Layers of Learning: Planning and Promoting Performance Improvement and Action Learning in Student Services

Diane Foucar-Szocki, Coordinator, Adult Education/Human Resource Development

Laurie Harris, Project Manager, Human Resource Development

Rick Larson, Associate Vice President, Student Life

Randy Mitchell, Associate Vice President, Student Success

q       Identification of cross-functional employee competencies and development of competency model for staff involved in integrated student services.

q       Establishment of neighborhood associations to redefine and redesign services.

q      Collaboration, rather than reorganization, as the driving force in performance improvement.

q       The use of undergraduate and graduate student “consultants” from the Human Resource Development academic program.

q       Engaging in change management as a learning process.   

Abstract

“Changing organizational structure alone does not improve performance; yet improving performance changes the organization.”  That is the essence of the innovation process at James Madison University: combining an integrated approach to staff performance improvement in the university’s student success centers with an action learning format for students in Human Resource Development.  While streamlined processes, accessible facilities, and student-friendly technology are foundational to success, the most significant transformation in student services is the result of improved performance.  JMU’s model adds a dynamic dimension to the Innovations in Student Service program that, with customization, could be utilized in numerous other institutional settings. 

B.A., San Diego State University; M.S., State University of New York at Buffalo; Ed.D., Syracuse University

Dr. Diane Foucar-Szocki is Associate Professor and Coordinator of the Adult Education/Human Resource Development program at JAmes Madison University.  She is also founder and Director of Virginia’s Workforce Improvement  Network (WIN), an initiative to support the offering of basic skills programs at work.  Diane consults with education, government and industry on issues of professional development  including: workforce development & literacy, performance analysis, performance improvement, action learning, and evaluation.   Diane is author of several articles and reports on group learning, staff development and adult literacy, and is a member of the Harrisonburg City School Board.  Her most valued position is that of wife/companion to Reg Foucar-Szocki.  Together they parent  their delightful children, 16 year old Jonathan and 14 year old Katy.  

Laurie Harris, Project Manager, Human Resource Development

Bachelor of Social Work, West Virginia University; Master of Science in Education, James Madison University.

During the term of this project, Laurie was a graduate student working on a Master of Science in Education in the Adult Education and Human Resource Development curriculum at James Madison University.  Her area of focus was performance improvement consultation with an emphasis in customer service, competency development, and adult education.  Her interest in Adult Education and Human Resource Development emerged from her work as the Youth and Family Services Director and Child Care Director for the YMCA of Loudoun County in Northern Virginia.  She also served as a Board of Director and Co-Chair of the Loudoun Child Care Network. Prior to her service with the YMCA, Laurie was the managing partner of a delicatessen/gourmet food shop, which is evidence of her entrepreneurial spirit and the root of her understanding of the importance of excellent customer service. 

Rick Larson, Associate Vice President for Student Life

Bachelor of Individualized Study/Human Resource Development in the Hospitality and Tourism Industry Concentration; currently enrolled in the Masters of Adult Education and Human Resource Development Program at JMU. 

Rick is the Associate Vice President for Student Life at James Madison University, responsible for Residence Life, the Center for Multicultural and International Student Services, The University and College Centers, University Recreation Center and Judicial Affairs.  Rick previously worked as a General Manager for Marriott Corporation where he was an Organization Development facilitator and Total Quality Management trainer.  Rick has been involved with Administration, Finance and Student Affairs related issues on college campuses for over 22 years.  These experiences include direct and heavy interaction with students, programming, construction projects, training and development, management and leadership.  Rick is experienced at working across divisional lines with a variety of groups to improve customer service, enhance creativity, develop mission statements, manage change, motivate staff and improve performance.   

Randy Mitchell, Associate Vice President, Student Success Programs

M.Ed., Colorado State University; B.A., University of Northern Colorado

Randy Mitchell is Associate Vice President for Student Success Programs at James Madison University.   Randy has worked with admissions, academic advising, career development, student activities, recreation, university centers, leadership development, student media, orientation, financial aid, registration/records, and student employment.  Additionally, he has coordinated numerous construction and renovation projects in higher education, and serves as an assistant professor in the College of Education and Psychology at JMU.  He has published several articles and conducted numerous presentations in the student services arena, and has written three books: Metaphors, semaphores and two by fours: reflections on a personal profession (ACUI, 1997); Fables, labels and folding tables: Reflections on the student affairs profession (Atwood, 1999); and Listen Very Loud: Paying Attention in the Student Affairs Profession (Atwood, 2001).