2022-2023 Annual Report

SYKES UNION AND STUDENT ACTIVITIES annual report 2022-2023

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Executive Summary

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Highlights 2022

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Highlights 2023

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Mission, Vision, Values

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Background

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Organizational Chart

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By the Number

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Capital Improvements

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Traditions

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Student Employment and Leadership

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Assessment

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University Involvement

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Professional Development

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Future Goals

SYKES UNION AND STUDENT ACTIVITIES ANNUAL REPORT | 2022-2023

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EXECUTIVE SUMMARY In the past year, Sykes Union and Student Activities (SUSA) has continued its mission to create a vibrant campus community through excellent programs and services. Our vision is to be a leader in intentional community building, prioritizing student success by creating affirming spaces, providing leadership opportunities, fostering campus traditions, and offering meaningful experiences that cultivate a sense of belonging. Our core values—Joy, Integrity, Learning, and Empathy— have not only guided our operational efforts but have also been a framework for recognizing excellence among our staff. This year, we solidified our customer service philosophy to instill a shared customer service model among the staff. The PRIDE model served as our guide for our work moving forward.

The past year has seen several capital improvements, including technology enhancements to support

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communication and data collection, furniture reconfigurations in communal areas led by our student Building Managers, and aesthetic updates with a consistent branding strategy. Felt art installations and improved signage have enriched the overall experience for our community.

The Sykes Union Advisory Board, formed in the last year, plays a crucial role in shaping policies and procedures for the union and the department, ensuring that it aligns with the needs of our students. Our traditions, such as Rams After Hours, Homecoming, Banana Day, and Ramboree, continue to thrive, creating memorable experiences for our community members.

Our commitment to student employment and leadership development remains strong. We’ve hired and trained new staff members, creating a positive and supportive work environment that fosters

EXECUTIVE SUMMARY personal and professional growth.

Further, the implementation of the RISE (Rams Integrating Skills and Education) program, based on NACE (National Association of Colleges and Employers) core competencies and Student Affairs learning domains, has been a significant achievement.

It has helped us track student growth in functional areas and promote their holistic development.

Assessment efforts have included program reviews based on CAS (Council for the Advancement of Standards in Higher Education) standards, event satisfaction surveys, data collection, and program satisfaction surveys, all contributing to our continuous improvement.

We welcomed a new face to the team of full-time staff. Ace Walker, Operations Coordinator, has allowed us to evaluate and upgrade the technology in Sykes Student Union.

With a full staff, we were able to

place an emphasis on professional development and give back to the division and our profession. SUSA staff’s involvement in professional associations, such as ACUI (Association of College Unions International) and NACA (National Association for Campus Activities), and serving on committees within the Division of Student Affairs (DOSA) has allowed us to stay updated with best practices and serve our community more effectively.

Looking ahead, we plan to focus on sustainability and enhancing the vibe and aesthetics of our spaces. Our commitment to social justice will continue, and we will further solidify our oversight of the Science and Engineering Center and the Commons (SECC) event spaces. As we embark on a new academic year, we remain dedicated to fostering a vibrant and inclusive campus community through excellent programs and services, aligning with our mission, vision, and values.

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HIGHLIGHTS 2022 July 2022 Sykes Student Union welcomed Dub-C Autism Program’s (D-CAP) High School Youth Preparation for Higher Education (HYPE) summer camp students for several activities: movie night in the theater, a building tour, and a job shadowing program with the Building Managers.

Sykes Student Union worked with Conference Services to support 9 external clients for 22 total days of conferences and events in the building from May through July.

August 2022 Sykes Union and Student Activities staff built a comprehensive online learning course to enhance student staff training. The D2L course served as Phase 1 of training and provided foundational information in a self-paced format that students completed before in-person training. This allowed staff and students to focus on team-building activities and hands-on learning during Phase 2 of training in-person from August 21-22 Welcome Week committee involvement The Collaborations & Special Populations sub-committee (co-chaired by Barrett) helped to establish Welcome Week programming for specific student populations including commuters, adult learners and student parents, and first-generation students. In addition, the committee planned the Golden Welcome and Class Photo as a continuing tradition for all new students.

As co-chair of the Accessibility and Wellbeing sub-committee, Adriane and her colleagues developed a Planning Accessible Events guide to inform the work of all other committees and make Welcome Week more accessible to all.

The Student Activities Council (SAC) hosted two events during Welcome Week including Wave Hello to WCU which had 330 attendants and Rams After Hours’ Welcome Back Carnival which had 1071 attendants.

Sykes Union and Student Activities launched the newly developed professional development program for student staff, Rams Integrating Skills and Education (RISE), which offers oneon-one supervision and evaluation through a series of learning outcomes that align with Division of Student Affairs, university, and National Association of Colleges and Employers (NACE) learning domains.

Sykes Union and Student Activities recycled approximately 20 lbs. of old uniforms and lost and found clothing via Retold textile recycling program. Retold keeps textiles out of landfills by sorting donations and sending them to thrift stores, charity stores, recycling companies, or manufacturers who will use them for scraps such as insulation.

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HIGHLIGHTS 2022 September 2022 Sykes Union and Student Activities participated in Family Weekend 2022 hosting several programs for students and their family members. This included the Taste of the Town where participants visited several West Chester Borough restaurants (over 200 participants), a latenight program from Rams After Hours, a Hypnotist, and more.

October 2022 Sykes Union and Student Activities was an active leader in WCU Homecoming 2022 programs. Programs occurred throughout the week with each having up to 200 participants and concluding with the Block Party on Saturday, October 8.

Sykes Union and Student Activities hosted staff from Rutgers-Camden for a site visit on Friday, October 28. Staff met with colleagues and student workers, discussed best practices for union operations and student activities, and toured the facility.

November 2022 Sykes Union and Student Activities sent 4 professional staff, 2 graduate students, and 3 undergraduate students to attend the 2022 ACUI Region VII Regional Conference in Binghamton, NY. This in-person experience provided various learning opportunities focused through keynotes, educational sessions, and tours. In addition, 6 out of the 9 attendees presented on various topics.

Sykes Union and Student Activities co-sponsored the Global Tastes event during International Education Week (November 14-18, 2022) with the Global Engagement Office during which visitors could taste global foods and live music.

December 2022 ACUI members elected Adriane Reilly, Associate Director of Sykes Student Union, as an atlarge member of the association’s Board of Trustees. Clayton Kolb, Director of Sykes Union and Student Activities, was selected to serve on the ACUI Annual Conference program team in Denver in 2024.

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HIGHLIGHTS 2023 January 2023 Sykes Union and Student Activities paraprofessional staff experienced a 94% retention rate from fall to spring semester.

Having that many returning employees allowed the training committee to focus the spring training curriculum on teambuilding, practical application activities, and reinforcing expectations and job-related skills. Using a Board Games theme, we addressed learning outcomes such as accountability, critical thinking, customer service, inclusive language, conversational competence, and job-related skills through games such as Candyland, Cards for Customer Service, Scattegories, Guesstures, Battleship, and a DIY escape room.

February 2023 Sykes Union and Student Activities spearheaded Love is Love Week from February 13-17, 2023 in collaboration with the Center for Trans and Queer Advocacy, the Center for Women and Gender Equity, and the Office Wellness Promotion.

Events occurred throughout the week and culminated in the Rams After Hours annual Drag Show with 228 participants.

Sykes Union and Student Activities joined in a collaboration with Office of Sustainability, IS&T, and the Francis Harvey Green Library to host a drop off location for an electronics recycling project with external partners PAR-Recycle Works. The drop off location will collect non university owned personal electronic devices that can be recycled and disposed of in a sustainable way.

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HIGHLIGHTS 2023 March 2023 Members of the department attended the Association of College Union International (ACUI) Annual conference in Boston. At the conference, Adriane Reilly won the ACUI Research and Education Grant and the Edward S. “Beanie” Drake Founders’ Award.

Jayna Suter was selected as Graduate Student Volunteer Staff member.

April 2023 Ramboree 2023 took place on April 28, 2023 in Sykes Student Union, as well as parts of K Lot. Ramboree is traditionally an outdoor spring festival that features live student performances. Due to inclement weather, most of the festival components were moved inside. Attendance totaled approximately 2,015 people.

May 2023 On May 5, 2023, the staff gathered at the End of Year banquet to celebrate the year’s achievements, congratulate the graduating employees, and recognize the outstanding work of select employees. Sykes Union and Student Activities presented our annual Values Awards to students for each of our departmental values: Joy, Learning, Integrity, and Empathy.

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MISSION, VISION, VALUES Mission Sykes Union and Student Activities creates vibrant campus community through excellent programs and services.

Vision To be a leader in intentional community building that prioritizes student success through: Creating and sustaining affirming spaces for all Providing students leadership opportunities Fostering campus traditions Offering meaningful experiences focused on a sense of belonging

Values Sykes Union and Student Activities staff base all departmental efforts on the following shared values: Joy Cultivating a fun, positive, and affirming experience that fosters community and makes you want to return.

Integrity Being reliable and trustworthy through our words, actions, decisions, and beliefs, especially when no one is watching.

Learning Creating spaces and experiences that allow for personal growth, gaining new perspectives, building skills, and obtaining knowledge.

Empathy Taking the perspective of another with compassion and recognizing that people are multifaceted individuals who lead complex lives beyond our brief moments of interaction.

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BACKGROUND About Us Sykes Student Union is the center of community life on the campus of West Chester University.

In support of the educational mission of the University, Sykes encourages and provides an environment where everyone on campus can gather to participate and learn through diversity and co-curricular experiences. Sykes provides services, conveniences, and facilities designed to support the needs of West Chester University and the community. The Activities team further strives to maintain a balance of recreational, social, educational, and cultural programs and activities.

Sykes Union and Student Activities promotes the development of the whole student by enhancing the classroom experience through experiential learning opportunities. This development is often accomplished through leadership opportunities, participatory decisionmaking, and empowerment connected with the operation of the facility and the planning of events.

Sykes Student Union was constructed in 1975 and renovated in 1995 and 2017. The building features approximately 105,000 square feet of space designed for all members of the campus community to come together for a variety of events. In April of 2017, Student Services, Inc. established a partnership with Sykes Student Union to have student activities professionals report to the Director of Sykes Student Union.

Values in Action

Commitment to Social Justice

Not only did we use the values to guide our work operationally, but we also used it as a framework for recognizing excellence among our staff. At monthly team meetings, the professional staff recognized the ways select team members embodied the departmental values through a nomination process. At the End of Year Celebration for the student staff, exemplary students were awarded for their efforts in living the values. Award recipients are featured on page 22-23.

Sykes Union and Student Activities values cultivating affirming spaces in our building and programs for all students and the WCU community. We will continue to do so even in the most challenging and uncertain of times.

Sykes Union is a student-centered place that is committed to providing space to gather, unite, and share ideas. Our team is dedicated to the role of the college union and utilizing our resources in the active pursuit of equity and social justice.

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ORGANIZATIONAL CHART Sykes Union & Student Activities

Dr. Clayton Kolb Director of Sykes Union & Student Activities

Barrett McGee

Dr. Adriane Reilly

Jordan Maxwell

Bobby DeMarco

Associate Director of Student Activities

Associate Director of Sykes Student Union

Assistant Director of Sykes Student Union

Assistant Director of Sykes Student Union

Emily Kofman

Jayna Suter

Sam Botnick

Allie Downey

Assistant Director of Student Activities

Graduate Assistant, Student Staffing

Graduate Assistant, Rams After Hours

Graduate Assistant, Operations

Megan Waldrop

Ann Calaghan

Stacy Houck

Graduate Assistant, Student Activities

Administrative Support

Administrative Assistant

Staffing Changes Emily Kofman left her role as Assistant Director of Student Activities in October. In November, Megan Waldrop stepped in as Interim Assistant Director of Student Activities to maintain continuity of operations. In late May, Megan was hired into the position full-time.

Jordan Maxwell left his role as Assistant Director of Sykes Student Union in April. Ace Walker began as Operations Coordinator for Sykes Student Union in May. Clayton used this opportunity to reallocate reservation clients, with Bobby DeMarco and Ace assuming responsibility for student organizations. Barrett McGee and Adriane Reilly temporarily processed university departments until a new Assistant Director of Sykes Student Union was hired in August 2024.

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BY THE NUMBERS Events Advanced Reservations

Supported 539 Vending Tables

Supported 3,286 events in Sykes Student Union 1.1%

9.5%

Requests: 85

69.8%

60.7%

29.1%

69

29.9%

16 Orgs: 2312

Departmens: 963

Orgs: 2312

External: 36

Departmens: 963

External: 36

Unique events Recurring events

Number of Common Space Users: 61,974 EcoGrounds Computer Lab

7465

3822

Commuter Lounge

11255

CSI Second Floor Common Area TV Lounge Pergola

19165

6826

9571

3870

Event Attendees

22-23 FY

R A H : 5, 617 S A C: 5, 598 Total: 11, 215

21-22 FY

RAH: 2 ,0 2 6 SAC: 2 1 7 Total: 2 ,2 4 3 2022-2023 | susa annual report

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CAPITAL IMPROVEMENTS In the past year, our team achieved several minor enhancements within our facility, all aimed at enhancing the patron experience and future data collection methods.

Technology In preparation for assuming responsibility for managing the SECC ballrooms, we installed a new repeater to the roof of the library building that would increase radio reach across campus.

Now, students and full-time staff can utilize walkie-talkies to communicate throughout Sykes Student Union and the SECC. In response to requests from Aramark staff, we added a card swipe access point to the door at the loading dock for added accessibility and security.

We also installed additional Trafsys people counters for several “hot spot” zones in the building including the CSI, the Campus Store, and the Food Court to enhance data collection of foot traffic.

Furniture & Equipment One of the highlights was the reconfiguration of furniture in both the Food Court and TV Lounge areas. This project was student-led, spearheaded by several of our dedicated Building Managers. The Building Managers were given the opportunity to move some high-top tables and chairs from the Food Court to the TV Lounge and reconfigure the sofa chairs to free up some space in the Food Court and add additional seating options in the lounge. The result was not only a more functional and inviting space but also a testament to the collaborative spirit that defines our department. By involving students in the decision-making process, we not only improved the physical environment but also fostered a sense of ownership and pride in our communal spaces.

SUSA staff also replaced several pieces of furniture and equipment passed or near their end of life cycle, including the 6 ft. round tables used on the ground and first floors, staging for the ballroom, and an HVAC chiller. The lactation room on the third floor received a few upgrades including a new chair, footrest, lamp, clock, and bulletin board to improve the experience for people who lactate.

As part of our ongoing commitment to creating an optimal environment, we also undertook the relocation of student vending tables. This adjustment was made with the goal of improving traffic flow and accessibility, ensuring that these areas remain convenient and comfortable for students to use.

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CAPITAL IMPROVEMENTS Aesthetics In addition to these practical changes, we also took steps to enhance the visual appeal of our facility. We painted various rooms within the building, adhering to a consistent branding strategy that aligns with our university’s color scheme. This not only improved the aesthetic of our spaces but also reinforced a sense of identity and pride among students and visitors alike.

Art also found its place in our renovations, with the installation of felt art in Room 209. This addition brought a touch of creativity and expression to our environment, contributing to a more vibrant and inspiring atmosphere for everyone who uses this space.

Finally, as part of our commitment to clear and effective communication, we updated directional signage throughout the building. This included not only refreshing existing signage but also adding new signage where needed. This endeavor ensures that our students and visitors can navigate our facility with ease, finding the resources and amenities they need, while also creating a more organized and user-friendly environment.

In conclusion, the past year has been marked by a series of improvements within our facility, all driven by a commitment to enhancing the student experience. From student-led initiatives to visual enhancements and improved signage, we continue to prioritize the needs and comfort of our community members, fostering an environment where learning, social interaction, and personal growth thrive. We look forward to building upon these accomplishments in the coming year and beyond.

Sykes Union Advisory Board This year, SUSA created a group of students, staff, and faculty to act as a governing body for the student union and department. The Sykes Union Advisory Board’s primary purpose is to oversee formulation and implementation of policies and procedures for the union. This board is made up of representatives from student organizations affiliated with the union, building managers, student programming staff, and building tenants. The board has already conducted surveys to assess the usage of student organization office space and begun to develop a policy for allocating new office space. The board also decided to allow a few third-floor meeting rooms to be designated for express scheduling, which means the rooms can be reserved on the day of use by any individual student for use such studying, zoom interviews, or meetings.

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TRADITIONS Rams After Hours Rams After Hours continued its ongoing late-night programming every Friday evening during the semester in Sykes Student Union. A variety of programs were offered this year including an 80s themed escape room, a comedic magician, DIY nights, and bingo. Attendance grew by 56% from the previous year with 5,617 total attendees.

Homecoming The University celebrated Homecoming this past year on October 8, 2022. This year’s theme was Rock ‘n Roll Homecoming and was incorporated into the many events that were held throughout the week. The celebrations culminated in the Alumni Kick Off on Friday evening, the Saturday Block Party, and the home football game against Shippensburg. Attendance at student events totaled around 845 participants.

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TRADITIONS Banana Day Banana Day is traditionally held on the third Wednesday of April which this year was April 19, 2023. The 27th annual Banana Day was hosted by the Student Activities Council (SAC) and featured banana themed games, the Chilly Banana food truck, a golden banana scavenger hunt, a photo booth, and lots of banana foods and treats. The highly prized Banana Day t-shirt was given away to students who won games, found golden bananas, or climbed the rock wall at the Campus Rec Center. Twenty-three other student organizations co-sponsored the event, which also featured an appearance by Miss WCU and a performance from the Swing Dance Team.

Ramboree Ramboree 2023 took place on April 28, 2023 in Sykes Student Union, as well as parts of K Lot. Ramboree is traditionally an outdoor spring festival that features live student performances, carnival games and rides, food trucks, caricaturists, tarot card readers, lawn games, photo booths, free t-shirts and giveaways, and many other novelties. Due to inclement weather, most of the festival components were moved inside or closer to the building, but unfortunately the carnival rides and games had to be canceled.

Of those who answered the post event survey, we found that 95% were undergraduate students and a little over 50% were residents of north campus. When comparing the various novelties available, students’ favorite appeared to be axe throwing followed by the customizable street signs. When comparing the food truck options, Southbound BBQ and Pizza Wagon Catering Co. were tied for favorite.

Despite the weather changes, the event was a great success.

Attendance totaled approximately 2,015 people, 1,381 food tokens were used amongst eight food trucks, and the two rotating dessert trucks served a great number of students despite the rain.

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STUDENT EMPLOYMENT AND LEADERSHIP

About the Staff For the fall semester, we were fully staffed with 42 employees. Of the 42 employees, 45% were new to the team and 55% were returning staff from the previous academic year. We hired 26 Building Managers, three Graphic Designers, one social media coordinator, and 18 SAC executive board members. Six of those employees held “dual positions” meaning they worked as both a Building Manager or Graphic Designer and a SAC executive board member. This not only makes onboarding easier, but also allows students who are already familiar with our mission, vision, values, and operations to earn more money to support their financial needs.

As we transitioned to the spring semester, 9 (21%) employees left the team due to graduation, resignation, or termination. After the winter hiring process, we were fully staffed with 40 employees.

In an exit survey administered via email on the last day of classes in December and May to students who are graduating or resigning, 100% of the students who voluntarily completed the exit survey agreed they would recommend working for Sykes Union and Student Activities to a friend. We take great pride in creating a positive work environment that supports the student’s personal and professional development. Exit survey participants shared they gained skills such as teamwork, collaboration, communication, time management, asking for help, customer services, and conflict resolution.

One respondent said, “Working for Sykes Union and Student Activities has been an absolute dream! From the moment I started working with SAC until the end of my BM shift, I have felt truly supported as a student worker. I was taught valuable lessons and skilled that I will take with me into my professional career.” They continued, “The best aspects for working for SUSA was being supported by my coworkers and professional staff. We all understand that college can be tough and people took the time to support one another. I know that if I had anything going on, I can talk to someone about it.”

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STUDENT EMPLOYMENT AND LEADERSHIP RISE Program 2022-2023 saw the inaugural year of the SUSA student development employee program titled RISE (Rams Integrating Skills and Education) that includes intentional and comprehensive learning outcomes derived from the National Associate of Colleges and Employers (NACE) core competencies and the Division of Student Affairs learning domains.

As a part of the launch of the program, the department took steps to deliver information about the program to the students and the campus at large. Students completed online D2L modules as an introduction to RISE followed by sessions at our in-person training. Adriane and Barrett presented RISE to the Division of Student Affairs during a division-wide meeting, and Clayton presented the key concepts at a University Council of Trustees meeting.

All student employees were evaluated using eight functional skill areas Communication (both oral and written), Critical Thinking, Digital Technology, Interpersonal Skills, Accountability/ Professionalism/Work Ethic, Intercultural Fluency, Career Readiness, and Leadership.

The staff debriefed the program after the Fall semester and made changes using supervisor feedback. During the summer, the Associate Directors calculated student growth in functional areas. from Fall to Spring. Assessment of the program suggested that 74% of the student staff grew in at least 70% of the RISE learning outcomes.

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STUDENT EMPLOYMENT AND LEADERSHIP Fall 2022 Training Fall 2022 Student Staff Training was our first attempt at our revamped training model. In support of the flipped learning literature, we created a D2L course that was completed prior to in-person training. This asynchronous learning model allowed us to teach foundational knowledge, which enabled us to be more intentional during our in-person sessions to focus on knowledge application as well as essential community building. This was also our first year implementing a training theme. This training theme was reality competition shows. Students were divided up into smaller, cross service area teams which each represented a different TV network. Each in-person session was designed based on a different reality TV competition.

Points were attached to those session competitions, D2L completion, and bonus points (“roses”) for good questions/attention. Points were accrued throughout the entire multi-day training, and prizes were awarded to the top 3 teams at the conclusion of training.

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STUDENT EMPLOYMENT AND LEADERSHIP

Spring 2023 Training Based on what we learned from our Fall 2022 Training experience, we further adapted and improved the model for our Spring 2023 Student Staff Training. As a team we utilized our RISE program to create intentional training sessions that directly correlated to a necessary RISE learning outcome. Due to being halfway through the year long program, we were able to see common trends which heavily influenced the activities we created. This training theme was Board Games and teams were created based on each clue character. One example of an activity we created was life-size Candyland. This activity was designed to reinforce the RISE “accountability, work ethic, and professionalism” learning outcome. Each professional staff member on the training committee created 4-5 scenarios all related to accountability and work ethic within their designated students’ scope of work. These scenario cards were used in addition to the traditional colored square cards. This game took place during the rotation portion of training, so only two teams were playing life-size Candyland at the same time. Two members of each team were on the board at all times. Every two turns, the player would switch out with another player from their team in order to maintain the attention of all students. A student’s first move consisted of picking one of the traditional Candyland cards, but on their second turn they would pull a scenario card. If the student answered the scenario correctly, they could then pull a Candyland card to move forward. King Candy (one of the committee members) determined if the students’ response was sufficient enough. A master list of the scenarios and their correct answers was given to King Candy to make sure there was consistency across all three games. This is just one example of how the committee worked to use creativity to create a non-lecture-based activity that reinforced a necessary learning outcome.

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STUDENT EMPLOYMENT AND LEADERSHIP End of Year Celebration The staff gathered in May to celebrate the year’s achievements, congratulate the graduating employees, and recognize the outstanding work of select employees. Jayna coordinated a fun picnic in Ram Park that included music, an ice cream truck, lawn games, a sparkling cider toast to the Class of 2023, and a year-end slideshow. Based on peer nominations and supervisor selection, Sykes Union and Student Activities awarded the following individuals with values awards:

Joy: Jewel Karaisz, Building Manager Jewel was described as “always having a smile on her face” by her peers. No matter what is going on in their life, they always came to Sykes with a positive attitude. One nominator stated, “They are constantly looking to make Sykes a better place for others to be. They always have a smile on their face and are willing to take on any task possible. They are always looking to welcome not only outsiders into the building with their positivity, but their peers as well”. Jewel is the perfect representation of Joy in our department.

Empathy: Fanny Ortiz, SAC President & Building Manager Fanny was described as follows by one of the nominators “They are a fantastic leader and always puts themself in other people’s shoes and tries to understand what they are going through. They are able to recognize that sometimes things outside of work affect the work that people are doing. I have seen them truly practice empathy in their role in both SAC and as a BM. They are a fantastic role model for anyone who wants to see what empathy is like in practice.”

Integrity: Evan Parker, SAC Assessment Coordinator Evan is one of our most honest employees who brings their A-game to each event. One of his nominations stated, “Our winner is willing to take on any challenge, learn any extra tasks one might need to perform on shift, but is also a leader among their peers.” Evan has been consistent from day one and holds others accountable when necessary.

Learning: Emily Coyne, Building Manager & Rams After Hours Social Media Coordinator Emily is often seen in and around Sykes Student Union, consistently working in their multiple roles in the department. They take the time to ask questions, gain clarification before acting, and lead with critical thinking. Stepping into a new role this year, she has demonstrated a culture of continuous improvement for the rest of the staff. One nominator claimed, “They are always sharing new tips and tricks to keep the staff on track”. From planning events to flipping tables, Emily is the epitome of learning.

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STUDENT EMPLOYMENT AND LEADERSHIP

Jewel Karaisz

Fanny Ortiz

Evan Parker

Emily Coyne

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ASSESSMENT Program Review In the Fall of 2022, the department began a program review utilizing standards set by the Council for the Advancement of Standards (CAS). The program review consisted of two sections: a self-study and external review report.

The self-study began in the Fall by the Program Review Team (Clayton, Adriane, Barrett, and Ann) and was completed by early Spring semester. Using CAS’s self-assessment guide, the team collected documents and evidence to measure the department’s effectiveness in twentyfour different focus areas (twelve for student union and twelve for student activities).

After the self-study was complete, the team selected three professionals to serve as members of the external review team: one member from the university, one from another PASSHE school, and another veteran in the field of student union/student activities. The external review team consisted of: Jennifer Rossi-Long, Director of the Career Development Center, West Chester University Andrea Fisher, Director of Campus Life and Student Union, Shippensburg University David Barnes, Director of Student Unions, James Madison University The external review team interviewed the SUSA department, building tenants, campus partners, and students to compile data for their external report. The report was published on March 2023. The team identified many strengths of the department as well as opportunities for improvement. These were organized into five strategic priorities: facility improvements (space reallocation, branding, and technology); student activities and engagement; retention, inclusivity, and belonging; student employee training; and sustainability. SUSA discussed the findings during the May staff meeting and the Lead Team met over the summer to implement strategies to address recommendations made in the report.

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ASSESSMENT Event Satisfaction Survey The Customer & Client Relations Working Team was charged with developing a customer service philosophy, implementing it by training the student staff, and assessing it via a client satisfaction survey. The working team crafted the following: Sykes Union and Student Activities takes PRIDE in providing a positive customer service experience for all who enter our building and participate in our programs by following the P.R.I.D.E. model.

P: Provide a positive and affirming experience to all.

R: Respect the needs of the clients and meet them with compassion and empathy I: Invite and include different people, ideas, and experiences.

D: Diffuse situations and discuss ways to rectify any issues.

E: Ensure client satisfaction by following up and asking intentional questions.

The working team developed an event satisfaction survey throughout Fall 2022. In January 2023, SUSA launched the survey to all student organizations and university departments that held events in Sykes Student Union. Questions focused on the quality of the reservation and planning process, staff member’s communication and follow-through, event set up, audio/ visual equipment, the cleanliness of the space, the Building Manager’s ability to troubleshoot any issues that arose, and if they behaved professionally to foster a welcoming environment.

Every Monday during her shift, Senior Building Manager Emily Coyne was tasked with downloading a 25Live report of all reservation requestors from the previous seven days.

Next, Emily ran a Microsoft Power Automate workflow that would send a standardized email invitation to complete the survey to the email addresses from the report. SUSA staff members reviewed the results of the survey at the weekly Event Logistics meetings, following up on negative reviews, improving communication and skills with the Building Managers, or clarifying procedures based on client feedback as needed. Positive feedback was shared directly with the Building Managers to empower them to continue doing good work.

Forty-three responses were collected in the first semester, resulting in a net promoter score (NPS) of 58. An NPS ranging from 40-60 is considered “excellent, nice work.” Another way to consider this score is that 70% of clients are “extremely likely” to recommend Sykes Student Union to a friend or colleague for an event. This assessment practice will continue into 20232024.

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ASSESSMENT Data Pool SUSA staff continued the annual practice of collecting data points to maintain the data pool. The data pool included information such as the number of reservations, common area head counts, event attendance for both SAC and RAH events, the number of work orders submitted, lost and found entries logged, and other pertinent information from the Information Desk. This data proved invaluable in measuring success, shaping this report, and informing our work on a day-to-day basis.

Program Satisfaction The Student Activities Council Assessment Coordinator, Evan Parker, distributed satisfaction surveys after each event. For consistency, the Qualtrics surveys typically asked the same questions across events. At RAH events, staff were stationed at the registration tables to ask attendees to complete the survey as they were leaving the event. The SAC Assessment Coordinator submitted semesterly summaries of the data collected. From there, SAC students and staff reviewed the results to look for areas of improvement, however, one limitation was a lack of meaningful or actionable responses from attendees.

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UNIVERSITY INVOLVEMENT CLAYTON KOLB

• DOSA Social Justice Curriculum Team • University Hearing Board – Policy and Process Advisor • LGBTQIA+ University Caucus • Tri-chair, Ramboree Committee • Student Event Review Committee (SERC)

ADRIANE REILLY

• Paraprofessional Supervisors Committee • University Strategic Planning Committee • University Hearing Board

BARRETT MCGEE

• Chair, Homecoming Committee • LGBTQIA+ University Caucus • Welcome Week Planning Committee • Chair, Traditions Subcommittee

EMILY KOFMAN

• Homecoming Committee

MEGAN WALDROP

• Homecoming Committee • Tri-chair, Ramboree Committee

BOBBY DEMARCO

• Student Event Review Committee (SERC) • Director of Student Leadership & Involvement Search Committee

JORDAN MAXWELL

• Chair, Student Programs and Activities Review Committee (SPARC) • Student Event Review Committee (SERC)

SAM BOTNICK

• Ramboree Planning Committee

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PROFESSIONAL DEVELOPMENT ACUI and NACA Involvement Sykes Union and Student Activities staff are proud to be active volunteers and members in at least two professional associations, ACUI, which is geared toward students and professionals involved in college union operations and student activities, and NACA which is geared toward students and professionals who work in campus activities.

Volunteerism • Clayton continued his special appointment as ACUI Volunteer Development Coordinator • Adriane was elected on to the Board of Trustees for ACUI • Jayna served on the 2022 Conference Planning Team for ACUI Region VII • Megan continued serving on the ACUI Regional Leadership Team for Region VII as the Student Member. In November, she transitioned to the Membership Experience Coordinator • Megan also began a position as the Education and Inclusivity Team Lead on the NACA MidAtlantic Regional Leadership Team • Bobby was chosen to be a part of the 2023 Conference Planning Team for ACUI Region VII Conferences • Clayton, Barrett, and Adriane attended ACPA’s Institute on the Curricular Approach in Baltimore, MD with divisional colleagues.

• Megan, Sam, and four SAC executive board members attended the NACA Hartford Conference in Hartford, CT. • Jordan, Jayna, and two SAC executive board members traveled to the NACA National conference in Louisville, KY together.

• Clayton, Adriane, Barrett, Bobby, Jayna, Megan and 3 building managers attended the ACUI Region VII Conference in Binghamton, NY in November. There Adriane and Barrett gave a presentation on the RISE program, Megan presented on self-care for students, and Jayna led a Cricut workshop and a student networking session with one of our students.

• Clayton, Barrett, Adriane, Bobby, Megan, and Jayna attended the ACUI Annual Conference in Boston, MA in April. Jayna was selected as Graduate Student Volunteer Staff member to aid the Conference Program Team and ACUI Central Office Staff in the execution of a successful conference experience for the second year in a row. Adriane won an award and a research grant towards her dissertation.

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PROFESSIONAL DEVELOPMENT Rutgers Camden Site Visit On Friday, October 28, 2022, the staff at the Campus Center at Rutgers University-Camden visited WCU and Sykes Student Union. Our staff had visited their campus the previous year.

We met with colleagues and student workers, discussed best practices for union operations and student activities, and gave tours of our facility. The visit inspired action items to enhance our work going forward.

Rats!

In the Spring of 2023, in lieu of a traditional staff meeting, SUSA visited the Breit Lab, an on-campus biopsychology laboratory that investigates the potential consequences of exposure to commonly used drugs during early development using lab rats. Faculty member and principal investigator, Dr. Kristen R. Breit, gave the team a tour and an overview of how the lab works and hires students who receive academic credit. This staff outing not only gave the department new insights into parts of the university they would not normally know about but also served as a valuable team bonding activity.

The DOSA RJ Award Every month the Division of Student Affairs awarded the RJ (Rammy Jr.) Award to a person/department/ team that went above and beyond to demonstrate their dedication to the division and its students. Clayton was the inaugural recipient of the RJ Award. Bobby, Megan, Allie, Adriane, and Barrett were other SUSA nominees in the subsequent months.

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FUTURE GOALS

As the new academic year approaches, the Sykes Union and Student Activities staff are hoping to begin work on our new strategic plan after the release of the University Strategic Plan.

In the meantime, SUSA’s Annual Priorities for 2023-2024 include a focus on Sustainability and Vibe & Aesthetics (game room, artwork, etc.) , informed by the external review report. In addition, SUSA will continue to solidify its oversight of the new Science and Engineering Center and the Commons (SECC) event spaces. One of the Assistant Directors of the department will hold an office in this new facility and supervise staff to support events in the SECC Ballrooms for faculty and staff.

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SUSA ANNUAL REPORT 2022-2023