Professional Conduct and Accountability
Technical expertise does not replace professional responsibility.
ISS employees represent both the department and McLennan Community College in interactions with students, faculty, employees, vendors, and one another.
College Administrative Procedure DH-I — College Ethics establishes the College's expectation of high ethical standards, fairness, accountability, and ethical integrity.
Treat People Professionally
Employees should communicate and behave with:
- Respect
- Courtesy
- Professionalism
- Patience
- Fairness
- Appropriate neutrality
These expectations apply even when:
- The customer is frustrated.
- A coworker disagrees.
- A vendor has made a mistake.
- A system is failing.
- Workload is high.
- A situation is stressful.
Our Communications Standard provides more detailed expectations for professional communication.
Follow Direction and Raise Concerns Professionally
Managers are responsible for assigning and prioritizing work.
Employees are expected to follow reasonable supervisor direction.
Questions, disagreement, alternative ideas, and professional feedback are welcome. Employees should raise concerns respectfully and provide relevant information that may help the manager make a better decision.
Once a decision has been made, employees should carry out the assignment unless there is a legitimate legal, safety, security, ethical, or College-policy concern that requires further escalation.
Disagreement does not remove responsibility for professional conduct.
Own Commitments
If you commit to a customer, coworker, manager, project team, or deadline, others should be able to rely on that commitment.
When something changes:
- Communicate early.
- Explain what is affected.
- Provide a realistic next step.
- Ask for help when needed.
- Update the appropriate documentation.
Do not allow a missed commitment to be the first indication that there was a problem.
Take Responsibility for Work
Accountability includes:
- Completing assigned work.
- Keeping documentation current.
- Following established procedures.
- Correcting mistakes.
- Asking questions when expectations are unclear.
- Escalating when help is needed.
- Participating in handoffs.
- Supporting teammates when appropriate.
- Learning from errors rather than hiding them.
Taking responsibility does not mean working alone.
It means making sure the work receives the attention and communication it needs.
Protect Confidential and Sensitive Information
ISS employees frequently have access to systems and information that other College employees do not.
Access should be used only for legitimate job responsibilities.
Employees must follow College and ISS security requirements and exercise discretion with information encountered through privileged access, support work, administrative responsibilities, or troubleshooting.
Technical access is not permission to browse information without a legitimate work purpose.
Use College Resources Responsibly
College systems, equipment, accounts, purchasing authority, software, facilities, and other resources should be used appropriately and in accordance with College Acceptable Use and Technology Resources.
Employees should ask when the appropriate use of a resource is unclear.
Professionalism Applies Internally Too
Respect starts within the department.
ISS cannot provide consistently good customer service if employees do not communicate and work effectively with one another.
Team members should be able to disagree, troubleshoot difficult problems, challenge ideas, and make decisions without personal attacks, intimidation, sarcasm, or disrespect.
Connection to Our Values
People Matter in how we treat customers and one another.
Inclusiveness Matters because good decisions benefit from different perspectives.
Communication Matters because professional disagreement and clear expectations build trust.
Integrity Matters because we take responsibility for our actions and commitments.
Excellence Matters because professionalism and accountability are part of excellent technical service.