NAFSA Collegial Conversation: Recruit, Retain, and Reimagine

Introduction

• Host: Marietta Dzemisanova, Executive Director for the Office of Global Initiatives at NJIT
• Date: September 20, 2024
• Focus: Exploring strategies for recruiting and retaining talent in ISSS (International Student and Scholar Services) management.

Panelist Introductions

Allie Meyer

• Managing Director of International Student and Scholar Services at Penn State University
• Supports 11,000 international students across 20 campuses.

Noelle Willica

• Associate Director for International Student Services at Columbia University
• Supports 20,000 international students, with almost 10 years of experience.

Parinaz Zartashti

• Senior Director of Global Programs and Services at San Jose State University
• Manages a team of 14 professional staff and 14 student assistants, supporting 4,500 students.

Pauline Filamoni

• Director for the Center for International Programs and Services at Embry-Riddle.
• Currently an office of one, previously worked at larger institutions.

Key Discussion Points

Recruitment, Onboarding, Management, and Retention

• Balance between recruitment and retention through collaboration and shared responsibility.
• Importance of training and onboarding being a team effort to build relationships and prevent silos.
• Documentation of processes for easy navigation and staff support.

Screening Criteria for New Hires

• Focus on soft skills (customer service, diversity experience) over hard skills (prior experience with F1/J1 advising).
• Emphasis on enthusiasm, empathy, and team fit in hiring decisions.
• Evolving hiring practices - adaptability in the recruitment process is crucial.

Reducing Staff Turnover

• Common reasons for turnover include pay, cost of living, lack of growth opportunities, and burnout.
• Need for flexible HR practices to keep up with changes in the workforce.
• Encouragement of professional and personal development, even if it leads to staff moving on after growth.

Utilizing Student Assistants

• Student assistants can provide valuable work experience and support to ISSS offices.
• They often relate well to peers and can assist with customer-facing tasks.
• Importance of training student assistants to handle common inquiries and tasks to alleviate pressure on full-time staff.

Onboarding and Training Strategies

• Development of onboarding checklists to ensure smooth integration.
• Regular check-ins during the first year to monitor progress and provide support.
• Importance of cultivating partnerships across the campus during onboarding.

Professional Development Opportunities

• Institutions should leverage available budgets for professional development.
• Encouragement for team members to engage with NAFSA resources and internal training opportunities.
• Creating opportunities for networking and mentorship within the field.

Performance Evaluations and Staff Growth

• Integration of personal and professional growth into performance evaluations.
• Regular one-on-one check-ins for goal setting and feedback.
• Connection of goals to institutional strategic aims fosters a sense of belonging and ownership.

Conclusion and Key Takeaways

• Investing in staff growth is essential for retention and success.
• Flexibility and adaptability are key in management practices.
• Emphasizing creativity in resource utilization and professional development opportunities.
• Collaboration and support for the shared goal of helping students grow.
• Encouragement for utilizing the NAFSA network and continuing discussions in ISSS management.