HR Service Delivery Model

Human Resources uses a service delivery model to provide varying levels of expertise to leaders and employees of the University of Calgary. 

HR Service Delivery Model
HR Service Delivery Model

Tiers of Service

Promote self-service, enhance efficiency, improve consistency of service, and provide strategic support.


Empowers individuals to find information and save time.


This is the first point of person-to-person contact for inquiries which can be handled quickly or escalated to the next tier. 

UService staff are typically generalists rather than subject matter experts.

People Processes and Solutions

This is the team with subject matter experts with elevated levels of expertise in a variety of human resource topics and is the main escalation point for UService.

HR Services and COEs

This is the team that will provide strategic support in relation to situations that often require further exploration or investigation and may require additional collaboration with experts in other areas.


Employees and managers have resources and tools available to support a variety of tasks and needs.  Self-service can decrease response time and provide opportunities for continued growth and learning.

Examples - Leader

  • I would like to hire an employee.
  • I would like to find out my direct reports' vacation balance.
  • I would like to request PeopleSoft access for a new employee.
  • I would like to contact my employee.
  • I would like to understand the performance management cycle.

For additional topics and a video demo, please visit PeopleSoft HR Self-Service.

Examples - Employee

  • I would like to check my vacation balance.
  • I would like to determine the benefits I am eligible for.
  • I would like to submit my timesheet.
  • I would like to apply for a Research and Scholarship Leave (academic).

For additional topics and a video demo, please visit PeopleSoft HR Self-Service.


UService is the first point of contact for individuals that need assistance with the "how to" questions.  They guide employees to the resources they need in order to complete tasks.  With a two (2) tier structure, UService can resolve the majority of inquiries at tier 1 and will escalate the more complex issues to tier 2.

Examples - Leader

  • I am working on a Job Opening Request (JOR) that has an error message, I am not sure how to submit this?
  • I am offboarding an employee, where should I send their UCID card?
  • I would like more information on how to initiate the onboarding/offboarding process.
  • I would like to submit a job profile for evaluation, how can I do this?

Examples - Employee

  • I would like to request the Onboarding Coordinator roleset.
  • I would like to code exception time from a previous pay period when the timesheet is locked.
  • I would like to find out what forms are required for a change in family status?
  • I would like to change my address in PeopleSoft.
  • I would like to obtain an employment verification letter.

People Processes and Solutions

The People Processes and Solutions Team is involved in processing employee information (transactional) and answering subject related questions escalated by UService.  The People Processes and Solutions team may also escalate and engage COE support to assist in resolving an inquiry, if required.

Examples - Leader

  • I need an offer letter for a new employee.
  • I submitted a termination request but I can see the employee is still active.  How can this be fixed?
  • I want to return my employee early from leave, how can I do this?

Examples - Employee

  • I want to change my MaPS flexible schedule.
  • I would like to request an employment verification letter, however I am unable to do it as I am on leave.  How do I complete this?
  • I would like to know if I am eligible to apply for Research and Scholarship Leave this year (academic).

HR Services and Centres of Expertise (COEs)

HR Services

HR Partners provide advisory and consultative support on strategic, complex and high level "people" issues.  As the primary point of contact, HR Partners are responsible for developing strong relationships with the Senior Leadership Team (SLT) members in their client groups and are supported by a small team of HR Advisors.

Visit HR Partners to determine the HR Partner for each faculty/unit.

Centres of Expertise

As the subject matter experts, HR Centres of Expertise (COEs) are small teams that provide leadership, tools, resources and/or training for a focus area.  Staff Wellness, Talent Management, and Total Rewards are the COEs within Human Resources.

Visit Contact Us and scroll to the bottom for more information on each COE.

HR Partner


  • I need support with building out a staffing plan to meet my faculty/unit objectives.
  • There was a serious employee conflict within my team today, what do I do?
  • I have a new initiative occurring within my faculty/unit that will result in lots of change for the team - can you help me?
  • How can I support my team with career development?

Depending on the complexity of a situation, the HR Partner may also engage COE support to assist in supporting and/or addressing the situation where appropriate.

Centres of Expertise

Staff Wellness

  • Staff Wellness leads a number of programs, resources and services, to help promote, support, and sustain the health and wellness of faculty and staff at UCalgary.

Talent Management

  • Talent Management attracts, develops, and engages UCalgary employees.  This includes designing and developing resources, providing learning opportunities for all staff groups, supporting performance management initiatives and consulting on complex organizational and team solutions.

Total Rewards

  • Total Rewards provides resources and support for faculty and staff regarding the four (4) pillars; Benefits, Compensation, Pension, and Recognition.

  1. HR Partners

    HR Partners play the primary client facing advisory role for Senior Leadership Team members in each Faculty and Unit.  They provide advisory services on strategic, complex, and high level “people” issues. HR Partners are responsible for developing strong relationships with the Senior Leadership Team members in their portfolios and are supported by a small team of HR Advisors.

  2. Advisory Services

    Some examples of advisory services include workplace reorganization support, conflict resolution/LR support, change management support, leadership coaching, strategic recruitment, facilitation of succession planning/talent reviews, performance management issues, interpretation of complex collective agreement issues, and workforce planning.

  1. People, Processes and Solutions

    This team is responsible for all the day-to-day people related transactions and are the main point of contact for reports-to-managers, employees and candidates/applicants. This team handles all of the transactional activities associated with the employee life-cycle for all employee types. 

    The focus of this team is on operational and process excellence.

    More details on the People, Processes and Solutions Service Commitment


  2. Operational Services

    Examples of operational services include recruiting, hiring, onboarding, benefits administration, leave administration, performance management administration, academic merit administration, tenure & promotion administration, appointments & renewals, learning & development support, succession planning support and departure/offboarding processes.

  3. Systems and Analytics

    This is a team of specialists embedded in the People Processes and Solutions team. Their focus is to leverage technology to improve our service delivery and provide analytics to inform effective decision making.

Our Centres of Expertise (COEs) are small, highly specialized teams which provide deep subject matter expertise and are responsible for designing, developing, evaluating and monitoring policies, practices and programs and initiatives.

These COEs work collaboratively with HR Partners to support clients. In many cases, the HR Partner will source expertise from the COEs on specific client issues and initiatives.

  1. Talent Management

    Talent Acquisition is responsible for designing and implementing talent attraction programs and strategies. This includes the provision of end-to-end full service recruitment for senior and hard-to-fill roles, development and implementation of recruitment/selection training and resources to support hiring managers and management, as well as developing our diversity recruitment initiatives (Equity, Diversity and Inclusion and Indigenous Engagement).

    Talent Development is responsible for programming designed to retain and develop our faculty and staff. This includes internal learning/leadership development programs, performance management, employee engagement, organizational effectiveness, organizational development, facilitation, team effectiveness and change management services.

  2. Total Rewards

    Total Rewards at the University of Calgary supports the attraction, motivation, and retention of staff. Key elements of Total Rewards at the university include compensation, group benefits, retirement programs, and employee recognition.  Total Rewards strategizes, designs, delivers, and evaluates programs, which align with organizational needs and support a competitive market position.

    Benefits is involved in the management and oversight of group insurance contracts and the tuition support program. Our specialists provide interpretation, communication, and education of the group benefit programs for all university staff groups. This includes financial oversight, resolving complex eligibility, disability and claim issues and the development of program design and administrative improvements.

    Compensation provides specialized technical, analytical, and consultative support for the delivery of compensation and job evaluation practices. This includes development of various reports, conducting complex data analyses, development and distribution of communication tools, resources and training.

    Retirement Programs leads the interpretation, communication, and education of the pension programs for all university staff groups. This also includes oversight of plan rules to ensure compliance, audits, the delivery of specialized pension services such as buybacks and retirements, and the delivery of educational sessions.

    Recognition is responsible for planning, designing, implementing, and evaluating university wide formal and informal recognition strategies, programs, and initiatives. This includes promoting and enhancing a strong culture of recognition across the university.

  3. Staff Wellness

    Staff Wellness leads a number of programs, resources and services, to help promote, support, and sustain the health and wellness of faculty and staff at UCalgary. This team manages wellbeing and work life programming (employee and family assistance plan, mental health resources and wellness workshops), illness and injury programs (sick leaves, Workers’ Compensation Board claims, etc.) and occupational health programming (ergonomics, immunization, occupational health assessment, training, etc.).