7:30am – 9:00am Registration and Coffee

9:00am – 10:00am From Proctors to Knowledgeable and Well Respected TEAM
Speakers:
Ben Gardner, (former) Student Help Desk Supervisor, Clark University
Sharon Griffin Edson, Help Desk Coordinator, Clark University

Clark’s Help Desk staff has evolved from a group of lab proctors to a well-trained, customer service oriented TEAM. This presentation will provide an overview of the lessons learned and tools used to grown Clark’s Help Desk student staff to what it is today.

10:00am - 10:15am Break

10:15am – 11:45am Training and Care of Student Workers at Quinnipiac University
Speakers:
Christine Fletcher, STAR Program Coordinator, Quinnipiac University
Bill Murphy, Technology Center Manager, Quinnipiac University
Susan Riello, STAR Supervisor, Quinnipiac University

Running a full service help desk and A/V operation is no easy task. Now add in a fully staffed Tier 1 support system of only student workers. Making sure the technology training and scheduling is sufficient is an on-going operation. This presentation will give a brief overview of how QU handles the training and scheduling for over 50 student workers. There will be two student workers also present to give a unique perspective.

11:45am – 12:45pm Lunch

12:45pm – 2:15pm Oh the Places They'll Go - If You Let Them!
Speakers:
Adam Bray, Assistant Manager Student Technology, Yale University
Christopher Medeiros, Assistant Manager, Student Technology Collaborative, Yale University
Loriann Seluga, Associate Director of the Student Technology Collaborative, Yale University
Casey Watts, Assistant Manager, Student Technology Collaborative, Yale University

Over the past 10 years, we've looked for and created opportunities for student employees in a number of different technology related areas - computer tech support, media technology, and web application development. During this session we will discuss these different job opportunities, including how we capitalize on both the similarities and differences of each, as well as how we work to enhance the education of the students we employ.

2:15pm – 2:30pm

2:30pm – 3:30pm Train the Brain, Reach the Heart
Speaker: Lavette Scott-Smith, Senior Technical Support Advisor, Boston College

In this presentation Boston College will offer their take on student empowerment and management from the perspective of a Jesuit University and its mission of student formation. Three themes will be discussed;

1. Educating the whole person
2. Student Formation
3.Vocational Discernment.

These themes can be applied universally at any secular or non-secular institution to move your student employment training program from one that simply prepares your student employees for the task at hand to one that prepares them to be successful in their chosen field after graduation.

Participants will leave with examples of documentation, tools and processes that can be applied/adapted to your specific institutions, including a student employment handbook example, student employment expectations agreement, performance rubric and performance review document.

3:30pm End