EDI recognizes that delivering quality customer service is not a one size fits all approach. Our Customer Outreach Model promotes positive customer experiences by understanding the unique needs of each NIH Institute and Center (IC) and delivering customized service addressing those needs. With this personalized approach, not only does EDI have the opportunity to better understand each of the ICs, but ICs take an active role as well in determining how EDI can best offer our support.
EDI Customer Outreach Model: 5 Strategies
- Bi-Annual Meetings
The EDI Director and/or Deputy Director and the EDI technical team meet twice a year with each IC Executive Officer to foster collaborative relationships, assess IC needs and aid in developing a plan for targeted diversity and inclusion strategies, obtain IC feedback on EDI services, and solicit IC suggestions for future programs and services.
- EDI Manager
Each IC has a designated EDI manager to address their EDI-related needs. The EDI manager’s primary function in the Customer Outreach Model is to deliver consultation services to ICs. EDI managers provide expertise on senior-level management issues and engage with IC senior staff. ICs have the flexibility to customize how they utilize the EDI manager and to define his/her distinct role. Get to know the technical expert assigned to your IC.
- Technical Team
Each IC has a team of technical experts for formal complaints, workforce demographics , and strategic diversity and inclusion. Technical experts are highly-skilled subject matter experts who provide our customers a depth of technical assistance in a variety of program specialty areas. View our entire team of technical experts.
- Standard Reports
EDI provides biannual demographic workforce reports, monthly complaints reports, and quarterly EEO training reports. These reports depict IC workforce composition and trends in personnel actions; IC complaints activity; and the number of employees that have completed EDI-related training.
- Active Communication and Consultation
Each EDI Division maintains active communication with the NIH ICs. All EDI employees take responsibility for being actively engaged. This involves reaching out to the ICs to assess their needs, talking with IC representatives to provide requested information, and following up to determine if additional needs exist.