RSR Carrier Interview Scheduling RC Process.docx.pdf

Carrier Interview Scheduling RC Process Table of Contents 1. An Intro to Interview Scheduling 2. Freshservice Interview Scheduling Ticket a. How To: Clone a ticket 3. Checking Interviewer Availability in Outlook 4. RC Contacts Candidate for Availab...

Carrier Interview Scheduling RC Process Table of Contents 1. An Intro to Interview Scheduling 2. Freshservice Interview Scheduling Ticket a. How To: Clone a ticket 3. Checking Interviewer Availability in Outlook 4. RC Contacts Candidate for Availability 5. Create Outlook Invitation for Interviewer(s) 6. Send "Keep Warm" Email to Candidate 7. Monitor Outlook appointment responses 8. Making Candidate Travel Arrangements (If Applicable) 9. Sending Confirmation Emails 10. Resolve the Freshservice Ticket 11. Interview Rescheduling 12. Post-Interview Follow-Up 13. Plant Interview Scheduling Process (new!) Purpose: Follow the steps below to schedule and manage interviews between candidates & hiring managers/interviewers in Workday. General Tips for Success When scheduling interviews, a positive candidate experience is critical. Keep the Talent Advisor (TA) informed of any potential delays in scheduling, or any difficulty in contacting candidates and/or interviewers. Important: If a TA is out of the office and does not have a backup listed in their email and you need something escalated, reach out to your manager for assistance. Avoid any unnecessary time gaps in the itinerary, and if gaps are unavoidable, make the TA aware of the situation. Plan for itinerary breaks if interviews are back to back for interviewers (.i.e 10-15 minutes before the next interview). If an administrative assistant was identified in the Additional Notes section on the Interview Request Ticket, work with that individual to make sure someone is going to greet the candidate, escort them from one interview to the next. The administrative assistant should be able to work with you to make sure the itinerary is logical and convenient. Best Practice: Email communications should be formatted in black 12pt Arial font Freshservice Ticket Status/ Definitions: Open - ticket is pending RC action/response First Action Complete - new ticket was reviewed and a note added to confirm it will be actioned shortly Pending - ticket is pending TA action/ response Awaiting Candidate - ticket is pending candidate action/ response Awaiting Client - ticket is pending action or response from a 3rd party such as a hiring manager, interviewer, etc. Unresponsive - candidate has been contacted numerous times and is unresponsive On Hold - ticket is on hold Resolved - ticket has been completed and resolved by the RC Interview Scheduling - General Information After the TA moves the candidate in Workday to Interview status, they will submit a Freshservice Interview Scheduling ticket and provide the interview schedule request details. Note: This process applies to non-Union standard and Technician roles in the U.S. and Canada. For Union Technician roles in the U.S., where the candidate is sourced directly from the union, the Hiring Manager will schedule their own interviews. Otherwise any union candidate that is sourced  through RSR, we will follow the standard interview scheduling process. Multiple candidates may be added to a standard interview request with the criteria that all information aside from the candidate information is the same (including but not limited to: the interviewer(s), the interview type, the interview length, etc.). The RC will then “clone” the ticket, creating tickets for each of the additional candidates on the original ticket. This will yield one unique Freshservice ticket for each candidate.NOTE: Individual interview tickets created by the RC should list the TA as the requestor to allow for visibility on the TA Freshservice dashboard (see below for the “how-to” on this). The Freshservice Interview Scheduling ticket will be assigned by the expediting team to the appropriate RC. NOTE: There are three Interview formats and interview types that could be requested. TAs may request multiple formats and/or types on a single Freshservice ticket. Make sure that you have a full understanding of how the TA wants the interview(s) structured before proceeding Interview Format: ○ Individual - one-on-one interview with one interviewer ○ One Panel - more than one interviewer meeting with the candidate at the same time ○ Two Panel - multiple interviewers split into two teams to interview the candidate at two different times Interview Type: ○ Virtual - video interview via Microsoft Teams or Zoom* (*if Zoom - TA to provide a link from the Hiring Manager/Panel) ○ Phone - interviewer/Hiring Manager will call candidate ○ Onsite - candidate interviews at a Carrier site location ○ Travel Onsite - candidate will travel to the Carrier Site Location After interviews have been requested, the TA should strongly discourage any changes, especially if travel is involved. If changes or cancellations must be made after submitting the Interview Scheduling request, the TA will send a reply to the Freshservice ticket. For urgent updates, the TA should contact the RC directly with the updated information. Document Retention Note: If the TA makes an update via email or instant message, snip a screenshot of the request and paste it into the notes on the ticket. Interview Scheduling Process Step 1. Review the assigned Freshservice Interview Scheduling ticket and create additional tickets as needed (if more than one candidate is on the ticket - see below for instructions). 1. Review the ticket details within four (4) business hours of the request being submitted. If the ticket is submitted as “Urgent”, you must take first action within two (2) business hours. 2. Audit the ticket and any attachments for missing details that need clarification by the TA. a. If a virtual interview has been requested, confirm that an interviewer’s meeting link has been provided. b. Make a note of the Hiring Manager/Interviewer(s) time zone and candidate’s time zone. To find time zones, utilize the candidate’s location in their Workday profile and Outlook address book for interviewers. c. Add a note to the ticket confirming receipt of the scheduling request and indicate next steps. For example: This ticket has been reviewed and will be actioned shortly. Freshservice Status: First Action Complete d. If the ticket has missing details, follow up with the TA by using the “Reply” feature on the ticket. Freshservice Status: Pending Note: If a response is received via WebEx chat, snip the response, add a note to the ticket and paste snip in the ticket e. If the candidate doesn’t have an application in Workday, follow up with the TA using the Freshservice “Reply” feature, stating the candidate must have an application in Workday before the interview can be scheduled. Freshservice Status: Pending f. If the candidate has not been moved to the Interview status in Workday, follow up with the TA using the Freshservice "Reply" feature requesting them to move the candidate to the correct status in order for action to begin on the ticket. Freshservice Status: Pending 3. Search for the requisition in Workday and find the candidate to be scheduled in Interview status. How-To: Clone the ticket - if multiple candidates are submitted for the same requisition and all interview details are the same (including but not limited to: the interviewer(s), the interview type, the interview length, etc), use the Clone Ticket Old button to create a ticket for each candidate. 1. On the right side of your ticket view, select the down arrow on the Clone Ticket Old button. 2. Use the up/down arrows to update how many tickets you need to clone for the additional candidates requested by the TA. Note: the number you enter here should be the number of additional candidates, not total candidates. Click on Clone Service Request. New tickets will be created based on the number selected. Return to your Tickets list dashboard to view the new tickets. 3. NOTE: each new ticket will have the original candidate name in the subject line and will need to be changed so you have a personalized ticket for each candidate. For that reason, you will need to edit the subject line and ticket details for each cloned ticket with the additional candidate names to be scheduled. To do so, a. Select the pencil icon in the upper right corner of the ticket. b. You will now be able to edit the subject line of the ticket. Remove the original candidate name and enter the new candidate’s name. c. Before you can save the change you will be prompted to add something to the Description box. Type Clone of Ticket SR-### (add original ticket number) and click Update. d. Edit the Expediting Agent field in the right-side menu by selecting the drop down under Expediting Agent > Select N/A Clone Ticket > Select Update. e. Ensure cloned tickets have the TA as the requester to allow for visibility on the TA Freshservice dashboard. If the TA submitted the original ticket, the TA should automatically be cloned as the requester.  Best Practice: Add a note to the FS Ticket after the cloning has been completed. For example, This ticket has been reviewed and will be actioned shortly. Step 2. Check interviewer availability in Outlook for the interviewers identified on the Interview Request Form. 1. If interview dates/time slots are provided in the Freshservice ticket, proceed to Step 3. 2. If interview dates/times are not provided on the Freshservice ticket, you will need to create a calendar appointment to review the interviewer calendar(s) and find available dates/times. a. Open Outlook Calendar and select New Meeting to create a New Meeting Invite. b. Add Required attendee(s): Hiring Manager/ Interview Panel names; add TA as optional attendee. c. Change Meeting Invite view to Scheduling Assistant tab to review the availability and open time slots. d. Determine the best date/time to schedule the interview based on what is open on the calendar. Ensure to change the Start time/ End time based on the duration of the interview (i.e.- 60 minutes each) Note: The Outlook calendar automatically defaults to the time zone YOU are located in. Be sure this is changed to the interviewer’s timezone. ○ Keep calendar availability open; proceed to Step 3 Best practice: Try to avoid scheduling interviews for the next day, unless it is a confirmed interview. This will allow the candidate and the interviewer time to prepare for the interview and provides the best candidate experience. Do NOT book over Busy or Out of Office unless already authorized by the Interviewer or Admin to do so. If multiple candidates are scheduled in a block period, allow 10-15m between interviews (unless requested otherwise). Directors and above may have an Administrative Admin with whom you may need to coordinate. If this is the case, the TA should identify in the Freshservice ticket via the Additional Notes field if there is an Admin you should contact. Template: Intro to Admin/Availability Request NOTE: If there is no open availability, send an email to the Hiring Manager/Interviewer for time suggestions, or request alternate interviewers from the Hiring Manager to replace those who are unavailable. Best Practice: If you don’t receive a follow up within four hours, send a note to the TA to alert them that you are having difficulty scheduling interviewers. Step 3. Contact the candidate for his/her availability for all potential time slots identified if multiple interviews are required. NOTE: If the candidate is Internal, check the candidate’s availability through Outlook and then follow contact steps below. Reach out to candidate: Call the candidate to determine availability to interview for the proposed date/time. If they answer, discuss available interview times - confirm the time zone they are in and skip to Step 4. If no answer, close your calendar invite. Do not send it to the panel. ○ Send an email to the candidate providing available times based on the interviewer(s) availability determined in Step 2. ○ Send a reminder text to the candidate Update status in Freshservice to Waiting on Candidate Follow Ups Day 2: If no response via email from the candidate within 24 hours, follow up via text, follow-up email (cc TA), or phone call. Freshservice: Waiting on Candidate Day 3: If no response, escalate to the TA using the Freshservice “Reply” feature on the ticket confirming you have called and emailed the candidate, and ask the TA to confirm if you have the correct email and phone number and see if the TA has heard anything from the candidate. Freshservice Status: Unresponsive NOTE: If a candidate cannot be reached within 3 business days and the TA does not have additional information regarding the candidate, ask the TA if you should discontinue contact attempts or keep trying. If the TA says to discontinue trying, update Freshservice status to Resolved - Withdrawn Freshservice Documentation: Make a note in Freshservice each time you call/leave a VM for the candidate or email/text them and what the call/email was in reference to. Once the candidate provides availability, include a screenshot of that email into the Freshservice ticket. Step 4. 1. Once a candidate confirms their availability, create an Outlook invite (or update the placeholder invitation if you’ve already held the times on the calendar) to the interviewer(s). Note: Attach the Carrier Interview Guide 1 and Interview Guide 2 and candidate resume (from candidate Workday profile). If onsite, attach the Onsite Interview Agenda as well. 2. Review the invitation for completeness and accuracy, as well as for the required attachments. 3. Click Send. Step 5. 1. Once the Outlook invitation is sent to the interview team OR the Hiring Manager, please send a "Keep Warm" Email to the candidate with the tentative interview date. Include the date and time and CC the TA Step 6. Monitor Outlook invites tracking acceptances or declines and reschedules if necessary. Send a follow-up email to unconfirmed attendee(s) every 24-hours until the interview time is accepted. Best Practice: cc: the Hiring Manager and TA for visibility. If the Interview needs to be adjusted, update the date/time as needed in the Outlook invite and contact the candidate for revised availability. Document Retention Note: Add a screenshot of above mentioned email in the Freshservice ticket to log the follow-up action taken. Freshservice Status: Waiting on Client and/or Waiting on Candidate (depending on who you are waiting for) Step 7. If travel reservations are required for a candidate, please refer to the RSR Carrier Travel Process Guide Step 8. Sending Confirmations (applies to External and Internal Candidates) 1. Candidate Confirmation (Virtual): Upon acceptance of the Outlook invitation by the interview team/Hiring Manager, duplicate the calendar invite and add the following content and send it to the candidate (always cc the TA) to confirm the interview agenda. Please ensure to add any relevant screenshots to your ticket (candidate’s email confirmation, Text Recruit confirmation etc…) 2. Candidate Confirmation (Onsite): Upon acceptance of the Outlook invitation by the interview team/Hiring Manager: Duplicate the calendar invite and add the following content to send it to the candidates (always cc the TA) to confirm the interview Onsite itinerary logistics. Attach the Onsite Interview Agenda to the invite Best Practice Document Retention Note: Snip a screenshot of your ‘sent’ Outlook invitation and paste it into your Freshservice ticket. 3. Interviewer Confirmation: Once all interviewers have accepted the invitation, change the subject line of the calendar invitation by replacing “Action Requested” with “Confirmed” and remove the word “invitation”. The subject line should read something like: Confirmed: Virtual Interview: Susan Jones - Accountant I, Req#1234. 4. Place a note in Freshservice to document that all parties are confirmed and confirmations have been sent. Step 9. Once you have sent all participants (interviewers and candidate) a confirmation, you can resolve the Freshservice ticket. How to Resolve the Freshservice Ticket 1. Select the Status drop down on the right side of the FS Ticket.  2. Update the Status to Resolved 3. Select the Resolution Status. 4. Update the Resolution Status to Complete 5. IMPORTANT - You MUST select Update in order to process the changes. Step 10. Rescheduling Interviews If the interview needs to be rescheduled and the Freshservice ticket is STILL OPEN: 1. If you are asked to reschedule, first consider who requested the reschedule. a. If the candidate has requested the reschedule, email the Hiring Manager and cc: the TA to let them know that the candidate has asked to have the interview rescheduled (and provide a reason if given by the candidate; for example, they are ill, experiencing car trouble, etc.). Confirm with the HM that they are open to having the interview rescheduled and ask for interviewer availability. i. Once you receive the ticket, process the request as per the standard scheduling procedure If the interview needs to be rescheduled and the Freshservice ticket has been CLOSED:  1. If you are asked to reschedule an interview after you have resolved the Freshservice ticket, you need to first consider who requested the reschedule. a. If the candidate has requested the reschedule, email the Hiring Manager and cc: the TA to let them know that the candidate has asked to have the interview rescheduled (and provide a reason if given by the candidate; for example, they are ill, experiencing car trouble, etc.). b. If a reschedule is requested, TA will copy the candidate’s original Interview Scheduling Request ticket and create a new FreshService Request. Within the copied ticket, the TA will “Edit” the ticket and complete the field: Is this a reschedule? TA will select “YES” and select “Update” Follow previous steps for obtaining availability and updating your Freshservice Status and Freshservice Documentation as required. Step 11. Post-Interview Follow-up If a candidate wants to send a post-interview “thank you” note and they ask for the Hiring Manager’s email address, you can simply tell them that you are happy to forward the note on their behalf. ○ Forward the note directly to the Hiring Manager and/or interviewer(s), cc’ing the TA on the email. ○ NOTE: In the content of your email, you can explain that no action is required. You are simply forwarding the note on behalf of the candidate. (No documentation needed for Freshservice)