HR Service Center (HR Connect)

About the Program

Category: Personnel Management, Employment and Training (Best in Category)

Year: 2021

The human resources department is one of the most complex and confusing areas of business operations for managers and employees. Finding ways to simplify processes and share information quickly and easily with employees and managers is essential to success, employee relations and regulatory compliance. In organizations without service centers, HR professionals spend much of their time answering routine administrative questions. When qualified service center representatives take on these routine questions, other HR professionals can focus on strategic and out-of-the-ordinary issues. Wake County Human Resources’ customer service is exceptional; however, key individuals were always being tapped for answers to administrative questions in addition to required participation on special projects and maintaining or expanding existing programs and processes. This resulted in staff working longer hours to meet the growing demand. Beginning in 2019, the County established a Human Resources (HR) Service Center, titled HR Connect, to provide a one-stop shop for all HR-related inquiries. HR Connect is staffed by dedicated HR Specialists available to answer employee, retiree or citizen inquiries regarding HR-related matters such as benefit questions, employment verifications, etc. If a question cannot be handled immediately by one of the Service Reps, it is quickly escalated to one of HR’s Centers of Excellence. The service representative is there to guide customers through their question or issue until resolution is reached providing a single point of contact to obtain information. The implementation of the HR service center reduces employee frustration, improves communication, consistency, and accuracy, and increases productivity.