Client Services Team - Service Standards
The HR Client Services Team (CST) strives to partner with our clients to facilitate the effectiveness and efficiency of the University by providing high quality HR services to recruit, retain and engage the best people.
We provide excellent client service through consultative advice and flawless execution to support our clients’ ability to achieve their goals and objectives.
Contact your CST HR Advisor for questions regarding:
- employee hires, rehires, leaves, transfers and terminations;
- staff and faculty benefits administration including childcare and tuition support;
- the CareerQ recruitment process for staff positions;
- employee pay;
- Queen's University policies, procedures and staff collective agreements.
Service Standards
Below are the Service Standards that you can expect when contacting our team for the various listed business activities. Please note that we strive to meet these standards in all matters, however resolution times may be affected by the complexity of the individual issue and the potential need to consult with other HR Subject matter experts.
| Service | Service Standard |
|---|---|
| Voicemail Response | Initial response within 2 business days |
| Email Response | Initial response within 2 business days |
| Job Evaluation for Posting or Appointment | Up to 15 business days once appropriate approvals received (additional time may be required if role is new and/or particularly complex or unique in scope) |
| Job Broadcasting | 1 business day after Recruitment Strategy Meeting and Job Evaluation are completed; employer duty to accommodate may impact this standard |
| Competition Closing (Submission of Applicants to Hiring Manager through Career Q) |
1 business day |
| Offer Letters | 2 business days; after compensation consultation required for hiring salary and all documents, approvals, forms received by HR |
| Other Employment Letters (renewals, change in employment terms, leaves, reduced period of responsibility, etc.) | At least 3 weeks prior to the effective date of the change, leave or other action being documented |
| Re-evaluation (current position with an incumbent, where substantive change has occurred to the role) |
6-9 months after all required documentation is received |