Student Supervisors & the Key to Professional Development Indiana University.

Student Supervisors & the Key to Professional Development

Indiana University

Technology Center Consulting (TCC)

• Teresa Pearson– Assistant Manager

• Jordan Lewis– Technical Director

Who we areTechnology Center Consulting (TCC)

38,000 students on our campus (8 campuses)

15,000 residents

145 student consultants

25 student supervisors

5 professional staff

What we do

Provide software support to students in

computer labs

Provide in-room consulting for network

connections

Maintain printing in computer labs

Challenges

Sheer Numbers • lots of customers• lots of lab consultants• 24/7 Operations

Students supervising students

Part-time employees

(primarily focused on school)

More Numbers

131 computer labs

2092 total computers• 343 Macintosh• 1749 PCs

38,000 Students & 15,000 Residents

We are here

They are here

Logistical Nightmare...

You can relate…

Our solution…

Mentors!

Mentoring Program

Tools – lots of tools

Online Performance

Record

Mentor Meetings Shift Report Intranet

Pages

Online Performance Record

DIGITAL, REAL-TIME, CUMULATIVE, AND FULL-DISCLOSURE

Performance Record

Performance Record – 16 Questions

All “No’s” Must be Communicated

Cumulative Percentages

Answers Visible for Everyone

“More” Help with Answers

Yes/No Answers

16 Total Questions

4 Categories

Training Goals

Skill Builders

Basic

New Consultant

Handbook

Attendance

Have a Heart

Attendance Points & Appeals

Attendance Record

Attendance – 15 points = Termination

Mentor Meetings

Rehire/No Rehire

End of Semester Evals

Professional Development

Weekly One-on-one Meetings

6-8 Mentees

Mentor Comments

Training for both Consultant & Supervisor

Talking Points for Each Meeting

Set Goals & Expectations

End of Semester Evals

All Meetings Documented

Shift Report

Intranet Pages

Successes

Well mentored = promotion to supervisor

Supplement college degree with experience & skills

Happier employees = happy customers = budget dollars $$$

Moving on to other positions at IU and beyond

So, we have this wonderful system in place for the consultants…

And, it works!We’re changing lives!

Much to our surprise (really?)… Our supervisors need more supervision…

(they’re students too…)

We are here

They are here

Logistical Nightmare...

Challenges

We’re spread all over campus

They’re doing routes – we’re in

our offices

Much confusion about procedures

Training inconsistent

MIA during shifts (some going

home)

A numbers game!

What to do…

Mentor them…

Aha! It works for the consultants – why not the

supervisors???

What to do…

Divide the supervisor team

Each professional staff became a mentor

Bi-weekly meetings

Mentor meetings, gold stars, PDIs

Do routes, side-by-side

Learn from each other

Success!Still early but…

More Cohesive group

They feel more involved

Better communication

Accountability

Responsibility

Professionally Developed supervisors

Experience and skills for resume

Happier employees = happy customers = more budget dollars

Promotions at IU and beyond IU

Fringe Benefits

A few of our own…

Hundreds of our hourly, student employees have been promoted at IU and they tell us their experience at TCC was instrumental in their success!

"TCC is a life changing opportunity that will lay the foundation for

future success. Working as a Consultant gave me a glance into what I could do and be, it created

possibility and changed my life. Without a doubt I would not be who I am or where I am if I had not been

a Consultant."

"The life lessons I learned while a Consultant and Support Staff are

too numerous to list."

"Working as a consultant taught me about how IT support actually

works. Not just sitting down at a buddy’s computer and fixing it, but

the actual organizational and customer support aspects of it. It

also help me become familiar with IU’s IT systems. No matter how

much you think you know about IT support, there is always more you

can learn."

We’re Changing Lives!

We believe this… and it guides our actions every day!

Questions???

[email protected]@indiana.edu