5. Room Switches
2013-2014
• 88 room switches
– No paperwork kept on
requests
2014-2015
• 143 requests on line
– 89 completed
– 49 cancelled
– 5 unable to be completed
• Reasons for switching:
– 21 medical
– 44 new room
– 75 roommate conflict
– 3 other
6. Room Switches
• The verdict…
– More efficient process
– Everything in one place
– Consistent messaging
– Exporting data has positives and negatives
9. Early Withdrawal
2013-2014
• 104 departures over the
course of the year
2014-2015
• 71 departures over the
course of the year
• 65 people completed the
on line form
10. Early Withdrawal
• The verdict…
– Consistent communication with students
– Fewer appeals
– Smooth check outs at the Service Desks
13. Extended Stay
• No stats were kept
• All correspondence was
from various email
accounts so unable to
look up and try to
determine numbers
2014-2015
• Fall Term
– 77 requests
– Only 44 on line
– 73 approved, 4 denied
• Winter Term
– 98 requests
– Only 38 on line
– 81 approved, 17 denied
2013-2014
14. Extended Stay
• The verdict…
– Still have work to do
– Vast majority of students miss the deadline
or put in last minute requests
– Admin fee to curb late requests
– Students forget to attach documentation (or
don’t bother to do it)
– Efficiency has increased
– Copies of all correspondence in system for
Service Desk staff to see when needed
15. The Big Picture
• Increased
– Efficiency
– Communication
– Consistency
– Ease of use for students (and staff)
• Downside
– Fewer face to face contact points with
students
– Still have kinks to work out
Editor's Notes
Policies in place
Manual process
Lots of paper
All varied in terms of the way they were handled
Old process involved students coming into the office or the Don coming in
A lot of time was spent listening (and relistening) to issues and concerns
Students trying to get what they want
Initially it is an on line process
Depending on the issue I speak to the student directly or have an RLS member go to speak to the student
Ability to look into the issue prior to speaking to the student
Exported new requests into a master spreadsheet for tracking purposes
Consistent messaging was important
Did export data and kept a master spreadsheet for notes, prioritizing etc
Withdrawals used to come via email, the Service Desk, RLS, walk ins etc
We have the policy on line so staff (Service Desk and RLS) refer students to that and tell them to put in the withdrawal on line
We have a calendar entry in my Outlook with all room movement so anyone working can look up the current state at any point in time (approved, denied, in progress etc)
When a student sent in a request, we followed up with an email on the process to check out (and the refund policy) in writing which assisted with students who wanted refunds