October 27-29 | Miami
NACUBO’s professional development programs are designed to deliver the skills, concepts, and best practices for success to individuals in the business of higher education. The following course information is provided to help you determine the best learning experience to meet your needs
Phone Reservation: 305.374.0000
Rates guaranteed until: 9/26/2019 (subject to availability)Welcome to the Hilton Miami Downtown where you will enjoy sophisticated rooms and suites, first-class leisure facilities and stunning panoramic views of Biscayne Bay. Discover miles of white sandy beaches and South Beach entertainment just minutes away. The hotel is conveniently located only a 15-minute drive from Miami International Airport (MIA) and five minutes from the Port of Miami.
Lisa Perry, University of California, Merced
Hung Le, Pepperdine University
George Yanchak, West Virginia University
ISSP has served as an effective community where we have been able to share our best practices, learn from each other’s mistakes, and work together to strengthen our profession as student services professionals. In this session, we will hear from a panel of professionals who have added much to our community of practitioners and learners. They will share lessons learned, as well as their vision for the future of student services.
Ruth Johnston, Ph.D., University of Washington, Bothell
Building on what you learned from our panel of experienced one stop leaders, discuss with colleagues your current program, aspirations, challenges and what you came to ISSP to learn. This interactive session will help orient you to the conference, begin valuable networking relationships, and help you set your learning goals. Prepare to have some fun, learn and share with one another.
Hung Le, Pepperdine 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, 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.
Keith Gonzales, Brigham Young University
Brenton Jensen, Brigham Young University
Noelle Smith, Brigham Young University
Can we proactively make a difference in a student’s success? Does an admission decision made by a university imply their belief in a student’s ability to succeed and their willingness to support them? Can we identify at-risk students and the factors that lead to their success or failure? We asked ourselves these questions and luckily the answer is, YES! We can make a difference and we would like to introduce you to our Student Success Initiative. Our goal in developing this program has been to begin a successful relationship between an at-risk student and our university. Our origins led us to start with pre-arrival advising for at-risk students and guiding them through their first semester. The results have been increased collaboration with these students and the greater university community. As integrated student services professionals, we are in a unique position to make a difference in a student’s success by utilizing our knowledge base in admissions, financial aid, scholarships, registration, and student accounts. Our position also allows us to influence a variety of policies and practices, and involve the campus community. By engaging a student early across a wider range of issues, universities can create outstanding student experiences. Come learn about how a one stop model can play a larger role in student success.
Ariel Del Rosario, New York University
Andrew Hess, New York University
Marisol Marrero, New York University
The StudentLink Center has transformed how student services are delivered at New York University. Our highly efficient student-centered one stop model focuses on simplifying services by removing barriers from the business of being a student. Our motto is “Student Services Simplified” and our multilingual cross-trained team provide high quality, efficient and accurate services as we are respectful of a student’s time by avoiding the runaround. We will show how we maintain a friendly warm touch environment that leverages technology to streamline business processes, collect data and utilize obtained data to cross train our team and improve productivity. We will show how through continuous process improvement we re-access our business processes to maintain and surpass our service level agreements and improve customer service satisfaction. We have leveraged our StudentLink team to spearhead new initiatives and outreach efforts that have contributed to university-wide efforts; all the while increasing team satisfaction and professionalism in their respective roles. Participants attending this workshop will walk away with a firm understanding of how our service model works and how data collection can serve to enhance and inform cross-training efforts, as well as transform their business model by increasing productivity and surpassing service level agreements. We will encourage attendees to go back to their campus and look at their environment with a fresh new perspective to discover the hidden potential in their team and environment.
Jay Stefanelli, Rutgers, The State University of New Jersey New Brunswick Campus
Stephanie Jones, Rutgers, The State University of New Jersey New Brunswick Campus
Deepa Bhalla, Rutgers, The State University of New Jersey New Brunswick Campus
Assessment is important in gauging student success as well as determining satisfaction levels outside of the classroom experience. However, getting started with developing meaningful assessment can be daunting, particularly when your primary role is providing that service to students. While assessment can seem overwhelming, it does not take prior experience and an expertise in assessment to be implemented. This presentation details an overview of basic features of assessment, different components of assessment, and the many types of assessment to consider for integration into our work with students. The presentation will also investigate surveys as an assessment tool, their utility, and guiding principles in developing an actionable survey that can produce useful applicable information in documenting and subsequently improving the student experience in a One Stop Student Services model. This hands-on presentation will give participants the chance to evaluate and develop survey questions as they relate to the student experience in a One Stop Student Services Center. Additionally, the presentation will provide areas for consideration necessary to obtain meaningful data to quantify the work that we do in student success thus deriving an evidence-driven direction on how to enhance that service further.
Brigitte Williams, CUNY Borough of Manhattan Community College
The concept of servant leadership is the model of customer service implemented at Tier one of the One Stop at BMCC; implemented in July 2018, building a cohesive team utilizing servant leadership has led to the increase of student satisfaction and positive employee and student experiences. A team is said to be in a state of cohesion when its members possess bonds linking them to one another and to the team. Teams are the basic structure of how projects, activities and tasks are being organized and managed within Higher Education Institutions worldwide. The work done in teams provides many advantages and benefits. Team members of highly cohesive teams will be more cooperative and effective in achieving the goals they set for not only for themselves, but for the overall team. Servant leadership recognizes success, encourages growth as well as fosters a sense of community in the workplace. Servant leadership can help improve the cohesiveness of teams as it allows the ability to focus on improvement of process through improvement of the person. Utilizing Servant Leadership to foster cohesive teams will create an atmosphere where team members can fully commit to team decisions and strategies, creating accountability among the team. By utilizing a servant leadership approach, a team can improve cohesiveness and realize improvements in overall job performance, enhanced creativity, higher customer service quality, and improve employee retention. A cohesive team with a serving culture can be impactful and help provide ongoing positive student experiences.
Barbara Ebert-Balzano, Columbia College Chicago
This session will discuss Columbia College Chicago’s new one stop model that includes both in person customer service and our comprehensive student outreach model. During this session, we will provide insight on how we identify groups of students who are at risk for attrition, academic warning's/probation's, have holds preventing registration, or need financial aid assistance and how we assist them in removing obstacles to persistence. We will discuss our creative, nonjudgmental communication approach and calendar and how we collaborate with other key college constituents, such as Academic Advising, to better serve these populations in a unified and cohesive manner reducing confusion and increasing transparency. Enhancing continuous student engagement with their individual student account from their first day of class until graduation, is our goal, and will result in increased retention and on-time graduation. In addition, we will provide insight on our case management approach, and how we empower one stop counselors to serve as student advocates. Empowering staff allows them to identify more than the issue at-hand and as a result can manage a student’s issue through to completion, and provide better guidance; likewise, students will be able to make better informed decisions along their path toward graduation.
Katie Burgess, University of Alberta
Lisa Hansen, Wichita State University
Does your institution’s student services’ delivery model aim to capture the needs of your campus community? Do you serve a diverse student population that requires a pathway to academic success? Are you curious about how to create a student-centred philosophy that aligns with your service delivery model? With the growing demand to implement one stop shops in post-secondary institutions, an integrated advising model has proven to become most effective in providing top notch student services that are responsive to the needs of the student body. This session will explore the similarities and differences between American and Canadian universities’ one stop shop centers, as well as their unique use of an integrated advising model that aids in student success. A shared experience regarding the challenges and success of operating a one stop shop will be part of the discussion, along with the implementation of a strategic program development plan, and a structured academic support that have influenced each participating universities’ advising philosophy. Featuring Kansas’ Wichita State University’s OneStop and Canada's University of Alberta’s student services centre, Student Connect; we invite you to join us in learning more about integrated advising models and how to create a personalized advising philosophy for your institution's one stop shop.
Before departing on our bus trip over to Florida International University, hear from FIU leadership about the OneStop Enrollment Services model.
Dismiss to board conference buses. All participants will be directed to the Student Academic Success Center (SASC) lecture hall for instructions on presentations/tours.
Follow your guide on a short walk to the SASC Building.
Stacy Felix, University of Massachusetts Lowell
Tara Krch, University of Massachusetts Lowell
The Solution Center was implemented to serve the UMass Lowell community as a centralized service center. The goals were to improve service delivery, streamline communications, simplify processes, and increase efficiency of cross-departmental operations with our partner offices. As we approach our five year anniversary, the Solution Center has evolved to become much more than a service center. This presentation will provide an overview of the collaborative partnerships that have made the Solution Center a contributor to strategic initiatives and to the development and expansion of programs across the campus community.
Laura Ericson, Chippewa Valley Technical College
Laura DiChiara, Salem State University
It’s no secret that financial literacy is becoming a top priority for many colleges and universities nationwide. With one stop departments often working closely with student accounts and financial aid, integration of financial literacy is often a natural fit. In this session, you’ll hear about the trials and tribulations of the creation of financial literacy programs within both a small technical college and a large university one stop student services department. Topics covered will include getting buy-in, finding funding, and creating engaging and relevant content that gets students coming back for more.
Justin Louder, Texas Tech University
Making the transition from on-campus to on-line is an orchestration of changes across the institution… with the student services component often being the last thing to change… even though admissions, financial aid, and student accounts is the access point to the curriculum. Over the last 23 years, Texas Tech has expanded from a traditional, on-campus student experience to a global online organization including a large initiative to pull in students while they are still in high school. Learn more about this transition, lessons learned, and a path toward the next generation of student support from Justin Louder, Associate Vice Provost eLearning & Academic Partnerships
Jesse Boeding, University of Pennsylvania
Chrissy Kintner, University of Missouri, Columbia
Kimberly Laney, University of North Carolina at Charlotte
Mark McNasby, Ivy.ai
Your student support team are Super Heroes with deep knowledge, expertise, and passion! With increased competition, broadening student expectations, and emerging accountability standards, student services teams are out of capacity and chatbots are showing impressive results in improving the student service experience through augmentation of people with technology. With multiple ways to adopt and deploy the technology at the department and institution level – creating an evolution of processes and data – enabling the super heroes, those with the greatest impact on enrollment, retention, and completion metrics, to have more time with students. Join this dynamic panel discussion with UNC-Charlotte and Missou to explore how they unlocked this emergent technology, their lessons learned, and what’s next on the student support horizon.
Sheenah Hartigan, Ocean County College
Screenagers. The IGen. The Bubble Wrap Generation. By 2020, this new generation of students will account for 40% of the consumer buying power in the United States. In order to meet their needs, institutions will need to utilize innovative technologies and new communication strategies. Learn how Ocean County College is connecting with Gen Z to increase institutional engagement and increase enrollment.
CortneyJo Sandidge, University of Nebraska at Lincoln
Jennifer Love, University of Texas System Administration
Are you in charge or on a committee tasked with opening a one stop at your institution and you are wondering how to get started? Join this session to learn more about two universities that recently opened one stops--the Texas One Stop at the University of Texas Austin, and the Husker Hub at the University of Nebraska Lincoln. Hear about what their development processes looked like, tips on managing priorities, working in collaboration with other stakeholders and preparing staff and students for the change. Learn how to engage faculty and students in new and creative ways and to build on interaction and engagement points to strengthen relationships.
Ruth Johnston, Ph.D., University of Washington, Bothell
Continuing with the topics you identified on Sunday at the opening, the closing Town Hall session will offer two rounds of table conversations facilitated by ISSP Board members and others, aimed at helping you deepen your understanding of what you learned at the conference, to share with peers, and identify take away ideas to implement when you return to your institution.
Julie Selander, University of Minnesota-Twin Cities
Participants will be awarded up to 8.5 CPE credits for this group live event. CPE credits can be earned in the following categories: Specialized Knowledge
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 www.nasbaregistry.org.
September 16-17 | Pittsburgh
October 27-29 | Atlanta
October 29-30 | Atlanta