Leadership for the Next Generation of Service Delivery

Overview

The Institute for Student Services Professionals, a collaborative endeavor of six higher education professionals, presents this workshop in alliance with NACUBO. The program offers sessions for institutions at various stages of integrating student services and who are exploring ways to equip professionals with appropriate training and tools to provide student-centered service. Attendees will tour the University of Minnesota’s One Stop Student Services Office to see examples of effective delivery of student services through integration of functional areas. The University of Minnesota is a 1996 charter member and winner of the IBM Best Practice Partner Group for innovations in student services. Planned by student services professionals from Belmont University, Pepperdine University, Temple University, the University of Minnesota, the University of Pennsylvania, and the University of Washington, the workshop addresses topics such as leadership, customer service, measuring performance, technology, and teamwork, in a hands-on environment. A special feature will focus on learning about participant personality styles using the Myers Briggs Type Indicator (MBTI), taken in advance of the workshop in order to receive and use results during the opening session. Faculty will work interactively with participants and provide tools to help facilitate, lead, and participate in change while discussing service delivery for the next generation. Ample networking opportunities will be provided and encouraged. Institutions that have successful integrated student service models will be present to answer your questions. Who Should Attend Student Services Administrators Student Financial Services Directors & Managers Business Officers & Bursars Registrars Financial Aid Administrators Administrators & Leaders looking to implement or who have implemented “One Stop” or integrated student service models 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: Business Management and Organization Fees Early Bird Rate Member: $675.00 Non-member: $675.00 Standard Rate (after 9/4/2008) To assure timely processing, mail-in registration is available only until the early bird deadline. Please postmark form by 9/4/2008. Online registration remains open until program reaches capacity. NOTE: NACUBO professional development programs are often sell-outs. Please secure air and hotel reservations only after confirmation of registration.

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Schedule

Sunday, October 5
1:00 pm	Registration Opens
3:00 pm	Welcome
	Julie Selander, University of Minnesota
3:15 pm	Your Personality Style: How It Affects Your Work in Student Services
	Ruth A. Johnston, University of Washington Using the Myers Briggs Type Indicator Step Two results (taken on-line prior to attending the conference), participants will learn about themselves and how they can work most effectively with students, customers, co-workers and/or as leaders of teams.  Highly interactive and fun, the workshop will help build understanding of different communication styles, how to better solve problems, construct effective teams and improve customer service and leadership effectiveness.
5:15 pm	Reception and Networking
	Join your colleagues for appetizers and beverages at the Radisson University Hotel Humphrey Ballroom.
Monday, October 6
7:30 am	Breakfast
8:30 am	Keynote: Generation NeXt Comes to College
	Dr. Mark Taylor, Taylor Programs The cohort of young people from ‘Generation NeXt’ have characteristics and expectations that present unique challenges to those of us charged with teaching, assisting and supporting them through their educational experience. They were raised in very different social environments and have had very different formative experiences than any previous generation. Their academic preparation, self-esteem issues, consumer expectations, use of technology and styles of interacting can impact and, possible interfere, with their persistence and academic success. To effectively reach, relate with, and serve them, it is incumbent on us to understand who they are and how they got to be the way they are, and their unique challenges. Learn more about how to identify the impacts of the traits of these students on their educational persistence and success and how student services can best help these young people persist and reach their educational and personal goals.
9:45 am	Refreshment Break
10:15 am	Generation NeXt Goes to Work
	Dr. Mark Taylor, Taylor Programs Today’s young workers from ‘Generation NeXt’ are entering the workforce with characteristics and expectations that present unique challenges to those responsible for recruiting, orienting and initiating them into the professional world, as well as those supervising and retaining them once they get there. While recruiters and managers might find many of these young people adaptable, independent and technologically savvy, they may also have inflated ideas about their competencies, unrealistic expectations of the workplace, see themselves as consumers in the job market, and resent the traditional organizational structure. This session will provide attendees with a better understanding of the development during college and predictable issues of Generation NeXt as they enter the workplace, and describe what student services professionals and programs can do to facilitate the development of our students from Generation Next to help them transition and successfully enter the professional workplace. Suggestions for managing Generation NeXt workers will also be offered.
10:15 am	Customer Service: The Next Generation of Difficult Customers
	David Glezerman, Temple University Are you finding that today’s students want better and faster service when you have fewer resources?  What about the helicopter parents who have stopped hovering and now start to roll into our offices like tanks?   Find out how to work with the ever-changing customer base while coping with their increased demands and needs.
10:15 am	Mission Possible: Integrating Student Administrative Services
	Hung V. 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 universities?  This session will explore how the integration of student service functions facilitates learning and development of our students.
11:30 am	Lunch/Networking
12:45 pm	Exploring Various Models of Student Services Integration
	Paula Gill, Belmont University; Hung V. Le, Pepperdine University; & Frank Claus, University of Pennsylvania (retired) Panelists will describe their institution’s model, how each institution came to choose integration, how the integration is working, and then offer advice based on their own experiences to those embarking on this type of change. The moderator will pose questions to all panelists for discussion, and audience participation and questions are encouraged.
1:45 pm	Developing and Providing Integrated Student Services
	Mary Koskan, University of Minnesota The University of Minnesota will share their story of how they implemented their One Stop Student Services Center. With seamless service being the goal for their students, they developed an intensive cross-training curriculum to allow One Stop Counselors to answer questions and resolve problems from start to finish including the areas of registration, financial aid, and student accounts receivable.  One Stop services come in various forms including web, email, phone, and walk-in counseling. The presenter will describe their experiences and the challenges involved in design and implementation, applying technology, cross-functional training, and separation of duties.
3:00 pm	Tour & Presentations
	Tour guides will meet participants at the Radisson Hotel guiding them through the campus along the 4 block "Scholars Walk" (featuring monuments celebrating the research, scholarship, and teaching of award-winning faculty members and students) and will end at Fraser Hall, the headquarters of the One Stop Student Services Office. Groups will split up and rotate between two separate presentations: one will be with front-line professional One Stop Counselors and trainers with time for questions and answers; and the other will watch a One Stop video, tour the facilities, receive an informational packet of materials, and hear more about One Stop's outreach efforts. After the tour and presentations, One Stop staff will guide you two blocks down to the student union for a reception at the Campus Club. If you need accommodations for the tour, please contact Julie Selander at goode021@umn.edu.
5:15 pm	Reception at the University of Minnesota's Campus Club - Coffman Memorial Union
	Join your colleagues for appetizers, dessert, and drinks at the University of Minnesota’s Campus Club in the student union, providing amazing views of the Mississippi River and the East Bank campus. Feel free to stroll through the union on your own or visit one of the largest university bookstores in the nation. Free campus shuttle buses are available in front of the union building (on Washington Avenue) to take you the 3 blocks east back to the Radisson Hotel.
7:00 pm	Dinner on your own or with groups
Tuesday, October 7
7:30 am	Breakfast
8:30 am	Where Do I Begin?: A Step By Step Approach to Implementing Change
	Paula Gill, Belmont University As we all look for ways to improve or streamline our operations, we often wonder ‘where do I begin’?  This interactive session will introduce quality improvement tools useful for planning and implementing change.  The instruments include: affinity diagram, spider diagram, interrelationship diagraph, responsibility matrix, and partnership agreements.  These tools encourage collaboration while providing a framework for deliberate improvement.
8:30 am	Performance Measures as Tools to Measure Success and Improve: Are They Worth the Time and Effort?
	Ruth A. Johnston, University of Washington Explore with your colleagues the use and value of performance measures. You’ll find out why measures are used, what is measured, the process and value of them, and have a chance to talk about what you might want to measure. Using the Balanced Scorecard approach to measurement, you’ll be introduced to how Student Fiscal Services at the University of Washington measures operational effectiveness and progress in reaching their strategic goals, using the quadrants of Customer, Internal Processes, Financial and Learning and Growth.
8:30 am	Communications: Who? What? When? Why? How?
	Frank Claus, University of Pennsylvania (retired) Effective student services demands effective communications.  There is so much for students and parents to know, and for many the need is urgent and frequently may be the first and last time they will use the information.  To add to the complexity, communications is a two-way street.  Besides the things students need to know, there is a host of things they must do to satisfy the administrative process.  Schools have tried many approaches to help students through this maze and new ideas are always welcome.  This session will be a workshop wherein participants can share what has worked for them. Counseling face to face, web sites, letters, brochures, podcasts, texting, instant messaging, phone calls, chat rooms, videos, and other methods will be discussed. Participants will undertake an exercise in how to communicate an important change and share their ideas with one another. There will be no one answer, but this never-ending story will stimulate ideas you may wish to try.
9:30 am	Break
9:45 am	The Importance of Teamwork
	Paula Gill, Belmont University and Frank Claus, University of Pennsylvania (retired) Change is difficult to bring about.  It is not something which should be thought of as unilateral.  Certainly, changes will affect people and process, but the best implemented changes have been effected by teams of people, working together, focused on a common goal, where consensus and collaboration have been the methodology.  This session will present two case studies in how teams worked to bring about meaningful improvements.  It will demonstrate that real leadership occurs when the followers and the leader are all on the same team.
9:45 am	Leadership - Is There a Model that Fits All?
	David Glezerman, Temple University Many believe that leadership is an engrained trait and cannot be learned.  Others feel that managers and administrators can learn any and every necessary skill.  Learn in this session about various leadership concepts and traits, including John Maxwell’s leadership characteristics.
9:45 am	Online and In-line: Providing High-Touch Student Service in a High-Tech World
	Hung V. Le, Pepperdine University Online and In-line:  Providing High-Touch Student Service in a High-Tech World - Our students live in a world filled with high tech gadgets and well-developed online services.  Technology does not have to be impersonal.  If used effectively, technology can enhance the personal nature and quality of service that we provide to our constituents.
10:45 am	Break
11:00 am	Keynote:
	Dr. Nancy “Rusty” Barceló, Vice President and Vice Provost, Office of Equity and Diversity, University of Minnesota
12:15 pm	Conference Adjourns

Hotel/Logistics

Radisson University Hotel-Minneapolis

With a prime location on the University of Minnesota campus in Minneapolis and just a mile from downtown Minneapolis, the Radisson University Hotel - Minneapolis offers the kind of warm hospitality, inviting atmosphere and topnotch services sure to please business and leisure travelers alike.

The spacious rooms and suites at the Radisson University Hotel - Minneapolis feature such welcome amenities as sleep number beds, cable TV, voice mail, data ports, coffee makers, hair dryers and irons/ironing boards. All rooms at the Hotel Minneapolis provide complimentary High-Speed Internet Access.

Guests at the hotel can enjoy the convenience of an on-site fitness center, as well as complimentary access to the sports and recreational facilities of the adjacent University of Minnesota. Other convenient amenities at the Radisson University Hotel - Minneapolis include a gift shop, hair salon, restaurant and lounge, and complimentary transportation within a five-mile radius of the hotel.

The hotel is located at 615 Washington Avenue Southeast, Minneapolis, Minnesota. Parking is available on a first come, first serve basis, in the parking lot located behind the Hotel. A daily parking fee of $9.50 per day applies, which includes “in-and-out” privileges to registered overnight guests. Additional parking is available in the Washington Avenue Ramp that is connected to the hotel by an enclosed walkway with a maximum daily charge of $12.00.

For online reservations, visit the Radisson University Hotel website at: http://www.radisson.com/isspconference

When making reservations by phone, be sure to mention the block of rooms reserved by the Institute for Student Services Professionals (ISSP) conference.  For phone reservations please call 612-379-8888.

Visit the Radisson University Hotel-Minneapolis website for details, including restaurants, amenities, and nearby attractions.

Room Rate

Single: $129

Double: $129

For reservations, call 612.379.8888.

Rates are guaranteed until 9/4/2008, 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.

Certificates and CPEs

For more information, please visit the CPE Request Form page.

Dress

Casual business attire is appropriate.

Smoking

Smoking is not permitted at any meeting session or program event.

Additional Information

For additional information, please contact the following NACUBO staff members:

Anne C. Gross
Vice President, Regulatory Affairs
202.861.2544
anne.gross@nacubo.org

 

Faculty

Frank Claus
Vice President for Finance and Treasurer (interim) - retired
University of Pennsylvania

Frank Claus joined the University of Pennsylvania in 1984 to implement the Penn Plan, the University’s widely acclaimed response to providing low-cost student loans. In July of that year he was named Treasurer of the University.  Penn has remained on the leading edge in helping families cope with the cost of a high-quality private education.  In September of 1987, Frank was appointed Associate Vice President for Finance and given the mandate to continue Penn’s leadership in this important field.  In December of 1988, the Office of Student Financial Services was created by combining the Office of the Bursar, Student Financial Aid, Penn Plan, Collections, and Student Employment.  The consolidation has provided Penn’s students and their families with a focused approach to student finance.  Since then, the Office of the Registrar has been added to form the Office of Student Registration and Financial Services.  Shared services have resulted in greater departmental efficiency.

In July 2007, Frank became the Vice President for Finance and Treasurer resuming his prior duties as Treasurer as well as having reporting to him the Comptroller, Risk Manager, Research Services, Trust Administration, Financial Systems, Financial Training, and Student Registration and Financial Services.

Prior to his career at Penn, Frank was a senior officer at New Jersey National Bank, responsible for retail banking and at Provident National Bank where he was responsible for its branch system, private banking, and consumer lending.  He received a Bachelor of Science Degree in Finance from Drexel University and graduated from the Stonier Graduate School of Banking at Rutgers University.

Paula Gill
Associate Dean of Enrollment Services and Director, Belmont Central
Belmont University

Paula Gill is the Associate Dean of Enrollment Services and Director of Belmont Central, at Belmont University. Paula is past president of the National Consortium of Continuous Improvement in Higher Education (NCCI) which was formed in 1999 by national leaders in continuous improvement, organizational development, planning, quality, institutional effectiveness, and related areas. Prior to her current position, Paula served as Director of Student Financial Services, and Director of Financial Aid at Belmont.

During her tenure at Belmont, Paula served on the Student Services Streamlining Team which recommended and facilitated the implementation of Student Financial Services and Belmont Central. Student Financial Services is a collaborative process organization dedicated to excellent student service. Belmont Central, Belmont’s one-stop-shop for students, was recognized for significant achievements in student services by receiving the USA Today/RIT Quality Cup.
 

David R. Glezerman
University Bursar
Temple University

David R. Glezerman has worked in the collections industry for 28 years, with 24 years in educational receivables management. David has been employed at Temple University since 1986, where he is currently University Bursar. He has overall responsibility for handling over $260 million annually in loans and student accounts receivables. David was named Student Loan Coordinator at the Community College of Philadelphia (CCP) in 1979, where he initiated the collection effort for the National Direct and Nursing Student Loan programs. While at CCP, David was responsible for reducing default rates by more than 60 percent and for initiating a tuition receivables collection program for the college.

A graduate of Rutgers University who later earned an M.B.A. at Temple University, David founded the Educational Accounts Receivable Management Association (EARMA), an organization designed for institutional debt collection personnel in eastern Pennsylvania, New Jersey and Delaware. While serving as its founding president until 1989, EARMA grew from its 4 founding member schools to more than 90 institutions.

A speaker at numerous student loan and collections conferences and seminars, David has chaired the national Student Loan/Receivables Collections Conference and has worked with the National Association of College and University Business Officers (NACUBO) on its student loan workshop and Student Financial Services Conference as faculty and a member of the planning committee.

The co-author of NACUBO’s newest publication, Managing and Collecting Your Student Accounts and Loans: A Desk Reference for Educational Receivables Stewardship, David also has authored Student Loan Program Partnering: A Recipe for Helping Schools Help Themselves.

David has served as a consultant for the Department of Health and Human Services and is co-creator of the Higher Education Collection Specialist certification program for ACA International, the Association of Credit and Collection Professionals. Currently chairperson of ACA’s Government Services Program committee, David was named ACA’s 2004 Member of the Year and 2007 Instructor of the Year.
 

Ruth A. Johnston, Ph.D.
Associate Vice President, Office of Strategy Management, Finance and Facilities
University of Washington

Ruth A. Johnston is the Associate Vice President, Office of Strategy Management, Finance and Facilities, at the University of Washington.  Prior to assuming her current position in October 2007, Ruth was responsible for Student Fiscal Services. She focused on creating electronic self-services for students, developing outreach services for students to learn about managing finances and navigating bureaucracy, measuring effectiveness and developing staff into knowledge workers.  Her current assignments include leading strategic planning and measuring performance for Finance and Facilities (using the Balanced Scorecard approach), staff and leadership development, communications, and driving change and quality improvement.

Ruth served as program chair for the NACUBO Student Financial Services Conference for two years and recently completed her term on the executive board of the National Consortium for Continuous Improvement (NCCI). She offers a variety of consulting services and training workshops in leadership and employee development, process improvement, and change management.  Ruth received her Ph.D. in organization development and higher education in 1994.

Hung V. Le
Associate Vice President and University Registrar
Pepperdine University

Hung has spent the last 18 years in various fields of student services at Pepperdine University, including campus life, student financial services, 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, an integrated student service organization for the University. Hung currently oversees Pepperdine's Office of Student Information and Services which integrates the functions of OneStop, Student Accounts, Academic Advising, Academic Records, and Registrar.
 
 
Julie Selander
Senior Associate Director, One Stop Student Services
University of Minnesota

Julie Selander has worked in higher education administration and finance for 20 years. Her experience includes student loan servicing operations, tuition payment plan sales and marketing, as well as management positions in student accounts receivable, billing, collections, financial aid, and customer service. 

Julie is currently the senior associate director of the One Stop Student Services Office at the University of Minnesota providing seamless and integrated student services in the areas of enrollment, registration, financial aid, billing and student accounts receivable. Twenty-seven One Stop Counselors across three campus locations provide service via phone, e-mail, and in-person for over 51,000 students and their families on the Twin Cities campus.

Julie presents frequently on various topics related to higher education student services, serving as a faculty member for NACUBO, CACUBO, NASFAA, MAFAA, Higher Ed Hero, and other higher education organizations. She serves as a board member for Minnesota’s College Goal Sunday initiative and serves as a member of the Equity and Diversity Committee for the Minnesota Association of Financial Aid Administrators (MAFAA). Julie has authored several publications on student services initiatives. She has her bachelor’s and master’s degrees from the University of Minnesota and is currently a Ph.D. student in the Higher Education Policy and Administration program.

Mark Taylor, M.S.W., Ed.D. 
Director
Taylor Programs

Dr. Mark Taylor is an educator dedicated to helping colleges and universities better understand and serve our students for learning, development, persistence and successful integration into the ‘after college’ world. His pragmatic information and suggestions, grounded in data, has made Dr. Taylor a popular speaker, workshop leader and training consultant with numerous schools, colleges, businesses and professional organizations across the country. He has a Bachelor’s degree in Psychology and Biology, a Master’s degree in Social Work and a Doctorate in Counseling, all from the University of Arkansas. He holds academic appointments at Arkansas State University at Beebe and in the Graduate School at the University of Arkansas at Little Rock.

Building on over 25 years of experience in higher education, management and as a psychotherapist, Dr. Taylor’s resume reflects numerous professional publications and presentations at state, regional, and national events, as well as programs and consultations at over 100 schools in 38 states. He consults with businesses, including large corporations like 20th Century Fox, Wal-Mart and the US Army, on improving the efficiency of their multigenerational workplaces and more successfully recruiting and incorporating workers from all age cohorts; especially Generation NeXt. His recent articles include “Helicopters, Snowplows, and Bulldozers: Managing Student’s Parents” in the November/ December 2006 issue of the Journal of the Association of College Unions International and Generation NeXt Goes to Work in the Higher Learning Commission 2007 Collection. More information on Dr. Taylor can be found at: www.taylorprograms.com.

Dr. Nancy "Rusty" Barceló
Vice President and Vice Provost for Equity and Diversity
University of Minnesota

Dr. Nancy "Rusty" Barceló is the Vice President and Vice Provost for Equity and Diversity at the University of Minnesota and a nationally-recognized leader in the field, with over 30 thirty years of experience in equity and diversity in higher education. Dr. Barceló has been hailed as a visionary leader for transformational change around issues of equity and diversity and as an astute and dedicated administrator with a gift for community building.

From 2001-2006, Dr. Barceló served as Vice President and Vice Provost for Diversity at the University of Washington, and was the Associate Vice President for Multicultural and Academic Affairs at the University of Minnesota from 1996 to 2001.  Dr. Barceló also served as the Assistant Provost for Academic Affairs at the University of Iowa.  Dr. Barceló earned her Ph.D. and M.A. from the University of Iowa and her B.A. from Chico State University in California. 

Dr. Barcelo’s philosophy is that diversity is a University-wide responsibility, and that leadership on diversity must be collaborative and focused on building an inclusive community that values and affirms differences. Dr. Barceló also emphasizes that a diverse faculty and staff who serve as advisers, mentors, and teachers are central to ensuring student access and academic success, and that the University is accountable for diversifying the educational experience so that all students develop the competencies they need to live and work in the world’s diverse communities and workplaces. 

Once the only Chicana student at the University of Iowa, she has since become one of the nation’s most highly respected authorities on equity and diversity in higher education. She is also an accomplished storyteller, songwriter, and guitarist.