1. Innovation in Service Delivery: Doing More with Less
Marissa Deitch, Director of Career Education Arcadia University
Tuesday March 6, Convention Center, Room 121A

2. AGENDA Learning Objectives Ice Breaker Reimagining Career Education
Needs Assessment
Branding
Implementing Technology
Campus Partnerships
Cost Effective Human Resources
Group Activity
Wrap Up/Resources

3. LEARNING OBJECTIVES
Learn questions to guide your evaluation of services and resources.
Understand how to create a culture of innovation and partnership.
Receive examples of branding, program evaluation and scaling services.
Discuss issues pertinent to your department’s/institution’s challenges.

4. ICE BREAKER
Introduce yourself to a person near you and tell them about one area of your work where you feel you are being asked to do more with less.

5. REIMAGINING CAREER EDUCATION
“Whenever you are asked if you can do a job, tell 'em, 'Certainly I can!' Then get busy and find out how to do it.”

6. HOW DID WE GET HERE?
51 presentations
1,590 students

7. ENSURING QUALITY
100% of respondents reported satisfaction with individual assistance.
100% of students who enrolled in the Strategic Career Planning course would recommend the course to a friend.
9.5 out of 10 respondents would recommend OCE services to a peer. 

8. ASSESSMENT
What is the perception of us among our various constituencies?
What are we doing well? What do we need to improve?
What is the demand? Is it growing or shrinking?  
Does this services or program yield additional engagement?
Are a large volume of stakeholders attending/involved?
Does this program/resource tie back to your central mission?

9. ASSESSMENT
Observe: how is your team spending their time?
How else might we deliver this?
Who else can deliver this?
Who can we partner with to deliver this?
How much time should it take? How much time will it take?
What will success look like? What will failure look like?
Do you have the right players in place?
Who are your champions?

10. FEAR QUESTIONS Have we always done it that way?
Will it hurt someone's feelings if we cancel it? 
What will others on campus think of us if we change it?  
Will a 'loud voice' or 'prominent person' complain about it if we change it or cancel it? 
Is it popular on other campuses around the country?

11. BRANDING
Be wary of these questions. Run from them. They are usually unspoken and more like thoughts.  They rarely help with continuous improvement - only in very few circumstances.  All of them are about you and not about your customers: 

12. BRANDING
The mission of the Office of Career Education is to educate and create connections for the Arcadia University community in order to facilitate the holistic career development of undergraduate students, graduate students and alumni.

13. TECHNOLOGY Invested in training team including student workers
Implemented online appointment scheduling
Created online career resources for community using Canvas
Partnered with vendors seeking early adopters for reduced cost
Created processes to facilitate partnership
Automated responses for common questions
Create easy processes for employer partnership

14. PARTNERSHIPS Eliminated general workshops/partnerships only programs
Created a liaison model for communicating with faculty
Streamlined offerings of presentations
Created a partnership request form and response process
Build a culture of “career educators”
Work with departments to create career classes

15. COST EFFECTIVE HUMAN RESOURCES
Alumni: career mentors, practice interviews, recruiting events
Students: Career Peer Educators/Career Ambassadors/Graduate Assistants
Parents: Interviewer in Residence
Employers: class presentations, practice interviews, resume reviews, advisory board
Faculty: teaching Career Courses, advisory board, collaborative events
Staff: collaborative events, practice interviews, advisory board

16. GROUP ACTIVITY
What is one area of your work where you are being called to do more work with fewer resources?
Does this work need to be done? Why or why not? How do you know?
If yes, with whom can you partner to achieve this goal?
Are there other cost-effective alternatives to achieve the goal (technology, volunteers, program format change, timing change)?
What will success look like once your goal is achieved?
Conduct a preliminary post-mortem. If something were to go wrong, what would you anticipate the issue would be?

17. HELPFUL RESOURCES
Leadership in Career Services: Voice from the Field,  Emanuel Contomanolis and Tudy Steinfeld
Student Affairs Leadership Council. The Data-Driven Student Affairs Enterprise: Strategies and Best Practices for Instilling a Culture of Accountability. Washington, D.C.: The Advisory Board Company
The Future of Work: How Colleges Can Prepare Students for the Jobs Ahead: Chronicle of Higher Education, Scott Carlson
Gallup: Great Jobs. Great Lives. The Value of Career Services, Inclusive Experiences and Mentorship for College Graduates
Colleges That Create Futures: 50 Schools that Launch Careers by Going Beyond the Classroom, 2nd Edition by Robert Franek
Spark: How to Lead Yourself and Others to Greater Success by Angie Morgan, Courtney Lynch and Sean Lynch

18. Thank you for joining me today!
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Please remember to complete your online evaluation following the conference.