1. Home
  2. About
  3. HR Customer Service Standards

HR Customer Service Standards

The Department of Human Resources’ (HR) Mission acknowledges that people are our most valuable asset for sustaining excellent teaching, research, service, and attracting a talented diverse workforce. We create and maintain dynamic policies and procedures to facilitate change while ensuring compliance. We strive for excellence by delivering innovative training, exceptional service and supporting personal well-being. The Department of Human Resources seeks to be recognized for creating transformational experiences that positively impact the university community and its culture.

To fulfill our Mission and Vision, these HR Standards of Performance are designed to provide our customers with a reasonable expectation of process and outcomes. In addition, we want our customers to know what we expect of ourselves as we move toward “Customer Focused Service Excellence.” HR will respond to all inquiries as soon as practical and in accordance with the listed standards. Should you have an encounter with HR that does not meet with these expectations, please contact the appropriate HR director as soon as possible to discuss and resolve your situation.

Contact & Hours of Operation

HR Service Center
Crawford Hall, Room 320
Email: AskHR@case.edu
Phone: 216.368.6964

Normal hours of operation for HR are 8:30 a.m.-5:00 p.m. for the purpose of these Standards of Performance. The HR Service Center, located at Crawford Hall, Room 320, is open during those business hours. 
You may also submit any forms with restricted information intact by utilizing the secure cloud content management website, Box, via Ask HR Box. Please note Box is the only approved platform for storing restricted data in the cloud at CWRU. You will be sent an email from AskHR@case.edu confirming receipt of the documents once they have been received.

You can provide feedback on service received from the HR Service Center with this survey.

Central HR Department

  • We will make every effort to return calls and voicemail messages the same business day, but no later than the next business day. If the HR specialist you are trying to reach is out of the office, please contact the HR Service Center at AskHR@case.edu for immediate assistance.

  • We will acknowledge all emails within one business day. If we are unable to substantively respond to your email, or the information will take longer than the next business day to obtain, our acknowledgement will provide an expected date when the requested information will be available for the substantive response.

  • Should a customer inquiry require research or consultation, the individual asked will be responsible for consulting with their appropriate team members and getting information back to the customer. When it is best to forward the customer to another HR representative, the individual will do so.

HR Service Center

  • Acknowledge the receipt of a customer’s request within one (1) business day.

  • Return all voicemails no later than the next business day.

  • If the customer inquiry cannot be answered immediately and/or the Service Center needs to consult with another HR team member, the Service Center will provide an update with the intended course of action and a timeframe of when the customer can expect to be contacted with the requested information.

  • Employment requisition and posting process - Positions are approve daily within 24 hours of an approved requisition through HCM Recruiting. An email will be sent to the hiring manager the same day explaining the hiring process and providing contact information for the Employment Specialist. The website is updated twice a day so there may be a delay between the position being approved and showing up as live on the website.

Benefits

The response and processing times below refer to the time period after all required forms and documentation are received in the Benefits office. 

  • General benefits inquiries (phone calls, emails) - one (1) business day.

  • Appeals - acknowledgment of receipt within 1 business day; time frames for review and decision will vary depending upon the complexity of the case.

  • Benelect enrollment elections (e.g., new hires, change of status) - two (2) business days.

  • Tuition waivers - within five (5) business days; however note that the Office of Student Financial Services typically does not begin to apply payments until the end of the drop/add period each semester.

  • Tuition reimbursement payments - within two (2) weeks of grade submission.

  • Carrier inquiries - one (1) business day.

  • COBRA paperwork - mailed within five (5) business days of notification.

Note: On some special occasions, such as during Benelect Open Enrollment, response times may be delayed.

Compensation

  • Job description review and analysis - An initial response will be provided within five (5) business days. This timeframe will vary depending on the complexity/scope of the position and timing with the payroll process. The process is complete when there is agreement on a final job description and a signed certification memo.

  • Equity review - An initial response will be provided within five (5) business days. This timeframe will vary depending on the complexity/scope of the positions under review and timing with the payroll process.

  • Additional payment - Requests are reviewed and processed for the upcoming pay period if they are received and an agreement regarding payment is reached prior to payroll cutoff.

  • Performance management - review of salary/merit increases are processed prior to the payroll cutoff if received on time.

Employee Relations

Employee Relations will strive to meet the following timelines. The response and processing times below refer to the time period after all required forms and documentation are received by the Employee Relations office.

Employment

  • Time to fill - Employment’s goal is to fill staff positions within a 45 day timeframe. This may vary depending upon the complexity, level of the position, underutilization and availability of the hiring officials.

  • Recruiting process - All positions are posted on our website for a minimum length of 7 calendar days/5 business days (typical length of a job posted on our website is thirty (30) days).

  • Hiring process - Offers of employment are extended by the Recruiter upon the candidate’s satisfactory completion of background screening. Background screening may take 5-10 business days (This may vary dependent on obtaining results from criminal background check and availability of professional references).

Visa & Immigration Services & Advisors (VISA)

  • Acknowledge the receipt of a customer’s request within one (1) business day.

  • F-1 Visa - Processing times vary depending on time of year and staff workload. Please visit the VISA Office website for additional information. 

  • J-1 Visa - Cases are typically processed within 2-5 weeks after all required documents are received by the Visa Office. They do not reflect the time the U.S. Government takes to complete the request once the government has received it, if such processing is required.

  • H-1B, O-1, E-3, and TN Visas - Cases are typically filed with USCIS or other appropriate government agency within 4-6 weeks after all required documents are received by the Visa Office. This does not reflect the time the U.S. Government takes to complete the request once the government has received it.

Please keep in mind that these processing times are based on an average of all cases the VISA Office receives. These times may vary depending upon the complexity of the case, the number of cases in the queue (first in, first out), and current workload. Please reach out to the VISA Office at visa@case.edu or 216.368.6964 with any questions. 

Information Systems/Records

The HR Information Systems & Records department strives for a one business day turnaround on the work it receives. This can vary during months when the volume of work increases due to faculty reappointments, special ERP projects, payroll projects and when the department is not fully staffed.

  • New Hires - processed within one (1) business day

  • Verification - processed within two (2) business day

  • Reviews - prior to the payroll cutoff if received on time

  • Email, phone, mail, Help Desk tickets - processed within one (1) business day

  • Terminations - processed within three (3) business day

Professional Development Center (PDC)

  • Acknowledge the receipt of a customer’s email or phone call within one (1) business day.

  • If the customer inquiry cannot be answered immediately, the Professional Development Team will provide an update with the intended course of action and a timeframe of when the customer can expect to be contacted with the requested information.

    • Request for Training

    • Request for Career Counseling

    • Request for Mediation

Wellness

  • Acknowledge the receipt of a customer’s email or phone call within one (1) business day.

  • If the customer inquiry cannot be answered immediately, the Wellness Team will provide an update with the intended course of action and a timeframe of when the customer can expect to be contacted with the requested information.

  • Registration links for upcoming series will be listed on the website no later than 3 weeks in advance of the course start date.

  • Monthly Wellness newsletter will be sent on or before the first day of the month.