Building 10 Student Centre Change Management Proposal

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Building 10 Student Centre Change Management
Proposal
THINK.CHANGE.DO
Information Session to Staff Presenters Tony
Reed 29 June 2006 Linda Maher
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Aims of Presentation

• To inform staff of the major change management
  issues arising from the Blg. 10 Student Centre
  Change Management
• (ii) Outline proposed staff placement strategies
• (iii) Provide indicative timelines for key events
• (iv) Answer questions from staff on the proposal

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Presentation Overview

• Change management principles generally
• Consultation
• EA requirements
• What the Blg. 10 Change Management Plan says
• What is meant by a UTS Student Centre
• What is the effect to faculty admin and SIAC
• What duties will be undertaken in the Student
  Centre
• The proposed structure / staff placement process
• Key Timeframes
• Questions and Answers

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Change Management Principles

• The Enterprise Agreement (Support Staff) has a
  section devoted to Change Management Section D
• Adherence to these principles is required
• A key aspect is ensuring open and full
  consultation occurs with affected staff
• The Change Plan is ultimately signed off by the
  Vice-Chancellor at the completion of the
  consultation period after feedback has been
  compiled.

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What the Change Management Plan Says

• Establish a UTS Student Centre on the ground
  floor of Building 10 during the 2006 Spring
  Semester to provide direct student admin
  services to UTS students
• The Registrars division (SAU) will have
  operational responsibility for the Student
  Centres
• Closure of Faculty of Education (city) and IT
  Student Service Centres
• Building 10 Student Centre staff will be from
  ongoing staff in SIAC (city), and the Faculty of
  Education (city) and IT administration areas via
  a formal placement process

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Whats the Change Management Plan Says (cont)

• Faculty of Education (city) and IT support
  operations need to be recast. This will occur
  via separate faculty driven change management
  processes
• 4 further Student Centres to be established in
  2007 across the University process to be
  outlined in a separate, second Student Centre
  change plan
• Once all 5 Student Centres are operational, SIAC
  and all faculty student admin areas will no
  longer be

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What is meant by a UTS Student Centre?

• The Student Centre concept is about providing
  appropriate student admin service to students
• Concept is a key recommendation from the 2005
  Student Admin Review
• They are location based for easy student access
• Direct or frontline student administration
  support to students will occur for the University
  in the Student Centres via
• Face-to-face student enquiries
• Telephony support services
• Email enquiries
• Web-based enquiries

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What is meant by a UTS Student Centre? (cont)

• The Student Centre will function as a hybrid
  between the current SIAC area and faculty student
  administration areas
• Student Centres will provide generic and
  specialist case management support to UTS
  students
• Student Centres will not provide support for a
  single faculty or cluster of faculties, rather
  will provide direct support to UTS Students
  generally
• Faculty administration areas will change to be
  internal and academically focused and therefore
  will no longer have direct student contact on
  student admin matters

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Why the UTS Student Centre Concept now?

• Inconsistent and/or localised practices with the
  current faculty and SIAC approach impacting on
  service delivery
• Student interactions are changing i.e.
  self-servicing
• Functionality is now available in CASS and other
  student systems that supports web-based student
  self management
• Simpler, clearer, singular method for students to
  interact on student admin matters

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What does it mean to SIAC and Faculty Admin areas?

• In the long run, SIAC and faculty student admin
  areas will be absorbed into the 5 UTS Student
  Centres
• The Blg. 10 Student Centre will result in the
  closure of the Faculty of Education (city) and IT
  student admin areas and a reduction in staff in
  SIAC
• Faculty support areas will now focus on academic
  and internal (e.g. marketing, financials)
  operations

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What duties will be undertaken in the Student
Centre?

• Direct student interactions on student admin
  matters
• Combination of current SIAC activities and
  student case management support currently
  provided by the faculty offices
• Each student centre will operate via a service
  level agreement with the faculties where core
  activities will be identified
• Additionally activities may be undertaken but
  will be subject to a separate SLA

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Case Management

• The provision of administrative support that has
  been delegated to staff within the Student Centre
• e.g. subject advise for a particular course of
  study being undertaken by a student
• e.g. RPL assessment this can only occur where
  process is straightforward
• Where a matter is too complicated (e.g. requires
  academic input), students enquiries will be
  referred to the faculties for a determination.

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Blg. 10 Student Centre Staffing Profile

• Student Centre Manager (HEW 9) reports to
  General Manager, Student Admin
• Supported by 2 Team Leaders (HEW 7/8)
• In turn supported by 6 Student Centre Officers
  (HEW 5/6)
• Additional transitional staff will be provided to
  assist with implementation

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Student Centre Manager

• Manage and oversee the student centre
• Liaison role with faculties and the Student Admin
  Unit
• Performance benchmarking and management reporting
  role
• Assistance in developing faculty SLAs and
  training programs for staff

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2 x Student Centre, Team Leaders

• Jointly supervise student centre officer staff
• A point of escalation for more complex enquiries,
  in particular case management matters
• Hands on training role
• Advisory role to manager

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6 x Student Centre Officers

• Resolve general student enquiries, via
• Face-to-face counter support
• Telephone support
• Responding to student emails and
• Web-based student communications
• Case management support to students

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Transitionary Student Centre Staffing

• Staffing has been determined on expected student
  numbers and interactions
• Training on new processes needed
• Recognised a need for transitionary staff to
  ensure demand on Student Centre staff is not
  unrealistic
• Additional staff will be placed in the Student
  Centre on a needs basis following discussions
  with the Manager and General Manager

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Student Centre Position Descriptions

• GM Student Admin is preparing draft position
  descriptions
• The pds will be provided to affected staff
  during the consultation period
• Feedback on the pds welcomed and any changes
  will be considered.
• At the completion of the consultation period,
  these pds will be approved

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Blg 10. Student Centre Placement Strategy

• Strategy is a 4-stepped, sequential process
• It is noted that the Faculties of Education and
  IT may undertake parallel processes for their
  newly constituted faculty admin areas
• Step One Direct Transfer of Affected Staff to
  New Positions
• Placement is for affected, ongoing staff only,
  i.e.
• SIAC (city), Education (city) and IT student
  admin staff
• Placement will only occur if
• current duties are substantially similar to the
  proposed position and
• sufficient vacancies exist
• Selection Committee established to determine
  which staff meet these requirements
• If neither of the placement requirements are met
  for an affected staff member then they will go
  through the second stage of the process

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Who will determine placements?

• The selection committee is proposed to comprise
  the following members
• Director, SAU
• General Manager, SAU
• Nominee of Dean, Faculty of Education
• Nominee of Dean, Faculty of IT
• HRU representative
• All recommendations from the Committee to be
  signed off by Registrar

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Blg 10. Student Centre Placement Strategy

• Step 2 Expression of Interest Exercise (Affected
  Staff)
• EOI is for affected, ongoing staff that were not
  translated
• Merit based selection process, via a formal
  selection process
• Step 3 EOI process Open to ongoing University
  Staff
• If further vacancies exist, the positions are
  open for any ongoing, University staff member to
  apply
• Step 4 Redeployment and Voluntary Separation
• Only undertaken if there are staff yet to be
  assigned to positions in either the faculties or
  Student Centre
• Will be undertaken in full accord of EA process
• It is noted generally that
• Process will commence as soon as Change Proposal
  has been formalised
• Staff will be advised of process in advance of
  any selection process commencing

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Key Timeframes

• Release of Draft Change Management Plan 27 June
  2006
• Consultation period with staff and unions 4
  weeks
• Change Management Plan Confirmed After 25 July
  2006
• Placement Processes Commence August 2006
• Training Program Between August and October
  2006
• Opening of Blg. 10 Student Centre October 2006
• Training will be supplemented with training
  programs once centre has opened

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Feedback Received to date

• How did you determine 9 staff for this centre?
• How did you determine the levels / structure for
  this Student Centre?
• What efficiencies have been introduced the
  support this proposal?
• Involvement in the review process
• I dont understand the placement process
• Are all jobs within the faculty and SIAC are
  safe?
• The Registrar said there would be no loss of jobs
• The proposed structure is disappointing from a
  career progression perspective
• Will staff be expected to work at any Student
  Centre (i.e. will this be stated in the pds?)

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Questions