Starting today, Business Operations’ Human Resources Management and the Chief Financial Officer’s Budget and Finance have implemented a new Contact Center Self-Service Portal. This effort is in support of our commitment to provide innovative and excellent services to all employees.

Employees now have the option to interact with a 24/7 chat bot, named Goldie, to find answers to common questions or they can search for answers using Informational Knowledge Articles. When interacting with the chat bot, please do not share any Personally Identifiable Information. 

These new self-service options expand opportunities for employees when seeking assistance from either CFO/B&F or Bus Ops/HRM. Employees are still able to speak directly with a Contact Center agent by calling 1-877-372-7248 and press the number that corresponds with each help desk – 1 for CFO/B&F, 2 for Bus Ops/HRM, and 3 for CFO/Travel.

What you need to do

• Access the employee resources on the HRM website to learn how to use this new self-service portal. Resources include a User Guide with step-by-step instructions about navigating the portal, a micro-training video of frequently used functionalities in the portal and Frequently Asked Questions.

• Search for answers to common questions using the Informational Knowledge Articles (KAs), open a case, or check the status of an existing case.

• When interacting with the chat bot, please do not share any Personally Identifiable Information. 

• Access the upgraded self-service portal by logging into ConnectHR and select the “HR Help” link for HRM assistance and select the “B&F Help” link for assistance from CFO/B&F on the left side toolbar.

Help is available
Open an HR Help case:

• Call: 1-877-372-7248, Press 2.

• Email: hrm_contact_center@usda.gov.

• Self-Service: ConnectHR, then select HR Help. For detailed instructions, visit the HR Help How-to Add a Case Guide.