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Events and Programs
Events and Programs

2014 Integrating Student Services: Collaborating to Fulfill Our Student-Centered Mission

October 5-7, 2014
DoubleTree by Hilton Hotel Philadelphia City Center
Philadelphia, PA


Sunday, October 5

1:00 pmRegistration Opens
3:00 pmWelcoming Remarks

Alisa Abadinsky, Drexel University
Julie Selander, University of Minnesota-Twin Cities

3:15 pmEducation and Students in the 21st Century: The Times They are A Changin'

Kevin Roberts, Abilene Christian University

When Bob Dylan wrote those lines 50 years ago, he could have never envisioned our world today.  The world has changed dramatically and the pace of change only continues to grow.  Up until the past several years, higher education has remained largely immune to this upheaval.  In fact, most of our universities operate and look much as they have for hundreds of years.  However, that is starting to change.  For the first time in our history, there is active public discussion about the value of a college degree; technology has made knowledge ubiquitous and fundamentally altered the role of the professorate; globalization has introduced competitors from all around the planet. Join us as we explore the impact of this change on our industry, our constituents and our jobs as service providers.  
5:00 pmNetworking Reception

Monday, October 6

7:45 amBreakfast
8:45 amThe Role of Student Services in Student Success: The ‘Drexel Central’ Experience

John Fry, Drexel University

9:30 amRefreshment Break
10:00 amCreation of a One Stop: Planning and Executing Integrated Student Administrative Services (Session 1 of 2)

Paula Gill, Belmont University
Hung Le, Pepperdine University

Our students' interactions with the administrative side of our institutions have a direct impact on the quality of their college experience.  How do we align our people, our processes and the places in which those interactions occur with our institutional mission?  How can we best serve our constituents and still meet all of the accountability standards that are critical in the operations of our institution?  We will discuss the case for change, critical issues to consider, the process for integration and other matters related to creating a successful one-stop student service center.  Participants will explore the practical application of service agreements and staff training and development in a workshop environment during two consecutive sessions and will leave with concrete take-aways, laying groundwork for the integration of student service functions that facilitate the learning and developing process of our students.
10:00 amCross-Campus Partnerships for Developing and Continuously Improving Student Success Programs

Betsy Adams, University of Tennessee
Darren Curry
Sally McMillan, University of Tennessee

In this session, you will learn how the University of Tennessee uses a cross-functional team to identify, monitor, and assess programs and services.  Members come from Academic Affairs, Academic Resources, Advising, Communications and Marketing, Enrollment Services, Finance and Administration, Office of Information Technology, Office of Institutional Research and Assessment, Student Life, and Student Success.  Team members will provide an overview of how the team functions and offer case studies to illustrate challenges and successes.  In particular, the team will profile creation of a fully integrated one-stop center that combines the essential business services of enrollment, and their plan for data-informed continuous improvement. A benefit of creating a one-stop model is that opportunities surface for improvements to the student experience, recruitment and retention, and institutional policies and procedures. Learn how after only one year, One Stop has made contributions to these areas at UT.
10:00 amPerformance Metrics- A Growing Imperative (Session 1 of 2)

Ruth Johnston, University of Washington

Are you being asked to demonstrate your effectiveness with student service quality, process efficiency, and fiscal management?  In this two part session, learn about the value of measurement, how to create a set of metrics and how the metrics are used. Bring your metrics ideas to share as you will discuss their potential with others. The first session will introduce the topic and its value, in the second you will construct a set of metrics working in small groups with colleagues.
11:00 amBreak
11:15 amCreation of a One Stop: Planning and Executing Integrated Student Administrative Services (Session 2 of 2)

Paula Gill, Belmont University
Hung Le, Pepperdine University

This is a continuation of an earlier session.
11:15 amPerformance Metrics- A Growing Imperative (Session 2 of 2)

Ruth Johnston, University of Washington

This is a continuation of an earlier session.
11:15 amTexts and Tweets and Vines - Oh My!

Kevin Roberts, Abilene Christian University

As Dorothy and her friends head off toward Oz they are afraid of the possibility of "lions and tigers and bears." Of course, as it turns out their fears are unfounded and, in fact, they could not make it without the Lion. As we head off into the future, we are faced with unprecedented changes in technology. Every day it seems there is the next "big thing" and the pace is accelerating. This is a time of great excitement and great opportunity. Join us as we discuss the impact technology is having on student services. We might even discover that what we thought was to be feared, turns out to be indispensable.
12:15 pmNetworking Lunch
1:30 pmDrexel Central: Student Financial & Registration Services

Alisa Abadinsky, Drexel University
Karen Archambault, Drexel University
Nick Perez, Drexel University

Drexel Central officially began offering consolidated financial and registration services to students and their families on July 15, 2013. In response to President John Fry’s call for an easier and more efficient administrative experience for the university’s students in his 2012-2017 strategic plan, nearly one and a half years were spent in the research, planning and development of Drexel’s one-stop shop. Developing and implementing a consolidated student services offices is a large undertaking, and we are eager to share with you the narrative of Drexel Central’s development: why we made decisions about which services to offer; what the training and re-organizing of staff, resources and technology entailed; how we dealt with a fluid and uncertain process; who we collaborated with, both internally and externally, to make the project a reality; and finally, what advice we can offer to other institutions undertaking similar projects.
2:00 pmBus Pickup at Hotel for Drexel Central Tour
Meet your designated tour guide in the hotel lobby.
3:00 pmDrexel Central Tours/Presentation

Nick Perez, Drexel University
Stephanie Pricken, Drexel University

Drexel University tour guides will lead conference participants through four separate tours/presentations including: a tour of Drexel Central, a campus tour, a session presenting on the planning and development of Drexel Central, and a session highlighting “A Day in the Life at Drexel Central” providing various constituent perspectives. Time will be devoted at all sessions to answering questions.
4:45 pmReception at Drexel University
6:00 pmBuses Return to DoubleTree Hotel

Tuesday, October 7

7:30 amBreakfast
8:30 amBreaking Down Silos, Building up Service

Regina Bradley, Bellevue University
Alex Latty-Bata, Bellevue University

While a variety of elements go into creating a successful OneStop Service Center, training is critical. Every interaction with an end user (student, staff, and/or faculty) can impact the organization. Often, customer service is what separates organizations that thrive from those that fail. This presentation will demonstrate how Bellevue University used an established and successful training strategy to improve the open communication between departments and begin an ongoing collaborative process, necessary when specialist resources are needed from other departments.  The session is ideal for those interested in developing a service center similar to the one-stop concept and will examine the success of the department due to service-focused training as well as development and collaboration with all University departments.
8:30 amBridging the Gap: Building a One-Stop Website

Lisa Martin
Jennifer Vaden, George Washington University

How do you build a one-stop shop online that mirrors its real-world counterpart – especially when that counterpart delivers customer service on behalf of home offices like Registrar, Student Financial Assistance, and Student Accounts? When the George Washington University recently rebuilt their one-stop website, they had to juggle competing administrative needs while maintaining a steady focus on how to best serve the students and parents in the online environment. In this session, you’ll hear about the challenges GW encountered in the process and how you can apply the techniques and lessons learned to your own one-stop website, including how to: get buy-in from home office leadership; inform your strategy with user research, analytics, and testing; and share content ownership within the one-stop environment.
8:30 amLeveraging Customer Relationship Management (CRM) Technology in an Integrated Student Services Environment

Julie Selander, University of Minnesota-Twin Cities

CRM - both a business strategy and a set of software tools and technology designed to increase efficiencies and build customer satisfaction. It’s been used extensively in the commercial sector and has been adopted by many admissions offices for recruiting and relationship building; however, more institutions are considering the advantages of investing in CRM for student services units. CRM strategies and tools can provide a more holistic student services experience by allowing a 360 degree view of information, can provide powerful analytics, and help identify trends with your student/customer base and result in increasing efficiencies, improving effectiveness, and an enhanced environment for student success. The presenter will provide an exploration into some of the capabilities of CRM for your institution including case management, knowledge base, communications, and metrics/reporting, and will share how CRM has been implemented at the University of Minnesota’s One Stop Student Services.
9:30 amBreak
9:45 amOne Stop on Your Way to Enrollment Success—A Case Study and Implementation Model

Janine Becker, York College of Pennsylvania

Learn how to create a One Stop/Student Services Center at your institution or improve the one you have.  By following one institution’s starts, stops, and missteps; learning from the mistakes that were made; and how the turnaround to a successful, award winning One Stop Student Services Center happened, you will walk away with best practices for a one-stop center as well as vital keys for staff at every level to use at your institution.  Strategies that have been successfully used to improve service and ultimately reduce cost will be discussed. Learn about the Student Services Centralization Implementation Model, which was created based on research into other one stop/student services centers as well as behavioral and change management theories, to help in your implementation efforts.  
9:45 amOne Stop Requires More than One Place

Christine Hagedorn, Bucks County Community College
Elizabeth Kulick, Bucks County Community College
Barbara Yetman, Bucks County Community College

At Bucks County Community College, great strides in effecting one stop service have been made, but we’re not completely there yet.   The heavy lifting (facility renovations, office moves, etc.) was the easy part. Helping students to accomplish all that is needed in a single visit…or as few visits as possible…is the bigger challenge.  Join us as we explore lessons learned  from the past5 years that are now guiding facility, training, technology integration, communication and service plans.  
9:45 amWhat's Next in the Evolving World of One Stop Student Service Models

Julie Selander, University of Minnesota-Twin Cities

A creative vision was developed, thoughtful and diligent planning followed, and hopefully a successful implementation of your integrated student services organization came to fruition. Years have passed and you’re thinking about what’s next to improve operational excellence and how you might raise the bar for student services in your organization. This session offers participants a view into a fully developed integrated student services model at the University of Minnesota that has been in existence for over a decade and how continuous improvement and on-going enhancement to improve student services is the integral to the mission of this organization. Discussion topics include staffing, training, technology, measuring success and student satisfaction, development of customer service standards, as well as recent developments at the University of Minnesota’s One Stop Student Services related to staff retention and a change in how service is delivered through a new tiered service model leveraging highly trained student workers.
10:45 amBreak
11:00 amClosing Session: Town Hall & Information Sharing
12:15 pmProgram Adjourns

Program Overview

2014 Integrating Student Services: Collaborating to Fulfill Our Student-Centered Mission
October 5-7, 2014

Estimated CPEs:12


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