Present: Meeting via email
Celebrations: Kathy reported
that her office was the first to transition out of Ruby Hicks and overall the
move went smoothly. She praised our
maintenance staff, the movers, and Ken Kopera and Ricard MacBeth for all they
did to make the stress of moving easier.
Review
Decision & Action Tracking from last meeting:
Action items were
reviewed and updated from the last meeting (see
tracking chart below).
Communication-
Aida
reported: I have spoken to Gayle about putting
the apparel website on our main website and she suggested that this might not
be a good idea because everybody (all the public) will then have access to it.
She suggested that I work on putting it on eTC. I am planning on contacting and
working with Jason Hart since he is the one who manages eTC and ask him to
place it somewhere under the Employee tab. To be specific, I think we can put
it under the "Celebrate Excellence" box that is under the Employee
tab on eTC. I would like to get the committee's opinion on this.
Talent
Management: no
one to report at this time
Recognition:
Laura
Recognition has been
slightly on hold having a meeting due to my participation in HIPs 102 and some
major WIDS issues associated with that, so my apologies. Here is where we are
at so far:
I
have reached out to Jeanne regarding our Cherwell recognition portal and am
awaiting her response. I have sent out another email today as she stated she
has handed this off to another staff member. I have also communicated with Aida
as she thought there was a cart on campus that we could possibly use. If we can
locate one, we will proceed forward. If not, Cara, do we have some funding
somewhere that could purchase us a cart for this (hopeful) ongoing activity?
Also, funding to purchase T-shirts for the SweeTCarTCrew and for items, as
previously discussed, for the cart, along with a SweeTCarTCrew runner for the
cart to identify us as we are going around to those deserving? Since it has
been difficult to get everyone on this team together, we will have an
electronic meeting. I would like all numbers finalized for t-shirts, items for
the cart, etc. by our next SET meeting so I can have these numbers. After I
hear from Aida will know if I need to start looking for an inexpensive cart as
well. Hope everyone has a great weekend!
Measurement:
Scott
reported the following:
Executive Summary: Results of the
2017 iCARE Survey
TCTC
employees were surveyed during Summer 2017 about how they demonstrate the
College’s five iCARE standards:
- Investment (described as caring, pride, and professionalism);
- Competence (described as commitment, integrity, knowledge, and proficiency);
- Approachability (described as active listening, openness to other perspectives, patience, and positivity);
- Responsiveness (described as efficiency, individualization, and ownership);
- and Engagement (described as recognition, respect, and support).
Respondents
were a mix of instructors, staff members, and administrators. Responses were
sufficient in number to draw initial conclusions from the data. Responses were
analyzed both by category and across all categories. The most robust results
appeared to come from analysis across all categories.
Using
a qualitative methodology, seven codes were identified in the data set:
- attend events;
- be on time;
- dress appropriately;
- be accessible;
- promote personal name use;
- practice good communication;
- and know your job.
The
code “attend events” included ceremonies, regular meetings, and training
sessions. It appeared to speak most directly to optional efforts an employee
could make to be involved in campus life. The code “be on time” referred
both to one’s personal arrival and to honoring work deadlines. “Dress
appropriately” was taken to mean dressing professionally, dressing in
uniform or safety clothing where appropriate, and wearing branded shirts and
other items on designated days. Employees indicated that “be accessible”
to them meant having an open door policy and keeping appropriate office hours
to serve students and colleagues. Respondents also indicated concern about how
to “promote personal name use” by learning and using names in
conversation. Respondents suggested that it was important for College employees
to wear their ID badge or their name tag.
A
commonly cited code was “practice good communication.” One group of
respondents deliberately tied this sentiment to the 13 action cards in the Speed
of Trust resource. Other responses appeared to map closely to this same
resource—subcategories such as “avoid gossip” and “practice active listening”
match with Speed of Trust perfectly. The concept of “know your job”
also appeared to include discrete subcategories for respondents. These included
knowing (and following) policies and procedures; understanding specialized
tools and programs; taking ownership of mistakes (and fixing them); and
understanding how daily tasks and expectations support long-term institutional
goals.
Executive Summary:
Suggestions for Assessment Based on the 2017 iCARE Survey
Based on the results
of the 2017 iCARE survey, the following assessment devices are recommended.
- The addition (or emphasis) of three questions in the institution’s annual student survey:
- “Do college employees make an effort to learn and use your preferred name?”
- “Do college employees usually share their names when serving you?”
- and “Do you receive grades and requested information in a timely manner?”
- The addition (or emphasis) of two questions in the institution’s annual employee survey:
- “How do your job duties support the College’s mission?”
- and “How do you identify and fix mistakes on a daily basis?”
- Passive collection of the following statistics (by office or department):
- rates of attendance at graduation, at the student awards banquet, and at division-specific functions such as pinning ceremonies;
- rates of participation in professional development activities and memberships in professional organizations;
- and rates of completion of the Speed of Trust program or an analogous exercise.
- Active collection (using work study students) of the following statistics (office, department, or building):
- number of employees in an area at various times of the day;
- percent of offices with posted office hours (correlated with Starfish);
- number of employees with customers in their office at various times of the day;
- percent of occupied offices with open doors and unobstructed windows;
- and percent of employees encountered whose name can be seen on an ID or tag.
for
each of the above recommendations individual employees would not be identified—the
focus would remain upon numbers, rates, and percentages.
Considering
the categories of timeliness, appropriate attire, and job knowledge there
appears to be strong overlap with Human Resources responsibilities and records.
It is recommended that the Human Resources Office be consulted regarding
additional interventions that may appropriately be taken.
Service
Obstacle System- Richard stated no report
Academic
– Member At-Large: Lynn stated no report
Management
Accountability: Cara
Review Next Steps for each SET:
Confirm Next meeting – Friday, December 8, 2017 at
10:00am in RH 245
Recent
Service Excellence Decisions and Actions Tracking
|
4/14/17
|
Cara will contact Eddie Amans regarding
the AED to be placed at Highpoint Success Center.
|
ü
|
|
4/14/17
|
Scott will complete the I-Care
assessment.
|
ü
|
|
4/14/17
|
Laura
will follow-up with IT regarding the recognition on the portal
|
ü
|
|
4/14/17
|
Aida will have communication regarding
ordering apparel sent out with links and directions/explanations.
|
ü
|
|
5/12/17
|
Scott
will meet with Anne Bryan to be added to the agenda for the next Academic
Leadership team meeting.
|
ü
|
|
5/12/17
|
Laura
will meet with her team regarding the SweeTCart (June 12, 2017) and report
back to SET
|
ü
|
|
5/12/17
|
Aida
will send out communication to all employees regarding the portal to order
apparel.
|
|
|
5/12/17
|
Aida
will communicate directions to new employees and those who missed the first
free shirt order.
|
ü
|
|
5/12/17
|
Scott
will present information and take ICARE to the next step, calling for actions
to be turned in by Sept. 1. He will
then begin to assess.
|
ü
|
|
6/9/17
|
Scott
will contact Anne Bryan to be added to the agenda for the next Academic
Leadership team meeting for a quick feedback follow-up.
|
ü
|
|
6/9/17
|
Richard
will contact Anne Bryan to be added to the agenda for the next Academic
Leadership team meeting to remind the group of LEAN processes.
|
ü
|
|
6/9/17
|
Laura will
contact Jenni Creamer to request furniture for a student area on the second
floor of Fulp.
|
|
|
9/15/17
|
Aida will discuss
the location of the link for employees to order apparel with Rebecca Eidson
and IT
|
|
|
9/15/17
|
Aida will
contact Eric regarding a cart for Laura’s sub-group
|
|
|
9/15/17
|
Scott
will report back to the group when data is analyzed (late October)
|
ü
|
|
9/15/17
|
Laura will give
the group an update at the next meeting on the progress of the Sweet Cart and
a projected timeframe for starting this recognition
|
|
|
9/15/17
|
Cara will
inquire about a replacement for Lisa Anderson for the Talent Management
sub-group.
|
|
