“Are we truly Student-Centred?” 2013 ATEM Student Service Centres Conference 2nd to 3rd May 2013 Canberra, ACT Association for Tertiary Education Management Contents Welcome Message .................................................................................................... 1 About ATEM .............................................................................................................. 2 Keynote Speakers ..................................................................................................... 3 Talking Heads/Q&A Panel Discussion ....................................................................... 5 About the Panel Members ......................................................................................... 6 Student Perspective Panel ........................................................................................ 8 SSC Conference Agenda .......................................................................................... 9 Concurrent Sessions ............................................................................................... 12 Conference Paper Abstracts ................................................................................... 13 Conference Sponsors .............................................................................................. 20 Hyatt Hotel Floor Plan ............................................................................................. 24 ATEM Contacts ....................................................................................................... 25 Welcome Message Dear Delegates, I would like to welcome you to Canberra and to the 8th annual Student Service Centres Conference. The theme for the 2013 Conference is ‘Are we truly Student-Centred?’ This back-to-basics customer service discussion point will encourage delegates to discuss best practice, physical and e/virtual service delivery, innovation and what the future holds. It will also include our customers - STUDENTS - and what they expect from us. This conference will focus on whether their needs are truly being met by the Centres that are there to support them now, and into the future. The university will be fundamentally organised around student-centred principles. Students will want education a la carte: education when they want it, how they want it, where they want it. Professor Stephen Parker, Vice-Chancellor, University of Canberra As we look to an ever-changing future in the tertiary sector, do we hold to what we know or do we re-develop the principles of Customer Service and become more performance driven? Where are the significant touch points in the student lifecycle and how do we engage with students at these points to enhance their student experience? Over the next two days, I would encourage you to take every opportunity to meet with colleagues both old and new to share your experiences and expertise. Our key-note speakers, panellists and delegate-led presentations will provide you with a broad range of stimulating and interesting topics and discussions which will focus on the strategic concept and delivery of the student experience in an era of change. I would also like to acknowledge and thank our sponsors who are represented at the conference. I would encourage you to visit the Sponsor’s Display area and say hello. The ATEM Student Service Centres Conference Committee also invites you to join in with the yearlong festivities celebrating the 100 year Anniversary of the Nation’s Capital. Ms Alex Sabharwal Chair of the 2013 Student Service Centres Conference Parker, S 2012, ‘Time to trade in well-worn university model’ Parker’s Pen Vice-Chancellor’s Blog, weblog post, 03 October, accessed 30 November 2012, <http://www.canberra.edu.au/blogs/vc/2012/10/03/time-to-trade-in- well-worn-university-model/> 1 About ATEM ATEM was established in 1976 to provide education and training for members, and to raise the profile of tertiary education administration and management as a professional undertaking. ATEM is the association of first choice for tertiary education managers, recognised for the quality of its programs and resources that support and connect people across the sectors. Advancing the professionalism of tertiary education management ATEM connects, supports and challenges individuals and institutions to recognise and advance the professionalism of tertiary education management in Australia and New Zealand. How We Do It ATEM connects people across institutions and disciplines, supports them to develop their management skills and knowledge, and challenges the sector to recognise the professional nature of tertiary education management. We do this by: . Growing careers: growing the careers of professional administrators and managers to enable them to have rewarding careers and contribute beyond their jobs to the broader sector, . Building professionalism: building professionalism for the sector through relevant education and training, and recognising outstanding achievements in the sector, . Hot topics: providing opportunities to explore and discuss the implications of today's government policy and other changes in the sector, . Connecting people and groups: connecting people and groups across the sector to promote sharing of programs, knowledge and practice, and . Understanding the sector: providing programs and resources for individuals and groups to better understand the tertiary education sector. Our Values Integrity – to underpin everything we do Openness – to characterise our operations and communications Life Long Learning – to build knowledge and adaptability Innovative Thinking – to be agile and ready for change Collaboration – to strengthen ATEM and our partners Our Stakeholders Our key stakeholders are our members, tertiary education institutions, and the sector. We provide a range of professional education and training programs, career development and other resources and services that are available to anyone with an interest in tertiary education management. We work collaboratively across the sector, with governments, other professional associations and with institutions in pursuit of our aims. ATEM’s remit crosses functional, specialist and professional boundaries and, as the only professional association dedicated to the tertiary education management sectors in Australia and New Zealand, we are in a unique position to connect individuals and groups who might not otherwise interact with each other, and to bring together like minds to strengthen the sector. ATEM membership brings with it an additional set of benefits and expectations, and requires a commitment on by individuals to further develop their knowledge, skills and careers in tertiary education management in a structured and focused way. Our members are professionals, and we support them to challenge themselves to develop their professionalism, both in their approach to their work, and in their conduct in the workplace. Our expectations of our members are high, and we regard them as current and future leaders in tertiary education management. 2 Keynote Speakers 2012 The Oracle|RightNow Award for Excellence in Student Administration and Customer Service Winner’s presentation Elizabeth Capp Director Student Services University of Melbourne Elizabeth Capp is the Director, Student Services at The University of Melbourne. She has had an extensive career in University management and administration, spanning four faculties and a range of central roles at Melbourne as well as roles at Monash University, Melbourne Water and the National Trust. A graduate of Melbourne and Swinburne universities, Elizabeth has completed studies in Arts, Commerce and Management. At Melbourne she has held various positions in student services, academic programs, faculty management and human resources, and in many of these has been actively involved in leading and managing organisational change. Her current position has responsibility for a range of central student support and wellbeing services, including the University’s Contact Centre, and a leadership role in coordinating the work of multiple student centres across faculties and graduate schools. Elizabeth Capp, Director Student Services University of Melbourne, will provide us with insight into the lessons learned in pursuing a service commitment agenda. 3 Keynote Speakers Professor Nick Klomp Deputy Vice-Chancellor (Education) University of Canberra Professor Nick Klomp is the Deputy Vice-Chancellor (Education) at the University of Canberra, responsible for academic policy, teaching and learning quality and enhancement, and student support and equity. Professor Klomp has a Bachelor of Applied Science degree from Curtin University, First Class Honours from Murdoch University and a PhD in ecology from Glasgow University. Prior to his appointment as Deputy Vice-Chancellor, Professor Klomp was the Dean of the Faculty of Science at Charles Sturt University, leading one of the largest and most diverse science faculties in Australasia with around 9000 students and hundreds of staff in seven schools across six campuses, and with disciplines ranging from Veterinary Science to Dentistry, Nursing to Environmental Science, Forensic Biotechnology to Wine Science, Agriculture to Allied Health and much more. Under his leadership the Faculty enjoyed enormous growth in its research and teaching programs, underpinned by multi-million dollar grants and many new collaborations with government, industry and education providers. Professor Klomp has won the Vice-Chancellor's Award