Post-Peak Action Plan Update

March 2024

As part of the Post-Peak Action Plan (P-PAP) lifecycle and our commitment to the initiatives
contained within it, we like to provide an update on progress and achievements. The P-PAP is
always available for review in the Student Hubs General channel, and actions are moved to the
‘completed’ tab once concluded. We are in the process of developing new P-PAP actions
following the post-peak survey, focus group, and workshop feedback.

Below is the action item summary update:

Completed Actions:
Item Created Description Comment
Number
1.6 Sem 2 Increase Hub Adviser Completed: With the closure of
2023 numbers at Grafton. Epsom an additional two Hub
Advisers were allocated to Grafton
and across the peak Grafton Hub
Advisers supported Hub Adviser gaps
at other locations.
1.7 Sem 2 Investigate increased Completed: More aligned usage in
2023 functionality in WhenIWork to WhenIWork for scheduling and
better support task completed discovery of increased
management including functionality.
training scheduling.
1.8 Sem 2 Explore and trial planned Completed: Trial of fortnightly Non-
2023 non-contact time for Hub Contact days completed over the
Advisers. peak, now in a review phase.
2.5 Sem 1 Investigate training Completed: Discovery phase
2023 opportunities to support completed, now working in
kaimahi wellbeing, including collaboration with OD and SEC
de-escalation techniques. management to develop a new
training module.
2.6 Sem 2 Develop Fun Committee Completed: Refreshed “Fun
2023 framework for 2024 to clarify Committee” stood up with plans for
both deliverables and staff the year ahead as well as new
time commitments. This initiatives completed over the peak.
includes team bonding and
social events.
2.7 Sem 2 Develop a wellbeing strategy Completed: Strategy pulled together
2023 specific to the Sem 1 2024 initiatives across Fun Committee
peak. initiatives, Non-Contact Days,
approach to pre-peak training.
3.5 Sem 2 Develop a training framework Completed: Training framework in
2023 specifically for Student Hubs place, pilot completed with new
roles. kaimahi.
3.6 Sem 2 Create and deliver a training Completed: Enrolments and pre-
2023 series that covers key topics peak training modules created and
across the Sem1 2024 peak. delivered.
3.7 Sem 2 Propose the creation of a Completed: See context around
2023 training role specific to Hubs. training above (P.2.) for more detail.
3.8 Sem 2 GL-specific training to Completed: pilot across peak, now to
2023 support effectiveness of the be reviewed.
concierge/triage role to
manage queueing during
peak.
3.9 Sem 2 Review and refine 2-week Completed: programme reviewed,
2023 onboarding programme for refined and delivered based on
volume recruitment hires. feedback and learnings.
3.10 Sem 2 Deliver OSC refresher training Completed: training delivered.
2023 specifically covering use of
KBs, templates and topics.
4.8 Sem 1 Represent Hubs and student Completed: fed back through the
2023 voice where possible in project.
programme of work focussed
on enhancing the Tier 0 and 1
customer experience.
4.9 Sem 2 Continue virtual and in- Completed: this has now been
2023 person support with service agreed as BAU with Faculties and
partners, and review Enrolments.
effectiveness at the end of
Sem 1 2024 peak.
4.10 Sem 2 Review floor management of Completed: to be reviewed.
2023 GL in response to survey
feedback from staff. Pilot
improved approaches during
Sem 1 2024 peak.
4.11 Sem 2 Develop and pilot new Completed: Hub Adviser referral
2023 approach at Grafton to process documented on Wiki and
support Assistants and available for all sites.
Seniors to access Hub
Adviser support outside of
Hub Adviser work hours.
4.13 Sem 2 Shift KPI focus toward team Completed: Sem 1 2024 Peak Goal
2023 targets regarding queue-level stood up. To be reviewed and
response time goals. progress shared.
Measure and review
effectiveness of changed
approach across Sem1 2024
peak.
4.15 Sem 2 Actively contribute to the Completed: Active contribution to
2023 Customer Profile Page CPP project. Improvements to CPP
improvement project to underway with new UI set to be
support increased released in Q2.
functionality for frontline
staff.
5.1 Sem 2 Implement revised peak Completed: Semester One Peak
2023 newsletter plan to facilitate newsletter topics plan executed.
‘just in time’ information
sharing within Student Hubs,
intend to provide key
information at the time of
need.
5.2 Sem 2 Trial new approach for Completed: Chat now BAU.
2023 Helpline channel,
implementing a chat to
support staff Q&A.

Roadblocked Actions:
Item Created Description Comment
Number
4.12 Sem 2 Review timing of online Unable to be progressed due to
2023 appointment availability to changes with Hub Adviser staffing.
better support staff workflow
across peak.

Ongoing Actions:
Item Created Description Comment
Number
4.6 Sem 1 Review and refine Student Hubs Ongoing project looking to adapt Wiki
2023 Escalations framework. page to reflect kaimahi need.
4.7 Sem 1 Review all web and KB content Hub Advisers have reviewed content
2023 that includes the phrasing “for with decisions to be passed on to
more information visit your Content Curation team.
nearest Student Hub” to ensure
that this is only included in web
content where we can add
value.
4.14 Sem 2 Explore new software options to Ongoing as part of UX
2023 support improvement of discovery/findings.
student queueing experience.