Performance Pillars Communication Effectiveness Professionalism and Respect Nimble

Performance Pillars Communication Effectiveness Professionalism and Respect Nimble and Responsiveness Customer Service Excellence Core Responsibility – Foundation Pillar Performance Management & Development Strategies Training 2014

Performance Pillars Communication Effectiveness Professionalism and Respect Nimble and Responsiveness Customer Service Excellence AGENDA Core Responsibility – Foundation Pillar Why should you care? What is our objectives/outcomes? Who is involved? How can you participate? 2014

Performance Pillars Communication Effectiveness Professionalism and Respect Nimble and Responsiveness Customer Service Excellence WHY YOU SHOULD CARE: Core Responsibility – Foundation Pillar A performance management and development strategy helps supervisors find time to manage and coach their employees Each of the processes provide supervisors with tools to oversee their staff and apply the results of the process in ways that benefit the university, the manager, and the employee 2014

Performance Pillars 2014 Communication Effectiveness Training & Development Use of Performance Appraisal Professionalism and Respect Core Responsibility – Foundation Pillar Validate selection decision Evaluate achievement of established goals Nimble and Responsiveness Customer Service Excellence WHY YOU SHOULD CARE:

Communication Effectiveness Professionalism and Respect Nimble and Responsiveness 2014 Customer Service Excellence BUSINESS CASE Performance Pillars Core Responsibility – Foundation Pillar

Performance Pillars Communication Effectiveness Professionalism and Respect Nimble and Responsiveness Customer Service Excellence CURRENT SITUATION Core Responsibility – Foundation Pillar Unit Headcount Dr. Jacobs Dave Morlock Scott Scarborough Mike O’Brien Larry Burns Vern Snyder Pete Papadimos Frank Calzonetti Bill Messer Pres Fin & Admin Provost Ath Ext. Affairs Inst Adv Legal Govt. Rel Res & Innov 15 1311 3519 429 71 87 17 4 18 Main Campus has minimal participation in the performance evaluation process. Data tracking has found that employees have not received an evaluation in years and some have never had one at all. HSC has a high level of participation as monitored compliance for Joint Commission. 2014

OBJECTIVES & OUTCOMES What are we trying to improve: Performance Pillars Communication Effectiveness Professionalism and Respect Nimble and Responsiveness Customer Service Excellence Core Responsibility – Foundation Pillar Improve Poor Performance 2014 Improve Managers Performance Appraisal Outcomes Improve Performance across the institution

Performance Pillars Communication Effectiveness Professionalism and Respect Nimble and Responsiveness Customer Service Excellence OBJECTIVES & OUTCOMES Reasons to Increase Participation: Core Responsibility – Foundation Pillar Provides documentation for adverse employment action 2014 Provides a systematic link between organizational strategy, resources, and processes for employees to understand why they are here/how they contribute

Performance Pillars Communication Effectiveness Professionalism and Respect Nimble and Responsiveness Customer Service Excellence WHO IS INVOLVED Core Responsibility – Foundation Pillar Mission, Vision, Strategy Manager / Supervisor Employee 2014

Performance Pillars Communication Effectiveness Professionalism and Respect Nimble and Responsiveness Customer Service Excellence PERFORMANCE MANAGEMENT TOOLS Core Responsibility – Foundation Pillar Job Descriptions Competencies Feedback 2014 Goal Setting Performance Appraisals

Performance Pillars Communication Effectiveness Professionalism and Respect Nimble and Responsiveness Customer Service Excellence HOW CAN YOU HELP Core Responsibility – Foundation Pillar Communication in departmental meetings Regularly seek status of completed appraisals Monitor, identify, and address resistance Understand the importance of completing the appraisal 2014

Performance Pillars Annual Rating Period Due Date Core Responsibility – Foundation Pillar CWA 120/180 days X X X From end of prob period Within 30 days after end of prob period UTPPA I year X X X From end of prob period Within 30 days after end of prob period PSA- salaried Unclassified N/A X 4/1/13 -3/31/14 June 1 PSA- hourly/salaried 120/180 days Classified X X X 4/1/13 -3/31/14 Within 30 days after end of prob period AFSCME 120/180 days X X X See schedule HSC-Salaried N/A X See schedule HSC-Hourly Unclassified 120 days X X X See schedule HSC-Hourly Classified 120 days X X X See schedule 2014 Communication Effectiveness End Professionalism and Respect Probationary Mid Period Nimble and Responsiveness Customer Service Excellence PROBATIONARY PERIOD MANAGEMENT

Communication Effectiveness Professionalism and Respect Nimble and Responsiveness Customer Service Excellence Definitions Performance Pillars Core Responsibility – Foundation Pillar § All employees will be evaluated based on demonstrated performance of the pillars as defined below: § Foundation/Pillar #1 Core Responsibility: The employee successfully completes the fundamental responsibilities of the job description and fulfills the basic expectations of the role. The employee’s daily actions support the strategic direction of the department/division. § Pillar #2 Customer Service Excellence: The employee demonstrates a noble commitment to patients, students and other members of the University community. The employee consistently demonstrates to patients, students and other members of the University community actions that display the employee’s commitment to provide relief, support, continuous improvement, problem solving, and customer, patient and/or student centeredness. 2014

Core Responsibility – Foundation Pillar demonstrates flexibility and adaptability while also responding to all requests and inquires in a timely manner. The employee focuses on moving projects quickly from planning phase to implementation. § Pillar #4 Professionalism and Respect: the employee consistently acts and behaves in a manner that demonstrates the culture of dignity and respect that is required in a worldclass University and Health Center. § Pillar #5 Communication Effectiveness: The employee communicates with clarity, openness and transparency ensuring all stakeholders receive appropriate information at all times. 2014 Communication Effectiveness Professionalism and Respect Nimble and Responsiveness § Pillar #3 Nimble and Responsive: The employee Customer Service Excellence Definitions Performance Pillars

Five-Point Rating Scale Communication Effectiveness Professionalism and Respect Nimble and Responsiveness Definition Customer Service Excellence Label Performance Pillars Core Responsibility – Foundation Pillar Distinguished Contributor (5) • Regularly exceeded expectations, demonstrating extraordinary performance, including achievement of objectives and demonstration of core pillars. Personal contributions were recognized and applauded by others. Highly Valued Contributor (4) • Consistently exceeded expectations throughout the year, going beyond achievement of objectives and demonstration of core pillars, anticipating issues, and acting proactively. Valued Contributor (3) • Performance met and occasionally exceeded all expectations for achievement of objectives and demonstration of core pillars. • Performance occasionally, but not regularly, met expectations for achievement of objectives and demonstration of core pillars in selected areas and requires some improvement. (Requires an action plan). Performance did not meet minimum expectations or requirements of the position. Improved performance is required for continuation in this position. (Requires and action plan). Improving Contributor (2) • Non- Contributor (1) 2014

Communication Effectiveness Professionalism and Respect Nimble and Responsiveness Customer Service Excellence Resources Performance Pillars Core Responsibility – Foundation Pillar • All Information, Resources and Tools can be found at the following website: – http: //www. utoledo. edu/depts/hr/evaluations. html *Both PDF (auto-fill) and Word versions are available on this page. • Due dates for CWA performance evaluations may be found via web report library – http: //reports. utoledo. edu/ • Document List – Public folders » Human resources • General Inquiry • CWA Annual Review and Longevity 2014

Communication Effectiveness Professionalism and Respect Nimble and Responsiveness Customer Service Excellence Policy # 3364 -25 -45 Performance Pillars Core Responsibility – Foundation Pillar • http: //www. utoledo. edu/policies/administrati on/humanresources/pdfs/3364_25_45. pdf 2014

Communication Effectiveness Professionalism and Respect Nimble and Responsiveness Customer Service Excellence Recap Performance Pillars Core Responsibility – Foundation Pillar When job descriptions are kept up-to-date and performance goals are monitored ~ supervisors and HRTD can easily identify skill strengths and gaps and use this information for training and recruiting When individual employees’ goals are closely aligned with the institutions' strategic goals, everyone will be working on the right things 2014

Performance Pillars Communication Effectiveness Professionalism and Respect 2014 Nimble and Responsiveness Customer Service Excellence Core Responsibility – Foundation Pillar