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Welcome New Employee!. Quality Assurance & Systems Integration Division Quality Assurance Bureau. Quality Assurance Bureau New Employee Orientation PART I. NAVIGATING THROUGH: Desk Top Manual Phone Computer Email Parking Lot Entry Card. Desk Top Manual.

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welcome new employee

Welcome New Employee!

Quality Assurance & Systems Integration Division

Quality Assurance Bureau

quality assurance bureau new employee orientation part i
Quality Assurance Bureau New Employee OrientationPART I

NAVIGATING THROUGH:

  • Desk Top Manual
  • Phone
  • Computer
  • Email
  • Parking Lot Entry Card
desk top manual
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.
make a note
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
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 manual10
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 governor bill richardson s cabinet secretaries and agency directors
State GovernmentGovernor Bill Richardson's Cabinet Secretaries and Agency Directors:

Aging & Long Term Care Department

Agriculture Department

Chief Information Officer

Children, Youth & Families Department

Department of Corrections

Department of Cultural Affairs

Economic Development Department

Department of Public Education

Energy Minerals & Natural Resources Department

Environment Department

Department of Finance & Administration

General Services Department

Department of Health

Higher Education Department

Department of Transportation

Homeland Security

Human Services Department

Indian Affairs Department

Department of Labor

Military Affairs

State Personnel Office

Public Defender

Department of Public Safety

Regulation & Licensing Department

State Engineer

State Investment Council

Taxation & Revenue Department

Tourism Department

Veteran Services

Workman's Compensation Administration

ped organizational chart
PED Organizational Chart

PUBLIC EDUCATION COMMISSION

OFFICE OF THE SECRETARY OF EDUCATION

Dr. Veronica C. García

DIVISION OF VOCATIONAL REHABILITATION

GOVERNOR’S COUNCIL ON TEACHING

  • PUBLIC INFORMATION OFFICER
  • INTERNAL AUDIT
  • GENERAL COUNSEL
  • QUALITY ASSURANCE & SYSTEMS INTEGRATION DIVISION
  • CHIEF INFORMATION OFFICER
  • LEARNING & ACCOUNTABILITY
  • ASSESSMENT & ACCOUNTABILITY DIVISION
  • EDUCATOR QUALITY DIVISION
  • INDIAN EDUCATION DIVISION
  • INSTRUCTIONAL SUPPORT DIVISION
  • RURAL EDUCATION DIVISION
  • FINANCE & OPERATIONS
  • ADMINISTRATIVE SERVICES DIVISION
  • PROGRAM SUPPORT & PUPIL TRANSPORTATION DIVISION
  • SCHOOL FINANCE DIVISION
office of the secretary
OFFICE OF THE SECRETARY

OFFICE OF THE SECRETARY

Dr. Veronica C. Garcia

Cabinet Secretary

Lori Bachman – Executive Secretary

Rocky van Goidtsnoven, Scheduling Director

Sarah Archuleta – Receptionist Info Clerk-A

Jennifer Chavez – Public Information Officer

Beverly Friedman – Public Information Officer

Linda Olivas – Exec. Sec. & Admin. Asst.-A

(7)

INTERNAL AUDIT

Vacant – Tapia

General Manager

(7)

GENERAL COUNSEL

Willie Brown

General Counsel

(7)

QUALITY ASSURANCE & SYSTEMS INTEGRATION

Assistant Secretary

(29)

CHIEF INFORMATION OFFICER

Robert Piro

Assistant Secretary

(20)

quality assurance systems integration division
QUALITY ASSURANCE & SYSTEMS INTEGRATION DIVISION

QUALITY ASSURANCE & SYSTEMS INTEGRATION DIVISION

Dr. Mary Rose C de Baca

Assistant Secretary

Melissa Rosales – Exec Sec & Admin. Asst.-A

(2)

HUMAN RESOURCES BUREAU

Bernard Raymond

Director

(6)

QUALITY ASSURANCE BUREAU

Sheila Hyde

Director

(5)

PRIORITY SCHOOLS BUREAU

Sally Wilkinson

Director

(13)

LEGISLATIVE & COMMUNITY RELATIONS BUREAU

Ruth Williams

Director

(3)

Laura Prando

Julia Emslie

Phil Baca

Stewart Farley

slide16
QUALITY ASSURANCE & SYSTEMS INTEGRATION DIVISION

HUMAN RESOURCES

PRIORITY SCHOOLS

LEGISLATIVE & COMMUNITY RELATIONS

QUALITY ASSURANCE

  • 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
  • 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
  • Rapid Response Intervention
  • Internal & External Complaint
  • Triage & Intervention
  • Organizational Development
  • Systems Alignment
  • Quality Assurance Monitoring
  • Cross Functional Teams
  • Desk Top Manuals
  • PED Performance Measures
  • District Support
  • Accreditation
  • Student Assistance Team
  • Compliance Monitoring
  • 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 bureau
QUALITY ASSURANCE BUREAU

QUALITY ASSURANCE BUREAU

Dr. Sheila Hyde

Program Manager

Rapid Response Intervention (RRI)

Chart RRI Data

Statewide Accreditation

Monitor QA & SI Integration Plans

Integrate Division Plans into Single Department Plan

Monitor and Report on Division Action Plans

Laura Prando – Administrative Assistant

Julia Rosa Emslie

Education Administrator

Evaluate RRI Data

Parent Involvement

Quality Reviews of Conference Presentations

Desktop Manual Prototype

Phil Baca

Education Administrator

Internal Professional Development

Desktop Manual Prototype

Student Assistance Team

Compliance Manual

Vacant

Education Administrator

Collecting & Reporting Department Data

Collecting & Reporting Division Data

Maintain QAB Website

Report RRI Data to all Divisions

Laura Prando

Administrative Assistant

Enter RRI cases into CTS

Print Letters from Secretary

Deliver Letters to Secretary

Manage E-editing file

Mail and File Letters from Secretary

Daily Check for Signed Letters

action plan folder on ped p drive
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
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 INTERVENTIONcomponent.
internal intervention
INTERNAL INTERVENTION

COMPLAINT 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 documents on ped p drive
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 on the ped p drive
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 development documents on the ped p drive
Professional Development Documents on the PED P-Drive
  • Guidelines for Quality Reviews
  • Quality Review Checklist
calendar documents on p drive
Calendar Documents on P-Drive
  • QAB Ticklers (needs work)
  • SPO Calendar
directory folder on p drive
Directory Folder on P-Drive
  • PED Directory
  • QASID Distribution List
  • Phone Numbers
communication resources on p drive
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
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
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
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.

OLD SANTA FE TRAIL

ROUND HOUSE

DON GASPAR

ALAMEDA

DE

VARGAS

C

A

P

I

T

O

L

PED

Jerry Apodaca Bldg.

BATAAN

PARK HERE

GALISTEO

phone
Phone
  • Your phone number is: 7-4298
  • Work with Laura Prando 7-6952 & Tony Benavidez 7-6774 to get your voicemail set up.
slide42
INTERNAL INTERVENTION
  • Complaint Resolution-
    • Constituent Correspondence
  • Data Collection-
    • Maintaining CTS Log
  • Systems Change-
    • Informing PED
internal intervention complaint resolution
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
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 concerns45
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
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 the cts customer tracking system
HOW TO ACCESS THECTS: Customer Tracking System

P Drive

Quality Assurance & Systems Integration

Quality Assurance Bureau

Access Databases

CTS: 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 data cts customer tracking system
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
Other Forms of Response
  • Informative Email from QAB
  • Phone Call
  • Faxed resource
slide52
Use this form when speaking to constituents by phone, it is located in the Desk Top Manual Folder Under Communication Resources, Phone Scripts.
letter written on behalf of secretary garc a
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
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
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:

qab hours
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
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
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
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