Who Does What

A new person just joining an organization. A person who has just been transferred to a new department. Someone who is doing a new task, or someone who just doesn’t know.

People have questions.

Onboarding and orientation of new people has come a long way for many organizations; however, speaking from personal experience, for most people orientation is just a blur.  Everyone new feels excited but a little lost. Whatever skills, experience, and knowledge a person has from their previous job sometimes is akin to being able to see where you want to be but having no idea how to get there.

In most organizations, everyone seems friendly and helpful, but they are busy, and as a new person you don’t want to bother them constantly with questions.

You need a tool. A tool that is a guide to “Who Does What,” that includes who everyone is, what they do, where they are, and how to contact them.  This tool would be useful for anyone else in an organization regardless of their experience and/or tenure.  The following is an example of what might be included.

A basic organizational chart. Include names, titles, and who they report to and who reports to them. Also, it should be updated at regular intervals. I joined a new organization and one was provided and I found it extremely helpful.  As I met people, I put a small “checkmark” beside their names.  This is the best general-purpose tool for “who does what.”

A good “Who does what” tool should also answer more specific and answer questions.

Who do I call when I am going to be late or sick?  While the right answer might seem to be your boss; that isn’t always the right procedure. Communicating with the right person is important from a human resources perspective, particularly when supervisors may be out of the office or working from home.  It is also important to have a process that notifies those working with the person who will be absent.

Who makes the decision to close for inclement weather? This is particularly important, so employees avoid risking unnecessary travel or commuting.  Who makes the decision and how is that decision communicated in a timely and effective way should be addressed long before a snowstorm or tornado for example.

Who do I call when I have questions about our benefits? As a new employee, it is really frustrating being able to get answers or worse being passed off to someone else or just given a phone number to call the benefits provider.  When someone new has a question or a problem, having an understanding ally to help them make their point or to get their issue taken care of is incredibly important.  The person designated by any organization needs to appreciate that their role is to provide guidance as well as support.

Who do I call about payroll issues? Similar to questions about benefits, whoever the designated person is must appreciate the importance of holding the hand of the person making the inquiry and guiding them through the process.  How an organization manages internal requests can negatively impact so many aspects of the organization if it is handled poorly.  If a person is unhappy and they are unhappy long enough, they will leave.

Who orders business cards? Maybe this was covered in my orientation, but I missed it or forgot.  A better approach is ordering these before the new person starts.  For many new people, getting their name on a business card on their first day really helps to make them feel “part of the team.”  If that is not possible, then it should be included in the “Who Does What,” tool.

Who do I call about health and safety questions? A health and safety tour and review of workplace hazards are supposed to be part of Day One in most jurisdictions; however, the reality gap is pretty wide for this one.  For a new person, knowing who their safety representative is and feeling at ease speaking to that person can be more important than most supervisors appreciate.

Who do I call if someone gets hurt?  Although this type of situation may be rare, it can be very stressful for the people in your organization if they are not prepared, whether they are new or not.  Similar questions about who should be called about threats or harassment should be part of the “Who Does What,” tool.

Who do I call if I need to order or get supplies?  In a new position, a person might need staples, paper, pens, and a paper clip, and knowing where these are kept or who orders them might not seem like a priority; however good organizations include this function in their “Who Does What,” tool.  Simple but helpful examples, such as knowing how the paper towel dispenser is refilled and where the specialized keys are kept, are things that new people don’t know and can find frustrating.  Those examples, plus knowing where the spare toilet paper is kept are more easy-to-miss but important bits of information that should also be included.    

Who do I call if I see a mouse?  What about if the toilets are backed up and flooding?  Maybe something is broken or not working?  Who to call for maintenance issues, to report issues to, and more should all be part of a good “Who Does What?” tool.

Who do I contact if my computer doesn’t work?  Organizations today rely on information technology, and everyone grinds to a stop if something is down.  Everyone should know who to call when this happens, and the list can be subdivided by types of issues to be more helpful.  For example, hardware issues call, connectivity issues call, etc.

Who do I call if our other equipment breaks down? Many people work in workplaces with heavy machinery and other equipment that breaks down. A delivery or truck driver may get stuck and need a wrecker.  Having the right information that is quickly available can save organizations thousands of dollars and save their people frustration and anxiety as well as possible repercussions if they make the wrong call if there is no direction.

Who do I call if I can’t get into the building?  During my first few months with an organization I worked for, I arrived early and the locks had been changed.  I wasn’t alone, several other people waited in the cold and no one knew who to call.  It was frustrating, it was cold, and it is the kind of situation that should have been anticipated.

Who do I call about our organization’s “hidden rules?”  Every organization has them. Hidden rules are the gaps between what management says is supposed to happen, and what actually happens. Ideally, it should be a small gap, but it varies from place to place.  Every new associate should be assigned a mentor, it might be their onboarding trainer or a systems trainer, but whoever it is should also be available to answer questions about the “gap.”

Who do I call about “systems and processes?”  This broad category could include questions about where files are stored, where checklists are kept, and what to do when a customer/client is upset and wants to complain.  Knowing who to call is especially important for any new person who is working in client/customer service.

Who do I call for snow removal? Most organizations have some very dedicated people to look after snow plowing long before anyone arrives; however, sometimes they are held up or more snow arrives during the workday. Knowing who to call and who is supposed to call can save duplication and frustration for everyone. 

Who do I call if someone experiencing homelessness is camped in the washroom or stairwell?  This is becoming more common every day as is being able to effectively handle people experiencing a mental health or addiction issues.  Most people default to the police; however, knowing how to use community resources via 211 (if available) or contacting resources at your local mental health and addictions resource center might be a better alternative sometimes. They also may be more helpful in situations where someone discovers used syringes or other drug supplies.

The people who know the answers to these questions may look scornfully at anyone who doesn’t know. Their usual responses include,  “Everyone knows or should know these things.” The simple truth is that new people and even some people who have been part of the organization longer, don’t.   Anyone who doesn’t know deserves respect and understanding, and we can build stronger organizations and cultures by providing those answers.  People want to do well in their jobs, particularly new people; but, having answers to their questions can create doubt and insecurity.

Doubt and insecurity lead to staff retention issues because people do not feel welcome or included.  Many organizations have an “Intranet” site for their people that includes a “Who Does What,” tool; others just have a paper copy; either will work, it is just important that it exists and is updated.

“Who does what,” is a simple and effective tool, consider creating one today. 

Good luck,

Paul.