Campus Resource CenterMission and Strategies

CRC Function and Mission

The Campus Resource Center (CRC) serves as a resource not only for faculty and students, but also for Open Campus staff and visitors. The CRC serves a hybrid function, performing as both an academic unit and a “one-stop” customer service unit for the campus.

The mission of the CRC is to provide a superior experience to all Open Campus visitors or callers. Excellent customer service, flexibility, and responsiveness are the priorities of this campus team. To this end, the function and purpose of this unit will be communicated clearly to all stakeholders.

Open Campus CRC

AcademicUnit

“One-Stop” Unit

Priorities& Tasks

Visitor Reception – Welcome Desk

Phone ReceptionCopy/Print Assistance

Meeting SetupEvent Planning

Technology Assistance

Student Overrides

Student AppealsStudent

ComplaintsFaculty Pay

Faculty HiringFaculty

EvaluationCourse

Schedulingand Encoding

Who is the CRC?• Amy Moore – Interim Program Manager

Faculty support, student appeals, faculty evaluations, academic complaints, staff scheduling, virtual conference administration

• Katherine Martin – Project CoordinatorFaculty support, student support, academic complaints, student overrides, technical assistance, project/event/meeting support, academic data/research/reports, evaluation tracking, stipend processing.

• Cindy McNally – CRC Receptionist, AA IIPhone and front desk reception, monitor academic grading schedule, student overrides, IRM backup, syllabus checks, faculty support

• Teresa Dickerson – IRM Specialist, ASIRM/faculty pay, course encoding, course overrides, enrollment reports, faculty support, student support

• Jamie Bickerstaff – Program FacilitatorCourse shell preparations, textbooks, desk copies, enrollment monitoring, phone and desk coverage

How Does the CRC Work?

Calls and Visitors

Staff Request

Student

Request

Faculty

Request

E-mails

Reception DeskMonday-Friday7:30 a.m.-5:00 p.m.Cindy McNally/All Members

Shared CRC MailboxMonday-Friday7:30 a.m.-5:00 p.m.All CRC Members

Case Study – Student Override

Team members: Cindy, Teresa and KatherineThis team manages an average of 120 inquiries a semester.

Inquiry

Evaluate

Situation

Propose Solution

Request Permissi

on to Overrid

e

Follow-up

with Student

Support provided: Dean communicates override process each semester,standard phone/email script used and inquiries are tracked to ensure follow-up.Positive outcomes: Increased enrollment, faculty and students are receive one-on-one support, improved communication

Case Study – Academic AppealTeam members: Amy and BarbaraOpen Campus manages an average of 75 academic appeals each semester. This team provides research support to the Dean

Request

Research

Communication

EvidenceGathering

Report

To Dean

DeanDecisionMaking

Support provided: Dean communicates the process, team members have extensive training, appeals are tracked to ensure follow-up.Positive outcomes: Expedites the appeal decision making process, when all possible - alternate solutions are recommended, faculty and students receive one-on-one support, quality solutions and improved communication

Case Study – Course EncodingTeam members: Teresa and JamieThis team coordinates with the Director of E-Administration to encode and monitor on average, 400 courses a semester.

Schedule Planning

EncodeCourse in Orion

Encode Course in FDLC

Add Instruct

or

Monitor Enrollm

ent Progress

Support provided: Director of E-Administration communicates process and provides schedule, staff attend encoding training, courses are checked, enrollment monitored weekly

Positive outcomes: Courses are added as needed and increased enrollment,

Case Studies - The Keys to Success

Receive Promptly

Analyze

ExecuteMonitor

Follow-up Courteous

CustomerService

Snapshot of Peak Work Times

Assistants Coordinators0

10

20

30

40

50

60

January February March AprilMay June July AugustSeptember October November December

Number of tasks assigned on CRC task spreadsheet

Numbers Speak VolumesAverage Numbers Served Each Semester

14,700*

Students

*Duplicated Headcount

157AdjunctFaculty

91Full-TimeFaculty

200Payroll/IRMS

400Courses Encoded

120Overrides

+1,800Inbound External

Calls

75Academic Appeals

+1,700Inbound Internal

Calls

+485Outbound

calls

CRC Six Month TimelineGoals and Strategies

Collegewide Goal

Campus Goal

Timeline Evidence of Success

Communicate CRC Purpose to Stakeholders

3 Enhance operations

Report

Improve Campus Customer Service

3, 4 Enhance operations

Survey

Streamline Campus Academic Processes

3, 4 Improve student success

Report

Improve Campus Communications

3, 4 Improve student success

Survey

Streamline Campus Operations/Requests: Travel, Meetings, Events, Technology Requests

3, 4 Enhance operations

Report/Survey

CRC function will be communicated through the following methods:• One-page “Who We Are”

document•Distributed to faculty, staff, campus Student Success Units and Welcome Center

• Web presence• Social Media Postings• Meetings with key

stakeholders on each campus

Strategies“Communicate CRC Purpose to Key Stakeholders”

CRC members will becross-trained in:•Customer service best practices•Meeting and room scheduling•ORION functions, including encoding and overrides•Student advisement•Responding to common issues from:• Students• Faculty• Staff

•Responding to faculty and staff technology requests•Communicating as a team

Strategies“Improve Campus Customer Service”

Communication:• Use of central e-mail address

and phone number:•CRC@fscj.edu•CRC Main904.633.8496•Distance Learning 904.632.3116

• Refining of phone tree• Weekly intra-team

communication and meetings

• Continued development of faculty community

• Use of Open Campus Bulletins

Strategies“Improve Campus Communication”

The CRC will:• Cross-train CRC members•Overrides, student and faculty inquiries, faculty payroll, encoding

• Create and share procedure manuals for common processes/requests

• Provide ample orientation and mentoring support for faculty

Strategies“Streamline Campus Academic Processes”

The CRC will:• Develop and share procedure

manuals for all common tasks and requests

• Share resources and task tracking among CRC team members• Via Dropbox

• Share work schedules and calendars among CRC team members

• Streamline facilities request process

• Streamline supply order process

Strategies“Streamline Campus Operations/Requests”

Looking Ahead• As the unit matures and moves toward serving the

upcoming Bartram Center, these more “physical” factors will grow in importance. CRC members will be trained in dealing with:• Walk-in traffic• Room scheduling• Hybrid course scheduling• Event logistics• Technology requests• Increased call volume• Overseeing tutoring center• Overseeing faculty resource center

Contact the CRC:Monday-Friday, 7:30 a.m.-5:00

p.m.CRC@fscj.edu | 904-633-8496

Any Questions?