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Events and Programs
Events and Programs

2016 Integrating Student Services: Transforming the Student Experience

October 23-25, 2016
Knoxville, TN


Sunday, October 23

1:00 PMRegistration Opens
3:00 PMWelcome Remarks

Darren Curry
Julie Selander, University of Minnesota-Twin Cities

3:15 PM"Get a GRIP on Your Team; and Yourself"

John Poirier, Poirier & Associates, Inc.

Teams have become the basic organizing unit in most organizations including higher education.  Most individuals are on one or more teams.  Specific to Student Services, teams have become an integral component to working cross functionally.  Yet, most of us have received little training on how to observe team dynamics or become an effective team member.  In this keynote session, you will examine concepts and practice skills that will enhance your ability to understand team processes and how you can influence what happens.  In other words, you can lead from where you sit increasing your own personal effectiveness as well as that of the team. 

More specifically, in this session you will learn:
  • Your "team player" style and how to expand on it when appropriate.
  • How to determine others' styles and how to leverage their strengths.
  • A practical and easy guide for what to look for in groups.
  • A menu of interventions you can initiate to help teams that are stuck.
You will leave this highly interactive session empowered to be a more confident and effective team member, fully prepared to experiment with new approaches to your work on teams at your institution.
5:00 PMReception and Networking

Monday, October 24

7:30 AMBreakfast
8:45 AMTransforming the Student Experience

Kari Alldredge, University of Tennessee
Susan Martin, University of Tennessee

10:00 AMCombined Enrollment Services: New Kids on the BU Block

Marissa Chechette, Boston University
Sylvia Cypher, Boston University

On July 1st, 2013, Boston University's Enrollment and Students Affairs created a new department, Combined Enrollment Services (CES). Charged with handling customer service for Undergraduate Admissions, Financial Aid and the Registrar's Office, one of the missions of CES was to reduce the "BU Bounce" that both applicants and students have historically faced at BU. Before being able to address this student issue, CES had to first manage the silos and varying cultures that each home office presented. By managing this unit-wide change through extensive communication, CES has been able to streamline various processes and build a cross-trained staff that has been able to better serve our community over the past three years.
10:00 AMHow AU Central Identifies Trends and Influences Process Improvements (hint: very carefully)

Gene Logan, American University

AU Central is the one-stop student center at the American University for financial aid, student accounts, registration, and veteran services. We were created to improve the student experience. From even before we opened six years ago, we had to learn how to work without business offices to streamline services, improve communication and stop students from having to visit multiple offices all over campus. Daily challenges included different reporting lines, territorial staff, and addressing the feeling that everything was working just fine. In this session, I will share how we carefully worked to improve the student experience, what has not worked very well, and the lessons learned along the way.
10:00 AMStrategy Planning Through Implementation

Ruth Johnston, University of Washington

This interactive session will introduce the concepts of strategic planning, value of conducting a SWOT (Strengths, Weaknesses, Opportunities Threats) analysis, how to construct a strategy map (mission, vision, values, strategic goals) using the Balanced Scorecard approach, create action plans using Lean methodology, and how to use strategy to lead change.  Time will be devoted in the session to work on developing a strategy map and an activity charter. Participants will be encouraged to share their experiences with planning, at the unit, organizational and institutional levels.

11:00 AMBreak
11:15 AMAn Integrated Student Service Model + A Customer Relationship Management System = A World Class Student Experience

Jennifer Amaya, University of Massachusetts Lowell
Tara Krch, University of Massachusetts Lowell

In response to the 50% enrollment growth from 2007 to 2014, UMass Lowell implemented a one-stop service center, The Solution Center, to improve customer service and increase student satisfaction. The Solution Center was designed to improve service delivery from the "Home Offices" of the Registrar, Student Financial Services and Financial Aid through expanded self-service opportunities, improved communications, simplified processes and policies, and increased efficiency and effectiveness of operations. The implementation of the Solution Center led to the university's adoption of Salesforce, a cloud-based customer relationship management system (CRM), for managing interactions between students, parents, faculty, and staff. This presentation will focus on UMass Lowell's utilization of a CRM and its impact on business process efficiency, data-based decision making, staff performance, and the student experience.
11:15 AMExperiencing Processes Through the Eyes of Students

Paula Gill, Belmont University
Hung Le, Pepperdine University

Even before our students set foot on our campus, they have experienced who we are and what we do. As we consider how we best serve our students, it is important to see things through the eyes of those whom we serve. Different perspectives will be explored as we consider how we might wholly transform the student experience.
11:15 AMInvesting in Student Staff to Expand the One-Stop Service Model

Betsy Everts, University of Minnesota-Twin Cities
Andy Fields, University of Minnesota-Twin Cities
Jerrad Harrison, Miami University

Have you ever thought of implementing student staff into your model? Not sure how to begin or where to get started? Miami University (Ohio) and the University of MN-Twin Cities will share their story on how they identified the need for, implemented, and continuously improve their service using student staff. The two Universities will compare and contrast their models and discuss the successes and challenges they have experience. This session will focus primarily on the training of student staff, creating a tiered support system, establishing a call center, and continuous evaluation of the structure. Furthermore, they will discuss the cost benefits of using this model, preferred hiring qualifications, staff assessments, statistics, and strategies to maintain student employee morale. This presentation would be useful for any school looking for an innovative way to meet customer service expectations, and/or improve their current One-Stop model.
12:30 PMLunch/Networking
12:45 PMSneak Peek of ISSP 2017
1:30 PMOne-Stop Express Student Services at the University of Tennessee

Darren Curry

2:30 PMTour of One-Stop (transportation provided), The University of Tennessee, and Presentations
5:00 PMReception and Networking

Tuesday, October 25

7:30 AMBreakfast
8:30 AMIt's All About Personalization - How to Set-Up Your One-Stop Shop

Lisa Hansen, Wichita State University
Anthony Humphreys, Blackboard Inc.

Institutions are under pressure to meet greater student expectations, achieve higher enrollment numbers, focus on educational outcomes, and drive solutions to workforce needs. Meanwhile, the resources available to achieve these initiatives are stagnant or declining. While the mission of the institution may remain dedicated to creating educated citizens, they will only accomplish this by seeking new strategies to meet the challenges of a changing cultural landscape. This means recognizing that serving students on their terms by providing 24/7/365, multi-model support is a must-have in today’s education climate. Learn how Blackboard Student Services partnered with Wichita State University (WSU) to create their own personalized student service One-Stop Shop – a single, virtual and sometimes physical system for managing student applications, enrollment, registration, advising, financial aid and student accounts.  The new infrastructure has helped WSU and many other institutions improve student satisfaction, achieve better metrics when it comes to managing re-enrollment, financial aid processing, and ultimately, increased student persistence and success.
8:30 AMTelling Your One-Stop Story: Letting the Data Do the Talking

Paula Hanley, Harper College
Crystal Loggins, Harper College

Looking for a high-tech, low-cost solution for capturing data/ Not ready to take on a CRM? Looking for easy end-user adoptability? Worried about case management, data integration, email, web forms and easy reporting? Not sure what data you need? This session has the answers and the tool to help you shape your story. We will share how the One-Stop at William Rainey Harper College Implemented Service Desk Plus to create a compelling story with data. We will also share implementations and training plans and other creative things we are doing with this tool.
8:30 AMTransforming the Registration Process

Hung Le, Pepperdine University

Central and integral to the college experience is registering for classes. It is a time when departments from throughout our institutions are involved and have our own requirements. it can be a cumbersome and frustrating process, or it can be something completely different. We will attempt to look at various models and share ideas on what we might do together to enhance our students' academic experience.
9:30 AMBreak
9:45 AM#GoingSocial: Increasing Awareness of Educational Funding Opportunities through Social Media

Paul Aries, Nelnet Campus Commerce
Nick Prewett, University of Missouri, Columbia

Millions of students and parents are active on social media sites, yet only 30% of financial aid professionals report using social media to inform families about educational funding opportunities. In spite of limited time and staffing resources in financial aid and business offices, executing a social strategy can help reduce phone calls in the office, increase credibility with families, monitor student and parent concerns, and raise awareness about educational funding for students. As a result of participating in this session, attendees will feel more comfortable implementing a social media strategy and will learn:
  • Why social media is an effective and efficient way to reach students and parents.
  • Tips on introducing a social media plan for employees who are new to social media.
  • Tips on improving an existing social media plan.
  • Which institutions to look to for examples.
  • Which resources can help streamline your social strategy.
9:45 AMIntegrated Student Services: An Academic Perspective with Practical Application

Rosemary Cooper, University of Texas at Tyler

This session provides a rich discussion regarding academic research examining integrated student services/shared services environments in the context of higher education enrollment management divisions. The research performed examined 121 higher education institutions in the United States that provide a one-stop-shop or enrollment services center. The session will highlight the unique structure of the shared services unit and the perception of employees regarding management practices, structures, task requirements and individual skills/abilities, and motivation. An analysis of employees that make up these units will be examined. The role of employee engagement will also be addressed as it relates to retaining integrated student services professionals.
9:45 AMPutting Students First: Customer Service Standards and Excellence in the Student Services Center

Kelly Cottell, The Ohio State University
Kara Miller, The Ohio State University

Research suggests that customer service has an impact on student retention, and students are demanding better service seemingly each year. How do you deliver superior customer service in an environment where the customer isn't always right, resources are often limited, and processes and policies sometimes make it difficult to truly delight your customers? Learn how how the Student Service Center at The Ohio State University delivers excellent service to all customers. We will share our process for developing our customer service philosophy and standards, how we built service excellence into our culture, how we hire and promote for service excellence, and how we reinforce service excellence on a daily basis.
10:45 AMBreak
11:00 AMTown Hall and Information Sharing

Ruth Johnston, University of Washington

12:00 PMClosing Remarks

Program Overview

2016 Integrating Student Services: Transforming the Student Experience
October 23-25, 2016

Estimated CPEs:11


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