Student Centre Induction Manual by olliegoblue28

VIEWS: 19 PAGES: 19

									Engaging New Staff In A
   Service Culture

        May 2007



                   www.rmit.edu.au
              Why an Induction Manual?
• Six staff undertook the Diploma of Business
  (Frontline Management) in 2006 & decided this
  was an opportunity to work together on a project
  beneficial to Student Administration
• The team discussed a number of ideas, and
  decided that the project outcome for Student
  Administration would be a localised induction
  manual.
                  • Reasoning included:
                     – New staff needed clearly defined information
                     – Concise information about Student Administration did not exist
                     – Student Administration’s location was away from the main
                       campus
RMIT University                            Slide 2                  www.rmit.edu.au
                     How did we make it?
• Student Administration Induction Manual
         – In working on the manual, we found:
                  • wealth of information available on the web on
                    induction at local and higher levels
                  • staffs own experiences
         – Ten categories were eventually included




RMIT University                       Slide 3            www.rmit.edu.au
                  What does it look like?
•           Student Administration Induction Manual
         1. Overview
         2. Induction
         3. Equipment, Computer, Software & Other
             Requirements
         4. Human Resources
         5. Staff Training
         6. Occupational Health & Safety
         7. Customer Service
         8. Student Administration Processes
         9. Change Management
         10. Evaluation

RMIT University               Slide 4          www.rmit.edu.au
1 Overview
       – Organisational summaries & structures
                  •   University
                  •   Students Portfolio
                  •   Academic Registrar’s Group
                  •   Student Administration
       – Summary of activities for each Student Admin unit
       – Floor plan of Student Administration
       – Phone and location directory of all Student Admin
         staff


RMIT University                            Slide 5   www.rmit.edu.au
2 Induction
         – An induction schedule for a new staff member
           outlining their first week of activities
         – RMIT Strategic Plan
         – Academic Calendar
         – Campus Map
         – RMIT Induction Checklist



RMIT University             Slide 6         www.rmit.edu.au
3 Equipment, Computer, Software &
  Other Requirements
         – Swipe card access
         – Computer logins, policies, procedures & the
           Helpdesk
         – Telephone and voicemail
         – Photocopy and fax locations
         – ARG equipment
         – Stationery
         – Mail
RMIT University              Slide 7         www.rmit.edu.au
4 Human Resources
         – Hours of work / lunch breaks
         – Public holidays
         – Annual leave / sick leave
         – Employee Self Service (ESS)
         – Pay
         – RMIT Commuter Club



RMIT University             Slide 8       www.rmit.edu.au
5 Staff Training
         – Within the staff workplan including:
                  • Information Technology Services (ITS) training
                  • Open Program
                  • Short Courses




RMIT University                       Slide 9            www.rmit.edu.au
6 Occupational Health & Safety
         – Emergency procedures
         – Health and Safety
         – First aid
         – EO Online
         – Staff Assistance
                  • Ergonomics




RMIT University                  Slide 10   www.rmit.edu.au
7 Customer Service
         – Student Administration stakeholders
         – Service orientation
         – Compliance
                  • Privacy of information
         – Useful websites
         – Acronyms



RMIT University                       Slide 11   www.rmit.edu.au
8 Student Administration Processes
         – Student Administration Working Party
                  • Defining roles and responsibilities for the Student
                    Administration

          Process Name                                Process Name
          Student Enquiry & Applications              Manage Student Relationships
          Applications, Selection and                 Student Programme of Study
          Admissions
          Student Enrolment                           Confer Awards
          Student Financials                          Reporting
          Exams and Results                           Cross Country

RMIT University                            Slide 12                     www.rmit.edu.au
8 Student Administration Processes cont.




RMIT University     Slide 13       www.rmit.edu.au
9 Change Management
         – Change to improve our working environment




RMIT University            Slide 14        www.rmit.edu.au
10 Evaluation
         – For staff to complete within two weeks of
           starting
         – To ensure the Student Administration
           Induction Manual has the most relevant
           information needed for new staff




RMIT University              Slide 15         www.rmit.edu.au
                    Final Product
• The Induction Manual is created on CDs
         – Has a PowerPoint interface directing staff
           through a word document on induction and
           attachments
         – Opens automatically when inserted into the
           computer
• 5 hard copy Induction Manual folders for
  borrowing have also been created

RMIT University             Slide 16        www.rmit.edu.au
                      Distribution
• Each new staff member receives:
         – Electronic copy of the Induction Manual on
           CD to keep
         – Hard copy folder to borrow for 2 weeks
                                               Student Admin
                                             Induction Manual




                                                       May 2007




RMIT University             Slide 17         www.rmit.edu.au
                  Where to?
• The Future
   – The Induction Manual is a living document to
     be updated at least quarterly.
   – The task of updating the manual and CD has
     been allocated to one unit within Student
     Administration.
   – Currently being updated to include all of the
     Academic Registrar’s Group (about 130 staff
     in 4 branches)

RMIT University        Slide 18        www.rmit.edu.au
                  The End



                                 Student Admin
                               Induction Manual




                                         May 2007




RMIT University     Slide 19                        www.rmit.edu.au

								
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