Jennifer Selander re-joins the training team on Monday, September 22. She is not a new employee at the University of Minnesota nor the ASR Training Team. Jenn spent the last two years as a Business Analyst in Student Records. She is looking forward to picking up where she left off and helping out wherever training is needed. Welcome back, Jenn!

Justin Pouliot has accepted the position of Web Team Manager starting on Monday, October 6. Justin started with the University in 2006 and he has been a business analyst in FA-IT since 2011. The leadership he exhibited as a business analyst and his recently completed MS degree in Management and Technology makes this a great move for ASR-IT as well as aligning with Justin's long term career goals.

Kudos (Twin Cities)

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Big congratulations to the Fall 2014 Outstanding Service Award Winners, Aileen Lively (ASR-IT), and Toni Pangborn (OCM). They were among the 12 recipients of this award conferred by OIT. They will be celebrated for their contributions at a banquet next month.

Office of Student Finance

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Twin Cities first day financial aid disbursement total for fall 2014 was $147,691,758, compared to fall 2013 at $145,319,630. The University is capturing the tuition revenue earlier and changing the bill due date to an earlier time seems to have gone relatively smoothly, based on the overall number of complaints and comments received.

Join fellow University of Minnesota students and staff at the 8th annual Student Veterans Appreciation Day on Thursday, November 6, 2014 from 1-3 p.m. at Coffman Memorial Union. This event is free and open to the public.

Graduate Student Services & Progress (GSSP) is undergoing some changes to their staffing and customer service model. These changes will allow GSSP staff to continue to provide exceptional, timely customer service while streamlining points of contact (e.g., walk-in, phone, email).

Effective September 8, GSSP began their new phone answering system, utilizing Auto Call Distribution (ACD) functionality. This allows up to five people to call the main number (612-625-3490) at the same time. If that line is busy, they will will be able to hold to speak to someone on that same line (it won't go to voicemail). Calls will be answered in the order they are received.

Additionally, GSSP will be transitioning out of ServiceNow and into Salesforce. With the transition to Salesforce, there will no longer be "tickets" (incidents) when sending an email to Additionally, all interactions will now be logged on the student or staff members record for historical reference. Inquiries for GSSP should still be sent to

One Stop and the first week of the semester
The first week of the semester proved to be extremely busy for the One Stop staff. In just the first week alone (Sept. 2-5):
2,381 calls were answered (average wait time was 3:46 minutes)
2,310 emails sent

  • 3,077 (STSS One Stop; HelpingU desk; Veterans Services)

  • 193 (St. Paul)

  • 414 (West Bank)

The top 5 CRM categories were:

  • Student account (billing/payment): 698

  • Financial aid (loans): 594

  • Financial aid (packaging): 351

  • Student Accounts (refunds): 192

  • Financial Aid (Disbursement): 115

Rochester Updates (September)

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Our youngest campus continues to plan for the future. The University Board of Regents discussed the first-ever master plan charting the future growth and development of the Rochester campus. The plan would transform part of downtown Rochester into a 10-acre, pedestrian-only campus and weaves the campus into the fabric of downtown Rochester, while creating and maintaining a distinct identity that allows the campus to leverage intellectual and economic resources in Rochester and southeastern Minnesota.

Comings & goings (Morris, September)

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Here is some very exciting news for our campuses: starting September 29, Clare Dingley will be joining the Twin Cities campus as a Business Analyst 1 working on the Academic Advisement implementation. This means Clare will be ending her time at Morris and her role on the FSC as the Morris representative. Additional details about who will take her place at Morris are not available yet. In the weeks ahead there will undoubtedly be more thank you notes and recognition of all Clare contributions, and also many welcomes and introductions. Thank you, Clare, for all your work, and for all the work yet to come!

Kudos (Morris)

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UMM has again been recognized by Washington Monthly for both affordability and social engagement. Of the 386 schools included on the magazine's annual "Best-Bang-for-the-Buck" list, UMM was ranked 1st in Minnesota, 3rd among liberal arts colleges, and 36th overall. In the public-good listings, the campus was ranked 121 out of 246 notable liberal arts colleges.

Morris Updates (September)

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On Monday, September 22, staff from the Twin Cities campus visited Morris to explore the adoption of APLUS for the campus. Tina Falkner, Kurt Lietzau, and Eleanor Pijut met with Jennifer Herrmann, Retention Coordinator & Morris Academic Alert system Administrator; Brenda Boever, Executive Student Personnel Worker, Office of Academic Success; Dr. Bart D. Finzel, Vice Chancellor for Academic Affairs and Dean, along with Morris Master Adviser. Additionally, Tina presented a FERPA workshop for the campus.