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The Honeymoon Never EndsHow to maintain high student engagement
Kendra Schneider University of Northern Colorado• University Demographics:
• 12,000 Students• 9,500 Undergraduates• 2,500 Graduates
• 106 Majors within 6 colleges• 84% Colorado Residents• 1/4 identify as a person of color• 1/3 identify as a first generation student
• Admissions Office Demographics:• Three Departments
• Recruitment• Visitor Services• Processing
• Visitor Services Staff• Assistant Director• (2) Visitor Center Coordinators• Event Coordinator• Group & Daily Tour Coordinator• Training and Outreach Coordinator• 50 Paid Student Ambassadors
• 7 Student leads• 8 Multicultural Recruitment and Outreach
Ambassadors (MORA)
Tom Knight University of California, Santa Barbara• University Demographics:
• 24,000 Students• 21,000 Undergraduates• 3,000 Graduates
• 100 Majors within 3 colleges• 90% California Residents• 63% identify as a person of color• 42% identify as a first generation student
• Admissions Office Demographics:• Three Branches
• School Services (Outreach + Visitor Center)• Evaluation• Systems
• Visitor Center Staff (services 50,000+ visitors/year)• Assistant Director• (2) Visitor Center Coordinators• 80 Paid Student Ambassadors (Gaucho Tour Association)
• 8 Visitor Center Interns• 66 Campus Tour Guides• 6 Admissions & Diversity Interns
The Problem:
• Burn Out• Other Opportunities• Boredom• Feeling of belonging• Other ideas?
keeping a team of student ambassadors engaged with the program can be difficult.
Create a sense of belonging
• UNC creates community by:• Training week prior to beginning of the semester• Big Bear, Little Bear program• Bi-monthly staff meetings• House social events• 1:1 with direct supervisor• End of semester/ End of year recognition events
Create a sense of belonging
• UCSB creates community through:• Monthly meetings, including quarterly retreats• “Spirit Guide” mentorship program• Social & community events• Awards & #snaps Slack channel• “Villages”
Collect Feedback• UNC collects bi-annual evaluations from
ambassador staff. • Items reviewed:
• Ambassador Program• Evaluation of self, peers, and supervisors• Event Days, Group Tours, Training sessions, etc.• Individuals sense of belonging and value within
the program• Data collected:
• Next semester and/or summer availability.• Semester away? Student teaching, study abroad,
etc.• Idea of how to improve visit and ambassador
programs.
Collect Feedback• UCSB continually solicits student feedback about the program.
• “Looking Backward to Move Forward”• End of each meeting, student staff
can raise questions and concerns. Praise too!
• Surveys• Annual End of Year Survey• Post-Event Surveys
• Culture of Student Empowerment• Encourage student staff to share
ideas and help make those ideas a reality.
Implementation of Incentive Systems
• Purpose • A system in which students can be rewarded for exemplary work and held
accountable for below standard behavior and/or performance.
• Systems• “Villages” Hogwarts House System: UCSB• P.A.W.S (Positive Affirmation of Wonderful Service) : UNC
Gaucho Tour Association “Villages”4 groups within our student organization named after former GTA Presidents (modeled after Hogwarts Houses).
• Students earn points for their villages towards the “Village Cup”
• Focus on positive points rather than negative points.
• Points are earned for:• Covering another tour guide’s shift• Volunteering around the office• Positive feedback from visitors• Group competitions• Other positive contributions deemed worthy
P.A.W.S (Positive Affirmation of Wonderful Service)
We set out to create a simpler system of recognition that rewards our staff who truly exhibit exceptional service and go beyond the call of duty to benefit our team and reach our goal of providing superior visit programs.
• This replaced the Harry Potter points themed incentive program
• Student’s Feedback• Too easy to earn points• Negative points created an environment where
mistakes were not okay. • No real rewards. Too competitive amongst houses. • Points became the focus, not outstanding
performance.
What can an ambassador receive a PAW for?
• Stand out guest/visitor feedback• Exceptional feedback from UNC campus
partners• Exemplary skill and tact at working through
difficult and/or challenging situations• Going above and beyond the regular call of
duty, as determined by Admissions full-time staff
How are PAWS awarded?
• The HOH team members will keep track of all feedback and take account of any/all students who potentially met the criteria from #3 or #4 above.
• The HOH team will review each potential recipient at their weekly meeting, and make final decisions on who of the potential awardees shall receive PAWS.
• The PAWS will be officially awarded at the next All Ambassador Meeting.
Individual Incentives:
• Like an arcade! Collect your PAWS and turn them in for cool swag!
• 5 PAWS: Choose from a variety of UNC t-shirts, sunglasses, etc.
• 10 PAWS: Choose from UNC gloves, hats, lanyards, water bottle, etc.
• 15 PAWS: Choose from a UNC hoodie or jacket.
• The top 4-6 PAW earners of the year are treated to a nice dinner with their supervisors.
House Incentives• Houses still work together to earn rewards as a collective unit.
• 25 PAWS: Movie night at the Visitor Center.• Popcorn, candy, and soda is provided by the Admissions Office.
• 50 PAWS: Pizza and Pool Party • Fun pool party for all house members with pizza provided.
Negative behavior and poor performance:
• Student Files• Each student will have a file in which we can track and monitor habitual
behavior. • If behavior becomes a pattern, a student can be placed on probation.
Date of Offense Description Value Offense Added to file Initials Additional Comments10/17/2016 Failed to make up a missed meeting on 10/6/2016 -5 1st 10/17/2016 KS10/31/2016 Significantly late to an event day -15 1st 11/1/2016 KS11/2/2016 9 or more minutes late to an event day -10 2nd 11/9/2016 KS
12/27/2016 Unable to make her 8:45 shift because of car trouble 0 1st 12/27/2016 KS12/27/2016 Unable to make her housing tour shift because of car trouble 0 2nd 12/27/2016 KS
1/5/2017 Didn't turn time into URSA -30 1st 1/9/2017 KR1/23/2017 Didn't enter retro time -30 1st 1/25/2017 KR3/5/2017 Unable to make meeting b/c sister’s car broke down 0 3rd 3/7/2017 KS
-60
Probation Start Date Probation Terms End Date
Opportunities for Personal Growth
• Purpose • Retain your bright, motivated students by allowing them to learn and grow
within your program (rather than looking outside for those opportunities).
• Some things to consider• More money is great, but more responsibility is key.• Resume building experiences and relevant skills.• Create a talent pipeline within your program.
UNC’s Opportunities for Growth
• Ambassador Org chart • Apprentice - $9.30
• Ambassador - $10.20• Ambassador + Outreach Team - $10.45
• Ambassador + Visit Assistant - $10.70• Ambassador + Outreach + Visit Assistant -
$10.95• Leadership Team $11.70
Event Leads (2) Training & Outreach Lead (1) Group Tour Lead (1) Transportation Lead (1) Visit Assistant Lead (1-2) Outreach Lead (1)
UCSB’s Opportunities for Growth
• Leadership Board• 10 positions• 4 appointed & 6 elected• Help guide the organization & coordinate
some of our programs• Visitor Center Internship
• More hours & responsibilities• “Spirit Guide”
• Mentors for new tour guides• Special Committees
• Opportunities to develop professional skills
Opportunities for Feedback + Incentives + Growth Opportunities = More Engaged Employees
• Why?• Allowing your students to be heard creates a sense of ownership and makes
them feel more valued.• Leadership opportunities allow most ambitious students to grow within
program (rather than leaving for outside opportunities).• Incentive systems keep the rest motivated to go above and beyond.
Questions?Kendra SchneiderUniversity of Northern ColoradoTraining and Outreach [email protected]
Tom KnightUniversity of California, Santa BarbaraCampus Tour [email protected]
