YSU provides students with a sounding board
It's a complaint heard from students on far too many college campuses: No one in a position of authority pays any attention to us. Whether the issue involves academics, finances or something personal, students believe that they're on their own. Too often, they are.
But declining enrollment and a parallel decrease in revenue have forced institutions of higher education to pay more than lip service to the concept that they have to provide customer service. And in order to meet the demands of the customers, universities have had to adopt new ways of providing their services.
Six years ago, the President's Task Force On Student Retention at Youngstown State University issued a report that contained this paragraph: "Various University constituencies must engage in student development and education that promotes respect, harmony, and inclusion of all. By working together to create a sense of community, greater numbers of students will stay in school from matriculation through graduation. That is the challenge and one that Task Force members believe the University can meet."
The task force was created by then President Dr. Leslie Cochran, who made service to students a top priority. Cochran's successor, Dr. David Sweet, also embraces the concept of customer service and been developing initiatives designed to make YSU a more student-friendly campus.
Diplomat: One initiative that is worthy of special mention is the creation of the university ombudsman position. The individual who fills the post -- it appears that Bill Countryman, a well-liked and widely respected administrator, is at the top of the president's list -- will have to be a diplomat, confessor and at times strict parent.
In Dr. Sweet's view, Countryman, who has been university registrar, is ideal for the job. "Everyone that we talked with said Bill is an outstanding example of the kind of person who is very responsive to and concerned with the plight of students, and so I think this would be a good use of his talents," Sweet says.
And getting the right person is important because students need to feel that they are part of the university community. Last fall, an independent consultant told YSU trustees that developing a more welcoming campus environment is essential if the university is to reverse the decline in enrollment that began a decade ago.
Message: By providing students with a sounding board and a link to the administration, faculty and staff, YSU's president is sending a clear message that the customer comes first. A university ombudsman is not a new concept. Kent State University and Ohio University have had such positions since the 1970s.
As Herman Hill, OU ombudsman and president-elect of the University and College Ombuds Association, commented in a story in last Sunday's Vindicator, "To me, it seems like kind of a no-brainer thing to do."
Our sentiments, exactly.