help! i have hired a student employeenow what? · topics covered: recruitment and selection...
TRANSCRIPT
Help! I have hired a student employee...now what?
Corry M. Moore, MSTL Operations Manager, Gator 1CentralUniversity of Florida Business Services DivisionUF Bookstore Welcome Center | Room G071 | Gainesville, FL 32611-2450P: 352.392.8343 | E: [email protected]
Topics covered:
Recruitment and selection processes Self-Awareness-StrengthsFinder 2.0,
Customer Service-212 Degree Service How to enable students to develop their
own Helping Skills mechanisms for long-term success.
Questions and Answers
The student is……the most important person on the campus. Without students there would be no need for the institution.…not someone to be tolerated so thatWe can do our thing. They are our thing……not dependent on us. Rather, weare dependent on them.…not a cold enrollment statisticbut a flesh and blood human beingwith feelings and emotions like our own.…not an interruption to our work,but the purpose of it. We are not doing them a favor by serving them.They are doing us a favor by givingus the opportunity to do so.-Anonymous
The Process…
Informational Session:
Overview of “G1C More than just an ID”, History, Culture
Explanation of application process
Q & A
Interview Process:
Round 1 – interview with Corry
*Round 2 – interview with NSFP
Round 3 – panel interview with BDS ProStaff and G1C Staff
*Will feature either a 20 second commercial on G1C or Prepared of 2
slides to present on from memory off of orientation presentation.
Grade checks
Student Conduct checks
Offer/agreement for employment and calendar of trainings, work
schedule, etc.
The process…con’t
Onboarding:
Saturday Retreat TBD 9:00 a.m. – 4:00 p.m.
Theme: 212 Degree Service = YOU:
https://www.simpletruths.com/inspirational-books/212-service.html
In Depth look at “G1C More than just an ID”, History, Culture
Emotional Intelligence
Customer Service Philosophy
StrenghtsFinder Results and Presentation
Purchase access codes from:
https://www.gallupstrengthscenter.com/Purchase/en-us/Product
Leadership Model
Presentation etique
Learning SOP’s and job duties
Facesheet … who’s, who in your area
Quiz on this after 1st month post hiring
Hello New G1C IDer’s! We are so excited to have you all join our team. This is additionally exciting because you will be a part of a lot of new implementations for the UF Campus Community as it relates to Gator 1 ID Cards and their offerings. Please complete the following items below and have back to me no later than [ DATE & TIME]. Full Name: Preferred Name: Email: Cell Number: Birthday: Favorite Starbucks Drink: Favorite Candy: Polo Shirt size: T-shirt size: 1 Paragraph Bio written in third person to include: major, hometown, and campus involvement. Please let me know if you have any questions. Thank you and make it a great day, Corry Corry M. Moore, MSTL | Operations Manager, Gator 1 Central University of Florida Business Services Division UF Bookstore Welcome Center | Room G071 | PO Box 112115| Gainesville, FL 32611-2450 P: 352.392.8343 | F: 352.846.0907 | [email protected]
It starts now…
212° Degree Customer Service
A service philosophy that is built on the premise of putting your employee’s first Employees will in turn show more dedication Broken down into 10 rules Is transformative and apart of the interview process
StrengthsFinder 2.0
An assessment of 34 possible innate talents that are done naturally by an individual.
“Top 5” Grouped into 4 domains: Executing,
Influencing, Relationship Building, and Strategic Thinking
StrengthsFinder 2.0
Corry Restorative Responsibility Achiever Consistency Belief
Jody Restorative Strategic Relator Learner Belief
Denitra Includer Restorative Relator Responsibility Arranger
Angela Empathy Communication Woo Belief Individualization
Kori Futuristic Achiever Focus Restorative Competition
Stephanie Input Arranger Developer Restorative Positivity
Megan Achiever Restorative Input Responsibility Focus
Nathalie Futuristic Context Significance Belief Discipline
Nicole Achiever Responsibility Relator Analytical Harmony
Nykecia Positivity Empathy Restorative Achiever Harmony
Helping Skills for Professional Development
What are Helping Skills? Why are they essential? Are you willing to learn helping skills
refinement while you are teaching these skills to your staff?
As a career advisor, there are four basic skills that you can learn with practice: the Helping Skills. The Helping Skills (2015) include Attending, Listening, Questioning, and Reflecting
What are Helping Skills?
Helping Skills. (2015). In Career Advisor Training®. Adel: Kuder.
Post a job board:
o Dry Erase
o Assign names to tasks which align with strengths (comfort).
o Also, assign random tasks which challenge their comfort; yet
add to their knowledge base (stretch).
Hang a corkboard on it have:
o Division’s goals for year (answer the question how WE can help
accomplish?). BE THE STEAM!
o Card office’s goals for year
▪ In detail …SMART GOAL style
o ALL Customer Service feedback comments for the month along
with YTD scores
▪ If feedback warranted follow up, provide a column
(Reached out to?) that explains what was done to
recover the guest! This will help staff start to make
correlations and become empowered to make a decision
in the future that aligns.
Helping Skills for Professional Development
Keep your professional staff and student staff engaged:
o Generational gaps maybe evident amongst your staff, but for best
outcome you must find common ground for your team’s success!
o Create a team Case Study for submission to NACCU for
reviewing or posting in The Vault.
o Spend 5 minutes
o Monthly or bi-weekly 1:1’s
o Have think tanks and once ideas are refined to fit operation,
USE THEIR IDEAS.
▪ Shows that they are being listened to.
o Quiz them on 212 degree tenants
o Ask them how their strengths helped accomplish a task. Also,
identify to them which strength aided them.
o Dress code and Attendance Policy.
o Reminder to check pass down binder each shift.
o Institutions payroll close and pay dates; along with holiday
closings.
o Kudos and tie them back to 212 degree customer service.
o A Bit About YOU…has contact info and b-days, etc. of your
staff ☺
Helping Skills for Professional Development
Gator 1 Central Student Employee Evaluation Form
Student Employee’s Name: ____________________________________________________ Job Title: _____________________________________________________________ Evaluation Period: _____________________________________ Today’s Date: ______________
All characteristics may not apply to each student because of the great diversity in the opportunities for employment: therefore, if a category cannot be rated OBJECTIVELY, please make the comment “NOT OBSERVED/NOT APPLICABLE”. Please rate the student employee’s performance in the areas listed, using the rating scale below. NOTE: There is a section for both the employee and the supervisor to provide a rating. 1 -Exceeds Expectations 2- Meets Expectations NI- Needs Improvement N/A- Not Observable/Applicable
Competencies Employee Rating
Supervisor Rating
QUALITY OF WORK: Achieves satisfactory results for duties and tasks completed
QUANTITY OF WORK: Works effectively and efficiently; tasks done in a timely manner; handles multiple tasks
CUSTOMER SERVICE: Ensures requests have timely and complete responses 212 Degree Customer Service knows and shows the 12 tenants.
RELIABILITY: Job completion, ability to get things done, conscientiousness
KNOWLEDGE AND SKILLS: Demonstrates working level of skill/knowledge in area of expertise. Applies professional and technical expertise to best meet department/area needs. Low error card percentage. Cash handling errors<1.
DEPENDABILITY: Punctual and reliable in attendance; completes assigned duties and tasks.
PROFESSIONALISM: Interacts will with others in the office; conducts him/herself professionally
INITIATIVE: Interest in assuming added responsibilities. Seeks out assignments regularly.
LEADERSHIP: Demonstrates leadership abilities and understands the Strengths-based groundwork of abilities.
COMMUNICATION: Exercises solid listening, written, and oral communication skills. Takes constructive criticism as teachable moments.
General Comments (includes areas of strength and areas needing improvement):
1. Currently, how does your card office conduct recruiting for student staff?2. What does your card office's student staff training look like?3. How does your card office evaluate/measure your student staff's professional development?4. What responsibility do you feel that we as professional staff have to fostering the holistic development of student staff?5. When faced with disconnect, what are some methods used to refocus student staff members on their career aspirations?
Corry M. Moore, MSTL Operations Manager, Gator 1Central
University of Florida Business Services DivisionUF Bookstore Welcome Center | Room G071 | PO Box
112115| Gainesville, FL 32611-2450P: 352.392.8343 | E: [email protected]