How to Navigate the New Model

The modernized HR structure is designed to be easier—not harder—to navigate. Clear entry points, centralized intake, and defined ownership reduce guesswork and ensure employees and leaders get to the right support quickly.

Q:  Who do I contact first?

A:  It depends on the nature of your question:

  • Strategic, workforce, performance, or organizational questions: Start with your HR Business Partner (HRBP).
  • Leave or workplace accommodations: Contact the Employee Accommodations and Absence Support Team directly through the centralized intake process.
  • Recruitment, compensation, or classification questions: Connect with the appropriate Center of Excellence (CoE) team.
  • If you are unsure: Start with your HRBP. They will triage and connect you to the right team.

The goal of the new model is to reduce confusion—there is always a clear pathway to the right expertise.

 

Q:  How do I request a leave or accommodation?

A:  All leave and accommodation requests are managed through a centralized intake and case management process.

  • Employees may contact the Employee Accommodations and Absence Support Team directly.
  • Supervisors may refer employees to the team but do not manage the leave process themselves.
  • The centralized team oversees documentation, compliance, communication, and case tracking from start to resolution.

This ensures confidentiality, consistency, compliance with applicable laws and contracts, and a streamlined experience for employees and managers.

 

Q:  Where do I go for employee relations concerns?

A:  Employee relations concerns—such as workplace conflict, performance issues, corrective action, or policy interpretation—should be directed to your HR Business Partner (HRBP).

HRBPs provide:

  • Guidance on appropriate next steps
  • Risk assessment and policy interpretation
  • Support with documentation and communication
  • Coordination with Employee Relations specialists when needed

HR maintains oversight to ensure fair, consistent, and compliant handling across campus.

 

Q:  What support is available for workforce planning?

A:  HRBPs serve as strategic partners to leaders in workforce planning, including:

  • Organizational design and restructuring
  • Position review and classification strategy
  • Succession planning
  • Talent and retention strategies
  • Change management planning

COE’s provide additional expertise in compensation analysis, recruitment strategy, and workforce data to inform decision-making.

 

Q:  How are compensation or classification questions handled?

A:  Compensation structures and classification standards are managed centrally by the appropriate COE.

  • Departments initiate requests through their HRBP.
  • The Compensation team reviews requests to ensure alignment with university standards, equity considerations, and applicable agreements.
  • Final determinations are made centrally to ensure consistency and compliance across campus.

This reduces variability and strengthens internal equity.

 

Q:  What has changed from the previous model?

A:  Under the previous model, HR responsibilities were more distributed, which sometimes led to inconsistent practices, unclear ownership, and fragmented service delivery.

In HR Modernization:

  • Centralizes compliance-driven and specialized work (such as leave administration and classification)
  • Clarifies ownership and accountability
  • Strengthens strategic partnership through dedicated HRBPs
  • Establishes a coordinated Employee Experience Unit
  • Aligns HR services with higher education best practices

The result is a more integrated, consistent, and responsive HR structure designed to better support employees, leaders, and the long-term success of UMass Amherst.

A simple rule of thumb:

Contact HR when the situation involves:

  • Policy interpretation or compliance risk
  • Leave, accommodations, or medical documentation
  • Employee relations concerns or corrective action
  • Compensation, classification, or job changes
  • Recruitment process questions
  • Organizational restructuring or workforce planning

Departments lead when the matter involves:

  • Daily supervision and performance feedback
  • Operational scheduling and workload management
  • Budget decisions
  • Team-level onboarding and training

If unsure, start with your HR Business Partner. They will triage and connect you to the appropriate specialized team when needed.

A clear reference chart will outline:

  • What is fully centralized (e.g., leave administration, accommodations, compliance oversight)
  • What is strategic partnership-based (e.g., workforce planning, engagement action planning)
  • What remains within departments (e.g., supervision, operational decisions, budget management)

This reference serves as a quick visual guide to eliminate ambiguity and ensure consistent application across campus.

To simplify access:

  • Centralized services (such as accommodations and leave) have a single intake pathway for employees and managers.
  • HRBPs remain the primary strategic point of contact for colleges and administrative units.
  • Engagement and workforce strategy resources are accessible through defined campus-wide channels.

Employees may contact HR directly or be referred by their supervisor or HRBP. Departments are not responsible for managing compliance-driven processes—they are responsible for connecting employees to the appropriate HR resource.

The intent of this navigation framework is clarity and confidence: one clear path in, defined ownership, and expert support at every step.