Keep 'em or kick 'em out: Evaluating student workforce performance
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Keep ‘em or kick ‘em outEvaluating student workforce performance
BackgroundWhere do I come from?
HiringWho will help you help others?
Hiring process
• Post on student job site and notify bye-mail• Technical
qualifications
• Review applications …
Experience using University IT services:
• MyUAlbany portal• UAlbany Mail and Office 365• Blackboard LMS• UAlbanyWiFi wireless service• UNIX services for file storage
or personal web site
General knowledge of:• Windows operating system• Macintosh operating system• Web browsers
(IE, Firefox, Safari, Chrome)• Microsoft Office
(Word, Excel, PowerPoint, Outlook)
Application review and scoring
First
name
Last
name
Recom. GradDate
(≥5/2015)
Exp
sem
GPA
(2+)
Previous
work
Specific,
relevant skills
Skill
Work
Rel
Assist
Q
Diff
Cust
Q
Why
ITS Q
Writ
Qual
Score
(sum)
Inter
view?
A Z 2016-May 6 2.5 Lifeguard Excel 2 3 1 3 2 18 Perhaps
B Y MNO 2015-May 4 1.7 2 3 2 3 2 16.4 No
C X 2015-May 4 2.8 2 3 2 2 3 15.6 Perhaps
D W 2014-Dec 3 4.0 Retail OS X, Office 3 1 2 2 1 14 NoSem
E V 2015-May 4 2.5 2 3 3 3 3 17 Perhaps
F U 2015-May 4 3.5 2 3 2 2 3 17 Perhaps
G T JKL 2016-May 6 2.0 3 3 3 2 2 23 Yes
H S 2016-May 6 3.6 2 2 2 3 2 20.1 Yes
I R 2015-May 4 3.4 Clerical Malware clean 3 3 3 3 2 19.8 Yes
J Q 2015-May 4 2.7 2 3 3 2 3 16.4 No
K P 2014-May 2 2.9 3 2 3 2 3 13.8 NoSem
L O ABC 2015-May 4 3.1 2 3 3 3 2 20.2 Yes
M N 2014-Dec 3 3.0 3 3 3 3 2 17 NoSem
N M 2015-May 4 3.7 2 2 3 2 3 17.4 Perhaps
O L 2015-May 4 3.9 2 3 3 3 3 19.8 Yes
P J DEF 2014-May 2 2.9 2 1 1 2 2 10.8 NoSem
Q K 2016-May 6 3.3 2 3 2 2 2 19.6 Yes
Interviews and training
• Student staff panel
• Professional staff meeting
• Discussion and consensus
Set upWhat do they need to know?
Set expectations
• Shadowing (probationary and mentoring period)
• Clearly define expectations, rules, rewards, and penalties• Boot Camp
• Student workforce handbook
Correction
• Corrective actions must be• Instructive
• Flexible
• Timely
• Applied
ReviewHow are they doing?
Types of review
• No surprises
• Ongoing, quick (mentor)
• Periodic, detailed• Collect feedback
• Observed impressions
• Performance statistics…
Performance statistics
• Tickets/interactions recorded
• Net substitute shifts
• Incidence of late or no show
• Project work and KB articles
• Hours worked• Tickets per hour
• Net subs per hour
Performance metric
Summed semester data Weekly collected data
Fname Lname Metric Busy Slow Temp Perm Projects Late/MIA Busy Slow Temp Perm Projects Late/MIA
A Z -6.75 11 6 -46 -3 0 5 4 -6 0 0
B Y 16 38 3 -26 2 0 2 -5 0 0
C X 55.5 92 1 1 0 3 9 15 0 0 1 0
D W -1.75 3 10 -41 0 0 4 -6 0 0
E V 2 13 1 -16 0 0 2 0 0 0
F U 24.5 35 2 -19 0 3 7 4 0 0 3 0
G T 9.75 26 7 -9 2 1 20 -1 0 0
H S 15.75 45 3 -7 1 0 12 2 0 0 1
I R 18.25 26 0 1 0 1 0 4 1 0 0
J Q 50.25 34 0 39 0 5 2 0 0 2 0
K P 2.25 9 1 35 -3 0 12 4 3 0 0
L O 21.75 16 4 5 0 2 2 0 0 0
M N 16.75 35 0 -69 1 4 6 9 -1 0 1 1
N M 41.5 19 9 51 9 1 5 3 6 3 0
O L 22.75 21 13 6 -2 1 7 8 0 0 0
P J 5 9 13 -35 1 1 13 3 -1 2 1 0
Q K 18 43 5 -29 1 0 3 3 2 0 0
8/3/2012
Performance highlights
Fname Lname Hours Incidents Inc/hour Net subs Subs/hour Late/MIA Metric
A Z 158.75 17 0.107 -44 -0.277 5.00 -5.50
B Y 221.75 41 0.185 -11 -0.050 2.00 19.25
C X 276.25 93 0.337 -1 -0.004 9.00 50.00
D W 178.75 13 0.073 -35 -0.196 3.00 0.50
E V 151.25 14 0.093 -16 -0.106 2.00 2.00
F U 112.25 37 0.330 -17 -0.151 7.00 10.00
G T 62.00 33 0.532 -4 -0.065 20.00 10.50
H S 197.75 48 0.243 -6 -0.030 10.00 17.25
I R 52.00 26 0.500 -2 -0.038 0.00 17.50
J Q 320.25 34 0.106 37 0.116 2.00 39.75
K P 129.00 10 0.078 29 0.225 12.00 1.50
L O 190.75 20 0.105 4 0.021 2.00 21.50
M N 215.75 35 0.162 -67 -0.311 5.00 12.75
N M 191.50 28 0.146 47 0.245 4.00 36.75
O L 260.75 34 0.130 3 0.012 7.00 22.50
P J 160.25 22 0.137 -34 -0.212 13.00 -1.50
Q K 247.75 48 0.194 -21 -0.085 2.00 20.50
By Mwtoews [CC-BY-2.5 (http://creativecommons.org/licenses/by/2.5)], via Wikimedia Commons
ToolsWhere do we get the data?
Data sources and analysis
• Ticket tracking reports (FootPrints)• Interactions recorded
• Scheduling notifications (ConPortal, Outlook)• Substitute shifts (via e-mail)
• Late or no-show (via e-mail)
• Hours worked
• Excel for computation and summary