Human Resource Manual

Vision, Mission, and Values

The vision of Chatham Utilities is to raise the level of awareness for Chatham Utilities as being a responsible member of the community that provisions not only essential services, but impacts the quality of life for the community that it serves. Chatham Utilities goals are to enhance Chatham Utilities profile in the community as an example of good corporate citizenship through focused programs in support of key value areas. The focus of Chatham Utilities and its staff is recognizing the importance of making a contribution to the City of Chatham, as being an integral part of Chatham Utilities corporate responsibility. The following portion of this manual is a description of the company organizational chart, which will be a descriptive reference of key positions at Chatham Utilities.

Organizational Chart Description

The organizational chart for the customer relations department will be utilized for this HR manual. The top of the organizational chart is the VP of Customer Relations, and under the VP is the Executive Assistant. Below the VP is the Director of Regulatory Affairs, the Manager of Corporate Communications and Public Relations, Director of Conservation & Energy, and finally the Director of the Customer Service Centre. The organizational chart then continues under the Director of the Customer Service Centre. Following this role is the Manager of the Call Centre. Under the Manager is the Supervisor of Customer Accounts, the Call Centre Supervisor, Enercare Supervisor, Manager of Meter Reading Services, and Supervisor of Meter Reading. Working under the Call Centre Supervisors we have the CSR's, Senior CSR's, and Part Time CSR's, and the same charting goes for each Supervisor is their respective departments. The following section will be a developed diversity training program.

Diversity Training - Who Should Attend (Revised)

Diversity training is important for all employees of the organization. The subject matter affects all who are involved with the organization, and the customers that conduct business with the organization. Who will benefit from diversity training being administered throughout the organization; the executive team, human resources, consultants, and all employees who interact with one another as well as deal with customers outside the organization. Diversity training for the management team and employees will ensure that they are all training on the same subject matter, as diversity training will raise diversity awareness, change behavior, and helps to reduce stereotypes, and biases. Diversity training cannot be just administered to one section of the organization as diversity is an issue that affects all employees, and as the organization grows into a diverse company; executives all the way down to general laborers will be affected by current and future hiring choices that increase the multicultural aspect of the organization. The organization cannot just look within its own walls; the organization must ensure its customers see it as a company they want to do business with. Following is a list of key best practices for organizational benefits in regards to diversity training eHow, (1999 - 2011).

1. Employees will develop habits that are in line with today's employee rights within the work place. All employees will have the means to treat one another with respect and dignity.

2. An effective training program will bring together the values of employee to those of the organization.

3. Employees at all levels will have the knowledge that they work in a safe environment where their race, culture, and lifestyle will not be offended.

4. The HR team, management, and executives will have the added benefit of more relaxed employees that perform better.

5. Employees are less likely to resign, which reduces company turnover and recruitment costs.

6. The risk of lawsuits will be reduced as the organization will have a policy that prohibits certain behavior.

7. The organization will have the benefit of being seen as a more multicultural one which will have the added benefit of recruiting new diverse individuals.

8. Recruiting standards will benefit as profiling of different cultures will be reduced.

Diversity Training (Revised)

Diversity training will also provide the ability to avoid communication errors due to cultural differences, and ignorance about other groups and cultures as well. In order for an organization to be successful, employees need to understand each other, and the communities they serve. As employees become more diverse throughout the organization, all employees, and managers stand to benefit from diversity training. The same understanding that the organization is expected to have with their customer base should be a standard within the organization as well. Through surveys, focus groups, and interviews, the HR team will be able to see what employees are thinking and what issues that the HR team may not have been aware of. As the HR team realizes what the employees are thinking; employees and managers will then see the benefits of a focused HR team and can develop together to make the organization more effective. Best practices for diversity include the following top ten ASAE, (2011)

1. Support for diversity will come from top management, all the way down to the general laborers.

2. Diversity will not be just a one-time training exercise; the foundation for diversity will be linked to the organizational planning process, mission, and vision.

3. Diversity will be identified as a core value, and will be listed in the organizational documents.

4. Diversity orientation will be included in recruitment process for new employees, and follow up sessions will also be administered.

5. Current employees will receive follow up sessions in regards to diversity training for the purpose of the organizational diversity mission, and to achieve values.

6. During diversity training, and all meetings within the organization, a diverse group of speakers will be selected.

7. Diverse speakers will be encouraged by the organization to highlight key diverse subject matter.

8. Diversity training will also be granted to board members, and current and future volunteers.

9. Employment opportunities will be advertised to a diverse group of potential candidates.

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