Human resource (HR) departments in public agencies are fighting for credibility. Pressure to contain costs, engage employees, and be strategic has led many HR departments to flounder. HR wants to be seen as a resource and a trusted advisor to management. HR needs to be seen as credible in the eyes of employees. If the HR function is not credible in the eyes of its customers, the value of HR services is diminished. In my years of consulting with HR departments, I’ve identified five ways HR departments can build respect in the eyes of the rest of the agency:
1. Be a constant source of information. I continue to be amazed by the number of employees who say they don’t know what their HR department does. They are not familiar with the services provided or they have a gross misunderstanding of how HR functions. This is an easy issue to address. HR must constantly “drip” information to employees on a wide range of employment issues through a variety of media. A detailed quarterly email won’t work. Rather, provide information on a weekly or daily basis on a variety of topics that directly impact or benefit employees. Use as many communication methods as possible. They’ll soon come to see you as a resource, rather than an obstacle.
2. Make your role known. Oftentimes, employees misunderstand how HR operates. They believe that HR information is “confidential.” They believe that HR should be “on their side.” Then, when they don’t get what they expect, they come to mistrust the entire HR function. How do we combat this phenomenon? Advertise your job, including your mission, your role, and your services. Make it known how you handle “confidential” information. Don’t be afraid to do a little education about the HR world. The more they know, the more they trust and respect you.
3. Get your ducks in a row. The quickest way to lose credibility with your workforce is to make mistakes. Not meeting deadlines, making “minor” errors, and not following through on promises will come back to haunt you every time. There are many eyes on the HR function. You cannot afford to be sloppy or incomplete.
4. Constantly ask for feedback. Do you really know how your customers perceive you? Conduct annual surveys and customer focus groups to find out what your employee customers think. Pursue continuous improvement as a result of the feedback. Those who are always getting better are always more respected.
5. Know your stuff. In this complex, litigious world, we cannot afford to be out of the loop. Respected professionals continuously learn and stay up on the trends and issues of their industry. Changes in health care, technology, and the political environment mean you can never stop learning. If you can’t attend regular HR-related conferences, you can at least read professional journals and blogs. HR News and HR.com are great sources that will keep you up-to-date on what’s happening in the HR world. Maintain your membership in public sector human resources associations like the International Public Management Association for Human Resources (IPMA-HR). If you aren’t up to date, why would employees want to come to you for answers?
HR professionals and the departments they represent will continue fighting for credibility and respect if they aren’t taking these simple steps. These are the basics. Master these and you are on your way to being the resource your organization needs you to be.
