Human Resources Service Delivery Model

As of April 2021, our Human Resources portfolio was restructured to a new service delivery model depicted below. 

Please note that this service delivery model is primarily for HR and Staff Wellness; services are delivered through partnering/consulting relationship with clients.

This illustration depicts how HR services are provided to clients in our HR service delivery model.

HR Service Delivery Model

Why Has the Service Delivery Model Changed?

The new HR service delivery model has been implemented to enhance our efficiency, improve the consistency of our services and to allow HR partners to provide higher value services to clients.

What changes will clients experience?

While HR Partners will continue to play a primary contact role for Senior Leadership Team members in Faculties and Units, most HR transactions will be handled through our new People Processes and Solutions team. Centres of Expertise will be smaller and focused on program development, design and evaluation.

  • Academic advisors and Talent Acquisition Advisors will not be allocated to specific client groups going forward. Instead, they will support all faculties and units as part of the People Processes & Solutions team. UService will be the interface for accessing day-to-day HR services.
  • Day-to-day transactional HR services will be standardized and efficiencies will be gained through process streamlining and use of technology.
  • Reports-to-managers and employees' primary contact will be brokered through UService and our People Processes and Solutions team members.
  • HR will be adopting ServiceNow to support client service delivery as of June 1, 2021. This will allow us to manage workloads and process completion times more effectively.

HR Services and People, Processes & Solutions  

Our HR Services and People, Processes & Solutions teams are your primary points of contact for advisory or day-to-day operational support services. 

  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 & 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.).