Student Supervisors & the Key to Professional Development Indiana University

Technology Center Consulting (TCC) Teresa Pearson – Assistant Manager Jordan Lewis – Technical Director

Who we are Technology Center Consulting (TCC)38,000 students on our campus (8 campuses) 15,000 residents 145 student consultants25 student supervisors5 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 teamEach professional staff became a mentorBi-weekly meetingsMentor meetings, gold stars, PDIsDo routes, side-by-sideLearn from each other

Success! Still early but… More Cohesive group They feel more involved Better communicationAccountabilityResponsibility

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???