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Work Expectations Overview

Working in ISS means being part of a team responsible for technology services used throughout McLennan Community College.

Our work affects students, faculty, employees, classrooms, business operations, communication, security, and access to College resources. That responsibility requires more than technical skill. It requires reliability, communication, accountability, teamwork, and professional judgment.

College policies and administrative procedures establish the requirements that apply to all employees. This chapter does not replace those requirements. It describes how those expectations are applied within ISS and identifies additional department expectations that help us work effectively together. College policy and procedure supercedes any details described in this chapter. If any details are in conflict with a college policy or procedure, please let a manager know.

Our Basic Expectations

ISS employees are expected to:

  • Work their approved schedule.
  • Be available and responsive during scheduled work hours.
  • Arrive and begin work on time.
  • Communicate when circumstances affect attendance or availability.
  • Maintain an accurate Outlook calendar.
  • Meet commitments and deadlines.
  • Communicate early when a commitment may not be met.
  • Ask for help before a problem becomes larger.
  • Keep appropriate work documentation current.
  • Treat customers, coworkers, vendors, and College employees professionally.
  • Protect College information and resources.
  • Participate in maintaining, supporting, and improving the services assigned to them.
  • Follow supervisor direction and established College and ISS procedures.
  • Maintain the knowledge and skills necessary to perform assigned responsibilities.

These expectations apply whether an employee is working on campus, remotely, performing customer support, maintaining a service, or completing project work.

Work Is a Team Responsibility

ISS employees frequently depend on one another.

An employee's absence, delayed work, missed handoff, incomplete documentation, or unavailable status can affect customers and other team members.

Employees should therefore consider not only whether their individual work is complete, but whether the people depending on them have what they need to continue.

This does not mean that employees must always be available or never take time away from work.

It means we communicate, plan, document, and hand off responsibilities so that the department can continue operating when individuals are unavailable.

Managers Set and Balance Expectations

Managers are responsible for making assignments and priorities clear.

As described in the ISS operating model, employees may wear different hats across Plan, Build, and Operate. Managers should deliberately balance customer support, projects, sustainment, service improvement, and other responsibilities.

Employees should understand:

  • What work they own.
  • What their priorities are.
  • What deadlines or commitments exist.
  • When protected time has been assigned.
  • When escalation is appropriate.
  • Who should provide backup when they are unavailable.

When expectations are unclear, employees should ask.

Communicate Early

ISS does not expect employees to predict every problem.

We do expect employees to communicate when circumstances change.

If work is falling behind, a deadline is at risk, a customer commitment cannot be met, workload has become unreasonable, or an employee needs assistance, communicate with the manager early enough for the team to respond.

The principle from the ISS Communications Standard applies here: Escalation is collaboration, not failure.

Connection to Our Values

People Matter. Our work affects people, and how we treat one another matters.

Inclusiveness Matters. Different experiences and perspectives make the team stronger.

Communication Matters. Clear, timely communication allows people to work together effectively.

Integrity Matters. We take responsibility for our commitments and communicate accurately about our work.

Excellence Matters. We continue learning and seek better ways to support the College.

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