Enrolment Services & Student Development + Services: Commitment to Service Standards
Service Philosophy
We support and contribute to student learning by providing excellent student service.
Introduction
All staff in UBC Enrolment Services and Student Development & Services work to deliver on UBC’s promise to create an exceptional learning environment. Learning takes place within the social and emotional contexts of each student’s life; our work contributes to the education of the whole student.
We foster positive learning outcomes by providing resources, accurate information and effective systems and processes that help students achieve their learning goals.
We empower students to take responsibility for their learning. We support and facilitate enriched learning experiences.
We work in partnership with students and our approach signals to students that we are here because of them. Most importantly, we care for each student as an individual.
Service Standards
We believe that excellent student service is:
- Respectful
- Accurate
- Responsive
Commitment to Service Standards
We make the following promises to our students:
- We promise to see and respond to you as an individual, with a unique set of experiences, needs, and learning goals.
By the time we're done speaking, we will know your name and you will know ours. We’ll take the time to clarify and understand your issue before proposing actions or solutions. When we have an appointment, we will have prepared relevant information in advance. We will anticipate and share issues beyond your presenting inquiry that could be beneficial for you to consider. Oh, and don't be surprised if we ask you how your day or your term is going. - We promise to ensure that our services and our decisions consider your individual needs, as well as those of your fellow students and those of UBC as a whole.
We know and understand University policies and practices but won't rely on them alone to be our guide in serving you. We will ask questions and listen to understand your unique situation and explore possibilities before roadblocks. In cases where we can't fulfill your request we will provide you with information as to why, discuss other options with you, and check in with you to assess your understanding and satisfaction. And we will expressly acknowledge the impact of our decisions on you. - We promise to honour our commitments, admit our mistakes and take action to correct them.
When we interact with you we’ll clearly communicate what you can expect from us as well as our expectations of you. When we commit to processing your transaction or following up with you, we will do so in a timely manner. In the case of email and voicemail inquiries, we will respond to you within one to two business days. We will notify you during peak periods when this is not possible and commit to a more appropriate response time. In cases where we make mistakes, we will acknowledge the error, apologize and provide solutions. If you are unsatisfied with the resolution, we will provide you with options for how to proceed. - We promise to provide accurate information and consistent decisions; we will also ensure that you know how those decisions were reached and by whom.
When decisions are made that affect you, we will explain why and how we came to that decision as well as the name and contact information of the appropriate person to follow up with or ask questions to. We will take responsibility for providing clear messages that are consistent with those you are receiving from other units across campus. When you tell us you’re not receiving consistent information we will take responsibility to work with you and our campus contacts to resolve this. We will routinely check that our on-line and print resources are accurate, accessible and easy to navigate. - We promise to provide appropriate documentation and to keep comprehensive records.
When you've taken time to discuss your situation or issue with us, we'll document the highlights so we can serve you better in the future. We will routinely connect you with reliable information sources to better answer your questions or resolve your concerns. - We promise to try to help you solve your problem or address your question at the initial point of contact, and where that is not possible, we promise to make a specific and accurate referral, and to remain accountable for that referral.
Regardless of the unit or the person to whom you first pose your question, we’ll make sure you know that we will be able to help. Even in cases where you'll need to connect with additional expertise on campus, we will let you know what to anticipate and how to present your request at the point of referral to ensure your needs are met. And before you leave, you’ll have our name and an invitation to come back if for some reason the referral doesn't meet your needs. - We promise to anticipate your needs and expectations and to adapt as they evolve.
We want to hear what you have to say and will regularly create opportunities for you to provide us with that feedback. We will use the knowledge we gain from you to guide innovations in our future programming and service delivery. Whether it's the first day of classes or the last day of exams, we’ll do our best to be conscious of what you are going through. We will adapt the delivery of our services to "be where you are”, whether that's physically, technologically, emotionally, culturally, or academically. - We promise to establish service standards, publish those standards, measure our performance against them, and make the results accessible to you. We also promise to provide you with a course of action if you feel that we did not meet our service standards.
We will establish consistent standards for providing respectful, accurate and responsive service and we will publish these for easy access and review. We will routinely assess our service in relation to our standards as well as invite you to provide us with feedback after all interactions.
