Queen's University

Human Resources unveils new way of providing services

 
2013-02-13

A major restructuring in the university’s Department of Human Resources (HR) is changing the way it delivers services to employees and managers.

“The comprehensive HR review in 2010 and feedback from our clients indicated the desire for contemporary delivery of HR services,” says Al Orth, Associate Vice-Principal (Human Resources). “We believe the HR client service team (CST) delivery model provides a high level of professional service that is required given the growing complexity of HR practices.”

The new model centralizes HR functions into four teams composed of a manager and HR advisors. Every faculty or VP office is assigned a team with the individual advisor serving as the first point of contact for managers, department administrators, faculty and staff who need support. The teams continue to work closely with HR specialists for guidance on complex issues.

The restructuring increases HR’s capacity to offer proactive HR services as the client service teams better understand the strategic objectives of their assigned units or portfolios.

“This model allows us to become true partners with our clients,” says Julie Mekarski, Director, Client Services. “The client service team is a dedicated resource for a unit or portfolio, and in a sense, becomes its HR department.”

HR received positive feedback after introducing HR advisors during the first phase of the new model rollout last year. All four CST managers have now been hired, giving faculties and portfolios access to senior HR professionals who can advise them on a variety of strategic initiatives.

CST managers have started meeting with representatives from faculties and VP offices. Over the next several months, HR will examine its service standards to identify ways for improving service under the new model.
 

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