Service Community of Expertise

Service Community of Expertise


The Service Community of Expertise is the backbone of HR operations, delivering expert advice and consultative support services for our customers – UVA faculty, staff, team members, and management, to reach their full potential at UVA. Our specialized units address the following areas:

HR Business Partners - The way core HR services are strategically linked with individual school/unit needs, through coaching, collaboration, strategic planning, community building, and information sharing.

HR Solution Center - The way consistent HR information and solutions are provided to faculty, staff, team members, and management. This is often the first point of contact for HR services at the University of Virginia.

Service COE Leader – Adam Weikel, Assistant Vice President

 

Commit to Service Video

UVA HR is your strategic partner in delivering on our mission to make a difference in developing student leaders, research, and patient care second to none. We are here to interpret, guide, and support you in doing your everyday work. Take this journey with us!

HR Business Partners

The HR Business Partner brings the HR service delivery model to life. As a strategic advisor, collaborator, and proactive consultant to leadership, the HR Business Partner works with leaders to provide innovative HR solutions to meet their business goals. When necessary, we bring in experts from both the Talent and IMPACT Communities of Expertise to support the people priorities for the organization they support.

Key Outcomes of Our Work

  • Developed, implemented, and supported HR goals, plans and initiatives at the school/unit
  • Increased faculty, staff and team member engagement
  • Focused attention on development plans for high potential faculty, staff and team members
  • Reduced number of informal disciplinary actions
  • Reduced and maintained turnover rate
  • Management feedback incorporated in to future HR programs

Business Partner Service Offerings:

  • Talent Planning

    Working closely with the Talent Community of Expertise, the HR Business Partner will provide innovative talent strategies, focus on developing current talent, and recruit the best new talent to foster and support a high-performing workforce. Translating business needs into a people strategy that will help an organization reach its goals is a key focus of the HR Business Partner. Effective talent planning creates the foundation of the organization’s workforce.

    Our Services

    • Providing data and organizational workforce planning input
    • Supporting the Talent Recruitment planning process
    • Facilitating skills trainings, mentoring and job rotation
    • Collaborating with management on promotions, job changes and transfers
    • Advising on competitive compensation strategies

    The Outcomes for Our Customers

    • Aligned workforce planning and recruitment strategies, enabling the organization to meet its business goals
    • Proactive action plans for potential talent gaps
    • Recommendations to increase workforce efficiency
    • Identified training needs and strategies for implementation
    • Staffing of new initiatives and programs in collaboration with the Talent CoE
  • Program Administration

    The HR Business Partner unit serves as the core connector to all HR services. As the key contact for management, this service leads workforce planning initiatives, connects management with appropriate HR functions as needed, and facilitates engagement and implementation with organizational initiatives. The Business Partner provides feedback for continuous improvement from the customer’s organization to initiative owners. The HR Business Partner balances consistency in program administration, with appreciation for each organization’s culture and needs, implementing programs like the annual merit process, performance management, talent pipeline planning and on-boarding.

    Our Services

    • Facilitating the performance management process
    • Advising on performance plans for management and high-potential individual contributors
    • Supporting and participating in on-boarding
    • Supporting faculty reappointment, promotion and tenure processes
    • Providing review and execution of the market and merit processes

    The Outcomes for Our Customers

    • Actionable performance plans, evaluations and ratings
    • Workforce data for talent planning
    • Fully oriented new hires
    • Local reward, recognition and retention strategies
    • Input regarding HR program creation and desired local impact
  • Performance Advising

    The HR Business Partner plays a key role in coaching, advising and encouraging University management to engage with their teams, increasing engagement and commitment to the University’s mission. This service delivers solid advice and recommendations on workforce matters, resulting in a high-performing workforce. A workforce that is engaged with the school/unit and the University empowers our faculty, staff and team members who come to work every day in the endless pursuit of innovation and excellence. An engaged workforce is able to fully realize its goals and vision, fostering a culture of continuous improvement.

    Our Services

    • Advising and training managers on handling performance concerns and informal disciplinary actions
    • Consulting on special leave considerations
    • Coordinating the Return to Work process (e.g., from short-term or long-term disability)
    • Providing employee counseling

    The Outcomes for Our Customers

    • Management capable of leading and developing high-performing teams
    • General HR and leave counseling
    • Staffing plan when a faculty, staff or team member is out on leave
    • An HR resource embed in your organization who understands complex employee relations issues, in conjunction with employee relations
  • Risk Management

    Advising and educating management on applicable federal, state, local and organization policies and procedures is an important part of the HR Business Partner’s service. Providing expert insight helps management interpret HR, EOCR, Provost, HIPAA, ADAAA, and other governing policies, processes and laws to avoid and mitigate compliance risks. The University is responsible for adhering to applicable federal, state, organization and governing body rules and regulations.

    Our Services

    • Advising on immigration employment eligibility guidelines
    • Interpreting organizational, state and federal policies
    • Advising on workforce risks that could prevent the organization from meeting its goals
    • Monitoring and analyzing HR metrics, providing proactive consultation on potential business issues

    The Outcomes for Our Customers include compliant practices and consistent application as well as alignment of policies and processes.

HR Solution Center

The HR Solution Center serves as the resource center for Human Resource needs across the University of Virginia. The HR Solution Center, a one-stop, comprehensive resource committed to providing HR support across the organization, provides consistent HR information and solutions while delivering an exceptional experience for faculty, staff, team members and management.

Key Outcomes of Our Work

  • Majority of inquiries resolved in the first interaction
  • Reduced time to resolve complex inquiries
  • Decreased HR/payroll transaction error rate
  • Supported self-service adoption
  • Exceptional customer experience delivered, resulting in high customer satisfaction

 

Solution Center Service Offerings:

  • HR Inquiry & Case Management

    HR Inquiry and Case Management Support is the foundation of the HR Solution Center. This service is a one-stop, comprehensive resource committed to providing HR support across the organization and delivering an exceptional experience for faculty, staff, team members and management. HR Inquiry and Self-Service Support provides a knowledgeable resource available to all UVA colleagues for answers to common HR questions, issues and situations

    Our Services

    • Responding to faculty, staff, team member and manager Self-Service inquiries
    • Resolving HR inquiries related to time & attendance, payroll, benefits & wellness, leave/PTO, recruitment, education & tuition assistance, and employee relations, while providing an excellent customer experience
    • Escalating inquiries when necessary
    • Tracking cases and provide timely status updates on resolution to customers

    The Outcomes for Our Customers

    • Responsive, accurate, and timely resolution for common HR inquiries
    • Escalation of complex inquiries for expert handling, when necessary
    • HR Self-Service support
  • HR Records Management

    Ensuring that the employment records of our faculty, staff and team members are accurate and confidential is a fundamental service of the HR Solution Center. This service manages the overall administrative process of protecting, maintaining and disposing of records related to employment, including licensure compliance. Effective employee records management ensures the completeness, accuracy and maintenance of confidential faculty, staff and team member information in accordance with all University, legal and industry standards and requirements.

    Our Services

    • Managing licensure compliance procedures
    • Researching and responding to faculty, staff and team member record requests from external parties
    • Disposing of records outside UVA legal retention period, as required
    • Responding to audit requests

    The Outcomes for Our Customers

    • Continuous monitoring of healthcare and other required licensure to ensure compliance with all relevant regulatory bodies
    • Accurate and up to date employee records
    • Timely records request support
  • Candidate Experience, Pre-boarding and On-boarding Support

    Candidate Experience, Pre-boarding and On-boarding Support manages the administrative hiring process and provides a single point of contact for candidates and hiring managers from the employment offer to Day 1. Providing an exceptional experience to each new hire and hiring manager during the University’s fast-paced hiring process helps achieve our goal of recruiting and hiring top talent.

    Our Services

    • Supporting candidates and hiring managers throughout the recruitment process
    • Scheduling candidate interviews, as needed
    • Managing the pre-boarding process
    • Conducting pre-employment appointments and scheduling new hire health screenings, as needed
    • Scheduling orientation and providing ongoing support through Day 1 orientation

    The Outcomes for Our Customers

    • Seamless and exceptional recruitment experience for candidate and hiring manager
    • Responsive and reliable assistance with critical pre-boarding and on-boarding activities
    • Opportunity for new hires to make benefit and Self-Service elections prior to Day 1
    • Faculty, staff and team members ready to work on Day 1
  • Benefits & Leave of Absence Consulting and Support

    Benefit and Leave of Absence (LOA) Consulting and Support offers faculty, staff, team members and management a range of services, from consulting on benefit and retirement questions to the coordination of short-term disability and return to work. Effective benefit and LOA support provides a knowledgeable, experienced group of HR professionals who ensure compliance and privacy throughout the process. During life changes, supporting our colleagues’ benefits and leave of absence needs are important, and they value the extra care we can provide.

    Our Services

    • Consulting with faculty, staff and team members on benefit and leave related concerns, including retirement
    • Processing accurate benefit elections and changes
    • Responding to benefit and leave plan questions, resolving identified issues, and transaction support
    • Coordinating faculty, staff and team member return to work with manager and other parties (e.g., payroll)

    The Outcomes for Our Customers

    • Responsive and reliable resolution of complex benefit and LOA inquiries
    • Individualized benefit and retirement counseling appointments
    • Timely and accurate processing of benefit life events
    • Sensitive and professional facilitation of LOA processes
    • Secure handling of protected health information
  • HR Transaction Support

    The HR Transaction Support service updates and maintains all employment data for faculty, staff and team members during their employment at UVA. Maintaining accurate employment data provides HR professionals with reliable, accurate and timely employment information, which provides an important foundation for our exceptional service and workforce planning services.

    Our Services

    • Processing changes in faculty, staff and team member status (e.g., part time to full time), terminations and retirement actions
    • Administering appointment changes (reappointments and non-renewals) for faculty
    • Entering, verifying and maintaining organization and new hire data

    The Outcomes for Our Customers

    • Timely and accurate changes to employment information
    • Timely and accurate reappointment and non-renewal letters for faculty
    • Reduction in errors impacting payroll processing and other key processes with a negative impact
    • HR transaction metrics (e.g., turnover)
  • Payroll & Timekeeping Support

    Payroll & Timekeeping Support, in collaboration with UVA Payroll, identifies and resolves payroll and timekeeping issues for faculty, staff, team members and management. Our highly skilled payroll team aims to run perfect payroll each cycle, but when an issue occurs, this unit is able to accurately identify and quickly resolve payroll and timekeeping issues.

    Our Services

    • Resolving payroll and timekeeping issues
    • Escalating issues, as necessary
    • Tracking cases and providing resolution updates, as necessary
    • Correcting information and inputting correct time, as necessary

    The Outcomes for Our Customers

    • Responsive timecard error resolution
    • Accurate inputs for payroll processing
    • One-stop resource for payroll and timekeeping issues and inquiries
    • Case escalation for expert handling of complex issues
    • Outreach and education faculty, staff, team members and managers to prevent future issues