IP&O Insights Newsletter September 2024 issue

“We are here for our employees and we want to make sure they have the information they need to make their jobs easier,” said Sarah DiFrancesco, Assistant Director of IP&O’s Employee Services group. DiFrancesco spent a lot of time over the past few years with Ghislaine Darden, IP&O’s Associate Vice President, collecting pain points experienced by employees when dealing with Employee Services. Now, improvements are underway.

“From those information gathering sessions, improvements are being made, and we want to share them with the IP&O staff,” DiFrancesco said. One recent improvement announced by Employee Services is the publication of its Standard Operating Procedures for transactional items in the employee lifecycle.

“The document has specific instructions and workflows for submitting transactions. We hope that the document gives hiring managers a clear understanding of what is needed for a transaction, as well as timeframes to complete transactions,” DiFrancesco explained. “We want
to hear from people as they are using it so that we can continue to make improvements to the document.”

DiFrancesco is working on other tools to help employees navigate processes.“ We are currently working on a packet for hiring managers to help them through the system,” she said.

In addition, Employee Services is working on Standard Operating Procedures for Strategic Operational items. “This is another area where our employees can learn about items like CARF writing and job descriptions. We hope all these activities create transparency and guidance,” she said.

“In addition,” DiFrancesco explained, “we are expanding our staff, and this will help us address the backlog of inquiries we receive. I am open to suggestions and encourage employees to contact us through the Service Now portal. We want to hear from you.”