Summary

The Student Financial Services division of Georgia State University began a training initiative to address performance gaps of their student-facing counselors and staff. The goals were to improve the quality of recommendations and increase each counselor's knowledge of interdepartmental systems and processes. I provided a comprehensive needs assessment report by developing data collection tools to uncover the reason for gaps in employee performance. A shift in leadership changed the organizational priorities in the middle of the project. However, I was still able to provide recommendations for instructional and non-instructional interventions that could adddress the performance gaps. Click below to view the full report.