National Council of University Research Administrators

1. National Council of University Research Administrators Embracing Chaos, Change, Customer Service, and Compliance

2. @ 2014 National Council of University Research Administrators Patrick Medina, Associate Director, University of Wisconsin – Madison Bonniejean Zitske, Managing Officer, University of Wisconsin – Madison

3. Research Administrative Environment • Deadline driven, pressure packed, highly regulated and constantly changing • Governmental, institutional, departmental • Major impact on resources (human & fiscal) • Impacts our processes and procedures • Creates silos • Opportunities @ 2014 National Council of University Research Administrators

4. Research Administrative Environment: Human Impact • Impact on you and the team – feelings of chaos • Personal stress and anxiety • Increased responsibilities • Siege mentality (us versus them) • Quality of service is questioned • Non-compliance • More “critical conversations” • Can create silos within silos @ 2014 National Council of University Research Administrators

5. Silos Within Silos Investigator and Study staff Development IACUC Director Facilities eRA Legal Department Sponsored Projects Office Managers Pre-award Specialist Post-awardSpecialist Finance Administrative support IRB DepartmentalAdministration Centersand Programs Corporate Relations @ 2014 National Council of University Research Administrators

6. Achieving Balance: Embracing the Truth • Research administrators are leaders by default • Service must be investigator focused • Being professional will help you weather the storm • Speak the truth • Don’t take it personally • Balance requires integrated teams within the research community – integration begins at home • *Communication & dialog are crucial* @ 2014 National Council of University Research Administrators

7. Achieving Balance: Communication & Dialog Within and Across Departments • Everyone is responsible for building an integrated team • Promote a shared purpose, which aligns with the core values of the institution • Promotes big picture thinking and gives meaning and understanding • Establish a cross functional dialog, promoting the free flow of knowledge and meaning • Better decisions, buy-in, breaks down silos @ 2014 National Council of University Research Administrators

8. Achieving Balance: Communication & Dialog within and Across Departments • Leadership: Building an integrated team • Encourage open, honest and respectful dialog and debate • Give everyone a voice • Listen • Be honest • Be visible • Stay positive • Bring perspective – share your story (challenges) • Share the opportunities for growth @ 2014 National Council of University Research Administrators

9. Achieving Balance & Controlling the Chaos: The Flexible & Integrated Team @ 2014 National Council of University Research Administrators • Understands roles and responsibilities • Team trusts in each other - express feelings/ideas • Team empowered: Takes part in decision making • Helps set goals and develop strategies • Manages change, service demands & compliance enforcement through continuous creative communication and dialog

10. Achieving Balance & Controlling the Chaos: The Flexible & Integrated Team • Team engages in extensive discussions, and everyone gets a chance to contribute • Debate is considered critical to constructive problem solving and removing obstacles – it’s not personal • Mistakes are opportunities for growth & development @ 2014 National Council of University Research Administrators

11. Bridging the Service/Compliance Gap: Become a member of the Research Team • Creates an atmosphere of respect • Generates a continuing dialog of compliance • Creates an awareness that compliance is not just an after thought • Once there is a culture of compliance people will do it on their own • Researchers will view us as part of the research team rather than outsiders @ 2014 National Council of University Research Administrators

12. Bridging the Service/Compliance Gap: Become a member of the Research Team • Be professional • You don’t have to know all the answers, just where to find them • Give the right service the first time/every time • Pursue professional development opportunities • Look the part/talk the part @ 2014 National Council of University Research Administrators

13. Bridging the Service/Compliance Gap: Become a member of the Research Team • Be Proactive • Orientation for new research team members • Communication network • Create and nurture relationships • If it seems like paperwork, I’ll do it @ 2014 National Council of University Research Administrators

14. Bridging the Service/Compliance Gap: Become a member of the Research Team • Be Positive • Just say, “You’re right” • Provide knowledge • Educating without teaching or preaching • How often do you talk with your faculty about compliance? @ 2014 National Council of University Research Administrators

15. Bridging the Service/Compliance Gap: Become a member of the Research Team • Be Accessible • Be available / Communicate clearly • MBWA - Management by Walking Around • Provide service in a timely manner @ 2014 National Council of University Research Administrators

16. Bridged Gap: “Compliance Conversation” • Considerations • Do you have some responsibility • Know what you are talking about • Know who you are talking to • Know your authority • Have a plan – what do you want? • “The conversation” - Humility and confidence • Share the facts/story, not your opinion • Ask questions to understand what they did (listen) • Go back to the facts (don’t get mad) • Follow-up plan @ 2014 National Council of University Research Administrators

17. Balancing Change, Customer Service & Compliance • The challenges of the environment require an integrated flexible research community • Integration requires breaking down formal organizational and informal individual barriers through continuous communication and dialog • It requires a commitment to the institution, to the team and to each other @ 2014 National Council of University Research Administrators

18. @ 2014 National Council of University Research Administrators Questions or comments?