2013 Integrating Student Services: Improving the Student Experience Through Transformative Innovations
October 6, 2013-October 8, 2013
Le Centre Sheraton Montreal Hotel
The Institute for Student Services Professionals (ISSP) will host this workshop on October 6-8, 2013 at McGill University. Planned by experienced student services professionals, this year’s program is targeted for institutions at various stages of integrating student services.
This year’s conference will address topics such as adapting to change, leadership, organizational effectiveness, enhancing efficiencies through business process improvements, human resources and physical considerations, leveraging technology and online self-services, and performance metrics in a hands-on environment where you will work closely with faculty and network with colleagues.
Hear the latest from higher education experts, along with case studies from institutions who have developed and experienced how integrated student service models have created successful environments for students and staff.
Participants will have the opportunity to tour the McGill University’s Service Point integrated administrative service center and will be provided a behind-the-scenes look into the One Stop/integrated service operations through various perspectives from management, counselors, and students.
This conference is presented by the Institute for Student Services Professionals (ISSP), a collaborative endeavor of six higher education professionals from Belmont University, Pepperdine University, Temple University, the University of Minnesota, the University of Pennsylvania, and the University of Washington, in alliance with the National Association of College and University Business Officers (NACUBO).
Note: Travelers from the United States must have a valid passport to purchase airline tickets and enter Canada. Plan early to avoid delays in securing your preferred travel itinerary.
Who Should Attend
- Business Officers
- Financial Aid Administrators
- Integrated Services Staff
- Leaders and administrators looking to implement or enhance “One Stop” or integrated student services models
- Student affairs professionals
- Student Financial Services Directors
- Student Services Administrators
What You'll Learn
- Visit McGill University’s Service Point office to explore how the institution has implemented and enhanced the effective delivery of student services.
- Learn skills to help you work effectively and efficiently in different areas, including strategic planning, staff development, cost control, technology, teambuilding, and outcomes measurement.
- Gain an understanding of physical, organizational, and virtual integrations necessary to construct, modify or enhance a model that best meets your student and institutional needs.
- Develop tools to help you facilitate change while discussing the benefits, opportunities and challenges of creating and maintaining dynamic, state-of-the-art integrated student services.
No prerequisites and/or advance preparation required.
Participants will be awarded up to 12 CPE credits for this group live event. CPE credits can be earned in the following categories:
Specialized Knowledge and Application
Sunday, October 6
|3:00 pm||Welcoming Remarks|
|3:15 pm||Keynote: Improving the Student Experience through Transformative Innovations|
|5:00 pm||Networking Reception|
Monday, October 7
|8:30 am||Panel: Building and Sustaining a One Stop|
|9:45 am||Refreshment Break|
|10:15 am||Creating the Best Student Experience – DIY or Not? What are your options?|
|10:15 am||One Stop in Action Case Study: The Perfect Storm (NDSU)|
|10:15 am||Texts and Tweets and Vines – Oh My!|
|12:30 pm||Lean Your Office to Improve Student Services Delivery|
|12:30 pm||Meeting Student Expectations and the Next Phase in Customer Queue Management Software|
|12:30 pm||One Stop in Action Case Study: The Long Winding Road - Re-Engineering Services, Staffing and Space|
|1:40 pm||Health Check: McGill University Service Point Three Years After Go-Live|
|2:15 pm||Walk to Service Point for McGill University TourMeet your designated tour guide|
|2:45 pm||McGill University Service Point Tour and Presentations|
|4:45 pm||Networking Reception at McGill University|
Tuesday, October 8
|8:30 am||One Stop 2.0: Continuous Improvement with Integrated Student Services|
|8:30 am||One Stop in Action Case Study: Connecting the Dots-How Placing Students at the Centre Transformed the Office of the Registrar|
|8:30 am||One Stop in Action Case Study: Making Change Real– Going from No Bowl to Super Bowl|
|9:45 am||Leadership in Managing Transitions|
|9:45 am||One Stop in Action Case Study: Tales from the Counter (UC Merced)|
|9:45 am||Partnering versus Punting to Enhance Work Processes and Service Delivery|
|10:45 am||Refreshment Break|
|11:00 am||Closing Session – Town Hall MeetingClose out the conference by applying your learning, asking questions of colleagues and experts, and gaining new ideas. This session will draw from the general sessions and include group conversation to prepare you to act when you return to your office.|
|12:00 pm||Closing Notes - Conference Adjourns|
Le Centre Sheraton Montreal Hotel
Visit the Le Centre Sheraton Montreal Hotel website for details, including restaurants, amenities, and nearby attractions.
For reservations, call 151.487.82000.
Rates are guaranteed until 9/11/2013, subject to availability.
Please review our registration policies.
Please Note: NACUBO professional development programs are often sell-outs. Please secure air and hotel reservations only after confirmation of registration.
Beware of Room Block Poachers:This is the practice of companies posing as an agent or representative of an association offering hotel reservation services. They may offer a hotel room at a lower cost, and have an official sounding name such as "Exhibition Housing Management". "Poachers" will immediately charge your credit card, sometimes with a "service fee", and in many cases will not make a reservation. Be advised that this is NOT an official service. No attendee should be contacted about hotel reservations except by NACUBO. If someone outside of NACUBO contacts you, we urge you to ignore them and report them immediately to NACUBO.
Canadian Operations Manager
SHOW FULL BIO » Frank has performed over fifty successful installations across North America for Q-nomy. He has expert knowledge of the product and is also the lead IT person. His hands-on knowledge and solution expertise has helped many clients optimize their customer’s experience and benefit from the many features and functions Q-Flow offers.
Assistant Provost, Enrollment Services
University of Tennessee
SHOW FULL BIO » Richard Bayer is Assistant Provost, Enrollment Services and has oversight of Undergraduate Admissions, Office of the University Registrar, and the Office of Financial Aid and Scholarships, and the One Stop Student Services Center. Mr. Bayer joined UT as Dean of Admissions and Records in 1999 and was named Dean of Enrollment Services in 2001. In 2008 Bayer was named Assistant Provost and Director of Enrollment Services. In 2011 Bayer was named chair of a task force to create a One Stop Student Services Center. In June of 2013 the University opened its new One Stop Student Services Center as part of the University’s quest to be a Top 25 Public University. While serving as Assistant Provost of Enrollment Services, UT has moved up the rankings in US News and World Report to rank in the nation’s top 50 among all public research universities. Mr. Bayer was honored for his work promoting diversity on campus and was named the recipient of the Hardy Liston Jr. Symbol of Hope Award from the Commission of Blacks at the 2008 Chancellor’s Award banquet. Mr. Bayer earned his Masters Degree in History from Niagara University. He also teaches a First Year Studies course to incoming freshman. Prior to arriving at UT, Mr. Bayer was University Registrar at the University of South Carolina, Columbia, SC.
SHOW FULL BIO » Frank Claus graduated from Drexel University with a BS in Finance and the Graduate School of Banking at Rutgers University. In his career as a banker he was group Vice President responsible for branch banking at the Provident National Bank (now PNC) and Senior Vice President for New Jersey National Bank (now Wells Fargo) responsible for all retail banking. Frank became Treasurer of the University of Pennsylvania in 1984. He was Associate Vice President responsible for all student registration and financial services, and became the Vice President for Finance (interim) and Treasurer before he retired in 2008. He is Vice Chairman of the Board of Trustees and Chairman of the Foundation Trust of Cornwall Manor, a life care community in Lebanon, Pennsylvania and chairman of the Trustees of the Permanent Charity Fund of Joseph H Brown Lodge No. 751. Frank is Treasurer of Northampton Days, a community celebration. He is an elder at Addisville Reformed Church where he is chair of the facilities expansion feasibility committee and worship committee, served as chairman of the stewardship committee and is a member of the Consistory. He is Secretary/Treasurer of the Institute for Student Services Professionals. Frank is married to Patricia, has two children, and six grandchildren. He lives in Richboro, Pennsylvania.
Academic Records Manager, Office of the Registrar
University of California, Merced
SHOW FULL BIO » Michelle Comer is an alumna from the University of California, Merced and member of the school’s first entering class. While a student, she was a student assistant for the Office of Financial Aid and worked closely with the Students First Center. Upon graduating, she held temporary professional positions in the Students First Center, Alumni Affairs Division, and Office of the Registrar. Today, Michelle is the Academic Records Manager for the Office of the Registrar. She supervises one full-time staff member and four student assistants while overseeing all operations related to continuing student records, special programs, and transcript production.
Assistant Vice President, Office of Student Assistance
SHOW FULL BIO » James Curry works for the Office of the Provost, Division of Academic Affairs, as the Assistant Vice President for the Office of Student Assistance. His current assignment is to spearhead the consolidation of services provided by Student Accounts, Registrar, Financial Aid and Higher One into service-oriented Solution Centers on 5 campuses (both urban and suburban), all serviced by a centralized call center. James is also an adjunct professor in Technology Systems and Freshman Programs departments where he teaches Introduction to Computers, Customer Relationship Management, and Database Management. James has spent the last 27 years working in higher education and has held positions in Student Union and Facilities Management, Director of Graduate Admissions, Assistant Dean for Ivan Seidenberg School of Computer Science and Information Systems and Director of Strategic Management and Information Systems (ERP implementation). He is a graduate of the City University of New York, College of Staten Island, has a BA in Philosophy and has an MS in Information Systems from Pace University with a focus on Customer Relationship Management. Hobbies include maintaining and propagating a saltwater reef tanks, baseball and process reengineering. Jim is a member of several professional organizations including AACRAO, AIR, NACUBO, NASPA and NACADA and has presented nationally at conferences on student service, process change and leveraging technology to advance student service organizations.
Vice President for Institutional Effectiveness
SHOW FULL BIO » Paula Gill is the Vice President for Institutional Effectiveness at Belmont University. She is responsible for evaluating the university’s progress toward its performance objectives and for seeking ways to improve services and processes that provide value for students. Paula led Belmont’s SACS reaffirmation for accreditation initiative, and currently leads operational improvement and reorganization efforts in academic and administrative units. During her tenure at Belmont, Paula served on the Student Services Streamlining Team which recommended and facilitated the implementation of Student Financial Services, Belmont Central, and the Enrollment Services Council (ESC). Belmont Central, Belmont’s one-stop-shop for students, was recognized for significant achievements in student services by receiving the USA Today/RIT Quality Cup. She is a past president of the National Consortium of Continuous Improvement, an organization whose aim is to advance academic and administrative excellence in higher education by identifying, promoting, supporting, and sharing effective organizational practices among the 90-plus member institutions. Paula’s doctoral research explored the influence of culture on transformation change. She leads a variety of workshops and retreats and consults with higher education institutions on topics ranging from strategic planning to organization redesign. Prior to her current position, Paula has served in various roles at Belmont including the Associate Dean of Enrollment, Director of Student Financial Services, and Director of Belmont Central.
Chief of Staff for Planning & Management and Associate Vice President
University of Washington
SHOW FULL BIO » Ruth Johnston, Ph.D. works at the University of Washington as Associate Vice President for Finance and Facilities, as well as the Associate Vice Provost for Organizational Excellence. In this role, Ruth facilitates strategy development, metrics creation and monitoring, process improvement, leadership and staff development, and change management. She is also responsible for the administratively-focused UW Environmental Stewardship and Sustainability Office and for the UW’s Business Diversity Program. Her Ph.D. is in Organization Development and Higher Education. Ruth’s article on “Measuring Effectiveness in Student Fiscal Services at the University of Washington” is in the 2007 book, Student Centered Financial Services. She teaches a variety of classes and workshops, and consults with higher education institutions and associations and some federal agencies. Prior to her current role, Ruth served as Associate Controller for Student Fiscal Services for 9 years at UW.
Associate Vice President and University Registrar
SHOW FULL BIO » Hung Le, Pepperdine University’s associate vice president and university registrar, has spent the last 22 years in various fields of student services at Pepperdine University, including campus life, student accounts, and student administrative services. In 1999, Hung served as a member of Pepperdine's steering committee to transform student services which culminated with the implementation of OneStop. He currently oversees the Office of Student Information and Services which includes the functions of OneStop, Student Financial Services, Academic Advising, Academic Records and Registrar. In addition to presenting at numerous local and national conferences, he has assisted a number of colleges and universities in planning for and implementing their one stop student service centers.
University Registrar and Executive Director
SHOW FULL BIO » Before joining McGill University in Montreal in 2007 as the University Registrar and Executive Director of Enrolment Services, Kathleen held leadership positions at three other large postsecondary institutions across Canada, in Toronto and Calgary. Her areas of responsibility have included strategic enrolment management planning, student recruitment, admissions, student records and classroom management, ERP system implementations, government reporting, and leading service improvement projects. Kathleen is a member of AACRAO, NACUBO, the Association of Registrars and the Universities and Colleges of Canada (ARUCC) and an executive member of the Pan Canadian Consortium on Admission and Transfer (PCCAT). She was President of ARUCC from 2002-2004. Her team won the McGill Principal’s Award for the creation of the Service Point in 2010. Massey was awarded the Queen’s Golden Jubilee Medal for outstanding leadership in education and research in 2003.
North Dakota State University Main Campus
SHOW FULL BIO » Wendy Clarin joined the North Dakota State University (NDSU) staff in 1999 after 12 years at South Dakota State University in contract dining. She attended Jamestown College where the concept of a one-stop was one employee in the administration building. It’s all that was needed. In 2005, plans began for a one-stop student service center at NDSU and she was asked to join the task force. In 2007 Bison Connection opened in the newly remodeled Memorial Union. Wendy manages Bison Connection and the Bison Card Center.
SHOW FULL BIO » Alex has been a software/sales consultant for over 5 years with key wins in his previous life, and now with Q-nomy. His role with Q-nomy is not only to help clients solve queuing and scheduling challenges, but to present a customer experience solution which will meet all their needs.
NDSU One Stop Assistant Manager
North Dakota State University Main Campus
SHOW FULL BIO » Linda Murphy is in her 6th year as Coordinator of Bison Connection at North Dakota State University (NDSU). After graduating from the University of Minnesota with a degree in accounting, Linda began her career at NDSU in 1978 working fourteen years under the Division of Finance in the Controller’s office. In 2005, after fifteen years of working for a variety of nonprofit organizations, the final seven years as administrator for Lutheran Campus Ministries located at NDSU, she returned to NDSU’s Business Office. Her passion for people and her experience in working with students while in the Business Office provides the perfect background for her transition to her current position within the Division of Student Affairs.
Centennial College of Applied Arts and Technology
SHOW FULL BIO » Linda is Associate Registrar at Centennial College of Applied Arts and Technology. Centennial College is Ontario's oldest college offering over 200 certificate, diploma, advanced diploma and baccalaureate programs to 16,000 full-time and over 20,000 part-time and continuing education students. Linda is responsible for the Information & Services (front counter/call centre/triage), Scheduling, Records, and Enrolment Services Systems teams. Linda began her career at a one-stop desk and has managed most areas of Enrolment Services throughout her career. She is a champion for projects that provide improvements to student service, increase workflow and build the bottom line. She is a member of BOLT (Banner Ontario Leadership Team), a Provincial association of Banner users helping colleges leverage common technology to improve the student experience. Linda holds a Bachelor of Arts from the University of Toronto and an MBA from Wilfrid Laurier University.
Assistant Registrar, Student Connect
University of Alberta
SHOW FULL BIO » Melissa began her career in higher education as an undergraduate student holding positions in recruitment and student engagement in both the Office of the Registrar and Faculty of Arts at the University of Alberta. After completing her MA in political economy at the University of Victoria she returned to the University of Alberta. Since 2006 she has worked in numerous student-focused positions including student transition through the Academic Support Centre, as Recruitment and Student Engagement Officer in the Faculty of Arts and then as the Assistant Registrar, National Recruitment. Currently she acts as Assistant Registrar, Student Connect where she oversees the Office of the Registrar student service centre, national recruitment unit and volunteer management and partnerships office.
Director, Students First Center
University of California, Merced
SHOW FULL BIO » Lisa Perry, MA, is Director of the University of California, Merced’s Students First Center (SFC). UC Merced is the newest campus of the University of California and has had the advantage of a “one stop” service since its first day. Lisa has been with the SFC since the campus opening in fall 2005 and is a key player in the development and implementation of the unit, which primarily serves the Offices of Admissions, Financial and Scholarships and Registration. As the SFC’s Director she is responsible for all operations and continued growth of the department. Lisa has facilitated such projects as a staff training program, a department handbook, quality standards and assessment practices, as well as an interdepartmental liaison program. In addition to the work Lisa has done with the SFC she has also served on numerous University committees and helped facilitate new projects across campus. One of the most useful tools she helped develop was the interactive personalized student checklist. This tool is used across numerous departments and is a key component in helping UCM students meet their enrollment deadlines. Lisa is also responsible for the campus Anti Melt campaign, a vital element in the University’s retention efforts. Lisa is a graduate of California State University, Chico and has worked in all three tiers of California’s higher education system. She authored a chapter titled “What was it like? Being in the Pioneer Class at UC Merced,” which appeared in New Directions for Higher Education Special Issue: From Rangeland to Research University: The Birth of University of California, Merced. In addition to her work in enrollment services, Lisa is also a member of Soroptimist and volunteers as the staff advisor for the Bobcat Stunt team.
Associate Director, Student Accounts
SHOW FULL BIO » Diego Quante is currently working for the Office of the Provost, Division of Academic Affairs, as the Associate Director of Student Accounts for the Office of Student Assistance. Diego is also directly responsible for overseeing OSA Centralized Call Center, OSA Helpdesk, and OSA Grad Center Office operations. These areas consolidate Student Accounts, Registrar, Financial Aid, and Higher One into one service center. Diego is a New York City resident. He has earned a BS in Accounting and is currently pursuing a MBA in Strategic Management from Pace University. Diego has spent the last 3 years working at Pace University and previous experience includes benefits administration for IATSE National Benefit Funds and multi-unit, quick-service franchise management.
Vice President of Operations
Abilene Christian University
SHOW FULL BIO » Kevin Roberts is the Chief Information and Planning Officer at Abilene Christian University. ACU is a four-year liberal arts university located in Abilene, Texas. It has approximately 5,000 students and is primarily a traditional residential, undergraduate institution. Kevin came to ACU in 1999 as the Director of Re-Engineering after a decade in change management, primarily in the banking industry. He assumed the CIO role in the fall of 2006. Under his direction the University became one of the first schools in the country to convert their entire campus to Google Apps for Education. Most recently, Kevin led ACU’s “Connected Initiative.” As a part of this initiative ACU became the first school in the world to offer iPhones or iPod touches to each student in their incoming class. In October 2008, he took the role of Associate Vice President of Operations where he had responsibility for the university’s physical plant, landscape & grounds, dining services, retail operations and purchasing. In June 2010, he assumed his current role. As Chief Planning Officer, he has responsibility for ACU’s strategic planning and assessment. Even though IT is no longer his sole focus, it remains his passion and he is driven to ensure ACU continues to leverage technology to educate students for the world they will inherit upon graduation.
Associate Registrar, Enrollment Management
University of Alberta
SHOW FULL BIO » Pat spent 18 years in the K to 12 Education system primarily teaching special education and working with teachers to assist them with integrating students with special needs in their classrooms. She became an administrator in a K to 12 school for two years and then moved on to be the Director of Student Services for a large rural school jurisdiction. She was seconded to the Government of Alberta, Alberta Education in the late 1990's and then moved on to work for the Alberta Teachers' Association. She held two positions in that organization: staff officer in the area of teacher welfare, negotiating teacher collective agreements and still providing provincial advice in the area of special education. Her second position was as Coordinator of Operations where she oversaw a complete restructuring of the organizations internal and external services including all areas of people, policy, process and technology. She joined the University of Alberta as Associate Registrar and Director of Enrolment Management in late 2008 and was project manager for the current transformation to the new service delivery model. Pat has a B.Ed, M.Ed and is currently working on her PhD in Education Policy Studies, Leadership and Administration. Her research is related to how rapid changes in higher education are affecting the organizational culture.
Director, One Stop Student Services
University of Minnesota-Twin Cities
SHOW FULL BIO » Julie Selander has worked in higher education administration and finance for over 25 years. Her experience includes student loan servicing operations, tuition payment plan sales and marketing, as well as leadership positions in student accounts receivables, billing, collections, financial aid, and customer service. Prior to Julie’s current role as the director of the One Stop Student Services Office and University Veterans Services at the University of Minnesota, she collaborated with her colleagues to develop the “One Stop” model, providing seamless and integrated student services in the areas of enrollment, registration, financial aid, billing, and student accounts receivable. Julie presents frequently on various topics related to higher education student services and has written several articles for publication, including a chapter for NACUBO’s Student Centered Financial Services: Innovations That Succeed. Julie has also consulted with other colleges and universities assisting them with realizing their goals related to organizational development and planning for an integrated student services model. She has her bachelor’s and master’s degrees from the University of Minnesota and is currently working on her dissertation as a Ph.D. candidate at the University of Minnesota in the Higher Education Policy and Administration program. Julie is also a part-time instructor in the Organizational Leadership, Policy, and Development department at the University of Minnesota and has taught Strategic Customer Relationship Management and Customer Service Training for three years.
Assistant Dean, Enrollment & Academic Services
University of Wisconsin-Green Bay
SHOW FULL BIO » Michael Stearney is the Dean of Enrollment Services at the University of Wisconsin-Green Bay. In this role, he oversees Admissions, the Registrar, Financial Aid, Career Services and Academic Advising -- the offices that collectively recruit, admit, enroll, aid-award and advise students. He also oversees Disability Services, the Developmental Education Program and the Tutoring & Academic Resource Center, which support students in their classroom learning. In his 30 years at UW-Green Bay, he has supervised nearly every area in Student Affairs. Michael was the project leader for the creation of the Student Services Center “One-Stop”, a multi-year initiative to re-design both physical space and service delivery consistent with the vision of integrated and holistic attention to student needs. Michael has a BS in Environmental Science and Biology from the University of Wisconsin-Green Bay and an MS in Curriculum and Instruction from the University of Wisconsin-Milwaukee. In his spare time, he advises the campus chapter of Habitat for Humanity and has accompanied nearly 200 students on winter break service trips to build houses for deserving families in the southeastern United States.
Assistant Director, Students First Center
University of California, Merced
SHOW FULL BIO » Carlton Stroud is the Assistant Director of the University of California, Merced’s Students First Center (SFC). Carlton came to the SFC in January 2011 after 10 years developing software for colleges and universities. He manages the technical and digital service needs for the SFC. Carlton evaluates new software solutions to implement in the SFC. He is currently working on updating the tracking solution used to gather information on the interactions at the counter, phone, email, and chat. Outside of the SFC, Carlton volunteers his time to coach youth football and baseball.
Associate Director, Service Point
SHOW FULL BIO » A native Montrealer, Romesh graduated from Montreal’s Concordia University with a Bachelor of Commerce (Economics) and has been privileged to work in higher education ever since. His fifteen year career has allowed him to work and play at Concordia University, Dalhousie University in Halifax, and most recently at McGill University. Romesh’s work responsibilities have always been student-focused, ranging in scope from academic advising, to electronic and print-media communications, to exchange and study abroad, to student recruitment and admissions, and to student services. Romesh is a proud member of McGill University’s inaugural Lean Greenbelt-certified cohort of change managers. He was also the Project Manager for the creation of “Service Point”, McGill University’s nascent one-stop. As its current director, he oversees a frontline service delivery team responsible for enquiries related to student exchanges and study abroad, student records, admissions, and tuition and fees.
Senior Vice President and National Director of Sales & Marketing
SHOW FULL BIO » Ms. Witherspoon has over 25 years of experience in higher education specializing in early college awareness and federal financial aid. After serving as Assistant Director of Financial Aid at Rhodes College, she assumed the role of Director of Student Outreach Services and developed the Outreach Tennessee program for Edsouth, a Tennessee non-profit organization. The service promoted early financial aid awareness and college and career planning to tens of thousands of Tennessee students. In her current role, Ms. Witherspoon is responsible for product and business development for the Higher Education Solutions (HES) Division at Edfinancial Services. HES provides third party support solutions to colleges and universities, including call center, financial aid outsourcing and student loan default prevention services. Ms. Witherspoon has held positions on the Executive Boards of the Tennessee Association of Student Financial Aid Administrators and the Tennessee Counseling Association. She is currently a member of the Corporate Council for the Association of Community College Trustees. Ms. Witherspoon received her B.S. in Education from the University of Tennessee and completed her M.S. in Student Personnel/Higher Education at the University of Memphis.
2013 Integrating Student Services: Improving the Student Experience Through Transformative Innovations
October 6, 2013-October 8, 2013
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