Creating a 1 Stop Shop…Again? “ Didn’t we try this once and it didn’t work?” SEM November 11, 2013 Maureen Carver Executive Director of Student Records and Financial Services John Haller Associate Provost for Enrollment Management. So a little about us…. Me…Before…. And after…. Maureen….
Creating a 1 Stop Shop…Again? “Didn’t we try this once and it didn’t work?”SEM November 11, 2013Maureen CarverExecutive Director of Student Records and Financial ServicesJohn Haller Associate Provost for Enrollment Management
To recruit, enroll, retain, and graduate students who will add value and contribute to the institutional mission of “men and women for others”.
2 Major Planning Committees
Who is responsible for:
As much as I would like to say it is all about students…in this case, as faculty are users of the service…the services provided to them in support of students is critical
Collective Efforts Teamwork is a core competency in our model
Team PerformanceIn addition to completing individual performance reviews…conduct a team review
Team members have to understand and agree on what success looks like
To serve our students by providing an exceptional student service experience that is consistently perceived as timely, accurate, and accessible.
2012: Phone Calls : 5,386 (40% Answer Rate)
2013: Phone Calls : 6,830 (85% Answer Rate)
2012: Tickets: 2,998 (5-7 Business Days)
2013: Tickets: 2,272 (One Business Day)
2013: 1,794 Walk-Ins
Work Smarter. Leverage existing resources to improve SRFS communications, service, and processes.
Once the team knows what to do and how the work will be evaluated…
check in regularly
Enhanced FERPA AwarenessFinancial LiteracyStudent Billing ImprovementsFaculty ServicesInternal AuditsInternational Baccalaureate
Training and Documentation
Agree on what success looks like
Bring your group together to discuss progress against goals and how to improve