UMHS HR Business Unit Team - Service Level Agreement
The UMHS HR Business Unit Team Service Level Agreement describes and helps define the working partnership
between the HR Business Unit Team and DEPARTMENT.
In order to streamline our working partnership and processes, UMHS HR encourages the development of mutual
understanding of the human resource work performed between the HR Business Unit Team and UMHS
departments and units. Working with your HR Business Unit Team, we invite you to review and complete this
service level agreement, as it will assist us in providing value-added service while at the same time, recognizing
those human resource responsibilities to be conducted at the local level.
HR Business Unit Teams provide advice and counsel in the areas of employee and labor relations, employment,
and compensation. Additionally, in their relationship management role with their departments, these HR
Business Unit Teams coordinate requests for strategic planning, tools and information, specialized consultation
and problem management with other UMHS units (Central HR, including Compensation, Organizational
Effectiveness, Decision Support, Recruitment & Retention, EAP, etc.) and other University offices (e.g., Payroll,
Work Connections, General Counsel, etc.).
Service Level Agreement Review:
Agreement will begin effective DATE with a thorough review of services and expenses at the agreed upon
dates of 30-DAY DATE, 3-MONTH DATE, 6-MONTH DATE for the initial year with an annual ongoing
review.
Funding:
The financial arrangement is based on the estimated effort for each of the HR Business Unit Team staff
currently involved in operations, and the number of staff and faculty in the DEPARTMENT. Additionally,
an overhead rate was applied to fund such expenses as lease costs, general supplies, communications,
cross coverage, etc. Total costs to be funded by the DEPARTMENT for the above 12 months amounts to
$X.
Involved Parties:
UMHS Department:
Department Name
Department Administrator:
Name
Signature
Title
HR Business Unit Team Lead:
Name
Signature
Title
UMHS HR Director:
Name
Signature
Title
HR Business Unit Team Members:
Name
Name
Name
Title
Title
Title
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UMHS HR Business Unit Team - Service Level Agreement
CUSTOMER SERVICE LEVEL STANDARDS:
Availability
 HR Business Unit Team Members are available during regular business hours: Mon - Fri, TIME am – TIME
pm. Availability outside of these hours is negotiable.
 HR Business Unit Team Members can be reached by phone or email. For matters requiring less than 4
hours turnaround time, they can be paged.
 Back-up coverage will be provided at all times.
Responsiveness
HR Business Unit Team Members will respond to questions and complete requests in the agreed upon timeframes
for transactions (see Service Level Agreement listing). If the process will take longer or arising issues cause
delays, you will be notified promptly. (Timeframes for transactions are based on the HR staff receiving complete
and accurate information needed for the request.)
Large HR-related initiatives or departmental projects/teams should be discussed in partnership with the HR
Business Unit Team to help with planning and resources.
Quality and Accuracy
HR staff will provide consistent, professional service when answering inquiries, evaluating requests, and
processing paperwork.
 Consistency – will be provided through the HR Business Unit Team and will be reviewed among other
Business Units through the HR Lead Council, to ensure a consistent application of policy and procedure
across the organization.
 Professionalism – will be demonstrated by all members of the HR Business Unit Team, who will be
measured against competencies, and provided educational and professional development opportunities
to enhance their skills.
 When a request is not approved, HR staff will provide appropriate rationale and offer alternative options
when feasible.
Issue Resolution
If there are any concerns regarding the level of service provided, please contact HR Business Unit Team Lead
immediately to discuss.
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UMHS HR Business Unit Team - Service Level Agreement
HR
Business
Unit Team
Dept
Service
Comments
Success Measures
(Turnaround time is contingent upon
Corporate Officer approval being
given prior to the request.)
Replacement Posting
2 days or less
GENERAL INFORMATION
1
Phone Calls and Emails
 Urgent
 Non-Urgent
RECRUITING & STAFFING
2
3
4
5
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Posting Process –
 *Provide framework for posting process with advising and consulting with department
for consistency
 *Ensure appropriate title, leveling and description for Regular or Temp positions
 *Prepare posting in e-Recruit and approve to system
 *Ensure appropriate Corporate Officer approval
New Posting
4 days or less
Recruiting –
 *Assess applicant/candidate pool and determine need for outside
marketing/recruitment efforts
 *Provide consulting to department management with regard to affirmative action
planning through recruitment of candidates, retention and work group culture, as
needed
 *Consult on strategies for specific hiring needs, including recommending recruitment
methods targeted to specific groups of candidates
 *Assist department leadership in assessing success in targeted or overall recruitment
techniques and strategies
Applicant Screening –
 *Identify RIFs and run reports for Affirmative Action goals
 *Prioritization of candidates, upon request
 Verify PEP-screening of candidates, where required
Selection Process –
 *Determine top candidates and ensure qualifications are met
 Determine interview team, in conjunction with dept preferences
 Review employee files for internal applicants
 *Conduct phone screens
 Participate in interviews
*Please note the impact of Nursing Recruitment & Retention’s work in the discussion on this topic.
**Please note that shaded sections are part of the “core” services offered by the HR Business Unit Team.
Management
Satisfaction
Within agreed-upon
timeframes per
request
Hiring supervisor is
aware of any internal
issues
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UMHS HR Business Unit Team - Service Level Agreement
HR
Business
Unit Team
Dept
Service
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Comments
RECRUITING & STAFFING (cont.)
Hire Decision/Offer –
 Ensure references have been checked, per dept preferences
 Verify work history, education, PSV, if requested/required
 Coordinate with Dept/Int’l Center for any non-instructional Visas
 Analyze proposed offer/level/salary/equity
 Prepare offer in e-Recruit and make contingent offer
 Conduct Background Screening
 With no adverse events, finalize offer and start date
 Communicate new hire information to department/timekeeper
Orientation and Onboarding –
 Ensure employee is enrolled in Orientation (date updated in e-Recruit) and any
required letters are sent
 Coordinate any additional requirements (fingerprinting, credentialing)
 Provide phone or written notification (welcome letters) of timeline to new hire, per
department preferences
 Ensure I-9 is completed for temps within 3 days of hire
 Coordinate and communicate departmental orientation, as needed
 Initiate Departmental Onboarding Checklists, including pagers, computer access, keys,
MLearning, etc. as needed
 Ensure new employee UMHS Orientation Checklist is completed
 Provide copy of job description to supervisor/manager and request the information be
provided to the employee along with behavior competencies associated with the
position.
 Partner with the Department on the orientation/onboarding of new staff, supervisors
or managers to get them adjusted to the culture and focused on the goals of the
business unit
*Please note the impact of Nursing Recruitment & Retention’s work in the discussion on this topic.
**Please note that shaded sections are part of the “core” services offered by the HR Business Unit Team.
Success Measures
2 days – 1 week,
depending on timing
of background
screening
Completed by start
date
Management
satisfaction
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UMHS HR Business Unit Team - Service Level Agreement
HR
Business
Unit Team
Dept
Service
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Comments
Success Measures
EMPLOYEE / LABOR RELATIONS
Performance Assessment Process
 Collect evaluations, review for content and send in for scanning
 Ensure copy is filed in Blue Folder; Complete annual Blue Folder Audit
 Submit ratings into the system (Manage Competencies)
 Advise mgr/supv or employee to resolve performance based disagreements, providing
coaching and feedback
 Advise managers/supervisors in development of written performance standards and
crafting constructive feedback
Meet established
deadlines
Management
satisfaction
Consultation on Day to Day Issues
 Assist managers/supervisors to constructively coach and focus attention on key
aspects of employee behavior
 Assist and troubleshoot with supervisors/managers/employees in finding additional
resources when needed for various issues
 Contract consultation and administration
 Assure departmental practices are aligned with University policies, practices and both
state and federal labor legislations
 Participate in departmental or leadership teams on various initiatives, including
strategic, projects, program development, lean initiatives
Management
satisfaction
Retention & Recognition
 *Develop retention and recognition strategies which align workforce with
departmental objectives
 Process awards for recognition, if applicable
 Coordinate opportunities for staff to develop through mentoring, cross-training,
internships, campus staff organizations, professional associations, committee and task
force assignments, and skill assessment programs
 Encourage department to find opportunities to promote recognition efforts and
strategies
*Please note the impact of Nursing Recruitment & Retention’s work in the discussion on this topic.
**Please note that shaded sections are part of the “core” services offered by the HR Business Unit Team.
Management
satisfaction
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UMHS HR Business Unit Team - Service Level Agreement
HR
Business
Unit Team
Dept
Service
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Comments
Success Measures
EMPLOYEE / LABOR RELATIONS (cont.)
Work Environment Analysis
 Improve work culture through escalation and resolution of non-productive work or
practices
 Advise managers on handling and responding to complex disability management issues
in accordance with University, state and federal guidelines
 Identify and advise on activities to accommodate or to minimize employee injury or
workers compensation issues
 Approve all reduction in force activities and ensure they are conducted in accordance
with University Polices and guidelines
Management
satisfaction
Investigations, Grievances, & Dispute Resolution
 Conduct well planned impartial investigations which ensure preservation of
confidentiality, sensitive materials and protection of both employee, managerial and
University rights
 Direct departments towards achieving objective resolution
 Prescribe plans to identify core issues and conduct follow up on recommended
outcomes
 Address workplace conflicts through appropriate steps or escalation
 Conduct grievance hearings and/or pre-grievance counseling and create
documentation of outcomes
 Assess political implications of grievances and corresponding impacts of recommended
resolutions
 Represent the University during grievances, contract disputes, arbitrations, state or
federal investigation or external legal challenges
 Create, approve and issue separation agreements in alignment with University best
practices and in conjunction with Office of General Counsel
Management
satisfaction
Contract Administration & Implementation
 Assure that applicable managerial and employee rights are respected
 Assure workforce strategies remain in alignment with contract provisions
 Conduct assessments while correctly identifying and applying contract agreements for
all represented employees
*Please note the impact of Nursing Recruitment & Retention’s work in the discussion on this topic.
**Please note that shaded sections are part of the “core” services offered by the HR Business Unit Team.
Management
satisfaction
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UMHS HR Business Unit Team - Service Level Agreement
HR
Business
Unit Team
Dept
Service
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Comments
Success Measures
EMPLOYEE / LABOR RELATIONS (cont.)
Discipline
 Partner with supervisors/managers on disciplinary strategies for handling complex
situations.
 Conduct DRC meeting as required and follow through on actions/resolutions from DRC
meeting
 Conduct a careful diagnosis of the problem to determine what disciplinary action is
appropriate
 Assist department with documentation or disciplinary letters
 Recommend standardization of disciplinary measures
Management
satisfaction
Coaching & Mentoring
 Coach management on creating open communication environment, free from
retaliation and unnecessary identification of sources
 Promote cohesive work units with climates of cooperation and collaborative problem
solving by identifying and mediating minor disputes
 *Assist with matching employees to leadership mentors as requested, including job
shadowing
 Advise management on strategies for increasing communication effectiveness
Management
satisfaction
Termination Process
For Regular Termination (eligible for re-hire)
 Submit layoff termination form to HR Business Unit Team
 Ensure accuracy of termination paperwork
 Ensure Department follows Offboarding checklist as needed
 *Conduct Exit Interviews
For Discharge Termination (non-rehire or restricted re-hire)
 Consult with Department to prepare for and conduct DRC
 Advise department of appropriate next steps, if outcome of DRC is non-termination
 Advise department of appropriate documentation for terminations and sign off on
discharge paperwork
 Debrief department on lessons learned, as applicable
*Please note the impact of Nursing Recruitment & Retention’s work in the discussion on this topic.
**Please note that shaded sections are part of the “core” services offered by the HR Business Unit Team.
1 day or less from
time of receipt
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UMHS HR Business Unit Team - Service Level Agreement
HR
Business
Unit Team
Dept
Service
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Comments
EMPLOYEE / LABOR RELATIONS (cont.)
Leaves of Absence (medical, education, personal, family member, extended sick, etc.)
 FMLA – Develop process and workflow for Managers/Timekeepers on:
o Notification (send letters)
o Tracking
o Coding
o Work Connections
o Workers Compensation
o Personal Injury Illness
o Apply appropriate contract language
o Complete return to work submittal
 Advise and educate managers and staff on all leaves (paid & unpaid)
 Work with Department to determine type of leave and next steps (work connections,
FMLA paperwork, leave of absence paperwork, deployment, etc)
o Verify Eligibility
o Validate Qualifying Event
o Verify with payroll the date paid time ends
o Re-assess when appropriate
o Determine Extended Sick Eligibility
o Notify Unit/Timekeeper
 Complete Leave of Absence paperwork with department assistance
 Send out leave of absence letter (benefits info is sent by benefits HR)
 Handle any changes or extensions
 Provide department leadership and staff appropriate interpretations of University and
Health System policy on leaves of absence and FMLA
 Provide advice and guidance on legal issues associated with FMLA, in conjunction with
University Counsel and Work Connections
 *Partner with Work Connection, Counsel, EAP and department leadership on
appropriate strategies for managing absences and return to work.
Success Measures
Within 1 week, upon
notification
HR Standards/The Joint Commission (TJC)
 Understand standards, processes, and how to meet standards
 Monitor units for HR compliance for TJC and CMS standards
*Please note the impact of Nursing Recruitment & Retention’s work in the discussion on this topic.
**Please note that shaded sections are part of the “core” services offered by the HR Business Unit Team.
Blue folders are
compliant
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UMHS HR Business Unit Team - Service Level Agreement
HR
Business
Unit Team
Dept
Service
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Comments
COMPENSATION ADMINISTRATION
Staff Salary Program Administration
 Assist with communication/clarification of salary program guidelines
 Retrieve and review of salary worksheets prior to completion or distribution to
department supervisors and managers for input
 Communicate by email or memo to department manager/supervisors guidelines
regarding salary program and distribute salary worksheets where appropriate. Provide
deadline for worksheets to be returned.
 Collect completed salary worksheets and evaluations. Compile data from all salary
worksheets, ensure compliance with guidelines and analyze against evaluation scores.
 Provide details from the analysis on outstanding salary recommendations or salary
recommendations that do not match evaluations to Department leadership
 Upload completed merit program worksheets via Pay Rate Change Process
 Assist with faculty salary program
 Ensure letters are distributed to staff regarding merit increases.
 Submit letter to supervisors/managers for distribution to staff.
Submittal form for job data, additional pay and DBE’s
 Job Data - Processes information into M-Pathways (and updates One Staff, where
applicable)and gain approvals as needed
 Additional Pay - Processes information into M-Pathways (and updates One Staff,
where applicable)and gain approvals as needed
 DBE - Processes information into M-Pathways (and updates One Staff, where
applicable)and gain approvals as needed
Success Measures
Meet established
deadlines
Letters distributed
prior to data being
visible in the system
Submitted within 2448 hours, upon
receipt
Variable Pay Programs
 Assist dept leadership in the design and implementation of variable pay programs,
including incentive pay, sales, productivity programs
 Ensure variable pay programs are consistent with University, Health System and
department policies and fairly/consistently administered
 Review variable pay programs for legal and tax implications and advise leadership
appropriately
*Please note the impact of Nursing Recruitment & Retention’s work in the discussion on this topic.
**Please note that shaded sections are part of the “core” services offered by the HR Business Unit Team.
Management
satisfaction
Page 9 of 14
UMHS HR Business Unit Team - Service Level Agreement
HR
Business
Unit Team
Dept
Service
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Version 2.2 – As of 4/18/12
COMPENSATION ADMINISTRATION (cont.)
Pay Administration
 Review requests for equity reviews, reclassifications, salary/mid-year merit increases
and bonuses and analyze appropriately by reviewing job description, market titles,
appropriate bench marks and salary guidelines
 Assist and advise manager with salary decisions that serve to recruit, retain and
motivate qualified employees
 Partner with central compensation on appropriate compensation issues
 Review requests exceeding salary guidelines with corporate officer
 Determine market title by reviewing job family, job duties and specific responsibilities
and contribution level for position. Check other market title doing similar or same
work to determine consistency in job title. Determine whether new/revised duties
align with new vs. existing position titles.
 Evaluate market for appropriate compensation for title and ensure there are no in
inequities with other internal position (internal/external review).
 Evaluate management and targeted staffing group base and variable pay levels and
recommend market adjustments, as appropriate
 Generate submittal form and supporting documentation to submit to HR for
processing
 Contact supervisor/manager when approved
 Confirm salary information has uploaded through Wolverine Access on correct shortcode and for correct salary. Verify with supervisor if there is a perceived problem.
 Ensure appropriate time approvals process is in place.
 Partner with central compensation on labor market funding (HHC) or other
compensation issues for review
Comments
Success Measures
(Turnaround time is contingent upon
Corporate Officer approval being
given prior to the request.)
Individual Requests
reviewed, submitted
and approved within
2-4 days
Negotiated
timeframe is meet
for larger population
requests
ORGANIZATIONAL DEVELOPMENT & TRAINING
Change Management & Communication
 Articulate/Implement organizational change efforts at department level for
transparency and alignment (Lean, Performance Mgmt, etc.)
 Advise managers to effectively implement all dept. based change initiatives (i.e.
procedures, processes)
*Please note the impact of Nursing Recruitment & Retention’s work in the discussion on this topic.
**Please note that shaded sections are part of the “core” services offered by the HR Business Unit Team.
Management
satisfaction
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UMHS HR Business Unit Team - Service Level Agreement
HR
Business
Unit Team
Dept
Service
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Comments
ORGANIZATIONAL DEVELOPMENT & TRAINING (cont.)
Staff Engagement Survey Action Planning (In partnership with Mgrs)
 Communicate annual survey cycle
 *Partner with management on annual survey strategies and/or communications,
readiness meeting, etc.
 Partners with management to communicate annual survey results with staff and to
plan improvement strategies
 Monitor indicators for ongoing work group satisfaction and goals
Success Measures
Communication plan
established upon
release of timelines
for survey
Management
satisfaction
Consulting
 *Use performance consulting techniques to partner with leaders and staff to assess
problems, identify root causes, and develop performance improvement strategies
 *Work with other consultants as needed, such as OE, Service Excellence, QI, EAP,
external consultants, etc. to align dept. based initiatives to org initiatives and
implement improvement strategies
Management
satisfaction
Training
 Send out communication as needed (team communication as well as communication
about programs/training)
 Schedule meetings as needed
 Plan, manage and execute logistics for meetings/training programs
 Oversee facility selection (food/beverage, AV needs etc.)
 Provide all administrative assistance as needed (photo copying, document
preparation, agendas/minutes)
 Provide/facilitate and serve as a resource for training, tailoring program to the
department’s needs
 Provide expertise to managers in the design of targeted department based training
 *Recommend resources for management leadership development
TRANSACTION MANAGEMENT
Data Entry and Upload Processes at the source
 Upload designated changes into M-Pathways, such as Supervisor batch uploads
*Please note the impact of Nursing Recruitment & Retention’s work in the discussion on this topic.
**Please note that shaded sections are part of the “core” services offered by the HR Business Unit Team.
Management
satisfaction
24-48 hours, upon
receipt of
information
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UMHS HR Business Unit Team - Service Level Agreement
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Business
Unit Team
Dept
Service
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Comments
TRANSACTION MANAGEMENT (cont.)
Effort Certification (change/input)
 Facilitate quarterly effort surveys
 Assist supervisors with any necessary DBE changes
 Facilitate the Annual Effort Certification
 Send emails to administrators regarding staff/faculty that are out of compliance
 Work with other departmental staff with certifications on terminated employees
Success Measures
Meet negotiated
timing requirements
Payroll Processing
 Collaborate with Unit/Timekeepers on payroll practices and tracking in compliance
with DOL, SPG, bargaining agreements, etc.
 Provide training and updates on policy, bargaining agreements interpretation and
guidelines
Standard Reporting
 Coordinate review of bi-annual ITS Administration Security Report
 Coordinate or run ongoing or special request HR reports in MPathways, Data Mart,
Business Objects, etc. for purposes such as timekeeping, recruitment, employee
relations, compensation, workforce planning, training, etc.
WORKFORCE PLANNING
Support Staffing Goals/Monitor Progress in Large-Scale Initiatives (i.e. C&W, NCRC, etc.)
 Assure staffing plans remain in alignment with departmental workforce planning and
productivity strategies (i.e. work redesign prior to posting for productivity)
 Review/assess departmental workforce planning strategies and seek to advance goals
 Provide guidance on legislation and/or regulatory guidelines. Collaborate with
department on monitoring progress towards goal attainment through education,
evaluations and interventions
Ongoing Staff Trend Analysis and Data Reporting
 *Assist departments in workforce planning through review of forecasted workforce
projections and historical trends
 *Partner with department to evaluate any negative staffing trends
 *Generate “creative” workable solutions for staffing issues (Return to Work, FMLA,
Census)
*Please note the impact of Nursing Recruitment & Retention’s work in the discussion on this topic.
**Please note that shaded sections are part of the “core” services offered by the HR Business Unit Team.
Management
satisfaction
Meet negotiated
timing requirements
Management
satisfaction
Achieve agreed-upon
goals
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Business
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Dept
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Comments
Success Measures
WORKFORCE PLANNING (cont.)
Succession Planning Administration
 *Assist departments on creating succession plans including identifying “gaps” and
providing cross-training for key staffing areas
 *Partner with Organizational Effectiveness to align Succession Planning for Health
System
*Please note the impact of Nursing Recruitment & Retention’s work in the discussion on this topic.
**Please note that shaded sections are part of the “core” services offered by the HR Business Unit Team.
Management
satisfaction
Page 13 of 14
UMHS HR Business Unit Team - Service Level Agreement
For Discussion: HR Business Unit Team and Department
Chk Topic
Communications
 Partnership between Dept and HR Business Unit Team on
communications to department with HR-related content
 Inclusion on Department-related emails
 Cooperative effort on all matters that could have an HR impact
 Email distribution lists that HR Business Unit Team Members
should be added to

Technology
 Method for sharing files (shared drive, etc.)
 Security roles required (MPathways, etc.)
 Who will provide for technology devices: pagers, smartphone,
laptop/docking station

Logistics / Meetings
 Location of HR Business Unit Team Members offices
 Standing Meetings that HR Business Unit Team Members
may/should participate in
 ID Badge Security required for building/department location

Supervision of HR Business Unit Team
 Who will be responsible for the HR Business Unit Team Members
blue folders, performance evaluations, salary setting, etc.?

Professional Development
 Who will provide the funding to support:
o Conferences
o Professional Memberships
o Seminars/Workshops
o Employee Recognition
o Supplies
o Meals - Hosting

Notes
Both the Department and the HR Business Unit Team agree to monitor the success of this defined partnership on an
ongoing basis, and more formally in Joint Management Conferences (frequency to be determined).
Other Notations:
Version 2.2 – As of 4/18/12
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