At ACC, we’re in a season of change—and with that comes an opportunity to improve how we serve one another. In HR, we’ve been reflecting deeply on what it means to deliver not just services, but a meaningful customer experience for every employee across the College.
From the moment someone applies to join our team to every interaction that follows, your experience with HR should be clear, responsive, and supportive. That’s why we’ve been realigning our structure, systems, and services to better meet your needs—without increasing headcount.
What We’ve Changed and Why
Earlier this year, we introduced our updated HR organizational structure. A key change was the creation of Shared Services, which now unites our Employment, Compensation, and Total Rewards teams under one umbrella. This integration helps us manage a wider range of requests more efficiently, eliminating handoffs and creating a smoother experience from start to finish.
We also refined our HR Business Partner (HRBP) assignments—not changing campus coverage, but sharpening functional alignment to ensure consistency, balance workloads, and strengthen how we support you. See the new assignments here.
Customer Experience Is Our North Star
We are intentionally shifting our mindset from internal process to customer experience—asking what it feels like to receive help from HR, and how we can do better. Your HRBPs and Shared Services team are working closely with me to evaluate service quality, using real data and direct feedback.
We’ve begun:
- Customer experience training with best practices from the Student Help Desk
- Weekly reviews of Mojo ticket handling to identify gaps and delays
- Developing service-level expectations, escalation protocols, and standard procedures so you can rely on clear, timely support
We’re Also Investing in You
Service isn’t just about problem-solving—it’s about empowerment. That’s why we’re launching new learning opportunities like HappyHR Bites—short, practical trainings that fit into your day. We’re also rolling out updated guidance for hiring managers and interview panelists, including optional kick-off meetings to help teams hire with clarity and consistency.
What You Can Expect
From Workday to wellness, hiring to help tickets, you’ll see a more integrated, thoughtful HR experience. Not perfect yet, but improving. And always listening.
You deserve a support system that reflects the excellence you bring to your work every day. We’re building that system—through collaboration, strategy, and care.
Thank you for your trust and partnership. We’re here to help.
Regards,
Kelly T. and the HR Team