student supervisors & the key to professional development indiana university
Post on 22-Dec-2015
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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!
