Putting Together a Front Line Services Dream Team

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• Putting Together a Front Line Services Dream Team

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Coming together is a beginning. Keeping together
is progress. Working together is success.
(Henry Ford)
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• Donna Jabillo
• Supervisor, Student Information Services
• Leanne Kearns
• Manager, Student Information Services

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• Brainstorm
• Challenges of building a dream team
• Presentation Objectives
• Coming together staff recruitment
• Keeping together coordinating the team
• Working together making it happen

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• Who we are
• 1 team supporting 2 campuses
• UBC Vancouver
• Over 44,100 students
• UBC Okanagan
• Over 4 800 students
• 395 km / 245 miles

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• Who we are
• Having 2 locations, we deal with
• Differences between big campus vs. little campus
• More affiliate groups at UBC Vancouver who share
  the same facilities services
• Movement between campuses regarding transferring
  and visiting
• Provide seamless services for both

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Then
Now
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(No Transcript)
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Welcome Centre
Call Centre
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What we do
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What we dont doanymore
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• 11 languages spoken
• 72 countries visited
• 32 degrees acquired
• 6 degrees in progress
• 28 dedicated professionals
• ______________________
• 1 DREAM TEAM

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Student Information Services
Associate Registrar DirectorRecords,
Registration and Student Information Services
Manager, Student Information Services Manager,
Non-Degree Studies Program Manager
Supervisors, Student Information Services
Student Resource Clerks, Student Information
Services
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• Coming together
• Staff recruitment
• Job description
• Recruitment process

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• Job description
• Is knowledgeable about customer service
  principles and provides service that is
  excellent, seamless and accessible. Deals with
  customer service complaints. Resolves complaints
  or negotiates with senior staff in other areas to
  remedy the situation.
• Interview Question
• We all experience conflict from time to time.
  Please describe a serious conflict that youve
  experienced with a coworker in the last year.
  How did you approach it? Was it resolved? What
  was the outcome?
• Reference check question
• How did the candidate resolve conflict between
  her/himself and colleagues?

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Team Strengths

• oral and written communication
• excellent team player lighthearted humility
  positive attitude
• eager to help students
• diverse creative compassionate
• capable stay calm on the outside towards
  students when they are upset friendly
• unity and energy
• baking for goodie days humorous
  flexible dynamic
• a genuine desire to help students cooperative
  independent
• experienced
• easy-going decluttering staying calm under
  pressure and organizing our work areas
• resourceful willing to look out for
  each other at all times
• customer service
• troubleshooting student inquiries

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Keeping together Coordinating the
team Training new staff Moving through areas

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Keeping together Coordinating the team
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• Keeping together
• Coordinating the team
• Personality mixes
• Dealing with conflicts
• Distributing expertise

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• Working together
• Making it happen
• Professional Development
• Positioning staff to be student voice
• Providing services for various portfolios

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• Challenges What the Staff Say

Speaking about policies that are not clear to
staff or students.
Being spread out and not with all team mates at
all times.
Lots and lots of workcalls, emails, line upsit
never ends!
Not always receiving back end support for the
units we represent.
Keeping up with all the changes of policies and
procedures and ensuring accuracy of information.
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• What students say
• Student Information has been the most helpful
  service in answering and solving my many
  questions and problems as a UBC student. I
  always entered Brock Hall with a confidence that
  I would have my questions answered or problems
  resolved. This is not something I can say about
  the other bodies that have been created to help
  students navigate through the often confusing and
  overwhelming bureaucracy of UBC. Indeed,
  Student Information stands out as one of the
  better, if not the best, programs to help
  students.
• I do not think that there needs to be any
  improvement, since you guys are just awesome at
  what you do!
• The staff there have been extremely kind, patient
  and have treated me with extreme respect, even in
  the most busy and stressful situations. These
  are the most professional, competent, and well
  organized people I have seen. I believe they
  honestly care about their job, which is extremely
  valuable to the students they serve. I hope they
  are aware of how good a job they do.

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• Questions?

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• Donna Jabillo
• Supervisor, Student Information Services
• donna.jabillo_at_ubc.ca
• Leanne Kearns
• Manager, Student Information Services
• leanne.kearns_at_ubc.ca