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<\/a>The iCoaches \u2014 staff members who dedicated to transforming the student experience \u2014 posed for a photo in Ottawa House.<\/p><\/div>To create the most positive and memorable student experience, every staff and support team member deserves to be both instructed and empowered, said Dr. Kaye Patten-Wallace, senior vice president for the student experience.<\/P><\/p>\n
\u201cEach member of the UT community has opportunities to interact with students,\u201d she said. \u201cThat\u2019s why training that\u2019s both very specific and widely applicable is so important.\u201d <\/p>\n
Under her direction, the Student Experience Steering Body is adopting a team approach to this training by utilizing service excellence champions called iCoaches \u2014 staff members across UT dedicated to transforming the student experience. <\/p>\n
\u201cThese iCoaches are individuals who participate in one of our seven Student Experience Action Teams. They volunteered to assist with trainings based on specific \u2018Moments of Truth\u2019 identified in the University\u2019s \u2018Imagine 2017\u2019 strategic plan,\u201d said Tony Urbina, director of iCare University.<\/p>\n
These iCoaches are starting with the training of two foundational principles: universal scripting and problem solving. Every frontline department will be trained on these basic yet important principles.<\/p>\n
\u201cIt\u2019s one thing to have a plan in writing, and it\u2019s another thing to execute the plan. The iCoaches truly help to execute that plan,\u201d Urbina said.<\/p>\n
The 25 iCoaches, he explained, provide training for individual departments, offices or programs; the training supports staff and student workers in those areas as they apply the \u201cMoments of Truth\u201d to best serve UT students. These iCoaches completed their training in January and are committed to the vision of a superior student experience.<\/p>\n
The iCoaches also serve as service excellence designees for their adopted areas and will report major concerns or issues to the Office for the Student Experience. Once a month they meet to discuss the progress being made.<\/p>\n
For now, the main focus of the iCoaches is professionalism and problem solving, but down the road there will be different initiatives. Urbina said that what\u2019s most important is taking large concepts and breaking them down to make them easier to execute.<\/p>\n
\u201cWe want to be a university that is known for distinctive service and for really treating people right,\u201d he said. \u201cThat\u2019s the culture that we want to continue to create.\u201d<\/p>\n","protected":false},"excerpt":{"rendered":"
Meet the iCoaches \u2014 staff members dedicated to transforming the student experience.<\/p>\n","protected":false},"author":538,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[7],"tags":[],"aioseo_notices":[],"_links":{"self":[{"href":"https:\/\/news.utoledo.edu\/index.php\/wp-json\/wp\/v2\/posts\/22312"}],"collection":[{"href":"https:\/\/news.utoledo.edu\/index.php\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/news.utoledo.edu\/index.php\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/news.utoledo.edu\/index.php\/wp-json\/wp\/v2\/users\/538"}],"replies":[{"embeddable":true,"href":"https:\/\/news.utoledo.edu\/index.php\/wp-json\/wp\/v2\/comments?post=22312"}],"version-history":[{"count":0,"href":"https:\/\/news.utoledo.edu\/index.php\/wp-json\/wp\/v2\/posts\/22312\/revisions"}],"wp:attachment":[{"href":"https:\/\/news.utoledo.edu\/index.php\/wp-json\/wp\/v2\/media?parent=22312"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/news.utoledo.edu\/index.php\/wp-json\/wp\/v2\/categories?post=22312"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/news.utoledo.edu\/index.php\/wp-json\/wp\/v2\/tags?post=22312"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}