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Getting Assistance from the Human Resource Service Center (HRSC)

The HRSC is the first point of contact for many HR-related questions. This information will help you understand how we provide service and how you can most efficiently obtain service. Our team includes five Customer Service Specialists, five Insurance & Retirement Specialists and three Records & Onboarding Specialists serving a population of over 30,000 current and retired employees and their insured family members. We also serve former and prospective employees.

Customer Service Specialists

These team members are your first point of contact in the HRSC. They are prepared to assist you with an array of human resource matters, including insurance enrollment and eligibility questions, COBRA applications, employment verifications and how to apply for staff employment. They refer customers to other HR Representatives when needed.

Insurance & Retirement Specialists

These team members have in-depth knowledge of the insurance and retirement programs and processes.  Customers are referred to these specialists when additional support is needed.

Records & Onboarding Specialists

These team members generally support HR professionals and managers with their in-depth knowledge of employee onboarding processes including Form I-9, E-Verify, background checks and other compliance, and records matters such as timekeeping and assignment begin and end issues.

Due to increased customer activity and limited HR resources, responses for non-emergency issues may be 3-5 business days. See Emergency Situations if you believe you have an emergency. 

Please provide your UT EID in all situations when you contact us.


Click the links below for information about our most commonly asked about topics. Or use Search HRS (in the top right hand corner of every page on the HR site) to find information on our website.

For Employees For HR Professionals and Managers

If you don’t find the information you need on our website, our contact information is below.


Email us. Emails automatically go to our customer issue tracking system for response. You may receive a reply from a Customer Service Specialist or your issue may be assigned to an HR representative for a response.

Please provide your UT EID in all situations when you contact us.


Our phone number is 512-471-HRSC (4772). You will be given several automated menu options to direct your call. You may receive assistance over the phone or we may put your issue in our customer issue tracking system and assign it to the appropriate HR representative for response. If all lines are busy and you receive voicemail, please leave a detailed message or email.


Our office is located in NOA 2.200. We may be able to help you during your visit or may need to refer you to an HR representative for assistance at a later time. In some cases, you may be referred to a presentation, help session or information on our website. We encourage you to contact us about your issue prior to visiting. Parking is generally available in the Speedway Garage and you are responsible for any daily parking rates that apply. (1st 30 minutes free)

Help is generally available during your visit for the following issues:

Referrals are generally made for the following issues:

HR Representatives

Contact information is available through the Find Your HR Representatives tool. The representatives generally respond to inquiries in the order received. We recommend that you email an explanation of your issue. Please leave a detailed message if you call and receive voicemail. In some cases, your questions may be addressed quicker by contacting a Customer Service Specialist or 471-HRSC (4772).

Insurance and Retirement Providers

You will need to contact these providers directly for the following issues. Follow the links for contact information. The end of the week, especially Friday, is generally the best time to call them for quicker service.

Insurance Providers

Approved Retirement Providers for ORP and UTSaver Programs

Teacher Retirement System (TRS)

Emergency Situations

The HRSC treats the specific situations below as emergencies. Responses for these situations generally occur within a couple of hours.

For Employees For HR Professionals and Managers
  • Immediate need to access health care (trying to fill a prescription or at the doctor’s office or hospital)
  • Call the HRSC at 512-471-HRSC (4772). If all lines are busy and you receive voicemail, please leave a detailed message and if possible, email us with an explanation of your issue.
  • Issues impacting paying an employee on-time (unable to approve a voucher due to an I-9 or timesheet problem)
  • Call the HRSC Records unit at 512-471-5127. You may also email the HRSC Records unit.

These methods of communication are available from 8 a.m. to 5 p.m., Monday through Friday.