This summer, NSSE created a new position – the Campus Liaison – to support NSSE’s participating institutions. The Campus Liaison is responsible for providing excellent customer service to NSSE institutions. In addition to answering client questions and addressing client concerns, the Campus Liaison will be a dependable resource for campus contacts during their NSSE administrations. The Campus Liaison specializes in NSSE customization, recruitment, promotion, reporting, and distribution. Clients can expect consistent, timely, and comprehensive communication and guidance from the Campus Liaison for all their NSSE needs!
Below, current NSSE Campus Liaison Ella Chamis answers anticipated questions regarding the position that may help in further explaining its purpose and potential.
How does your position differ from what NSSE was doing before?
Almost since its inception, NSSE graduate assistants have provided excellent customer service to NSSE’s participating institutions. Six to eight graduate assistants comprised three to four NSSE Teams, each dedicated to a small group of NSSE-participating institutions. Earlier this year, NSSE reassigned its graduate assistants (more on this below) and intentionally developed one position – the NSSE Campus Liaison – to oversee NSSE’s client services.
I am excited to serve as the NSSE Campus Liaison, particularly because of my ongoing relationship with Indiana University’s Center for Postsecondary Research and its projects. I started my doctoral journey as one of the NSSE project services grads before spending the past two years supporting the Faculty Survey of Student Engagement (FSSE) and the College + University Teaching Environment (CUTE) survey as a graduate research assistant.
The NSSE and FSSE surveys have played leading roles in my doctoral education, and I’m fortunate to continue working – now in a full-time capacity – with NSSE-FSSE clients going forward!
How does this aid NSSE in its client services? Why the change?
Switching from several part-time graduate students to one full-time staff member devoted to client services provides consistency and streamlines our client support. With fewer cooks in the kitchen, clients should experience a faster turnaround to their questions and needs. Moreover, clients can build a relationship with the Campus Liaison position. When contacting NSSE, campus contacts will know who is listening and primed to address their concerns.
Why are you particularly the best person to help NSSE through this transition?
Beyond my familiarity with NSSE, I have an extensive background in customer service within higher education. I began my higher education career as an academic advisor before working as a program manager. In the past, I’ve viewed my students, faculty, and parents as my clients! Additionally, I believe in institutional research and assessment and its potential to improve campus climate and student outcomes. Helping institutions collect meaningful data which they then use to make data-informed decisions brings me joy!
How does this best improve graduate assistants’ experiences at NSSE?
The graduate assistants who formerly did a fantastic job supporting NSSE’s clients have moved into research-facing roles. NSSE has assigned graduate assistants to NSSE analysts and staff. The graduate assistants are completing NSSE-related assignments that provide intentional professional development while also receiving intentional mentoring from experts in higher education research. Overall, the Campus Liaison position is a win-win for NSSE’s participating institutions and its graduate students!