SERVICE STANDARDS TASK FORCE
The task force was charged to evaluate the University’s current service levels and identify a framework that furthers the organization’s growth to serve its various constituents while achieving a University environment that supports its mission and values. It also hopes to build a set of service standards that will support a positive work and educational environment that supports universal success for the University community.
TASK FORCE MEMBERS
Sarah Korth, Director for Student Retention, Chair
Tania Kersey, Director of Student Accounts
Trudy Mohre, Director of Admissions (CAS)
Barry Reinink, Career Advisor
Michael Karabetsos, Asst. VP of Human Resources
Shelly Bruner, CPS Assistant Director
Faculty and other staff acted as consultants due to time constraints
SERVICE VALUES
Integrity – honor mission and principles by being honest, and trust-worthy when interacting with others
Excellence – promote excellence by providing quality service and outcomes through professional expertise, creativity, and efficient use of resources
Respect – acknowledge the contribution of individual diversity and respects cultural differences of students, partners, and staff in achieving it mission
Inclusion – embrace collaboration, diversity, and teamwork through open communication and empowerment
Teamwork – focus on what we can do together, sharing information, resources, and energy to achieve our vision of excellent service for the community
Positive Work Environment – promote a safe work place that affords opportunities for personal and professional growth, balancing professional responsibilities and personal well-being.
SERVICE VISION AND MISSION
Vision Statement:
Siena Heights University pledges to provide an exceptional level of service ensuring that assistance and communication delivered is timely, accurate and appropriate
Mission Statement:
Siena Heights University values and respects each individual served by the University whether the individual is a student, supporter, member of the alumni, faculty or staff. The high regard for those we serve compels us to respond to needs in a manner which is respectful and timely.
GUIDING PRINCIPLES
- Work collaboratively with all colleges across the University to enhance the service experience
- Provide clear, accurate, and timely information
- Respond to requests in a timely and appropriate manner as defined by the office supervisor
- Deliver services in an accessible, safe and will-maintained environment in person and online
- Communicate changes to hours of operations, policies, and procedures
- Be accountable for our work and follow up with customers in a timely manner to ensure their needs have been addressed
- Value continuous improvement, staff/student development, and goal achievement.
TASK FORCE RECOMMENDATION
The Student Services Task Force recommends for consideration that the Service Standards identified in the above vision, mission, values and principles be incorporated in the overall operation of Siena Heights University. We further encourage identifying these operating standards in all University documents that govern our student service, employment expectations, and general operating practices.
Approved by the Executive Committee of the Administration, 2017.
