Welcome to the HR Service Center: Your go-to for Sequoia and HR support

Back in February, we introduced the new HR Service Center, which unified our existing Benefit Service Team, Disability and Leaves Services, and HR Operations. In recent months, University HR teams revamped the help forms in the HR Services & Support Portal to provide you with direct access to support resources for the most common HR inquiries, like benefits, leaves, I-9s, and tuition and training programs (i.e., TGP, STAP, STRP).  

Now, alongside the launch of Sequoia, the HR Service Center is rolling out additional enhancements to improve how you access HR services and get system-related support. 

Support for Sequoia 

Learning a new system can take some time, but as you become more familiar with Sequoia, you’ll gain efficiencies to support your work. To assist you along the way, the HR Service Center is prepared to provide guidance and route your inquiries to the appropriate colleagues.   

Whether you need help updating your personal information, accessing your W-2s, or completing other HR-related transactions. Keep reading to find out how to get support.

Topic-specific resources and support

One valuable enhancement is the addition of knowledge articles within the HR Services & Support Portal. These articles provide quick answers and how-to resources on various HR topics, so you have the information you need at your fingertips.

Here’s just a sample of what you’ll find in the new knowledge base: 

• Benefits and Leaves: Using sick time, enrolling in benefits, and reporting a disability leave claim.
• STAP/STRP: Getting reimbursed for a course, what’s covered/not covered by staff training funds, and eligibility requirements.
• Talent Management: Goal setting in Sequoia, support for EDGE, and navigating talent profiles.
• WorkLife Programs: Applying for on-site child care, child care subsidy grants, faculty child care grants, and finding a lactation space.

Once you click into one of the topic areas, you’ll see knowledge articles on the right. On the left, there is an option to submit a related help ticket. Using these topic-driven tickets routes your request to the right team so you get a response more quickly. Here’s a screenshot:

 If you’re not sure which topic your issue falls under, you can always submit a question under Ask the HR Service Center.

When to call benefits vendors 

For some questions, you’ll want to reach out to your benefit vendors directly. For example: 

• To find out if your doctor or dentist is in your medical or dental plan’s network.
• If you have a claim dispute or a question about a claim.
• To verify what procedures are covered under your plan and obtain prior authorization.
• You can’t find your health plan member ID.

How to contact the HR Service Center 

Start with the HR Services & Support Portal as your first point of contact for the HR Service Center. As mentioned above, you’ll find numerous help articles on the Portal, and it’s also where you submit an HR-related help ticket. Using tickets allows the HR Service Center to resolve and track issues more quickly and efficiently. Be sure to bookmark the page for easy access. 

Alternatively, you can access the Portal via Contact Us in the footer of every webpage on Cardinal at Work. This page also includes a link to Benefits Provider Contacts. 

Of course, you can always call the HR Service Center at 877-905-2985, Monday through Friday, 8 a.m. to 5 p.m. PT, except university holidays.