ACUI Region 5 Presented by Paul Ford, Dave Robertson, Jeremy Dale Plemmons Student Union Appalachian State University

 Brainstorm on best practices  A brief history of the PSU and its employment practices  Discussion of the evolution of our training and student driven work culture  Have fun!

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 Original building opened in the 60’s  30 staff (50 with Event Staff)  4 good Supervisors  Meeting rooms  Offices  Dining facility  1 Multi-purpose room (150 capacity)  1 Program space ( The Pub)

 Minimal training  No consequences  Low morale  High turnover (80% attrition between Spring and Fall)  Good workers discouraged  Not a great place to work

A Dramatic Re-enactment Disclaimer: No Unions were harmed during the filming of this clip.

  Opened in 1995  57,000 Sq. feet added  Ballroom  Cascades Cafe  Fitness Center  Offices  Meeting Rooms  Lounges  Fitness Center  Roof Top Patio  Coffeehouse  New Gameroom  Computer labs  Amphitheater

 Lack of Knowledge or Skill  Addressed through training and experience  Lack of Motivation  Addressed through reward and recognition  Establishing pride in the workplace  Empowering supervisors and student staff  Faulty System  Ex: to get a day off, an employee would have to go directly to a Supervisor  Addressed through a new substitution system  No full-time housekeepers  Maintenance needs ignored

 ACUI Drive-In  Created Assessment Tools  Life Skills  Job Skills  Leadership Skills  Training Evolves  Leadership Team  Expanded to include Managers  Team building

 No longer running a “Country Store” STEP: Student Training and Education Program  Training and team building  Rewards and recognition for good performance  Accountability and consequences for poor performance  A new organizational culture created when the new addition opened—easiest time to do so!

 Closer supervision  Paid attention to absenteeism  Consequences for infractions  Verbal warning  Written warning  Dismissal from position  Reward and Recognition  Outstanding work performance  Employees of the Week, Month, Year  Work schedule priority  Goodie bags  Picture on WPSU  Congratulatory letter from Director  Opportunity for advancement to Leadership Team

 EMS- Event Management System  Established room usage policies  New furniture  New A/V  Showcase facilities  Expanded hours  120+ Staff  6 Supervisors plus other leadership positions  Shirts  Resume’ support  Treating staff like part of the team!

 More intentional leadership skills training  Monthly workshops and feedback opportunities  Expanded training for all staff  Shots Fired workshops  Evaluations of all student and Leadership Team staff

 Other than graduation, 10% or less turnover  “Cradle to Grave” employees  Waiting list for new hires  Pride in the Union  Pride in their jobs  Sense of Family

Your thoughts, ideas, questions….. What are some of your best practices?