to-face meeting with the manager and affected staff member/s to provide the information and further discuss the issues at hand; and attending a staff meeting as a guest speaker to provide the information to all staff and be available to answer further queries.
Recruitment and selection activities
Upon receiving the request for recruitment, the HR team member will contact the manager to arrange a time to discuss the specific recruitment needs. This will include determining: the specific requirements of the position (via the completion of a recruitment needs assessment questionnaire); the length of tenure for the position (ie permanent, short term or longer term contract,
Performance Standards for SA
Qualitative Measures
The HR team will ensure that the advice provided is accurate, up-to-date, and in line with the organisation's strategic direction, policies and procedures.
The HR team will ensure that they approach each issue with a view to providing a range of solutions to assist the supervisor or managers make informed decisions.
The HR team leader will attend all Customer Service management meetings to provide updates and information on HR issues to managers and supervisors, and be available to provide HR perspectives on issues relating to the operations of the Customer Service Branch.
Quantitative Measures
The HR team will ensure that all enquiries are handled promptly in accordance with the organisation's HR service standards (ie initial contact with client within 24 hours of receipt of enquiry). For more complex enquiries, each will be handled on a case-by-case basis which is to be negotiated with the client in the initial