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Best Practices Presentation


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Best Practices Presentation

  1. 1. Student Affairs Best Practices My Cross-country Tour: What I saw, what I learned, and what we can apply
  2. 2. Best Practices (bp): <ul><li>“ Processes and activities that have been shown in practice to be the most effective ” </li></ul><ul><li>“ The winning strategies, approaches, and processes that produce superior performance in an organization. A best practice is a by-product of a successful end-result ” </li></ul>
  3. 3. What I Saw <ul><li>Organizational Structures: every one is unique </li></ul><ul><li>One Stop Services: every one is different, based on politics, silos,characteristics and personalities of people involved, top-level support, time given to launch, and commitment </li></ul>
  4. 4. University of Cincinnati <ul><li>The crème de la crème model: </li></ul><ul><li>16-20 staff members; 97% of students’ questions answered (bp) </li></ul><ul><li>Staff trained 4-6 months (bp) </li></ul><ul><li>Staff at a high management level </li></ul><ul><li>A new building set up for student services: One Stop Service has 90% of the space on one floor </li></ul><ul><li>Staff rotate through front in-person work, back-end phones and e-mail; staff have own pod and own back-end cubicle </li></ul>
  5. 5. University of Guelph <ul><li>All Student Services on one floor of one building </li></ul><ul><li>Undergraduate Program Services all in close proximity </li></ul><ul><li>Student Client Services wickets provide registrarial, financial aid info, ID cards </li></ul><ul><li>Call Centre is separate, but right behind front counter </li></ul><ul><li>Staff rotate through in-person counter work, phones (don’t have own space) </li></ul><ul><li>More services integrated online (bp) </li></ul>
  6. 6. Centennial College <ul><li>One Stop Services does registrarial services, fee payments, ID cards </li></ul><ul><li>The Call Centre is proactive (invites prospective students to events), provides prospective student function and current student information </li></ul><ul><li>Their intranet, used as primary communication tool, is fantastic (bp) </li></ul><ul><li>Different staff in One Stop Service and Call Centre; physically and somewhat organizationally separate </li></ul>
  7. 7. York University <ul><li>Main entrance area is very inviting, open, know you’ll get help there </li></ul><ul><li>The Student Client Service representatives have very private advising space (bp) </li></ul><ul><li>Call Centre is separate; staff rotate through in-person and call centre work; have personal rolling cabinets </li></ul>
  8. 8. University of Saskatchewan <ul><li>Student Central: 6 high-level staff </li></ul><ul><li>Trained for 3 months (original crew) </li></ul><ul><li>Provide registrarial guidance, student loans, emergency loans, fee appeals (more breadth and depth) </li></ul><ul><li>Do in-person, calls, mail, e-mail, text messaging - own scheduling (bp) </li></ul><ul><li>Co-managed by 2 Assistant Registrars (Records and Student Financial Aid) </li></ul><ul><li>Most integrated back-end/devoid of back-end silos (bp) </li></ul>
  9. 9. Simon Fraser University <ul><li>Fabulous building, 3 floors of student services </li></ul><ul><li>General Enquiries is the main desk: answers registrarial questions, takes fee payments, does ID cards </li></ul><ul><li>Separate desk (in same area) for: Financial and Academic Advising; withdrawals; recruitment; Admissions </li></ul><ul><li>Separate “Call Centre,” set up for another purpose </li></ul>
  10. 10. University of British Columbia <ul><li>Welcome Centre (Recruitment and Admissions); Student Information Resource Services (registrarial, fee payments); Student Financial Aid counter; Housing counters </li></ul><ul><li>Direction clear…$$ followed (bp) </li></ul><ul><li>Spectacular staff retention model (bp) </li></ul><ul><li>Measurement - excellent (bp) </li></ul><ul><li>Tools - very good </li></ul>
  11. 11. What I learned <ul><li>Each institution visited had a best practice vis-à-vis One Stop Services; almost every institution had big gap </li></ul><ul><li>Some institutions seem ready to go to their second iteration </li></ul><ul><li>I believe U of C could leap to the second stage - now </li></ul><ul><li>There are critical factors for success </li></ul>
  12. 12. Realities <ul><li>Needed to do better job of training and communication to and with front-end staff (opened the service, now trying to put back-end in place) </li></ul><ul><li>Careful not to lay off staff (attrition happened) </li></ul><ul><li>The most confident service areas had policies and procedures in place, encouraged staff to bring forward broken policies (and had someone in place to fix them) </li></ul>
  13. 13. Realities <ul><li>Noticed lack of clear goals, outcomes, and measures; lack of metrics </li></ul><ul><li>The higher the level/capabilities of the staff, more time given to read, get updated on information; more breadth and depth of information provided </li></ul><ul><li>Back-end silos still existed; in some cases front-end service was just another office…another layer for students </li></ul>
  14. 14. Realities <ul><li>Some offices built invisible (but clearly felt) “walls” around their information; centralizing student service meant nothing to them </li></ul><ul><li>Only UBC and UofS have “integrated” admissions/recruitment into front-end service (York tried) </li></ul><ul><li>The greatest difference in information provided was around Financial Aid </li></ul><ul><li>Signage (presenting new name) is important; so is deleting back-end office names </li></ul>
  15. 15. What we can apply <ul><li>Everything! U of C can be LEADER </li></ul><ul><li>Combine best practices </li></ul><ul><li>Integrate broader range of services </li></ul><ul><li>Get rid of back-end silos </li></ul><ul><li>Hire properly trained, decision-making staff; add additional services when ready </li></ul>
  16. 16. What we can apply, continued… <ul><li>Take the time to put in place policies and procedures </li></ul><ul><li>Need goals, outcomes, measures; plan for metrics </li></ul><ul><li>Invest in communication plan (internal and external) and tools </li></ul><ul><li>Online services upgraded and further integrated </li></ul>
  17. 17. Thank you! <ul><li>Questions? </li></ul>