2. The Campus Resource Center (CRC) serves as a resource
not only for faculty and students, but also for Open Campus
staff and visitors. The CRC serves a hybrid function,
performing as both an academic unit and a “one-stop”
customer service unit for the campus.
The mission of the CRC is to provide a superior experience
to all Open Campus visitors or callers. Excellent customer
service, flexibility, and responsiveness are the priorities of
this campus team. To this end, the function and purpose of
this unit will be communicated clearly to all stakeholders.
3. Open Campus CRC
Academic “One-Stop”
Unit Unit
Student Overrides Visitor Reception –
Welcome Desk
Student Appeals Phone Reception
Student Complaints Copy/Print
Prioritie Faculty Pay Assistance
s Faculty Hiring Meeting Setup
& Tasks Faculty Evaluation Event Planning
Course Scheduling Technology
and Encoding Assistance
4. • Amy Moore – Interim Program Manager
Faculty support, student appeals, faculty evaluations, academic
complaints, staff scheduling, virtual conference administration
• Katherine Martin – Project Coordinator
Faculty support, student support, academic complaints, student
overrides, technical assistance, project/event/meeting support,
academic data/research/reports, evaluation tracking, stipend
processing.
• Cindy McNally – CRC Receptionist, AA II
Phone and front desk reception, monitor academic grading
schedule, student overrides, IRM backup, syllabus checks, faculty
support
• Teresa Dickerson – IRM Specialist, AS
IRM/faculty pay, course encoding, course overrides, enrollment
reports, faculty support, student support
• Jamie Bickerstaff – Program Facilitator
Course shell preparations, textbooks, desk copies, enrollment
monitoring, phone and desk coverage
5. Student Faculty
Request Request
Staff
Request
Calls and
Visitors E-mails
Reception Desk Shared CRC Mailbox
Monday-Friday Monday-Friday
7:30 a.m.-5:00 p.m. 7:30 a.m.-5:00 p.m.
Cindy McNally/All Members All CRC Members
6. Team members: Cindy, Teresa and Katherine
This team manages an average of 120 inquiries a semester.
Request Follow-up
Evaluate Propose
Inquiry Permission with
Situation Solution
to Override Student
Support provided: Dean communicates override process each
semester,
standard phone/email script used and inquiries are tracked to ensure
follow-up.
Positive outcomes: Increased enrollment, faculty and students are
receive one-on-one support, improved communication
7. Team members: Amy and Barbara
Open Campus manages an average of 75 academic appeals each
semester. This team provides research support to the Dean
Report Dean
Reques Resear Evidence
Communication To Decision
t ch Gathering
Dean Making
Support provided: Dean communicates the process, team members
have extensive training, appeals are tracked to ensure follow-up.
Positive outcomes: Expedites the appeal decision making process,
when all possible - alternate solutions are recommended, faculty and
students receive one-on-one support, quality solutions and improved
communication
8. Team members: Teresa and Jamie
This team coordinates with the Director of E-Administration to
encode and monitor on average, 400 courses a semester.
Encode Encode Monitor
Schedule Add
Course in Course in Enrollment
Planning Instructor
Orion FDLC Progress
Support provided: Director of E-Administration communicates process
and provides schedule, staff attend encoding training, courses are
checked, enrollment monitored weekly
Positive outcomes: Courses are added as needed and increased
enrollment,
10. January February March April
May June July August
September October November December
60
50
40
30
20
10
0
Assistants Coordinators
Number of tasks assigned on CRC task spreadsheet
13. CRC function will be
communicated through the
following methods:
• One-page “Who We Are”
document
• Distributed to faculty, staff,
“Communicate CRC campus Student Success Units
Purpose to Key
Stakeholders” and Welcome Center
• Web presence
• Social Media Postings
• Meetings with key stakeholders on
each campus
14. CRC members will be
cross-trained in:
• Customer service best practices
• Meeting and room scheduling
• ORION functions, including
encoding and overrides
“Improve Campus • Student advisement
Customer Service”
• Responding to common issues
from:
• Students
• Faculty
• Staff
• Responding to faculty and staff
technology requests
15. Communication:
• Use of central e-mail
address and phone number:
• CRC@fscj.edu
• CRC Main
904.633.8496
• Distance Learning
“Improve Campus
Communication” 904.632.3116
• Refining of phone tree
• Weekly intra-team
communication and
meetings
• Continued development of
faculty community
• Use of Open Campus
16. The CRC will:
• Cross-train CRC members
• Overrides, student and faculty
inquiries, faculty
payroll, encoding
• Create and share procedure
“Streamline Campus manuals for common
Academic
Processes” processes/requests
• Provide ample orientation and
mentoring support for faculty
17. The CRC will:
• Develop and share procedure
manuals for all common tasks and
requests
• Share resources and task tracking
among CRC team members
“Streamline Campus • Via Dropbox
Operations/Requests
” • Share work schedules and
calendars among CRC team
members
• Streamline facilities request
process
• Streamline supply order process
18. • As the unit matures and moves toward serving the
upcoming Bartram Center, these more “physical” factors
will grow in importance. CRC members will be trained in
dealing with:
• Walk-in traffic
• Room scheduling
• Hybrid course scheduling
• Event logistics
• Technology requests
• Increased call volume
• Overseeing tutoring center
• Overseeing faculty resource center
Please create organizational chart graphic, listing each member’s primary tasks.
Flow chart
Reviews student participation in course shell, if relevantResearches attempted drop or withdrawal with IT department, if relevantContacts instructor to corroborate or refute student claimGathers evidence in support of or in refutation of student claimWrites report recommending approval or denial of student appealForwards student file to Dean for final approval or denialForwards final decision to Student Success to initiate contact of student
