2004 Vice Chancellor's Awards for Exceptional Performance

28 January 2005

Vice-Chancellor's Award for Exceptional Performance by General staff: Team catergory

A team award was presented to the Faculty of Information Technology Student Services unit for its efficiency and commitment to service.

The awards recognise contributions made by general staff over a three-year period that exceed the normal requirements of their positions. The awards are equivalent to the Vice-Chancellor's Awards for Distinguished Teaching.

This cross-campus work team have supported and motivated each other in order to consistently achieve their Student Services oriented objectives. Their commitment to their clients are regularly complimented upon by clients of the Faculty, and, since 2002, the staff have managed to achieve and maintain ISO9001: 2000 accreditation, in recognition of their quality standards of service. Other achievements include contributions in ASK Monash project, Caulfield Service Centre and the implementation of Faculty student administrative forms within the wider university community.

The FIT Student Administration Team played an integral part in the development of standard forms and student letters that were ultimately adopted across the university. The Caulfield team worked closely with the SSSD in also developing process maps and procedures to ensure that services delivered to students on behalf of the stakeholder groups were seamless and standardized and added value to their university experience."
Ms Jill Falkland, Manager of Caulfield Service Centre.

"The Enrolments Unit (Student Administration) has found that the Student Services team exercise high levels of timely and accurate data integrity and information provision. With respect to timeliness we find that the team: always provides prompt responses to any of our enquiries; appropriate forms/applications are forwarded on a regular basis without delay; they always meet the pre agreed timelines for various enrolment tasks; and are consistent with the advice that they in turn provide to students regarding enrolment activities."
Ms Cathryn Harrip, Manager Enrolments - (located at Clayton Campus)

"They are a truly dynamic team whose achievements and contribution to the provision of exceptional and seamless administrative services have been so positively received by not only their students, but equally by other students across the Faculties. One exceptional example of their involvement is with the student on-line system, the Web Enrolment System (WES), which is extensively used by all students. Both students and staff of the Faculty have fully embraced and supported this integrated service, which enables students to view and update their personal and numerous enrolment related information."
Mrs Kathy Racunica, Manager, Web Systems .

"The performance of the student services team from IT though has differed and exceeded the performance of other like teams in its contribution to improvements in service provision across the university."
Mr Robert Barrett, Manager, ESOS and Visa Support and Compliance, Monash International

"It has been a pleasure to work with the staff in FIT Student Services because they are strongly committed to providing a quality service to both students and academic staff. This commitment is reflected in their excellent, prompt dissemination of information to academic advisers. I am always impressed with their level of knowledge regarding constantly changing regulations, and their willingness to follow up on areas where they do not have the required knowledge. This excellent level of service underpins Academic Directors' ability to provide a quality service to their students."
Chris Gonsalvez, Director of Undergraduate Studies, School of Info Management & Systems.

"Already, whilst in process doing my Masters, I have had requirement to make use of the administrative function to gain assistance on many fronts. Each time, I have been happily impressed with the efficiency and integrity with which my queries have been handled; immediately by the faculty office, and if not appropriate, I have been coached and forwarded to the correct department at Monash.
Despite seeming surprised at this efficiency, I am not, as it only grows the positive perception of the faculty administration group that I already possessed from my prior (undergraduate) time at Monash. Even back seven years ago I was greeted and handled with absolute professionalism and it appears that this has only improved in my absence. The staff on the campuses that I have attended have gone above and beyond their call of duty to assist me back during my undergraduate days and I can see that this inherent ethic in their managers exists across the team."
Graduate student: Mr Jeremy Ackerstein, IT Systems Analyst, Village Roadshow LTD.

"As the Gippsland staff of the Faculty Student Services Unit are physically located within the Gippsland School of Computing and Information Technology, they work closely with the School. Because of this close relationship with the School, they are able to provide an excellent, seamless service to our diverse student cohort achieving both the goals of the faculty, as well as those of the School. The staff have risen to the challenges of providing consistent student services to all students across the variety of delivery modes, but at the same time, recognizing the specific needs of each cohort."
Janelle Dunn, School Manager, Gippsland School of Information Technology

For further information about the award, visit: Monash Memo