Keep ‘em or kick ‘em out

Evaluating student workforce performance

BackgroundWhere do I come from?

HiringWho will help you help others?

Hiring process

• Post on student job site and notify bye-mail• Technical

qualifications

• Review applications …

Experience using University IT services:

• MyUAlbany portal• UAlbany Mail and Office 365• Blackboard LMS• UAlbanyWiFi wireless service• UNIX services for file storage or

personal web site

General knowledge of:• Windows operating system• Macintosh operating system• Web browsers

(IE, Firefox, Safari, Chrome)• Microsoft Office

(Word, Excel, PowerPoint, Outlook)

Application review and scoring

First name

Last name

Recom. GradDate (≥5/2015)

Exp sem

GPA (2+)

Previous work

Specific, relevant skills

Skill Work Rel

Assist Q

Diff Cust Q

Why ITS Q

Writ Qual

Score (sum)

Inter view?

A Z 2016-May 6 2.5 Lifeguard Excel 2 3 1 3 2 18 PerhapsB Y MNO 2015-May 4 1.7 2 3 2 3 2 16.4 NoC X 2015-May 4 2.8 2 3 2 2 3 15.6 PerhapsD W 2014-Dec 3 4.0 Retail OS X, Office 3 1 2 2 1 14 NoSemE V 2015-May 4 2.5 2 3 3 3 3 17 PerhapsF U 2015-May 4 3.5 2 3 2 2 3 17 PerhapsG T JKL 2016-May 6 2.0 3 3 3 2 2 23 YesH S 2016-May 6 3.6 2 2 2 3 2 20.1 YesI R 2015-May 4 3.4 Clerical Malware clean 3 3 3 3 2 19.8 YesJ Q 2015-May 4 2.7 2 3 3 2 3 16.4 NoK P 2014-May 2 2.9 3 2 3 2 3 13.8 NoSemL O ABC 2015-May 4 3.1 2 3 3 3 2 20.2 YesM N 2014-Dec 3 3.0 3 3 3 3 2 17 NoSemN M 2015-May 4 3.7 2 2 3 2 3 17.4 PerhapsO L 2015-May 4 3.9 2 3 3 3 3 19.8 YesP J DEF 2014-May 2 2.9 2 1 1 2 2 10.8 NoSemQ K 2016-May 6 3.3 2 3 2 2 2 19.6 Yes

Interviews and training

• Student staff panel• Professional staff meeting• Discussion and consensus

Set upWhat do they need to know?

Set expectations

• Shadowing (probationary and mentoring period)• Clearly define expectations, rules, rewards, and

penalties• Boot Camp• Student workforce handbook

Correction

• Corrective actions must be• Instructive• Flexible• Timely• Applied

ReviewHow are they doing?

Types of review

• No surprises• Ongoing, quick (mentor)• Periodic, detailed

• Collect feedback• Observed impressions• Performance statistics…

Performance statistics

• Tickets/interactions recorded• Net substitute shifts• Incidence of late or no show• Project work and KB articles• Hours worked

• Tickets per hour• Net subs per hour

Performance metricSummed semester data Weekly collected data

Fname Lname Metric Busy Slow Temp Perm Projects Late/MIA Busy Slow Temp Perm Projects Late/MIAA Z -6.75 11 6 -46 -3 0 5 4 -6 0 0B Y 16 38 3 -26 2 0 2 -5 0 0C X 55.5 92 1 1 0 3 9 15 0 0 1 0D W -1.75 3 10 -41 0 0 4 -6 0 0E V 2 13 1 -16 0 0 2 0 0 0F U 24.5 35 2 -19 0 3 7 4 0 0 3 0G T 9.75 26 7 -9 2 1 20 -1 0 0H S 15.75 45 3 -7 1 0 12 2 0 0 1I R 18.25 26 0 1 0 1 0 4 1 0 0J Q 50.25 34 0 39 0 5 2 0 0 2 0K P 2.25 9 1 35 -3 0 12 4 3 0 0L O 21.75 16 4 5 0 2 2 0 0 0M N 16.75 35 0 -69 1 4 6 9 -1 0 1 1N M 41.5 19 9 51 9 1 5 3 6 3 0O L 22.75 21 13 6 -2 1 7 8 0 0 0P J 5 9 13 -35 1 1 13 3 -1 2 1 0Q K 18 43 5 -29 1 0 3 3 2 0 0

8/3/2012

Performance highlightsFname Lname Hours Incidents Inc/hour Net subs Subs/hour Late/MIA MetricA Z 158.75 17 0.107 -44 -0.277 5.00 -5.50B Y 221.75 41 0.185 -11 -0.050 2.00 19.25C X 276.25 93 0.337 -1 -0.004 9.00 50.00D W 178.75 13 0.073 -35 -0.196 3.00 0.50E V 151.25 14 0.093 -16 -0.106 2.00 2.00F U 112.25 37 0.330 -17 -0.151 7.00 10.00G T 62.00 33 0.532 -4 -0.065 20.00 10.50H S 197.75 48 0.243 -6 -0.030 10.00 17.25I R 52.00 26 0.500 -2 -0.038 0.00 17.50J Q 320.25 34 0.106 37 0.116 2.00 39.75K P 129.00 10 0.078 29 0.225 12.00 1.50L O 190.75 20 0.105 4 0.021 2.00 21.50M N 215.75 35 0.162 -67 -0.311 5.00 12.75N M 191.50 28 0.146 47 0.245 4.00 36.75O L 260.75 34 0.130 3 0.012 7.00 22.50P J 160.25 22 0.137 -34 -0.212 13.00 -1.50Q K 247.75 48 0.194 -21 -0.085 2.00 20.50

By Mwtoews [CC-BY-2.5 (http://creativecommons.org/licenses/by/2.5)], via Wikimedia Commons

ToolsWhere do we get the data?

Data sources and analysis

• Ticket tracking reports (FootPrints)• Interactions recorded

• Scheduling notifications (ConPortal, Outlook)• Substitute shifts (via e-mail)• Late or no-show (via e-mail)• Hours worked

• Excel for computation and summary

Questions and discussionWhat more do you want to know?What do you do?

Andrew Lyonsalyons@albany.edu