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Putting Together a Front Line Services Dream Team

Putting Together a Front Line Services Dream Team. Coming together is a beginning. Keeping together is progress. Working together is success. (Henry Ford). Donna Jabillo Supervisor, Student Information Services Leanne Kearns Manager, Student Information Services. Brainstorm

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Putting Together a Front Line Services Dream Team

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  1. Putting Together a Front Line Services Dream Team

  2. Coming together is a beginning. Keeping together is progress. Working together is success. (Henry Ford)

  3. Donna Jabillo Supervisor, Student Information Services Leanne Kearns Manager, Student Information Services

  4. Brainstorm Challenges of building a dream team Presentation Objectives Coming together: staff recruitment Keeping together: coordinating the team Working together: making it happen

  5. Who we are 1 team supporting 2 campuses UBC Vancouver Over 44,100 students UBC Okanagan Over 4 800 students 395 km / 245 miles

  6. Who we are Having 2 locations, we deal with: Differences between big campus vs. little campus More affiliate groups at UBC Vancouver who share the same facilities & services Movement between campuses regarding transferring and visiting Provide seamless services for both

  7. Then Now

  8. Welcome Centre Call Centre

  9. What we do

  10. What we don’t do…anymore

  11. 11 languages spoken 72 countries visited 32 degrees acquired 6 degrees in progress 28 dedicated professionals ______________________ = 1 DREAM TEAM

  12. Student Information Services Associate Registrar & DirectorRecords, Registration and Student Information Services Manager, Student Information Services Manager, Non-Degree Studies Program Manager Supervisors, Student Information Services Student Resource Clerks, Student Information Services

  13. Coming together: Staff recruitment Job description Recruitment process

  14. Job description: Is knowledgeable about customer service principles and provides service that is excellent, seamless and accessible. Deals with customer service complaints. Resolves complaints or negotiates with senior staff in other areas to remedy the situation. Interview Question: We all experience conflict from time to time. Please describe a serious conflict that you’ve experienced with a coworker in the last year. How did you approach it? Was it resolved? What was the outcome? Reference check question: How did the candidate resolve conflict between her/himself and colleagues?

  15. Team Strengths oral and written communication excellent team player lighthearted humility positive attitude eager to help students diverse creativecompassionate capable stay calm on the outside towards students when they are upset friendly unity and energy baking for goodie days humorous flexible dynamic a genuine desire to help students cooperative independent experienced easy-goingdecluttering staying calm under pressure and organizing our work areas resourceful willing to look out for each other at all times customer service troubleshooting student inquiries

  16. Keeping together: Coordinating the team Training new staff Moving through areas

  17. Keeping together: Coordinating the team

  18. Keeping together: Coordinating the team Personality mixes Dealing with conflicts Distributing expertise

  19. Working together: Making it happen Professional Development Positioning staff to be student voice Providing services for various portfolios

  20. Speaking about policies that are not clear to staff or students. Being spread out and not with all team mates at all times. Challenges: What the Staff Say Lots and lots of work…calls, emails, line ups…it never ends! Not always receiving back end support for the units we represent. Keeping up with all the changes of policies and procedures and ensuring accuracy of information.

  21. What students say… Student Information has been the most helpful service in answering and solving my many questions and problems as a UBC student. I always entered Brock Hall with a confidence that I would have my questions answered or problems resolved. This is not something I can say about the other bodies that have been created to help students navigate through the often confusing and overwhelming bureaucracy of UBC. Indeed, Student Information stands out as one of the better, if not the best, programs to help students. I do not think that there needs to be any improvement, since you guys are just awesome at what you do! The staff there have been extremely kind, patient and have treated me with extreme respect, even in the most busy and stressful situations. These are the most professional, competent, and well organized people I have seen. I believe they honestly care about their job, which is extremely valuable to the students they serve. I hope they are aware of how good a job they do.

  22. Questions?

  23. Donna Jabillo Supervisor, Student Information Services donna.jabillo@ubc.ca Leanne Kearns Manager, Student Information Services leanne.kearns@ubc.ca

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