Keep 'em or kick 'em out: Evaluating student workforce performance
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This presentation summarizes processes in evaluation student workforce performance for the HelpDesk at the University at Albany's Information Technology Services-Client Support Services. I presented this at the 2013 SUNY Technology Conference and the 2014 SUNYLA Empire Collaborations conferences.
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Keep 'em or kick 'em out: Evaluating student workforce performance
- 1. Keep ‘em or kick ‘em out Evaluating student workforce performance
- 2. Background Where do I come from?
- 3. Hiring Who will help you help others?
- 4. Hiring process • Post on student job site and notify by e-mail • Technical qualifications • Review applications … Experience using University IT services: • MyUAlbany portal • UAlbany Mail and Office 365 • Blackboard LMS • UAlbanyWiFi wireless service • UNIX services for file storage or personal web site General knowledge of: • Windows operating system • Macintosh operating system • Web browsers (IE, Firefox, Safari, Chrome) • Microsoft Office (Word, Excel, PowerPoint, Outlook)
- 5. Application review and scoring First name Last name Recom. GradDate (≥5/2015) Exp sem GPA (2+) Previous work Specific, relevant skills Skill Work Rel Assist Q Diff Cust Q Why ITS Q Writ Qual Score (sum) Inter view? A Z 2016-May 6 2.5 Lifeguard Excel 2 3 1 3 2 18 Perhaps B Y MNO 2015-May 4 1.7 2 3 2 3 2 16.4 No C X 2015-May 4 2.8 2 3 2 2 3 15.6 Perhaps D W 2014-Dec 3 4.0 Retail OS X, Office 3 1 2 2 1 14 NoSem E V 2015-May 4 2.5 2 3 3 3 3 17 Perhaps F U 2015-May 4 3.5 2 3 2 2 3 17 Perhaps G T JKL 2016-May 6 2.0 3 3 3 2 2 23 Yes H S 2016-May 6 3.6 2 2 2 3 2 20.1 Yes I R 2015-May 4 3.4 Clerical Malware clean 3 3 3 3 2 19.8 Yes J Q 2015-May 4 2.7 2 3 3 2 3 16.4 No K P 2014-May 2 2.9 3 2 3 2 3 13.8 NoSem L O ABC 2015-May 4 3.1 2 3 3 3 2 20.2 Yes M N 2014-Dec 3 3.0 3 3 3 3 2 17 NoSem N M 2015-May 4 3.7 2 2 3 2 3 17.4 Perhaps O L 2015-May 4 3.9 2 3 3 3 3 19.8 Yes P J DEF 2014-May 2 2.9 2 1 1 2 2 10.8 NoSem Q K 2016-May 6 3.3 2 3 2 2 2 19.6 Yes
- 6. Interviews and training • Student staff panel • Professional staff meeting • Discussion and consensus
- 7. Set up What do they need to know?
- 8. Set expectations • Shadowing (probationary and mentoring period) • Clearly define expectations, rules, rewards, and penalties • Boot Camp • Student workforce handbook
- 9. Correction • Corrective actions must be • Instructive • Flexible • Timely • Applied
- 10. Review How are they doing?
- 11. Types of review • No surprises • Ongoing, quick (mentor) • Periodic, detailed • Collect feedback • Observed impressions • Performance statistics…
- 12. Performance statistics • Tickets/interactions recorded • Net substitute shifts • Incidence of late or no show • Project work and KB articles • Hours worked • Tickets per hour • Net subs per hour
- 13. Performance metric Summed semester data Weekly collected data 8/3/2012 Fname Lname Metric Busy Slow Temp Perm Projects Late/MIA Busy Slow Temp Perm Projects Late/MIA A Z -6.75 11 6 -46 -3 0 5 4 -6 0 0 B Y 16 38 3 -26 2 0 2 -5 0 0 C X 55.5 92 1 1 0 3 9 15 0 0 1 0 D W -1.75 3 10 -41 0 0 4 -6 0 0 E V 2 13 1 -16 0 0 2 0 0 0 F U 24.5 35 2 -19 0 3 7 4 0 0 3 0 G T 9.75 26 7 -9 2 1 20 -1 0 0 H S 15.75 45 3 -7 1 0 12 2 0 0 1 I R 18.25 26 0 1 0 1 0 4 1 0 0 J Q 50.25 34 0 39 0 5 2 0 0 2 0 K P 2.25 9 1 35 -3 0 12 4 3 0 0 L O 21.75 16 4 5 0 2 2 0 0 0 M N 16.75 35 0 -69 1 4 6 9 -1 0 1 1 N M 41.5 19 9 51 9 1 5 3 6 3 0 O L 22.75 21 13 6 -2 1 7 8 0 0 0 P J 5 9 13 -35 1 1 13 3 -1 2 1 0 Q K 18 43 5 -29 1 0 3 3 2 0 0
- 14. Performance highlights Fname Lname Hours Incidents Inc/hour Net subs Subs/hour Late/MIA Metric A Z 158.75 17 0.107 -44 -0.277 5.00 -5.50 B Y 221.75 41 0.185 -11 -0.050 2.00 19.25 C X 276.25 93 0.337 -1 -0.004 9.00 50.00 D W 178.75 13 0.073 -35 -0.196 3.00 0.50 E V 151.25 14 0.093 -16 -0.106 2.00 2.00 F U 112.25 37 0.330 -17 -0.151 7.00 10.00 G T 62.00 33 0.532 -4 -0.065 20.00 10.50 H S 197.75 48 0.243 -6 -0.030 10.00 17.25 I R 52.00 26 0.500 -2 -0.038 0.00 17.50 J Q 320.25 34 0.106 37 0.116 2.00 39.75 K P 129.00 10 0.078 29 0.225 12.00 1.50 L O 190.75 20 0.105 4 0.021 2.00 21.50 M N 215.75 35 0.162 -67 -0.311 5.00 12.75 N M 191.50 28 0.146 47 0.245 4.00 36.75 O L 260.75 34 0.130 3 0.012 7.00 22.50 P J 160.25 22 0.137 -34 -0.212 13.00 -1.50 Q K 247.75 48 0.194 -21 -0.085 2.00 20.50 By Mwtoews [CC-BY-2.5 (http://creativecommons.org/licenses/by/2.5)], via Wikimedia Commons
- 15. Tools Where do we get the data?
- 16. Data sources and analysis • Ticket tracking reports (FootPrints) • Interactions recorded • Scheduling notifications (ConPortal, Outlook) • Substitute shifts (via e-mail) • Late or no-show (via e-mail) • Hours worked • Excel for computation and summary
- 17. Andrew Lyons alyons@albany.edu Questions and discussion What more do you want to know? What do you do?
Editor's Notes
- UAlbany statistics >17,000 students >6,000 employees >155,000 alumni ITS/HelpDesk services/staff ITS ~130 employees, HD 4 FTE Support University services (e-mail, wireless, network, Blackboard, portal, etc.) and some desktop Me 10 years in IT 2 years as student staff 4 years managing students Student staff/the job ~25 employees Walk up support of ITS services Cover remote locations, late hours Public face of ITS New technology and issues IC support (training and troubleshooting) Service point similarities Multiple locations Mostly or only students with some supervision Late hours Variety of services and questions Track some work in addition to transactions, like checkouts
- Posting On portal’s job site and via e-mail Qualifications are light ~75 applications for ~5-10 spots
- Review/grade applicants Criteria Expected work time (grad. date) GPA Work experience Relevant skills Responses to application questions on customer service, why us, and overall writing quality
- Interview and getting started Students staff panel and manager meeting Discover interest, attitude, personality, and some technical aptitude Hire for responsible/personable > capable You can teach skills, not personality Discuss results for consensus
- Set expectations Shadowing Probationary hire Peer mentoring Clearly defined expectations, rewards, and penalties Handbook Boot Camp
- Correction Instructive, flexible, applied, timely Examples Instruct responsibility to correct tardy Strikes for repetition Escalate for severe
- Types and content No surprises – should all be known already Ongoing short notes of +/- (correct/reinforce Periodic, detailed Collect feedback ITS staff Customers Library staff Impressions/soft skills Viewing interactions while on shift Quality of submitted incidents/interactions Templates for consistency Responses to staff requests
- List and describe each as needed
- Performance metric Weighted sum of statistics .5xBusy + 1xSlow + .25xTemp + 1xPerm + 5xProjects - .75xLate/MIA Share some data to create competition for prize
- Highlight outliers via mean +/- std. dev. General correlation with observed performance quality. Significant? I hope so.
- Summarize statistics and sources. All of it is (almost) freely available for use by some method.