7:30am - 9:00am  Registration

9:00am  - 10:15am  Managing Student Workers in a Merged Library and Tech Organization
Speakers: 
Laura Sherriff, Manager, Public Services, Wellesley College
Doug Chudzik, Help Desk Manager, Wellesley College
Angie Batson, Resource Sharing Specialist, Wellesley College                 

In our session, we will discuss how student supervisors for Wellesley College's Computing Help Desk, Library Public Services, Instructional Technology and Library Collections teams have joined together to overcome common administrative challenges and to improve our individual services for our community. We will also discuss how each group uses Google Apps and other online tools to manage and train our students, and our steps for building a more comprehensive online student performance management and badging system in the upcoming year.

10:15am - 10:30am  Break

10:30am - 11:30am Trusting your Student Staff – A Different Approach to Student Management 
Speakers:  
Alfred Osward, Director of IT Services and Support, Emmanuel College
Meaghan Carey, Customer Service Representative Group Coordinator, Emmanuel College

Do you employ student workers but feel the effort isn't worth the reward? Are you dealing with performance and customer satisfaction issues with these employees too regularly?  Do your student employees enjoy coming to work?  Attend our session on taking a much different approach to student employment.  We focus most of our effort on good management practices, hiring the best students on campus, building a caring culture in the work place, and trusting our employees to succeed.  We feel by doing these things, the other 10+ important aspects of student employment come easy.  In this session, we will share our overall approach, details on our management principles and student employee initiatives, but also discuss these ideas more generally to spark ideas for your student employee environment.  We’ll also share what specific strategies and processes have been most effective (and some that didn’t work so well) and what we learned from trying.  We hope the audience can share their experiences with similar tactics and offer insight into how this could vary based on services provided and size of your support team.  We look forward to seeing you there! 

11:30am - 12:30pm  Lunch

12:30pm - 1:30pm  Managing SASS, Success of Access Services Students
Speakers: 
Gina Addona, Access Services & Document Delivery Supervisor, Quinnipiac University
Brenda Gray, Access Services Assistant, Quinnipiac University

The Arnold Bernhard and Netter Libraries at Quinnipiac University utilize student employees to work alongside library staff to provide essential access services to students, staff and faculty. We foster an environment that helps students develop time management and customer service skills. We offer training, hands on experience and provide constructive feedback based on their performance. The result is mutually beneficial. Our student workers’ library experience prepares them for success in their professional futures, and our libraries flourish because of their service. It is rewarding for us to see them grow from newly hired student workers into successful employees.

1:30pm - 1:45pm  Break

1:45pm - 2:45pm  Dare to Excel: The Making of an Eagle Tech
Speaker:  Lavette Scott-Smith, Area Supervisor/Senior Help Desk Specialist & Certified Technical Trainer, Boston College

The Boston College ITS Student Employment program in the support department has transitioned from the typical work study job for basic tech support to a formal student employment program that seeks to educate our user community and help them get the most out of their technology, in support of their education. With the rapid pace of technological change, BC’s IT student jobs have become one of the most sought after positions by BC students on campus. In line with the BC Jesuit mission of “educating the whole person” Lavette strives to teach them about customer service, technology and the professional environment and offer them a safe environment to practice the skills they will need to succeed in their “real world” careers.

Attendees will get to hear and learn about BC student ITS employment program and leave with some examples and documentation to help participants make a decision towards implementing a student job program or make changes to an existing one.

2:45pm - 3:15pm  Panel Discussion

3:30pm  End