Mastering HR Challenges with the New HR Resource and Help Desk

This blog was updated on May 15, 2024.

Behind a nonprofit organization's community impact lie complex and unique human resource (HR) needs that demand specialized knowledge and resources. Many organizations struggle with understanding what HR is and how it can impact their ability to meet their mission—while others don’t have the capacity to prioritize it. Understanding this gap, Nonprofit Support Network developed the HR Resource and Help Desk to empower nonprofits, providing them with the tools they need to effectively navigate the HR landscape. To learn more about the HR Resource and Help Desk, read the press release here.

It’s important to note that it is not designed for emergent situations. Nonprofits are encouraged to submit a maximum of four tickets each year.

Here are some steps on how to submit tickets to the Help Desk.

Submitting a Ticket

To access the HR Resource and Help Desk, visit the Help Desk section on the Nonprofit Services page. Click the “Submit a Ticket” button and fill out all of the fields for the ticket. This serves as your entry point to receive personalized assistance and guidance in real-time. 

As a reminder, the Help Desk is not for emergency situations. Tickets submitted during business hours Monday through Friday will receive a response within 48 hours. Depending on your request, you will be provided access to digital resources or connected with a Purple Ink HR professional who will guide you through how best to address or resolve your issue. You’ll be contacted by email first; additional follow-up may happen over the phone.

Ticket Response

Once the ticket is submitted, it is carefully reviewed by Kourtney McCauliff, HR Resource and Help Desk Partner, for processing and review. You may receive support through access to digital resources or connect with Kourtney for one-on-one support. Follow-up happens through email first, with options to connect in person or over the phone. If you haven’t received a response from your ticket within 48 business hours, then you can reach out to admin@muncienonprofits.org for assistance.

Follow-up and Additional Resources

It may take up to two weeks to fully process and close out a ticket. “Fully process” means that you have received support through online resources, email communication, or one-on-one assistance, and the request from your ticket has been resolved as much as possible. Each organization is guaranteed up to five hours of support with each ticket, which can happen in small increments of time. Don’t worry - Kourtney keep track of your time and keep you informed on the status of your support throughout the process.

There are limitations to the amount of support during the pilot, and there may be instances when the resources needed to fully resolve a nonprofit issue are available outside of the Help Desk capabilities. If you do have to be referred outside of the Help Desk, we’ll talk you through what that means and provide you with referrals to attorneys, other HR consultants, or another organization for service. 

Organizations that receive support through the Help Desk are required to complete a short evaluation at the close of the ticket. This evaluation provides us with the necessary information to gauge this service’s effectiveness, inform us about process improvements, and understand our impact. 

It’s extremely important to understand that information shared throughout the Help Desk process is confidential and will not be shared with anyone outside of Nonprofit Support Network staff and the HR professionals contracted to support the Help Desk. Our priority for this project is to serve the nonprofits in our community, and we make a strong commitment to protection and privacy. Generally, information about usage, sector themes, and opportunities for improvement may be shared with Nonprofit Support Network board or steering committee, funding partners, or other stakeholders.

As the HR Resource and Help Desk gains momentum, Nonprofit Support Network is eager to expand its offerings, further enhancing the impact on nonprofits in Muncie and Delaware County.