Morale Matters: A "Hiring, Training, and Committee Structure" Blueprint for a Happy, High-Performing Team

Institutions of higher education often excel at defining student success, but what does staff success look like? At the One Stop Student Services Center at Rutgers–New Brunswick, staff success is built on three key pillars: staffing, training, and committee structure. It starts with hiring staff who demonstrate essential traits such as kindness, resilience, and strong problem-solving skills. These qualities are crucial for managing the demands of a diverse and complex student population. Once hired, staff undergo thorough formal training that provides them with the knowledge and tools necessary to navigate multi-departmental processes. This training empowers them to take ownership of their roles, respond effectively to student inquiries, and ensure consistent support. To further support staff and enhance operations, the One Stop employs a robust committee structure which is vital for shared operational ownership, ongoing skill development, and effective workflow management. They promote collaboration, reduce workloads, and enhance job satisfaction, which in turn helps to lower turnover rates. In this session, we will delve into how hiring the right people, providing comprehensive training, and leveraging committee structures can elevate student support services and improve staff retention. Participants will leave with actionable strategies to implement these best practices in their own institutions.