Service Philosophy & Standards

 

Service Philosophy: "We inspire excellence by showing kindness and delivering exceptional service."

Our service philosophy embodies the essence of fostering a supportive service-first community. "Inspiring excellence" reflects the our commitment to academic and personal growth, empowering students to reach their full potential. "Showing kindness" highlights the importance of compassion and mutual respect, which are core values in creating a nurturing environment where everyone feels valued. "Delivering exceptional service" emphasizes a dedication to not only meet but exceed the needs of students, faculty and staff, all other stakeholders and the broader community, ensuring a high standard of care and support. Together, these principles reinforce the mission of Florida A&M University to cultivate leadership, innovation, and service, while celebrating our rich heritage.

 

 

courteous

 

Be respectful and considerate

  1. Greet students, faculty, and staff with a friendly demeanor.
  2. Address concerns or issues without interrupting or dismissing ideas.
  3. Show appreciation by acknowledging others' contributions in meetings or group settings.


Exhibit patience and kindness

  1. Take the time to explain complex concepts to students or colleagues.
  2. Offer support to others when they are overwhelmed or need help.
  3. Avoid frustration when issues arise and calmly work through solutions.


Actively listen

  1. Focus on the speaker during conversations by maintaining eye contact and not multitasking.
  2. Reflect back on what was said to ensure understanding before responding.
  3. Ask clarifying questions to show engagement and understanding.

responsive
 

Answer questions or requests promptly

  1. Reply to emails or phone inquiries within 24 hours, even if it's just to acknowledge receipt.
  2. Offer alternative contact methods for quicker responses, like scheduling office hours.
  3. Set up automatic email responses during busy times, indicating when a full reply will be provided.


Be helpful and friendly

  1.  Offer guidance to students on where to find university resources (e.g., library, academic advising).
  2. Provide clear, concise answers while maintaining a positive attitude, even in challenging situations.
  3. Greet students and colleagues warmly, offering assistance proactively.

 

Take ownership and follow through

  1.  If you promise to provide information or complete a task, ensure it’s done by the deadline.
  2. Keep track of ongoing projects and provide status updates when needed.
  3. Ensure that student requests or inquiries are forwarded to the appropriate department if you cannot address them.

 

Close the loop (follow up)

  1. Check back with students after resolving an issue to ensure their problem has been fully addressed.
  2. Send a confirmation email after completing a task or providing requested information.
  3. Schedule periodic meetings to monitor ongoing projects and resolve any outstanding issues.
collaborative
 

Work together to accomplish goals

  1. Volunteer to participate in cross-departmental committees or task forces.
  2. Share ideas during collaborative meetings and encourage input from all team members.
  3. Help organize study groups or support networks for students and colleagues working on group projects.
 

Cooperate to resolve problems

  1. Mediate between team members when conflicts arise, focusing on solutions.
  2. Encourage open dialogue and brainstorming when addressing departmental challenges.
  3. Share resources, such as study guides or tools, with colleagues working on similar problems.
 

Communicate within and outside of the organization

  1. Keep your department updated on ongoing projects through regular reports or meetings.
  2. Attend university-wide meetings or events to maintain open lines of communication with other departments.
  3. Reach out to external partners (e.g., alumni, donors) to explore opportunities for collaboration.
 

Keep an eye on strategic priorities

  1. Ensure that department projects align with the university’s long-term goals.
  2. Attend strategic planning sessions or review documents outlining the university’s mission.
  3. Regularly revisit strategic goals to ensure that day-to-day tasks contribute to broader objectives.

professional
 

Demonstrate high-level knowledge of job and university operations

  1. Stay up-to-date with university policies and procedures by attending training sessions or reviewing updates.
  2. Share your expertise with others by leading workshops or mentoring colleagues.
  3. Actively participate in university-wide discussions related to operational improvements.

 

Maintain integrity and demonstrate compliance with policies and procedures

  1. Adhere to ethical guidelines and report any conflicts of interest or violations of university policy.
  2. Ensure student and faculty records are kept confidential in accordance with privacy regulations.
  3. Document all processes and decisions in a transparent and accessible way.

 

Accept accountability for your job responsibilities and actions

  1. Acknowledge mistakes and take corrective action immediately.
  2. Meet deadlines and keep supervisors informed of progress on projects.
  3. Regularly self-assess your work performance and seek feedback for improvement.

 

Pursue continuous improvement opportunities

  1. Attend professional development workshops or courses to enhance skills.
  2. Implement feedback from performance reviews to improve work quality.
  3. Seek out and integrate new technologies or methods to streamline operations.

 

Manage resources efficiently and effectively

  1. Track spending to ensure that your department stays within its budget.
  2. Utilize university resources such as shared databases or facilities to minimize waste.
  3. Ensure students and staff have access to necessary materials without unnecessary duplication or overspending.