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Published for the Employees and Friends of Glendale Community College

Vol 13.8 · August 2011
Gaucho Gazette > August 2011 > Administrative Services

Employee Resources becomes Human Resources

The Employee Resources Department adopted a name change and is now known as the Human Resources Department. This name better reflects the strategic role that we have been assigned at GCC.

Our theme this year is "Exploring the World of Human Resources" and it is our commitment to the campus to deepen the level of customer service we provide.

We began our customer satisfaction "adventure" in May when we asked the campus to respond to the HR Customer Satisfaction Survey that was administered by the Institutional Research Department. The survey was sent to 2,238 potential valid respondents by email. At the close of the survey, 192 had completed the questions, which is a response rate of 8.7 percent. The report indicated a high rate of satisfaction with the Human Resources Department in the following areas:
        Courteousness:  88.5%
        Professionalism:  87%
        Expertise:  86.4%
        Responsiveness:  80.2%
        Attentiveness:  80.2%
        Communication Methods:  79.7%
        Confidential Handling of Info:  78.6%
        Accuracy of Information:  77.7%
        Consistency of Information:  75%

The overall rating of satisfaction with the HR Department was 84.9 percent.  Another area "explored" was whether or not GCC employees preferred to deal with the District HR office or with the GCC HR Department. The results indicated that 60 percent of our employees preferred to pose their questions to our college department and 21.4 percent indicated that they prefer to address concerns with District HR office.

On June 1, the HR team held their annual strategic planning retreat and reviewed all the input and comments provided by the survey. They then developed the following key areas to address the concerns that were shared:
  • To provide better customer service at the front window, we will be implementing a triage station. Individuals visiting our office will be met with a friendly, welcoming employee who will ask questions to best answer the needs of the person.
  • We also made a stronger commitment to communication by avoiding using HR lingo and providing clearer explanations.
  • Additionally, we will be working with the District office to find the one correct answer to ensure accurate and consistent interpretation of information, policies and procedures.
  • To better explain how our office hours work to reduce the confusion over when appointments are required and to identify those situations when they are not needed.

Our goal is to provide consistent and clear information by providing a competent, welcoming environment to anyone who comes to our window.

Finally, our window hours will continue to be 7 a.m. - 6 p.m. on Monday, Tuesday, Thursday and Friday. On Wednesdays, the hours are 8:45 a.m. - 6 p.m.  Additionally there will be times when we need to close our window for training and team building opportunities, which are meaningful as we deal with the changing nature of the HR discipline.

Appointments are sometimes required for new temporary employees (adjunct, temporary, student and college work study). Because it can take up to 45 minutes to complete the new hire paperwork, we require an appointment for this activity if the employee wants to meet with us 10 a.m. - 2 p.m. and after 5 p.m. These appointments are only necessary for new temporary employees who have not worked at the college before. If you are simply picking up, dropping off documentation or just asking a simple question, an appointment is not needed.

Appointments serve two purposes: they allow the new employee to have dedicated time as we deal with the confidential nature of onboarding and the I-9 and E-verify processes. They also allow our department to keep our window open during the lunch period and at the same time allocate time for our HR staff to schedule their lunch breaks.     

Another issue that we realized as a result of the survey is the belief that employees can only visit the HR department during their lunch break if they have a question that relates to their own paycheck or personal situation or an employee relations issue. This is not accurate. Any employee has the right to visit our department during their work shift to discuss any employment related issue and it is identified as a "Maricopa Business" necessity.

Again, your HR Team -- Norma, Bryan, Nova, Rose Marie, Terri, Lindy and June -- is committed to serving you as we journey into the 2011-2012 academic year! If you have any questions or need additional information, please contact our main information line at 623-845-3400. - submitted by June Fessenden, manager, Human Resources

August 2011 Contents:

Presidential Perspectives

Academic Affairs

Administrative Services

Student Affairs

Around Campus

Staff and Contacts

All Gaucho Gazette Issues