Human Resources Realigns Service Model, Launches Solution Center

Richmond faculty and staff now can phone a friend to find answers to their questions about benefits and policies.

Human Resources opened its Solution Center today, which is a phone- and email-based system designed to connect employees directly with HR representatives who can provide quick answers to questions and concerns. A new system also enables the department to track common issues in order to improve the current web-based resources available.

The center will be staffed Mondays through Fridays from 8 a.m. to 5:30 p.m., with the department’s redesigned website offering after-hours access to online resources for faculty and staff. Employees can reach the Solution Center by dialing one number: 289-8747 (289-URHR); or by emailing urhr@richmond.edu.

“Our goal is to provide timely, consistent, and accurate service for employees,” says Carl Sorensen, associate vice president for human resources. “Calls to the Solution Center will be tracked by topic so we can update the HR website to continually improve our service to University employees.”

The Solution Center is just one part of a larger reorganization effort designed to improve the way the division serves University employees. The new model follows industry practices and is guided by customer surveys conducted on campus in 2010.

Each division of the University now benefits from a dedicated business partner whose role will include working closely with each department to provide solutions for organization, performance, and employee relations needs.

“The business partner model really aligns with how the University is moving forward,” says Kim Wilson, one of the new partners. “We’re being proactive and looking at how the department works and for opportunities that can help produce a highly productive, highly empowered workforce.”

Both Wilson and Pam Ash will focus on building strong relationships with campus units.

Two talent acquisition specialists — Patricia Chandler and Rea Childs — will continue to recruit employees who meet the unique staffing needs of each division and also support continuing employee education.

Employees can learn more and meet their business partners and talent acquisition specialists at an open house that Human Resources plans to host in their newly renovated space on the ground level of Weinstein Hall. Look for an invitation soon.