1. The Core of a Painting Project

2. Presentation Overview Presentation Objectives Introduction to UBC-V Student Housing Introduction to Thunderbird Residence Project Overview –Project Timeline –Project Planning and Plan –Communication Strategy –Challenges Faced Student Satisfaction Survey Conclusion Brown-Jackson, Hilchey, Hogg – NWACUHO 2010

3. Presentation Objectives Learning Objective 1 –Participants will learn project coordination methods. Learning Objective 2 –Participants will learn how to effectively communicate with staff, residents and contractors. Learning Objective 3 –Participants will learn problem solving techniques when addressing resident concerns. Brown-Jackson, Hilchey, Hogg – NWACUHO 2010

4. UBC-Vancouver Student Housing UBC provides accommodation for more than 8,000 students, faculty and staff in eight residence complexes. –Second largest on-campus housing operation in Canada SHHSs goal is to provide an environment that helps students to succeed, both academically and socially. Brown-Jackson, Hilchey, Hogg – NWACUHO 2010

5. UBC Vancouver

6. Thunderbird Residence Brown-Jackson, Hilchey, Hogg – NWACUHO 2010

7. Residence Comparison Thunderbird Residence 12-month Residence Contract 403 Apartments in total –153 studio apartments –167 one-bedroom apartments –9 two-bedroom apartments –74 four-bedroom apartments 634 Contract Holders –But up to approximately 800 with roommates Brown-Jackson, Hilchey, Hogg – NWACUHO 2010 Walter Gage Residence 8-month Residence Contract 198 Apartments in Towers –192 six-bedrooms –6 two-bedrooms –1 eight-bedroom 161 Apartments in Low-Rise –4 two-bedrooms –61 one-bedrooms –96 studios 1337 Contract Holders

8. Thunderbird Residence - Staffing Management –1 Residence Life Manager –1 Building Services Manager Facilities Coordinator Residence Life Staff –1 Senior Residence Advisor –9 Residence Advisors Housekeeping Staff –1 Housekeeping Supervisor –Housekeepers Front Desk Staff –1 Residence Font Desk Services Coordinator –Residence Attendants Brown-Jackson, Hilchey, Hogg – NWACUHO 2010

9. Project Overview – Timeline Brown-Jackson, Hilchey, Hogg – NWACUHO 2010 2005: Previous Painting Project 2005/6: Discussions about future painting project 2008: 2009/10 Painting Project put in budget Summer 2009: Recruitment of Facilities Coordinator (FC) Position Summer 2009: RLM/FC/BSM discussion Summer 2009: Committee struck to develop project plan September 2009: Committee finalizes project plan September 2009: Painting test units September 2009: First formal communication to residents October 2009: First resident suites painted September 2009: Education strategy implemented October 2009-Present: Suites continue to be painted April 2010: Targeted completion date

10. Project Overview – Communication Strategy One-month notice –Email –Printed copy in mailbox –Printed copy delivered to unit Two-week notice –Email –Printed copy in mailbox –Printed copy delivered to unit One-week notice –Email –Printed copy in mailbox –Printed copy delivered to unit Residence Advisor Check-in Painting Complete Notice –Printed copy delivered to unit Brown-Jackson, Hilchey, Hogg – NWACUHO 2010 Q4.1 Please indicate if you received the following notifications prior to the painting of your unit.

11. Project Overview - Cost Revenue Lost (October-April) = $129,780 –2 4-bedroom units $2,368/month * 2 = $4,736 –8 1-bedroom units $938/month * 8 = $7,504 –8 studio units $787/month * 8 = $6,296 Additional Overheads = $6,300 –Gift Baskets Painting Project = $460,000 –i.e., paint, staffing, materials Brown-Jackson, Hilchey, Hogg – NWACUHO 2010 Total Project Cost $596,080

12. Project Overview – Temporary Accommodations Brown-Jackson, Hilchey, Hogg – NWACUHO 2010 Types of Accommodations –4-bedroom units –1-bedroom units –Studio-units Materials provided –Linens (sheets, bath towels) –Kitchen utensils / Minor appliances –TV / Telephone / Internet –2-4 Beds –Desk / Desk Chair / Desk Lamp –Kitchen Table / Chairs / Sofa

13. Project Overview - Challenges Security Scheduling Student concerns Quality Assurance Staffing challenges Project management challenges Brown-Jackson, Hilchey, Hogg – NWACUHO 2010

14. Project Overview – Student Satisfaction Survey 324 residents invited to participate in survey 152 residents completed the survey 47% completion rate Brown-Jackson, Hilchey, Hogg – NWACUHO 2010

15. Project Overview –Survey Demographics Brown-Jackson, Hilchey, Hogg – NWACUHO 2010 Q2.2 Please indicate the gender with which you identify.

16. Project Overview –Survey Demographics Brown-Jackson, Hilchey, Hogg – NWACUHO 2010 Q2.3 Please indicate your age.

17. Project Overview –Survey Demographics Q2.4 Please indicate what level of education you are currently enrolled. Brown-Jackson, Hilchey, Hogg – NWACUHO 2010

18. Project Overview –Survey Demographics Brown-Jackson, Hilchey, Hogg – NWACUHO 2010 Q3.1 Please indicate which type of residence assignment you currently live in.

19. Project Overview –Survey – Grad vs. Undergrad Brown-Jackson, Hilchey, Hogg – NWACUHO 2010 Questions Graduate Students Undergraduate Students Q12.1.A I am satisfied with the overall quality of the painting work 64%58% Q12.1.B I am satisfied with the clean-up completed by the staff 49%33% Q12.2 I feel the painting project has been an improvement to my unit 66%54%

20. Project Overview –Survey – Staff Support G = Graduate UG = Undergraduate Q12.3.A/B/C I feel SHHS staff were helpful _____ the painting renovation project Brown-Jackson, Hilchey, Hogg – NWACUHO 2010

21. Project Overview –Survey – Shared vs. Self Contained Brown-Jackson, Hilchey, Hogg – NWACUHO 2010 QuestionsSharedSelf Contained Q12.1.A I am satisfied with the overall quality of the painting work 59%66% Q12.1.B I am satisfied with the clean-up completed by the staff 44%48% Q12.2 I feel the painting project has been an improvement to my unit 56%68%

22. Project Overview – Survey - Staff Support Q12.3.A/B/C I feel SHHS staff were helpful _____ the painting renovation project S = Shared SC = Self Contained Brown-Jackson, Hilchey, Hogg – NWACUHO 2010

23. Project Overview – Survey Used Temporary Accommodations vs. Did Not Use Brown-Jackson, Hilchey, Hogg – NWACUHO 2010 Questions Used Temporary Accommodations Did Not Use Temporary Accommodations Q12.1.A I am satisfied with the overall quality of the painting work 59%66% Q12.1.B I am satisfied with the clean-up completed by the staff 44%48% Q12.2 I feel the painting project has been an improvement to my unit 56%68%

24. Project Overview – Survey - Staff Support Q12.3.A/B/C I feel SHHS staff were helpful _____ the painting renovation project Brown-Jackson, Hilchey, Hogg – NWACUHO 2010 T = Used Temporary Accommodations NT = Did Not Use Temporary Accommodations

25. Project Overview – Survey Saw Display vs. Did Not See Display Questions Saw DisplayDid Not See Display Q12.1.A I am satisfied with the overall quality of the painting work 66%61% Q12.1.B I am satisfied with the clean-up completed by the staff 56%37% Q12.2 I feel the painting project has been an improvement to my unit 78%46% Brown-Jackson, Hilchey, Hogg – NWACUHO 2010

26. Project Overview – Survey Saw Display vs. Did Not See Display Q12.3.A/B/C I feel SHHS staff were helpful _____ the painting renovation project D = Saw Display ND = Did Not See Display Brown-Jackson, Hilchey, Hogg – NWACUHO 2010

27. Project Overview – Survey – Staff Contact SC = Had Staff Contact NSC = Did Not Have Staff Contact Q12.3.A/B/C I feel SHHS staff were helpful _____ the painting renovation project Brown-Jackson, Hilchey, Hogg – NWACUHO 2010

28. Project Overview – Survey – Student Comments –It was kind of a hassle for us especially during our exam period. It would have be better if the painting was done during the summer when most of the students are not on campus. –The clean-up should be improved (or at least if not, then the notices should not indicate that the unit will be left as found, so that people don't have the expectation of finding a clean home after the project). Upon my return I spent an entire day vacuuming and dusting off paint dust from all the floors and counters. –I loved the little gift basket. Such a nice touch! –The gift box from SHHS was really touching. And Timothy was really helpful to arrange the job. Thanks! –SHHS is considerate in relocation process. –I was impressed with the effort into thorough and timely communication and the overall efficiency of this huge organizational feat! And I do believe it has improved the appearance of my unit. Brown-Jackson, Hilchey, Hogg – NWACUHO 2010

29. Opportunities for Improvement Communication Strategy –Sent out monthly reminder earlier –Olympics/Extended Reading Week Break Option –Open House Temporary Accommodations –Phone Term II Survey in May BBQ Celebration Brown-Jackson, Hilchey, Hogg – NWACUHO 2010

30. Conclusion – Q & A Brown-Jackson, Hilchey, Hogg – NWACUHO 2010