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Welcome New Employee!. Quality Assurance & Systems Integration Division Quality Assurance Bureau. Quality Assurance Bureau New Employee Orientation PART I. NAVIGATING THROUGH: Desk Top Manual Phone Computer Email Parking Lot Entry Card. Desk Top Manual. - PowerPoint PPT Presentation
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Welcome New Employee!Quality Assurance & Systems
Integration Division
Quality Assurance Bureau
Quality Assurance Bureau New Employee Orientation
PART I
NAVIGATING THROUGH:
1. Desk Top Manual
2. Phone
3. Computer
4. Email
5. Parking Lot Entry Card
Desk Top Manual
• Included in this orientation is an overview of the desk top manual, which you will build to fit your specific needs.
• Located on the P-Drive in a folder labeled “QAB Desk Top Manual” are the current desk top manual templates.
• Phil Baca will discuss the desk top manual history and process with you when you are ready.
Go to the start menu, click on “my computer” then click on the network drive
Click on the Quality Assurance and Systems Integration Folder
Click on the Quality Assurance Bureau Folder
Click on the desk top manual folder
MAKE A NOTE:
• When using documents from the network, please copy them to a folder on your desktop before editing or changing the document.
Within This Folder You Will See:Table of Contents
• Organizational Chart • Directories • Personnel • Action Plans • Calendars • Budget • Policy & Procedure • Forms • Professional Development • Communication Resources • Desktop Manual Revision Process • Index/Site Map
Desk Top Manual• Keep in mind that the manual is still
in the process of being built
• Every position in the bureau will have a unique manual, while all bureau manuals will have common themes and threads
• The following slides can be used as a guide for you and Phil Baca as you discuss the manual.
State Government
State Government Governor Bill Richardson's Cabinet Secretaries and
Agency Directors:
1.Aging & Long Term Care Department
2.Agriculture Department3.Chief Information Officer4.Children, Youth & Families
Department5.Department of Corrections6.Department of Cultural Affairs 7.Economic Development Department8.Department of Public Education9.Energy Minerals & Natural
Resources Department10.Environment Department11.Department of Finance &
Administration12.General Services Department13.Department of Health14.Higher Education Department
15. Department of Transportation 16. Homeland Security17. Human Services Department18. Indian Affairs Department19. Department of Labor20. Military Affairs21. State Personnel Office22. Public Defender23. Department of Public Safety24. Regulation & Licensing
Department25. State Engineer26. State Investment Council27. Taxation & Revenue
Department28. Tourism Department29. Veteran Services 30. Workman's Compensation
Administration
PED Organizational ChartOFFICE OF THE SECRETARY
OF EDUCATION
Dr. Veronica C. García
•PUBLIC INFORMATION OFFICER
•INTERNAL AUDIT
GENERAL COUNSEL
QUALITY ASSURANCE & SYSTEMS INTEGRATION DIVISION
CHIEF INFORMATION OFFICER
DIVISION OF VOCATIONAL
REHABILITATION
PUBLIC EDUCATION
COMMISSION
GOVERNOR’S COUNCIL ON TEACHING
FINANCE & OPERATIONS
ADMINISTRATIVE SERVICES DIVISION
PROGRAM SUPPORT & PUPIL TRANSPORTATION DIVISION
SCHOOL FINANCE DIVISION
•LEARNING & ACCOUNTABILITY
ASSESSMENT & ACCOUNTABILITY DIVISION
EDUCATOR QUALITY DIVISION
INDIAN EDUCATION DIVISION
INSTRUCTIONAL SUPPORT DIVISION
RURAL EDUCATION DIVISION
OFFICE OF THE SECRETARYDr. Veronica C. Garcia
Cabinet Secretary
Lori Bachman – Executive SecretaryRocky van Goidtsnoven, Scheduling DirectorSarah Archuleta – Receptionist Info Clerk-AJennifer Chavez – Public Information Officer
Beverly Friedman – Public Information OfficerLinda Olivas – Exec. Sec. & Admin. Asst.-A
(7)
INTERNAL AUDIT Vacant – Tapia
General Manager
(7)
GENERAL COUNSELWillie Brown
General Counsel
(7)
QUALITY ASSURANCE & SYSTEMS
INTEGRATION
Assistant Secretary(29)
CHIEF INFORMATION OFFICER
Robert PiroAssistant Secretary
(20)
OFFICE OF THE SECRETARY
QUALITY ASSURANCE & SYSTEMS INTEGRATION DIVISION
Dr. Mary Rose C de BacaAssistant Secretary
Melissa Rosales – Exec Sec & Admin. Asst.-A(2)
HUMAN RESOURCES BUREAU
Bernard RaymondDirector
(6)
QUALITY ASSURANCE BUREAU
Sheila HydeDirector
(5)
PRIORITY SCHOOLS BUREAU
Sally Wilkinson Director
(13)
LEGISLATIVE & COMMUNITY RELATIONS
BUREAU
Ruth WilliamsDirector
(3)
Laura PrandoJulia EmsliePhil BacaStewart Farley
QUALITY ASSURANCE & SYSTEMS INTEGRATION DIVISION
HUMAN RESOURCES QUALITY ASSURANCE PRIORITY SCHOOLS LEGISLATIVE & COMMUNITY RELATIONS •Recruitment &
Retention•Payroll & Benefits•Staff Development &•Training•Employee Relations•Policies & Procedures•Employee Orientation•EEO/ADA/Title IX/Loss • Control•Workers’ Compensation•Family Medical Leave Act•Internal Professional • Development
•Rapid Response Intervention•Internal & External Complaint •Triage & Intervention•Organizational Development•Systems Alignment•Quality Assurance MonitoringCross Functional TeamsDesk Top ManualsPED Performance MeasuresDistrict SupportAccreditationStudent Assistance TeamCompliance Monitoring
•School Improvement Framework•Diagnostic Assessment & Reports•Teacher Coaching and Administrative Consultation•Educational Plan for Student Success•Develop and Implement Revised Process•Monitor and Evaluate District EPSS•Provide Professional Development and Technical Assistance
•Legislative Process•Bill Analysis•Bill Monitoring•Legislative Files, Work Plan and Newsletter•Public Relations•Annual PR Plan•Communications•PR Counsel •PR Scheduling•Marketing Management•Speechwriting•PED Newsletter•Annual Reports•Customer Service•Information Line•Web based Inquiries
QUALITY ASSURANCE & SYSTEMS INTEGRATION DIVISION
QUALITY ASSURANCE BUREAUDr. Sheila HydeProgram Manager
Rapid Response Intervention (RRI)Chart RRI Data
Statewide AccreditationMonitor QA & SI Integration Plans
Integrate Division Plans into Single Department PlanMonitor and Report on Division Action Plans
Laura Prando – Administrative Assistant
Julia Rosa EmslieEducation Administrator
Evaluate RRI DataParent Involvement
Quality Reviews of Conference Presentations
Desktop Manual Prototype
Phil Baca Education Administrator
Internal Professional DevelopmentDesktop Manual PrototypeStudent Assistance Team
Compliance Manual
Vacant Education Administrator
Collecting & Reporting Department Data
Collecting & Reporting Division Data
Maintain QAB WebsiteReport RRI Data to all Divisions
Laura PrandoAdministrative Assistant
Enter RRI cases into CTSPrint Letters from SecretaryDeliver Letters to Secretary
Manage E-editing fileMail and File Letters from
SecretaryDaily Check for Signed Letters
QUALITY ASSURANCE BUREAU
Action Plans
Action Plan Folder on PED P-Drive
• PED Vision & Mission• QAB Vision & Mission• Customer Service Action Plan (PED)• QAB Goals• Work Plan for Quality Assurance
Bureau
QAB Work Plan
• There are three areas of focus in the work plan.
• Your primary focus in the first few weeks of your employment with the PED will be the INTERVENTION component.
INTERNAL INTERVENTIONCOMPLAINT RESOLUTION
• Triage incoming calls and/or correspondence on complaints from internal and external sources
• Act as first point of contact for PED (QAB HELP DESK)
• Follow up with appropriate Assistant Secretary, EPSS Coordinator or Program Manager
• Provide response via letter, phone call, or email
Personnel
Personnel Documents on PED P-Drive
These documents should be included in your desktop manual, preferably at the beginning. This will help you decide what
documents you will need within the manual.
• Position Assignment Questionnaire
• Employee Development & Appraisal (EDA)• Goal Setting & Evaluation
• EPSS• Coordinator duties & responsibilities
Policies & Procedures
Policies & Procedures on the PED P-Drive
• Take a look at the various forms available for your use in this folder
• As mentioned earlier this is a work in progress; any ideas on how to better organize the manual are welcomed.
Professional Developmen
t
Professional Development Documents on the PED P-Drive
• Guidelines for Quality Reviews
• Quality Review Checklist
Calendars
Calendar Documents on P-Drive
• QAB Ticklers (needs work)
• SPO Calendar
Directories
Directory Folder on P-Drive
• PED Directory
• QASID Distribution List
• Phone Numbers
CommunicationResources
Communication Resources on P-Drive
• Correspondence Protocol• For Dr. García’s Signature• Communication with Governor & Lt. Governor
• Constituent Support Procedures• Phone Script Protocol• Resolution Resources
• e-editing• Letter Templates • Writing Tips
Email• Click on the OUTLOOK EXPRESS
button on your desktop or start menu
• You can also go through the PED Website to reach OUTLOOK.
• Use the OUTLOOK resource in the POLICY & PROCEDURE area of the Desk Top Manual folders on P-Drive.
Parking
• Laura Prando 7-6952, will help you obtain a parking card from Tony Benavidez in the Procurement & Building Services Bureau 7-6774.
PARKING LOT ENTRY CARD
• Use the white parking card by holding it up to the black sensor. Card will be given to you by Dr. Sheila Hyde, this is a temporary card, you will be issued a permanent one soon.
ALAMEDA
DON GASPAR
ROUND HOUSE
PEDJerry Apodaca Bldg.
BATAANPARK HERE
DE
VARGAS
OLD SANTA FE TRAIL
GALISTEO
C
A
P
I
T
O
L
Phone
• Your phone number is: 7-4298
• Work with Laura Prando 7-6952 & Tony Benavidez 7-6774 to get your voicemail set up.
Quality Assurance Bureau New Employee Orientation
PART IIConstituent Correspondence Process
INTERNAL INTERVENTION
• Complaint Resolution-• Constituent Correspondence
• Data Collection-• Maintaining CTS Log
• Systems Change-• Informing PED
Internal InterventionComplaint Resolution
Your “training” will consist of hands-on duties that will begin immediately:
• Answering constituent complaints/concerns through:• email• phone call • fax • hard-copy mail
INCOMING COMPLAINTS & CONCERNS
Complaints and concerns arrive to the QAB via communications sent to the Governor’s Office, as well as• Letters• Faxes• Phone Calls• Emails
Sent to the PED.
INCOMING COMPLAINTS & CONCERNS
Each complaint is given a priority level:
• Governor’s Office: HIGHEST PRIORITY• All Governor’s Office complaints & concerns
MUST receive a gold seal letter signed by Dr. García as well as QAB Intervention.
• Secretary García’s Office: Next Level Priority
• Communication to PED then routed to QAB
• Directly to QAB
CTS: Customer Tracking System
• ALL COMMUNICATION FROM CONSTITUENTS IS LOGGED ON THE CTS
• The CTS is the “Data Collection” component of the QASID Work Plan
• The CTS will also incorporate the “Systems Change” component by informing the PED on constituent statistics and remedies
HOW TO ACCESS THECTS: Customer Tracking System
P DriveQuality Assurance & Systems
IntegrationQuality Assurance Bureau
Access DatabasesCTS: Click on this
file• Hit OPEN when prompted• Hit ADD/EDIT Customer• Fill out form, hit SAVE CUSTOMER• Hit NEW CASE, fill out form, SAVE
UPDATING DATACTS: Customer Tracking System
Edit CTS each time that a new step in the process is made:
For Example-• Sending letter to Program Manager• A follow-up call• Sending letter to Dr. Garcia for
approval• Closing the case
Other Forms of Response
• Informative Email from QAB
• Phone Call
• Faxed resource
Use this form when speaking to constituents by phone, it is located in the Desk Top Manual Folder
Under Communication Resources, Phone Scripts.PHONE CONVERSATION CTS ENTRY
QAB Consultant: PB JRE SH Intake Consultant: LP PB JRE SH
Name of Customer: Priority: Normal High
Date: Time: Date Logged:
District: Status: Open Closed
School: Date Closed:
Student’s Name: Response/Remedies:
Role in Community: Assigned To:PB JRE SH
Home Phone: Date Assigned:
Cell Phone: SPECIAL INSTRUCTIONS:
Work Phone: WHERE DID CALL ORIGINATE????
Email:
Home Address:
Facts/DetailsWHAT happened?
WHO is involved?/WHO has customer spoken with at district level?
WHAT remedy is customer seeking?
WHAT ideas does the customer have to remedy the situation?
WHAT is QAB’s next step?
FOLLOW-UP NOTES:
Letter Written on Behalf of Secretary García
• An electronic editing system is used by this bureau
• There is a power point training on the system. Julia Rosa will train you on the system, let her know when you are ready.
• The PPT is in the QAB folder on the P-Drive under TRAINING
Resources
When working with constituents, many of their concerns will fall under state regulations and statutes. Use the following resources when helping
constituents find resolution:
• PED Website/NMAC State Board of Education Regulations
• New Mexico Statutes (Use Google to locate then make a “favorite” on web browser)
Accessing the Public Education Department Regulations:
Go to http://www.ped.state.nm.us/#
Click on Public Ed Commission, right hand menu
Click on Public Education Department Regulations and/or Public Education Department Regulations Search Engine
PROCESS IS AS FOLLOWS:
CLICK ON PUBLIC ED COMMISSION
QAB Hours
8:00am – 5:00pm
Lunch is ONE HOUR anytime between the hours of 11:30am and 1:30am
Please discuss any modifications to this schedule with your program
manager
ETS: Electronic Time Keeping System
• Keep a written log with your work hours, • At the end of each pay period, log onto
the ETS using the shortcut on the desktop
• Log your hours into the ETS• March 10th is the next end of pay period,
make sure to log your hours the day before
Modifications
• This PowerPoint is a work in progress. As you spend time “learning the ropes”, please include any pertinent information not included…
• This PP will be used with future QAB employees as well as shared with other bureaus within the PED