Main Content

Principles and Practices

SCSU and You - Working Together Logo

MISSION

The mission of the administrative offices at SCSU is to deliver superlative customer service that enhances the student experience and encourages students to achieve their educational goals -- with the identified core values of responsibility accuracy, effectiveness, empowerment, integrity, and professionalism.

Responsibility

  • Own the problem
  • Follow through
  • Research answers
  • Provide accurate, concise, and complete information
  • Work as a team
  • Collaborate
  • Be a unified voice
  • Be collegial
  • Share information

Empowerment

  • Find teachable moments
  • Empower the student and co-worker with knowledge
  • Clearly explain next steps

Accuracy & Effectiveness

  • Listen, listen, listen
  • Pay attention
  • Be patient
  • Paraphrase back
  • Know the policies and procedures
  • Understand your role
  • Know the roles of the other offices

Integrity & Professionalism

  • Assume innocence
  • Do not judge (the student or co-worker)
  • Think of how you can help the student
  • Remember, the student may be hearing something for the first time
  • Meet and greet
  • Be approachable (smile)
  • Establish respectful relationships
  • Empathize
  • Speak with feeling
  • Behave in a professional manner
  • Use positive language