UNIVERSITY PARK, Pa. – On Aug. 15, Penn State Human Resources (HR) will be updating the HR phone line to enhance the employees’ customer experience. The HR Services team is the first point of contact for all human resources related questions, concerns and support and can be reached by calling 814-865-1473 or submitting an inquiry via the WorkLion Portal.
The new phone functionality offers three new features:
- A prompt requesting the caller to provide their nine-digit Penn State ID
- Verification of personal information with the HR Services team member
- Auto creation of an inquiry within the WorkLion Portal that will document the conversation
When calling HR Services, employees who select Option 1 (General Questions) will be asked to enter their nine-digit Penn State ID number. As a result of that entry, the HR Service member who receives the call will have direct access to the caller’s record, whereby they will ask a few verification questions before proceeding. Upon completion of the call, an inquiry will be generated documenting the call and will be available to the caller via the WorkLion Portal.
Callers who do not have a nine-digit ID, such as candidates for hire, will be a put into a queue to speak with an agent.
Implementation of this new functionality will enhance the customer experience for employees and improve internal processes within HR. The new process provides greater security controls and auto generates call confirmations. It is also anticipated that this will aid in the reduction of wait times and increase consistency in documentation. Prior to calling, HR requests that callers have their nine-digit ID available for entry via the prompt. Callers can find their nine-digit Penn State ID on their Penn State ID badge or on their profile page in Workday.
For questions about the implementation of this new functionality, contact HR Services by calling 814-865-1437 or submitting an inquiry via the WorkLion Portal. For HR related questions, employees are encouraged to leverage the KnowledgeBase, submit an inquiry via the WorkLion Portal, or call HR Services at 814-865-1437.