Hire Full-Time CSEA Grade 4 Employee for Call Center :: PIP System (SUNY Orange)

Hire Full-Time CSEA Grade 4 Employee for Call Center Print All

Initiative Title	Hire Full-Time CSEA Grade 4 Employee for Call Center
Submitted in Previous Year(s)	No
Critical Information, Notes, Justification, Rationale	The Call Center was created to address level one calls for Admission, Bursar, Financial Aid, and Registrar Office. Currently the call center has been staffed by one full-time employee with up to two auxiliaries. One employee is insufficient for the call volume, and has limited the call management to Admission. The level of training required for someone to be able to manage the variety of calls that comes with addressing four different departments level one calls is immense, and requires stability in the role. Currently we are supposed to use two auxiliaries. Those positions offer only $10 an hour for 10 hours a week. That only provides 20 hours of extra coverage total. Historically, most of the people we interview and hire for that job are really seeking full-time employment and/or higher pay. We’ve struggled with recruitment and retention for this reason. Call Center trainings require a minimum of three weeks of training, and pulls staff from other areas to complete. The turnover has been unsustainable.
Consequences of this initiative not being funded	Students and others calling into the call center will continue to have long wait times and hang-up before their calls are answered which is poor customer services to prospective as well as current students. This occurrence also causes other staff on the campus to manage calls that often results in multiple transfers and frustration for the caller. Additionally, Call Center will be unable to take on the other calls for Bursar, Financial Aid, and Registrar as originally intended.
Department Goals	Provide efficient and accurate service to students in-person and over the phone.
Programs
Locations	Main Campus, Newburgh Campus
Estimated Completion Date
Will this initiative span multiple budget years?	Yes
Importance	High
Funding Source	Operating Budget
Created	12/02/2016 2:56 pm
Updated	12/02/2016 3:02 pm

Institutional Goals

Goal	How will the initiative support this institutional goal?
STUDENT SERVICES MASTER PLAN 2013 Efficiency and Effectiveness Continuously monitor staffing levels and adjust based on analysis
STUDENT SERVICES MASTER PLAN 2013 Efficiency and Effectiveness Expand the “One-Stop” Student Services model to the Middletown Campus
STUDENT SERVICES MASTER PLAN 2013 Efficiency and Effectiveness Develop a centralized Call Center for Student Services
STRATEGIC PLAN 2015-2020 PRIORITY III: Collaboration and Communication: We will develop connections between internal and external constituents and advance mutually beneficial partnerships. We will promote a culture of trust, respect, and collective responsibility. c: Improve management of information to increase transparency and centralize communication practices.
ACADEMIC MASTER PLAN 2016-2020 The Student Experience Objective #1: Improve communication among faculty, staff, and students.
ACADEMIC MASTER PLAN 2016-2020 The Student Experience Objective #3: Enhance academic support and services by effectively utilizing equipment, facilities, personnel, and technology to meet our students’ needs.

Action Steps

Action Step	Responsible Party	Order
VPSS will gain approval for position through appropriate procedure.	VPSS	1
Updated job description submitted to Human Resources	Director, Student Services Central	2
CSEA List will be ordered and canvassed in accordance with County policies	Human Resources	3
Respondents will be evaluated, interviewed, and hired	Director, Student Services Central	4

Expected Outcomes

Outcome	Order
Reduction in abandaned phone calls	1
Call Center will address level one calls for Admission, Bursar, Financial Aid, and Registrar office.	2

Assessment Methods

Method	Description	Other Method	Responsible Party
Institutional Data	Review both program and student data that is collected at the institutional level. Data can include program enrollment, retention, transfer, student GPA, etc.		Director, Student Services

Resources

INITIAL YEAR COST:	$42,874.00
RECURRING COST:	$42,874.00

Equipment

Need	Cost (Initial/Recurring)	Supporting Departments
TOTAL:	$0.00 / $0.00

Facility

Need	Cost (Initial/Recurring)	Supporting Departments
TOTAL:	$0.00 / $0.00

Supply

Need	Cost (Initial/Recurring)	Supporting Departments
TOTAL:	$0.00 / $0.00

Staffing

Need	Cost (Initial/Recurring)	Supporting Departments
FT CSEA Grade 4	$42874.00 / 42874.00 (1st year)
TOTAL:	$42,874.00 / $42,874.00

Training

Need	Cost (Initial/Recurring)	Supporting Departments
TOTAL:	$0.00 / $0.00

Marketing

Need	Cost (Initial/Recurring)	Supporting Departments
TOTAL:	$0.00 / $0.00

Other

Need	Cost (Initial/Recurring)	Supporting Departments
TOTAL:	$0.00 / $0.00

Prioritization

This initiative is not ready for prioritization.

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Assessment

Date	Department Name	Status	Cost to Date	Funding Source
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