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Events and Programs
Events and Programs

2017 Integrating Student Services: Understanding and Exceeding Student Expectations

October 8-10, 2017
The Boston Marriott Peabody
Peabody, MA


Sunday, October 8

1:00 PMRegistration Opens
3:00 PMWelcome Remarks

Laura DiChiara, Salem State University
Julie Selander, University of Minnesota-Twin Cities

3:15 PMService Recovery: The Secret Ingredient in Your One Stop Student Service Center Experience

Scott James, Salem State University

When you think back on some of your most memorable customer service experiences, what do they have in common?  For most of us, they involve something that went wrong, but the organization fixed it in a way that exceeded our expectations.  Certainly service organizations (including One Stop Student Service Centers) must have solid operating plans that seek to avoid things going wrong, but the best operations also have good service recovery philosophies and follow through.
We will take a quick walk through the history of Salem State’s Student Navigation Center, as well as the results we have achieved; explore our service philosophy and how we bring that to life; and talk about institutional commitment to service recovery.  In addition, we’ll touch on the research literature in this area to better understand how service recovery is included in a corporate context.
The session will include some small group work, sharing and reflection – come prepared to engage!
4:45 PMHors D'oeuvre Reception and Networking

Monday, October 9

7:30 AMBreakfast
8:45 AMUnderstanding and Exceeding the Student Experience: A Student’s Perspective

Laura DiChiara, Salem State University

Ever wonder whether you are reaching an audience? Are the services your One Stop provides and the strategies used to interact and communicate with your student body working? Well, this is your opportunity to hear firsthand from current students!  This Q&A session, with students who attend multiple institutions across Massachusetts, will allow you to understand what your students expect from us, how we can better engage them and potentially exceed their expectations. The use of technology, communication styles and generational differences will be explored. Come learn how to really understand your audience.
9:30 AMBreak
10:00 AMManaging Change with Technology at One Stop @ SAC

Saravanan Sathiyaseelan, Nanyang Technological University

As establishing One Stop was a key University strategic initiative to improve service delivery to NTU students in a seamless and integrated manner with regard to their administrative, education, housing and financial needs, the aim was to implement an end-to-end IT Solution that delivers high quality, innovative and integrated student services. Saravanan ‘s team contributed to the design and development of a holistic IT System that strengthens business operations while closely integrating various functions. A number of high-level projects to enhance and automate services to ensure human interaction were minimized. With automation, the unbelievable was achieved; costs were saved and efficiency increased. All these while ensuring that all touch points through which students raise requests and queries to the administrative departments are fully integrated.
10:00 AMMission Possible: Integrating Student Administrative Services

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?  This session will lay the ground work for the possibilities that come through creating a One Stop, integrating student service functions that facilitate the learning and developing process of our students.
10:00 AMNavigating Assessment in the Penguin Service Center

Tysa Egleton, Youngstown State University
Maura Picciano, Youngstown State University

Data can be a powerful tool, if you collect it, analyze it and share it with others. BUT HOW? How do we assess our services? What are the best practices? How do we use the data to support the quality of our services? Where do we even begin? From beginner to expert, this session has answers to these questions for enrollment management areas. Whether you are just implementing assessment in your area, or looking to make improvements, the staff from Youngstown State University’s Penguin Service Center will share valuable information regarding establishing and measuring student learning outcomes through various assessments tools. Participants will be encouraged to share how they utilize assessment within their enrollment as well.
11:00 AMBreak
11:15 AMChange Leadership Ain’t for Wimps

Durwin Long, University of Wisconsin-Eau Claire
Brett Schroedel, University of Wisconsin-Eau Claire

Blugold Central, the newly formed student services one-stop center at the University of Wisconsin-Eau Claire, opened its doors on June 6, 2016.  It was formed through a consolidation of seven formerly stand-alone units.  The process of creating Blugold Central, consolidating multiple units, and developing new work processes was challenging enough – but because of a significant reduction in state funding for the UW System, Blugold Central also had to adapt to a 20% reduction in staffing.  Not surprisingly, Blugold Central’s creation and infancy stressed the people, processes, and systems involved.  This presentation focuses on change leadership and the way in which the actual enactment of change differs from the textbook theories.  The presenters will focus on lessons learned from their experiences during Blugold Central’s birth and first year of operations.
11:15 AMInnovation, Creativity, and Opportunity in Tough Times

Cynthia Bailey, University of Wisconsin-Marinette
Kristin Fillhouer, University of Wisconsin-Rock County
Brittany Nielsen, University of Wisconsin-Barron County
Courtney O'Connell, University of Wisconsin-Washington County
Carla Rabe, University of Wisconsin-Manitowoc

In 2015, the University of Wisconsin Colleges (13 2-year campuses connected to the UW System) faced significant budget cuts. The cuts required a total reorganization of the institution, including creating and implementing a strategic "one stop" student affairs approach at 13 unique campuses within six months. We will share our journey of leading and maintaining staff morale through change, implementing change while still providing good service to our students and lessons learned from the process. We will share best practices, ups and downs of the process, obtaining buy in and ultimately and what we have learned along the way.
11:15 AMWe Have Integrated Our Front Office Functions, Now Let’s Integrate Our Back Office Functions

Adam Ghiloni, Tri-County Technical College
Scott Harvey, Tri-County Technical College

During this session we will go through the process Tri-County Technical College took to go from three separate functional offices (Admissions, Financial Aid, and Records) to the creation of a Student Data Center housing a single student record.  We will discuss our old and new structures, the logic we used to determine what functions should/shouldn’t be integrated, how we kept separation of duties, and the impact on both students and staff.  Join us for this interactive session to determine if integrating your back office functions will work for your institution.  
12:30 PMLunch/Networking Sneak Peek at ISSP 2018
1:30 PMOne Stop Student Services Featuring Salem State University

Laura DiChiara, Salem State University

2:30 PMSalem State University Feature Presentation and Tours
5:00 PMReception and Networking

Tuesday, October 10

7:30 AMBreakfast
8:45 AMBeyond the One Stop Office, Opportunities to Enhance Integrated Student Services

Michelle Blum, Oakton Community College
Jamie Petersen, Oakton Community College
Cheryl Warmann, Oakton Community College

Students ask questions whenever and wherever for a variety of reasons—often outside the one-stop office when working with various student service professionals. Cross-training colleagues who specialize in areas such as academic advising, financial assistance, and student records to answer straightforward questions helps further reduce the “run-around”. This session focuses on cross-training our campus partners. Using a case-study method, session attendees will be able to describe a tiered service model, define duties/expectations from non-
one-stop employees, explain cross-training learning objectives, list teaching techniques, and identify approaches to assess learning.
8:45 AMDelight Today’s Hard-to-Please Students by Exceeding Their Expectations

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

How does your institution plan to delight today’s students by exceeding their service expectations? How will you drive up levels of student connectedness by delivering more communication channels and tools to engage students with? Wichita State University will share how they leveraged new solutions to exceed student expectations and deliver highly personalized and engaging experiences through a 24/7 virtual one stop. The new infrastructure has helped WSU extend its current staff resources, improve student satisfaction, re-enrollment, and financial aid processing, and ultimately, increase student persistence and success.
8:45 AMThe 3 Cs Required for Building and Sustaining an Effective Team – Clarity, Consistency, and Communication

Paula Gill, Belmont University

Is your team going through or planning for change?  Are you a part of a Dream Team or does your team need to work more effectively together? During this interactive session, you will learn more about three essential elements of team building that will improve your long term planning and your day to day work.  You will learn about strategies and tools to help you build a great team while ensuring all team members are striving together toward a common goal.

Clarity:  Teams must have clarity of vision and understand each member's role in achieving team goals.

Consistency: Teams must receive and deliver consistent messages and actions in support of their common vision.

Communication: Critical to achieving Clarity and Consistency, accurate and timely communication must be part of any team building plan.
9:30 AMBreak
9:45 AMCommon App, EFC and PLUS, Oh My! Breaking the Spell of Confusion that Families Have About Planning and Paying for College

Jeff Bentley, Invite Education
Amy Stewart, Salem State University

Advising families on how to navigate the jargon and acronym laden process of planning for and financing college leaves many professionals as overwhelmed and anxious as the families seeking their counsel. This interactive session will empower you with the information, tools, and services you need to demystify the college application and financing process. You will have the opportunity to share your experiences as we discuss some of the anxieties families feel as they are starting their college experience.
9:45 AMDeveloping a Comprehensive Staff Training & Development Program for Integrated Student Service Models

Josh Geiger, University of Minnesota-Twin Cities
Julie Selander, University of Minnesota-Twin Cities

Creating a successful and comprehensive staff training and development program for an integrated student services model can be a challenge, but one that is worth the investment. The investment pays off through: an expanded knowledge-base for staff, higher levels of accuracy and consistency of information being delivered, improved efficiencies, a reduction in customer complaints, as well as happier and more satisfied staff. These in turn can increase morale, decrease turnover, and reduce the costs of further on-boarding and training.  Learn about the University of Minnesota's comprehensive strategy for delivering and assessing new staff and on-going refresher training programs, as well as implementation of professional development initiatives for growing the next set of leaders in the organization.
9:45 AMThe Right People, in the Right Place, at the Right Time: Using Data to Optimize Service Delivery

Courtney Cook, The Ohio State University
Paul Thompson, The Ohio State University

The phones just blew up!  There’s a line out the door!  Email is out of control!  Who do you move where?  Buckeye Link at The Ohio State University turned to contact center principles to find a better way to manage the daily challenges of balancing staff across multiple contact channels.  This session will explore the principles that guide the scheduling and planning operations within Buckeye Link and how you can adopt a similar approach in your one-stop.  First, we will review the importance of establishing clear Service Level and Response Time targets.  Next, we will discuss the data and tools required to determine your staffing needs. Finally, we will share how we use our staffing model and other contact center tools to schedule staff and predict and prepare for staffing shortfalls.
10:45 AMBreak
11:00 AMTown Hall & Information Sharing

Ruth Johnston, University of Washington, Bothell

12:00 PMClosing Remarks

Julie Selander, University of Minnesota-Twin Cities

Program Overview

2017 Integrating Student Services: Understanding and Exceeding Student Expectations
October 8-10, 2017


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