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Putting Together a Front Line Services Dream Team


Putting Together a Front Line Services Dream Team – PowerPoint PPT presentation

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Title: Putting Together a Front Line Services Dream Team

  • Putting Together a Front Line Services Dream Team

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

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

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

  • 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

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

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
  • Coming together
  • Staff recruitment
  • Job description
  • Recruitment process

  • 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?

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
  • 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

Keeping together Coordinating the
team Training new staff Moving through areas

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

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

  • 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.
  • 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
  • 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.

  • Questions?

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