Deakin University CRICOS Provider Code: 00113B
ALL TOGETHER NOW: SINGING FROM THE SAME HYMNBOOK!
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
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.
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!
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!
Deakin University CRICOS Provider Code: 00113B
Burwood Campus Warrnambool Campus
• Geelong Campus
Deakin University CRICOS Provider Code: 00113B
TEAM CONNECTEDNESS The Three Cs…
•Communication •Contact •Celebration
Communication Contact
Celebration
Deakin University CRICOS Provider Code: 00113B
WHERE ARE WE AT NOW? : OUTCOMES AND THE JOURNEY AHEAD……
• Our achievements to date
• Our journey ahead…
Deakin University CRICOS Provider Code: 00113B
KICKING GOALS AND DELIVERING FANTASTIC
STUDENT SERVICE IS ALL VERY WELL, BUT REMEMBER…
Deakin University CRICOS Provider Code: 00113B
WORKING IN STUDENT SERVICES, ONE DOES NOT
SIMPLY …
Deakin University CRICOS Provider Code: 00113B
… STEAL THE LAST PURPLE HIGHLIGHTER
FROM SOMEONE’S DESK
Deakin University CRICOS Provider Code: 00113B
…LET THEIR CO-WORKER’S TEA CUP
STAY EMPTY
Deakin University CRICOS Provider Code: 00113B
… LEAVE COLOURED PAPER IN THE PRINTER
Deakin University CRICOS Provider Code: 00113B
… FORGET TO TAKE THE CUP TRAY TO THE CAFE
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…NOT BRING SOMETHING SCRUMPTIOUS FOR
BIRTHDAY MORNING TEA!
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