Engaging New Staff In A Service Culture

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Engaging New Staff In A Service Culture

• May 2007

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Why an Induction Manual?

• Six staff undertook the Diploma of Business
  (Frontline Management) in 2006 decided this was
  an opportunity to work together on a project
  beneficial to Student Administration
• The team discussed a number of ideas, and decided
  that the project outcome for Student
  Administration would be a localised induction
  manual.
• Reasoning included
• New staff needed clearly defined information
• Concise information about Student Administration
  did not exist
• Student Administrations location was away from
  the main campus

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How did we make it?

• Student Administration Induction Manual
• In working on the manual, we found
• wealth of information available on the web on
  induction at local and higher levels
• staffs own experiences
• Ten categories were eventually included

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What does it look like?

• Student Administration Induction Manual
• Overview
• Induction
• Equipment, Computer, Software Other
  Requirements
• Human Resources
• Staff Training
• Occupational Health Safety
• Customer Service
• Student Administration Processes
• Change Management
• Evaluation

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• 1 Overview
• Organisational summaries structures
• University
• Students Portfolio
• Academic Registrars Group
• Student Administration
• Summary of activities for each Student Admin unit
  
• Floor plan of Student Administration
• Phone and location directory of all Student Admin
  staff

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• 2 Induction
• An induction schedule for a new staff member
  outlining their first week of activities
• RMIT Strategic Plan
• Academic Calendar
• Campus Map
• RMIT Induction Checklist

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• 3 Equipment, Computer, Software Other
  Requirements
• Swipe card access
• Computer logins, policies, procedures the
  Helpdesk
• Telephone and voicemail
• Photocopy and fax locations
• ARG equipment
• Stationery
• Mail

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• 4 Human Resources
• Hours of work / lunch breaks
• Public holidays
• Annual leave / sick leave
• Employee Self Service (ESS)
• Pay
• RMIT Commuter Club

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• 5 Staff Training
• Within the staff workplan including
• Information Technology Services (ITS) training
• Open Program
• Short Courses

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• 6 Occupational Health Safety
• Emergency procedures
• Health and Safety
• First aid
• EO Online
• Staff Assistance
• Ergonomics

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• 7 Customer Service
• Student Administration stakeholders
• Service orientation
• Compliance
• Privacy of information
• Useful websites
• Acronyms

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• 8 Student Administration Processes
• Student Administration Working Party
• Defining roles and responsibilities for the
  Student Administration

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• 8 Student Administration Processes cont.

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• 9 Change Management
• Change to improve our working environment

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• 10 Evaluation
• For staff to complete within two weeks of
  starting
• To ensure the Student Administration Induction
  Manual has the most relevant information needed
  for new staff

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Final Product

• The Induction Manual is created on CDs
• Has a PowerPoint interface directing staff
  through a word document on induction and
  attachments
• Opens automatically when inserted into the
  computer
• 5 hard copy Induction Manual folders for
  borrowing have also been created

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Distribution

• Each new staff member receives
• Electronic copy of the Induction Manual on CD to
  keep
• Hard copy folder to borrow for 2 weeks

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Where to?

• The Future
• The Induction Manual is a living document to be
  updated at least quarterly.
• The task of updating the manual and CD has been
  allocated to one unit within Student
  Administration.
• Currently being updated to include all of the
  Academic Registrars Group (about 130 staff in 4
  branches)

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The End