Service Standard Guidelines

Sponsor:	President’s Office
Contact:	Chief of Staff
Category:	Administrative
Number:	200.008
Effective Date:	2013/04/01
Review Date:	2018/07/15
Keywords:	Respectful behavior

Definitions

Statements

The university aspires to be a welcoming and collaborative learning community dedicated to working together respectfully and civilly. These guidelines reflect the university's mission and core values by describing how we interact with our students, colleagues, and external constituents.  

By embracing diversity in all its forms, we can foster an academic and workplace climate which includes:

• Free and open and respectful speech, particularly with regard to academic matters
• A will to resolve complex and difficult issues through inclusive and respectful debate
• A commitment to seek effective resolutions to issues and concerns
• Timely and professional services
• Continuous reflection on our practices to improve our effectiveness

Service Guidelines and Expectations

As members of the university, we take responsibility for:

1. Interactions with people
   • We treat colleagues and students courteously, and we thank external constituents for their interest in and service to the university.
   • We make individuals feel welcome by acknowledging their presence positively and providing them with our undivided attention.
   • We listen carefully, asking questions and seeking clarification when necessary to ensure understanding.
   • We make every effort to answer questions. When it is necessary to refer a question, we provide contact information for the referral. If we are unable to provide a response or the desired remedy, we offer a helpful explanation.
   • We are courteous in closing every conversation.
   • We maintain offices and workspaces that are welcoming and professional.

2. Communication and Coordination
   • We are familiar with the university's strategic plan and the services we provide our learners and the community.
   • We hold effective meetings that start on time, have a clear purpose, engage all participants, and ensure follow-up as necessary.
   • We solicit and provide feedback: we make suggestions to each other in a supportive problem-solving way; we allow time for response and action; we welcome ideas for improvement; and we respond to these ideas with respect.
   • We educate ourselves concerning issues of confidentiality and privacy when answering questions and providing information (FERPA, HIPAA, etc.).
   • We maintain and disseminate information that is current and accurate.

3. Protocols - including voicemail/email, telephone
   • We personalize voicemail messages.
   • We leave information about when we will be available and who can be contacted for assistance in our absence. 
   • We arrange coverage for email when away for an extended period, by using an out-of-office email message.
   • We respect privacy rights and confidentiality (FERPA, HIPAA, etc.) when answering questions and providing information.
   • We respond to email, voicemail and other requests promptly when in the office.
   • We respond in writing as expeditiously as possible to all written communications.

We answer the telephone promptly, whenever possible, using a standard greeting, including our name and, as appropriate, other information such as office or center.

Related References, Policies, Procedures, Forms and Appendices