More than two-thirds of staff and faculty who completed the Office of Human Resources’ (HR) inaugural satisfaction survey report that their concerns are resolved in a timely fashion and to their satisfaction. Nevertheless, Vice President for Human Resources Carolyn Gregory said the results overall show ample opportunities for her team to improve its services.
“I deeply appreciate the time and thought reflected in the comments people wrote to explain their responses,” said Gregory, who noted that several questions drew more than 100 written comments. “This additional context will prove invaluable as we assess ways to ensure that everyone who works at Case Western Reserve receives fair, courteous and expeditious service.”
The first-ever effort to assess the campus community’s perspective regarding HR drew 441 responses, 376 of which were from staff. Questions covered topics including key subjects that prompt individuals to contact HR as well as the office’s performance in specific areas.
A total of 68 percent of those responding reported that HR resolved concerns in a timely way, while 69 percent reported their concerns were resolved to their satisfaction. That said, participants gave HR its lowest scores on “responsiveness” (an average of 2.71 on a five-point scale) and quality of assistance (an average of 2.81). Highest ranked was confidentiality (3.18) and respectfulness (3.05).
Written comments indicated a wide range of perspectives regarding aspects of HR services, with a clear theme that service received depended largely on which HR staff person receives the request. Other concerns included the time involved in the process of hiring new staff—in particular for research positions—and the need to increase the frequency of general communications from the office. For example, a few people wrote that streamlined, step-by-step instructions regarding common tasks be included on the website. Others noted that the site had been simplified, but still needed to be easier to navigate.
When it came to areas in which people indicated they wanted more information, compensation (62 percent) topped the list, followed closely by benefits (60 percent). The next two areas were organizational development (48 percent), including training and mentoring circles, and wellness (44 percent).
Gregory said that her leadership team will review the results in detail to identify priorities for improvement—and specific action steps—for the spring semester. This survey, coupled with the staff climate questionnaire issued earlier this fall, also will determine which new initiatives the office will launch.
“The best part about both of these engagement efforts are that people participated with such enthusiasm,” Gregory said. “We have clear direction from the campus community about what they think works well, what must get better, and what we should add. Now that we have asked for their ideas, we have an obligation to respond—and we will.”