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Incentivizing and Holding Info Center Employees Accountable
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Incentivizing and Holding Info Center Employees Accountable
Hello all,?
I supervise student employees who support the operations of our Campus Information Center. Last summer, our Information Center was renovated from being what most called a “closet” to a completely open and welcoming center. With the new space, the team was trained to perform new procedures and tasks. While majority of the team was able to get onboard with the changes to procedure, I did notice that not all team members were onboard when it came down to completing daily tasks (e.g., dusting/wiping down the desk, refilling brochures, processing lost/found inquiry submissions). In my current process, daily tasks are not assigned to one team member, but rather all team members who are working a certain day of the week. For example, my Monday team members are tasked with dusting/wiping down the desk and public counter tops in the space. Sadly, something as easy as dusting never happens unless I ask. Attached are what team members are provided as a reference.
How are other folks incentivizing team members to complete tasks without being asked? How are you holding them accountable? Are there any suggestions out there for how I could be doing daily tasks differently?
Thank you!
Chelsey?
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Chelsey Wahl
Department Coordinator
University of Rochester, Student Activities
Rochester NY
cwahl3@ur.rochester.edu
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2 Replies
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Hi Chelsey!?
Our smaller student union at my university has a very detailed and comprehensive daily task list on a system called BaseCamp. We created a template that is duplicated per day. You can see an example of it here: https://public.3.basecamp.com/p/uaSkFgWw6HNdsQSTbkMKoHPb
I can share more if you are interested in learning our workflow.
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Karla Monterrey
Program Coordinator
Chapman University
Orange CA
(626) 236-0410
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Original Message:
Sent: 06-24-2024 12:14
From: Chelsey Wahl
Subject: Incentivizing and Holding Info Center Employees AccountableHello all,
I supervise student employees who support the operations of our Campus Information Center. Last summer, our Information Center was renovated from being what most called a “closet” to a completely open and welcoming center. With the new space, the team was trained to perform new procedures and tasks. While majority of the team was able to get onboard with the changes to procedure, I did notice that not all team members were onboard when it came down to completing daily tasks (e.g., dusting/wiping down the desk, refilling brochures, processing lost/found inquiry submissions). In my current process, daily tasks are not assigned to one team member, but rather all team members who are working a certain day of the week. For example, my Monday team members are tasked with dusting/wiping down the desk and public counter tops in the space. Sadly, something as easy as dusting never happens unless I ask. Attached are what team members are provided as a reference.
How are other folks incentivizing team members to complete tasks without being asked? How are you holding them accountable? Are there any suggestions out there for how I could be doing daily tasks differently?
Thank you!
Chelsey
——————————
Chelsey Wahl
Department Coordinator
University of Rochester, Student Activities
Rochester NY
cwahl3@ur.rochester.edu
——————————-
I’m just starting as the manager for our Veteran’s Resource Center (VRC) , and I appreciate the question–as, it takes a village; So, I would love to hear about other ways in the community.I’m having my team read "Be Our Guest" right now as a Leadership Development practice; as my focus is to really embrace customer service. We also collectively developed a reward system for both our student-veterans AND my student-employee team… Because not only are my teammates important and should be acknowledged for helping the center run successfully; they’re also students of CSUN and deserve to be rewarded away from what we award our guests.So the team collaborated and we’re implementing 2 new reward programs this semester;1) The Pot-O-Yey’s ; A big fishbowl pot that we’re going to ask students to put academic wins (or goals accomplished, major life events… Etc.) inside of. Weekly we’ll pull a name, and that person will receive a gift from the VRC.2) Employee of the month; I bought jars for each of the staff, and will have the guest and patrons encouraged to put a counter of some sort (i.e. Marble, coin, pebble…), into the jar of the teammate who epitomizes customer service and/or enhances our guests experience. That includes the cleanliness of the center.We have a much smaller checklist, but at some point–I hope that our leadership grooming, develops a team that is always looking for ways to improve, including their character and sense of teamwork… and develop a sense of ownership instead of come for a paycheck.Thanks for asking the question, and looking forward to more conversations like these!GO MATADORS!
Book time to meet with me Robert Graves (He/Him/His)
Veteran Resource Center (VRC) ManagerUniversity Student Union | California State University, NorthridgeDirect: (818) 677-4348Office: (818) 677-4672Cell: (310) 756-5986Restorative | Adaptability | Achiever| Connectedness| BeliefCSUN recognizes the Fernandeño Tataviam Band of Mission Indians as the original inhabitants and caretakers of Sesevenga in the northern San Fernando Valley. We recognize that the Fernandeño Tataviam are still here and are committed to uplifting their stories, culture and community."Redwoods Were Seeds Once, Too."-Me——————————————-
Original Message:
Sent: 7/17/2024 5:23:00 PM
From: Karla Monterrey
Subject: RE: Incentivizing and Holding Info Center Employees AccountableHi Chelsey!
Our smaller student union at my university has a very detailed and comprehensive daily task list on a system called BaseCamp. We created a template that is duplicated per day. You can see an example of it here: https://public.3.basecamp.com/p/uaSkFgWw6HNdsQSTbkMKoHPb
I can share more if you are interested in learning our workflow.
——————————
Karla Monterrey
Program Coordinator
Chapman University
Orange CA
(626) 236-0410
——————————
——————————————-
Original Message:
Sent: 06-24-2024 12:14
From: Chelsey Wahl
Subject: Incentivizing and Holding Info Center Employees AccountableHello all,
I supervise student employees who support the operations of our Campus Information Center. Last summer, our Information Center was renovated from being what most called a “closet” to a completely open and welcoming center. With the new space, the team was trained to perform new procedures and tasks. While majority of the team was able to get onboard with the changes to procedure, I did notice that not all team members were onboard when it came down to completing daily tasks (e.g., dusting/wiping down the desk, refilling brochures, processing lost/found inquiry submissions). In my current process, daily tasks are not assigned to one team member, but rather all team members who are working a certain day of the week. For example, my Monday team members are tasked with dusting/wiping down the desk and public counter tops in the space. Sadly, something as easy as dusting never happens unless I ask. Attached are what team members are provided as a reference.
How are other folks incentivizing team members to complete tasks without being asked? How are you holding them accountable? Are there any suggestions out there for how I could be doing daily tasks differently?
Thank you!
Chelsey
——————————
Chelsey Wahl
Department Coordinator
University of Rochester, Student Activities
Rochester NY
cwahl3@ur.rochester.edu
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