STUDENT EMPLOYEE TRAINING

Dr. David A. KaiserMarie WhitakerBrigham Young UniversityNACADA Region 10Albuquerque, NM

Most collegiate advising settings will employ students in some capacity.

In order to optimize the efficiency and effectiveness of our advising operations - student employee training is critical.

The purpose of this presentation is to present a unique student employee training program that is used by several entities at Brigham Young University, including the University Advisement Center, Preprofessional Advisement Center, Academic Support Office, University Career Services, and the Counseling Center.

The students from each of these areas participate collectively in general training sessions, followed up by focused training in their respective specific work area.

TODAY’S OBJECTIVES:

Share an advisement student employee training program that addresses each of the following content areas:

Customer service standards Team building and cross-training Individual area training Professional/personal development of

the individual student

JASON

CUSTOMER SERVICE STANDARDS

Objectives: Greeting customers Professional phone skills Professional correspondence Going that extra step for customers “The buck stops here” Dealing with difficult customers

CUSTOMER SERVICE STANDARDS

Delivery Methods New employee training Professional development plans

(individualized goals) Customer service e-mails and recognition Online skills trainings Group meetings

TEAM BUILDING AND CROSS TRAINING

Objectives: Eliminate/reduce the silos that develop All frontline employees will know “who’s

who” in the other departments Employees can accurately direct those who

request to see specific individuals Foster a way to recognize employees for

their contributions Foster an environment of collegiality and

respect

TEAM BUILDING AND CROSS TRAINING

Delivery Methods: Meet as a group at least once per semester

Getting to know our leadership Making it fun

Have resources for students to get to know more about the other areas

Observation hours in other areas early in their employment

Have student recognitions: Spot Awards Student Appreciation Lunches Customer Service e-mails

TEAM BUILDING AND CROSS TRAINING

Delivery Methods: Have resources for students to get to know

more about the other areas

TEAM BUILDING AND CROSS TRAINING

Delivery Methods: Observation hours in other areas early in

their employment

TEAM BUILDING AND CROSS TRAINING

Delivery Methods: Have student recognitions:

Spot Awards Student Appreciation Lunches Customer Service e-mails

CASE STUDY: INDIVIDUAL AREA TRAINING

Preprofessional Advisement Center

PPAC STUDENT EMPLOYEE GOALS:

Providing quality customer service is first priority.

Confidentiality is of utmost important (understand FERPA and interactions with students).

Honesty : Honesty in the workplace means being honest with property and work time. Business materials and supplies should not be used for personal affairs.

Facilitate student employee’s application to professional school.

ATTITUDE & DEMEANOR

Serve in your position to the best of your ability with a willingness to support, advocate, and promote office values, goals, policies, and procedures.

Exhibit professionalism in conduct and speech at all times.

Respond to direction and constructive criticism in a positive manner.

Become knowledgeable about and committed to the programs and projects in your area.

ATTITUDE & DEMEANOR

Be supportive of your supervisors and co-workers when in conversation with others.

Follow appropriate reporting lines when reporting grievances or criticism.

Do your assigned job better than anyone else. Work as part of a team. Apply the principles you learn in training. Demonstrate a cheerful and positive attitude

toward your job.

TRAINING & DELIVERY METHOD

Begins with the interviewing of potential new student employees

New employee orientation (communication of expectations)

New employee training Staff meetings Follow up and feedback from supervisor

PROFESSIONAL/PERSONAL DEVELOPMENT OF THE INDIVIDUAL STUDENT

This is a very unique and positive element of our student employee training program.

We are not just concerned about what we need to have student employees do while they are working for us. We need to be sure that they are gaining skills that will be of benefit to them.

Part of our responsibility regarding student employees is to train them for their future.

INDIVIDUAL DEVELOPMENT

Professionalism Communication Skills Add to student’s skill set (specific

skills)

TRAINING DELIVERY METHODS

Orientation session will include a review of the handbook with new hires.

Supervisor discusses issues with individual employee.

Supervisor reviews standards/expectations with employees as they approach pay/level advancements.

JESSICA

With consistent turnover of student employees, there is a definite need for on-going student employee training.

Optimizing this training has significant benefits.

Not only will this result in increased effectiveness of our advising operations, but we help students be more prepared for their future.

THANK YOU!!

Questions??