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Keep ‘em or kick ‘em out

Keep ‘em or kick ‘em out. Evaluating student workforce performance. Background. Where do I come from?. Hiring. Who will help you help others?. Hiring process. Post on student job site and notify by e-mail Technical qualifications Review applications ….

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Keep ‘em or kick ‘em out

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  1. Keep ‘em or kick ‘em out Evaluating student workforce performance

  2. Background Where do I come from?

  3. Hiring Who will help you help others?

  4. Hiring process • Post on student job site and notify bye-mail • Technical qualifications • Review applications … Experience using University IT services: • MyUAlbany portal • UAlbany Mail and Office 365 • Blackboard LMS • UAlbanyWiFi wireless service • UNIX services for file storage or personal web site General knowledge of: • Windows operating system • Macintosh operating system • Web browsers(IE, Firefox, Safari, Chrome) • Microsoft Office(Word, Excel, PowerPoint, Outlook)

  5. Application review and scoring

  6. Interviews and training • Student staff panel • Professional staff meeting • Discussion and consensus

  7. Set up What do they need to know?

  8. Set expectations • Shadowing (probationary and mentoring period) • Clearly define expectations, rules, rewards, and penalties • Boot Camp • Student workforce handbook

  9. Correction • Corrective actions must be • Instructive • Flexible • Timely • Applied

  10. Review How are they doing?

  11. Types of review • No surprises • Ongoing, quick (mentor) • Periodic, detailed • Collect feedback • Observed impressions • Performance statistics…

  12. Performance statistics • Tickets/interactions recorded • Net substitute shifts • Incidence of late or no show • Project work and KB articles • Hours worked • Tickets per hour • Net subs per hour

  13. Performance metric

  14. Performance highlights By Mwtoews [CC-BY-2.5 (http://creativecommons.org/licenses/by/2.5)], via Wikimedia Commons

  15. Tools Where do we get the data?

  16. Data sources and analysis • Ticket tracking reports (FootPrints) • Interactions recorded • Scheduling notifications (ConPortal, Outlook) • Substitute shifts (via e-mail) • Late or no-show (via e-mail) • Hours worked • Excel for computation and summary

  17. Andrew Lyons alyons@albany.edu Questions and discussion What more do you want to know? What do you do?

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