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Welcome New Employee!

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.

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Welcome New Employee!

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  1. Welcome New Employee! Quality Assurance & Systems Integration Division Quality Assurance Bureau

  2. Quality Assurance Bureau New Employee OrientationPART 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 GovernmentGovernor 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

  13. 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 • 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 Evaluate 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 INTERVENTIONcomponent.

  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. CommunicationResources

  33. 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

  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.

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

  36. 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

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

  38. Quality Assurance Bureau New Employee OrientationPART II Constituent Correspondence Process

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

  40. 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

  41. 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.

  42. 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

  43. 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

  44. 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

  45. 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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