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Welcome New Employee!

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Quality Assurance & Systems Integration Division Quality Assurance Bureau Quality Assurance Bureau New Employee Orientation PART I NAVIGATING THROUGH: Desk Top Manual ... – PowerPoint PPT presentation

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Title: Welcome New Employee!


1
Welcome New Employee!
  • Quality Assurance Systems Integration Division
  • Quality Assurance Bureau

2
Quality Assurance Bureau New Employee
Orientation PART I
  • NAVIGATING THROUGH
  • Desk Top Manual
  • Phone
  • Computer
  • Email
  • Parking Lot Entry Card

3
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.

4
Go to the start menu, click on my computer then
click on the network drive
5
Click on the Quality Assurance and Systems
Integration Folder
6
Click on the Quality Assurance Bureau Folder
7
Click on the desk top manual folder
8
MAKE A NOTE
  • When using documents from the network, please
    copy them to a folder on your desktop before
    editing or changing the document.

9
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

10
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.

11
State Government
12
State Government Governor Bill Richardson's
Cabinet Secretaries and Agency Directors
  1. Aging Long Term Care Department
  2. Agriculture Department
  3. Chief Information Officer
  4. Children, Youth Families Department
  5. Department of Corrections
  6. Department of Cultural Affairs
  7. Economic Development Department
  8. Department of Public Education
  9. Energy Minerals Natural Resources Department
  10. Environment Department
  11. Department of Finance Administration
  12. General Services Department
  13. Department of Health
  14. Higher Education Department
  1. Department of Transportation
  2. Homeland Security
  3. Human Services Department
  4. Indian Affairs Department
  5. Department of Labor
  6. Military Affairs
  7. State Personnel Office
  8. Public Defender
  9. Department of Public Safety
  10. Regulation Licensing Department
  11. State Engineer
  12. State Investment Council
  13. Taxation Revenue Department
  14. Tourism Department
  15. Veteran Services
  16. Workman's Compensation Administration

13
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

14
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)
15
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

16
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

17
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
18
Action Plans
19
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

20
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.

21
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

22
Personnel
23
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

24
Policies Procedures
25
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.

26
Professional Development
27
Professional Development Documents on the PED
P-Drive
  • Guidelines for Quality Reviews
  • Quality Review Checklist

28
Calendars
29
Calendar Documents on P-Drive
  • QAB Ticklers (needs work)
  • SPO Calendar

30
Directories
31
Directory Folder on P-Drive
  • PED Directory
  • QASID Distribution List
  • Phone Numbers

32
Communication Resources
33
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

34
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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38
Parking
  • Laura Prando 7-6952, will help you obtain a
    parking card from Tony Benavidez in the
    Procurement Building Services Bureau 7-6774.

39
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
40
Phone
  • Your phone number is 7-4298
  • Work with Laura Prando 7-6952 Tony Benavidez
    7-6774 to get your voicemail set up.

41
Quality Assurance Bureau New Employee
Orientation PART II
  • Constituent Correspondence Process

42
  • INTERNAL INTERVENTION
  • Complaint Resolution-
  • Constituent Correspondence
  • Data Collection-
  • Maintaining CTS Log
  • Systems Change-
  • Informing PED

43
Internal Intervention Complaint 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

44
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.

45
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

46
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

47
HOW TO ACCESS THE CTS 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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50
UPDATING DATA CTS 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

51
Other Forms of Response
  • Informative Email from QAB
  • Phone Call
  • Faxed resource

52
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 PHONE CONVERSATION CTS ENTRY
QAB Consultant PB JRE SH QAB Consultant PB JRE SH Intake Consultant LP PB JRE SH
Name of Customer Name of Customer Priority Normal High
Date Time Date Logged
District District Status Open Closed
School School Date Closed
Students Name Students Name Response/Remedies
Role in Community Role in Community Assigned ToPB JRE SH
Home Phone Home Phone Date Assigned
Cell Phone Cell Phone SPECIAL INSTRUCTIONS
Work Phone Work Phone WHERE DID CALL ORIGINATE????
Email Email WHERE DID CALL ORIGINATE????
Home Address Home Address WHERE DID CALL ORIGINATE????
Facts/Details WHAT happened? Facts/Details WHAT happened? Facts/Details WHAT happened?
WHO is involved?/WHO has customer spoken with at district level? WHO is involved?/WHO has customer spoken with at district level? WHO is involved?/WHO has customer spoken with at district level?
WHAT remedy is customer seeking? WHAT remedy is customer seeking? WHAT remedy is customer seeking?
WHAT ideas does the customer have to remedy the situation? WHAT ideas does the customer have to remedy the situation? WHAT ideas does the customer have to remedy the situation?
WHAT is QABs next step? WHAT is QABs next step? WHAT is QABs next step?
FOLLOW-UP NOTES FOLLOW-UP NOTES FOLLOW-UP NOTES
53
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

54
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)

55
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

56
CLICK ON PUBLIC ED COMMISSION
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59
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

60
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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64
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
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