[IDHR] DHR Support Inbox - REMINDERS

[DHR Staff Contact List]

Good afternoon HR contacts!

I wanted to send a few reminders along to assist you with receiving the most accurate and timely responses when you submit inquiries to the DHR Support Inbox. We are all learning so much more each day and we have seen great progress in agencies helping each other. Please remember the DHR inbox is being monitored by a select few individuals and those individuals are providing support to the entire state. The more information you provide up front, the easier and quicker it will be to provide you support. That being said, please:


  1.  If the issue is specific to an employee or multiple employees: Provide the first and last name of the employee and the employee ID number.
  2.  Provide a full screenshot of your entire screen. This allows us to see what role you're in and where you are in the system. If it is for a timesheet issue, please provide a screenshot of the entire timesheet.
  3.  For recruitment assistance, include the requisition number and applicant's name.
  4.  Please reply all to emails. This ensures that everything is being copied to the DHR Support Inbox.
  5.  If an issue has been resolved and you no longer require assistance, please forward your original email to the DHR Support Inbox and indicate that your issue has been resolved and you no longer need assistance.
  6.  Please DO NOT submit a SCO helpdesk ticket unless the DHR Support inbox directs you to do so.
  7.  Please DO NOT email, call, text, or teams message the functional team members directly (Hanna Hall, Jeni Lang, Ashley Mattoon, Courtney Butler, Logan Klaas or Haley Westenskow).
  8.  Please make sure you include a priority number in the subject line of your email. Below are the priority levels:
     *   1 - critical pay issue needing resolution within 24 hours
     *   2 - critical recruitment/hiring issue needing resolution within 72 hours
     *   3 -  non-critical (i.e., not going to affect pay, hiring, recruiting) issues needing resolution within 5 business days
     *   4 - all others needing resolution in 5+ business days. This includes suggestions for additions to the system, incorrect QRGs.
  9.  Please utilize all of your resources including discussing with your HR team members, reviewing the knowledge base, checking the DHR Sharepoint site, reviewing the HCM Q&A document, etc.

If you have questions or need further clarification please let myself or Janelle White know. We appreciate your patience and assistance!

Michelle Peugh, PHR, CPM(r) | Bureau Chief
[cid:image001.png at 01D9C55F.0E326910] Office: 208.854.3073|Cell: 208.579.8291
[cid:image002.png at 01D9C55F.0E326910]  Michelle.peugh at dhr.idaho.gov<mailto:Michelle.peugh at dhr.idaho.gov>
[cid:image003.png at 01D9C55F.0E326910]  www.dhr.idaho.gov<http://www.dhr.idaho.gov/>

[cid:image004.png at 01D9C55F.0E326910]
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Providing quality customer service is important to us.  If you have any comments or suggestions regarding the service provided to you, please contact Janelle White, Deputy Administrator, janelle.white at dhr.idaho.gov<mailto:janelle.white at dhr.idaho.gov>. Thank you.

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