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Transcript of Copyright Ann Marie Regan and Dan Marini, 2009. This work is the intellectual property of the...
• Copyright Ann Marie Regan and Dan Marini, 2009. This work is the intellectual property of the author. Permission is granted for this material to be shared for non-commercial, educational purposes, provided that this copyright statement appears on the reproduced materials and notice is given that the copying is by permission of the author. To disseminate otherwise or to republish requires written permission from the author.
Welcome Home How to Make a Great First Impression at Move In
Presented by:Ann Marie Regan, Director of Operations, Student Affairs
Dan Marini, Resnet Manager
Welcome Home: How to Make a Great First Impression at Move In
•History of Northeastern’s Residential Campus
•The Charge
•The Campus Plan
•Detailed Resnet Plan
•Implementation
•Questions
About Northeastern University•Location
• 67 Acres in heart of downtown Boston• Less than 1 mile from Fenway Park
•Total Enrollment = 25,000
•On campus = 7500+
•100th Anniversary of Coop•Coop program is largest in U.S & 2nd largest in the world
Initial problem• Prior to 2004 all students were moved-in during a 2 day period
• Student & Parent satisfaction was dismal
•Extremely frustrated before checking in•More complaints about room•Spent hours in lines waiting for parking lots•Parents & students were separated•Distance students/parents need to travel from car to residence hall was Unacceptable
• First impression of University tarnished
•University displayed lack of commitment•University displayed disorganization
The Charge• Senior Level Administration set the charge
“Develop a plan where parents/students experience a festive and stress-free move-in day with minimal wait times and distance traveled around campus.”
The Team• Team leader
• Team Members
• Residential Life• Housing Operations• Resnet• Facilities• Public Safety• Auxiliary Services
• Transportation• Dining Services• Admissions• Government Relations
• Dean, Campus Life
The proposed plan1. 4-5 day move-in
2. Move-in ½ building in a day (split by floor/room numbers)
•Based on building location, determine type of parking available•Park & stay•Unload and move to permanent location•Curbside drop-off and move to permanent location
3. Recruit Volunteers for assisting parent/students
4. Hire professional movers for heavy lifting
5. Purchase “bins”
6. Hire company to decorate campus (“Balloons over Boston”)
Proposed Budget
Facilities Costs
Residential Life/ Student
Affairs Costs
Public Safety Costs
FACILITIES STAFFING $197,717 $38,335
Contractors $256,817 $144,500
SUPPLIES $26,812 $9,900
FOOD SERVICES $22,200 $9,062
DECORATIONS/FESTIVITIES $35,163
TOTALS $503,546 $198,625 $38,335
GRAND TOTAL $740,507
Requested $350K additional funds…but proposed where it would come from!
Implementation: Step 1• Develop grid of buildings move-in day/time and parking requirements
• Total number buildings for Fall 2008: 52
Thursday Friday Saturday Sunday
2008 4-Sep 5-Sep 6-Sep 7-Sep Early
Buildings w/o RAs
THURS
(9AM-11:30AM)
THURS
(12:30PM-3PM)
Fri
(9AM-11:30AM)
Fri
(12:30pm-3PM)
SAT AM
(8AM-NOON)
SAT PM
(1PM-5PM)
SUN AM
(8AM-
NOON)
SUN PM (1PM-
5PM)
2007 to/from &
early arrivals DROP OFF PARKING
FRESHMEN HALLS
White Hall 424 92 92 92 92 57 Curbside Columbus Garage
West Village F 224 100 100 35 Curbside Columbus Garage
Stetson Hall West 526 118 118 118 118 55 Forsyth Lot Gainsborough
153 Hemenway Street 117 32 32 52 North Lot Columbus Garage
319 Fairwood Apt 115 27 27 61 North Lot Columbus Garage
Implementation: Step 1 continue…• Parking based on location
Garage/Lot Capacities
Gainsborough
Forsyth Lot
West Village E
Columbus Garage
Renaissance
North Lot
Columbus Surface
Camden Lot
Renaissance Lot
TOTAL
Drop Off Thurs. AM Thurs PM Fri. AM Fri. PM Sat. AM Sat. PM Sun. AM Sun. PM
North Lot (136) 172 172 132 132 203 203 212 212
Forsyth (100) 118 118 118 118
Forsyth Street Curbside 92 92 113 113
Leon Street Curbside 100 100 83 83 103 103 83 83
Permanent Parking Thursday Friday Saturday Sunday
TIME AM PM AM PM AM PM AM PM
Renaissance (958)
*Columbus (995) 392 392 424 424 444 444 460 460
Gainsborough (361) 85 85 0 0 118 118 170 170
West Village E (265) 97 97 158 158 200 200 108 108
574 574 582 582 762 762 738 738
Implementation: Step 3• Communication to students and families
•Assignment letter
•Parking Pass
•Move-in directions
•Move-in instructions
Implementation: Step 4• Recruit Volunteers (500 total for 4-5 days)
•Faculty/Staff
•Athletes
•Student Groups
•Early Arrivals
• ResLife plan forms basis for ResNet plan
– Parking lot used
– Foot path taken to building
– Building move in dates
• Move in totals by building for AM and PM
• Floors moving in, AM and PM
• Rooms moving in (even, odd), AM and PM
ResNet Move In Plan
Information Tables
• Information tables have large impact
– Strategically located on foot paths from parking lots
– 2 staff members per table (one ResLife, one IS)
– 3 tables most days
– Tables have had positive feedback
Information Table Materials
• Campus Maps
• FAQ’S
• ResNet Product Sales List
• ResNet and Bookstore Hours
• ResLife Reference Booklet
Fall 2008VolunteerHandbook
Fall 2008VolunteerHandbook
Information Table Data Summary• Tables Received 1753 Inquiries In 4 Days
– 42% Technical Questions
• Computer registration
• Wireless
– 33 % Directions
• ResNet location
• Bookstore & Bathroom
– 25 % General Information
• ResLife questions
• Vendor information
Computer Registration Assistance
• ResNet & Husky Cable Connection Kit
– Screen shots
– Vista, XP, OSx
• Close Cooperation with ResLife– Brochure is left on each bed in freshman halls
– Distributed with key for upperclass halls
• Other Sources Available For Assistance– Call Center (xHelp)– ResNet– Info Tables
ResNet Field Teams• Field Team Structure
– Team lead (experienced)
– Team lead backup (experienced)
– Techs as needed based on coverage
• Field Team Assignments
– Specific building(s)
– Team is dedicated to location unless re assigned
– Goal: Maximum 60 beds/tech in freshman halls
– Flexibility is key
Field Team Equipment• Field techs
– Special shirts
– Backpack
– Short network cable
– Driver flash drive
– Remedy forms with pre assigned ticket numbers
– Clipboard with IP ranges by building
– Registration error codes
– Master cell phone contact list
– Data sheet to answer non technical FAQ’s
Field Team Lead Equipment• Team Leaders and Team Lead Backup
– Same equipment as field techs
– Cell phones
– Data port test equipment (pingers)
– Building move in detail
ResNet Resource Center
• Handles all walk-in traffic and store sales
• Staffed with high % of Tier 2 technicians
– In-house assignments
– Field assignments
– Cable TV
– Port Issues
• Floor Supervisor Is Central Dispatcher
Tier 2 Field Equipment
• Port Test Equipment As Needed
– Pinger for data ports
– Blonder for Cable TV
• Cell Phone
• Driver CD
• Anti Virus CD
• Laptop If Necessary
On Line Registration System• Real Time Reporting Capability
• Registration Detail By Building
– Time
– Floor
– Room
– OS & More
• Summary Data – Number of students registered by building
– Percent of students registered by building
Move-in Day has arrived!
•Staffing of lots & bins•Residence hall check-ins•Resnet team disbursed throughout campus•Info tables across campus•Central offices open•Bands playing & decorations in place•Dining hall open to students & families•Water available throughout campus•Tents setup in case of rain•President tours campus
Keys to our success
• Collaboration
• Support
• Communication•Campus constituents•Students & families
•Detailed Summer Preparations
QUESTIONS
Ann Marie ReganPhone: 617-373-2829Fax: 617-373-8974Email: [email protected]
Dan MariniPhone: 617-373-8979Fax: 617-373-8974Email: [email protected]