Home > Events and Programs > Past Programs > 2012 Integrated Student Services
2012 Integrated Student Services: Opportunities For Visionary Leadership
October 7-9, 2012
San Diego Marriott Mission Valley
San Diego, CA
Overview
Presented by the Institute for Student Services Professionals (ISSP), in alliance with NACUBO, this program is targeted for institutions at various stages of integrating student services. This year’s conference will address topics such as leadership, adapting to change, organizational effectiveness, enhancing efficiencies, 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 which have developed integrated student service models and created successful environments for students and staff, and tour the University of San Diego’s One Stop Student Services center.
Who Should Attend
- Administrators & Leaders looking to implement or who have implemented “One Stop” or integrated student service models
- Bursars
- Business Officers
- Financial Aid Administrators
- Integrated Services Staff
- Registrars
- Student Financial Services Directors
- Student Services Administrators
What You'll Learn
- Gain an understanding of physical, organizational, and virtual integrations necessary to construct or modify a model that best meets your institutional and student needs.
- Learn skills that will enable you to work effectively in several areas, including staff development, cost containment, strategic planning, customer service, technology and measuring effectiveness.
- Develop tools to help you facilitate and participate in change while discussing the benefits, opportunities and challenges of creating and maintaining state-of-the-art integrated student services.
- Visit the University of San Diego’s One Stop Student Services office to explore how an established operation has enhanced the effective delivery of student services.
Prerequisites
No prerequisites and/or advance preparation required.
Course Level
Intermediate to Advanced
Estimated CPEs
Participants will be awarded up to 13 CPE credits. CPE credits can be earned in the following categories:
Personal Development, Specialized Knowledge & Application
Sunday, October 7
| 1:00 pm | Registration Opens |
| 3:00 pm | Welcome Speaker(s):
Julie Selander, University of Minnesota-Twin Cities
|
| 3:15 pm | Keynote: Toxic Leadership Speaker(s):
George Reed, University of San Diego
Good leaders add value to their organizations and many leader development programs address leadership as a universally positive phenomenon. Unfortunately, the influence attempts that we experience are not always positive. University of San Diego faculty member Dr. George Reed addresses the shadow side of leadership--the backbiting belittling bully boss and wonders why otherwise world class organizations put up with such behavior by those in authoritative positions. After defining toxic leadership and exploring its negative impact he will suggest approaches that excellent organizations can use to minimize the damage from those who have destructive leadership styles. |
| 5:00 pm | Reception and NetworkingJoin your colleagues for appetizers and beverages at the Poolside Patio. |
Monday, October 8
| 7:30 am | Breakfast |
| 8:30 am | Panel Discussion: Building and Sustaining a One StopJoin representatives from three institutions to discuss successful implementation of various approaches to enhanced student service through "one stop" centers. These include multi-service front-end offices to complete reorganization of entire departments. Each of these schools has encountered different obstacles, but all are achieving meaningful success. |
| 9:45 am | Refreshment Break |
| 10:15 am | Leveraging and Embracing Technology to Foster Exceptional Student Services Speaker(s):
Julie Selander, University of Minnesota-Twin Cities
Learn more about how technology is shaping the student experience in regards to financial aid, electronic billing and payments, graduation planning, and more. Through strategic design and implementation of technology tools, administrators can increase efficiencies, improve retention and graduation rates, and promote student success. Various online student self-services and web applications that have proved successful for students to help manage the business of being a student will be discussed, including a look into student portals and mobile device initiatives that have been developed to provide personalized information and communications to students. |
| 10:15 am | One Stop in Action Case Study - One Stop Shop: Owning the Middle Speaker(s):
Nicole Deters, Columbia College
Cheryl Stephens, Columbia College
Six years ago, Columbia College created a one stop shop to minimize the number of offices a student must visit in order to conduct business. Staff members are cross-trained generalists who provide the front-line services to students regarding their financial aid, student account and registration information, in both a call center and walk-in center. The expectation is that Registration and Financial Services represents three different offices – Financial Aid, Student Records & Transcripts and the Business Office, in three different ways. How would we manage three different sets of expectations? What tools could we utilize to make communication efficient and effective? Join us in this session to find out what strategies we have used and how we continue to communicate among several departments to deliver a top quality service experience to our students. |
| 10:15 am | Performance Metrics - A Growing Imperative Speaker(s):
Jonnel Clothier, American University
Ruth Johnston, University of Washington
Are you being asked to demonstrate your effectiveness with student service quality, process efficiency, and fiscal management? Learn about the value of measurement, how to create a set of metrics and hear from two experts what they did to construct theirs and how the metrics are used. NACUBO’s SFS benchmarking data will also be reviewed. Bring your metrics ideas to share as you will discuss their potential with others. |
| 11:30 am | Lunch/Networking |
| 12:45 pm | The USD Model: Creating the "One-Stop" Shop for Students Speaker(s):
Steve Schissler, University of San Diego
Why do we need a one stop? How did we create USD’s one stop? What went right and what could have been better? What are the decision points and why did we choose our existing model instead of another model? Learn the answers to these questions and those that you might have about creating a successful one stop operation. Experience the tears and cheers of implementing our one stop and bring all of your questions with you. |
| 2:00 pm | Bus to University of San Diego |
| 2:30 pm | One Stop Student Services Tour, University of San DiegoUniversity of San Diego tour guides will lead conference participants to four events on campus: a tour of the One Stop Student Services office, a campus tour, a session for specific discussion about the USD One Stop operation, and a session highlighting “A Day in the Life of the USD One Stop” providing various constituent perspectives from a counselor and a student customer of One Stop. Time will be devoted at all sessions to answering questions. |
| 4:30 pm | Reception, University of San Diego |
Tuesday, October 9
| 7:30 am | Breakfast |
| 8:30 am | One Stop in Action Case Study - "From Concept to Triumph - The Bellevue University Experience" Speaker(s):
Regina Rios, Bellevue University
Chris Solberg, Bellevue University
Learn how Bellevue University successfully implemented a new OneStop Service Center, transforming service processes, leveraging ERP tools, improving its phone system and establishing quality metrics that have not only improved service to students, but have also enhanced the University’s workplace culture. Learn more about how the University recognized the need for the new department, and orchestrated its launch, working collaboratively with all other departments and colleges so that the optimal student experience is now achieved every day. |
| 8:30 am | Overcoming the Issues of Total Restructuring Speaker(s):
Frank Claus, University of Pennsylvania
Restructuring the core student administrative service departments is not easy, but it can be worth the effort when the full focus is not the processes, but the need to help students. When the core departments become back offices and not have production interrupted by student visits, they must work together to provide an integrated approach to train, support, and even be responsible for the information and assistance provided by the front office which serves them all. Management control, turf, politics, communication, historical behavior, and the preservation of operating silos all get in the way of implementation. This session will attempt to provide a way to overcome the obstacles by producing real benefits for all involved including the students. |
| 8:30 am | Partnership Showcase - Financial Literacy: Meeting the Changing Needs of Students and Families Speaker(s):
David Glezerman, Temple University
Paul Mittelhammer, Inceptia
Jen Skidmore, Inceptia
"Paying for College” has become a primary concern for schools and families because basic knowledge about personal finance or even how to manage money is lacking. Colleges and universities now find themselves needing to teach these skills to recruit and retain students. With so much information to digest about financial literacy and wellness, how do you know what’s right or wrong? Hear about a new program where student service professionals can gain this knowledge and training while also contributing to their own personal growth and development. |
| 9:30 am | Break |
| 9:45 am | One Stop in Action Case Study – Moving to “No-Stop” Student Services – Is It Possible? Speaker(s):
Diane Cooley, University of Washington
Student Fiscal Services at the University of Washington is a now primarily “no-stop” service for students. They can do all of their transactions virtually, including bill paying, financial disbursements, question asking, retrieving and submitting forms and receiving refunds. This session will describe the evolution to this no-stop concept, as well as the work underway to streamline other SFS services including outsourcing, use of LEAN for process improvement, and improved customer service. |
| 9:45 am | Partnership Showcase - Improving the In-Person Student Experience through Customer Queue Management Solutions Speaker(s):
Sid Mandel, Q-nomy, Inc.
Julie Selander, University of Minnesota-Twin Cities
This partnership showcase will highlight how automated queue management software can help improve the in-person student experience. Since 2002, Q-nomy has been developing, marketing and implementing software solutions that help colleges and universities improve the student experience throughout their campuses. Q-nomy's solution tailors the experience of visiting the service centers, from entrance to exit, to the student’s personal background, expectations and needs – and at the same time allows the University of Minnesota to use this experience as a platform for optimizing its services and resources. |
| 9:45 am | Transformational Leadership: Effecting Change & Ensuring Effectiveness of Change Speaker(s):
Hung Le, Pepperdine University
As we seek to improve and integrate student services in an ever-changing and transitioning environment, we are expected to be more creative and innovative to serve communities of faculty, students and families who know more and expect more. Explore how transformational leadership can effect change and develop a culture where the effectiveness of that change can be ensured. |
| 10:45 am | Break |
| 11:00 am | Closing Session: Town HallClose 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. |
| 12:15 pm | Conference Adjourns |
Hotel
San Diego Marriott Mission Valley
The San Diego Marriott Mission Valley is centrally located with a San Diego Trolley stop just steps away, which provides convenient access to all that America's Finest City has to offer. Experience the excitement of San Diego's famous attractions all minutes from the hotel, including the San Diego Zoo, SeaWorld, Qualcomm Stadium, Balboa Park, Mission Bay, Old Town and the Gaslamp District Downtown. Immerse yourself in the resort-style setting, featuring a unique blend of tropical accents and landscaping. Enjoy a full host of amenities and services, from breathtaking balcony views and gourmet dining, to our beautiful outdoor pool and fully equipped fitness center. Each of our 350 well-appointed guest rooms offers high-speed Internet, luxurious bedding with down comforters, and complimentary amenities.
For online reservations, visit the San Diego Marriott Mission Valley
website.
When making reservations by phone, be sure to mention the block of rooms reserved by the NACUBO/Institute for Student Services Professionals conference.
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Note: The San Diego Marriott Mission Valley is currently sold out for Saturday, October 6. Nearby alternatives include the following:
Courtyard by Marriott (Mission Valley - San Diego) (619.291.5720)
Sheraton (Mission Valley - San Diego) (619.260.0111)
Visit the San Diego Marriott Mission Valley website
for details, including restaurants, amenities, and nearby attractions.
Room Rate
Single:
$120.00
Double:
$120.00
For reservations, call 877.622.3056.
Rates are guaranteed until 9/6/2012, 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.
Speakers
Frank E. ClausRetired
University of Pennsylvania
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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 Chairman of the Finance Committee and Treasurer 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 F & AM. 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 Service Professionals.
Frank is married to Patricia, has two children, and six grandchildren. He lives in Richboro, Pennsylvania. Jonnel ClothierDirector of AV Central
American University
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Jonnel Clothier has been on staff at American University since 2006. She served as the Director of Curriculum and Undergraduate Affairs in the School of Communication from 2006-2009. In her current position, Jonnel is responsible for the continuing development and implementation of AU Central.
Jonnel earned her bachelor’s degree in Communication from the University of Michigan. Her master’s degree in Educational Leadership and Policy Analysis with an emphasis in Higher Education Administration, was granted from the University of Missouri.
Jonnel has worked in higher education for over fourteen years having worked at Harvard University, University of Maryland, and the University of Missouri. Diane L. CooleyOutreach Advisor
University of Washington
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Diane graduated from the University of Washington with a BA in German. She spent several years running a market research business with her husband before joining the staff of UW Student Fiscal Services 27 years ago. Currently, Diane is a member of the Customer Service Team with a focus on outreach efforts. This includes helping students and the University community understand and use the wide variety of on-line and in-person UW fiscal services plus helping students gain knowledge related to managing their personal finances. Nicole Lynn DetersAssociate Director, Registration & Financial Services
Columbia College
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Nicole is the Associate Director of Registration and Financial Services (RFS) at Columbia College. She has been with Columbia College for 10 years. Nicole has a Bachelor of Science in Business Administration with an emphasis is Management and Marketing from Columbia College. Prior to Registration & Financial Services becoming its own department, she was employed in the Registration Department after graduation. As a student employee, Nicole worked in the Financial Aid Department. She grew up in Bowling Green, Missouri. David GlezermanAssistant Vice President and Bursar
Temple University
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David Glezerman is the Assistant Vice President and Bursar at Temple University, where he has been employed since 1986. He has overall responsibility for more than $450 million annually in student loans and accounts receivables. Mr. Glezerman has been employed in higher education receivables management for 35 years.
A speaker at many industry conferences and workshops, Mr. Glezerman has worked with NACUBO as a faculty and program committee member for several conferences. He also served as a member of the Coalition of Higher Education Assistance Organizations (COHEAO) steering committee and with its Perkins Loan Task Force. He also is the founder of the Educational Accounts Receivable Management Association (EARMA), designed for institutional debt collection personnel in eastern Pennsylvania, New Jersey and Delaware.
A co-author of Managing and Collecting Student Accounts and Loans: A Desk Reference for Educational Receivables Stewardship, Glezerman also has written several articles for and referenced by numerous industry publications for his views on higher education receivables. He also contributed a chapter in the 2007 NACUBO book Student Centered Financial Services. Glezerman also authored “Student Loan Program Partnering: A Recipe for Helping Schools Help Themselves” while working as a consultant with the US Department of Health and Human Services’ Partnership Program to assist schools with student loan collections and default reduction activities.
Mr. Glezerman was recognized for his industry efforts in 2010 when he received NACUBO’s Professional Development Award. A co-creator of the Higher Education Collection Specialist Certificate program and certified instructor for ACA International, the association of credit and collections professionals, Glezerman also is a past recipient of ACA’s Member of the Year and Charles F. Lindemann Instructor of the Year awards and is designated as a Master Credit Executive (MCE) by ACA.
A graduate of Rutgers University, Mr. Glezerman received his MBA from Temple University. Ruth A. JohnstonAssociate Vice President, Strategy Management
University of Washington
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Ruth Johnston, Ph.D. works at the University of Washington as Associate Vice President and Special Assistant to the Provost. In this role, Dr. Johnston 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. Dr. Johnston’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, Dr. Johnston served as Associate Controller for Student Fiscal Services for 9 years at UW. Hung V. LeAssociate Vice President and University Registrar
Pepperdine University
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Hung Le, Pepperdine University’s associate vice president and university registrar, has spent the last 20 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. Sid Mandel
Vice President, North American Operations
Q-nomy, Inc.
Paul MittelhammerVice President, National Business Development Strategy
Inceptia
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Paul Mittelhammer is the vice president of business development strategy for Inceptia. Prior to this position he was a regional sales manager. Paul has 27 years of experience in higher education and higher education management. He joined Inceptia as the vice president for lender relations. Before joining NSLP, Paul served in several roles at Citibank’s student loan division. He held positions as account manager, regional manager of electronic services & guarantor relations, and regional sales manager.
Paul is a Certified Personal Financial Manager (CPFM) through Inceptia’s Personal Financial Management Certification program. He served in various roles at Huntingdon College in Montgomery, Alabama, such as an admissions counselor, an assistant director of admissions, an associate director of admissions, and as dean of enrollment management. Paul earned a bachelor’s degree in college management and psychology, and a master’s in business administration from Auburn University at Montgomery. George Reed
Associate Dean, School of Leadership & Educational Science
University of San Diego
Regina RiosManager, OneStop Service Center
Bellevue University
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Regina Rios is a 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 ten years with the University she has also held management positions over the Registration Desk and within the Student Records department, along with leadership responsibilities related the configuration and maintenance of the University’s PeopleSoft ERP system and the project to launch the OneStop Service Center department. Steve SchisslerDirector, One Stop Student Center
University of San Diego
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Steve Schissler came to the University of San Diego in 2006 to create a One Stop Student Center, which opened in August 2008. During his first two years, Steve not only formed his department but also assisted in the implementation of the Banner Administrative System. He oversees USD’s One Stop operation which includes the services of the Registrar, Financial Aid, and Student Account offices. Steve has also consulted with other universities, assisting in program reviews of their one stop processes and services. Steve came to USD after serving as bursar and assistant controller for several years at universities in Ohio. He has served in higher education for over 20 years. Steve has a degree in Accounting and a Masters in Interdisciplinary Education. He also has been an adjunct instructor of accounting and other business courses at various colleges in Ohio and California. Julie A. SelanderDirector, One Stop Student Services
University of Minnesota-Twin Cities
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Julie Selander has worked in higher education administration and finance for over 24 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 with 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. She 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. Jen Skidmore
Coordinator, Financial Education
Inceptia
Chris SolbergSenior Director
Bellevue University
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Chris Solberg is the Senior Director of the Bellevue University OneStop Service Center. As the head of the OneStop Service Center, his responsibilities began with the creation of the department, including the hiring and training of managers and counselors, along with project leadership for the implementation of key tools, processes and cross-departmental collaboration. His responsibilities continue with the governance of the OneStop Management Team, along with both continuous improvement and quality control initiatives, working in concert with the leadership over all University departments. He has served the University in a variety of roles including enterprise project management. Prior to serving the University, Chris held operational leadership positions within a Fortune 500 technology company for 13 years. Cheryl StephensDirector, Registration & Financial Services
Columbia College
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Cheryl is in her 4th year as the Director of Registration and Financial Services (RFS) at Columbia College. Prior to this, she worked in Residential Life at Washington University in St. Louis and at the University of Texas-Austin. Cheryl earned her Bachelor of Journalism (Broadcast) from the University of Missouri-Columbia and a Masters of Arts in College Student Personnel from Bowling Green State University in Bowling Green, Ohio. She is originally from Bloomington, Illinois. 
