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Welcome Home How to Make a Great First Impression at Move In

Presented by:Ann Marie Regan, Director of Operations, Student Affairs

Dan Marini, Resnet Manager

Welcome Home: How to Make a Great First Impression at Move In

•History of Northeastern’s Residential Campus

•The Charge

•The Campus Plan

•Detailed Resnet Plan

•Implementation

•Questions

About Northeastern University•Location

• 67 Acres in heart of downtown Boston• Less than 1 mile from Fenway Park

•Total Enrollment = 25,000

•On campus = 7500+

•100th Anniversary of Coop•Coop program is largest in U.S & 2nd largest in the world

10 Year Campus Expansion

How we have grown!

PARKINGLOT

PARKINGLOT

PARKINGLOT

Initial problem• Prior to 2004 all students were moved-in during a 2 day period

• Student & Parent satisfaction was dismal

•Extremely frustrated before checking in•More complaints about room•Spent hours in lines waiting for parking lots•Parents & students were separated•Distance students/parents need to travel from car to residence hall was Unacceptable

• First impression of University tarnished

•University displayed lack of commitment•University displayed disorganization

The Charge• Senior Level Administration set the charge

“Develop a plan where parents/students experience a festive and stress-free move-in day with minimal wait times and distance traveled around campus.”

The Team• Team leader

• Team Members

• Residential Life• Housing Operations• Resnet• Facilities• Public Safety• Auxiliary Services

• Transportation• Dining Services• Admissions• Government Relations

• Dean, Campus Life

The proposed plan1. 4-5 day move-in

2. Move-in ½ building in a day (split by floor/room numbers)

•Based on building location, determine type of parking available•Park & stay•Unload and move to permanent location•Curbside drop-off and move to permanent location

3. Recruit Volunteers for assisting parent/students

4. Hire professional movers for heavy lifting

5. Purchase “bins”

6. Hire company to decorate campus (“Balloons over Boston”)

Proposed Budget

 

Facilities Costs

Residential Life/ Student

Affairs Costs

Public Safety Costs

FACILITIES STAFFING $197,717   $38,335

Contractors $256,817 $144,500 

SUPPLIES $26,812 $9,900 

FOOD SERVICES $22,200 $9,062 

DECORATIONS/FESTIVITIES   $35,163 

TOTALS $503,546 $198,625 $38,335

GRAND TOTAL $740,507   

Requested $350K additional funds…but proposed where it would come from!

Plan has been approved!!!Now is the time for

DETAILS DETAILSDETAILS

Implementation: Step 1• Develop grid of buildings move-in day/time and parking requirements

• Total number buildings for Fall 2008: 52

    Thursday Friday Saturday Sunday      

2008 4-Sep 5-Sep 6-Sep 7-Sep Early    

Buildings w/o RAs

THURS

(9AM-11:30AM)

THURS

(12:30PM-3PM)

Fri

(9AM-11:30AM)

Fri

(12:30pm-3PM)

SAT AM

(8AM-NOON)

SAT PM

(1PM-5PM)

SUN AM

(8AM-

NOON)

SUN PM (1PM-

5PM)

2007 to/from &

early arrivals DROP OFF PARKING

FRESHMEN HALLS                        

White Hall 424         92 92 92 92 57 Curbside Columbus Garage

West Village F 224 100 100             35 Curbside Columbus Garage

Stetson Hall West 526         118 118 118 118 55 Forsyth Lot Gainsborough

153 Hemenway Street 117     32 32         52 North Lot Columbus Garage

319 Fairwood Apt 115         27 27     61 North Lot Columbus Garage

Implementation: Step 1 continue…• Parking based on location

Garage/Lot Capacities

Gainsborough

Forsyth Lot

West Village E

Columbus Garage

Renaissance

North Lot

Columbus Surface

Camden Lot

Renaissance Lot

TOTAL

Drop Off Thurs. AM Thurs PM Fri. AM Fri. PM Sat. AM Sat. PM Sun. AM Sun. PM

North Lot (136) 172 172 132 132 203 203 212 212  

Forsyth (100)         118 118 118 118

Forsyth Street Curbside         92 92 113 113

Leon Street Curbside 100 100 83 83 103 103 83 83

             

Permanent Parking Thursday Friday Saturday Sunday

TIME AM PM AM PM AM PM AM PM

Renaissance (958)                

*Columbus (995) 392 392 424 424 444 444 460 460

Gainsborough (361) 85 85 0 0 118 118 170 170

West Village E (265) 97 97 158 158 200 200 108 108

574 574 582 582 762 762 738 738

Implementation: Step 2• Develop detailed Task Matrix

Implementation: Step 3• Communication to students and families

•Assignment letter

•Parking Pass

•Move-in directions

•Move-in instructions

Implementation: Step 4• Recruit Volunteers (500 total for 4-5 days)

•Faculty/Staff

•Athletes

•Student Groups

•Early Arrivals

• ResLife plan forms basis for ResNet plan

– Parking lot used

– Foot path taken to building

– Building move in dates

• Move in totals by building for AM and PM

• Floors moving in, AM and PM

• Rooms moving in (even, odd), AM and PM

ResNet Move In Plan

Major Components of ResNet Plan• Information Tables

• Field Teams

• ResNet Operations Center

Information Tables

• Information tables have large impact

– Strategically located on foot paths from parking lots

– 2 staff members per table (one ResLife, one IS)

– 3 tables most days

– Tables have had positive feedback

Information Table Materials

• Campus Maps

• FAQ’S

• ResNet Product Sales List

• ResNet and Bookstore Hours

• ResLife Reference Booklet

Fall 2008VolunteerHandbook

Fall 2008VolunteerHandbook

Information Table Data Summary• Tables Received 1753 Inquiries In 4 Days

– 42% Technical Questions

• Computer registration

• Wireless

– 33 % Directions

• ResNet location

• Bookstore & Bathroom

– 25 % General Information

• ResLife questions

• Vendor information

Computer Registration Assistance

• ResNet & Husky Cable Connection Kit

– Screen shots

– Vista, XP, OSx

• Close Cooperation with ResLife– Brochure is left on each bed in freshman halls

– Distributed with key for upperclass halls

• Other Sources Available For Assistance– Call Center (xHelp)– ResNet– Info Tables

ResNet Field Teams• Field Team Structure

– Team lead (experienced)

– Team lead backup (experienced)

– Techs as needed based on coverage

• Field Team Assignments

– Specific building(s)

– Team is dedicated to location unless re assigned

– Goal: Maximum 60 beds/tech in freshman halls

– Flexibility is key

Field Team Equipment• Field techs

– Special shirts

– Backpack

– Short network cable

– Driver flash drive

– Remedy forms with pre assigned ticket numbers

– Clipboard with IP ranges by building

– Registration error codes

– Master cell phone contact list

– Data sheet to answer non technical FAQ’s

Field Team Lead Equipment• Team Leaders and Team Lead Backup

– Same equipment as field techs

– Cell phones

– Data port test equipment (pingers)

– Building move in detail

ResNet Resource Center

• Handles all walk-in traffic and store sales

• Staffed with high % of Tier 2 technicians

– In-house assignments

– Field assignments

– Cable TV

– Port Issues

• Floor Supervisor Is Central Dispatcher

Tier 2 Field Equipment

• Port Test Equipment As Needed

– Pinger for data ports

– Blonder for Cable TV

• Cell Phone

• Driver CD

• Anti Virus CD

• Laptop If Necessary

On Line Registration System• Real Time Reporting Capability

• Registration Detail By Building

– Time

– Floor

– Room

– OS & More

• Summary Data – Number of students registered by building

– Percent of students registered by building

Move-in Day has arrived!

•Staffing of lots & bins•Residence hall check-ins•Resnet team disbursed throughout campus•Info tables across campus•Central offices open•Bands playing & decorations in place•Dining hall open to students & families•Water available throughout campus•Tents setup in case of rain•President tours campus

Satisfaction Results

Insert survey results

Keys to our success

• Collaboration

• Support

• Communication•Campus constituents•Students & families

•Detailed Summer Preparations

QUESTIONS

Ann Marie ReganPhone: 617-373-2829Fax: 617-373-8974Email: a.regan@neu.edu

Dan MariniPhone: 617-373-8979Fax: 617-373-8974Email: d.marini@neu.edu

REFERENCE DOCUMENTS AVAILABLE AT https://myfiles.neu.edu/d.marini/NERCOMP

•Master ResNet Move-In Task List (MS Project)

•Master Building Move-In Spreadsheet

•ResNet Move-In Plan

•ResNet Field Team Assignments

•General FAQ Move In Questions