[691] in resnet
Re: Supervising student techs
daemon@ATHENA.MIT.EDU (Mike Hiskey)
Thu Jan 24 12:51:11 2002
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Date: Thu, 24 Jan 2002 10:23:42 -0700
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From: Mike Hiskey <mhiskey@DU.EDU>
To: RESNET-L@listserv.nd.edu
This was a large enough issue at Denver University that 2.5 years ago,
we moved to a model where the RCCs were entirely supervised by Reslife
staff (Resident Directors) with technical training provided by myself
and 2 "coordinators" supervised by me. We thought the RDs would be able
to monitor activity in the buildings more consistently than I could, and
hold the RCCs accountable for the evening activities. These assumptions
were correct. The RCCs feel like they are part of the Reslife team,
their supervisors are available at 10:00 p.m., we have better staff
retention, technical programs are advertised better, and we can more
quickly address problems with performance.
However..... (don't you hate those?) This closeness with the Reslife
staff has weakened the bond that the RCCs have across campus with other
RCCs. They are less likely to ask RCCs in another building for help, and
since their supervisors are not technical people, they get frustrated
more quickly when there is a technical issue that they cannot solve. The
RDs also feel challenged by trying to make reslife issues interesting to
a technical staff and get frustrated when they cannot help with
technical issues. Our residents are increasingly dissatisfied with the
technical competence of the RCCs, though the evals are still generally
positive, there is a downward trend.
Quite a dilemma.... On the one hand, the staff appear to be happier and
programming initiatives are more successful, goals that any Department
of Residence would be proud of! On the other hand, our residents are
telling us that they want more help with specific technical issues that
are unique to their own needs, and they want it quickly!
Starting this fall, the RCCs will go back to being supervised by the
technical side of the house (ie: "me"). I will hire 1 or 2 very good
students to directly supervise them so they have that evening/weekend
contact. Our hope is that we can provide more detailed training and
support on tech issues and also practice what we learned about
supervision and programming from the reslife model.
I still believe that there are very good reasons for the Department of
Residence to support technology in the residence halls and I am not at
all in support of shipping the RCCs off to work for University
Technology Services. However, I think we may have taken our approach a
little too far in disregarding the need for advanced technical skills in
the supervisor role.
Good luck in your process! I'd be interested in hearing how other
schools deal with this issue.
p.s. Anybody know 1 or 2 VERY GOOD students.............?
Paula Maxwell wrote:
>This is becoming an issue for us at Syracuse University. We are currently assigning our "Senior" Student Consultants to monitor and report on the evening student work. We hold those "Senior" level students accountable for their shifts production. We keep coming back to the need for full-time staff to be present, which is not a popular idea among us. Any input would be beneficial.
>
>>>>webrp@SNYONEVA.CC.ONEONTA.EDU 01/24/02 10:46AM >>>
>>>>
>Can anyone send me ideas on how to maintain quality control over the
>student staff, ie are they doing their jobs in the evening when the
>boss has gone home? Do you have night time shift supervisors? Are the
>techs under the direct supervision of the residence hall directors? I
>guess what I'm asking is how do you guys maintain student tech
>accountability to ensure that they are doing what they are supposed to
>be doing at night? Any input would be greatly appreciated.
>
>
>
>Raphael Web
>
>SUNY Oneonta
>
>webrp@oneonta.edu
>
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Mike Hiskey - Director of Residence Budgets and Technology
University of Denver - 2055 E. Evans - Denver, CO 80208
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Work: 303-871-2812 - Fax: 303-871-4064 - Email: mhiskey@du.edu
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