2014 Integrating Student Services: Collaborating to Fulfill Our Student-Centered Mission
October 5-7, 2014
DoubleTree by Hilton Hotel Philadelphia City Center
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 Drexel Central, an integrated one stop service center providing billing, financial aid, and registration services. Take a behind-the-scenes look into the One Stop/integrated service operations through various perspectives from management, counselors, and students.
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 Drexel Central 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, team building, and outcomes measurement
- 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
- 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
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:
Business Management and Organization, Communications, Specialized Knowledge and Application
Sunday, October 5
|1:00 pm||Registration Opens|
|3:00 pm||Welcoming Remarks|
|3:15 pm||Education and Students in the 21st Century: The Times They are A Changin'|
|5:00 pm||Networking Reception|
Monday, October 6
|8:45 am||The Role of Student Services in Student Success: The ‘Drexel Central’ Experience|
|9:30 am||Refreshment Break|
|10:00 am||Creation of a One Stop: Planning and Executing Integrated Student Administrative Services (Session 1 of 2)|
|10:00 am||Cross-Campus Partnerships for Developing and Continuously Improving Student Success Programs|
|10:00 am||Performance Metrics- A Growing Imperative (Session 1 of 2)|
|11:15 am||Creation of a One Stop: Planning and Executing Integrated Student Administrative Services (Session 2 of 2)|
|11:15 am||Performance Metrics- A Growing Imperative (Session 2 of 2)|
|11:15 am||Texts and Tweets and Vines - Oh My!|
|12:15 pm||Networking Lunch|
|1:30 pm||Drexel Central: Student Financial & Registration Services|
|2:00 pm||Bus Pickup at Hotel for Drexel Central Tour|
Meet your designated tour guide in the hotel lobby.
|3:00 pm||Drexel Central Tours/Presentation|
|4:45 pm||Reception at Drexel University|
|6:00 pm||Buses Return to DoubleTree Hotel|
Tuesday, October 7
|8:30 am||Breaking Down Silos, Building up Service|
|8:30 am||Bridging the Gap: Building a One-Stop Website|
|8:30 am||Leveraging Customer Relationship Management (CRM) Technology in an Integrated Student Services Environment|
|9:45 am||One Stop on Your Way to Enrollment Success—A Case Study and Implementation Model|
|9:45 am||One Stop Requires More than One Place|
|9:45 am||What's Next in the Evolving World of One Stop Student Service Models|
|11:00 am||Closing Session: Town Hall & Information Sharing|
|12:15 pm||Program Adjourns|
DoubleTree by Hilton Hotel Philadelphia City Center
The DoubleTree by Hilton Hotel Philadelphia Center City enjoys an ideal location in the heart of Philadelphia's theater district on the Avenue of the Arts. Philadelphia's business district, nightlife and main attractions are minutes from the hotel. The hotel is within walking distance to City Hall, the Pennsylvania Convention Center and the historic district. Take in all the sights and sounds of Broad Street such as the Academy of Music across from the hotel, the Kimmel Center for the Performing Arts and Merriam Theater. Choose from a range of restaurants on Walnut Street's 'Restaurant Row' a block away. Visit the Philadelphia Museum of Art with more than 300,000 works of art. Enjoy sporting events at the Philadelphia Sports Complex, home of the Eagles, Phillies, Flyers and Sixers, located two miles away.
Visit the DoubleTree by Hilton Hotel Philadelphia City Center website for details, including restaurants, amenities, and nearby attractions.
For reservations, call 215.893.1600.
Rates are guaranteed until 9/15/2014, 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.
Assistant Vice President for SFRS
SHOW FULL BIO » Alisa Abadinsky is the Assistant Vice President of Student Financial and Registration Services at Drexel University and has oversight of the Offices of the Bursar, Registrar, Financial Aid and Drexel Central, the University’s one-stop student services center. Ms. Abadinsky joined Drexel in 2012 as the Executive Director of the Office of the Bursar and was named Assistant Vice President before the opening of Drexel Central in 2013. Prior to joining Drexel, Ms. Abadinsky spent 20 years at the University of Illinois, most recently as Director of Student Financial Services for the System, with responsibility for accounts receivable, campus-based student loans, collections and financial literacy. Ms. Abadinsky served as President of the Coalition of Higher Education Assistance Organizations (COHEAO) and on the Board of Directors of the National Student Clearinghouse. She has been a frequent speaker at national conferences on topics related to student loans, higher education legislation and regulations, accounts receivable management and financial literacy.
Assistant Provost for Academic Resources and Systems
University of Tennessee
SHOW FULL BIO » Assistant Provost of Academic Resources, at the University of Tennessee, focuses on institutional effectiveness, data management and technology. In this role, she has responsibility for developing ways to better understand the interactions of the many components of enrollment management from the composition of the student body to the funding models for scholarships to the programs that support retention and graduation. She is a member of the Provost’s leadership team and actively involved in the development and implementation of a strategic plan. She graduated from UT with a Master of Business Administration in 2010. She earned her Bachelor’s Degree in Accounting from David Lipscomb University.
Executive Director of Drexel Central
SHOW FULL BIO » Dr. Karen Archambault serves as the Executive Director of Drexel Central, a one stop shop for financial aid, bursar, and registration services for Drexel University in Philadelphia, PA, a position she has held since the Fall of 2013. Prior to her arrival at Drexel, Karen served as the Director of Student Services for the Student Success Centers for Brookdale Community College in New Jersey where she was charged with ensuring that students have a high quality educational experience while attending any of the college's regional locations. She directed a cross-functional team in their efforts toward providing assistance with admissions, registration, financial aid, learning assistance, advising, and student life. Karen received her doctorate in Educational Leadership from Rowan University where her research investigated community college students' preparation for transfer. In addition to her full time position with Drexel, she serves as an adjunct faculty member in Higher Education Administration at Rowan University.
Dean of Enrollment Management
York College of Pennsylvania
SHOW FULL BIO » Janine Becker is the Dean of Enrollment Management at York College of Pennsylvania. Previously she was the Director of Enrollment Services at Wilkes University and also serves at the Executive Director of the Student Services/One Stop Center where she lead the successful turnaround of the award-winning center, and was also Interim Director of Undergraduate Admissions. She earned her undergraduate degrees from the University of Toledo, her MBA from Wilkes University and her Ph.D. from Marywood University.
Vice President, Financial Planning & Student Financial Services
SHOW FULL BIO » Amy Bosio has over twenty five years of experience in finance and higher education. She joined Drexel University in 2010 as chief budget officer. In April 2012, President Fry asked Ms. Bosio to lead the effort to create a “one stop” for Drexel in addition to leading the University’s budget process. Over the next fifteen months, significant operational and organizational changes occurred that led to the mid-July 2013 opening of Drexel Central. Ms. Bosio belongs to various professional organizations. She holds a bachelor’s and master’s of Business Administration from the University of Pennsylvania.
Manager, OneStop Services Center
SHOW FULL BIO » Regina Bradley is the Manager of the Bellevue University OneStop Service Center. In her role she provides guidance, training and operational leadership to OneStop Service Center Counselors. During her twelve years with the University she has also held management positions over the Registrars Office’s Registration Desk and the department of Student Records, along with leadership responsibilities related to the configuration and maintenance of the University’s PeopleSoft ERP system and the project to launch the OneStop Service Center department.
Director of One Stop
University of Tennessee
SHOW FULL BIO » Darren Curry is Director of One Stop Express Student Services at the University of Tennessee Knoxville. One Stop provides assistance to all UTK students and families for the most common financial aid, bursar, and registrar services. Darren’s background is in student services and retention including oversight of the student experience with regard to student administrative and amenity services. Having directed an integrated student service center and concierge in Texas at Abilene Christian University, Darren joined the University of Tennessee in 2012 to implement and direct the new One Stop Express Student Services department. Previously, Darren was assistant director of housing and residential services at ACU. He’s been certified by the Disney Institute in the Approach to Quality Service program. Darren has a B.B.A. in Marketing and an M.Ed. in Higher Education with an emphasis in student affairs.
SHOW FULL BIO » John Anderson Fry is Drexel University’s 14th president. He has served higher education for his entire professional life, as a consultant, board member, chief operating officer and chief executive. Fry set out to transform Drexel into what he has termed the “modern urban university of the future”—an institution that harnesses both its long-established and still-emerging strengths to serve its students, its neighborhood, its city and the nation. Under Fry’s leadership, Drexel is setting a new standard for cooperative education, transforming its online and hybrid offerings and becoming a powerful force for economic development in the Greater Philadelphia region. Fry previously served as president of Franklin & Marshall College and was instrumental in the college’s academic growth, campus and neighborhood development and improved finances. From 1995 to 2002, he served as executive vice president of the University of Pennsylvania and developed and implemented Penn’s “Agenda for Excellence,” a comprehensive plan that guided strategic initiatives from 1996 to 2001.
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.
Dean of Student Services
Bucks County Community College
SHOW FULL BIO » Christine Hagedorn is the Dean of Student Services at Bucks County Community College. She is responsible to provide leadership for the multiple campus deployment of service areas such as Advising and Transfer, Career, Counseling and Disability Services. Service excellence is the goal when any of these areas interact with Bucks students; towards that end, the college established a Contact Center Services unit to aid with the process of reducing “student run around” and improving the quality of enrollment-based interactions. Christine’s interest in this area is evidenced by her dissertation: “Toward Improved Intra-Organizational Information Sharing: The Intelligent Community College’s Contact Center,” as part of the degree requirements for the Doctor of Management in Community College Policy and Administration at the University of Maryland University College. Christine received her bachelor’s degree from St. John’s University, New York, and MBA from Wagner College, also in New York. Before joining Bucks in 2002, Christine led the Academic Advisement Center and served as Associate Registrar at Wagner College.
Associate Vice President/Chief of Staff
University of Washington
SHOW FULL BIO » Ruth leads and facilitates UW's Organizational Excellence, and works across the university leading and facilitating strategic planning, process improvements (using Lean and other technologies), developing leaders and staff, creating metrics and measuring performance, and helping to manage change. She is also responsible for the UW’s 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.
Director, Colonial Central
George Washington University
SHOW FULL BIO » Jennifer Joslin is the Director of Colonial Central at the George Washington University, where she also earned her master’s degree in Higher Education Administration. With more than a decade of experience in higher education, she has had the pleasure of working with faculty, administrators, and students alike to improve processes and customer service delivery. She was drawn to Student Services because she enjoys the challenge of demystifying financial concepts for students.
Dean of Enrollment Services
Bucks County Community College
SHOW FULL BIO » Elizabeth Kulick is the Dean, Enrollment Services at Bucks County Community College. She provides leadership for the College wide functions and programs of Recruitment, Enrollment Inquiries, Testing Services, Student Records, Financial Aid, Registration and Veteran Affairs, and was intimately involved in the initial planning and implementation of a one-stop model at Bucks County Community College. Elizabeth received a Juris Doctor from Rutgers University, School of Law, and a Master of Education – Psychological Counseling from Antioch University. In addition she is an Adjunct Professor of Behavioral & Professional Sciences at Bucks.
Director, Training & Organizational Development
SHOW FULL BIO » Alex Latty-Bata serves as the Director of Training and Organizational Development at Bellevue University setting the training direction for 500 + employees, a position he has held since 2013. In this role, he brings extensive experience working with all organizational levels creating, promoting, and delivering training solutions designed to support the organization’s business plan. Alex is passionate about creating an interactive and enjoyable training environment that supports learning, provides management oversight to organizational development services, professional development programs, and a comprehensive campus wide training program. Alex currently serves on the Board of Directors of ASTD Nebraska. Alex is actively working towards his Ph.D. in Education (Global Training and Development) from North Central University. Both his Bachelors and Masters are from Bellevue University.
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.
SHOW FULL BIO » Lisa Maria Martin is an independent content strategist and information architect based in Washington, DC, as well as an editor at A List Apart, a publication about working on the web. She has been a designer, journalist, marketer, and copywriter, and spent a good chunk of time teaching in academia before falling in love with organizing the web. She writes infrequently at thefutureislikepie.com and too frequently on Twitter (@redsesame).
Vice Provost for Academic Affairs and Professor of Advertising & Public Relations
University of Tennessee
SHOW FULL BIO » Sally J. McMillan is Vice Provost for Academic Affairs, at the University of Tennessee Knoxville. She leads the team working on the undergraduate priority area of the strategic plan with a focus on enrollment management, retention, and graduation. She also oversees academic program review, online learning, service learning and summer school. McMillan joined the UTK faculty in 1999 as an assistant professor of advertising and was associate dean of the College of Communication and Information from 2005 until she moved to the Provost’s office in 2010. Prior to UT, McMillan taught at Boston University, the University of Oregon and the University of Wisconsin-Eau Claire. Before earning her Ph.D., she worked for 15 years in the communication and marketing fields.
Director, Communications & Training and Drexel’s Liberty Scholars Program
SHOW FULL BIO » As Director of Training and Communications for Student Financial and Registration Services, Nick Perez oversees the training of staff and internal and external communications, including all SFRS related publications, marketing events and the Drexel Central website. Additionally, he is the director of the University’s Liberty Scholars program. Nick Perez has been with Drexel University since 2008. He previously worked for SUNY New Paltz in both the Tutoring and Writing Center and in the Trio Educational Talent Search programs before joining the Financial Aid/Student Resource Center at Drexel University. He has held the prior positions of Assistant Director and Associate Director of Financial Aid before becoming Director of Training and Communications in 2012. He holds a Bachelor’s of Art in English from SUNY New Paltz.
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.
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.
Vice President, Student Affairs
Bucks County Community College
SHOW FULL BIO » Barbara Yetman joined Bucks County Community College in 2008, and brings 27 years of experience in higher education to her current role as Vice President of Student Affairs where she oversees Enrollment Services, Student Services, Student Life and Athletics Programs, Marketing and Public Relations, and the Office of Institutional Research and Assessment. Barbara is also responsible for coordinating strategic planning efforts for the college. Prior to Bucks County Community College, Barbara served in a variety of capacities at DeVry University including president and dean of student affairs. She holds a Master of Arts in Educational Administration from Rider University.
2014 Integrating Student Services: Collaborating to Fulfill Our Student-Centered Mission
October 5-7, 2014
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