2018 Integrating Student Services: Enriching the Student Experience

Presenter(s):

Julie Selander, University of Minnesota-Twin Cities

Kara Miller, The Ohio State University

Presenter(s):

David Graham, The Ohio State University

What does it mean to be a leader in higher education today? Leading evolving organizations through myriad changes, finding ways to get staff to buy in to those changes, and collaborating with key stakeholders across campus are just some of the challenges leaders face today. Dr. David Graham, Assistant Vice Provost for Student Academic Success at The Ohio State University, draws on his experiences leading significant change, while always keeping student success at the center of the organization, to share practical advice and take-aways on what it means to be a leader in higher education today.

Presenter(s):

Kara Miller, The Ohio State University

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.

Presenter(s):

Anna Nichols, Colorado Mesa University

Kelly Reuss, Colorado Mesa University

Have you been trying to figure out how to incorporate academic advising into your one-stop model? Colorado Mesa University (CMU) started our one-stop with the members of the academic advising department, and incorporated services related to financial aid, student accounts, and registrar’s office into this core. This presentation will go over the strategic development, cross-departmental training, and operational transformation that resulted in CMU’s “new” department, Integrated Resources for Information and Solutions or IRIS. The IRIS Advising and Financial Counseling Center is where students can get help with anything from academic advising through financial support, creating a holistic experience for students at any stage of their academic careers.

Presenter(s):

Stephanie Albrecht, Columbus State Community College

Lisa Perry, University of California, Merced

In 2009, when the Students First Center (SFC) SFC underwent its first Program Review, they were the only One Stop in the UC system. The One Stop concept was relatively new to higher education, there wasn’t a lot of information sharing and there were no industry standards. Since that time, there has been tremendous progress in the field of One Stops; CAS (Council for the Advancement of Standards in Higher Education) has developed standards for “Multi-Functional Areas” (MFA), there are now formal methods for sharing information across the industry, there is a large annual One Stop conference and there are numerous One Stops who have emerged as leaders in the field. In August of 2017, the SFC began their second Program Review. This time around the SFC partnered with the Director’s from both UC Berkeley and Columbus State Community College to evaluate the departments operations and to develop recommendations for resources and improvements. This presentation will walk you through our journey and showcase the new partnerships formed by these institutions as well as the outcomes achieved by the SFC. Join us for an exploration through the One Stop’s history and to learn how you can leverage the Program Review process for your own One Stop’s growth.

Presenter(s):

Maia Noll, University of Minnesota-Twin Cities

Trinity Muller, University of Minnesota-Twin Cities

Ian Macomber, University of Minnesota-Twin Cities

Julie Selander, University of Minnesota-Twin Cities

Explore the concepts of diversity, equity, and inclusion through initiatives undertaken by One Stop Student Services at the University of Minnesota. Hear how an emphasis on empowering staff to lead diversity work is creating a cultural shift towards a more inclusive workplace and creating a more welcoming service experience for students. Suggestions for incorporating a diversity, equity, and inclusion mindset in hiring, onboarding, training, quality assurance, and evaluations will be shared.

Presenter(s):

Sheri Willis, University of Washington, Bothell

Pamela Lundquist, University of Washington, Bothell

Husky Hall was originally a nursing home, and UW Bothell filled it with disparate units include admissions, cashiering, faculty offices, the Husky ID card, commuter services, international student services and more. Students, faculty, and staff found the building unwelcoming and confusing. Join this session to learn about how we created a new approach to service, mapped the process and improved workflow efficiency. Using Lean, the team learned about current state, the 8 deadly wastes, and together, created a new and improved future state to better serve customers. This session will give participants improvement examples as well as hands on practice with Lean tools and methods including process mapping and how to develop and use metrics to make the case for permanent change.

Presenter(s):

Tysa Egleton, Youngstown State University

Have you ever listened to the lyrics of the Cha Cha Slide? The words are so simple, yet drive you through the beat of the music. Creating an all-inclusive training program and professional development plan for staff does not have to be routine, it can be just as energetic as the Cha Cha Slide! Learn how Youngstown State University turns out training for new and veteran staff and gets funky to advance staff's interpersonal, networking and leadership skills. Participants will be able to: learn about YSU's training modules and assessments for new staff; learn about YSU's continuous training modules and assessment for veteran staff; become versed in YSU's professional development planning; discuss and share lessons learned around training and professional development.

Presenter(s):

Marcelina Nowosadzki, Nelnet Campus Commerce

Seema Agarwal, Boston University

Erin Zuzula, University of Massachusetts

Everyone in Higher Education can agree that the only constant is change. Every year, students change, processes change, tuition rates change, rules and compliance regulations change and, very often, systems change. In fact, major changes like with an ERP, Financial Aid, Registration System, or eCommerce provider are especially daunting but often necessary. So how do you manage change while minimizing any negative impact on student services, efficiency, and employee morale? In this session, we will share real-life lessons we have learned and developed with partner institutions undergoing major changes to their business and student service models. We will discuss planning, executing, and evaluating on-campus projects to effectively manage change to ensure it is change for the better!

Presenter(s):

Kara Miller, The Ohio State University

The Ohio State University representatives will lead conference participants on a tour of their Buckeye Link.

Presenter(s):

F.A. Walden, Temple University

Donna Miller, iGrad

Celeste Roberts-Ruffin, Temple University

The session addresses where traditional loan counseling has fallen short. The Department of Education’s Annual Loan Counseling Experiment will be explained and of what may follow. Components, implementation, execution and best practices of successful financial literacy initiatives as well as how comprehensive financial literacy programs can improve soft skills and customer satisfaction of both students and—at times—parents will be discussed. Financial literacy programs’ positive effect on student preparation for personal finance issues during enrollment as well as post separation will be showcased.

Presenter(s):

Thomas Taff, University of Minnesota-Twin Cities

Julie Selander, University of Minnesota-Twin Cities

How can we know if our work has a positive impact and value in our students’ lives? Using an analytical perspective, One Stop organizations can better demonstrate their value in the goal of supporting student degree progress and financial well-being. A comprehensive analytics program should attempt to measure the scale and reach of services; tie services with student success metrics; and develop proactive strategies based on evidence. One Stop Student Services at the University of Minnesota - Twin Cities shows how they are utilizing Customer Relationship Management (CRM) and student records for new approaches in data analysis and visualization in order to “tell the story” of student services and student success.

Presenter(s):

Elsa Klassen, Brandman University

Judi Sveen, Brandman University

Kailani Quichocho, Brandman University

Scott Saltman, Brandman University

This presentation provides audience members insight on how Brandman University One Stop members overcome the issues commonly not seen as One Stop in nature. During this presentation, we discuss how One Stop couples with other departments such as outreach, recruitment, and both our military and financial aid offices to provide a unique student experience while yielding exceptional results for the student and Brandman University together. Areas included will include leveraging technology, effective AR management strategies, standardization of processes, and other common barriers.

Presenter(s):

David Glezerman, Temple University

Mark McNasby, Ivy.ai

Are you having trouble communicating with the newest generation of college students? No wonder - this generation grew up with texting. They want instant responses, at any time of the day. At Ivy, we’ve found a way to bridge this generational gap. Ivy is an artificially intelligent self-service chatbot for higher education. We improve student success by providing one-stop, on demand answers to students’ most pressing questions, 24-7. AI chatbots eliminate the redundancies, inefficiencies, and frustrations experienced by everyone when navigating the resources available in a university system. With one of our campus partners, David Glezerman, Assistant Vice President and Bursar of Temple University, we’ll explore how schools are using chatbots to automate their service processes in a way that benefits both students and staff.

Presenter(s):

Misty Mahefkey, Columbus State Community College

Jessica Plannick, Columbus State Community College

Interested in learning about innovative ways to create a knowledgeable, well trained, and invested team? Join staff members from Columbus State’s Student Central to explore tools and resources to help guide training in an integrated services area. We will also discuss ways to motivate a team in order to help them perform at a high level, work together as a unit, and enjoy what they do.  Ideas presented will include engaging ways to train staff, helping staff retain knowledge and morale boosting concepts.

Presenter(s):

Kathy Uitvlugt, The University of Texas at Austin

Cassandre Giguere Alvarado, The University of Texas at Austin

Graduation Help Desks enhance one-stop shops by providing advocacy and problem-solving to complex administrative barriers that delay timely graduation. This presentation will share highlights of an advocacy-based model for promoting student success that has been implemented throughout the University of Texas System.

Presenter(s):

Ruth Johnston, University of Washington, Bothell

Close 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.

Presenter(s):

Julie Selander, University of Minnesota-Twin Cities