Welcome New Employee!Quality Assurance & Systems

Integration Division

Quality Assurance Bureau

Quality Assurance Bureau New Employee Orientation

PART I

NAVIGATING THROUGH:

1. Desk Top Manual

2. Phone

3. Computer

4. Email

5. Parking Lot Entry Card

Desk Top Manual

• Included in this orientation is an overview of the desk top manual, which you will build to fit your specific needs.

• Located on the P-Drive in a folder labeled “QAB Desk Top Manual” are the current desk top manual templates.

• Phil Baca will discuss the desk top manual history and process with you when you are ready.

Go to the start menu, click on “my computer” then click on the network drive

Click on the Quality Assurance and Systems Integration Folder

Click on the Quality Assurance Bureau Folder

Click on the desk top manual folder

MAKE A NOTE:

• When using documents from the network, please copy them to a folder on your desktop before editing or changing the document.

Within This Folder You Will See:Table of Contents

• Organizational Chart • Directories • Personnel • Action Plans • Calendars • Budget • Policy & Procedure • Forms • Professional Development • Communication Resources • Desktop Manual Revision Process • Index/Site Map

Desk Top Manual• Keep in mind that the manual is still

in the process of being built

• Every position in the bureau will have a unique manual, while all bureau manuals will have common themes and threads

• The following slides can be used as a guide for you and Phil Baca as you discuss the manual.

State Government

State Government Governor Bill Richardson's Cabinet Secretaries and

Agency Directors:

1.Aging & Long Term Care Department

2.Agriculture Department3.Chief Information Officer4.Children, Youth & Families

Department5.Department of Corrections6.Department of Cultural Affairs 7.Economic Development Department8.Department of Public Education9.Energy Minerals & Natural

Resources Department10.Environment Department11.Department of Finance &

Administration12.General Services Department13.Department of Health14.Higher Education Department

15. Department of Transportation 16. Homeland Security17. Human Services Department18. Indian Affairs Department19. Department of Labor20. Military Affairs21. State Personnel Office22. Public Defender23. Department of Public Safety24. Regulation & Licensing

Department25. State Engineer26. State Investment Council27. Taxation & Revenue

Department28. Tourism Department29. Veteran Services 30. Workman's Compensation

Administration

PED Organizational ChartOFFICE OF THE SECRETARY

OF EDUCATION

Dr. Veronica C. García

•PUBLIC INFORMATION OFFICER

•INTERNAL AUDIT

GENERAL COUNSEL

QUALITY ASSURANCE & SYSTEMS INTEGRATION DIVISION

CHIEF INFORMATION OFFICER

DIVISION OF VOCATIONAL

REHABILITATION

PUBLIC EDUCATION

COMMISSION

GOVERNOR’S COUNCIL ON TEACHING

FINANCE & OPERATIONS

ADMINISTRATIVE SERVICES DIVISION

PROGRAM SUPPORT & PUPIL TRANSPORTATION DIVISION

SCHOOL FINANCE DIVISION

•LEARNING & ACCOUNTABILITY

ASSESSMENT & ACCOUNTABILITY DIVISION

EDUCATOR QUALITY DIVISION

INDIAN EDUCATION DIVISION

INSTRUCTIONAL SUPPORT DIVISION

RURAL EDUCATION DIVISION

OFFICE OF THE SECRETARYDr. Veronica C. Garcia

Cabinet Secretary

Lori Bachman – Executive SecretaryRocky van Goidtsnoven, Scheduling DirectorSarah Archuleta – Receptionist Info Clerk-AJennifer Chavez – Public Information Officer

Beverly Friedman – Public Information OfficerLinda Olivas – Exec. Sec. & Admin. Asst.-A

(7)

INTERNAL AUDIT Vacant – Tapia

General Manager

(7)

GENERAL COUNSELWillie Brown

General Counsel

(7)

QUALITY ASSURANCE & SYSTEMS

INTEGRATION

Assistant Secretary(29)

CHIEF INFORMATION OFFICER

Robert PiroAssistant Secretary

(20)

OFFICE OF THE SECRETARY

QUALITY ASSURANCE & SYSTEMS INTEGRATION DIVISION

Dr. Mary Rose C de BacaAssistant Secretary

Melissa Rosales – Exec Sec & Admin. Asst.-A(2)

HUMAN RESOURCES BUREAU

Bernard RaymondDirector

(6)

QUALITY ASSURANCE BUREAU

Sheila HydeDirector

(5)

PRIORITY SCHOOLS BUREAU

Sally Wilkinson Director

(13)

LEGISLATIVE & COMMUNITY RELATIONS

BUREAU

Ruth WilliamsDirector

(3)

Laura PrandoJulia EmsliePhil BacaStewart Farley

QUALITY ASSURANCE & SYSTEMS INTEGRATION DIVISION

HUMAN RESOURCES QUALITY ASSURANCE PRIORITY SCHOOLS LEGISLATIVE & COMMUNITY RELATIONS •Recruitment &

Retention•Payroll & Benefits•Staff Development &•Training•Employee Relations•Policies & Procedures•Employee Orientation•EEO/ADA/Title IX/Loss • Control•Workers’ Compensation•Family Medical Leave Act•Internal Professional • Development

•Rapid Response Intervention•Internal & External Complaint •Triage & Intervention•Organizational Development•Systems Alignment•Quality Assurance MonitoringCross Functional TeamsDesk Top ManualsPED Performance MeasuresDistrict SupportAccreditationStudent Assistance TeamCompliance Monitoring

•School Improvement Framework•Diagnostic Assessment & Reports•Teacher Coaching and Administrative Consultation•Educational Plan for Student Success•Develop and Implement Revised Process•Monitor and Evaluate District EPSS•Provide Professional Development and Technical Assistance

•Legislative Process•Bill Analysis•Bill Monitoring•Legislative Files, Work Plan and Newsletter•Public Relations•Annual PR Plan•Communications•PR Counsel •PR Scheduling•Marketing Management•Speechwriting•PED Newsletter•Annual Reports•Customer Service•Information Line•Web based Inquiries

QUALITY ASSURANCE & SYSTEMS INTEGRATION DIVISION

QUALITY ASSURANCE BUREAUDr. Sheila HydeProgram Manager

Rapid Response Intervention (RRI)Chart RRI Data

Statewide AccreditationMonitor QA & SI Integration Plans

Integrate Division Plans into Single Department PlanMonitor and Report on Division Action Plans

Laura Prando – Administrative Assistant

Julia Rosa EmslieEducation Administrator

Evaluate RRI DataParent Involvement

Quality Reviews of Conference Presentations

Desktop Manual Prototype

Phil Baca Education Administrator

Internal Professional DevelopmentDesktop Manual PrototypeStudent Assistance Team

Compliance Manual

Vacant Education Administrator

Collecting & Reporting Department Data

Collecting & Reporting Division Data

Maintain QAB WebsiteReport RRI Data to all Divisions

Laura PrandoAdministrative Assistant

Enter RRI cases into CTSPrint Letters from SecretaryDeliver Letters to Secretary

Manage E-editing fileMail and File Letters from

SecretaryDaily Check for Signed Letters

QUALITY ASSURANCE BUREAU

Action Plans

Action Plan Folder on PED P-Drive

• PED Vision & Mission• QAB Vision & Mission• Customer Service Action Plan (PED)• QAB Goals• Work Plan for Quality Assurance

Bureau

QAB Work Plan

• There are three areas of focus in the work plan.

• Your primary focus in the first few weeks of your employment with the PED will be the INTERVENTION component.

INTERNAL INTERVENTIONCOMPLAINT RESOLUTION

• Triage incoming calls and/or correspondence on complaints from internal and external sources

• Act as first point of contact for PED (QAB HELP DESK)

• Follow up with appropriate Assistant Secretary, EPSS Coordinator or Program Manager

• Provide response via letter, phone call, or email

Personnel

Personnel Documents on PED P-Drive

These documents should be included in your desktop manual, preferably at the beginning. This will help you decide what

documents you will need within the manual.

• Position Assignment Questionnaire

• Employee Development & Appraisal (EDA)• Goal Setting & Evaluation

• EPSS• Coordinator duties & responsibilities

Policies & Procedures

Policies & Procedures on the PED P-Drive

• Take a look at the various forms available for your use in this folder

• As mentioned earlier this is a work in progress; any ideas on how to better organize the manual are welcomed.

Professional Developmen

t

Professional Development Documents on the PED P-Drive

• Guidelines for Quality Reviews

• Quality Review Checklist

Calendars

Calendar Documents on P-Drive

• QAB Ticklers (needs work)

• SPO Calendar

Directories

Directory Folder on P-Drive

• PED Directory

• QASID Distribution List

• Phone Numbers

CommunicationResources

Communication Resources on P-Drive

• Correspondence Protocol• For Dr. García’s Signature• Communication with Governor & Lt. Governor

• Constituent Support Procedures• Phone Script Protocol• Resolution Resources

• e-editing• Letter Templates • Writing Tips

Email• Click on the OUTLOOK EXPRESS

button on your desktop or start menu

• You can also go through the PED Website to reach OUTLOOK.

• Use the OUTLOOK resource in the POLICY & PROCEDURE area of the Desk Top Manual folders on P-Drive.

Parking

• Laura Prando 7-6952, will help you obtain a parking card from Tony Benavidez in the Procurement & Building Services Bureau 7-6774.

PARKING LOT ENTRY CARD

• Use the white parking card by holding it up to the black sensor. Card will be given to you by Dr. Sheila Hyde, this is a temporary card, you will be issued a permanent one soon.

ALAMEDA

DON GASPAR

ROUND HOUSE

PEDJerry Apodaca Bldg.

BATAANPARK HERE

DE

VARGAS

OLD SANTA FE TRAIL

GALISTEO

C

A

P

I

T

O

L

Phone

• Your phone number is: 7-4298

• Work with Laura Prando 7-6952 & Tony Benavidez 7-6774 to get your voicemail set up.

Quality Assurance Bureau New Employee Orientation

PART IIConstituent Correspondence Process

INTERNAL INTERVENTION

• Complaint Resolution-• Constituent Correspondence

• Data Collection-• Maintaining CTS Log

• Systems Change-• Informing PED

Internal InterventionComplaint Resolution

Your “training” will consist of hands-on duties that will begin immediately:

• Answering constituent complaints/concerns through:• email• phone call • fax • hard-copy mail

INCOMING COMPLAINTS & CONCERNS

Complaints and concerns arrive to the QAB via communications sent to the Governor’s Office, as well as• Letters• Faxes• Phone Calls• Emails

Sent to the PED.

INCOMING COMPLAINTS & CONCERNS

Each complaint is given a priority level:

• Governor’s Office: HIGHEST PRIORITY• All Governor’s Office complaints & concerns

MUST receive a gold seal letter signed by Dr. García as well as QAB Intervention.

• Secretary García’s Office: Next Level Priority

• Communication to PED then routed to QAB

• Directly to QAB

CTS: Customer Tracking System

• ALL COMMUNICATION FROM CONSTITUENTS IS LOGGED ON THE CTS

• The CTS is the “Data Collection” component of the QASID Work Plan

• The CTS will also incorporate the “Systems Change” component by informing the PED on constituent statistics and remedies

HOW TO ACCESS THECTS: Customer Tracking System

P DriveQuality Assurance & Systems

IntegrationQuality Assurance Bureau

Access DatabasesCTS: Click on this

file• Hit OPEN when prompted• Hit ADD/EDIT Customer• Fill out form, hit SAVE CUSTOMER• Hit NEW CASE, fill out form, SAVE

UPDATING DATACTS: Customer Tracking System

Edit CTS each time that a new step in the process is made:

For Example-• Sending letter to Program Manager• A follow-up call• Sending letter to Dr. Garcia for

approval• Closing the case

Other Forms of Response

• Informative Email from QAB

• Phone Call

• Faxed resource

Use this form when speaking to constituents by phone, it is located in the Desk Top Manual Folder

Under Communication Resources, Phone Scripts.PHONE CONVERSATION CTS ENTRY

QAB Consultant: PB JRE SH Intake Consultant: LP PB JRE SH

Name of Customer: Priority: Normal High

Date: Time: Date Logged:

District: Status: Open Closed

School: Date Closed:

Student’s Name: Response/Remedies:

Role in Community: Assigned To:PB JRE SH

Home Phone: Date Assigned:

Cell Phone: SPECIAL INSTRUCTIONS:

Work Phone: WHERE DID CALL ORIGINATE????

Email:

Home Address:

Facts/DetailsWHAT happened?

WHO is involved?/WHO has customer spoken with at district level?

WHAT remedy is customer seeking?

WHAT ideas does the customer have to remedy the situation?

WHAT is QAB’s next step?

FOLLOW-UP NOTES:

Letter Written on Behalf of Secretary García

• An electronic editing system is used by this bureau

• There is a power point training on the system. Julia Rosa will train you on the system, let her know when you are ready.

• The PPT is in the QAB folder on the P-Drive under TRAINING

Resources

When working with constituents, many of their concerns will fall under state regulations and statutes. Use the following resources when helping

constituents find resolution:

• PED Website/NMAC State Board of Education Regulations

• New Mexico Statutes (Use Google to locate then make a “favorite” on web browser)

Accessing the Public Education Department Regulations:

Go to http://www.ped.state.nm.us/#

Click on Public Ed Commission, right hand menu

Click on Public Education Department Regulations and/or Public Education Department Regulations Search Engine

PROCESS IS AS FOLLOWS:

CLICK ON PUBLIC ED COMMISSION

QAB Hours

8:00am – 5:00pm

Lunch is ONE HOUR anytime between the hours of 11:30am and 1:30am

Please discuss any modifications to this schedule with your program

manager

ETS: Electronic Time Keeping System

• Keep a written log with your work hours, • At the end of each pay period, log onto

the ETS using the shortcut on the desktop

• Log your hours into the ETS• March 10th is the next end of pay period,

make sure to log your hours the day before

Modifications

• This PowerPoint is a work in progress. As you spend time “learning the ropes”, please include any pertinent information not included…

• This PP will be used with future QAB employees as well as shared with other bureaus within the PED