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ERIC Number: EJ940881
Record Type: Journal
Publication Date: 2011
Pages: 5
Abstractor: ERIC
Reference Count: 7
ISSN: ISSN-0010-0889
Creating a Successful Training Program for Frontline Staff: The University of Minnesota's Integrated Student Services Model
Peterson, Heather L.; Otto, Carrie L.
College and University, v86 n4 p41-44, 46 Spr 2011
Successfully preparing frontline counseling staff in an integrated student services model is a challenge--one that management staff in One Stop Student Services at the University of Minnesota, Twin Cities (UMTC) have been fine-tuning for almost ten years. The effort has required collaboration across units in a series of trial and error attempts involving multiple training methods, resources, materials, and personnel. As a result of their dedication to clear goal setting and continuous improvement, One Stop staff have crafted new as well as refresher counselor training programs with measurable outcomes of success. This article describes the formal program for cross-training new counseling staff and for keeping existing staff continuously refreshed on "hot" topics throughout the year. Items of particular focus are the goals and structure of the training program, trainers, and integrating customer service and soft skills into the core of training. The article concludes with a description of ways in which the training programs have been evaluated to measure success. (Contains 2 figures and 1 table.)
American Association of Collegiate Registrars and Admissions Officers (AACRAO). One Dupont Circle NW Suite 520, Washington, DC 20036. Tel: 202-293-9161; Fax: 202-872-8857; e-mail:; Web site:
Publication Type: Journal Articles; Reports - Descriptive
Education Level: Higher Education
Audience: N/A
Language: English
Sponsor: N/A
Authoring Institution: N/A
Identifiers - Location: Minnesota