Transcript Slide 1

Welcome New Employee!
Quality Assurance & Systems
Integration Division
Quality Assurance Bureau
Quality Assurance Bureau
New Employee Orientation
PART I
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NAVIGATING THROUGH:
Desk Top Manual
Phone
Computer
Email
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
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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 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
15.
16.
17.
18.
19.
20.
21.
22.
23.
24.
25.
26.
27.
28.
29.
30.
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
PED Organizational Chart
PUBLIC
EDUCATION
COMMISSION
OFFICE OF THE SECRETARY
OF EDUCATION
Dr. Veronica C. García
DIVISION OF
VOCATIONAL
REHABILITATION
GOVERNOR’S COUNCIL
ON TEACHING
•PUBLIC INFORMATION
OFFICER
FINANCE & OPERATIONS
ADMINISTRATIVE SERVICES
DIVISION
PROGRAM SUPPORT &
PUPIL TRANSPORTATION
DIVISION
SCHOOL FINANCE DIVISION
•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
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)
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
QUALITY ASSURANCE
BUREAU
PRIORITY SCHOOLS
BUREAU
Bernard Raymond
Director
(6)
Sheila Hyde
Director
Sally Wilkinson
Director
(13)
(5)
Laura Prando
Julia Emslie
Phil Baca
Stewart Farley
LEGISLATIVE &
COMMUNITY RELATIONS
BUREAU
Ruth Williams
Director
(3)
QUALITY ASSURANCE & SYSTEMS INTEGRATION DIVISION
HUMAN RESOURCES
•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
QUALITY ASSURANCE
•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
PRIORITY SCHOOLS
•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 & COMMUNITY
RELATIONS
•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 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
Phil Baca
Education Administrator
Vacant
Education Administrator
Laura Prando
Administrative Assistant
Evaluate RRI Data
Parent Involvement
Quality Reviews of Conference
Presentations
Desktop Manual Prototype
Internal Professional Development
Desktop Manual Prototype
Student Assistance Team
Compliance Manual
Collecting & Reporting Department
Data
Collecting & Reporting Division
Data
Maintain QAB Website
Report RRI Data to all Divisions
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
Action
Plans
Action Plan Folder on PED P-Drive
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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 INTERVENTION
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COMPLAINT RESOLUTION
Triage incoming calls and/or correspondence
on complaints from internal and external
sources
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Act as first point of contact for PED (QAB
HELP DESK)
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Follow up with appropriate Assistant Secretary,
EPSS Coordinator or Program Manager
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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
Development
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
Communication
Resources
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.
OLD SANTA FE TRAIL
ROUND
HOUSE
DON GASPAR
A
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PED
Jerry Apodaca Bldg.
P
BATAAN
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O
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PARK
HERE
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 II
Constituent Correspondence Process
INTERNAL INTERVENTION
• Complaint Resolution• Constituent Correspondence
• Data Collection• Maintaining CTS Log
• Systems Change• Informing PED
Internal Intervention
Complaint Resolution
Your “training” will consist of handson duties that will begin immediately:
• Answering constituent
complaints/concerns through:
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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
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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 THE
CTS: Customer Tracking System
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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
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
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:
Date:
Time:
Normal
Date Logged:
District:
Status:
School:
Date Closed:
Student’s Name:
Response/Remedies:
Role in Community:
Assigned To:PB
Home Phone:
Date Assigned:
Cell Phone:
SPECIAL INSTRUCTIONS:
Work Phone:
WHERE DID CALL ORIGINATE????
Email:
Home Address:
Facts/Details
WHAT 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:
High
Open
Closed
JRE
SH
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