Procedure Library

OSP Business Practices - General Communication

Purpose

To clarify expectations regarding communication, correspondence, and notifications between OSP, Principal Investigators (PIs), and department administrators.

Applicability

These guidelines apply to PIs and department administrators who correspond with OSP during the pre- and/or post-award stages of sponsored project administration. 

General Communication

Response Expectations

• OSP will acknowledge receipt of all requests for support - via telephone or email - within 2 business days.
•  When a phone conversation results in action items or requires documentation, OSP may send a follow-up email summarizing the discussion.

Resolution Timelines

• For non-urgent inquiries, OSP will either resolve teh request or communicate a plan for resolution within 5 business days

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Escalation Process

Correspondence should be escalated according to the urgency of the request and in the following order:

1. First request:
   • Email ospawards@osp.utah.edu or a specific team member (if the item has already been triaged).
2. Second request:
   • Copy the relevant OSP Associate Director.
3. Third request:
   • Copy the OSP Director

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OSPawards Inbox Procedures

When questions are submitted to ospawards, the following steps apply:

1. Initial Review
   • All messages will be reviewed the same day they are received.
   • OSP will respond within 24 hours (excluding weekend and holidays).
2. Complex Questions
   • If a question requires further research, OSP will notify the department within 24 hours that the request is complex and a detailed response is in progress.
3. Urgent Requests
   • For same-day responses, departments must include "URGENT" in the subject line.
   • If a response is needed by a specific time, that deadline should be clearly stated.

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Department Response Expectations

• When OSP sends a communication that requires a response, departments are expected to reply within 2 business days, unless marked "URGENT".
• OSP will only use the "URGENT" designation when truly appropriate and will not overuse this classification.

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Additional Support

If you require assistance resolving an issue that has not been addressed within a reasonable timeframe, refer to the Issue Resolution procedure.

 

Related Policies and Procedures

• Procedure Library > OSP Business Practices - Issue Resolution
• Procedure Library > OSP Business Practices - Proposal Review & Submission
• Procedure Library > OSP Business Practices - Proposal Preparation