Maximizing Student Assistant Potential in Enrollment Management

1. Maximizing Student Assistant Potential in Enrollment Management Michelle Comer, University of California Merced Ivan E. Noe, Whittier Law School

2. Introductions and Formalities

3. Michelle Comer, UC Merced Student Assistant 2005-2009 Degree Clearance Temp 2009 Enrollment Services Advisor Temp 2009 Fellow for Alumni Affairs at UC Merced 2010 Academic Records Coordinator, supervisor for student assistants. 2010 - Present

4. Ivan Noe, Whittier Law School Student Assistant 2007-2009 Enrollment Services Advisor 2009 - 2012 Assistant Registrar 2012 - Present

5. “What can I, as a professional, provide for students?” Benefitsof a Student Worker Program for Student Assistants

6. I. Student Development According to the [student involvement] theory, the greater the student’s involvement in college, the greater will be the amount of student learning and personal development. – Alexander W. Astin(Astin, A.W. (1999). Student Involvement: A developmental theory for higher education, 40, 518-529.) • Involvement is a necessary component of integration into college life. • A student worker program provides a special type of social support by integrating students into a professional working environment which is a critical part of the college community. • The work environment provides companionship, in addition to, emotional, financial, and informational support.

7. I. Student Development Entering the UC as a transfer student/first generation high school and college student was very confusing and overwhelming for me. Being a part of Student Affairs provided me with an immediate connection to the university. Through the welcome I received from staff and other student workers I was immediately taught the culture and work ethic of the university. I strongly attribute the success of my first year of undergraduate education to working in Student Affairs. – Karlie Ekstrom,Academic Records Specialist, former Registrar’s Office student assistant. • Being an assistant in enrollment management provides students the opportunity to learn what is involved behind the scenes in maintaining student enrollment and may lead to a more profound appreciation of the varied processes. • A student well integrated into college life and connected with the institution is more likely to be retained.

8. II. Professional Development • Being a student assistant definitely prepared me for my new position. I already knew the staff and my way around the office. My experience as a UCM student allows me to relate to the students on a deeper level and the professional environment definitely prepared me for working with higher-level staff. –Veronica Kemp,Enrollment Services Advisor, former SFC student assistant • Providespreparationfor future work in student affairs. • Valuable resume building experience. • A broad skill set so they can feel comfortable applying for entry level positions in student affairs (or consider a graduate program in student affairs. • A strongstudent assistant should be someone you want to hire!

9. “What can students provide for me?” Benefits of a Student Worker Program forEnrollment Services

10. Direct Connection. • Your closest connection to the students you serve, is your student assistant. • Student assistants serve as quality assurance checkpoints. • It is important to tap into the “student” part of your student assistants just as much as it is to train them to be great “assistants”. • Cheerleaders for enrollment services. • Can assist with advertising to students. • An extra hand for when the going gets tough.

11. Things NOT to Do! Note to Self: Listen very closely.

12. Don’t put a student assistant in the “line of fire.” • “A “dinner with the students” conducted during a program review for the Students First Center revealed that students and parents are more comfortable speaking with staff members about most topics they consider confidential, such as financial aid and grades.” – Lisa Perry, Students First Center Director • Student assistants should be protected from situations that may involve conflict or confrontation.

13. Don’t put a student assistant in the “line of fire.” • Use student assistants creatively for front line work. In order to still incorporate students on the front line but keep them out of the “line of fire” the Students First Center created the Express Services counter (now the Self Services counter) where student assistants help with ordering transcripts online, providing forms, and other transactions that have a low-confrontation risk.

14. Things to Do! Note to Self: Listen very closely.

15. 1. Create Specialized Tasks Students First Center • The SFC Street Team • Management of Social Networking Websites • Facebook – Rufus Bob Cat • Twitter – Freddy First & Personal Pages • Tumblr – “Through a Bobcat’s Eyes” • Pinterest • Digital Slides design using Adobe Photoshop

16. 1. Create Specialized Tasks Office of the Registrar I feel that the position has helped me learn to work cohesively with others, improve my ability to prioritize and think of efficient ways to finish my work. It has also emphasized to me the importance of being conscientious and detail oriented. – Marcus Griffiths, Registrar’s Office student assistant • Managers of tasks • Including filing! • Daily Processes • Transcript Production • Enrollment Verifications • Seasonal tasks • Updating articulations from Assist. • Entering transfer work. • Entering Major/Minor changes.

17. 2. Provide Guidelines and Procedures • Student employees who receive written, step-by-step instructions are able to perform their responsibilities very easily and with little to no assistance. • Use screenshots. • Be overly descriptive. • The most effective guides are those that are straight and to the point, but also answer questions that may arise during the completion of a project. • Have graduating student workers revise training manuals as final task each year. • Keep log of odd cases throughout year to use in updates.

18. 3. Listen. Listen. Listen. • Allow student assistants to propose changes for processes and be creative fosters an environment where they have a sense of ownership over the tasks they assist with. • 30-60 minute meetings with student assistants each week usually allows enough time for their voices to be heard. • Involve student assistants in selection process of new student assistants.

19. 4. Annual Review Without being a student worker in student affairs I would have lacked understanding about the importance of the administrative processes that go on at the University. And I feel that it's important to recognize all the cogs of the clock. Aside from that, I also feel like an alumnus of a special group of student workers who saw busy times (March 2, y'all), slow times (Winter. Break.), and great times together (Themed Fridays!) and survived them all with wonderful memories. – Aurora Carlson, former student assistant for SFC and Registrar’s Office. • Provide an assessment annually for your student assistants. • Allows students the opportunity to set goals and track their professional growth. • It also provides time for job performance to be discussed.

20. 5. Recognition • Our offices recognize student assistants on a consistent basis. • Student workers will dedicate themselves more to an office where they feel appreciated. Examples of Recognition • Awards Program • Office Parties • Formal Appreciation Week • Second full week of April (NSEA) • 2013 dates April 7th- 13th Karlie wins 2nd place in UCM student employee of the year competition.

21. Summary of Results Student Employees for both departments have expressed that they enjoy their positions and their work environment. High retention rates with student assistants (most stay employed until graduation). Allows ample opportunities to assist in their professional growth.

22. Our Present, Your Future Student assistants keep us creating and improving student services using reality based methods and help us build relationships with students that result in honest, open feedback.

23. Questions/Comments • What are some specialized projects your student assistants assist with? • Are there any creative projects that have been effective and yielded the results you wanted? • Thank you in advance for all of your great feedback!