Policies

OFFICE PROTOCOL

  • We will treat our clients with the same level of courtesy, responsiveness, and economic responsibility that we expect from the professionals that we engage and pay.  
  • We will give practical, creative, and responsive advice tailored to our clients' needs.  
  • We will understand our clients’ business with us and their priorities.  At the beginning of each service moment, we will ask the client what they expect of us.  
  • We will understand the students’ and institution’s vision, mission, goals, and objectives. We will understand the stake our students, staff, and faculty have in the matters that we undertake.  
  • Whenever possible, we will visit our partners at their place of business, to learn more about how the institution is able to meet its objectives in this community. 
  • At every appropriate opportunity we will ask, "Is there anything else I can do to assist you?" 
  • We will be experts in the business of the Registrar’s Office and the service we provide to the educational community. We will keep up with changes in legislation, academic policy, and procedures in higher education.  We will seek to develop a reputation as "the best in the business." 
  • We will keep our stakeholders well-informed about the role, policy, and procedures of the Registrar’s Office and the University, including prompt notification of any significant developments. 
  • We will provide the highest level of responsiveness in all that we do. For example, optimally: Voice and e-mail will be responded to within one to three business days.  If we are away, we will provide an option in voice and e-mail to connect to someone who can accurately and promptly relay a message or solve the problem. 
  • We will seek to provide technology solutions to improve communication, reduce costs, and link to our student information systems. 
  • We will listen to our clients and continually seek to act on the feedback we receive. 
  • We will inform our clients how to contact us to address any issue.

Staff Guide to Service and Office Standards

Staff of the Registrar’s Office within Student Affairs are encouraged to: 

  • Cooperate with each other to improve client care. Learn from each other. Treat co-workers with dignity and respect, regardless of department or position. Be respectful of others’ time and be prompt. Be aware that each of us is a client of the other when we approach colleagues to ask questions. 
  • Anticipate the needs of clients—internal and external—to initiate improvements. Suggest changes/improvements that you deem appropriate.  We are the University of Regina to the individual receiving service.  Be proud of our work and organization.  Show interest and enthusiasm in what we do.  Our goal is excellence. 
  • Be kind and courteous.  Smile.  Wear your name tag to add a personal touch to our service.  Take a moment to put clients and others at ease.  Respond to people using their preferred names. Answer queries and provide assistance in a helpful and positive way.  Listen and show empathy.  Ask for clarification when the question or situation is presented as complex, frustrated, and confused.  Utilize the option for personalized business cards or provide the client with a direct way to reach us if they need further information.  Put a smile in your voice.  When you are on the phone, our reputation is on the line.  Sound pleasant.  Respond politely.  Make a point of asking, “Is there anything else I can do to assist you?” 
  • Be helpful. Listen with empathy and understanding.  Take the time to explain clearly to clients.  Make use of meeting rooms to provide more one-on-one personalized service.  Use meeting rooms for sensitive issues. 
  • Respond quickly: Appreciate the value of others’ time. If someone must wait, explain why. 
  • Be lifelong learners.  Take personal initiative to maintain and expand our knowledge base. 
  • Look and interact with others in a business-like manner.  Avoid gossip. Avoid derogatory remarks about clients and staff. Avoid social conversation and discussions about clients in public areas.  Maintain a neat, well-groomed appearance.  Ensure your voice mail is changed according to your work commitments. Ensure your vacation message is activated on your e-mail and voice mail, indicating to whom the message can be forwarded in your absence. Use Group Wise to inform your colleagues when you are not available.  Encourage the use of your generic e-mail accounts (ex. registration@uregina.ca) to all clients. 
  • Maintain the professional appearance of the office.  Do not clutter workstations with unnecessary appliances.  No food at your desk when you are visible to the public; beverages are allowed.  Kitchen area must be neat and clean at all times.  All staff are responsible for cleaning up after themselves and their guests. 
  • Be mindful of the need for privacy and quiet.  Our voices carry and our words have an impact on perceptions.  Use meeting rooms for larger discussions as a courtesy to fellow employees.  Radios are allowed at individual workstations, but at a volume audible only to that workstation.  Use the common hallways within the office; do not walk between the workstations. 
  • Safeguard the security of the office.  Visitor name tags and sign-in/sign-out sheets will be used for all visitors who need access to the secure area of the office.  Ensure visitors enter though the workroom entrance or the front meeting rooms.  Do not use the side doors for visitors.  Do not bring visitors into the office after hours unless authorized to do so. 
  • Our office is a fragrance-free zone.  Please respect that.