ISSP representatives are available until 12:45 pm to answer your questions.

Meet exhibitors with creative technology and service solutions in the Exhibit Hall. Don't forget to turn in your Exhibitor Passport by 10:30 am today to be eligible for prizes.

Join your colleagues for a hearty breakfast at Christopher's Restaurant at The Heldrich Hotel Ballroom.

Presenters:

Mary Austin, Desiree Drindak, Kristin FitzSimons, & Anne Sweet - Empire State University

Is your department facing staffing projections that are a little too lean? Are you looking to identify talent within your team(s) for effective employee retention and professional development? Join members of Empire State University’s Office of Enrollment Management and Marketing (OEMM) as they share their objectives, goals, and insights on developing the institution’s first-ever strategic goal in Succession Planning.

This session will provide a three-way perspective on the planning, implementation, and experience of participating in OEMM’s Management and Leadership Training Program. This multi-level strategic initiative spanned 12 months, included 7 cohort participants, and 6 training modules covering topics such as emotional intelligence, change management, humility in leadership, managing others and more. Attendees will learn innovative ways to address succession planning in their organization, how to incorporate positive feedback loops into staff development plans, and how the infusion of professional coaching and mindfulness results in positive changes within organizational culture and employee engagement.

Presenters:

Andrea DiSanto, Joanna Como, & Alyssa Zalewski - Rutgers University-New Brunswick

College students often face many stressful situations, ranging from academic challenges to personal crises. Financial strain, academic pressure, and interpersonal conflicts frequently lead to heightened emotions and potential confrontations. This presentation explores how student services advisors can improve their emotional regulation skills and create practical techniques for de-escalating tensions between college students and their families. By cultivating our own emotional intelligence and regulation, we are empowered to promote productive resolutions with difficult clients from a customer service perspective.

Drawing from personal experiences within our role at the Rutgers One Stop Student Services Center, this session will offer a comprehensive toolkit for educators, advisors, and student support professionals to deploy de-escalation strategies when handling diverse situations to adequately support and communicate with students in the higher education setting. By equipping attendees with a practical approach to foster a deeper understanding of student perspectives, college professionals will be empowered to confidently and compassionately navigate challenging scenarios, fostering a campus culture characterized by empathy and resilience. 

Presenters:

Barbara Barton & Alex Spaul - University of Delaware University

One often-overlooked resource in this process is student workers. This presentation proposes to explore the untapped potential of leveraging student workers within enrollment management contact centers. By harnessing their unique perspectives, energy, and skills, institutions can enhance their outreach efforts, improve student engagement, and ultimately boost enrollment numbers.

Presenters:

Tori Watson - Edamerica

In today's dynamic educational landscape and with phone assistance being the biggest service volume for most student services areas, optimizing inbound calls is crucial for providing exceptional student experiences. This session outlines our One-Stop’s decision to outsource inbound calls and explores innovative approaches to leveraging data insights to redesign the student experience. It also includes how we integrated modern technologies to bridge service gaps and elevate student satisfaction.

We will also examine how our partnership with Edamerica allowed us to:

• Identify bottlenecked service areas resulting in response delays

• Improve processing timelines and service metrics

• Develop stakeholder buy-in for technology and in-person service enhancements

• Become more proactive in our student success and retention initiatives

• Streamline services resulting in higher enrollment rates

During this process, we worked closely with the institution and their home office partners and explored the power of data analytics in understanding student needs and preferences. We uncovered methods for collecting, analyzing, and leveraging data to personalize interactions, anticipate concerns, and proactively address student inquiries and concerns.

Join us for an insightful discussion as we delve into the connection between data, technology, and service excellence in the realm of inbound calls, creating a path for a more seamless and personalized student experience.

Enjoy refreshments in the ballroom foyer.

Presenter:

Olubanke Taiwo - University of West Georgia

Have you ever found yourself amidst the whirlwind of organizational change, wondering how to navigate the ever-evolving landscape of higher education? Our department knows the feeling all too well. Join us on a journey through five years of transformation within our department, where we've navigated shifts in organizational culture and embraced change as a catalyst for growth.

From our humble beginnings as an Enrollment Services Center to our current role as the Student Solutions Team within the Momentum Center's innovative one-stop service framework, our evolution has been nothing short of remarkable. But with change comes challenges, and we've faced them head-on, leveraging our experiences to forge a path forward.

In this presentation, we'll explore the strategies and insights guiding our transformative journey. Our new initiatives have forged partnerships, enriching student experiences and support services. The adoption of a university-wide ticketing system marked a significant step forward, enhancing efficiency and collaboration. Transitioning to the Strategic Enrollment Management division laid the foundation for growth. Additionally, it prompted department-wide restructuring, fostering collaboration and cohesion. As a result, pivotal roles emerged, focusing on opportunities for professional growth and advancement, enriched training, and equipping employees for hybrid responsibilities, thereby cultivating innovation and synergy.

Whether you're a seasoned professional or just starting out, there's something here for everyone. Join us as we uncover insights, confront challenges, and unveil best practices for navigating organizational change. Embrace the journey of continuous improvement and discover the transformative power inherent in embracing change.

Presenter:

Elliot Felix - Buro Happold

We've all seen the signs when student service integration breaks down. Confusion about who offers what services. Siloed student data on separate systems. Competing KPIs like efficiency and engagement. Inconsistent policies that undermine the culture. Instead of enabling student success, these and other problems inhibit it.

How can you get what you offer, how you're organized, and how you operate in sync? 

In this hands-on session, student success consultant, speaker, and author Elliot Felix will introduce a free tool to help get your team aligned and inspired. He’ll take participants through the 8Ps of an integrated operating model for student services: purpose, programs, people, partners, policies, processes, platforms, and places. Along the way he’ll use case studies to illustrate common challenges and solutions as well as trends to help you stay ahead of the curve. You'll leave this session with practical steps you can take tomorrow to enable student success.

Presenter:

Christian Scioneaux - University of North Texas at Dallas

Being the first person that students in crises see can be a lot to handle as well as being the face of multiple offices when students are frustrated and not ready to work toward a solution.

This session will serve as a space to acknowledge the emotional labor we take up in these roles as well as a space to celebrate the herculean accomplishments that come with working in ISS. Without acknowledging both sides of this coin ISS front line staff are prone to burn out and leaving the area of ISS.

Presenters:

Tara Kurilchick & Lin Shay - West Virginia University

Learn how West Virginia University has maintained a hybrid office structure as many other institutions have required a full return to office. We will discuss the structure of our staffing, the pros and cons of our hybrid operation, and how we work with our fully remote home offices.

Don't forget to turn in your Exhibitor Passport by 11:40 am to be eligible for prizes.

Presenters:

Maricela Alvarado & Nan Chen - University of California San Diego

University of California San Diego’s Erasing Equity Gaps via Collective Impact is an initiative used to leverage and enhance various support systems and disrupt conventional practices. The model emphasizes structured and collaborative processes across various institutional partners to achieve significant and lasting change.

This session provides participants with a broad overview of the Collective Impact framework and offers a practical guide to its implementation, particularly for implementing a campus one-stop. Through engaging in interactive group discussions and activities and applying the principles of Collective Impact to higher education, participants will work together, leverage resources, and create strategies to address resistance and enhance institutional partnerships.

Presenter:

Katelyn Kim – West Virginia University

While we might want to tout our One-Stop as the MVP of our campus, (which may very well be true!) it is crucial to acknowledge that we do not (and cannot) work alone. We need support and connection to serve our students most effectively.

Join us as we explore strategies to expand beyond our individual spheres and forge robust partnerships grounded in honesty and respect. Using tried and true methods from the worlds of both education and business, we’ll discuss best practices to sell your ideas to reluctant colleagues and build sustainable partnerships for continued growth. Come ready to discuss your current roadblocks to collaboration and create a plan to turn dormant roots into a thriving garden of campus collaboration.

Presenters:

Anh Nguyen , Blaine Haugen, & Heather Luchkow - University of Alberta

Onboarding new staff members sets the tone for their employment journey and their success on your team. The volume of information student service/one stop staff are required to learn can be daunting, which further underscores the importance of a strong onboarding. This presentation will share how the Student Service Centre at the University of Alberta has honed it’s onboarding plans to a comprehensive 10 week program.

Join us as we share an overview of what we cover, how we cover it across various formats and mediums, and how we engage our broader team to ensure that new staff members are set up for success.

Presenters:

Julie Selander - University of Minnesota and Marisol Marrero - New York University

Make your way to the Ballroom for the Closing Town Hall, some final remarks, and we’ll draw names for some fun giveaways.

Facilitated by:

Julie Selander, University of Minnesota

Continuing with the topics discussed throughout the conference, the closing Town Hall session will offer two rounds of facilitated breakout conversations with your colleagues aimed at helping you deepen your understanding of what you learned at the conference, and will help you identify take away ideas to implement when you return to the office.

We'll close out the conference with some closing remarks from ISSP President, Julie Selander, followed by the announcement of contest and prize winners.