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Improvements to Office of Human Resources Telephone Customer Service

Starting today, you will notice some differences in the way in which we handle telephone calls in the Office of Human Resources (OHR).  Here is a summary of the changes.

When callers dial 567-2600, they will hear a recorded message that will guide them to the services they are seeking.  Callers will hear:

• If you are an applicant with questions about our on-line employment system, press 1
• Call goes to OHR front desk to be answered/triaged

• For Recruitment and Compensation, press 2
• Call goes to OHR front desk to be answered/triaged

• For Benefits and Records, press 3  
• Call goes to automatic call distribution (ACD) and is answered by the next available staff member on the customer services team; if all team members are busy, the caller goes into the queue and will hear: ‘Your call is very important to us.  Please stay on the line until the next available staff member can help you’; music will then begin with the message being repeated at regular intervals.

• For help with working relationships and performance issues within your department, press 4
• Call goes to 7-2631 (Steve Middleton, Senior Employee Relations Advisor, for handling

• For administrative offices, policy questions, and leave administration, press 5
• Call goes to OHR administrative area at 7-2590 (Anne McGee or Debbie Cash) for handling

• For Organization Development and Training, press 6
• Call goes to 7-2320 (Maria Campirano) for handling 

• For all other questions, press 0 
• Call goes to OHR front desk (payroll, accounting, EAP, etc) to be answered/triaged

The direct numbers for individual OHR staff members will remain the same.

The old benefits numbers 567-0123 and 567-2610 will no longer be in use.  However, a recorded message will guide callers to 567-2600 for a 30-day period.

We are upgrading our telephone customer service processing in an effort to better serve you and your employees in anticipation of the HCM Project Go Live date of July 5th.  As you begin to use the new service, please do not hesitate to give us feedback about problems or improvements.  Thank you!