Maryville’s new “Solution Squad” is a highly accessible and innovative team of mobile student services representatives that assists students on the spot with a variety of tasks and questions. Squad members are available in the dining hall, at the campus Starbucks, in academic building lobbies and the library as well as other high-traffic locations.
The Solution Squad is part of Maryville’s new Division of Operational Excellence and marks a revolution in higher education in the delivery of streamlined student services.
“The Division of Operational Excellence is one of the most transformational initiatives we have implemented at Maryville,” say Stephanie Elfrink, EdD, ’04, ’14, director the Division. “It will improve service, save money and automate processes.”
The Division’s work is operational and digital in nature, she says, supporting students via phone, email, Live Chat and in Maryville’s online student community. As part of this effort, about a dozen Solution Squad members are deployed in popular campus areas to provide in-person support and services, primarily in the areas of financial aid, student accounts and registrar services.
Support services are also provided in Maryville’s Visitor Center in Gander Hall, a new high-tech space where prospective students check in for visits and meet with admissions representatives. While they wait, visitors can explore Maryville and the St. Louis region via state-of-the-art technology showcasing videos and photography.
“Our students are the most important clients we serve,” Elfrink says. “The Division of Operational Excellence and the Solution Squad will only improve our service to them and make administrative tasks easier for them.”