Wikimedia Foundation/Legal/Community Resilience and Sustainability/Committee Support/Service

Overview

The Committee Support Team is dedicated to providing comprehensive support to volunteer committees. Our goal is to ensure that all committee work and requests are addressed promptly and effectively, maintaining standards of transparency and accountability.

Scope of Services

The Committee Support Team offers support in the following areas:

Election Support: Assistance with organizing, managing, and overseeing elections
Process Support: Guidance on implementing and adhering to organizational processes and procedures.
Meeting Facilitation Support: Help with planning, coordinating, and facilitating meetings, including agenda creation and note-taking.
Information Sharing: Dissemination of relevant information and updates to committee members as needed.

Communication and Request Handling

More information about communications and requests related to the Affiliations Committee may be found in the AffCom Workflow Guide

Platform: Zendesk will serve as the primary communication tool for submitting and tracking support requests.
Response Time: CST will respond to all specific support requests within 48 hours of ticket submission, within 72 hours for general inquiries, and within X amount of time for Affiliate correspondence.
Request Submission: Committees and Foundation staff can submit requests via Zendesk, which will be categorized based on the type of support requested.

Work Tracking and Updates

Tracking System: All work initiated by the CST in response to support requests will be tracked in Asana. Each request will be logged as a task, with clear assignment deadlines, ownership, and progress tracking.
Status Updates: The CST will provide regular updates to the committees via Zendesk. These updates will include the status of the request, any progress made, and expected timelines for completion. The cadence and specific content for these updates will be tailored for each committee.
Reporting Back: Once a request has been completed, the committee will be notified of the work done (as necessary), any outcomes or decisions needing to be made, and any follow-up action required.

Service Workflow

Request Submission: The committee submits a support request via Zendesk.
Initial Response: A team member reviews the request and responds within two business days, acknowledging receipt and providing an estimated timeline as needed.
Work Assignment: The request is assigned to a team member in Asana, with a clear task description and deadline.
Progress Tracking: Asana is where the work is tracked, with updates provided to the committee via Zendesk.
Reporting Back: Once the work is completed, a final report may be prepared and shared with the committee as needed. The report can take the form of an email or a Google doc. Any necessary follow-up actions are documented and communicated.

Escalation Process

More information for Committee Support Specialists can be found at {Internal communication workflow link}

Critical Issues: If a request is deemed critical (for example, urgent election support), it will be escalated to the Senior Manager and Lead Specialist for immediate action.
Unresolved Issues: If a request is not resolved within the agreed-upon timeline, it will be escalated to the Senior Manager for further action.

Monitoring and Evaluation

Timeliness: The CST is committed to meeting the two business-day response time for all requests. Timely updates and transparent communication are prioritized
Feedback: In addition to an annual survey of all committees receiving support from the CST, committees are encouraged to provide immediate feedback on the support received if it will immediately improve the effectiveness of the service provided. Any and all other feedback will be reviewed at least once per quarter to improve service quality.