WPUNJ CARES Service Professionalism Program

WPUNJ CARES is a comprehensive program designed by and for our University staff to support student success by providing consistent, accurate, and timely service to prospective and current students, parents, and colleagues.  Staff members from diverse departments participate in a four-module, highly interactive training session where they learn, share, and apply best practices in service professionalism.  They are also provided with useful resources, such as inter-departmental referral slips, and an on-line index to University programs and services that provides staff instant answers about the services offered in other departments and relevant contact persons.  With this information, staff can ensure that they are providing students with accurate information about where and from whom they can receive the help they need. Specific guidelines and expectations are addressed as well as opportunities to respond to challenging service situations.   Trainers emphasize an attitude of professionalism, personal responsibilities, and sincere helpfulness in all interactions.  Finally, a plan for assessing service professionalism in departments is being implemented  by the use of CARES Comment Cards, and guidelines for follow-up and problem resolution are provided.

CARES refers to the key aspects of professionalism in service:

• Comprehension
• Attitude
• Relationship
• Effort, and
• Skills

Students and all internal and external customers are asked to provide feedback by taking the time to fill out Comment Cards and give constructive, accurate feedback about the service they receive in the departments where training has already occurred.   At this time, many of the departments providing direct service to students have received initial training, and managers are working with staff to monitor progress.

Index to Selected Programs and Services

WPUNJ CARES Reference Guide

Training is underway, and soon you will be seeing more signs of what we want everyone to know: that WPUNJ CARES.

Cares Training Program Schedule: