Your organisation has agreed to deliver the human resources services:

Service 1: Provide advice on complaint handling and conflict resolution

Proposed delivery of service: Initial meetings with managers and employees. Presentations and training sessions.

Indicator that service has been properly delivered: Analysis of quarterly employee surveys shows that in 20XX/XX, an average of at least 70% of employees considered that complaints are handled appropriately and conflicts are properly resolved.

Service 2: Provide advice on reducing harassment and discrimination

Proposed delivery of service: Initial meetings with managers and employees. Presentations and training sessions.

Indicator that service has been properly delivered: Twenty percent reduction in complaints relating to harassment and discrimination in 20XX.

Service 3: Provide advice on the use of flexible working arrangements

Proposed delivery of service: Initial meetings with managers and employees. Presentations and training sessions.

Indicator that service has been properly delivered: Five percent of employees utilising flexible working arrangements by July 20XX.

Service 4: Review equal opportunity policies

Proposed delivery of service: Collection and review of policies.

Indicator that service has been properly delivered: All policies to be reviewed and recommendations made by July 20XX.

Service 5: Deliver programs intended to promote diversity in the workplace

Proposed delivery of service: Initial meetings with managers and employees. Programs including:

Pathways for Women

Employees as Carers

Dignity and Disability

Understanding Cultural Differences

Indicator that service has been properly delivered: An increase in the participation of women in the workforce to at least 35% by July 20XX. All buildings to be accessible by wheelchair by July 20XX. Complaints about discrimination due to religion reduced by 50% in 20XX/XX. At least 10% of employees who identify themselves as carers utilising flexible work arrangements.

Prepare a document which could be used to help you monitor whether the human resources services have been delivered to the appropriate standard. The document could be in the form of a detailed checklist but should contain provision for all relevant information to be included. (2–3 pages)