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Copyright Ann Marie Regan and Dan Marini, 2009. This work is the intellectual property of the author.
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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
10 Year Campus Expansion
8000
7927
7500
7455
7290
7290
7337
7265
7000
6800
6577
Number of beds
6500
6130
6000
5611
5500
5000
4751
4500
4000
1999
2000
2001
2002
2003
2004
2005
2006
2007
2008
2009
How we have grown!
PARKING
LOT
PAR
KING
LOT
PARKING
LOT
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
• Dean, Campus Life
• Team Members
•
•
•
•
•
•
Residential Life
Housing Operations
Resnet
Facilities
Public Safety
Auxiliary Services
•
•
•
•
Transportation
Dining Services
Admissions
Government Relations
The proposed plan
1. 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
Residential
Facilities
Life/ Student
Costs
Affairs Costs
FACILITIES STAFFING
$197,717
Contractors
$256,817
$144,500
SUPPLIES
$26,812
$9,900
FOOD SERVICES
$22,200
$9,062
DECORATIONS/FESTIVITIES
Public
Safety
Costs
$38,335
$35,163
TOTALS
$503,546
GRAND TOTAL
$740,507
$198,625
$38,335
Requested $350K additional funds…but proposed where it would
come from!
Plan has been approved!!!
Now is the time for
DETAILS
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
4-Sep
5-Sep
6-Sep
7-Sep
2008
Buildings
w/o RAs
Early
SAT PM
(1PM5PM)
SUN AM
(8AMNOON)
SUN PM
(1PM5PM)
2007
to/from &
early
arrivals
92
92
92
92
57
Curbside
Columbus Garage
35
Curbside
Columbus Garage
118
118
118
118
55
Forsyth Lot
Gainsborough
52
North Lot
Columbus Garage
61
North Lot
Columbus Garage
THURS
THURS
Fri
Fri
SAT AM
(9AM- (12:30PM
(9AM(12:30pm- (8AM11:30AM) -3PM)
11:30AM)
3PM)
NOON)
DROP OFF
PARKING
FRESHMEN HALLS
White Hall
424
West Village F
224
Stetson Hall West
526
153 Hemenway Street
117
319 Fairwood Apt
115
100
100
32
32
27
27
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
North Lot (136)
Thurs. AM
Thurs PM
Fri. AM
Fri. PM
Sat. AM
Sat. PM
Sun. AM
Sun. PM
172
172
132
132
203
203
212
212
118
118
118
118
Forsyth (100)
92
92
113
113
83
103
103
83
83
AM
PM
AM
PM
AM
PM
Forsyth Street Curbside
Leon Street Curbside
100
100
83
AM
PM
Thursday
Permanent Parking
TIME
Friday
Saturday
Sunday
Renaissance (958)
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
*Columbus (995)
574
574
582
582
762
762
108
738
738
Implementation: Step 2
• Develop detailed Task Matrix
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
ResNet Move In Plan
• 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
Major Components of ResNet Plan
•
Information Tables
•
Field Teams
•
ResNet Operations Center
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 2008
Volunteer
Handbook
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
Satisfaction Results
Insert survey results
Keys to our success
• Collaboration
• Support
• Communication
•Campus constituents
•Students & families
•Detailed Summer Preparations
QUESTIONS
Ann Marie Regan
Phone: 617-373-2829
Fax: 617-373-8974
Email: a.regan@neu.edu
Dan Marini
Phone: 617-373-8979
Fax: 617-373-8974
Email: d.marini@neu.edu
REFERENCE DOCUMENTS AVAILABLE AT
https://myfiles.neu.edu/d.marini/NERCOMP
•Master ResNet Move-In Task List (MS Project)
•Master Building Move-In Spreadsheet
•ResNet Move-In Plan
•ResNet Field Team Assignments
•General FAQ Move In Questions