Mission and Strategies
The Campus Resource Center (CRC) serves as a resourcenot only for faculty and students, but also for Open Campusstaff and ...
Open Campus CRC                 Academic         “One-Stop”                   Unit              Unit            Student Ov...
• Amy Moore – Interim Program Manager  Faculty support, student appeals, faculty evaluations, academic  complaints, staff ...
Student        Faculty             Request        Request                      Staff                     Request       Cal...
Team members: Cindy, Teresa and KatherineThis team manages an average of 120 inquiries a semester.                        ...
Team members: Amy and BarbaraOpen Campus manages an average of 75 academic appeals eachsemester. This team provides resear...
Team members: Teresa and JamieThis team coordinates with the Director of E-Administration toencode and monitor on average,...
Receive                 PromptlyFollow-up                         Analyze       Monitor              Execute
January          February      March       April                    May              June          July        August     ...
14,700*                   120         75          +485                          Overrides   Academic Outbound      Student...
Goals and              Collegewide   Campus       Timeline   Evidence ofStrategies             Goal          Goal         ...
CRC function will be                   communicated through the                   following methods:                   • O...
CRC members will be                    cross-trained in:                     • Customer service best practices            ...
Communication:                  • Use of central e-mail                    address and phone number:                     •...
The CRC will:                     • Cross-train CRC members                       • Overrides, student and faculty        ...
The CRC will:                      • Develop and share procedure                        manuals for all common tasks and  ...
• As the unit matures and moves toward serving the  upcoming Bartram Center, these more “physical” factors  will grow in i...
Contact the CRC:Monday-Friday, 7:30 a.m.-5:00 p.m. CRC@fscj.edu | 904-633-8496
Upcoming SlideShare
Loading in …5
×

Open Campus CRC

633 views

Published on

Published in: Education
0 Comments
0 Likes
Statistics
Notes
  • Be the first to comment

  • Be the first to like this

No Downloads
Views
Total views
633
On SlideShare
0
From Embeds
0
Number of Embeds
309
Actions
Shares
0
Downloads
2
Comments
0
Likes
0
Embeds 0
No embeds

No notes for slide
  • Please create organizational chart graphic, listing each member’s primary tasks.
  • Flow chart
  • Reviews student participation in course shell, if relevantResearches attempted drop or withdrawal with IT department, if relevantContacts instructor to corroborate or refute student claimGathers evidence in support of or in refutation of student claimWrites report recommending approval or denial of student appealForwards student file to Dean for final approval or denialForwards final decision to Student Success to initiate contact of student
  • Link strategies to College and campus goals. List
  • Open Campus CRC

    1. 1. Mission and Strategies
    2. 2. The Campus Resource Center (CRC) serves as a resourcenot only for faculty and students, but also for Open Campusstaff and visitors. The CRC serves a hybrid function,performing as both an academic unit and a “one-stop”customer service unit for the campus.The mission of the CRC is to provide a superior experienceto all Open Campus visitors or callers. Excellent customerservice, flexibility, and responsiveness are the priorities ofthis campus team. To this end, the function and purpose ofthis unit will be communicated clearly to all stakeholders.
    3. 3. Open Campus CRC Academic “One-Stop” Unit Unit Student Overrides Visitor Reception – Welcome Desk Student Appeals Phone Reception Student Complaints Copy/PrintPrioritie Faculty Pay Assistances Faculty Hiring Meeting Setup& Tasks Faculty Evaluation Event Planning Course Scheduling Technology and Encoding Assistance
    4. 4. • Amy Moore – Interim Program Manager Faculty support, student appeals, faculty evaluations, academic complaints, staff scheduling, virtual conference administration• Katherine Martin – Project Coordinator Faculty support, student support, academic complaints, student overrides, technical assistance, project/event/meeting support, academic data/research/reports, evaluation tracking, stipend processing.• Cindy McNally – CRC Receptionist, AA II Phone and front desk reception, monitor academic grading schedule, student overrides, IRM backup, syllabus checks, faculty support• Teresa Dickerson – IRM Specialist, AS IRM/faculty pay, course encoding, course overrides, enrollment reports, faculty support, student support• Jamie Bickerstaff – Program Facilitator Course shell preparations, textbooks, desk copies, enrollment monitoring, phone and desk coverage
    5. 5. Student Faculty Request Request Staff Request Calls and Visitors E-mailsReception Desk Shared CRC MailboxMonday-Friday Monday-Friday7:30 a.m.-5:00 p.m. 7:30 a.m.-5:00 p.m.Cindy McNally/All Members All CRC Members
    6. 6. Team members: Cindy, Teresa and KatherineThis team manages an average of 120 inquiries a semester. Request Follow-up Evaluate Propose Inquiry Permission with Situation Solution to Override StudentSupport provided: Dean communicates override process eachsemester,standard phone/email script used and inquiries are tracked to ensurefollow-up.Positive outcomes: Increased enrollment, faculty and students arereceive one-on-one support, improved communication
    7. 7. Team members: Amy and BarbaraOpen Campus manages an average of 75 academic appeals eachsemester. This team provides research support to the Dean Report Dean Reques Resear Evidence Communication To Decision t ch Gathering Dean MakingSupport provided: Dean communicates the process, team membershave extensive training, appeals are tracked to ensure follow-up.Positive outcomes: Expedites the appeal decision making process,when all possible - alternate solutions are recommended, faculty andstudents receive one-on-one support, quality solutions and improvedcommunication
    8. 8. Team members: Teresa and JamieThis team coordinates with the Director of E-Administration toencode and monitor on average, 400 courses a semester. Encode Encode Monitor Schedule Add Course in Course in Enrollment Planning Instructor Orion FDLC ProgressSupport provided: Director of E-Administration communicates processand provides schedule, staff attend encoding training, courses arechecked, enrollment monitored weeklyPositive outcomes: Courses are added as needed and increasedenrollment,
    9. 9. Receive PromptlyFollow-up Analyze Monitor Execute
    10. 10. January February March April May June July August September October November December 60 50 40 30 20 10 0 Assistants CoordinatorsNumber of tasks assigned on CRC task spreadsheet
    11. 11. 14,700* 120 75 +485 Overrides Academic Outbound Students Appeals calls 400 200 +1,700 Courses Payroll/IRMS Inbound Encoded Internal Calls 91 157Full-Time Adjunct +1,800 Faculty Inbound Faculty External Calls*Duplicated Headcount
    12. 12. Goals and Collegewide Campus Timeline Evidence ofStrategies Goal Goal SuccessCommunicate CRC 3 Enhance ReportPurpose to operationsStakeholdersImprove Campus 3, 4 Enhance SurveyCustomer Service operationsStreamline Campus 3, 4 Improve ReportAcademic studentProcesses successImprove Campus 3, 4 Improve SurveyCommunications student successStreamline Campus 3, 4 Enhance Report/SurveyOperations/Request operationss: Travel, Meetings,Events, TechnologyRequests
    13. 13. CRC function will be communicated through the following methods: • One-page “Who We Are” document • Distributed to faculty, staff,“Communicate CRC campus Student Success UnitsPurpose to KeyStakeholders” and Welcome Center • Web presence • Social Media Postings • Meetings with key stakeholders on each campus
    14. 14. CRC members will be cross-trained in: • Customer service best practices • Meeting and room scheduling • ORION functions, including encoding and overrides“Improve Campus • Student advisementCustomer Service” • Responding to common issues from: • Students • Faculty • Staff • Responding to faculty and staff technology requests
    15. 15. Communication: • Use of central e-mail address and phone number: • CRC@fscj.edu • CRC Main 904.633.8496 • Distance Learning“Improve CampusCommunication” 904.632.3116 • Refining of phone tree • Weekly intra-team communication and meetings • Continued development of faculty community • Use of Open Campus
    16. 16. The CRC will: • Cross-train CRC members • Overrides, student and faculty inquiries, faculty payroll, encoding • Create and share procedure“Streamline Campus manuals for commonAcademicProcesses” processes/requests • Provide ample orientation and mentoring support for faculty
    17. 17. The CRC will: • Develop and share procedure manuals for all common tasks and requests • Share resources and task tracking among CRC team members“Streamline Campus • Via DropboxOperations/Requests” • Share work schedules and calendars among CRC team members • Streamline facilities request process • Streamline supply order process
    18. 18. • As the unit matures and moves toward serving the upcoming Bartram Center, these more “physical” factors will grow in importance. CRC members will be trained in dealing with: • Walk-in traffic • Room scheduling • Hybrid course scheduling • Event logistics • Technology requests • Increased call volume • Overseeing tutoring center • Overseeing faculty resource center
    19. 19. Contact the CRC:Monday-Friday, 7:30 a.m.-5:00 p.m. CRC@fscj.edu | 904-633-8496

    ×