During the course of the Spring semester of 2020 Arapahoe Community College, like every college across America, had to convert their traditional services and instructional delivery methods to an online approach, to support the safety of students, staff, and faculty.
This presented the challenge: with budgets frozen and a reduction in resources, how could they find a creative solution to fill the gap in customer service support and connect with students?
ACC’s Welcome Center and Admissions Department had a combined student employee workforce of 10 students, providing as much as 160 hours of staffing support each week. Student employees provided crucial front-line customer service support by answering phones, responding to general email inquiries, supporting tours, and face-to-face Welcome Center greeting.
When the pandemic hit, limited Admissions & Welcome staff Center were able to transition to work remotely quickly and efficiently but the student employees were unable to do so – leaving the department short by as much as 160 hours per week.