Description. Award Categories. Customer Service. Engagement

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Aldous Jacobs
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1 Description The Rowan Recognition program recognizes and rewards faculty and staff for work and behaviors that support the mission, goals, values and initiatives of Rowan University. The work and behavior must be considered above and beyond the day to day responsibilities of the Rowan community member. Award Categories The following award categories were taken from the presentation given by Dr. Houshmand in April of 2013 ( The recognition sub- committee of the Strategic Planning Council has made recognition recommendations for six of the values that were cited in the original presentation. These values and their definitions include: Customer Service Customer Service is a series of activities performed by the University intended to improve the level of customer satisfaction. Customer service is critical to maintaining ongoing positive relationships with customers. At Rowan, a customer service orientation means that we focus on positively impacting our students overall educational experience and our internal and external stakeholders interactions with University offices and programs. Ways in which faculty and staff can demonstrate customer service include the following: Deliver courteous and prompt service Take personal responsibility for resolving customer concerns Strive to exceed customer expectations Anticipate the needs of those we serve and offer proactive and flexible solutions Value constant improvement by measuring and tracking customer satisfaction Create strategies to help serve customers more effectively Values the importance of delivering high quality service to both internal and external customers Engagement Employee engagement is a workplace approach designed to ensure that employees are committed to the University s goals and values, motivated to contribute to the University s success, while enhancing their own sense of well-being. In designing a workplace where employees feel inspired by the work they do and the mission of the University, the University must implement practices which attract talented employees, support those employees, and enable their learning and development. In such an environment, employees will be more effective, innovative, and strive for continuous improvement. Employee engagement efforts can take the following forms: Provide opportunities for Rowan employees (Faculty, Staff, & Administrators) to contribute to the University in meaningful ways that help to foster collegiality, responsiveness, and trust Design opportunities for the University community to participate in conversations regarding the University s progress, decision making, goals, and outcomes Establish avenues and means of dialogue that translate into employees, students, and 1 P age

2 alumni feeling valued and appreciated. Demonstrate an appreciation of the ideas of students; establish holistic communication mechanisms and opportunities for students to contribute to and support the four pillars of the institution. Communicates the mission and vision of Rowan University to others and encourages involvement Reflects Rowan University s vision and values through action Entrepreneurship Entrepreneurs are organizational leaders who are willing to take risk and exercise initiative. An entrepreneur generates new ideas and business practices. The entrepreneur takes advantage of market opportunities by planning, organizing, and employing available resources often to create new products and/or services or to improve existing products and/or services. Entrepreneurs identify a need in the market, in the University, or in their department and develop strategies designed to fill that need. Entrepreneurship may be demonstrated by employees at all levels of the University in the following ways: Participate in collaborative problem-solving, breaking down boundaries and/or creating new relationships to improve the way work gets done Embrace change as an opportunity for growth and innovation Plan and implement strategies that are in the best interests of the University Take a proactive and innovative approach toward finding sustainable solutions to University challenges Demonstrate a high degree of financial responsibility coupled with sound judgment Inclusivity Inclusivity is what ties varied individuals together into a cohesive and productive whole. Inclusivity means working to create an environment in which University employees share a sense of belonging, mutual respect, being valued for who they are, and being supported by others in the University so that each employee can perform his or her best work. Rowan University employees can demonstrate inclusivity through the following acts: Promote an inclusive workplace by inviting diverse viewpoints, encouraging collaboration, and modeling appreciation and respect towards colleagues Embrace the importance of cultural sensitivity in the workplace: actively work to resolve conflicts due to cultural differences Help Rowan University engage and retain students, alumni and employees by ensuring all individuals and groups are represented and included, leveraging differences for a more effective, innovative and productive University Examine existing practices, policies and systems for unintended and/or historic bias, and work to broaden these structures to reflect multiple perspectives Shows respect for the feelings and opinions of others 2 P age

3 Student-Centeredness Student-centeredness means providing programs, services, and learning strategies focused on each student's interests, abilities, and learning styles. This philosophy acknowledges the student s voice as central to the learning experience for every learner and refers to a wide variety of educational programs, learning experiences, instructional approaches, and academic and programmatic supports that are intended to address the distinct learning needs, interests, aspirations, and cultural backgrounds of individual students and groups of students. Student-centered approaches include the following: Provide optimal learning experiences and services that lead to student success Commitment to a safe environment where students feel comfortable to learn and grow and enjoy their university experience Empower our students to take responsibility for their academic work, social life and career development. Promote an institutional culture that engenders a caring and supportive environment that helps each individual student feel valued. Serve as an avenue of communication and information for prospective students Help students develop by investing time and effort in coaching and/or mentoring Teamwork (one award for a team and another award for an individual who is a great team player) Teamwork is work accomplished by either one individual who exemplifies being a great team player or several individuals who each perform a role but understand that the efficiency of the whole and accomplishment of the team is more significant than that of the individual role. Teamwork can involve one employee or two or more employees, faculty, or staff with complementary backgrounds and skills who share common goals and work in a coordinated fashion in assessing a situation, planning a solution, or resolving a problem. Teamwork at Rowan may be demonstrated through the following: A commitment to common goals based on open and honest communication while showing respect, concern and support for each other Significant changes, modifications, or approaches that measurably improve work productivity, efficiency and quality Developing an innovative process or procedure that measurably impacts the University community in a positive manner Achievement of measurable improvement in interactions with all customers Proactively seek out different perspectives, breaking down silos and communicating the why behind decisions Recognition of each member s contribution to the team Values team success over individual success 3 P age

4 Appendix-Individual Nomination Form Nominee s Information Name: Title/Position: Department: /Phone extension Nominator s Information Name: Department: Title/Position: /Phone extension: Signature: Which Rowan Value has been exemplified by the Nominee? (Please enter one value in the box provided) Customer Service Engagement Entrepreneurship Inclusivity Student Centeredness Teamwork 4 P age

5 Please answer the following questions: 1. Please provide some background information that gives the committee an understanding of why the individual is being nominated. If possible, briefly describe the nominee s position and general job responsibilities. Why is the individual s achievement significant and deserving of recognition? Is there an issue, problem or situation that the individual successfully addressed? How did this individual go above and beyond their typical responsibilities? 5 P age

6 2. Explain how this accomplishment relates to the value for which the individual was nominated. For example, how does this accomplishment exemplify (customer service, engagement, entrepreneurship, inclusivity, student centeredness, teamwork)? Describe collaborative efforts with other disciplines/departments. How was leadership and/or teamwork exemplified? 6 P age

7 3. What were the results of the achievement? What impact does the contribution/achievement have on a department and or the University? How does the Rowan community benefit? How did the contribution/achievement improve service quality and or efficiency? 7 P age

8 Statements of Support Statements of support from colleagues, clients, students, alumni and other members of the Rowan community can strengthen a nomination significantly. The committee will accept up to three statements of support for each nomination. 8 P age

9 Appendix-Team Nomination Form Nominee s Information Team Name: Individual Team Members Names: Title/Positions: Department(s): /Phone extensions: Nominator s Information Name: Department: Title/Position: /Phone extension: Signature: Which Rowan Value has been exemplified by the Team? (Please enter one value in the box provided) Customer Service Engagement Entrepreneurship Inclusivity Student Centeredness Teamwork 9 P age

10 Please answer the following questions: 1. Please provide some background information that gives the committee an understanding of why the team is being nominated. If possible, briefly describe the team s role and general job responsibilities. Why is the team s achievement significant and deserving of recognition? Is there an issue, problem or situation that the team successfully addressed? How did this team go above and beyond their typical responsibilities? 10 P age

11 2. Explain how this accomplishment relates to the value for which the team was nominated. For example, how does this accomplishment exemplify (customer service, engagement, entrepreneurship, inclusivity, student centeredness, teamwork)? Describe collaborative efforts with other disciplines/departments. How was leadership and/or teamwork exemplified? 11 P age

12 3. What were the results of the achievement? What impact does the contribution/achievement have on a department and or the University? How does the Rowan community benefit? How did the contribution/achievement improve service quality and or efficiency? 12 P age

13 Statements of Support Statements of support from colleagues, clients, students, alumni and other members of the Rowan community can strengthen a nomination significantly. The committee will accept up to three statements of support for each nomination. 13 P age

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