This training document for support staff at Miami Dade College covers several topics: 1) The goals of the training are to empower support staff and help them work to their highest potential in preparation for future roles. 2) Support staff have multiple roles across several departments on the small campus and are expected to handle walk-in advising as well as other daily responsibilities. 3) Support staff are representatives of the college and have tangible duties like answering phones and filing as well as intangible roles like making students feel welcome and acting as ambassadors.

1. Erik S. Rodriguez & Christina Ondaro

2. What do we hope to accomplish?
During this training, we hope to empower the
support staff and help them to work at their
highest potential.
Remember that your role here is preparation for
future roles at companies, in academia, and formal
social events!!!
Personal Anecdotes.

3. We are one of three of the smallest campuses at
Miami Dade College.
Many employees have multiple roles.
ACCESS, International, Pre-College Advisors, TRIO,
and Senior Advisors.
Advising walk-in student is only a small fraction
of what advisors must do on a day to day basis.

4. You are the face of Miami Dade College.
Tangible responsibilities:
Answering phones, filing, helping students, and
running errands.
Abstract or Intangible responsibilities:
Making students feel at home, acting as
departmental ambassadors, taking care of the day
to day running of the department.

5. Acceptable:
Making phone calls, filing papers, office work, and
running errands directly related to helping your
department are perfectly acceptable requests.
Unacceptable:
Personal requests are not acceptable.

6. A
Attitude
P
Posture
A
Anticipation

7. I
Intimacy
E
Empathy
T
Tone

8. Remember APA and IET!
Warm Transfer.
Cold Transfer.
Placing someone on hold.
Extended hold.

9. *You are not expected to buy new
clothes. This is only a guide to use
with your existing wardrobe.

10. *You are not expected to buy new
clothes. This is only a guide to use
with your existing wardrobe.

11. Students may file a complaint at a later time.
Singing should be avoided.
Avoid yelling or having loud conversations.
Keep personal information to yourself.
‘Secret Shopper’