Excellence in Service and Programming Writing Group: Kim Arrendell, Lisa Blazer, Eric Cooper, Andrew Haring, Anne Jimenez, Jennifer Lilly, Bob Miller,

Excellence in Service and Excellence in Service and ProgrammingProgramming

Writing Group: Kim Arrendell, Lisa Writing Group: Kim Arrendell, Lisa Blazer, Eric Cooper, Andrew Blazer, Eric Cooper, Andrew

Haring, Anne Jimenez, Jennifer Haring, Anne Jimenez, Jennifer Lilly, Bob Miller, Mark MunguiaLilly, Bob Miller, Mark Munguia

QuoteQuote

Excellence is to do a common Excellence is to do a common thing in an uncommon way… thing in an uncommon way…

Booker T. WashingtonBooker T. Washington

Process/FormatProcess/FormatReviewed input from Student AffairsReviewed input from Student Affairs

Brainstormed ways to format informationBrainstormed ways to format information

Developed core words Developed core words

Developed definitions for the core wordsDeveloped definitions for the core words

Developed Outcomes/Examples – how will Developed Outcomes/Examples – how will we know it when we see it?we know it when we see it?

Strategic InitiativeStrategic InitiativeDevelop conceptual models for excellent Develop conceptual models for excellent programming and service across the divisionprogramming and service across the division

Develop a shared understanding across the Develop a shared understanding across the divisiondivision

Clearly define what excellence in service and Clearly define what excellence in service and programming meansprogramming means

Develop student learning outcomes, create new Develop student learning outcomes, create new programs, develop services, assess progressprograms, develop services, assess progress

Core ConceptCore Concept

Student Affairs professionals: Student Affairs professionals: making every interaction an making every interaction an opportunity to affect positive opportunity to affect positive changechange

Communicate. Connect. Communicate. Connect.

Collaborate. Create.Collaborate. Create.

BE UTSA!BE UTSA!

Definition-CommunicateDefinition-CommunicateCOMMUNICATE: COMMUNICATE: To achieve excellence in To achieve excellence in service and programming, Student Affairs service and programming, Student Affairs professionals must effectively communicate by professionals must effectively communicate by

– providing clear, concise, knowledgeable, accurate and providing clear, concise, knowledgeable, accurate and timely information; timely information;

– using multiple means of communication;using multiple means of communication;– identifying and anticipating needs; identifying and anticipating needs; – serving as advocates; serving as advocates; – suspending assumptions; suspending assumptions; – listening to understand; listening to understand; – understanding and respecting diverse perspectives;understanding and respecting diverse perspectives;– interacting in a professional and courteous manner; interacting in a professional and courteous manner; – being accountable for our own actions; being accountable for our own actions;

Outcomes - CommunicateOutcomes - CommunicateOutcomes of Excellent Outcomes of Excellent Communication for ServiceCommunication for Service– Guidelines and priority dates are metGuidelines and priority dates are met– Peak seasons are successfully managedPeak seasons are successfully managed– Processes are easy to navigateProcesses are easy to navigate– Information provided is consistent and Information provided is consistent and

trustworthytrustworthy– Participants evaluate information and apply it Participants evaluate information and apply it

to problem-solving researchto problem-solving research– Be the last to serveBe the last to serve

Outcomes - CommunicateOutcomes - CommunicateOutcomes of Excellent Outcomes of Excellent Communication for ProgrammingCommunication for Programming– Participant-focused Participant-focused – Broad-based appealBroad-based appeal– Reflect the needs and interests of all usersReflect the needs and interests of all users– Targeted to specific needs of diverse Targeted to specific needs of diverse

populationpopulation– Intentional and purposefulIntentional and purposeful– Inclusive Inclusive – Participants can convey the impact programs Participants can convey the impact programs

have on their learning and developmenthave on their learning and development

Definition - ConnectDefinition - ConnectCONNECT: CONNECT: To achieve excellence in services To achieve excellence in services and programming, Student Affairs professionals and programming, Student Affairs professionals must connect by: must connect by:

– making every interaction positive and memorable; making every interaction positive and memorable; – realizing every moment provides an opportunity to make realizing every moment provides an opportunity to make

a positive and lasting impact; a positive and lasting impact; – engaging the community in the process;engaging the community in the process;– providing individualized attention; providing individualized attention; – building relationships and community; building relationships and community; – recognizing the dignity and worth of the individual; recognizing the dignity and worth of the individual; – showing appreciation; showing appreciation; – providing a nurturing and safe environment; providing a nurturing and safe environment; – recognizing and honoring commonalities and recognizing and honoring commonalities and

differences. differences.

Outcomes - ConnectOutcomes - ConnectOutcomes of Excellent Connections Outcomes of Excellent Connections for Servicefor Service– Retention rates increaseRetention rates increase– Appreciate and value peopleAppreciate and value people– Invest in the process and the universityInvest in the process and the university– Positive university experiencePositive university experience– Be fully presentBe fully present– Concerns and needs are understood and metConcerns and needs are understood and met– Contacts are trusted and reliableContacts are trusted and reliable– Discussion is open, honest and fairDiscussion is open, honest and fair

Outcomes - ConnectOutcomes - ConnectOutcomes of Excellent Outcomes of Excellent Connections for ProgrammingConnections for Programming– Participation and retention rates Participation and retention rates

increaseincrease– Opportunities for interaction existOpportunities for interaction exist– Sense of community and prideSense of community and pride– Appreciate and value peopleAppreciate and value people– Invest in the process and the universityInvest in the process and the university– Evidence of learning and engagementEvidence of learning and engagement

Definition - CollaborateDefinition - CollaborateCOLLABORATE: COLLABORATE: To achieve excellence in To achieve excellence in services and programming, Students Affairs services and programming, Students Affairs professionals must collaborate by:professionals must collaborate by:

– effectively utilizing resources; effectively utilizing resources; – cooperatively working with others; cooperatively working with others; – building and maintaining lasting relationships and building and maintaining lasting relationships and

community; community; – being open to change and diverse ideas;being open to change and diverse ideas;– practicing mutual respect; practicing mutual respect; – creating synergy across the division and the university; creating synergy across the division and the university; – balancing service with operating procedures and balancing service with operating procedures and

policies;policies;– learning to appreciate the duties and responsibilities of learning to appreciate the duties and responsibilities of

others. others.

Outcomes - CollaborateOutcomes - CollaborateOutcomes of Excellent Collaboration for ServicesOutcomes of Excellent Collaboration for Services– A shared vision for successA shared vision for success– Effective use and access of university facilities and Effective use and access of university facilities and

resourcesresources– Clear pathways for achieving goalsClear pathways for achieving goals– Networking is valuedNetworking is valued– Awareness of available resourcesAwareness of available resources– Problems are approached as opportunitiesProblems are approached as opportunities– Services are provided in a non-threatening and secure Services are provided in a non-threatening and secure

environmentenvironment– Exhibit positive attitudes that support collaborative Exhibit positive attitudes that support collaborative

learning and productivitylearning and productivity        

Outcomes - CollaborateOutcomes - CollaborateOutcomes of Excellent Collaboration Outcomes of Excellent Collaboration for Programmingfor Programming– Academically, socially and personally Academically, socially and personally

developeddeveloped– Effective use and access of university facilities Effective use and access of university facilities

and resourcesand resources– Participant input is valued in program designParticipant input is valued in program design– Reflection of the UTSA mission, vision and Reflection of the UTSA mission, vision and

valuesvalues– Diverse perspectives are sought and valuedDiverse perspectives are sought and valued– Culture of networkingCulture of networking– Integrated programs       Integrated programs       

Definition - CreateDefinition - CreateCREATE: CREATE: To achieve excellence in services and To achieve excellence in services and programming, Student Affairs professionals must programming, Student Affairs professionals must create unique and innovative experiences by: create unique and innovative experiences by:

– recruiting individuals who are passionate about student recruiting individuals who are passionate about student success; success;

– taking risks; taking risks; – working to reduce obstacles; working to reduce obstacles; – building stability through our daily actions;building stability through our daily actions;– researching new trends; researching new trends; – fostering creative, safe and welcoming opportunities; fostering creative, safe and welcoming opportunities; – assessing and analyzing results; assessing and analyzing results; – encouraging input across the division; encouraging input across the division; – challenging the status quo.challenging the status quo.

Outcomes - CreateOutcomes - CreateOutcomes of Excellent Service CreationOutcomes of Excellent Service Creation– Encourage exploration of personal PaseosEncourage exploration of personal Paseos– Develop character, accountability and responsibilityDevelop character, accountability and responsibility– Positive memorable experiencesPositive memorable experiences– Innovation is valued and supportedInnovation is valued and supported– Consistent assessment and evaluationConsistent assessment and evaluation– Simplified and streamlined servicesSimplified and streamlined services– Cultivation of leadership skillsCultivation of leadership skills– Continually evolving servicesContinually evolving services– Accept challenges as opportunitiesAccept challenges as opportunities– Multiple processes and diverse perspectives exploredMultiple processes and diverse perspectives explored

Outcomes - CreateOutcomes - Create

Outcomes of Excellent Program Outcomes of Excellent Program CreationCreation– Constantly evolvingConstantly evolving– Innovation is valued and supportedInnovation is valued and supported– Authentic learning encountersAuthentic learning encounters– Cultivate leadershipCultivate leadership– Positive memorable experiencesPositive memorable experiences– Plan and forecast for needs assessmentPlan and forecast for needs assessment

Now What?Now What?Use the definitions to help create and Use the definitions to help create and improve programs in our areasimprove programs in our areas

Use the definitions to create and improve Use the definitions to create and improve our servicesour services

Use the definitions and the outcomes to Use the definitions and the outcomes to help create student learning outcomeshelp create student learning outcomes

Use the definitions and outcomes to help Use the definitions and outcomes to help assess programs and servicesassess programs and services

Small Group Discussion – Let’s Small Group Discussion – Let’s Apply the ConceptApply the Concept

Student Affairs Professionals: making every interaction an Student Affairs Professionals: making every interaction an opportunity to affect positive changeopportunity to affect positive change

Communicate. Connect. Collaborate. Create.Communicate. Connect. Collaborate. Create.BE UTSA!BE UTSA!

Name a particular service or programName a particular service or program

Describe how you would go about making changes or creating a Describe how you would go about making changes or creating a new program or service based on these core conceptsnew program or service based on these core concepts

Write a student learning outcome (if applicable)Write a student learning outcome (if applicable)

How will you train staff on these core concepts?How will you train staff on these core concepts?

How will you evaluate the success of programs or service based How will you evaluate the success of programs or service based on these core concepts?on these core concepts?