[41299] in Resnet-Forum
Re: Making Training Mandatory
daemon@ATHENA.MIT.EDU (Eric Lemmons)
Fri Jul 29 10:14:15 2016
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Date: Fri, 29 Jul 2016 09:09:29 -0500
Reply-To: Resnet Forum <RESNET-L@listserv.nd.edu>
From: Eric Lemmons <eric.lemmons@ACU.EDU>
To: RESNET-L@listserv.nd.edu
In-Reply-To: <CY1PR0101MB09852BA17C9B719251C10E05CD010@CY1PR0101MB0985.prod.exchangelabs.com>
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Here at ACU, I've simply made it absolutely mandatory and have let people
go because of their inability to attend. That said, in the past 5 years
I've only lost 3 people as a result, all in the first 2 years. I send them
regular reminders beginning in January so they have no real excuses. For
new hires, it's part of their acceptance of the position.
My general impression has been that if they really want to work for us,
they'll make it work. If they don't want to work for us enough to make it
work, I probably don't want them working for me and I have enough interest
in the position that I can find someone else.
On Fri, Jul 29, 2016 at 8:47 AM, Stewart, Rachel <rastewart@davidson.edu>
wrote:
> I can empathize as well and have almost the same issues. It=E2=80=99s bec=
ome
> increasingly difficult to get all the students back at once for the reaso=
ns
> you mentioned. It=E2=80=99s very frustrating. I=E2=80=99ve come to the co=
nclusion that our
> training model is no longer working or sustainable; so, this year, we=E2=
=80=99re
> trying something different which we hope, fingers crossed, will work.
>
>
>
> We are going to onboard the students in batches, and we=E2=80=99re going =
to use
> experienced students to help full-time staff train new students on the jo=
b.
> Most of the students can get back to campus the week before classes start=
.
> They just can=E2=80=99t all get back on the same day. Each morning of tha=
t week,
> we=E2=80=99ll hold a group training session for those who arrive that day=
. In the
> afternoon, they=E2=80=99ll go to work. New students will be paired with e=
ither a
> full-timer or a returning student. By the end of the week, we should have
> 80% of the staff ready to troubleshoot the most common issues we face
> during the first week of school. Onboarding will continue into the first
> week of classes with group training sessions in the evening taught by the
> lead student.
>
>
>
> I should also mention that in the past, our full-time staff of three help
> desk people has not been well integrated with our student help desk staff=
.
> For years they were completely separate. We=E2=80=99re changing that this=
year as
> well. They are now considered one staff, and students will be required to
> work at least one shift per week with the full-timers which should make
> them better trained in the end.
>
>
>
> So this is an experiment which will probably need tweaking, but we=E2=80=
=99re
> optimistic it will work. We=E2=80=99re also looking at having mandatory t=
raining
> sessions throughout the year.
>
>
>
>
>
> *Rachel Stewart*
>
> Communications & Student Technology Coordinator
> Information Technology Services
>
> Davidson College
>
> 704-894-2097
>
>
>
>
>
>
>
>
>
> *From:* Resnet Forum [mailto:RESNET-L@LISTSERV.ND.EDU] *On Behalf Of *Rac=
hel
> Weaver
> *Sent:* Friday, July 29, 2016 9:16 AM
> *To:* RESNET-L@LISTSERV.ND.EDU
> *Subject:* Re: Making Training Mandatory
>
>
>
> I have no advice, but I empathize. We have a similar issue at Macalester.
> Have you considered training via lessons on your LMS or elsewhere? Google
> Hangouts during the summer that your students can join remotely? Does
> anyone else do this kind of thing?
>
>
> Rachel Weaver
>
> Client Services Manager
> Macalester College ITS
>
>
>
> On Fri, Jul 29, 2016 at 8:12 AM, Rizzo, Jim <JRIZZO@providence.edu> wrote=
:
>
> Hey everyone!
>
>
>
> So I=E2=80=99m looking for a little bit of advice and insight into what y=
ou all do
> with regards to training your student employees. I know I=E2=80=99m not i=
n a unique
> situation here, but I=E2=80=99ll tell you a little bit about my Helpdesk =
and how
> we=E2=80=99ve been doing things.
>
>
>
> Our helpdesk, like many others, is staffed almost entirely by students. I=
n
> fact, there are only 2 full time employees, myself and one other employee
> of mine who works nights. Like everyone else, the beginning of the school
> year is the most difficult time for us, and having a partially staffed de=
sk
> does not make things easier. Couple the understaffing with lack of traini=
ng
> and it can be a nightmare.
>
>
>
> To make things easier, I, like many of you, hold a training program at th=
e
> end of the summer, bringing my students back to campus a week early to
> train and to assist with the general move-in days, which are, admittedly,
> much easier than they used to be, but can still be stressful, especially
> when the freshmen move in. However, Providence College is a relatively
> small school and most students get involved in other activities, many of
> which require them to attend programs prior to the start of the semester.
> These programs conflict with our training period. Add in students who mak=
e
> last minute vacation plans, and I end up with several who are unable to
> attend training. This ultimately results in a staff that isn=E2=80=99t re=
ady to hit
> the ground running at the start of the semester.
>
>
>
> So my question for all of you is how do you handle those situations? I
> informed my staff of the training dates in January so they would know to
> mark them on their calendars, but they still haven=E2=80=99t. I have a st=
rongly
> worded email ready to send to them because I=E2=80=99m at my wit=E2=80=99=
s end here. I=E2=80=99m
> not happy that so many have made other plans when they already had the
> dates. I can=E2=80=99t just go and prevent them from working because I wi=
ll have an
> even smaller staff. So what do I do?!?! It=E2=80=99s extremely frustratin=
g. I have
> a larger portion than ever not attending, and adding in the fact that our
> Financial Aid office will not allow me to hire prior to the beginning of
> August means that I am very understaffed and undertrained at the start of
> the fall semester (our busiest time of year).
>
>
>
> Jim
>
>
>
> --
>
> Jim Rizzo
>
> Helpdesk Manager
>
> Providence College Information Technology
>
> (401) 865-1277
>
> AIM: JRizzoPC
>
> http://www.providence.edu/helpdesk
>
> *http://www.providence.edu/ihelp <http://www.providence.edu/ihelp>*
>
>
>
> Like us on Facebook!
>
> http://www.facebook.com/ProvCollHelpDesk
>
>
>
> Follow us on Twitter!
>
> http://twitter.com/PCITHelpdesk
>
> ___________________________________________________ You are subscribed to
> the ResNet-L mailing list.
>
> To subscribe, unsubscribe or search the archives, go to
> http://LISTSERV.ND.EDU/archives/resnet-l.html
> ___________________________________________________
>
>
>
> ___________________________________________________ You are subscribed to
> the ResNet-L mailing list.
>
> To subscribe, unsubscribe or search the archives, go to
> http://LISTSERV.ND.EDU/archives/resnet-l.html
> ___________________________________________________
> ___________________________________________________ You are subscribed to
> the ResNet-L mailing list.
>
> To subscribe, unsubscribe or search the archives, go to
> http://LISTSERV.ND.EDU/archives/resnet-l.html
> ___________________________________________________
>
--=20
Eric Lemmons
Team55/Helpdesk Manager
ACU Technology Support Services
eric.lemmons@acu.edu
325.674.2881
___________________________________________________
You are subscribed to the ResNet-L mailing list.
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<div dir=3D"ltr">Here at ACU, I've simply made it absolutely mandatory =
and have let people go because of their inability to attend. That said, in =
the past 5 years I've only lost 3 people as a result, all in the first =
2 years. I send them regular reminders beginning in January so they have no=
real excuses. For new hires, it's part of their acceptance of the posi=
tion.<div><br></div><div>My general impression has been that if they really=
want to work for us, they'll make it work. If they don't want to w=
ork for us enough to make it work, I probably don't want them working f=
or me and I have enough interest in the position that I can find someone el=
se.</div></div><div class=3D"gmail_extra"><br><div class=3D"gmail_quote">On=
Fri, Jul 29, 2016 at 8:47 AM, Stewart, Rachel <span dir=3D"ltr"><<a hre=
f=3D"mailto:rastewart@davidson.edu" target=3D"_blank">rastewart@davidson.ed=
u</a>></span> wrote:<br><blockquote class=3D"gmail_quote" style=3D"margi=
n:0 0 0 .8ex;border-left:1px #ccc solid;padding-left:1ex">
<div lang=3D"EN-US" link=3D"blue" vlink=3D"purple">
<div>
<p class=3D"MsoNormal"><span style=3D"font-size:11.0pt;font-family:"Ca=
libri",sans-serif;color:#1f497d">I can empathize as well and have almo=
st the same issues. It=E2=80=99s become increasingly difficult to get all t=
he students back at once for the reasons you mentioned.
It=E2=80=99s very frustrating. I=E2=80=99ve come to the conclusion that ou=
r training model is no longer working or sustainable; so, this year, we=E2=
=80=99re trying something different which we hope, fingers crossed, will wo=
rk. =C2=A0<u></u><u></u></span></p>
<p class=3D"MsoNormal"><span style=3D"font-size:11.0pt;font-family:"Ca=
libri",sans-serif;color:#1f497d"><u></u>=C2=A0<u></u></span></p>
<p class=3D"MsoNormal"><span style=3D"font-size:11.0pt;font-family:"Ca=
libri",sans-serif;color:#1f497d">We are going to onboard the students =
in batches, and we=E2=80=99re going to use experienced students to help ful=
l-time staff train new students on the job. Most of the
students can get back to campus the week before classes start. They just c=
an=E2=80=99t all get back on the same day. Each morning of that week, we=E2=
=80=99ll hold a group training session for those who arrive that day. In th=
e afternoon, they=E2=80=99ll go to work. New students will
be paired with either a full-timer or a returning student. By the end of t=
he week, we should have 80% of the staff ready to troubleshoot the most com=
mon issues we face during the first week of school. Onboarding will continu=
e into the first week of classes
with group training sessions in the evening taught by the lead student.<u>=
</u><u></u></span></p>
<p class=3D"MsoNormal"><span style=3D"font-size:11.0pt;font-family:"Ca=
libri",sans-serif;color:#1f497d"><u></u>=C2=A0<u></u></span></p>
<p class=3D"MsoNormal"><span style=3D"font-size:11.0pt;font-family:"Ca=
libri",sans-serif;color:#1f497d">I should also mention that in the pas=
t, our full-time staff of three help desk people has not been well integrat=
ed with our student help desk staff. For years
they were completely separate. We=E2=80=99re changing that this year as we=
ll. They are now considered one staff, and students will be required to wor=
k at least one shift per week with the full-timers which should make them b=
etter trained in the end. =C2=A0<u></u><u></u></span></p>
<p class=3D"MsoNormal"><span style=3D"font-size:11.0pt;font-family:"Ca=
libri",sans-serif;color:#1f497d"><u></u>=C2=A0<u></u></span></p>
<p class=3D"MsoNormal"><span style=3D"font-size:11.0pt;font-family:"Ca=
libri",sans-serif;color:#1f497d">So this is an experiment which will p=
robably need tweaking, but we=E2=80=99re optimistic it will work. We=E2=80=
=99re also looking at having mandatory training sessions throughout
the year.<u></u><u></u></span></p>
<p class=3D"MsoNormal"><span style=3D"font-size:11.0pt;font-family:"Ca=
libri",sans-serif;color:#1f497d"><u></u>=C2=A0<u></u></span></p>
<p class=3D"MsoNormal"><span style=3D"font-size:11.0pt;font-family:"Ca=
libri",sans-serif;color:#1f497d"><u></u>=C2=A0<u></u></span></p>
<p class=3D"MsoNormal"><b><span style=3D"font-family:"Calibri",sa=
ns-serif;color:#1f497d">Rachel Stewart<u></u><u></u></span></b></p>
<p class=3D"MsoNormal"><span style=3D"font-size:11.0pt;font-family:"Ca=
libri",sans-serif;color:#1f497d">Communications & Student Technolo=
gy Coordinator<br>
Information Technology Services<u></u><u></u></span></p>
<p class=3D"MsoNormal"><span style=3D"font-size:11.0pt;font-family:"Ca=
libri",sans-serif;color:#1f497d">Davidson College<u></u><u></u></span>=
</p>
<p class=3D"MsoNormal"><span style=3D"font-size:11.0pt;font-family:"Ca=
libri",sans-serif;color:#1f497d"><a href=3D"tel:704-894-2097" value=3D=
"+17048942097" target=3D"_blank">704-894-2097</a><u></u><u></u></span></p>
<p class=3D"MsoNormal"><span style=3D"font-size:11.0pt;font-family:"Ca=
libri",sans-serif;color:#1f497d"><u></u>=C2=A0<u></u></span></p>
<p class=3D"MsoNormal"><span style=3D"font-size:11.0pt;font-family:"Ca=
libri",sans-serif;color:#1f497d"><u></u>=C2=A0<u></u></span></p>
<p class=3D"MsoNormal"><span style=3D"font-size:11.0pt;font-family:"Ca=
libri",sans-serif;color:#1f497d"><u></u>=C2=A0<u></u></span></p>
<p class=3D"MsoNormal"><span style=3D"font-size:11.0pt;font-family:"Ca=
libri",sans-serif;color:#1f497d"><u></u>=C2=A0<u></u></span></p>
<p class=3D"MsoNormal"><b><span style=3D"font-size:11.0pt;font-family:"=
;Calibri",sans-serif">From:</span></b><span style=3D"font-size:11.0pt;=
font-family:"Calibri",sans-serif"> Resnet Forum [mailto:<a href=
=3D"mailto:RESNET-L@LISTSERV.ND.EDU" target=3D"_blank">RESNET-L@LISTSERV.ND=
.EDU</a>]
<b>On Behalf Of </b>Rachel Weaver<br>
<b>Sent:</b> Friday, July 29, 2016 9:16 AM<span class=3D""><br>
<b>To:</b> <a href=3D"mailto:RESNET-L@LISTSERV.ND.EDU" target=3D"_blank">RE=
SNET-L@LISTSERV.ND.EDU</a><br>
<b>Subject:</b> Re: Making Training Mandatory<u></u><u></u></span></span></=
p>
<p class=3D"MsoNormal"><u></u>=C2=A0<u></u></p>
<div>
<p class=3D"MsoNormal">I have no advice, but I empathize. We have a similar=
issue at Macalester. Have you considered training via lessons on your LMS =
or elsewhere? Google Hangouts during the summer that your students can join=
remotely? Does anyone else do this
kind of thing?<u></u><u></u></p>
</div><div><div class=3D"h5">
<div>
<p class=3D"MsoNormal"><br clear=3D"all">
<u></u><u></u></p>
<div>
<div>
<div>
<div>
<div>
<div>
<p class=3D"MsoNormal">Rachel Weaver<u></u><u></u></p>
</div>
<div>
<p class=3D"MsoNormal" style=3D"margin-bottom:12.0pt">Client Services Manag=
er<br>
Macalester College ITS<u></u><u></u></p>
</div>
</div>
</div>
</div>
</div>
</div>
<p class=3D"MsoNormal"><u></u>=C2=A0<u></u></p>
<div>
<p class=3D"MsoNormal">On Fri, Jul 29, 2016 at 8:12 AM, Rizzo, Jim <<a h=
ref=3D"mailto:JRIZZO@providence.edu" target=3D"_blank">JRIZZO@providence.ed=
u</a>> wrote:<u></u><u></u></p>
<blockquote style=3D"border:none;border-left:solid #cccccc 1.0pt;padding:0i=
n 0in 0in 6.0pt;margin-left:4.8pt;margin-right:0in">
<div>
<div>
<p class=3D"MsoNormal"><span style=3D"font-size:11.0pt">Hey everyone!</span=
><u></u><u></u></p>
<p class=3D"MsoNormal"><span style=3D"font-size:11.0pt">=C2=A0</span><u></u=
><u></u></p>
<p class=3D"MsoNormal"><span style=3D"font-size:11.0pt">So I=E2=80=99m look=
ing for a little bit of advice and insight into what you all do with regard=
s to training your student employees. I know I=E2=80=99m not in a unique
situation here, but I=E2=80=99ll tell you a little bit about my Helpdesk a=
nd how we=E2=80=99ve been doing things.</span><u></u><u></u></p>
<p class=3D"MsoNormal"><span style=3D"font-size:11.0pt">=C2=A0</span><u></u=
><u></u></p>
<p class=3D"MsoNormal"><span style=3D"font-size:11.0pt">Our helpdesk, like =
many others, is staffed almost entirely by students. In fact, there are onl=
y 2 full time employees, myself and one other employee
of mine who works nights. Like everyone else, the beginning of the school =
year is the most difficult time for us, and having a partially staffed desk=
does not make things easier. Couple the understaffing with lack of trainin=
g and it can be a nightmare.</span><u></u><u></u></p>
<p class=3D"MsoNormal"><span style=3D"font-size:11.0pt">=C2=A0</span><u></u=
><u></u></p>
<p class=3D"MsoNormal"><span style=3D"font-size:11.0pt">To make things easi=
er, I, like many of you, hold a training program at the end of the summer, =
bringing my students back to campus a week early to
train and to assist with the general move-in days, which are, admittedly, =
much easier than they used to be, but can still be stressful, especially wh=
en the freshmen move in. However, Providence College is a relatively small =
school and most students get involved
in other activities, many of which require them to attend programs prior t=
o the start of the semester. These programs conflict with our training peri=
od. Add in students who make last minute vacation plans, and I end up with =
several who are unable to attend
training. This ultimately results in a staff that isn=E2=80=99t ready to h=
it the ground running at the start of the semester.</span><u></u><u></u></p=
>
<p class=3D"MsoNormal"><span style=3D"font-size:11.0pt">=C2=A0</span><u></u=
><u></u></p>
<p class=3D"MsoNormal"><span style=3D"font-size:11.0pt">So my question for =
all of you is how do you handle those situations? I informed my staff of th=
e training dates in January so they would know to mark
them on their calendars, but they still haven=E2=80=99t. I have a strongly=
worded email ready to send to them because I=E2=80=99m at my wit=E2=80=99s=
end here. I=E2=80=99m not happy that so many have made other plans when th=
ey already had the dates. I can=E2=80=99t just go and prevent them from
working because I will have an even smaller staff. So what do I do?!?! It=
=E2=80=99s extremely frustrating. I have a larger portion than ever not att=
ending, and adding in the fact that our Financial Aid office will not allow=
me to hire prior to the beginning of August
means that I am very understaffed and undertrained at the start of the fal=
l semester (our busiest time of year).</span><u></u><u></u></p>
<p class=3D"MsoNormal"><span style=3D"font-size:11.0pt">=C2=A0</span><u></u=
><u></u></p>
<p class=3D"MsoNormal"><span style=3D"font-size:11.0pt">Jim</span><u></u><u=
></u></p>
<p class=3D"MsoNormal"><span style=3D"font-size:11.0pt">=C2=A0</span><u></u=
><u></u></p>
<div>
<div>
<p class=3D"MsoNormal"><span style=3D"font-size:10.5pt;color:black">--=C2=
=A0</span><u></u><u></u></p>
</div>
<div>
<p class=3D"MsoNormal"><span style=3D"font-size:10.5pt;color:black">Jim Riz=
zo</span><u></u><u></u></p>
</div>
</div>
<div>
<p class=3D"MsoNormal"><span style=3D"font-size:10.5pt;color:black">Helpdes=
k Manager</span><u></u><u></u></p>
</div>
<div>
<p class=3D"MsoNormal"><span style=3D"font-size:10.5pt;color:black">Provide=
nce College Information Technology</span><u></u><u></u></p>
</div>
<div>
<p class=3D"MsoNormal"><span style=3D"font-size:10.5pt;color:black"><a href=
=3D"tel:%28401%29%20865-1277" target=3D"_blank">(401) 865-1277</a></span><u=
></u><u></u></p>
</div>
<div>
<p class=3D"MsoNormal"><span style=3D"font-size:10.5pt;color:black">AIM: JR=
izzoPC</span><u></u><u></u></p>
</div>
<div>
<p class=3D"MsoNormal"><span style=3D"font-size:10.5pt;color:black"><a href=
=3D"http://www.providence.edu/helpdesk" target=3D"_blank">http://www.provid=
ence.edu/helpdesk</a></span><u></u><u></u></p>
</div>
<div>
<p class=3D"MsoNormal"><u><span style=3D"font-size:10.5pt;color:black"><a h=
ref=3D"http://www.providence.edu/ihelp" target=3D"_blank">http://www.provid=
ence.edu/ihelp</a></span></u><u></u><u></u></p>
</div>
<div>
<p class=3D"MsoNormal"><span style=3D"font-size:10.5pt;color:black">=C2=A0<=
/span><u></u><u></u></p>
</div>
<div>
<p class=3D"MsoNormal"><span style=3D"font-size:10.5pt;color:black">Like us=
on Facebook!</span><u></u><u></u></p>
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<p class=3D"MsoNormal"><span style=3D"font-size:10.5pt;color:black"><a href=
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facebook.com/ProvCollHelpDesk</a></span><u></u><u></u></p>
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</blockquote>
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<p class=3D"MsoNormal"><u></u>=C2=A0<u></u></p>
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