Welcome to UT Southwestern Temps

1. Office of Human Resources Southwestern Temps Welcome to UT Southwestern Temps New Employee Orientation

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3. Office of Human Resources Southwestern Temps Page 3 PACT Standards

4. Office of Human Resources Southwestern Temps Page 4 PACT Problem Solving Ability, Attitude and Appearance Communications and Compassion Teamwork

5. Office of Human Resources Southwestern Temps Page 5 What is our Goal? Our GOAL is to achieve a level of patient care and service at UT Southwestern Medical Center that we would be proud to receive for our families, our friends and ourselves.

6. Office of Human Resources Southwestern Temps Page 6 HISTORY PACT was developed by employees, reviewed, improved and approved by Managers, Medical Directors, Senior Management and Clinic Chairs.

7. Office of Human Resources Southwestern Temps Page 7 WHY? To clarify what is expected To ensure that patients receive consistent, excellent service

8. Office of Human Resources Southwestern Temps Page 8 HOW? PACT is used in our job descriptions, interview and hiring process and performance appraisals and merits.

9. Office of Human Resources Southwestern Temps Page 9 P A C T You see it. You own it. You fix it.

10. Office of Human Resources Southwestern Temps Page 10 Customer Service

11. Office of Human Resources Southwestern Temps Page 11 Because The Customer… Because the customer has a need, we have a job. Because the customer has a choice, we must be the better choice. Because the customer has sensibilities, we must be considerate. Because the customer has an urgency, we must be quick. Because the customer is unique, we must be flexible. Because the customer has high expectations, we must excel. Because the customer has influence, we hope to get referrals. Because of the customer, we exist.

12. Office of Human Resources Southwestern Temps 4 Basic Needs(to satisfy a customer) To feel welcomed To feel understood To feel important Need for comfort

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14. Office of Human Resources Southwestern Temps Page 14 Outstanding Service There are two ways to be sure that you deliver OUTSTANDING service for the customer/patient. It’s… WHAT you say! HOW you say it!

15. Office of Human Resources Southwestern Temps Page 15 3 Components of Communication 55% 38% 7% BODY LANGUAGE (How you look) VOICE TONE (How you sound) WORDS (What you say)

16. Office of Human Resources Southwestern Temps Page 16 Angry/Upset Caller

17. Office of Human Resources Southwestern Temps Page 17 The Abusive Caller 1. Don’t Take it Personally 2. Shift the Focus 3. Bargain 4. Transfer to Supervisor

18. Office of Human Resources Southwestern Temps Page 18 REVIEW Why is customer service important? Who are our customers? What is customer service to you? How do we achieve outstanding service?

19. Office of Human Resources Southwestern Temps Page 19 Orientation Highlights Introduction to SWTemps Important Information Checklist -Absence and Tardiness -Timesheets (electronic/manual) -Paychecks -Identification Badges Availability for work in-between assignments FY 09 Payroll Schedule Emergency Codes/Safety Codes Bryan Williams Student Center HR Standards of Conduct Work Safety Sheet Temporary Assignment Evaluation Payroll/Deposit Form Parking Registration Form Employment Verification Form Report of Absence Form Identification Badge Memo Holiday Schedule PACT Standards Q & A Session

20. Office of Human Resources Southwestern Temps Page 20 Southwestern Temps In-house temporary staffing pool. Division within the Office of Human Resources that assist with all temporary personnel needs for the university. Administrative/Clerical support Miscellaneous/Labor support Hospital/Clinical support H.S. Co-op/Student Intern External agency

21. Important Information Checklist Office of Human Resources Southwestern Temps Page 21

22. Office of Human Resources Southwestern Temps Page 22 Important Information Checklist Electronic Timesheet (TBA) Manual Timesheet

23. Office of Human Resources Southwestern Temps Page 23 Important Information Checklist FY 2009 Payroll Schedule Temp Evaluation Form

24. Office of Human Resources Southwestern Temps Page 24 HR Standards of Conduct

25. Office of Human Resources Southwestern Temps Page 25 Important Information Checklist Direct Deposit Parking Registration

26. Office of Human Resources Southwestern Temps Page 26 Parking Services There are two office locations: South Campus Plaza at 5323 Harry Hines Blvd. & Butler Street. Office hours are Monday thru Friday, 7:30 a.m. – 5:00 p.m. Telephone: South Campus (214) 648-9600, ext. 0 St. Paul POB I at 5959 Harry Hines Blvd., 8th. Floor, Suite 802. Office hours are Monday through Friday, 7:30 a.m. – 4:30 p.m. (closed from 11 a.m.-12 p.m.) Telephone: St. Paul POB 1 (214) 645-8015

27. Office of Human Resources Southwestern Temps Page 27 Occupational Health All employees who work in a clinic or hospital setting must be tested. Also all employees at the outpatient building must be tested. You must have a drivers license or state identification with a picture with you to be processed. Location: St. Paul building, 1st Floor (main location) Hours: Monday through Friday, 8 a.m. – 12 p.m. & 1 p.m. – 4 p.m. Telephone Number: (214) 645-5300 Tests include: TB testing (placed Day 1 and read within 48-72 hours) Urine Drug screen (hospital/outpatient building employee only)

28. Office of Human Resources Southwestern Temps Page 28 Identification Badges UT Badge policy Mandatory requirement Employees Contractors Visitors Agency personnel Staff Faculty members, etc.

29. Office of Human Resources Southwestern Temps Page 29 YOU ARE A “KXY” PERSON Xvxn though my typxwritxr is an old modxl, it works vxry wxll– xxcxpt for onx kxy You would think that with all thx othxr kxys functioning propxrly, onx kxy not working would hardly bx noticxd; but just onx kxy out of whack sxxms to ruin thx wholx xffort. You may say to yoursxlf- “Wxll I’m only onx pxrson. No onx will noticx if I don’t do my bxst.” But it doxs makx a diffxrxncx, bxcausx to bx xffxctivx, an organization nxxds activx participation by xvxryonx to thx bxst of his or hxr ability. So nxxt timx you think you arx not important, rxmxmbxr my old typxwritxr. YOU ARX A KXY PXRSON!!!

30. Office of Human Resources Southwestern Temps Page 30 Questions ???

31. Office of Human Resources Southwestern Temps Page 31 Thank you and again…

32. Office of Human Resources Southwestern Temps Page 33 Next Steps Complete HR documents Need Two (2) Forms of ID Complete Compliance training Institutional Compliance training HIPAA Compliance training Information Security Welcome Letter Identification Badge Occupational Health, if applicable. Report to your assigned department