[Cortney Goff]

Hi Chelsey!

I do not oversee our info desk but one thing we implemented a while back for our setup crew was initialing next to a task on their setup sheets for any tasks they complete. These sheets are printed each day and checked by our area manager to ensure they are completed; this way they know for sure that their tasks have been completed and we can track who to contact if there was some kind of issue or something didn’t get done. I believe our info desk utilizes a similar system for some tasks as well. It hasn’t been perfect but it has worked pretty well for us! Honestly I’ve realized if you don’t make it everyone’s responsibility, everyone will assume someone else is going to do it, so there have been some tasks that don’t necessarily need done?every shift but I have everyone do it regardless just to make sure it gets done, or I assign specific tasks to each shift throughout the day. I.e. for our setup crew, the morning shift puts out outdoor tables, while night shift brings them in.?

——————————
Cortney Denbow-Goff
Assistant Director, Facilities and Operations
Missouri State University
Springfield MO
——————————
——————————————-
Original Message:
Sent: 06-24-2024 12:14
From: Chelsey Wahl
Subject: 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 

——————————
Chelsey Wahl
Department Coordinator
University of Rochester, Student Activities
Rochester NY
cwahl3@ur.rochester.edu
——————————

[Chelsey Wahl]

Hi Cortney!

Thank for the reply! I probably went into this academic year too optimistic since it seemed like tasks were getting completed each day; but, like you mentioned, I think only one team member was actually doing all of the work each day (while everyone else just assumed someone would take care of it). I’ve been playing around with the idea of creating a paper document for each week. Glad to hear paper checklists aren’t obsolete yet!

Thanks again!

——————————
Chelsey Wahl
Office Manager and Administrative Assistant
University of Rochester
Rochester NY
(585) 275-2373
——————————
——————————————-
Original Message:
Sent: 06-25-2024 12:04
From: Cortney Denbow-Goff
Subject: Incentivizing and Holding Info Center Employees Accountable

Hi Chelsey!

I do not oversee our info desk but one thing we implemented a while back for our setup crew was initialing next to a task on their setup sheets for any tasks they complete. These sheets are printed each day and checked by our area manager to ensure they are completed; this way they know for sure that their tasks have been completed and we can track who to contact if there was some kind of issue or something didn’t get done. I believe our info desk utilizes a similar system for some tasks as well. It hasn’t been perfect but it has worked pretty well for us! Honestly I’ve realized if you don’t make it everyone’s responsibility, everyone will assume someone else is going to do it, so there have been some tasks that don’t necessarily need done every shift but I have everyone do it regardless just to make sure it gets done, or I assign specific tasks to each shift throughout the day. I.e. for our setup crew, the morning shift puts out outdoor tables, while night shift brings them in. 

——————————
Cortney Denbow-Goff
Assistant Director, Facilities and Operations
Missouri State University
Springfield MO
——————————

Original Message:
Sent: 06-24-2024 12:14
From: Chelsey Wahl
Subject: 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 

——————————
Chelsey Wahl
Department Coordinator
University of Rochester, Student Activities
Rochester NY
cwahl3@ur.rochester.edu
——————————

[Deanna Cahoon-Draus]

Hi Chelsey!

(For context I oversee our Info Desk and Building Manager teams)

I noticed last year more incidents of students not always doing a task if it wasn’t a checklist that could be actually checked (even if it was on a checklist like your own!). To remedy this, in our Building Manager OneNote hourly log, I added our closing items as a checklist (they were usually better at opening items). Our Info Desk also had a checklist that was laminated that would get checked off with an expo marker and checked regularly, which helped with the accountability of making sure items would get done.?

For this next year, we are integrating our Info Desk and Building Manager teams into one Building Manager team, but they will just also work the Info Desk. Two students will be on at a time, one as an out-and-about Building Manager and one stationed at the Info Desk. Here is an example of my Building Manager log checklists for next year (attached). I will also be changing the Info Desk opening and closing checklists into a similar format within the same OneNote, just in a different section, which I would be happy to share with you once I transition the list from the hard copy!

The OneNote checkable checklists have been helpful because they prompt the students to complete the items. Then, my role as supervisor is a bit easier because I can skim them quickly, see who did or didn’t do a task, and check in with the student if needed. The laminated checklist also worked well for the Info Desk, but a decent amount of the accountability came from the students holding themselves accountable if there were any misses. The perk with the OneNote system is that there is a historical record versus something that gets erased every day (students’ names are connected with their notes).

We also had a bit of a harder time keeping track of who was doing their specialization tasks last year. These are tasks that aren’t necessary daily tasks, but specific tasks 1-3 students have been trained to do (i.e. creating monthly events calendars, prize drawings, game inventory, newsletter writing, etc.). For these tasks, we are transitioning to using Task Planner feature within Microsoft Teams. This is nice because Microsoft will remind the students of upcoming or late tasks. Like above, another perk is that it will be easy for me to see which students haven’t been doing their tasks and provide some accountability or more support.

Let me know if you want to discuss the OneNote log or Task Planner further. I’m also happy to jump on a video chat if that’s an easier way to explain!

——————————
Deanna Cahoon-Draus
University Center Programs Specialist
University of Wisconsin River Falls
River Falls, WI
(715) 425-3986
——————————
——————————————-
Original Message:
Sent: 06-24-2024 12:14
From: Chelsey Wahl
Subject: 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 

——————————
Chelsey Wahl
Department Coordinator
University of Rochester, Student Activities
Rochester NY
cwahl3@ur.rochester.edu
——————————

Building Manager OneNote Log - Monday Template.pdf 89 KB PDF - Click to view

Options

• Copy Download Link

[Deanna Cahoon-Draus]

For reference, this is what a log typically looks like during a regular day during the school year. Next year’s will just have more checklists!?

——————————
Deanna Cahoon-Draus
University Center Programs Specialist
University of Wisconsin River Falls
River Falls, WI
(715) 425-3986
——————————
——————————————-
Original Message:
Sent: 06-26-2024 16:43
From: Deanna Cahoon-Draus
Subject: Incentivizing and Holding Info Center Employees Accountable

Hi Chelsey!

(For context I oversee our Info Desk and Building Manager teams)

I noticed last year more incidents of students not always doing a task if it wasn’t a checklist that could be actually checked (even if it was on a checklist like your own!). To remedy this, in our Building Manager OneNote hourly log, I added our closing items as a checklist (they were usually better at opening items). Our Info Desk also had a checklist that was laminated that would get checked off with an expo marker and checked regularly, which helped with the accountability of making sure items would get done. 

For this next year, we are integrating our Info Desk and Building Manager teams into one Building Manager team, but they will just also work the Info Desk. Two students will be on at a time, one as an out-and-about Building Manager and one stationed at the Info Desk. Here is an example of my Building Manager log checklists for next year (attached). I will also be changing the Info Desk opening and closing checklists into a similar format within the same OneNote, just in a different section, which I would be happy to share with you once I transition the list from the hard copy!

The OneNote checkable checklists have been helpful because they prompt the students to complete the items. Then, my role as supervisor is a bit easier because I can skim them quickly, see who did or didn’t do a task, and check in with the student if needed. The laminated checklist also worked well for the Info Desk, but a decent amount of the accountability came from the students holding themselves accountable if there were any misses. The perk with the OneNote system is that there is a historical record versus something that gets erased every day (students’ names are connected with their notes).

We also had a bit of a harder time keeping track of who was doing their specialization tasks last year. These are tasks that aren’t necessary daily tasks, but specific tasks 1-3 students have been trained to do (i.e. creating monthly events calendars, prize drawings, game inventory, newsletter writing, etc.). For these tasks, we are transitioning to using Task Planner feature within Microsoft Teams. This is nice because Microsoft will remind the students of upcoming or late tasks. Like above, another perk is that it will be easy for me to see which students haven’t been doing their tasks and provide some accountability or more support.

Let me know if you want to discuss the OneNote log or Task Planner further. I’m also happy to jump on a video chat if that’s an easier way to explain!

——————————
Deanna Cahoon-Draus
University Center Programs Specialist
University of Wisconsin River Falls
River Falls, WI
(715) 425-3986
——————————

Original Message:
Sent: 06-24-2024 12:14
From: Chelsey Wahl
Subject: 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 

——————————
Chelsey Wahl
Department Coordinator
University of Rochester, Student Activities
Rochester NY
cwahl3@ur.rochester.edu
——————————

Building Manager Log Example.pdf 92 KB PDF - Click to view

Options

• Copy Download Link

[Chelsey Wahl]

Hi Deanna,?

Thank you for taking the time to reply! Microsoft Teams’ Task Planner sounds interesting. My employees use Teams, but they don’t utilize it from their own accounts. I’m thinking I could get around that by having them initial once they completed something (assuming Teams allows that feature). I’ll take some time to look into Teams more. I may take you up on that offer to meet to review it (:

Thanks again for your help!

——————————
Chelsey Wahl
Office Manager and Administrative Assistant
University of Rochester
Rochester NY
(585) 275-2373
——————————
——————————————-
Original Message:
Sent: 06-26-2024 16:43
From: Deanna Cahoon-Draus
Subject: Incentivizing and Holding Info Center Employees Accountable

Hi Chelsey!

(For context I oversee our Info Desk and Building Manager teams)

I noticed last year more incidents of students not always doing a task if it wasn’t a checklist that could be actually checked (even if it was on a checklist like your own!). To remedy this, in our Building Manager OneNote hourly log, I added our closing items as a checklist (they were usually better at opening items). Our Info Desk also had a checklist that was laminated that would get checked off with an expo marker and checked regularly, which helped with the accountability of making sure items would get done. 

For this next year, we are integrating our Info Desk and Building Manager teams into one Building Manager team, but they will just also work the Info Desk. Two students will be on at a time, one as an out-and-about Building Manager and one stationed at the Info Desk. Here is an example of my Building Manager log checklists for next year (attached). I will also be changing the Info Desk opening and closing checklists into a similar format within the same OneNote, just in a different section, which I would be happy to share with you once I transition the list from the hard copy!

The OneNote checkable checklists have been helpful because they prompt the students to complete the items. Then, my role as supervisor is a bit easier because I can skim them quickly, see who did or didn’t do a task, and check in with the student if needed. The laminated checklist also worked well for the Info Desk, but a decent amount of the accountability came from the students holding themselves accountable if there were any misses. The perk with the OneNote system is that there is a historical record versus something that gets erased every day (students’ names are connected with their notes).

We also had a bit of a harder time keeping track of who was doing their specialization tasks last year. These are tasks that aren’t necessary daily tasks, but specific tasks 1-3 students have been trained to do (i.e. creating monthly events calendars, prize drawings, game inventory, newsletter writing, etc.). For these tasks, we are transitioning to using Task Planner feature within Microsoft Teams. This is nice because Microsoft will remind the students of upcoming or late tasks. Like above, another perk is that it will be easy for me to see which students haven’t been doing their tasks and provide some accountability or more support.

Let me know if you want to discuss the OneNote log or Task Planner further. I’m also happy to jump on a video chat if that’s an easier way to explain!

——————————
Deanna Cahoon-Draus
University Center Programs Specialist
University of Wisconsin River Falls
River Falls, WI
(715) 425-3986
——————————

Original Message:
Sent: 06-24-2024 12:14
From: Chelsey Wahl
Subject: 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 

——————————
Chelsey Wahl
Department Coordinator
University of Rochester, Student Activities
Rochester NY
cwahl3@ur.rochester.edu
——————————

[annissa.rhynders@clackamas.edu]

Hi Chelsey,

I was glad to see your question! I’m pretty new to my position and have some similar issues with the student staff I work with. So as a result, we are overhauling our training and onboarding process. One thing we’re trying, in hopes of increasing accountability, is being very intentional about giving students the opportunity to see what they will be responsible for before they start. Training will be online, on Moodle, and students will see the rubric we’ve created that lays out clearly what the expectations are. That rubric will then be used to complete staff lead/self evals at the end of the term. I’d be happy to provide a screenshot of it if you’d like. I’m also happy to report back with the results!

Good luck,

——————————
Annissa Rhynders
Desk Operations Coordinator
Clackamas Community College
Oregon City OR
15035941652
——————————
——————————————-
Original Message:
Sent: 06-24-2024 12:14
From: Chelsey Wahl
Subject: 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 

——————————
Chelsey Wahl
Department Coordinator
University of Rochester, Student Activities
Rochester NY
cwahl3@ur.rochester.edu
——————————