Engaging New Staff In A
Service Culture
May 2007
www.rmit.edu.au
Why an Induction Manual?
• Six staff undertook the Diploma of Business
(Frontline Management) in 2006 & decided this
was an opportunity to work together on a project
beneficial to Student Administration
• The team discussed a number of ideas, and
decided that the project outcome for Student
Administration would be a localised induction
manual.
• Reasoning included:
– New staff needed clearly defined information
– Concise information about Student Administration did not exist
– Student Administration’s location was away from the main
campus
RMIT University
Slide 2
www.rmit.edu.au
How did we make it?
• Student Administration Induction Manual
– In working on the manual, we found:
• wealth of information available on the web on
induction at local and higher levels
• staffs own experiences
– Ten categories were eventually included
RMIT University
Slide 3
www.rmit.edu.au
What does it look like?
•
Student Administration Induction Manual
1. Overview
2. Induction
3. Equipment, Computer, Software & Other
Requirements
4. Human Resources
5. Staff Training
6. Occupational Health & Safety
7. Customer Service
8. Student Administration Processes
9. Change Management
10. Evaluation
RMIT University
Slide 4
www.rmit.edu.au
1 Overview
– Organisational summaries & structures
•
•
•
•
University
Students Portfolio
Academic Registrar’s Group
Student Administration
– Summary of activities for each Student Admin unit
– Floor plan of Student Administration
– Phone and location directory of all Student Admin
staff
RMIT University
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www.rmit.edu.au
2 Induction
– An induction schedule for a new staff member
outlining their first week of activities
– RMIT Strategic Plan
– Academic Calendar
– Campus Map
– RMIT Induction Checklist
RMIT University
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3 Equipment, Computer, Software &
Other Requirements
– Swipe card access
– Computer logins, policies, procedures & the
Helpdesk
– Telephone and voicemail
– Photocopy and fax locations
– ARG equipment
– Stationery
– Mail
RMIT University
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www.rmit.edu.au
4 Human Resources
– Hours of work / lunch breaks
– Public holidays
– Annual leave / sick leave
– Employee Self Service (ESS)
– Pay
– RMIT Commuter Club
RMIT University
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5 Staff Training
– Within the staff workplan including:
• Information Technology Services (ITS) training
• Open Program
• Short Courses
RMIT University
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6 Occupational Health & Safety
– Emergency procedures
– Health and Safety
– First aid
– EO Online
– Staff Assistance
• Ergonomics
RMIT University
Slide 10
www.rmit.edu.au
7 Customer Service
– Student Administration stakeholders
– Service orientation
– Compliance
• Privacy of information
– Useful websites
– Acronyms
RMIT University
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8 Student Administration Processes
– Student Administration Working Party
• Defining roles and responsibilities for the Student
Administration
Process Name
Process Name
Student Enquiry & Applications
Manage Student Relationships
Applications, Selection and
Admissions
Student Programme of Study
Student Enrolment
Confer Awards
Student Financials
Reporting
Exams and Results
Cross Country
RMIT University
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www.rmit.edu.au
8 Student Administration Processes cont.
RMIT University
Slide 13
www.rmit.edu.au
9 Change Management
– Change to improve our working environment
RMIT University
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10 Evaluation
– For staff to complete within two weeks of
starting
– To ensure the Student Administration
Induction Manual has the most relevant
information needed for new staff
RMIT University
Slide 15
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Final Product
• The Induction Manual is created on CDs
– Has a PowerPoint interface directing staff
through a word document on induction and
attachments
– Opens automatically when inserted into the
computer
• 5 hard copy Induction Manual folders for
borrowing have also been created
RMIT University
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www.rmit.edu.au
Distribution
• Each new staff member receives:
– Electronic copy of the Induction Manual on
CD to keep
– Hard copy folder to borrow for 2 weeks
Student Admin
Induction Manual
May 2007
RMIT University
Slide 17
www.rmit.edu.au
Where to?
• The Future
– The Induction Manual is a living document to
be updated at least quarterly.
– The task of updating the manual and CD has
been allocated to one unit within Student
Administration.
– Currently being updated to include all of the
Academic Registrar’s Group (about 130 staff
in 4 branches)
RMIT University
Slide 18
www.rmit.edu.au
The End
Student Admin
Induction Manual
May 2007
RMIT University
Slide 19
www.rmit.edu.au