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Events and Programs
Events and Programs

2012 Integrated Student Services: Opportunities For Visionary Leadership

October 7-9, 2012
San Diego Marriott Mission Valley
San Diego, CA


Sunday, October 7

1:00 pmRegistration Opens
3:00 pmWelcome

Julie Selander, University of Minnesota-Twin Cities

3:15 pmKeynote: Toxic Leadership

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 pmReception and NetworkingJoin your colleagues for appetizers and beverages at the Poolside Patio.

Monday, October 8

7:30 amBreakfast
8:30 amPanel 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 amRefreshment Break
10:15 amLeveraging and Embracing Technology to Foster Exceptional Student Services

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 amOne Stop in Action Case Study - One Stop Shop: Owning the Middle

Nicole Deters
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 amPerformance Metrics - A Growing Imperative

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 amLunch/Networking
12:45 pmThe USD Model: Creating the "One-Stop" Shop for Students

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 pmBus to University of San Diego
2:30 pmOne 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 pmReception, University of San Diego

Tuesday, October 9

7:30 amBreakfast
8:30 amOne Stop in Action Case Study - "From Concept to Triumph - The Bellevue University Experience"

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 amOvercoming the Issues of Total Restructuring

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 amPartnership Showcase - Financial Literacy: Meeting the Changing Needs of Students and Families

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 amBreak
9:45 amOne Stop in Action Case Study – Moving to “No-Stop” Student Services – Is It Possible?

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 amPartnership Showcase - Improving the In-Person Student Experience through Customer Queue Management Solutions

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 amTransformational Leadership: Effecting Change & Ensuring Effectiveness of Change

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 amBreak
11:00 amClosing 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 pmConference Adjourns

Program Overview

2012 Integrated Student Services
October 7-9, 2012

Estimated CPEs:13


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NACUBO is registered with the National Association of State Boards of Accountancy (NASBA) as a sponsor of continuing professional education on the National Registry of CPE Sponsors. State boards of accountancy have final authority on the acceptance of individual courses for CPE credit. Complaints regarding registered sponsors may be submitted to the National Registry of CPE Sponsors through its website:

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