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Human Resources

Minimum Technology Skills  

Minimum Skills Required, but not limited to:

 

1.      TELEPHONE:      

            Etiquette – Outside calls should be answered in a friendly, business-like manner, identifying

            the institution, department, and self (last name optional).  Inside calls should be answered in

            the same manner with the exception of identifying the institution.  If unsure of call (inside or

            outside) answer as if it is an outside caller.      

 

            Employee should be able to:

            ·   Transfer calls – always give caller transfer information, i.e. extension, department,

                person’s name to whom they are being transferred.  If unsure of where to transfer caller,

                never just transfer.  Make sure that you are sending caller to the right department before

                you hang up.

            ·   Place and retrieve a call “on hold.”

            ·   Manipulate Voicemail – check messages (at least once a day, if not more), record a

                message to reflect schedule and give caller an alternate option, change message to out-of-

                office greeting, for a message to another number, place a call directly to a voice mail box,

                and check voicemail from another location.

 

            Rationale

            Our first contact with a customer may be our only opportunity to make a good impression. 

            By engaging in the above skills, it provides consistency within the College and projects a

            professional image.

 

2.      ELECTRONIC CALENDAR:

            Etiquette – Allow sufficient notification/response time.  (If less than 48 hours, additional

            means of notification may be necessary.)  If unable to attend a very small meeting, use face-

            to-face, email, or phone to notify other participants.

 

            Employee should be able to:

            ·   View daily – to acknowledge any new appointments that may have been added

            ·   Schedule and edit an appointment

            ·   Respond to a group meeting

            ·   Schedule a group meeting

            ·   Edit access rights – to allow others to have access to your calendar

            ·   Change preferences

            ·   Print calendar (day, week, and month)

 

            Rationale

            Electronic Calendar is an efficient tool for scheduling meetings. It increases productivity and

            improves internal departmental communications.

 

3.      FAX MACHINE:

            Etiquette – Follow operating guidelines provided for machine in that area. Never use auto

            redial; it delays use of the machine and ability to receive incoming faxes. Always use a fax

            cover sheet with pertinent Delta information, i.e., your name, department, office phone

            number and fax number.  Leave machine in “operational” mode. Be courteous, wait

            patiently, and provide privacy to user ahead of you. Maintain a neat work area and notify

            person responsible in that area if a problem arises.

 

            Employee should be able to:

            ·   Send a fax

            ·   Load paper

 

            Rationale

            Faxes have become a primary and necessary communication tool in today’s business

            environment.

 

4.      COPY MACHINE:

            Etiquette - Follow operating guidelines for machine in that area. Tend to the machine while

            making copies. Do not start machine, and then walk away. Leave the machine "operational"

            and "cleared" for the next person, i.e., reset to default, and return to standard 8 1/2" x 11"

            white paper. Be considerate. Do not make more than 35 copies. Anything over 35 copies

            should be taken to the printing department. If an occasional need arises to make more than

            35 copies, invite persons with smaller quantities to proceed ahead of you. Maintain a neat

            work area and notify appropriate person if problems arise.

 

            Employee should be able to:

            ·   Turn equipment on and off

            ·   Load paper 

            ·   Input account number / Employee ID number

 

            Rationale 

            In today's business environment, a copy machine is a necessity. It saves time, money, and

            increases productivity.

 

5.      PRINTERS:

            Etiquette - Refill paper, clear paper jams, remove specialized paper when finished, report

            maintenance issues to appropriate personnel, follow Delta College's acceptable use guidelines

            for non-Delta related work, and maintain a neat work area.  Make sure printers are left in

            operational mode.

 

            Employee should be able to:

            ·   Turn equipment on and off 

            ·   Load paper 

            ·   Remove paper jam

 

            Rationale 

            In today's business environment, printers are essential to provide professional, personalized

            documents for both internal and external clientele.

 

6.      PC:  

 

            Employee should be able to:

            ·   Turn equipment on and off 

            ·   Reboot the system 

            ·   Use file manager (example: distinguish between different drives, understand difference

                between folder, file, drive, and path) 

            ·   Set defaults to save to the Network folders and NOT C: drive

 

            Rationale

            A fundamental foundation for PC literacy maximizes our return on the College's technological

            investment. Most employees have access to a PC, which enables them to perform their job

            responsibilities more efficiently.

 

7.      E-MAIL:

 

            Employee should be able to:

            ·   Compose (send) message 

            ·   Read messages - Check at least daily, if not more. If e-mail is not checked at least daily,

                someone may be missing an important message and, by not responding in a timely

                manner, you may be losing your communication link.

            ·   Reply to messages - Respond to inquiries in a timely manner. Be professional in your

                replies. Use spellchecker. Be able to respond appropriately to a particular person versus a

                group. 

            ·   Delete messages in Inbox,  Sent Items, and Deleted Items folders

            ·   Print messages 

            ·   Create a folder 

            ·   Save messages to appropriate folders 

            ·   Attach and retrieve an attachment 

            ·   Use signature 

            ·   Use the out-of-office auto reply feature  

 

            Rationale

            In today's technological world, e-mail is one of the primary vehicles of communication. People

            are using e-mail more and more as a means of internal and external communication. 

 

8.      SECURITY MAINTENANCE:

 

            Employee should be able to:

            ·   Reset passwords 

            ·   Set up a password protected screen saver

            ·   Demonstrate an understanding of electronic resources access and use guidelines 

            ·   Demonstrate an understanding of copyright laws and FERPA

            ·   Demonstrate knowledge of security awareness – employees should lock down their computers when not in use; passwords should not be shared 

        

        Rationale 

            Provides protection to the individual, student, and the College.

 

9.      INTERNET / INTRANET:

            Etiquette - Follow Delta College acceptable use guidelines for technology use. (Guidelines

            can be found on Delta's homepage)

 

            Employee should be able to:

            ·   Demonstrate an understanding of World Wide Web (WWW) sites relevant to

                one's position 

            ·   Print a web page 

            ·   Use search engine or subject guide to find appropriate information or sites 

            ·   Add a bookmark 

            ·   Locate a Uniform Resource Locator (URL) - a web page address 

            ·   Download documents relevant to one's position

            ·   Access Delta's intranet "The Portal" and the Web interface "MyDelta"

 

            Rationale

            A useful resource to gain information and conduct research.

 

10.  WORD PROCESSING SKILLS:

 

            Employee should be able to:

            ·   Create a document (letter/memo) - Make use of basic productivity tool.

            ·   Create a folder 

            ·   Open, close, and save a document 

            ·   Select text, cut, copy, and paste 

            ·   Use undo and repeat commands  Use spellchecker 

            ·   Print a document 

            ·   Demonstrate an understanding of the difference between Save and Save As.

 

            Rationale 

            Increases productivity and efficiency within one's job.

 

11.  COLLEGE SUPPORTED SOFTWARE:

 

            Employee should:

            ·   Know what College supported software is available to be used as an appropriate tool for a

                specific task. 

            ·   Know the purpose of Word, Excel, and PowerPoint.
          - Possess software licensure awareness

     

 

            Rationale 

            Increases productivity and efficiency within one's job.

 

ADMINISTRATION:

The management of these steps will be the responsibility of the Human Resources Office in assuring Supervisors and Employees use the College Resources.

 

1.      Assessing employees.

            Employees will be assessed during the annual performance evaluation by Supervisors.

  

2.      Methods to acquire skills.

            ·   Access the employee-training website.

            ·   Workshops, handouts, manuals, and job shadowing.

 

3.      Standard Orientation

            Orientation checklists include resources for training covered by Human Resources, Supervisor

            and Employee.  The standard orientation should include, but not be limited to, setting up

            accounts for and demonstrating the use of Delta’s phone system, Outlook mail, Outlook,

            calendar, etc.

 

            The above minimum standards are required of all employees.  However, as standards change,

            employees will be expected to acquire the new standards and skills as determined by the

            College and individual positions.  Additionally individual job descriptions may require that an

            individual obtain skill levels above the minimum.


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