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 college aspires to be a welcoming and collaborative learning community dedicated to working together both respectfully and civilly. These guidelines reflect the college’s mission and core values by describing how we interact with our learners, our colleagues and our external constituents, and contribute to the Vision 2015, Strategic Initiative A.2: “Doing better by each other – institutional effectiveness.”  

By endeavoring to serve each other, our learners and the public with courtesy and effectiveness, and by embracing diversity in all its forms, we will be able to 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 in order to improve our effectiveness.

Service Guidelines and Expectations

As members of the college, 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 college.
   • 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 whether on the phone or in person.
   • We maintain offices and workspaces that are welcoming and professional.

2. Communication and Coordination
   • We are familiar with the college’s Strategic Plan and the services that we provide to our learners and the community. (Keep tools such as the College Catalog, Fact Book, College Calendar, Academic Calendar and phone directory on hand for quick reference).
   • 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 voice mail/e-mail, telephone
   • We personalize voice mail messages.
   • We leave information about when we will be available and who could be contacted for assistance in our absence. If away for more than a day or two we leave a voice/telephone message with return dates and information about who should be contacted for immediate assistance.
   • We arrange coverage for e-mail when away for an extended period, by using an “away” e-mail message.
   • We respect privacy rights and confidentiality (FERPA, HIPAA, etc.) when answering questions and providing information.
   • We respond to e-mail, voice mail and other requests promptly when in the office, even if only to explain a delay in response or action.
   • 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