Tim Hunter & Scott Watanabe
University of Colorado at Boulder
This paper presents modifications to the small group model intended to improve training of junior administrators, and associated changes to improve customer service. The driving idea is to give undergraduates as much authority as they can handle responsibly. This means making current undergraduates a part of the interviewing process for new administrators; taking advantage of the benefits of the small group model by forming small groups of junior administrators lead by senior undergraduates, who receive minimal guidance from management; and creating standing orders that extend the authority of a staff member in a crisis situation. These improvements, as a whole, have worked very well. New hires take less time to become part of the team; small groups of undergraduates provide better support for junior administrators, and free full-time administrators from dealing with the details of a large project; competent junior administrators are able to handle most situations without help.
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