campus enterprises

university student centersANNUAL REPORT

2013-2014

What a great year it’s been at University Student Centers -- a year of growth and transformation! Not only have we transformed our facilities, we have made great strides in enhancing our stu-dent employment program and streamlining our event services department.

After years of planning and construction, it is ex-citing to see students, faculty, staff, and commu-nity members utilizing Phase I of the new Talley Student Union.  The State Ballroom is has three times the capacity of the old ballroom, seating up to 1200 guests  for a lecture presentation and up to 650 guests for a banquet. With increased dining options, and flexible event spaces, Talley Student Union is the perfect place for students to collaborate, learn, and grow.  Along with Talley Student Union, students, faculty, staff, and com-munity members continue to use the newly reno-vated Witherspoon Student Center, Price Music Center, and Thompson Hall to enrich their on-campus experience.  

Our growing group of University Student Centers student staff serve the Wolfpack community while gaining valuable skills of their own.  Over the past year, Graduate Assistants have devel-oped an employee orientation program and evaluation system designed to not only in-crease the level of service provided to our guests, but also to provide student staff with relevant experiences to their future goals.  We are excited to further develop this program to best serve our clients and student employees.

To streamline our event management, we com-bined the formerly separate Rave! Catering and University Student Centers Event Services to

form Rave! Event Services.  Now, we provide more efficient and convenient service to clients.  Additionally, we established the University Stu-dent Centers Partnership Fund which may cover facility and equipment charges to encourage col-laboration among student organizations, encour-age late night and weekend social activities for students, and assist with fundraising efforts to the local community.  With the streamlined Rave! Event Services and support of the Partnership Fund, it is easier than ever for students organiza-tions and university departments to plan and or-ganize events and activities to benefit the Wolfpack community.

While the Phase I opening of Talley Student Un-ion is a clear representation of how much the Uni-versity Student Centers has transformed exter-nally over the past year, the new and renovated areas of University Student Centers have also molded and inspired internal changes.  We look forward to presenting the rest of Talley Student Union to the Wolfpack community over the next year and continuing to cultivate student growth with our facilities and student employment oppor-tunities.

i

From the Director

Tim Hogan

Director, University Student Centers

Table of Contents

Mission, Vision, and Values………………………………………..………3-4

The Year in Review……………………………………………………....……….5-10

Student Center Construction and Upgrades………………………………….………6-7

Event Services…………………………………………………..……….7-8

Building Services……………………………………………………………………...8-9

Human Resources…………..…………………………………………………………9-10

Unit-Level Strategic Update………………………………………………11-14

Enhance scholarship and research by investing in faculty and infrastructure…………...12

Enhance interdisciplinary scholarship to address the grand challenges of society………12-13

Enhance organizational excellence by creating a culture of constant improvement……..13-14

Annual Assessment……………………………………………………….24-26

To provide a clean, safe, and welcoming environment for the NC

State community. In support of the university’s educational mis-

sion, the Student Centers will provide support to events and ac-

tivities that will enrich the student experience. Through formal and

informal experiences, the University Students Centers serve as a

cornerstone for student growth, learning and involvement.

To become a leader on campus in serving the needs of students,

staff, faculty, alumni and guests with a reputation for the highest

quality of service and facilities.

Our Mission

3

Our Vision

Excellence

Provide high quality service through knowledge, professionalism, and

friendliness.

Initiative

Solve problems before they occur, take the lead, exceed expectations.

Respect

Respect those around you, the facilities, and yourself.

Students

Regard students as central to the operations, governance, and function

of the student centers.

Community

Provide space and opportunities to build community and strengthen the

Wolfpack family.

Stewardship

Promote the responsible use and management of human, fiscal, and en-

vironmental resources.

Our Values

4

During the 2013-2014 fiscal year, University Stu-

dent Centers made progress towards meeting the

goals we set in the previous year. We successfully

opened the planned phases of Talley Student Un-

ion, renovated a portion of Witherspoon Student

Center, and made improvements to Thompson Hall

and Price Music Center.

Year in Review

2013-2014

Student Center Construction and UpgradesTalley Student Union

We closed Talley Student Union on May 10, 2013 to continue renovations and reopened the early portion of Phase 1 on October

23, 2013. This opening was highlighted by a celebration featuring the Student Centers Board of Directors President – Wesley

Lo, and Chancellor Randy Woodson. The Pavilions opened to include lounge space and dining areas for our community. Dining

areas in early Phase 1 include: Talley Information Desk, Tuffy’s Diner, Los Lobos Mexican Grill, Red Sky Pizza, Jason’s Deli, and

Talley Market.

Remainder of Phase 1 opened during Spring semester. Additional areas in Phase 1 include: One Earth World Cuisine, Wolf

Xpress, Port City Java, as well as the State Ballroom, the Governance Chamber, and 4 additional conference rooms. The first

event held in the new Talley meeting space was the Higher Education Association

Graduate student recruitment. Additional lounge space opened along with Fol-

lowMe printers and a big screen TV to accommodate the variety of uses of the

student centers.

Interim Moves: Part of ARTS NC State has moved into their permanent location

on the 3rd floor office suite of Talley. Rave! Event Services and University Stu-

dent Centers Administration has moved out of Witherspoon Student Center and

is temporarily sharing space with ARTS NC State in the 3rd floor office suite in

Talley to meet client needs.

With the opening of Phase II the following offices will be located in Talley Stu-

dent Union: Student Involvement, Union Activities Board (UAB), Center for Stu-

dent Leadership, Ethics and Public Service (CSLEPS), Women’s Center, Gay, Lesbian, Bisexual and Transgender Center (GLBT

Center), Student Center Board of Directors (SCBOD), Greek Life, Student Government, and Multicultural Student Affairs.

Witherspoon Student Center

During this past year, Witherspoon Student Center was utilized as swing space for the Talley Student Union project. Student Art

from the Student Art Purchase Program was added throughout the building. We also added plants throughout the building as

aesthetic upgrades.

We also made several upgrades to our audiovisual systems. The cinema projector was upgraded to a digital projector for the

betterment of our picture quality. Event rooms 201, 204 and 206 were upgraded to include projectors and improve our sound

systems.

6

Renovation: Witherspoon Student Center received a $600k exterior renovation that was completed at the end of Fall Semester.

The renovation included addition of vestibules at entrances, improving hardscape and landscape, improving grade from the

Cates Ave sidewalk to the south entrance to make it accessible, and adding safety and security features to both entrances. We

also re-sealed exterior vertical wall joints as well as the caps along the roof wall. Improvements to Witherspoon and Harris field

created enhanced outdoor seating and an improved stage area to accommodate special events. Additional field improvements

were made in partnership with Facilities & Operations.

Price Music Center

We have updated the lobby furniture to provide lounge space for students and guests. We also installed water bottle refill sta-

tions as part of a student center-wide initiative by the SCBOD. A feasibility study was conducted this past year as well.

Thompson Hall

Thompson Hall was used as swing space this past year for the Talley Student Union project.  To accommodate the increased

use of the space, we added art from the Student Art Purchase Program (along with Witherspoon Student Center).  We also in-

stalled water bottle refill stations as part of the SCBOD initiative.

Events Services2013-2014 Reservation Volume

We have decreased reservations in the Student Centers by 63% over

last fiscal year. This decrease is due to Talley Student Union event space

closure for approximately 9 months (May 2013-February 2014) out of the

year. While reservations were down overall, Witherspoon reservations

were up 5% and Harrelson reservations were up 55%. We expect to

see an increase in reservations over the next year once Talley is fully

open and functioning in 2015.

Partnership Fund

The University Student Centers Partnership Fund was established to pro-

vide financial assistance for programs and events that are focused on the enrichment of the NC State student community. It

was created this past year with the goal to encourage activities that support the vitality of the facilities, develop cooperative rela-

tionships with student organizations, and support the facility and equipment charges for events.

Rave! Event Services Established

We executed the one-stop-shop concept for clients who wish to make room reservations and/or place catering orders. To mir-

ror its intended use, the Rave Catering Sales department and Events Reservations have combined to form one office under the

name Rave! Events Services. Clients can now handle their event reservation and catering needs at one time with our events

services office. Other events services include:

• Room reservations

• Catering

• AV production

• Event management

We added an additional Event Services Coordinator and a Catering Liaison to accommodate the volume of reservations, organ-

izational structure, and improve efficiency.

7

With the completion of Stafford Commons, we added outdoor reservation space to Talley Student Union. In Witherspoon Stu-

dent Center, we also added room 206 to reservable space in EMS.

We have also started an equipment takeout process out of Talley. Customers can now check out tables, chairs, projection

screens and stanchions for their events through our centralized reservation system (EMS).

EMS System

We continued to work with partners across campus to install our reservation system (EMS) on individual computers for ease

and access of making reservations. Our current partners are the African American Cultural Center, Student Involvement, Univer-

sity Theater, College of Veterinary Medicine, and University Recreation. This past year we added all NC State libraries to the sys-

tem as well.

Communicating with the Community

We have expanded the use of our digital signage in Witherspoon Student Center and Talley

Student Union to include general information and updates on the student centers in addition

to events information. This has allowed us to communicate changes to our guests in a

timely manner. We have also increased our presence on social media on Facebook, Twitter

and Instagram to reach a wider audience and communicate what is happening at the Stu-

dent Centers.

Building ServicesHousekeeping

Housekeeping has expanded the footprint of responsibilities with the new Talley Student Un-

ion (Phase I). This year saw the addition of a full-time housekeeping manager for the depart-

ment bringing consistency, green cleaning and higher expectations to the operation. We

have also standardized our products, chemicals, equipment and processes across facilities

providing efficiency in our operation.

Sustainability

The new loading dock at Talley centralizes delivery and logistics functions for the facility in-

cluding support for a robust recycling program. The operations and guests to Talley Student

Union create an estimated 3593lbs of waste a day, of which 22% is diverted through recycling. Recycling collections occur for

grease, cardboard, plastics/glass, paper, electronics, and pallets. These are sorted at the source and taken to the appropriate

collection container/location. Additionally compactors were installed for waste and cardboard reducing the need for multiple

daily hauls. The waste compactor is compatible with a cart system implemented throughout the facility that reduces the num-

ber of times trash is transferred and lifted. As composting is phased in beginning Fall 2014, the goal is to get up to an additional

40% of waste diverted bringing the total estimated diversion rate to over 60%. Numbers estimated/provided by Waste Reduc-

tion & Recycling during March 2014.

• Landfill Waste: 35 cyds /day (80 lbs/cyds) = 2800 lbs/ day

• Co mingled Recycling: 7 cyds/ day (30 lbs/cyds) = 210 lbs/ day

• Cardboard Recycling: 183 lbs/day

• Pallet Reuse/Recycling: 10 /day (40lbs each) = 400lbs/day

In spring 2014 six water bottle refill stations were installed in the four Student Centers facilities, bringing the total installed in

the Student Centers during 2014-15 to nine stations. As of May 1st over 16400 plastic bottles have been saved. This equates to

8

over 890lbs of plastic (based on the average water bottle weight - 23.83g).

This project was also supported through the efforts of the Student Centers

Board of Directors (Price) and Arts NC State (Thompson), each providing

funding for one retrofitted station.

• 12638 came from Talley

• 1373 came from Price

• 1598 came from Thompson

• 836 came from Witherspoon

Human Resources

Diversity

We have a very diverse work force at all levels of or organization – SPA, student staff, and temporary staff. We will maintain our

current practices of recruiting and hiring a diverse staff. We continue to work with numerous departments and student organiza-

tions to provide support for culturally and ethnically diverse programs and events within the student centers.

5%10%

8%

77%

Talley WitherspoonPrice Thompson

9

Staff Development

We successfully encouraged our professional staff to attend ACUI conferences. Tim Hogan, TJ Willis, and two graduate assis-

tants, Mary Rosage and Erica Sauls, attended the ACUI Annual conference in Orlando. Theo Kingsberry, Suzanne Pierce, and

two graduate assistants, Mary Rosage and Erica Sauls, attended the ACUI Regional conference in Boone, NC. We continued

our commitment to student development by inviting two building managers, Kaleb Clark and Katie Strickland, and two SCBOD

members (including the president), Wesley Lo and John Millsaps, attend the regional conference.

TJ Willis successfully defended his dissertation and graduated with a Doctorate of Education in Higher Education Administration

in Spring 2014. Additionally, in support of the Higher Education Administration program at the College of Education, we have

hired two graduate assistants this past year to bridge theory and practice. They have developed our student employment pro-

gram through a formalized on-boarding, training, and evaluation process, increased recruitment efforts, and improved the quality

of our staff through application of concepts learned in their program.

We have improved our support of student development through employment in several ways:

• Developed an Orientation process and enhanced the current training program for new staff to set expectations and learn

job duties

• Created new student positions to accommodate needs and give students a space to develop managerial skills. These

positions include: Information Services Manager, Events Assistant, Events Manager, Assistant Building Manager, and Opera-

tions Assistant.

• Improved our evaluation process to discuss progress

• Improved recognition program to celebrate the achievements of our student staff

Staffing Updates

We have upgraded the quality of our student uniforms and implemented a more stringent dress policy to upgrade the profes-

sional dress of our student staff. Our building manager and event manager uniforms were upgraded to business casual in order

to stand out to our guests.

We have begun implementation of a long range staffing plan to accommodate our needs as we continue to open phases of Tal-

ley. The following positions have been hired in the past fiscal year:

• Technical Coordinator (assist the Operations Manager in supporting high tech events)

• Dock Manager (Talley Student Union)

• Catering Liaison

• Event Services Coordinator

• Catering Liaison

• Housekeeping Manager

10

University Student Centers (USC) is committed to

the “The Pathway to the Future: NC State’s 2011-

2020 Strategic Plan.” Specifically, University Stu-

dent Centers have developed goals and initiatives

to support the strategic plan as stated in the follow-

ing section.

Unit-Level Strategic Update

2013-2014

NCSU Strategic Goal #1: Enhance the success of our students through educa-

tional innovation.

Goal: Continue to provide student employment, internships and an annual commitment to fund schol-

arships and student support services.

The Student Centers rely heavily on student employment in all facets of our operation. As of June 2014, we had 71

students employed including three graduate assistants and two interns. This is an increase of 32 students, or 82%,

since May 2013.

We have developed an orientation and training program at each level of student employment to provide students with

the skills necessary to succeed at the Student Centers and develop competencies transferable to their future careers.

Our building managers, specifically, go through an additional training process called “Prepped and Ready” to provide

them with leadership strategies and skills to manage the operations of the Student Centers on a daily basis. The two

main areas of focus for our “Prepped and Ready” program are leading your peers and providing excellent service to

our special event clients.

In our commitment to enriching the student experience we have established the Partnership Fund to provide organiza-

tions with financial assistance for programming purposes. One of the criteria for receiving this assistance is cross-

collaboration programming with other organizations on campus. This supports educational innovation by encouraging

students to work with others in new and innovative ways to benefit the Wolfpack and external community.

NCSU Strategic Goal #2: Enhance scholarship and research by investing in fac-

ulty and infrastructure.

Goal: Serve as an outlet for programs and services developed by campus departments to lend exper-

tise to university departments in developing innovative entrepreneurial programs and services.

In the past year we have engaged in a discussion with NC State’s Entrepreneurship Initiative (EI) to identify a

space in Talley Student Union to establish a student led retail outlet. This exciting partnership will allow stu-

dents to learn by doing as they pursue their entrepreneurial dreams. Students will go through an application

process to bring their ideas to market. Located on the main floor of Talley Student Union, students will sell

their products and services and allow fellow students, alumni, guests, and others to see first hand how NC

State students think and do.

 To learn more about NC State’s Entrepreneurship Initiative (EI) please visit: http://ei.ncsu.edu

12

NCSU Strategic Goal #3: Enhance interdisciplinary scholarship to address the

grand challenges of society.

Goal: Provide work experiences to students in their interest areas. Continue to work with campus de-

partments and faculty to focus on sustainable programs and a multi-disciplinary approach in preparing

students.

This year we have worked with the Student Centers Board of Directors (SCBOD) to install water bottle filling stations

in the Student Centers. The design of Talley included these stations within each water fountain. Over 16,400 water bot-

tles (890 lbs. of plastic) have been saved in FY 13-14. The dates for installing these filling stations are the following:

• Aug 2013 – 1 Thompson

• Oct 2013 – 2 Talley

• Feb 2014 – 3 Talley

• Mar 2014 – 1 Price, 1 Thompson, 1 Witherspoon

NCSU Strategic Goal #4: Enhance organizational excellence by creating a cul-

ture of constant improvement.

Goal: Develop shared spaces to inspire community, collaboration and innovation.

The opening of Talley Student Union and the renovation of Witherspoon Student Center have created needed lounge

space and dining space on central campus. The outdoor space at Talley includes covered table space that has not

been readily available on campus as well as a variety of interior lounge spaces.

TV monitors have also been installed in the pavilions at Talley Student Union and have served as gathering spaces for

news and sporting events such as the NCAA March Madness games.

Goal: Continue to develop strategic partnerships that engage the Wolfpack community and increase

brand affinity.

The Partnership Fund encourages student organizations to engage the campus community through strategic partner-

ships by providing financial assistance to cross-collaboration programming, late night programs, and engaging current

students with the external community.

13

The opening of Talley has given the campus community another space to engage through events and lounge space,

and continues to be a highly trafficked building on campus. We have seen a steady increase in our foot traffic patterns

in the past few years, marked by a 23% increase over 2103-2014 FY:

Average traffic count per day in Talley:

• FY 11-12 – 5,829

• FY 12-13 – 5,011

• FY 13-14 – 6,167 (Increase in 23% since FY 12-13)

Goal: Analyze staffing resources and align to leverage expertise and increase efficiency by realigning

University Student Centers staff to effect a “one-stop-shop.”

The Rave Catering sales department and the Student Centers reservation department combined to create RAVE!

Event Services. Rave! Events Services is able to provide catering across campus and event services such as room res-

ervations, AV production, and event management within the Student Centers. This change helps clients to manage

reservations and catering needs through one office. To accommodate the anticipated volume of reservations, we

have hired an additional Event Services Coordinator and a Catering Liaison. The combination of these offices has al-

lowed us to streamline our event assistance and communication to student center clients.

Goal: Continue to adopt state-of-the-art technologies to enhance efficiency and better serve students

and faculty. Optimize existing programs to achieve higher standards of excellence and innovation.

The Student Centers has hired a Tech Coordinator to assist the Operations Manager in supporting high tech events

within the Student Centers. Additional support is being provided with day-to-day event support so that the Operation

manager can dedicate more time to the technology needs of the Student Centers.

Goal: Continue to develop strategic partnerships that enhance NC State’s outreach in the Raleigh com-

munity and state of North Carolina and encourage international diversity in the membership of advi-

sory boards.

One of the criteria for the Partnership Fund eligibility is to engage the community by providing financial assistance to

fundraising events that benefit an external organization. Through this fund, we encourage students to work with oth-

ers to benefit both the Wolfpack and external community.

14

We consider assessment to be an integral part of

our operations at the University Student Centers

as it determines whether or not the goals and ob-

jectives of our unit are met and provides us with

areas of improvement. We use it to make deci-

sions concerning our operations, service, staffing,

and funding. Information gleaned from our assess-

ment results is used to improve our services and,

ultimately, provide the highest standard of service

to our clients including students, families, and cam-

pus partners

Finance and Business Assessment

2013-2014

1. Expected Outcome: The Student Centers are welcoming, comfortable, cen-

tral gathering places, and promote out of classroom interaction with the NC

State community.

Effective Indicators/Success Criteria: The NC State community utilizes the public lounge and dining ar-

eas in the Student Centers.

Data Collection and Analysis Procedures:

• Perform annual traffic count in the Student Centers

• Analyze dining sales and traffic counts

• Attend monthly Chancellor’s Liaison meetings to gather input regarding the use of the Student Centers

Results:

• Traffic counts were conducted in each of the Student Centers facilities during FY 2013-2014 . The average traf-

fic count each day per building is as follows:

16

FY 2011-2012 FY 2012-2013 FY 2013-2014CHANGE FY

2013-2014

Talley Student

Union5,829 5,011 6,167 23%

Witherspoon

Student Center1,698

Price Music Center 382

Thompson Hall 158

Crafts Center 146

Total Foot Traffic 8,213 5,011 6,167

Utilization of Results:

• Continue to collaborate with dining to maximize hours of operation in Talley Student Union while maintain-

ing a fiscally responsible unit and offering many dining opportunities to students, faculty and staff.

• Work with the Student Centers Board of Directors to continue shaping of our operating procedures for

Talley Student Union to accommodate the expected event volume and foot traffic as we open Phase 2.

2. Expected Outcome: The Student Centers event clients are satisfied with the

services, equipment, and support for events hosted within the Student Centers.

Effective Indicators/Success Criteria: The number of satisfied event clients increases year-to-year.

Data Collection and Analysis Procedures: (Annual survey and monthly snapshots)

• Perform satisfaction survey for event clients

• Confirm event details with client two weeks prior to event (Reservations staff)

• Contact clients at start of event (Building Manager)

Results:

• Between March and April 2014, we contacted 288 clients to

receive feedback on their event experience. We received a

61% response rate from those contacted. 91% of clients had a

positive experience with their event and 9% suggested areas of

improvement.

• Rave! Event Services continue to work on the strategy to

contact event clients two weeks prior to their event and for the

on-site Building Manager to greet event clients as their event

begins.

Utilization of Results:

• We will continue to make contact with clients to address their specific needs for events in the Student

Centers. Additional training will be provided to Building Managers to improve performance as well

Position(s) Responsible for Data: Reservations Coordinator

17

9%

91%

Positive ExperienceSuggested Areas for Improvement

3. Expected Outcome: The Student Centers provide a variety of venues to

meet the needs of the NC State community for meetings, conferences, and spe-

cial events.

Effective Indicators/Success Criteria: Use of the Student Centers reservable spaces are managed effec-

tively and efficiently.

Data Collection and Analysis Procedures: (Annual)

• Track the use of reservable spaces in the Student Centers using Event Management Systems (EMS) soft-

ware

Results:

• Overall reservations are down 63% over last year. NOTE: Talley Student Union event spaces were closed for

approximately 9 months of FY 13-14 (75% of the year). While reservations were down overall, in Witherspoon

reservations were up 5% and in Harrelson they were up 55%:

Utilization of Results:

• Continue to refine reservations and use guidelines prior to opening Phase 2 of the Talley Student Union.

Implement a streamlined system for client follow-up after their event. This will allow us to receive feedback

on their experience and make improvements on a timely basis.

Position(s) Responsible for Data: Director of Operations, Office Manager

18

FY 2011-2012 FY 2012-2013 FY 2013-2014Change FY

2013-2014

Talley Student

Union4,255 2,918 1,088 -63%

Witherspoon

Student Center1,574 2,142 2,251 5%

Harrelson - Satellite 363 410 637 55%

4. Expected Outcome: The Student Centers provide an opportunity for stu-

dent development through employment for NC State students.

Effective Indicators/Success Criteria: The Student Centers have an excellent student employment pro-

gram

Data Collection and Analysis Procedures: (Annual)

• Analyze retention of eligible staff

• Perform employment satisfaction survey

• Analyze number and type of student training offered

Distribute student survey at the end of Employee Recognition Week to gauge level of satisfaction

Results:

• A student employment satisfaction survey was sent to student employees that worked during FY

11-12. A total of 39 surveys were sent out and 21 were returned for a response rate of 54%. 90% of

respondents rated their employment experience as “somewhat agree” or higher and 31% of respon-

dents rated their employment experience as “strongly agree.”

• As of summer 2014, we had 71 students employed including three graduate assistants and two

interns. This is an increase of 32 students, or 82%, since May 2013.

• We implemented a formal orientation and enhanced the current training process to provide our

students with the skills necessary to succeed and communicate expectations. A semester-end

evaluation process was also enhanced to meet with students individually and reflect on the past se-

mester. These processes have improved the quality of our student staff and helped us to communi-

cate with a wider employee audience.

Utilization of Results:

• We will continue to work with our students to provide them with skills that align their professional

and personal interests, and improve level of customer service provided to our guests.

• During the next fiscal year, we will implement a student employment assessment plan to estab-

lish objectives and monitor learning outcomes. These objectives are established in support of the

NC State “Pathway to the Future” and are designed to provide students with skills in critical thinking,

resourcefulness, working with diverse groups and demonstrating pride in the community.

• Implement a formal recognition program using survey feedback to recognize students who go

above and beyond in their job responsibilities.

19

• Establish student committees to assist in areas of the student centers such as student hiring and

staff socials to broaden their skills.

• Enhance our recruitment and hiring strategies to utilize our partners across campus and reach

more students.

• Continue to enhance our orientation and training process to equip our students with the skills to

be successful at the Student Centers. Establish a leadership training process for building manag-

ers to gain skills in supervising peers, time management and other professional skills.

• Implement a formal process for students to utilize resources on campus to increase their knowl-

edge of NC State and translate skills learned through employment to future goals.

Data Collection and Analysis Procedures: (Annual)

• Analyze retention of eligible staff

• Perform employment satisfaction survey

• Analyze number and type of student training offered

Results:

• A student employment satisfaction survey was sent to student employees that worked during FY 11-12.

A total of 39 surveys were sent out and 21 were returned for a response rate of 54%. 90% of respondents

rated their employment experience as “somewhat agree” or higher and 31% of respondents rated their em-

ployment experience as “strongly agree.”

• As of summer 2014, we had 71 students employed including three graduate assistants and two interns.

This is an increase of 32 students, or 82%, since May 2013.

• We implemented a formal orientation and enhanced the current training process to provide our students

with the skills necessary to succeed and communicate expectations. A semester-end evaluation process

was also enhanced to meet with students individually and reflect on the past semester. These processes

have improved the quality of our student staff and helped us to communicate with a wider employee audi-

ence.

Utilization of Results:

• We will continue to work with our students to provide them with skills that align their professional and

personal interests, and improve level of customer service provided to our guests.

• During the next fiscal year, we will implement a student employment assessment plan to establish objec-

tives and monitor learning outcomes.

20

• Enhance our recruitment and hiring strategies to utilize our partners across campus and reach more

students.

• Continue to enhance our orientation and training process to equip our students with the skills to be

successful at the Student Centers.

Position(s) Responsible for Data: Assistant Director, Operations Manager

21

5. Expected Outcome: NC State students are served by the Student Centers

generating non-student fee revenue to offset need for additional student fees.

Effective Indicators/Success Criteria: The Student Centers non-student fee revenue increases year-to-year.

Data Collection and Analysis Procedures: (Annual)

• Analyze annual non-student fee revenue for the Student Centers

Results:

FY 2011-2012 FY 2012-2013 FY 2013-2014Change FY

2013-2014

ATM Fees 48,491 36,735 12,365 -66%

Facility Rental 39,492 30,164 27,110 -10%

Equipment Rental 9,050 13,141 8,615 -34%

Event Services

(staffing, etc.)8,864 7,783 39,131 403%

Sales (games,

vending, etc.)965 1,926 11,684 507%

Total Revenue $106,862 $89,749 $98,904 10%

22

Utilization of Results:

• 2013-2014 revenue increased by 10% over last year. A decrease in ATM Fees and equipment rental due

to closure of Talley for 7 ½ months was offset by an increase in event service and sales revenue.

Position(s) Responsible for Data: Director of Operations, Office Manager

23

We have an exciting year ahead of us at the Stu-

dent Centers. As the Talley renovation and addition

completes in spring of 2015, we look forward to

serving the Wolfpack family in new and innovative

ways. In the anticipation of our upcoming year, we

have identified goals to further the role of the Stu-

dent Centers on campus and challenges that we

will encounter.

Annual Assesment

Construction

Talley Student Union

During the next year, a post occupancy assessment will be conducted in conjunction with our interior

architects. The hope is that data will provide insight into which spaces are most well received, which

spaces best support student success and how our design met the project goals.

Witherspoon Student Center

During the nine months Witherspoon served as swing space for our department, new life was

breathed into the space. However, the concerns from last year continue to be relevant. As we concen-

trate our efforts on the Talley addition and renovation project, it is important to continue to improve

Witherspoon with the goal of making Witherspoon a welcoming and attractive space for our students.

The essential components that are needed for a successful student center include lounge and gather-

ing space, meeting and special event space, event support for clients, available food options, and gen-

eral information/staff support for building patrons. We will continue to improve operations for these ar-

eas and to look for solutions to improve operations and address needs that are not currently ad-

dressed in Witherspoon.

Building Services

Information Technology

Over the upcoming year, we plan to implement an IT Help Desk at Talley for guests and campus part-

ners who reside in the building to assist with technology issues. A challenge we face is implementing

a staffing model to accommodate volume of requests.

With the opening of Phase II of Talley, we will continue to work on the installment and training of new

technology in the ballroom and other spaces around the building as we pursue our goal of providing

outstanding service to our guests.

Housekeeping

Significant growth in the staff of the department will occur over this year with the staff almost dou-

bling due to the opening of Phase II of Talley Student Union. Meeting the high expectations across our

facilities and developing a strong team committed to excellence will be a focus.

25

Sustainability

We continue to be committed to partners with the Office of Sustainability and Waste Reduction & Re-

cycling. As such, the implementation of composting, both front and back of house will be critical this

year. Front of house composting will be a major campus initiative to be successful.

Maintenance

2014-15 will see the start of the centralized effort from Campus Enterprises Maintenance starting with

central supervision of maintenance staff. We will continue to need a flexible work force allowing for

continuous small repairs (ex: patch and paint; lights).

Long term repair and renovation planning will continue in order to provide excellent facilities support-

ing student success.

Human Resources

Student Employment Program

We will continue to develop our orientation and training programs to equip students with the neces-

sary skills to be successful at their job and develop skills that are transferable to their future goals as

well. We plan to expand our recruitment footprint by advertising student employment across campus.

We will also implement a student employment assessment plan to establish objectives and monitor

learning outcomes.

Staff Professional Development

Paige Johnson, our Technical Coordinator, will be attending the ACUI New Professionals Orientation in

June 2014 to further her knowledge of the profession.

26