Schedule (Copy) — Institute for Student Services Professionals (ISSP)

Sunday, November 2

Check in at the registration & information desk to pick up your name badge and conference materials.
ISSP representatives are here throughout the conference to answer your questions.
Meet exhibitors with creative technology and service solutions in the Exhibit Hall. Don't forget to download the Guidebook conference app and scan each exhibitor’s QR code to participate in the Sponsor Scavenger Hunt and be eligible for fun prizes.
Join us before the conference starts at this pre-conference session, hosted by WaitWell. There is no additional cost for this session, but you do need to be registered for the conference. A separate registration form will be published this summer. Space is limited so register soon.
Presented by WaitWell’s Co-founder Shannon Vander Meulen and Jeff Shikaze.
Welcoming Remarks Presenter:
Julie Selander - Director, One Stop Student Services, University of Minnesota and President, ISSP
Opening Town Hall facilitated by:
George Yanchak - West Virginia University
To kick off the conference, our Opening Town Hall is where you'll have the opportunity to share and connect with your colleagues on the successes and challenges you've experienced, what's on your organizational "road map" for the future, and what you'd wish for if you had a magic wand. Whether you’re in the planning or implementation stage of your “one stop”, have had an integrated student services model for years, or are just exploring the idea, this session will provide a great way to share and learn from one another, as well as meet new colleagues. We expect this to be a fun and engaging session!
Enjoy refreshments in the ballroom foyer.
Panelists:
Panelist information coming later this summer.
Enjoy refreshments in the ballroom foyer and network with colleagues and exhibitors.
Meet exhibitors with creative technology and service solutions in the Exhibit Hall.
Don't forget to download the Guidebook conference app and scan each exhibitor’s QR code to participate in the Sponsor Scavenger Hunt and be eligible for fun prizes.
Presenters:
Katelyn Kim & Malory Werner - West Virginia University
The winds of change are ever raging in Higher Education, so working within the structure of your years-old Service Level Agreements can be like trying to navigate an ocean storm in a tiny rowboat. In this session, we will discuss recent changes in the WVU Hub’s home office reporting structure and how we have updated our Service Level Agreements to create calm in the chaos and ensure that the student experience has not been impacted by any internal changes.
Whether you are writing SLAs for the first time or if you think it’s time for an update, this session will help you as we discuss how to navigate organizational change while maintaining excellent student service. We will share key considerations for SLAs and identify best practices for implementing SLAs with your home offices. Come ready to discuss your pain points then sail away with new ideas to make your SLAs more effective and aligned with your goals.
Presenters:
Maekala West & Audria Mosier - Texas A&M University
Student employees can bring life and meaningful impact to your one-stop! This presentation explores how student workers can successfully serve as front-line customer service representatives and the unique value they bring to the team. We’ll provide an overview of our student-employee training model, including our “build your own adventure” approach and how it intentionally differs from full-time staff onboarding.
Since student employees typically work part-time, they face distinct challenges, benefits, and developmental needs compared to full-time staff. We’ll also share practical tips and strategies for recruiting, hiring, and supervising a large team of student workers—insights that are easily adaptable to smaller teams or newly established programs.
Presenters:
Jessica Bailey & Emily Powers - Eastern Kentucky University
One-stop shops like Eastern Kentucky University’s Big E Central do more than troubleshoot student issues—they help build a foundation for success starting on day one.
This session will highlight how non-admissions one-stop offices can play a strategic role in new student orientation, offering proactive, student-centered support that sets the tone for a successful college journey.
Presenters:
TBD
Session details coming soon.
Enjoy a quick break before we convene for our final sessions for the day.
Presenters:
Brett Butler & Sean Alexander - University of North Florida
High stress; high turnover. Employee burnout. Do more with less. Revolving door. Unending training. No rest for the weary. Blackout dates. Flex time. These phrases describe common complaints from One-Stops—new and old. In this session, we will discuss the strategies that our UNF One-Stop leadership team uses to combat employee attrition.
High employee retention leads to more content specialists, lower wait times, lower talk times, less stress on the team, better supervisor efficiency, and higher customer satisfaction. With limited opportunities for pay raises, bonuses, or employer-covered gifts (except the occasional pizza party), we believe that fostering a healthy work culture is the best way to motivate and retain highly talented employees.
Establishing a healthy work culture requires a balance between fun and productivity. It begins with the interview process and requires continual investment to maintain. Are you ready for your employees to be more engaged at work, to feel personally invested in the success of their teammates, and to be excited about a work environment that they enjoy? Join us as we share practical advice that will help you breathe new life into your one-stop shop!
Presenters:
Amy Newsom & Jay Barden - Miami University (Ohio)
One Stop Model: Past, Present, and Future. Our journey began with the launch of the One Stop model—a centralized approach to student services designed to streamline support across billing, financial aid (SFA), and registration. The vision was simple: provide students with a single, efficient point of contact for key administrative needs. In the beginning, we were a small, dedicated team, wearing many hats as we worked to unify services and enhance the student experience.
Since then, we’ve experienced significant growth, especially in our student staff. These students have not only expanded in number but also in capability, contributing meaningfully to day-to-day operations. We've prioritized staff development through targeted training, mentorship, and professional growth opportunities. Our involvement now stretches across multiple committees, allowing us to be more strategic and collaborative in supporting students.
Our responsibilities have grown steadily over time. We’ve assumed support roles for specialized areas like Veterans Affairs and Residency, and have become key players in training efforts across Central Offices. This expansion reflects our adaptability and deepening institutional knowledge.
Looking ahead, we aim to continue evolving. We're exploring new technologies to improve service delivery and student interaction. We’re also looking to expand our role further, potentially taking on additional support functions and enhancing digital engagement. The future of One Stop is one of continued growth, innovation, and deeper impact across campus.
This session will discuss this journey and how to ensure continuous growth and development of our One Stop model.
Presenters:
Russell Moreland, Jr., Mauro Uriegas, & Alexis Berlanga - University of Texas Rio Grande Valley
This session will describe three (3) tools designed to help students by providing the most up-to-date information while avoiding overwhelming them with enrollment management details:
(1) Interdivisional Communication Team
(2) Meetings/Trainings with Campus Partners
(3) Collaboration between Student Services Staff and Partner Offices.
Background: The University of Texas Rio Grande Valley (UTRGV) was established in Fall 2015 by merging two University of Texas system campuses in the Rio Grande Valley (South Texas). One of UTRGV's founding pillars is "Student Success," which is the mission of the student service centers branded as U Central. This session will cover in some detail the three tools that have been developed to help students achieve their academic goals.
Presenters:
TBD
Session details coming soon.
Join your colleagues for a private reception at The Westin Riverwalk.
Complimentary hors d'oeuvres and a complimentary drink ticket provided (see inside of your registration name badge). Cash bar also available.

Monday, November 3

Join us for Yoga & Stretching with Sidhya from Rutgers University Fitness & Wellness.
Please sign up for the yoga session here. The first 40 conference registrants to sign up and attend the session will receive a free yoga mat.
We plan to keep this session light and relaxing, including basic yoga poses and some stretching moves. No experience needed. Prepare your mind and your body before a full day of conference sessions.
Thank you to WaitWell for sponsoring this wellness activity!
ISSP representatives are available during this time if you have any questions.
Meet exhibitors with creative technology and service solutions in the Exhibit Hall. Don't forget to get download the Guidebook conference app and scan each exhibitor’s QR code to get involved with the Sponsor Scavenger Hunt to be eligible for fun prizes.
Join your colleagues for a hearty breakfast at Christopher's Restaurant in The Heldrich Hotel.
Panelists:
Panelists include students from: New York University, Middlesex College, Rutgers University, & Union College of Union County, NJ
Facilitated by:
James Curry - ACI Worldwide Inc.
Ever wonder whether you are reaching an audience? Are the services your One Stop provides and the strategies used to interact and communicate with your student body working? Well, this is your opportunity to hear firsthand from current students!
This Q&A session, with students who are attending various institutions, will allow you to understand what your students expect from us and how we can better engage them and potentially exceed their expectations. The use of technology, communication styles and generational differences will be explored. Come learn how to really understand your audience and whether or not you’re meeting their needs.
Thank you to Ivy.ai for sponsoring the Student Panel Presentation!
Enjoy refreshments in the ballroom foyer.
Meet exhibitors with creative technology and service solutions in the Exhibit Hall.
Don't forget to get download the Guidebook conference app and scan each exhibitor’s QR code to get involved with the Sponsor Scavenger Hunt to be eligible for fun prizes.
Presenters:
Samantha Hui, Jocelyn Mandal, & Krystal Ellis - Mesa Community College
Because the landscape of higher education is constantly changing and evolving to meet the needs of our students (as has been evidenced by the recent pandemic), we must re-examine the role exceptional customer service plays in supporting our students. This session delves into the critical link between service excellence and student success, focusing on how customer service strategies directly impact student retention rates and overall experience.
Attendees will gain insights into innovative approaches and best practices that institutions can adopt to enhance their customer service culture. From personalized interactions to proactive support systems, this session will explore strategies that go beyond traditional service models, fostering deeper connections and fostering a sense of belonging for students.
Through real-life examples, participants will discover the tangible benefits of prioritizing customer service in higher education. From improved retention rates to heightened student satisfaction and engagement, the session will showcase how service excellence contributes to a thriving academic community.
Key topics to be covered include:
-The role of empathetic communication in building trust and rapport with students.
-Leveraging technology to streamline service delivery and enhance student experience.
-Implementing data-driven strategies to identify and address student needs proactively.
-Cultivating a culture of continuous improvement and accountability within service teams.
-Measuring the impact of customer service initiatives on student retention and success metrics.
Join us for an interactive and thought-provoking discussion that explores the transformative power of service excellence in shaping student outcomes and institutional success in higher education.
Presenter:
Zack O’Neill - University of Florida
This session will examine the challenges and triumphs of standing up a OneStop model. From establishing the foundation to navigating through the growing pains to celebrating the successes, we will take you through The University of Florida OneStop's first three years, sharing insights, strategies, and experiences that will provide valuable insight to those institutions either considering starting a OneStop, or are in trenches of those early months and years.
Presenter:
Claudia Shelton - Southern Methodist University
Maximize the capabilities of Microsoft 365 to develop automated processes online, designed and built entirely by you. This session will lead you through crafting Power Automate workflows in tandem with familiar tools like Outlook, Excel, Forms, and Teams. We’ll walk through examples of a simple communication flow, an effective check-in procedure for appointments or impromptu visits, and a makeshift support ticket system.
The session is ideal for:
- Institutions currently utilizing or evaluating Microsoft 365
- Individuals seeking temporary or long-term process solutions
Achieve proficiency in Power Automate to:
- Get the most mileage of common software
- Sustain economical operations
- Enjoy limitless possibilities
- Access real-time analytics
- Simplify implementation
- Control modifications and maintenance
- Rapidly deploy solutions for unexpected needs
Let’s get you a few steps closer to initiating automated solutions or broadening those already in place!
Presenters:
Jamie Kosh & Ryan Fisher - Penn State University and Sharon Harrison & Beth Griesbauer - Ivy.ai
Feeling overwhelmed by administrative tasks?
This session explores how Artificial Intelligence (AI) can streamline workflows, free up your staff, and empower them to focus on higher-level initiatives.
We'll delve into practical applications of AI for:
- Automating repetitive tasks: Free your team from data entry, scheduling, and basic inquiries with AI-powered solutions.
- Boosting efficiency: Discover how AI can optimize processes and significantly reduce turnaround times.
- Improving accuracy: Eliminate human error and ensure data consistency through intelligent automation.
- Enhancing student & faculty support: Explore AI chatbots to provide round-the-clock support and personalized resources.
Leave this session equipped with the following:
- Actionable strategies: Learn how to identify the right AI solutions for your administrative needs.
- Real-world case studies: Gain insights from successful AI implementations in higher education.
- A roadmap for success: Develop a plan to leverage AI and empower your administrative staff.
Don't miss this opportunity to unlock the potential of AI and transform your administrative operations!
Enjoy refreshments in the ballroom foyer.
Presenters:
Maricela Alvarado & Nan Chen - University of California San Diego
University of California San Diego’s Erasing Equity Gaps via Collective Impact is an initiative used to leverage and enhance various support systems and disrupt conventional practices. The model emphasizes structured and collaborative processes across various institutional partners to achieve significant and lasting change.
This session provides participants with a broad overview of the Collective Impact framework and offers a practical guide to its implementation, particularly for implementing a campus one-stop. Through engaging in interactive group discussions and activities and applying the principles of Collective Impact to higher education, participants will work together, leverage resources, and create strategies to address resistance and enhance institutional partnerships.
Presenter:
Nilsa Lam - New York University
A One Stop Office is more than just a reactive solution; we'll unveil the secrets to enhancing your One Stop Office with social media, creating a dynamic hub of student support and interaction. Learn how to equip students with crucial information proactively and establish a digital connection beyond the initial visit.
In this session, we'll show you how to leverage your most valuable asset and utilize student employees to amplify your social media presence, create content, and engage with students in a way that resonates with each of them. Also, discover how coaching and planning can transform student employees into confident leaders, equipped with transferable skills that bring meaning to their work and make a significant impact on your office. From financial aid to registrar services, we're introducing a new era of interactive and proactive support that meets students where they are and guides them every step of the way.
Presenter:
Tim DuFresne - University of Michigan
Even though the vast majority of interactions with visitors are going to be neutral or positive, there will still be the Tough Ones. The Tough Ones are those interactions that don't go well. Where emotions get heated, harsh language is used, and anger is directed towards your office or staff. This presentation is to provide supervisors of front-line staff with tools and framework for discussing and preparing for these kinds of conversations, how to respond in the moment, strategies for diffusing tense situations, and how to support your staff before, during and after a "Tough One".
Presenters:
Aaron Hamilton - Wichita State University and Ernest Brevard & Chevaun Whitman - Morgan State University
This presentation explores the vital role of vendor partnerships in facilitating successful change management during the implementation and continued support of a one-stop office model. One-stop offices aim to streamline services and enhance customer experience by integrating multiple services into a single accessible location. Implementing such a transformative model requires careful planning, effective change management strategies, and collaboration with external vendors.

Wichita State and Morgan State will share experiences, discuss the challenges faced, strategies employed, and the pivotal role of vendor partnerships in overcoming barriers and driving successful outcomes.
Key topics include stakeholder engagement, communication strategies, training initiatives, and the importance of selecting the right partners. Through real-world examples and practical insights, this presentation will provide valuable guidance for organizations embarking on similar initiatives, emphasizing the critical synergy between internal efforts and external partnerships in achieving lasting change.
Enjoy lunch in Christopher's Restaurant at The Heldrich Hotel. After lunch, take some time to meet with exhibitors in the Exhibit Hall to learn more about creative technology and service solutions. Don't forget to get your stamp at each exhibitor booth for the passport contest to be eligible for fun prizes.
Get your comfortable shoes on (and depending on the weather, bring a light jacket and umbrella) and join us promptly at 1:00 pm in The Heldrich Hotel Ballroom for important tour logistics and instructions.
We’ll start with an announcement from our 2025 institutional host revealing our conference location for next year. We’ll also announce the winner of our “Guess the 2025 ISSP Location” contest.
Then we’ll have Jay Stefanelli from our 2024 institutional host, Rutgers University - New Brunswick, share an overview of their integrated student services model before we load buses and head over to see it in action.
Tour guides at Rutgers University will greet us at the bus stop and will then guide groups of attendees through various tour stops with presentations along the way.
Join your ISSP colleagues and our institutional host, Rutgers University, for a reception at SHI Stadium.
Thank you to WaitWell for their gracious sponsorship of the Monday evening reception.
Buses will provide transportation back to The Heldrich Hotel beginning at approximately 5:15 pm with the last bus leaving at approximately 6:00 pm.

Tuesday, November 4

ISSP representatives are available until 12:45 pm to answer your questions.
Meet exhibitors with creative technology and service solutions in the Exhibit Hall. Don't forget to get download the Guidebook conference app and scan each exhibitor’s QR code to get involved with the Sponsor Scavenger Hunt to be eligible for fun prizes.
Join your colleagues for a hearty breakfast at Christopher's Restaurant at The Heldrich Hotel Ballroom.
Presenters:
Mary Austin, Desiree Drindak, Kristin FitzSimons, & Anne Sweet - Empire State University
Is your department facing staffing projections that are a little too lean? Are you looking to identify talent within your team(s) for effective employee retention and professional development? Join members of Empire State University’s Office of Enrollment Management and Marketing (OEMM) as they share their objectives, goals, and insights on developing the institution’s first-ever strategic goal in Succession Planning.
This session will provide a three-way perspective on the planning, implementation, and experience of participating in OEMM’s Management and Leadership Training Program. This multi-level strategic initiative spanned 12 months, included 7 cohort participants, and 6 training modules covering topics such as emotional intelligence, change management, humility in leadership, managing others and more. Attendees will learn innovative ways to address succession planning in their organization, how to incorporate positive feedback loops into staff development plans, and how the infusion of professional coaching and mindfulness results in positive changes within organizational culture and employee engagement.
Presenters:
Andrea DiSanto, Joanna Como, & Alyssa Zalewski - Rutgers University-New Brunswick
College students often face many stressful situations, ranging from academic challenges to personal crises. Financial strain, academic pressure, and interpersonal conflicts frequently lead to heightened emotions and potential confrontations. This presentation explores how student services advisors can improve their emotional regulation skills and create practical techniques for de-escalating tensions between college students and their families. By cultivating our own emotional intelligence and regulation, we are empowered to promote productive resolutions with difficult clients from a customer service perspective.
Drawing from personal experiences within our role at the Rutgers One Stop Student Services Center, this session will offer a comprehensive toolkit for educators, advisors, and student support professionals to deploy de-escalation strategies when handling diverse situations to adequately support and communicate with students in the higher education setting. By equipping attendees with a practical approach to foster a deeper understanding of student perspectives, college professionals will be empowered to confidently and compassionately navigate challenging scenarios, fostering a campus culture characterized by empathy and resilience.
Presenters:
Barbara Barton & Alex Spaul - University of Delaware University
One often-overlooked resource in this process is student workers. This presentation proposes to explore the untapped potential of leveraging student workers within enrollment management contact centers. By harnessing their unique perspectives, energy, and skills, institutions can enhance their outreach efforts, improve student engagement, and ultimately boost enrollment numbers.
Facilitator:
George Yanchak - West Virginia University
Looking for a casual open discussion space to meet other colleagues and exchange ideas and information? Join this informal session where we will identify a few topics as a group and have a focused conversation while we build our professional connections.
Enjoy refreshments in the ballroom foyer.
Presenter:
Olubanke Taiwo - University of West Georgia
Have you ever found yourself amidst the whirlwind of organizational change, wondering how to navigate the ever-evolving landscape of higher education? Our department knows the feeling all too well. Join us on a journey through five years of transformation within our department, where we've navigated shifts in organizational culture and embraced change as a catalyst for growth.
From our humble beginnings as an Enrollment Services Center to our current role as the Student Solutions Team within the Momentum Center's innovative one-stop service framework, our evolution has been nothing short of remarkable. But with change comes challenges, and we've faced them head-on, leveraging our experiences to forge a path forward.
In this presentation, we'll explore the strategies and insights guiding our transformative journey. Our new initiatives have forged partnerships, enriching student experiences and support services. The adoption of a university-wide ticketing system marked a significant step forward, enhancing efficiency and collaboration. Transitioning to the Strategic Enrollment Management division laid the foundation for growth. Additionally, it prompted department-wide restructuring, fostering collaboration and cohesion. As a result, pivotal roles emerged, focusing on opportunities for professional growth and advancement, enriched training, and equipping employees for hybrid responsibilities, thereby cultivating innovation and synergy.
Whether you're a seasoned professional or just starting out, there's something here for everyone. Join us as we uncover insights, confront challenges, and unveil best practices for navigating organizational change. Embrace the journey of continuous improvement and discover the transformative power inherent in embracing change.
Presenter:
Elliot Felix - Buro Happold
We've all seen the signs when student service integration breaks down. Confusion about who offers what services. Siloed student data on separate systems. Competing KPIs like efficiency and engagement. Inconsistent policies that undermine the culture. Instead of enabling student success, these and other problems inhibit it.

How can you get what you offer, how you're organized, and how you operate in sync?

In this hands-on session, student success consultant, speaker, and author Elliot Felix will introduce a free tool to help get your team aligned and inspired. He’ll take participants through the 8Ps of an integrated operating model for student services: purpose, programs, people, partners, policies, processes, platforms, and places. Along the way he’ll use case studies to illustrate common challenges and solutions as well as trends to help you stay ahead of the curve. You'll leave this session with practical steps you can take tomorrow to enable student success.
Presenter:
Christian Scioneaux - University of North Texas at Dallas
Being the first person that students in crises see can be a lot to handle as well as being the face of multiple offices when students are frustrated and not ready to work toward a solution.
This session will serve as a space to acknowledge the emotional labor we take up in these roles as well as a space to celebrate the herculean accomplishments that come with working in ISS. Without acknowledging both sides of this coin ISS front line staff are prone to burn out and leaving the area of ISS.
Presenters:
Tara Kurilchick & Eric Meadows - West Virginia University
Learn how West Virginia University has maintained a hybrid office structure as many other institutions have required a full return to office. We will discuss the structure of our staffing, the pros and cons of our hybrid operation, and how we work with our fully remote home offices.
Don't forget to turn in your Exhibitor Passport by 11:40 am to be eligible for prizes.
Presenters:
Robyn Lawther & Andrew Dallas - Embry-Riddle Aeronautical University
In this session, participants will learn about the establishment of ERNIE Central, the one stop at Embry-Riddle Aeronautical University in Daytona Beach, FL, along with performance metrics, challenges, and successes.
Details will be shared related to how the department was formed, difficulties faced then and now, along with how ERNIE Central continues to refine processes to build a strong results-driven team. Information will be shared related to the software and tools used in ERNIE Central to ensure accurate reporting, increase efficiency, and guarantee student success. Additionally, participants will be given the opportunity to network with colleagues, while engaging in thought-provoking discussion.
Lastly, future goals and ideas will be introduced to round out an interactive presentation. Participants will garner several take-aways and be able to make informed decisions related to a one stop at their institution.
Presenter:
Katelyn Kim – West Virginia University
While we might want to tout our One-Stop as the MVP of our campus, (which may very well be true!) it is crucial to acknowledge that we do not (and cannot) work alone. We need support and connection to serve our students most effectively.
Join us as we explore strategies to expand beyond our individual spheres and forge robust partnerships grounded in honesty and respect. Using tried and true methods from the worlds of both education and business, we’ll discuss best practices to sell your ideas to reluctant colleagues and build sustainable partnerships for continued growth. Come ready to discuss your current roadblocks to collaboration and create a plan to turn dormant roots into a thriving garden of campus collaboration.
Presenters:
Anh Nguyen , Blaine Haugen, & Heather Luchkow - University of Alberta
Onboarding new staff members sets the tone for their employment journey and their success on your team. The volume of information student service/one stop staff are required to learn can be daunting, which further underscores the importance of a strong onboarding. This presentation will share how the Student Service Centre at the University of Alberta has honed it’s onboarding plans to a comprehensive 10 week program.
Join us as we share an overview of what we cover, how we cover it across various formats and mediums, and how we engage our broader team to ensure that new staff members are set up for success.
Presenters:
Julie Selander - University of Minnesota and Marisol Marrero - New York University
Designing an environment that is conducive to streamlined student services and that promotes student success is a critical objective for many colleges and universities. Today's higher education leaders and administrators involved in the delivery of student services need to consider which physical space needs are important when remodeling a new space, redesigning an existing space, or building an entirely new facility.
Hear from representatives from the University of Minnesota and New York University about their integrated student services space design experiences. Examples from other institutions will also be shared.
Make your way to the Ballroom for the Closing Town Hall, some final remarks, and we’ll draw names for some fun giveaways.
Facilitated by:
Julie Selander, University of Minnesota
Continuing with the topics discussed throughout the conference, the closing Town Hall session will offer two rounds of facilitated breakout conversations with your colleagues aimed at helping you deepen your understanding of what you learned at the conference, and will help you identify take away ideas to implement when you return to the office.
We'll close out the conference with some closing remarks from ISSP President, Julie Selander, followed by the announcement of contest and prize winners.

Registration Now Closed