Streamlining Office Processes
Enhance office efficiency, reduce student barriers, and prevent burnout under the Social Model of Disability. Explore strategies to address service concerns, streamline operations, and improve overall service quality. Reflect on work group formation, shared equity leadership, and collaborative problem-solving. Consider the impact of creating a workgroup with shared equity leadership in your institution to address service challenges.
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Presentation Transcript
Baltimore, Maryland July 15-19, 2024 Streamlining Office Processes Reducing Student Barriers and Burnout under the Social Model of Disability Rachel Anderson (she/her), Senior Access Consultant Matthew Belsky (he/him), Access Consultant Daryn Christianson (he/him), Interim Manager
Baltimore, Maryland July 15-19, 2024 History (Houston, we have a problem ) Student wait times High Demand for initial consultations Wait times were up to 10 weeks Busy drop-in hours 1-on-1 (15 minute) unplanned consultation 2 consultants meeting with 6-8 students in an hour Compromising interactive process (shortened conversations, urgent testing related needs)
Baltimore, Maryland July 15-19, 2024 History (Houston, we still have a problem ) Provisional Registration process Lack of student follow through No consistency in practice among consultants Lengthy and inefficient initial consultations Allotted time often not fully used Staff overwhelm/burnout
Baltimore, Maryland July 15-19, 2024 Reflection #1 Are there specific service concerns you ve been noticing at your institution? Are there portions of your job that are taking lots of time and energy?
Baltimore, Maryland July 15-19, 2024 Work Group Formation and Operation How our work group was formed How our group operated Shared equity leadership Regular check ins with leadership Connect with colleagues (~ every 3 months): update (what we re doing), thoughts, foresee any issues
Baltimore, Maryland July 15-19, 2024 Reflection #2 Reflecting on the UMN What do you think our workgroup did to reduce our high wait time? Reflecting on your institution Would creating a workgroup utilizing shared equity leadership work for your department s challenges? If not, how would you address any service concerns you have in your office?
Baltimore, Maryland July 15-19, 2024 Initial Changes New registration form Registration Form Student Information Form Gather more information in advance Shorter meetings times 50 minutes 30 minutes T-SNAP Time Sensitive Needs Accommodation Process
Baltimore, Maryland July 15-19, 2024 Maroon & Gold What is it? Dual registration paths Maroon Email-based Information gathered through form & correspondence Limited accommodations Gold Classic face-to-face meeting
Baltimore, Maryland July 15-19, 2024 Maroon & Gold how we got here Identify complex vs less complex accommodations Talk with colleagues in the field How to maintain interactive process & social model Documentation portal for students Maroon specific follow-up questions Transfer to gold and troubleshooting Self-scheduling system and guidelines for addressing needs in timely fashion
Baltimore, Maryland July 15-19, 2024 Maroon & Gold Maroon accommodations Testing accommodations: 1.25x or 1.5x, semi-private room Note-taking accommodations: recording, slide decks Classroom materials provided in advance Classroom supports Class scheduling/time of day accommodations/reduced credit load
Baltimore, Maryland July 15-19, 2024 Maroon & Gold Gold Accommodations Flexibility accommodations: attendance, extensions, exam rescheduling Testing accommodations: private room, more than 1.5x Case-by-case situations Clinical/practical accommodations Anything not listed as a Maroon accommodation All Maroon accommodations can be explored in a Gold appointment
Baltimore, Maryland July 15-19, 2024 Reflection #3 What do you think about our idea? Do you think the Maroon/Gold idea will work? How can you use our process to support in problem solving at your institution?
Baltimore, Maryland July 15-19, 2024 Maroon & Gold Implementation - 1 Preparation: full academic year 2022-2023 Soft rollout: Summer 2023 Student survey: Late Fall 2023 Positive results Student access feedback: Largely positive Ongoing consultation, training
Baltimore, Maryland July 15-19, 2024 Maroon & Gold Implementation - 2 Winter 2023 staff survey questions: What is not going well? Flex accommodations What could be made more efficient? Flex, case-noting Suggestions on how to streamline processes? Templates, updating policies, education
Baltimore, Maryland July 15-19, 2024 Maroon & Gold Implementation - 3 Full year results: 427 students registered via Maroon 1626 students registered via Gold Wait time reduced from ~2 months to ~2 weeks or less Since Spring Break 2024 - wait time of no more than 1 week maximum Some appointments not even filled
Baltimore, Maryland July 15-19, 2024 Conclusion With significantly reduced wait times, we met our goals. University staff and students are pleased with the new process and results. The UMN sustainability group, having met its purpose, is now on hiatus.
Baltimore, Maryland July 15-19, 2024 Post Presentation Discussion Questions? Comments? Critiques? We welcome your thoughts!
Baltimore, Maryland July 15-19, 2024 Presenter Information Daryn Christiansen Matthew Belsky Rachel Anderson chri1215@umn.edu belsk010@umn.edu) ande0620@umn.edu
Baltimore, Maryland July 15-19, 2024 Thank you for attending!
