Welcome New Employee

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Welcome New Employee!

• Quality Assurance Systems Integration Division
• Quality Assurance Bureau

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Quality Assurance Bureau New Employee
OrientationPART I

• NAVIGATING THROUGH
• Desk Top Manual
• Phone
• Computer
• Email
• Parking Lot Entry Card

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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.

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Go to the start menu, click on my computer then
click on the network drive
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Click on the Quality Assurance and Systems
Integration Folder
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Click on the Quality Assurance Bureau Folder
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Click on the desk top manual folder
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MAKE A NOTE

• When using documents from the network, please
  copy them to a folder on your desktop before
  editing or changing the document.

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Within This Folder You Will SeeTable of Contents

• Organizational Chart
• Directories
• Personnel
• Action Plans
• Calendars
• Budget
• Policy Procedure
• Forms
• Professional Development
• Communication Resources
• Desktop Manual Revision Process
• Index/Site Map

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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.

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State Government
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State Government Governor Bill Richardson's
Cabinet Secretaries and Agency Directors

• Aging Long Term Care Department
• Agriculture Department
• Chief Information Officer
• Children, Youth Families Department
• Department of Corrections
• Department of Cultural Affairs
• Economic Development Department
• Department of Public Education
• Energy Minerals Natural Resources Department
• Environment Department
• Department of Finance Administration
• General Services Department
• Department of Health
• Higher Education Department

• Department of Transportation
• Homeland Security
• Human Services Department
• Indian Affairs Department
• Department of Labor
• Military Affairs
• State Personnel Office
• Public Defender
• Department of Public Safety
• Regulation Licensing Department
• State Engineer
• State Investment Council
• Taxation Revenue Department
• Tourism Department
• Veteran Services
• Workman's Compensation Administration

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PED Organizational Chart
PUBLIC EDUCATION COMMISSION
OFFICE OF THE SECRETARY OF EDUCATION Dr.
Veronica C. García
DIVISION OF VOCATIONAL REHABILITATION
GOVERNORS COUNCIL ON TEACHING

• PUBLIC INFORMATION OFFICER
• INTERNAL AUDIT
• GENERAL COUNSEL
• QUALITY ASSURANCE SYSTEMS INTEGRATION DIVISION
• CHIEF INFORMATION OFFICER

• LEARNING ACCOUNTABILITY
• ASSESSMENT ACCOUNTABILITY DIVISION
• EDUCATOR QUALITY DIVISION
• INDIAN EDUCATION DIVISION
• INSTRUCTIONAL SUPPORT DIVISION
• RURAL EDUCATION DIVISION

• FINANCE OPERATIONS
• ADMINISTRATIVE SERVICES DIVISION
• PROGRAM SUPPORT PUPIL TRANSPORTATION DIVISION
• SCHOOL FINANCE DIVISION

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OFFICE OF THE SECRETARY
OFFICE OF THE SECRETARY Dr. Veronica C.
Garcia Cabinet Secretary Lori Bachman
Executive Secretary Rocky van Goidtsnoven,
Scheduling Director Sarah Archuleta
Receptionist Info Clerk-A Jennifer Chavez
Public Information Officer Beverly Friedman
Public Information Officer Linda Olivas Exec.
Sec. Admin. Asst.-A (7)
INTERNAL AUDIT Vacant Tapia General
Manager (7)
GENERAL COUNSEL Willie Brown General Counsel (7)
QUALITY ASSURANCE SYSTEMS INTEGRATION Assistant
Secretary (29)
CHIEF INFORMATION OFFICER Robert Piro Assistant
Secretary (20)
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QUALITY ASSURANCE SYSTEMS INTEGRATION DIVISION
QUALITY ASSURANCE SYSTEMS INTEGRATION
DIVISION Dr. Mary Rose C de Baca Assistant
Secretary Melissa Rosales Exec Sec Admin.
Asst.-A (2)
HUMAN RESOURCES BUREAU Bernard Raymond Director (6
)
QUALITY ASSURANCE BUREAU Sheila Hyde Director
(5)
PRIORITY SCHOOLS BUREAU Sally Wilkinson
Director (13)
LEGISLATIVE COMMUNITY RELATIONS BUREAU Ruth
Williams Director (3)

• Laura Prando
• Julia Emslie
• Phil Baca
• Stewart Farley

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QUALITY ASSURANCE SYSTEMS INTEGRATION DIVISION
HUMAN RESOURCES
PRIORITY SCHOOLS
LEGISLATIVE COMMUNITY RELATIONS
QUALITY ASSURANCE

• 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

• 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

• Rapid Response Intervention
• Internal External Complaint
• Triage Intervention
• Organizational Development
• Systems Alignment
• Quality Assurance Monitoring
• Cross Functional Teams
• Desk Top Manuals
• PED Performance Measures
• District Support
• Accreditation
• Student Assistance Team
• Compliance Monitoring

• 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

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QUALITY ASSURANCE BUREAU
QUALITY ASSURANCE BUREAU Dr. Sheila Hyde Program
Manager Rapid Response Intervention (RRI) Chart
RRI Data Statewide Accreditation Monitor QA SI
Integration Plans Integrate Division Plans into
Single Department Plan Monitor and Report on
Division Action Plans Laura Prando
Administrative Assistant
Julia Rosa Emslie Education Administrator Evaluat
e RRI Data Parent Involvement Quality Reviews of
Conference Presentations Desktop Manual Prototype
Phil Baca Education Administrator Internal
Professional Development Desktop Manual
Prototype Student Assistance Team Compliance
Manual
Vacant Education Administrator Collecting
Reporting Department Data Collecting Reporting
Division Data Maintain QAB Website Report RRI
Data to all Divisions
Laura Prando Administrative Assistant Enter RRI
cases into CTS Print Letters from
Secretary Deliver Letters to Secretary Manage
E-editing file Mail and File Letters from
Secretary Daily Check for Signed Letters
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Action Plans
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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

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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.

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INTERNAL INTERVENTION

• COMPLAINT 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

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Personnel
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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

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Policies Procedures
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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.

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Professional Development
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Professional Development Documents on the PED
P-Drive

• Guidelines for Quality Reviews
• Quality Review Checklist

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Calendars
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Calendar Documents on P-Drive

• QAB Ticklers (needs work)
• SPO Calendar

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Directories
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Directory Folder on P-Drive

• PED Directory
• QASID Distribution List
• Phone Numbers

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CommunicationResources
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Communication Resources on P-Drive

• Correspondence Protocol
• For Dr. Garcías Signature
• Communication with Governor Lt. Governor
• Constituent Support Procedures
• Phone Script Protocol
• Resolution Resources
• e-editing
• Letter Templates
• Writing Tips

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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.

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Parking

• Laura Prando 7-6952, will help you obtain a
  parking card from Tony Benavidez in the
  Procurement Building Services Bureau 7-6774.

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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.

OLD SANTA FE TRAIL
ROUND HOUSE
DON GASPAR
ALAMEDA
DE VARGAS
C A P I T O L
PED Jerry Apodaca Bldg.
BATAAN
PARK HERE
GALISTEO
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Phone

• Your phone number is 7-4298
• Work with Laura Prando 7-6952 Tony Benavidez
  7-6774 to get your voicemail set up.

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Quality Assurance Bureau New Employee
OrientationPART II

• Constituent Correspondence Process

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• INTERNAL INTERVENTION
• Complaint Resolution-
• Constituent Correspondence
• Data Collection-
• Maintaining CTS Log
• Systems Change-
• Informing PED

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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

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INCOMING COMPLAINTS CONCERNS

• Complaints and concerns arrive to the QAB via
  communications sent to the Governors Office, as
  well as
• Letters
• Faxes
• Phone Calls
• Emails
• Sent to the PED.

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INCOMING COMPLAINTS CONCERNS

• Each complaint is given a priority level
• Governors Office HIGHEST PRIORITY
• All Governors Office complaints concerns MUST
  receive a gold seal letter signed by Dr. García
  as well as QAB Intervention.
• Secretary Garcías Office Next Level Priority
• Communication to PED then routed to QAB
• Directly to QAB

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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

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HOW TO ACCESS THECTS Customer Tracking System

• P Drive
• Quality Assurance Systems Integration
• Quality Assurance Bureau
• Access Databases
• CTS 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

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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

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Other Forms of Response

• Informative Email from QAB
• Phone Call
• Faxed resource

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Use this form when speaking to constituents by
phone, it is located in the Desk Top Manual
Folder Under Communication Resources, Phone
Scripts.
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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

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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)

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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

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CLICK ON PUBLIC ED COMMISSION
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QAB Hours

• 800am 500pm
• Lunch is ONE HOUR anytime between the hours of
  1130am and 130am
• Please discuss any modifications to this schedule
  with your program manager

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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

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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