Monday, April 17, 2017

Service Excellence Team Minutes 4-14-17

SERVICE EXCELLENCE TEAM
Meeting Minutes
Date: April 14, 2017

 

Opening

The regular meeting of the SET was held in RH 245 on Friday, April 14, 2017. The meeting was called to order by Cara Hamilton at 10:00 a.m.

Present:  Cara Hamilton, Aida Laham, Kathy Brand, Lynn Lewis, Laura McClain, Scott Jaeschke

Absent: Richard Parker, Lisa Anderson

 

Reflection questions: Discussion took place regarding follow-up on questions that went before Executive Staff.  Communication and processes were specifically discussed. 

 

Celebrations:

  • Cara mentioned the Chick-fil-a day stating positive feedback had been received.
  • Lynn stated that the Student Awards Ceremony was exceptional and the students and families really appreciated this special of ceremony.
  • Laura shared that pictures from the Award Ceremony had been posted on social media. It was a great way of networking and sharing positive information regarding TCTC and outside groups that students are involved with.
  • Scott stated Student Development has hired a new accessibility resource coordinator, Laura McClellan, who will be starting May 1, 2017. She comes from a K-12 background and we look forward to her assisting bridge the divide for students between IEPs in high school and the way accommodations work in college.
     
    Review Decision & Action Tracking from last meeting:
    Action items were reviewed and updated from the last meeting (see tracking chart below).
     
    Update for Sub teams:
     
    Communication- Aida reported she has met with the apparel vendor and has added the button-down dress shirt as an option on the order website.  She shared a screen shot of what the website looks like for ordering apparel. The website is ready to publish.  Communication will be sent College-wide regarding where and how to place orders.
     
    Talent Management:  no report
     
    Recognition: Laura McClain reported things are at a stand-still until IT can complete the portal for individual recognitions.  IT has been busy with time specific deadlines, so this has put the portal on hold for a few weeks, but things should be back on track soon.  Laura stated she has gotten feedback from the Chick-fil-a day, and the sub-committee was overall pleased. Prizes from the surveys were dispersed.  The committee now has base-line information and can work on future options.
     
    Measurement: Scott report he is working on the draft of the I-Care assessment for divisions. His goal is to have an email out the second week of May with information.  Using the pilots, he will have a component that employees can complete on how the I-Care standards are taskly reflected in daily work.
    Scott stated he has submitted to Galen the final draft of the revised Staff Advisory Board Bylaws. Scott reported duties have been paired down, not to include the celebration component, which will solely be under the SET recognition sub-committee. The Advisory Board will now be focused on: 1) conveying the voice of staff members to Executive Staff and vice versa. 2) engaging in an annual review of policies and procedures from a staff prospective to provide input to Executive Staff, 3) fostering PD opportunities by collecting efforts of individual offices and making sure any employee has access to the best combination of resources.  Scott stated the other big change proposed is moving to a 9-person Board with 6 appointed by divisions (4 Academic divisions, 1 Continuing Ed, 1 Business and Public Affairs) and 3 elected by staff (2 community campus and at-large).  Meetings will be held in person, skype, conference calls, etc. to make sure geographical location is not a barrier to regular attendance.
     
    Service Obstacle System- no report
     
    Management Accountability: Cara announced that AEDs will soon be available in every building on all campuses and in police vehicles.  An announcement will be sent out once the ADEs are installed across campus.  There is a SPARK training guide on-line and the new AEDs talk you through how to use in an emergency. Scott requested that one be placed at the Highpoint Student Success Center.  Cara will contact Eddie regarding this request.
     
    Academic – Member At-Large:  Lynn Lewis reiterated how nice the Award Ceremony was for students.
    Other discussion:
    Kathy stated Student Leadership had a cookout at Dr. Booth’s home.
    Aida stated that Gayle Arries was doing the camp for foster students again this year in June and they were presently in the planning stages.
    Cara announced the new website is preparing to go into production.  Changes and training will be announced soon.  Communicating who to contact to making changes on the website was discussed.
     
    Wrap Up:
                Review Next Steps for each SET:
            Confirm Next meeting – Friday, May 12, 2017 at 10:00am in RH 245