NDLI: Student consultant achievement program for training and performance management

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Student consultant achievement program for training and performance management

Content Provider	ACM Digital Library
Author	Kell, Dave
Abstract	The Integrated Technology Services Help Desk employs 15 to 20 part-time student consultants each academic term. Student consultants work part-time to provide walk-up and telephone tier one technical support at two service points. Most of the student consultant's hours are outside of regular business hours of the professional staff. This makes it difficult to get the students consultants trained and to monitor their performance. To address both of these challenges, ITS developed the Student Achievement System. The Student Achievement System addresses two major areas that are important for the student's to master in order to properly perform their jobs: Technology and Customer Support. Each section has a number of activities and goals that must be completed and evaluated. Students successfully completing all the goals are provided recognition for their outstanding performance in either or both of the Customer Service and Technology tracks. On-going feedback is provided (as required) for those students needing additional support. This system manages our training and performance management needs by: setting expectations of performance, providing training, providing feedback on performance, and providing recognition for a job well done. This system encourages students to take a level of ownership and responsibility for their own personal development to set goals and strive to be the best that they can be.
Starting Page	127
Ending Page	130
Page Count	4
File Format	PDF
ISBN	9781605584775
DOI	10.1145/1629501.1629524
Language	English
Publisher	Association for Computing Machinery (ACM)
Publisher Date	2009-10-11
Publisher Place	New York
Access Restriction	Subscribed
Subject Keyword	Major achievement Minor achievement Master achievement Upgradeable achievement
Content Type	Text
Resource Type	Article

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