Student Assistants: The Face of

Customer ServiceKim Diawara – University of Colorado BoulderJeanne Breiner – Colorado State University Kendra Heinrich – Metropolitan State University Denver

What we hope to accomplish today!

O Open discussion of our recruitment, training, and continued support of student assistants

O Feed back on your experiences

O Learn something new

Overview of Our Process

O What office are you in?O General Student DutiesO Number of Student Assistants

Hiring ProcessO How do you advertise positions?O What requirements do you have

O Work study awardO Office skillsO Hire for specific job or general office

O Do you interview? By phone or in-person

O Background checks required?O New Hire paperwork – how do you

handle?

Setting SchedulesO Do you hire for specific times during

the day?O Office hoursO Phone hours

O Does student set their own schedule?

O Do you set the schedule?O How do you determine coverage?

Setting ExpectationsO How does the student know what is

expected? O Job performanceO Attendance O Dress codeO When there is no work to do – then

what

Scheduled MeetingsO How often?O How do you schedule?

O Days / timesO Are there goals for the meetings?O What is typically covered?O Professional development?

TrainingO Who does training?O How do you train?O Do you cross train with other departments?O Do you require FERPA? How is it completed?

O What systems do your students access?O Student Information SystemO ImagingO Others?

DutiesO What are the typical job duties for

student assistants?O Phone bankO Front deskO Imaging / captureO Process transcripts (Registrar’s Office)O Process credentials (Admission’s Office)O Test Score near matchO Process MailO Filing

RewardsO How Often?

O PotlucksO Birthday clubsO Courtesy transcriptsO Finals survival bagsO Resume of Skills acquired

ResultsO Dependable/Reliable StudentsO Mutual TrustO Students feel valued, engaged, want

to return year after yearO Make staff perform betterO Professional office experienceO Year end performance evaluationsO Student Feedback on experience O SUCCESSFUL YEAR!!

THANK YOUHave more questions? Feel free to contact us!

O kim.diawara@colorado.eduO kheinri4@msudenver.eduO jeanne.breiner@colostate.edu