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Deakin University CRICOS Provider Code: 00113B ALL TOGETHER NOW: SINGING FROM THE SAME HYMNBOOK!

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Page 1: ALL TOGETHER NOW: SINGING FROM THE SAME HYMNBOOK! · ALL TOGETHER NOW: SINGING FROM THE SAME HYMNBOOK! Deakin University CRICOS Provider Code: 00113B CONTENTS •Introduction: The

Deakin University CRICOS Provider Code: 00113B

ALL TOGETHER NOW: SINGING FROM THE SAME HYMNBOOK!

Page 2: ALL TOGETHER NOW: SINGING FROM THE SAME HYMNBOOK! · ALL TOGETHER NOW: SINGING FROM THE SAME HYMNBOOK! Deakin University CRICOS Provider Code: 00113B CONTENTS •Introduction: The

Deakin University CRICOS Provider Code: 00113B

CONTENTS • Introduction: The Background •Our Challenges •The ‘People’ factor in Student Services •Results and outcomes: delivering a ‘delightful’ student experience

Page 3: ALL TOGETHER NOW: SINGING FROM THE SAME HYMNBOOK! · ALL TOGETHER NOW: SINGING FROM THE SAME HYMNBOOK! Deakin University CRICOS Provider Code: 00113B CONTENTS •Introduction: The

Deakin University CRICOS Provider Code: 00113B

CHALLENGE 1: TO RE-SHAPE A TEAM EMERGING FROM A RE-STRUCTURE AND BUILD A COHESIVE TEAM ACROSS THREE CAMPUSES

• Allow for a re-adjustment period for staff. • Continue team building activities and staff training. • Communicate effectively with team, students, and wider

university community. • Distribute work across a mix of campuses and expertise.

Page 4: ALL TOGETHER NOW: SINGING FROM THE SAME HYMNBOOK! · ALL TOGETHER NOW: SINGING FROM THE SAME HYMNBOOK! Deakin University CRICOS Provider Code: 00113B CONTENTS •Introduction: The

Deakin University CRICOS Provider Code: 00113B

CHALLENGE 2 : TO ACHIEVE CONSISTENCY AND ALIGNMENT IN OUR PROCESSES AND

DELIVER EXCELLENT MULTI-CAMPUS SERVICE

• Regularly review and align procedures and processes. • Create ‘how to’ guides for staff, as well as email templates and FAQs. • Let go of need to be content experts. Become resource investigators. • Share information within team via email, meetings, training and informal gatherings. • Maintain sense of perspective!

Page 5: ALL TOGETHER NOW: SINGING FROM THE SAME HYMNBOOK! · ALL TOGETHER NOW: SINGING FROM THE SAME HYMNBOOK! Deakin University CRICOS Provider Code: 00113B CONTENTS •Introduction: The

Deakin University CRICOS Provider Code: 00113B

THE ‘PEOPLE’ FACTOR IN DELIVERING A GREAT STUDENT EXPERIENCE

• Recruiting the right people • Building a team

• Operational Efficiencies to deliver streamlined student services!

Page 6: ALL TOGETHER NOW: SINGING FROM THE SAME HYMNBOOK! · ALL TOGETHER NOW: SINGING FROM THE SAME HYMNBOOK! Deakin University CRICOS Provider Code: 00113B CONTENTS •Introduction: The

Deakin University CRICOS Provider Code: 00113B

Burwood Campus Warrnambool Campus

• Geelong Campus

Page 7: ALL TOGETHER NOW: SINGING FROM THE SAME HYMNBOOK! · ALL TOGETHER NOW: SINGING FROM THE SAME HYMNBOOK! Deakin University CRICOS Provider Code: 00113B CONTENTS •Introduction: The

Deakin University CRICOS Provider Code: 00113B

TEAM CONNECTEDNESS The Three Cs…

•Communication •Contact •Celebration

Communication Contact

Celebration

Page 8: ALL TOGETHER NOW: SINGING FROM THE SAME HYMNBOOK! · ALL TOGETHER NOW: SINGING FROM THE SAME HYMNBOOK! Deakin University CRICOS Provider Code: 00113B CONTENTS •Introduction: The

Deakin University CRICOS Provider Code: 00113B

WHERE ARE WE AT NOW? : OUTCOMES AND THE JOURNEY AHEAD……

• Our achievements to date

• Our journey ahead…

Page 9: ALL TOGETHER NOW: SINGING FROM THE SAME HYMNBOOK! · ALL TOGETHER NOW: SINGING FROM THE SAME HYMNBOOK! Deakin University CRICOS Provider Code: 00113B CONTENTS •Introduction: The

Deakin University CRICOS Provider Code: 00113B

KICKING GOALS AND DELIVERING FANTASTIC

STUDENT SERVICE IS ALL VERY WELL, BUT REMEMBER…

Page 10: ALL TOGETHER NOW: SINGING FROM THE SAME HYMNBOOK! · ALL TOGETHER NOW: SINGING FROM THE SAME HYMNBOOK! Deakin University CRICOS Provider Code: 00113B CONTENTS •Introduction: The

Deakin University CRICOS Provider Code: 00113B

WORKING IN STUDENT SERVICES, ONE DOES NOT

SIMPLY …

Page 11: ALL TOGETHER NOW: SINGING FROM THE SAME HYMNBOOK! · ALL TOGETHER NOW: SINGING FROM THE SAME HYMNBOOK! Deakin University CRICOS Provider Code: 00113B CONTENTS •Introduction: The

Deakin University CRICOS Provider Code: 00113B

… STEAL THE LAST PURPLE HIGHLIGHTER

FROM SOMEONE’S DESK

Page 12: ALL TOGETHER NOW: SINGING FROM THE SAME HYMNBOOK! · ALL TOGETHER NOW: SINGING FROM THE SAME HYMNBOOK! Deakin University CRICOS Provider Code: 00113B CONTENTS •Introduction: The

Deakin University CRICOS Provider Code: 00113B

…LET THEIR CO-WORKER’S TEA CUP

STAY EMPTY

Page 13: ALL TOGETHER NOW: SINGING FROM THE SAME HYMNBOOK! · ALL TOGETHER NOW: SINGING FROM THE SAME HYMNBOOK! Deakin University CRICOS Provider Code: 00113B CONTENTS •Introduction: The

Deakin University CRICOS Provider Code: 00113B

… LEAVE COLOURED PAPER IN THE PRINTER

Page 14: ALL TOGETHER NOW: SINGING FROM THE SAME HYMNBOOK! · ALL TOGETHER NOW: SINGING FROM THE SAME HYMNBOOK! Deakin University CRICOS Provider Code: 00113B CONTENTS •Introduction: The

Deakin University CRICOS Provider Code: 00113B

… FORGET TO TAKE THE CUP TRAY TO THE CAFE

Page 15: ALL TOGETHER NOW: SINGING FROM THE SAME HYMNBOOK! · ALL TOGETHER NOW: SINGING FROM THE SAME HYMNBOOK! Deakin University CRICOS Provider Code: 00113B CONTENTS •Introduction: The

Deakin University CRICOS Provider Code: 00113B

…NOT BRING SOMETHING SCRUMPTIOUS FOR

BIRTHDAY MORNING TEA!

Page 16: ALL TOGETHER NOW: SINGING FROM THE SAME HYMNBOOK! · ALL TOGETHER NOW: SINGING FROM THE SAME HYMNBOOK! Deakin University CRICOS Provider Code: 00113B CONTENTS •Introduction: The

Deakin University CRICOS Provider Code: 00113B

THIS PRESENTATION HAS BEEN BROUGHT TO YOU BY: THE STUDENT SERVICES TEAM

FACULTY OF ARTS AND EDUCATION, DEAKIN UNIVERSITY

Credits:

Clare Agg Kristina Ainsworth Danika Armytage Jessica Beardsworth Jacqueline Brenner Geraldine Choma Laura Crafter Kirsty De Gruchy Travis Eccles Nonny Elliot-Dedman Lesley Fox Kellie Henson Monica Hearn Renee Jess Angela Jubber Tina Katopodis

David Kennelly Danni La Gamba Jan McCosh Jessica Meisels Alison Musgrove Katerina Pikoulas Bernadette Roache Nerissa Skevington Bree Taylor Roxanne Thomson Sumita Verma Sarah White Kathryn Whitney


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