FAQs
Q: What is the projected launch date of Niner Central?
A: Late 2017/Early 2018
Q: What services will be included in Niner Central?
A: Specific services have not yet been determined. Initially, areas that are involved in Niner Central are: Financial Aid, Registrar, Student Accounts and Call Center.
Q: Will Niner Central answer all student questions? How about admissions, adult education, veterans services, parking?
A: The goal of Niner Central is to assist students from a more holistic approach, rather than siloed, in the areas of Registrar, Student Accounts and Financial Aid. Admissions, Continuing Ed, Veteran’s Services is not part of Niner Central, however Niner Central staff will be trained to refer students to these services/offices as appropriate.
Q: Who will serve as Director of Niner Central?
A: Kimberly Laney was hired on March 29 to serve as Director. She joins the University with 30 years of experience serving public, private and non-profit organizations. Graduating from UNC Charlotte with a Bachelors degree in Political Science and a Masters degree in Public Administration, Kimberly assisted local government for more than 17 years serving the Budget and Evaluation Office for the City of Charlotte and serving both the City of Charlotte and Mecklenburg County as the Director for CharMeck 311. The CharMeck 311 team of 147 staff managed more than 1.8 million contacts annually in a 24/7 environment providing Charlotte and Mecklenburg County citizens with access to all non-emergency local government services. Kimberly operated as a business owner consulting for more than 10 years specializing in Balanced Scorecard implementation, organizational development, process re-engineering, and most recently conducted program/project and change management for AmerisourceBergen and TIAA.
Q: What will happen to the existing Student Services Call Center in relationship to Niner Central? What will change? Will hours change?
A: The existing Student Services Call Center and staff become part of Niner Central. Existing services provided by Call Center staff will continue. Niner Central hours will be 8:00 to 6:00 Monday through Friday and subject to change at peak times as we evaluate student needs for services.
Q: Will the partner office emails and calls be forwarded to Niner Central?
A: Our plan for Niner Central is to redirect as much Tier 1 and Tier 2 service delivery to the Niner Central staff to allow our partner offices to respond and fulfill more complex Tier 3 services. Services are being reviewed and processes mapped to ensure we design service delivery as effectively as possible for our students and families.
Q: What are you looking for in a Team Lead?
A: Primary duties for Team Leads include serving as the primary point of escalation within Niner Central Specialist team, coaching Specialists on processes and tool utilization, assisting with training delivery, maintaining the knowledge base and identifying opportunities for continuous business process improvement.
Q: What will the office thermometer best set to? The environment in Cone can be very uncomfortable.
A: It is frequently challenging to create an office temperature environment that is comfortable for all employees-especially when the office environment is being modified from an original building design. It is always suggested to dress in layers to create opportunities for being as comfortable as possible and fans will be available as well.