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BYU Succeeds Using Student Employees in Non-Traditional Roles

BYU Succeeds Using Student Employees in Non-Traditional Roles. Session # 546. Session Presenter. Jeff Bunker- Associate Executive Director, Student Academic & Advisement Services (SAAS) Studies at BYU and Univ. of Northern Colorado Professional life primarily in Registrar’s Office

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BYU Succeeds Using Student Employees in Non-Traditional Roles

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  1. BYU Succeeds Using Student Employees in Non-Traditional Roles Session # 546

  2. Session Presenter • Jeff Bunker-Associate Executive Director, Student Academic & Advisement Services (SAAS) • Studies at BYU and Univ. of Northern Colorado • Professional life primarily in Registrar’s Office • Worked at small, mid-sized, & large institutions in Colorado, Hawaii, and Utah

  3. Session Presenter • William "Bill" Oldroyd, Manager, Integrated Student Services • was born at an early age. • Has a BS in Psychology, and a Masters in Public Administration from BYU. • Spent most of his professional time at BYU in the Financial aid arena. • Married for 22 years. Three daughters. One dog. • He loves the great indoors, short walks and long naps. • He has traveled extensively. . . • . . .throughout this conference center, looking for the cleanest restroom.

  4. Session Presenter • Keith Proctor, Manager of Training, SAAS • Worked with institutions of higher education for more than 10 years in finance, academics, & administration. • Currently works with technology, training, and content strategy at Brigham Young University. • Holds an MBA degree from the University of Phoenix and is finishing his PhD in Instructional Psychology and Technology at Brigham Young University. • Research interests include learning failure experiences, creativity and innovation, and technology-enhanced learning systems.

  5. Why we are here today… • To challenge long-held philosophies and fears! • To invite you to think differently! • To ask the question “How can we?” • If you are easily offended or if you complain that someone has “moved your cheese?” this session is NOT for you!

  6. BYU Profile • BYU is a large non-profit university sponsored by The Church of Jesus Christ of Latter-Day Saints • Located at the base of the Wasatch mountain range in Provo, Utah

  7. BYU Profile • Tuition is $2,355 per semester • 30,000 undergraduate full-time students • 12,779 new fall applicants-Admit ~56%

  8. The BYU Environment • Ave GPA of new freshmen: 3.83 • Ave ACT of new freshmen: 28.55 • Holistic Admissions…We denied 130 students with ACT 30+ • Fall 2013 admitted 26 students with perfect ACT’s • 13.4% of new admits rank #1 in HS class

  9. Student Employment • ~40% of BYU undergraduate students work on campus • Not here to debate how student employment affects academic performance • http://www.byu.edu/hr/?q=students/student-jobs/faq/working-campus/effects-student-employment

  10. Student Employment Definitions • “Traditional” Student Jobs • Custodial • Grounds • Food Services • Housing • Facility maintenance • Research assistants • Academic tutors

  11. Student Employment Definitions • Non-Traditional Student Jobs • Registrar’s Office • Access to other student’s academic records • Access to change or update other student’s records • Financial Aid/Scholarship Office • Access to student financial aid records • Access to parent tax or other financial documents • Admissions/School Relations Ambassadors • Visit HS w/o full-time employees

  12. FT vs. Student • Integrity • Training/Learning skills • Communication • Longevity • Accountability • Wisdom • Political Savvy

  13. Benefits of Using Students • An abundance of potential employees • Cost efficient work force • Employees who can empathize with the students they serve

  14. Benefits of Using Students • Employment supports those who support us • Training is invaluable…we hire many of our students as FT employees • Future employment/résumé opportunities

  15. Benefits of Using Students • Student employees are vested because of growth and leadership opportunities • Supervisory and management opportunities

  16. BYU Student Salary Example • Student Academic and Advisement Services (SAAS) • Current salary range is $7.75 to $15.00 • Average salary is $9.05 • 20/hrs x 15 wks = 300 hrs /semester • 300/hrs x $9.05 = $2,715 /semester • $2,715 x 2 = $5,430 /academic yr

  17. XYZ University Example • Student Academic and Advisement Services (SAAS) • $15.00 • Average salary is $15.00 • 20/hrs x 15 wks = 300 hrs /semester • 300/hrs x $15 = $4,500 /semester • $4,500 x 2 = $9,000 /academic yr

  18. Integrated Student Services at BYU • Initial contact for students and the public for: • Admissions • Financial aid • Financial Services, and • Treasury Services • 42-45 student employees, 3 FT staff • We handle between 200-1000 phone calls and foot traffic each day

  19. Short history • In the fall of 2003 Financial Services student employees join Financial aid. • 2004 we moved to a larger space and hired a FT trainer • 2005 Admissions • 2006 Treasury Services is integrated (in our current location) • 2007 we expanded from 33 to 50 students

  20. Integrated Student Services 18 possible work stations (including the 4 cashiering stations)

  21. Integrated Student Services Information desk and reception desk for counseling

  22. Integrated Student Services Cashiering windows

  23. Integrated Student Services • 12-15 employees on a shift, 8-11, 11-2, or 2-5 • We typically hire 17-18 students each year • Typical retention is 4-5 semesters • We start at $8/hr, Supervisors make $10 • We offer relatively aggressive raises

  24. Integrated Student Services • 4-5 weeks of training, 3 hours a day • Classroom, shadowing, study/quiz • Individual assessment to determine readiness • Entire staff: one hour weekly small group, on-going training meeting • Entire staff: one hour weekly staff meeting • 3 hrs/day x 5 = 15 + 1 + 1 = 17 hrs/wk

  25. Integrated Student Services • Wiki system for policy/procedure (critical) • Daily email, quizzes • Supervisors: 3-8 co-workers • They monitor 5-10 calls per week of each student • They grade the Daily Quizzes • They meet one-on-one twice a month

  26. Integrated Student Services • We meet with our supervisors each week • We interview each student employee at the end of every semester • Each of our ‘Home Offices’ appoints a ‘liaison’

  27. TrainingStructure • Expectations • Information • Demonstrations • Evaluations

  28. Expectations • Clear and specific • Reduce job ambiguity • Measurable • Help employees know where they stand • Accountable • Help employees take pride in their work

  29. Information • Accurate • Employees have the right message • Accessible • Reliable repository of information • Navigation • Employees can quickly find what they need

  30. Demonstration • Exams/Quizzes • Do employees know what they need to know? • Observations • Can employees do what they need to do? • Corrective feedback • Employees know how to improve

  31. Evaluation • Regular Audits • Trainers review email and chat communications • On-going Observations • Trainers listen and watch employees • Two-Way Feedback • Trainers and employees communicate weekly

  32. Q & A with Student Employees • Caitlin Olson--Registrar’s Office • Chunie Johnson--Admissions • Brendon Elwood—Integrated Student Services • Zoe Zelaya—Integrated Student Services

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