Illini Union 2019-2020 Annual Report

ILLINI UNION

annual report | 2019 - 2020

EXECUTIVE SUMMARY The 2019-2020 Illini Union Annual Report provides insight into the activities and efforts of its units, staff, and students. Our mission, vision, values, and goals have provided crucial direction to drive the organization’s work and focus its priorities. The Illini Union’s overall goal is to serve as the campus community center and to complement the university’s academic mission. This is achieved by building an inclusive community, providing engaging programs, and offering outstanding services and facilities.

From May 2019 through April 2020, the Illini Union had just over 2.5 million visitors, continuing to thrive as a reflection of the vibrant and diverse student body of Illinois and serve as the iconic student center of campus. We are working to guarantee that the Illini Union will remain a campus landmark well into the future.

The Illini Union provides growth and development opportunities through each of its programs and services.

Illini Union programming, including the Illini Union Board, Office of Volunteer Programs, Rec Room, Courtyard Café, and Illini Union Welcome Week, hosted 501 events which attracted 45,844 participants during 2019-2020. The Registered Organizations staff worked with 1,027 registered student organizations, and the Event Services office processed nearly 8,381 space requests last year. The Parent and Family Programs Office (PFPO) connected with 28,889 Illinois families, sharing information on the resources and services available to them as members of the Illinois family. The retail student employees served 1,024,245 customers across multiple operations. All these co-curricular experiences help our students grow during their college years and prepare them for the future.

Illini Union retail operations continue to grow and evolve to meet the changing needs and demands of faculty, staff, students, and the campus community. In response to customer feedback, a newly designed Illini Union Bookstore website made great strides to increase ease of use and elevate customer satisfaction.

For additional convenience, customers can now purchase textbooks and general merchandise together in one transaction. The Bookstore sponsored 24 events that were attended by nearly 19,000 people and led to increases in sales and awareness of the Illini Union Bookstore and the benefit of shopping at the official bookstore of the University of Illinois. Document Services and Campus Mail processed over 39 million pieces of outgoing mail. During the COVID-19 shutdown, Campus Mail metered and mailed more than 60,000 critical items, helping keep critical campus units operating.

In conclusion, our success is only possible with the passion and commitment of the Illini Union staff and students. Their dedication and efforts, along with the contributions from Illini Union partners and volunteers, define our culture of excellence and commitment to the student experience. It is an exciting time as the Illini Union charts its future as a leader in community building and in the college student union field.

Sincerely,

Becki Salzman Interim Director

| ILLINI UNION ANNUAL REPORT

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MISSION

CORE VALUES

THE ILLINI UNION ENRICHES OUR STUDENTS’ ACADEMIC

OUR VALUES SERVE AS A COMPASS AND DESCRIBE HOW WE BEHAVE EVERY DAY.

EXPERIENCE BY BUILDING AN INCLUSIVE COMMUNITY AND PROVIDING GROWTH AND DEVELOPMENT OPPORTUNITIES THROUGH ENGAGING PROGRAMS, OUTSTANDING SERVICES, PURPOSEFUL EMPLOYMENT, AND STATE-OF -THE-ART FACILITIES.

COMMUNITY We value community and continually work to strengthen our ties to the university and the surrounding community through active citizenship, service, traditions, teamwork, and collaboration.

DIVERSITY AND INCLUSION We value the uniqueness of people and individual perspectives. We embrace and celebrate one another’s differences, talents, and abilities. We cultivate an inclusive environment by considering all dimensions of diversity, and we help prepare our campus community for life in a multicultural society.

TRADITIONS COLLABORATION We value cooperating and partnering with others and strengthening our efforts to serve the university and our surrounding community.

We value our position as the center of campus life—physically, socially, and culturally. We recognize that every member of our Illinois family has a Union story to tell. Through these stories, we help preserve the rich traditions and legacy that current and former Illini have created.

INTEGRITY We value being honest and ethical and exemplifying behavior that can be modeled by all. We maintain open and transparent decision making at all levels of our organization.

EXCELLENCE STUDENT CENTERED LEARNING We value students and their voice as they are central to our mission. Our work is guided by a commitment to their holistic development and learning.

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We value pursuing and exceeding high expectations and developing distinctive and quality programs and services through origination and continuous improvement.

LEADERSHIP We value the opportunity to lead from every level of the organization and create innovative programs and services. We recognize that each employee has the ability to inspire and motivate others and serve as a catalyst for change.

We are accountable and take responsibility for our decisions and actions.

ACCOMPLISHMENTS AND CHALLENGES Document Services won the Impact Wow+ Service award from the Association of College and University Printers (ACUP) for their 100th Anniversary exhibit and promotional materials.

The Illini Union Bookstore partnered with a student run advertising agency, Midnight Oil, to research, develop, and implement a comprehensive social media plan that would effectively shift the way the Bookstore promotes itself to specific audiences. Midnight Oil worked directly with Bookstore staff, posting and monitoring progress on social media channels, throughout the entire academic year. The result was a comprehensive, robust researched report, complete with recommendations going forward that incoming student staff can pick up and continue to support and promote the Bookstore. The students who participated in this project not only earned academic credit, but gained valuable transferable skills that make them highly competitive post graduation as they enter the work force.

Event Services booked 19,534 events, including 8,381 for Registered Student Organizations.

The Green Team was re-established to guide new sustainability initiatives for the entire organization.

Parent and Family Programs Office co-sponsored the three-day International Family Orientation with the International Student & Scholar Services (ISSS), strengthening connections with our international families. llini Union Bookstore sponsored the One Book One Campus program, which featured Heads of the Colored People by Nafissa Thompson-Spires.

The Courtyard CafĂŠ increased the number of events by 33 percent, including digital performances after the Union closed for the COVID-19 shutdown.

The Rec Room received a much-needed face lift including new lighting, upgraded point-of-sale system, and new masking units (the boards above the pins at the end of the lane) representing all Big Ten schools.

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COVID-19 The greatest challenge of 2019-2020 has been the coronavirus and the COVID-19 stay-at-home order that was issued by the State of Illinois on March 21, 2020.

The Illini Union’s programs and events for March through May were canceled.

PFPO had to cancel Sibs Weekend and Moms Weekend. The retail and service units experienced unprecedented revenue losses. And, most importantly, the Illini Union was closed for almost four months. As the stay-at-home order is lifted and restrictions are eased, the Illini Union will find ways to provide programs, events, goods, and services in a different and more limited environment that fulfill the community building mission in new and innovative ways.

REORGANIZATION OF STUDENT ACTIVITIES As part of the larger Student Affairs reorganization plan, the Illini Union Student Programs and Activities Office was split this past year to re-align the Registered Organizations Office (RO) with Student Success and Engagement. This transfer included the RO office, Office of Volunteer Programs, the Student Organization Resource Fee office, the Organization Fund Advisory Board, and the Student Organization Complex. As of FY21, Student Success and Engagement will be fully responsible for all operations of these areas.

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ASSESSMENT The Illini Union assessment coordinator works collaboratively with Illini Union departments to determine assessment needs and develop individual plans for each area.

ILLINI UNION

The Illini Union regularly participates in Skyfactor to benchmark with other student unions across the nation on a bi-annual basis. This year’s survey measured 12 factors for service quality and program effectiveness.

The target rating is 5.50 on the scale determined by the Skyfactor research teams. The survey garnered 487 responses out of 5,000 studies sent out. Overall Specific departmental assessments performed this past year include the following:

ILLINI UNION HOTEL

The Hotel sent out monthly surveys during September 2019 through January 2020 and received 371 completed responses. The key findings included feedback about the check-in and -out processes, guest room conditions, and food and dining services.

ILLINI UNION ADMINISTRATION, ASSESSMENT AND FACILITIES

Illini Union Administration, Assessment and Facilities worked with Brailsford & Dunlavey to understand students’ experiences and preferences about future improvements to the Illini Union. Of the 10,000 surveys sent out, 1,693 responses were received.

ILLINI UNION STUDENT EMPLOYEE LEARNING OUTCOMES ASSESSMENT

The Illini Union Student Employee Learning Outcomes Assessment is intended to understand the student employees’ working and learning experiences through their employment with the Illini Union. The Illini Union has drafted eight domains of Learning Outcomes to help student employees gain purposeful employment and prepare them for a future in the professional workforce. The eight domains of learning outcomes are communication, customer service, collaboration/ teamwork, leadership, work ethic/integrity, team management/organization skills, appreciation of diversity, and personal/professional development. Particularly, we are examining the learning outcomes that student employees gain and improve from their employment.

THE ILLINI UNION BOARD The Illini Union Board Learning Outcomes Assessment is designed for the IU Board members, committee members, and committee directors to reflect on the benefits or outcomes as a result of participating in student volunteer organizations. The self-reflection questionnaire includes ten categories of learning outcomes: communication, teamwork, influencing others, research and data collection, critical thinking and presentation, social awareness and cultural understanding, global perspective, integrity, work ethic/time management and career development and readiness. The data are reviewed by the IU Board advisors periodically to understand the experience of serving in the leadership positions and help future student leaders perform their roles successfully.

DADS WEEKEND

The 2019 Dads Weekend survey aims to review Dads Weekend satisfaction levels and seeks to make improvement for future events. The survey questions include registration process, experience attending events, and overall experience. Participants were parents who attended the 2019 Dads Weekend.

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DIVERSITY Campus Vending introduced programming that celebrates and addresses the diversity of our student’s dietary needs, including more plantbased options, gluten-free options, keto options, and much more.

Facilities made ADA accessibility improvements to our facilities by adding powered ADA doors to the restrooms on the south end second floor adjacent to the Illinois Leadership Center, RSO/ Student Engagement Office, and Registered Student Organization complex; this creates a more welcoming atmosphere for students with disabilities to come meet with peers and take part in programs.

The Hotel fully remodeled a pair of ADA Hotel Rooms. This renovation also addresses the Hotel and Illini Union’s lack of room amenities for guests with disabilities meeting the 2010 ADA standards.

PFPO had participants from 10 countries in attendance at this year’s International Parent and Family orientation.

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The Illini Union Tech Zone translated campus and academic unit technology recommendations into five different languages (French, Spanish, Chinese, Korean, and Arabic).

The Illini Union is making sure that international students are also given the opportunity to work in every department of the organization, and HR and Administrative Services helps them understand difficult issues with their visa status.

INNOVATION AND CHANGE Business Affairs assumed responsibility for financial services and HR assumed responsibility for personnel services for Conferences & Event Services. Illini Union Marketing conducted communications and marketing services for the Parking Department, Office of Inclusion and Intercultural Relations (OIIR), the Illini Success project, Conferences and Event Services, Office of the Vice Chancellor for Student Affairs, and Student Affairs Advancement. These changes are a continuation of the transition to a shared services model in Student Affairs and Auxiliaries. It allows Student Affairs departments to have consistent reporting and thorough administrative support for their units without duplicating efforts and expenses and provides continuity of services even when vacancies occur.

HR established a Wage Review Panel to study and prepare for the impact of the minimum wage increases on the entire organization. This panel considered the impact on hiring and on wage levels for existing student and full-time staff.

The Courtyard CafĂŠ and the Illini Union Board developed online, virtual entertainment events after the COVID-19 pandemic shut down the Illini Union and the campus.

Facilities has integrated 90 percent of the mechanical systems with remote Direct Digital Control (DDC). In FY20, Building Operating Engineers were retrained to utilize iPads to better manage facility maintenance and building automation (HVAC) systems in the field, as well as manage the new work order system. These changes allow for more efficient management of utilities and service requests.

The Hotel developed a new website which will allow guests to book rooms online and to increase wedding bookings and occupancy. This will modernize the Hotel’s booking system and make it more competitive with local lodging and national hotel chains. It will premier as soon as operations resume in the summer of 2020.

Retail Services expanded payment options to include electronic wallet options (Google/Apple Pay), Illini Cash, department charges through the websites and Hotel meal vouchers.

Led by Dr. Danita Brown Young, the Vice Chancellor for Student Affairs, the Illini Union Board divided its members into working groups and revised both the Constitution and Bylaws.

The Parent and Family Programs Office worked with Admissions to develop the first-ever Virtual Summer Registration Program for all incoming, first-year students and families.

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FACILITIES ILLINI UNION RENOVATION PLANS The Illini Union continued to work on planning for the long-range renovation development of the Illini Union. Along with Facilities & Services, Brailsford & Dunlavey (financial consultants) and Reifsteck Reid/ Workshop Architects, the planning team revisited the long-range plans for the Illini Union with the students and campus community in a series of meetings. A fee tolerance survey with the student body was conducted in March 2020. The results indicated that students appreciate the historic nature of the current building and would be supportive of additional fees at some point in the future to modernize the Illini Union. The current negative effects of COVID-19 left many students feeling less inclined to support a fee increase at this time, giving the team more time to develop more solid financial models

SUSTAINABILITY EFFORTS

Replaced the Illini Union’s 1939 original single-pane, wood windows with new aluminum-clad, highefficiency, double-pane windows.

A second phase of the window project was funded by the joint Illini Union/ Student Sustainability Committee Revolving Loan Fund. New windows were installed across the north building side’s first three floors.

Implemented ten additional recycling centers across the interior of the Illini Union.

These recycling centers, fully funded by the Student Sustainability Committee, will divert an estimated 15,000 lbs. of additional recyclables from the landfill.

The campus implemented a modified version of the Illini Union’s system as a benchmark to replace multiple existing systems around the campus.

OTHER FACILITY UPDATES Illini Union Hotel received some renovations, including flooring and wallcovering upgrades, as well as a fully remodeled pair of ADA rooms. This refresh was critical to the Hotel projecting a more modern image within its new website.

Campus Vending established a new facility, Nic’s Café, in the National Center for Supercomputing Applications (NCSA) and renovated the Espresso Royale at the Krannert Art Museum (KAM).

The Illini Union Bookstore added the “Champion Shop” to the second floor of the Bookstore, resulting in a revamped look, better fixturing and some minor maintenance.

The Tech Zone was remerchandised largely under student leadership and significantly increased visual appeal.

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GOALS STRATEGIC GOALS 2019-2020 For 2019-2020, the Illini Union had the following goals: Develop departmental guidelines and learning outcomes for student staff.

Implement an organization-wide wellness program that is centered around the importance of holistic health care, collaborating with fellow Student Affairs departments and drawing on the expertise of our colleagues at McKinley Health Center, the Counseling Center, Campus Recreation and others.

Develop and implement a plan to build on the foundation of the Illini Union Alumni Society that focuses on re-connecting to alumni and former staff through communication, engagement, and acknowledgement of their contributions.

Emphasize understanding where and how the organization can continue to make improvements in sustainability efforts.

Outcomes of Goals The first goal was achieved by assessing learning outcomes for student employees and the Illini Union Board. Some progress was made on implementing organization-wide wellness by having a speaker from Campus Wellness address the managers and supervisors at the monthly staff meeting. Marketing has made some strides in developing and implementing a plan to build on the foundation of the Illini Union Alumni Society. To support sustainability efforts, the Illini Union reestablished the Green Team.

STRATEGIC GOALS 2020-2021 For 2020-2021, the Illini Union will work on the following goals: 1. Adapt programs to more fully support our remote learning and social distancing students. We will measure the success of this goal by: a. Counting the number of events b. Recording the number of participants c. Assessing how programs enhance the student experience

2. Maintain financial solvency and seek additional partnerships in Retail Services, Document Services and the Illini Union Hotel. We will measure this effort by: a. Reviewing monthly net operating balances to confirm that they are positive b. Surveying students and customers for continued satisfaction with our goods and services c. Measuring the number of partnerships with campus and private entities 3. Continue to address deferred maintenance issues and refine the MOUs and Division of Responsibilities (DORs) for the Bookstore and Printing buildings, and with Parking for the Illini Union. We will measure progress on this goal by: a. Tracking spending on known deferred maintenance issues b. Measuring cost savings from energy efficiency related projects 4. Implement an organization-wide wellness program that is centered around the importance of holistic health care, collaborating fellow Student Affairs departments and drawing on the expertise of our colleagues at McKinley Health Center, the Counseling Center, Campus Rec and others. We will measure the progress toward this goal by the following: a. Number of participants actively involved in the program on an ongoing basis b. Effectiveness of cross-collaborate programming and content c. Results of a pre- and post-assessment of participants that will measure knowledge of health-related concerns and topics, progress toward individual goals, and understanding of wellbeing in a larger context than physical fitness.

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ILLINI UNION BOARD 154 EVENTS ATTENDANCE: 19,789

FAMILIES CONNECTED THROUGH PFPO:

28,889

ATTENDANCE: 18,328

MULTIMEDIA EQUIPMENT RENTALS:

Social Media: FACEBOOK:

EVENT SERVICES ROOM RESERVATIONS: 19,534

6,322

6,973 followers

Courtyard Café EVENTS: 193

Illini Union

TWITTER:

CUSTOMERS AT RESTAURANTS: 264,620 332,880 CUSTOMERS AT SATELLITE CAFES

6,101 followers increase of 487

INSTAGRAM:

STARBUCKS CUSTOMERS THROUGH REGISTERS:

4,321 followers | increase of 1,758

426,745

726,160 PAGEVIEWS

VISITORS:

2,540,755

6,629 ROOMS RENTED WORK ORDERS COMPLETED BY MARKETING DEPARTMENT: 625

82,085

QUAD SHOP CUSTOMERS THROUGH REGISTER

THE NUMBERS

125 EVENTS | 4,634 ATTENDEES

2019 2020

Bookstore

CUSTOMERS THROUGH REGISTER: 166,010 ONLINE TRANSACTIONS: 8,741

Techzone

CUSTOMERS THROUGH REGISTER: 10,552 | ONLINE TRANSACTIONS: 432 I-BOOKS PRODUCED:

19,000

Recyclables DIVERTED FROM LANDFILLS THROUGH UNION RECYCLING RECEPTACLES: 34,000 lbs ENERGY SAVINGS DUE TO SUSTAINABLE MECHANICAL RETRO-COMMISSIONING:

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$1.2 million cost avoidance

STAFF ACHIEVEMENTS

Romi Dehler, Illini Union Board program advisor, presented two educational sessions: #ItsHandled: Don’t Make Your Crisis Your Legacy; Language Matters: Centering All Through Word Choice at 2020 NACA Live. She also was a NACA Leadership Fellow. Romi also presented an educational session: To People Who Want to Be Inclusive - But Don’t Know Where to Start! at the 2019 NACA Mid-America Regional Conference.

David Mizell, Illini Union Board program advisor, spoke on a panel - Institute Teaser: Student Government East and West at 2020 NACA Live. He presented an educational session: How to Implement NACA NEXT in Your Organization at the 2019 NACA Mid-America Regional Conference.

Titus Young, Illini Union Board program advisor, spoke on a panel (Joining The RCPC) at the 2019 NACA Mid-America Regional Conference and served as a Volunteer Center Coordinator.

J.B. Bailey, assistant director of programs, spoke on a panel: Spotlight on Diversity at 2020 NACA Live.

Bookstore staff attended Camex and Independent College Bookstore Association (ICBA) conferences and buying fairs.

Erik Riha, Illini Union marketing director, attended the ICBA conference for the marketing track Marketing received several awards, including the ACUI Steal this Idea 2020, 2nd Place for the 2019-2020 I-Book; 2nd Place for the BNAACC 50th Anniversary logo/brand; 3rd Place in for the Bookstore window general ads, and Honorable Mention for the Eat at the Union t-shirt.

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BOARD OF DIRECTORS

ILLINI UNION BOARD Fall 2019: President: Dallas Marks VP Policy: Michael Lincoln VP Programming: Shantae Tucker VP Internal Affairs & Finance: vacant Arts Director: Tommy Johnson Cultural Programs Director: Chloe Sun Enriching Programs Director: Tomas Baliutavicius Films Director: Benjamin Liu Illinites Director: Jessalyn Flores Marketing Director: Pamela Binda Special Events Director: Deja Cook Reynolds Traditional Events Director: Natalia Pisanski Faculty/Staff Representative: Courtney Becks Faculty/Staff Representative: Chaya Sandler Ex-Officio: Jamie Singson Ex-Officio: Becki Salzman

DADS ASSOCIATION President: Greg Allen Vice President: David Foster Treasurer: Tony Testolin Secretary: Martin Matushek Immediate Past President: Chuck Dushman Directors: Jeff Boykin Bill Cooney Joe Gainer Mark Ganan Mark Jacquot Gary Johnson Larry Mason Marc Mattson

Spring 2020:

Eric Perrin

President: Jessalyn Flores

Steve Raquel

VP Policy: Tomas Baliutavicius

Jim Roach

VP Programming: Louis Sommesi

Mark Sohns

VP Internal Affairs & Finance: Roman Perez, Jr.

Rob Villa

Arts Director: Kanika Leang Cultural Programs Director: Reba Vettiankal

MOMS ASSOCIATION

Enriching Programs Director: Yani Bucio

President: Marilyn Rowley

Films Director: Cameron Pope

Vice President of Parent Outreach: Diane Haff

Illinites Director: Ivana Garcia

Vice President of Internal Communications/Secretary:

Marketing Director: Katie Reynoso

Andrea Sarver

Special Events Director: Arianna Pannarale

Vice President of Scholarships and Awards: Mei Najim

Traditional Events Director: Alex Simon

Vice President of Fundraising: Sarah Collum

Faculty/Staff Representative: Courtney Becks

Treasurer: Jennifer Jaquet

Faculty/Staff Representative: Chaya Sandler

Immediate Past President: Maureen Tholen

Ex-Officio: Becki Salzman

Directors: Merydith Brostoff Chrystal Manning Julie Dykstra Rena Enblom Xiaohong Li Susan Haynes Diener Rebecca (Becky) McGreal Raquel Rodriquez

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Tina Garmon

ILLINI UNION

University of Illinois at Urbana-Champaign 1401 West Green Street Urbana, Illinois 61801 217.333.0160

UNION.ILLINOIS.EDU @ILLINIUNION

/ILLINIUNION

This annual report may be obtained in alternative formats upon request.

Please contact Erik Riha at eriha@illinois.edu or 217.244.3415.