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National Council of University Research Administrators. Embracing Chaos, Change, Customer Service, and Compliance . Patrick Medina , Associate Director, University of Wisconsin – Madison Bonniejean Zitske , Managing Officer, University of Wisconsin – Madison . - PowerPoint PPT Presentation
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KEYS TO SUCCESSNCURA Region IV
Spring MeetingApril 27 – 30, 2014
© 2014 National Council of University Research Administrators
National Council of University Research Administrators
Embracing Chaos, Change, Customer
Service, and Compliance
NCURA Region IV Spring MeetingApril 27 – 30, 2014
@ 2014 National Council of University Research Administrators
Patrick Medina, Associate Director, University of Wisconsin – Madison
Bonniejean Zitske, Managing Officer,University of Wisconsin – Madison
NCURA Region IV Spring MeetingApril 27 – 30, 2014
@ 2014 National Council of University Research Administrators
• Deadline driven, pressure packed, highly regulated and constantly changing
• Governmental, institutional, departmental• Major impact on resources (human & fiscal)
• Impacts our processes and procedures• Creates silos • Opportunities
Research Administrative Environment
NCURA Region IV Spring MeetingApril 27 – 30, 2014
@ 2014 National Council of University Research Administrators
• Impact on you and the team – feelings of chaos• Personal stress and anxiety
• Increased responsibilities• Siege mentality (us versus them)• Quality of service is questioned• Non-compliance• More “critical conversations” • Can create silos within silos
Research Administrative Environment: Human Impact
NCURA Region IV Spring MeetingApril 27 – 30, 2014
@ 2014 National Council of University Research Administrators
Silos Within Silos
Director
Post-award Specialist
Sponsored Projects Office
IACUC
eRA
Managers
IRB
Administrative support
Legal Department
Investigator and Study
staff
Departmental Administration
Pre-award Specialist
Finance
Centers and Programs
Development
Corporate Relations
Facilities
NCURA Region IV Spring MeetingApril 27 – 30, 2014
@ 2014 National Council of University Research Administrators
• Research administrators are leaders by default• Service must be investigator focused• Being professional will help you weather the storm
• Speak the truth• Don’t take it personally
• Balance requires integrated teams within the research community – integration begins at home• *Communication & dialog are crucial*
Achieving Balance: Embracing the Truth
NCURA Region IV Spring MeetingApril 27 – 30, 2014
@ 2014 National Council of University Research Administrators
• Everyone is responsible for building an integrated team• Promote a shared purpose, which aligns with the core
values of the institution• Promotes big picture thinking and gives meaning and
understanding• Establish a cross functional dialog, promoting the free
flow of knowledge and meaning• Better decisions, buy-in, breaks down silos
Achieving Balance: Communication & Dialog Within and Across Departments
NCURA Region IV Spring MeetingApril 27 – 30, 2014
@ 2014 National Council of University Research Administrators
• Leadership: Building an integrated team• Encourage open, honest and respectful dialog and debate• Give everyone a voice• Listen• Be honest• Be visible • Stay positive• Bring perspective – share your story (challenges)• Share the opportunities for growth
Achieving Balance: Communication & Dialog within and Across Departments
NCURA Region IV Spring MeetingApril 27 – 30, 2014
@ 2014 National Council of University Research Administrators
Achieving Balance & Controlling the Chaos: The Flexible & Integrated Team
• Understands roles and responsibilities• Team trusts in each other - express feelings/ideas• Team empowered: Takes part in decision making• Helps set goals and develop strategies• Manages change, service demands & compliance
enforcement through continuous creative communication and dialog
NCURA Region IV Spring MeetingApril 27 – 30, 2014
@ 2014 National Council of University Research Administrators
• Team engages in extensive discussions, and everyone gets a chance to contribute
• Debate is considered critical to constructive problem solving and removing obstacles – it’s not personal
• Mistakes are opportunities for growth & development
Achieving Balance & Controlling the Chaos: The Flexible & Integrated Team
NCURA Region IV Spring MeetingApril 27 – 30, 2014
@ 2014 National Council of University Research Administrators
• Creates an atmosphere of respect • Generates a continuing dialog of compliance • Creates an awareness that compliance is not just an after
thought• Once there is a culture of compliance people will do it on
their own• Researchers will view us as part of the research team
rather than outsiders
Bridging the Service/Compliance Gap: Become a member of the Research Team
NCURA Region IV Spring MeetingApril 27 – 30, 2014
@ 2014 National Council of University Research Administrators
• Be professional• You don’t have to know all the answers, just
where to find them• Give the right service the first time/every time• Pursue professional development opportunities• Look the part/talk the part
Bridging the Service/Compliance Gap: Become a member of the Research Team
NCURA Region IV Spring MeetingApril 27 – 30, 2014
@ 2014 National Council of University Research Administrators
• Be Proactive• Orientation for new research team members• Communication network• Create and nurture relationships• If it seems like paperwork, I’ll do it
Bridging the Service/Compliance Gap: Become a member of the Research Team
NCURA Region IV Spring MeetingApril 27 – 30, 2014
@ 2014 National Council of University Research Administrators
• Be Positive• Just say, “You’re right”• Provide knowledge • Educating without teaching or preaching• How often do you talk with your faculty about
compliance?
Bridging the Service/Compliance Gap: Become a member of the Research Team
NCURA Region IV Spring MeetingApril 27 – 30, 2014
@ 2014 National Council of University Research Administrators
• Be Accessible• Be available / Communicate clearly• MBWA - Management by Walking Around• Provide service in a timely manner
Bridging the Service/Compliance Gap: Become a member of the Research Team
NCURA Region IV Spring MeetingApril 27 – 30, 2014
@ 2014 National Council of University Research Administrators
• Considerations• Do you have some responsibility• Know what you are talking about• Know who you are talking to• Know your authority• Have a plan – what do you want?
• “The conversation” - Humility and confidence• Share the facts/story, not your opinion• Ask questions to understand what they did (listen)• Go back to the facts (don’t get mad)• Follow-up plan
Bridged Gap: “Compliance Conversation”
NCURA Region IV Spring MeetingApril 27 – 30, 2014
@ 2014 National Council of University Research Administrators
• The challenges of the environment require an integrated flexible research community
• Integration requires breaking down formal organizational and informal individual barriers through continuous communication and dialog
• It requires a commitment to the institution, to the team and to each other
Balancing Change, Customer Service & Compliance
NCURA Region IV Spring MeetingApril 27 – 30, 2014
@ 2014 National Council of University Research Administrators
Questions or comments?