Building a High-Performance Team Through Cross-Training: The Evolution of a Successful Training Model

In this presentation, we will discuss the evolution of our StudentLink Center cross-training model over the last eight years. At StudentLink, we are the student-facing part of the Offices of Financial Aid, Registrar, Bursar, Global Programs, and Global Services. We will discuss our evolution from a low-tech model to a data-driven, technology-rich model that has increased employee and student satisfaction, dramatically reduced wait time, and assisted in succession planning and onboarding.

First Learning Outcome: Determine the appropriate action steps for developing or enhancing your department's training model. 

Second Learning Outcome: Obtain insights on utilizing data to create training materials for new hires and refresher training for existing teams.

Third Learning Outcome: See team cross-training as an opportunity for employee retention, increased satisfaction for employees and students, and an opportunity to enhance workflow.

Core Competency: Problem Solving

Proficiency: Enrollment Management Proficiencies

Presenter(s): 

Marisol Marrero New York University

Randy Rosario New York University