WINTER 2021 - Residential and Hospitality Services
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WINTER 2021 A publication of The Division of Residential and Hospitality Services at Michigan State
HOW TO PROTECT ENSURING THE HEALTH AND SAFETY OF
OUR COMMUNITY
YOURSELF FROM NOVEL A MESSAGE FROM THE SENIOR VICE PRESIDENT FOR AUXILIARY ENTERPRISES
CORONAVIRUS “OUR HOUSING AND DINING TEAM WORKS HARD TO
ENSURE THE HEALTH AND SAFETY OF OUR COMMUNITY
(COVID-19)
AS WE MAKE CONSIDERATIONS FOR THE FUTURE.”
As with all illnesses, it is
important to remember to:
• Wash hands often with soap and water.
• Avoid touching your eyes, nose or mouth. In our last issue of Serving State, are online, with few exceptions. We the university’s strategic planning
• Stay home and avoid close contact with others while sick. I noted that we were not just
entering a new year, but a new
have consolidated our residential
communities, placed students in
committees. The strategic planning
committees are a bit different, but
• Cover your mouth/nose with a tissue or sleeve when decade; that we had a fresh
opportunity to dedicate our
rooms by themselves and modified
our dining services to fit the needs of
the statement remains accurate.
It’s a true testament to everything
coughing or sneezing. efforts to creating and delivering
unequalled experiences, products
those communities. Students are not
able to truly experience the social
we do.
• Clean your doorknobs and light switches with disinfectant and services to the students and
many guests of Michigan State
benefits of being on campus, and the
energy on campus has not been the
wipes frequently. University. I had no idea at the time,
just how unequalled they would be.
same without our extended family
of 14,000. We miss all the students
Residential and Hospitality who were not able to live with us
Services seeks to provide an this school year.
MSU will continue to support our Spartan community. environment that is maximally This issue of Serving State
conducive to the learning process looks at the ways our division has
of students. On-campus residents approached the challenges brought
are at the center of all MSU has to on by the coronavirus pandemic
Vennie Gore
For more information and support services, offer: academic support, health
resources, award-winning dining
and intends to embrace the future
with the same flexibility and
Senior Vice President for
Auxiliary Enterprises
visit msu.edu/together-we-will.
facilities, recreational activities, determination we’ve displayed thus
student organizations, leadership far. Our housing and dining team
opportunities, friends and fun. works hard to ensure the health and
Many of those central resources safety of our community as we make
have been altered, moved online or considerations for the future.
closed until it’s safe to open again. I said this at the beginning of the
This past year’s Spartan year, and I’ll say it again: RHS is
experience has been far from seen as thought leaders in strategy
typical, and it has not been easy. on campus, so much so that many of
Currently, all undergraduate classes our team members are serving on
SERVING STATE | WINTER 2021 3
CONTENTS
IN THIS ISSUE
DIVISION OF RESIDENTIAL
LETTER FROM LEADERSHIP AND HOSPITALITY SERVICES
To our campus partners, Auxiliary Enterprises
Culinary Services
Residence Education and Housing Services
We are all in an incredibly unique position, working to
rhs.msu.edu
meet the needs of our Spartan community in new and
extraordinary ways. Your efforts to come together and
3 ENSURING THE HEALTH
Serving State is an online publication for
support our division, specifically, have not gone unnoticed. guests and partners of the Division of
Without your willingness to help us meet our financial
obligations, we would not be able to do what we do best:
Residential and Hospitality Services at
Michigan State University. Our goal is to share AND SAFETY OF
care for our students. Your support has afforded us the divisional news and initiatives with Team MSU.
OUR COMMUNITY
ability to focus on student success and safety, with less
Serving State is produced by the Residential
and Hospitality Services Creative Services A MESSAGE FROM SVPAE VENNIE GORE
concern for finances. Team, 550 S. Harrison Road, Michigan State
There is nothing quite like a global pandemic to bring University, 517-353-1694.
clarity to what’s important. Spartans are a resilient, Editors 4 LETTER FROM RHS
tenacious sort. They can see the bigger picture, the cogs in
the machine. The real game changers – like you – realize
Casey Bye, Ilene Davis
Design & Layout
LEADERSHIP
MSU is a united community, backing our Spartans as they Elizabeth Ayres, Linda Beach, Libby Singh
seek to make an impact on the world. You’ve shown true
Spartan spirit; we truly could not do this without you.
Contributing Writers
Leah Ball, Bethany Balks, Casey Bye, Ilene
7 AUXILIARY ENTERPRISES’
Your optimistic, responsive approaches through the initial Davis, Priscilla El-Achkar, Destiny Kanning,
Chelsey Eimer Mason
RESPONSE TO
stages of the crisis and into our first semester have been
inspiring. Because of you, RHS is able to provide housing THE PANDEMIC
and dining for our students who need it most. It means a
lot to people – our students, their families, and our MSU
community – to know they can rely on the dedicated staff 15 RESIDENCE EDUCATION
at MSU. And it means a lot to us to know we can depend on AND HOUSING SERVICES’
you. There aren’t enough words to describe how grateful
we are. RESPONSE TO
This past year has been different in many ways. It will not THE PANDEMIC
be an easy road. But moving forward, we have the right
balance of supporting an engaged, connected experience
for all Spartans while also keeping our community safe. 23 CULINARY SERVICES’
Together, we will. RESPONSE TO
THE PANDEMIC
Warmest Regards,
Vennie Gore, Senior Vice President for Auxiliary Enterprises
Dr. Tariq Abdelhamid, Chief Lean Enterprise Officer
Diane Barker, Chief Planning and Projects Officer
Kat Cooper, Chief Communications Officer
Ray Gasser, Executive Director of Residence Education and
Housing Services
Kelly High McCord, Interim Director of RHS
Human Resources
Denise Ngubeni, Interim Director of Digital Strategies
and Services
Bob Patterson, Chief Financial Officer
Rebecca Selesky, Executive Director of Culinary Services
Photos courtesy of University Communications.
4 SERVING STATE | WINTER 2021 SERVING STATE | WINTER 2021 5
AUXILIARY ENTERPRISES’
RESPONSE TO THE PANDEMIC
The novel coronavirus has not been kind to the hospitality industry, nor the university housing
system. As the university transitioned to remote learning last spring, team members across
Auxiliary Enterprises (AE) and, subsequently, the Division of Residential and Hospitality
Services (RHS) made quick efforts to come together and work gracefully through each
challenge. Team members had to make several adjustments in 2020 to maintain the level of
service and care students and guests are used to.
One major adjustment due to the (DSS), of which Denise Ngubeni Senior Vice President (SVP) Gore
coronavirus has been the separation is the interim director. served on the COVID-19 Reopening
of Spartan Hospitality Group (SHG). • Dr. Tariq Abdelhamid took on Campus Task Force and led the
With Director Joel Heberlein’s leadership of the new Lean Residential Learning and Living
retirement July 1 and continued Enterprise and Assessment Subcommittee. While serving the
closure of most SHG units, Unit, which combined the RHS greater university community, SVP
responsibilities were reallocated Assessment Office and Lean Gore also wrote monthly blog posts
throughout the division. These Performance Unit. to encourage the team, recorded
changes, among others, have taken In early May, RHS established six several videos to engage the team,
place since March: task forces, also called Look Ahead and hosted weekly town halls to
• Kellogg Hotel & Conference Planning Teams (LAPTs), to plan educate and learn from the team.
Center, Kellogg Catering and the for a divisional COVID-19 recovery His continued commitment to the
State Room Restaurant report to phase. SVP Vennie Gore and RHS needs of RHS enabled units to do
Culinary Services (CS). Chief Lean Enterprise Officer Tariq what they do best.
• The MSU Alumni Memorial Abdelhamid created six strategy RHS Health and Safety worked
Chapel reports to Residence documents with multiple “mission hard to help guide RHS through
Education and Housing commands,” or statements, these unprecedented times.
Services (REHS). summarizing the intended end goal The team met daily with RHS
• Strategic Innovation and Lean (e.g., back-to-work safety protocols; Leadership to determine strategic
Performance Manager Kelly on-boarding and training for new steps forward. They worked closely
High McCord became the and returning staff). Each LAPT with RHS Leadership, RHS Human
interim director for RHS brainstormed ways in which RHS Resources (HR), MSU Police and
Human Resources. could work toward and ultimately MSU HR to interpret the various
• The Auxiliary Sports Group achieve each mission command. coronavirus executive orders and
was formed, comprised of the These carefully reviewed plans university directives and what they
Breslin Student Events Center, then went to RHS Leadership for meant for RHS.
Forest Akers Golf Courses, MSU feedback and approval. Approved The Planning and Projects (PPO)
Tennis Center, and Spartan plans for fall 2020 were then put team assisted RHS in developing a
Spirit Shops. into action by new LAPTs. Housing Consolidation Plan and the
• Project Manager in the SVPAE In August, MSU President Stanley Residence Education and Housing
Office Dr. Erin Carter accepted announced that effective Sept. 28, Services (REHS) Critical Path, a
leadership for the Space the Division of Student Affairs and planning tool that allowed REHS
Management committee Services (SAS) would report to Vice to have a strategy for cleaning and
and membership to President for Auxiliary Enterprises performing maintenance for the
university committees as Vennie Gore on a temporary basis. residence halls and apartments.
an RHS representative. Gore’s role was then elevated to that Additionally, PPO put together
• Information Services became of Senior Vice President to reflect his an RHS Facility Action & Support
AE Digital Strategy and Services level of responsibility and impact. Tactics (FAST) guide, which
SERVING STATE | WINTER 2021 7
AUXILIARY ENTERPRISES/RESIDENTIAL AND HOSPITALITY SERVICES UNITS
provided information on facilities resources with facilities’ needs for Engagement Centers, MSU Police
actions and tactics needed while crews to clean student rooms. The and more. COMMUNICATIONS HUMAN RESOURCES LEAN ENTERPRISE AND
residence halls are in low-occupancy Staffing Services team participated Despite the revenue loss, the The Communications team within Interactions within the Human ASSESSMENT UNIT
mode and when units reopen. These in virtual New Student Orientation RHS team helped reduce operating RHS and Auxiliary Enterprises Resources (HR) department In June 2020, the Lean
strategic plans and documents to promote RHS student positions. expenses by reducing and managing serves as brand managers, internal have completely changed due to Performance Unit (LPU) and the
helped to increase efficiency and The Training and Organizational variable costs such as labor, travel, communications experts, media the COVID-19 outbreak. Having Assessment Office merged into
lower costs. The PPO team also Development team worked to supplies, food and other expenses. relations, crisis management, social to consider virtual interviews what is now known as the Lean
helped to develop, implement and connect team members with campus To preserve financial viability media managers and writers for the and recruitment fairs, assessing Enterprise and Assessment Unit.
lead the RHS COVID-19 Response resources, including the Employee moving forward, RHS will expense division. To keep the community which training and development Before the merge, LPU developed
Hotline. The hotline serves as a Assistance Program and the Work agreement renegotiations, plant engaged during this virtual sessions can be effectively hosted a framework asking three main
resource for on-campus residents in Life Office, as well as look at creative cash spending reductions and learning season, the members of online, and compassionately high-level questions regarding
isolation and quarantine housing. ways to conduct core RHS trainings operating expense cuts. Communications host town hall addressing concerns about safety performance excellence. A
Residents can call to ask questions, online. The team also conducted Communications and Creative meetings over video and post them has caused the department to main question asked by LPU for
request transportation, and get “walkabouts,” to check on team Services worked alongside to the RHS internal website. When it rethink how everything is done. business, customer service and
connected with resources. In members’ well-being and to ensure University Communications to comes to communications, listening Some HR meetings are required goods production operations is
addition, the team uses the texting their needs were being met as well ensure students, guests and team is more important than talking. The to be on-site, while others are “Are we doing the right things
platform “KIPSU” to initiate contact as contacted team members on members were consistently made Communications team is focusing done through Microsoft Teams. right the first time?” When
with residents and check-in with furlough to check in and to share aware of new policies, while also on taking care of people during The department is trying to stay the COVID-19 pandemic hit,
them during their stay. information on divisional updates. building a sense of community this time by providing them with nimble and respond to changes LPU shifted focus to assist in
The Lean Enterprise and The coronavirus pandemic with Spartans. Digital Strategy and timely two-way communication in the moment. HR continues engineering and advancing
Assessment Unit surveyed team put the division in an incredibly Services created new processes to with leadership and helping to working to support the divisional renewal, reshaping, innovation,
members regarding their precarious financial stance. In April, make certain team members have keep rumors under control. The principles it has held since the and reinvention efforts. In May
comfortability returning to the approximately $11.83 million was the equipment and support they Communications team has also been beginning of the pandemic and 2020, RHS began to plan for a
workplace and what support they credited/refunded to students living need in their new remote spending more time on social media will continue to uphold divisional COVID-19 business reshaping
might need while working remotely. in residence halls and on-campus working environment. as a response to the pandemic, values. HR wants to show care phase by establishing six
The division’s assessment officer also apartments who moved out by the All the work by AE and RHS as this is where people have been and concern for team members, Managerial Look Ahead Planning
served on various LAPTs to discern April 12 refund deadline. The MSU support units has been important to expressing their needs and struggles work well with the labor unions Teams (LAPTs). The planning
what team members needed to feel announcement Aug. 18 to move the short- and long-term success during these times. The team uses and support the division in any was a result of an adaptation of
physically and psychologically safe. undergraduate learning online for of RHS. social media to moderate parent way possible. a Lean Thinking process called
Many concerns revolved around fall 2020 reduced the residence Facebook pages, share mental the Hoshin Kanri process. This
job security. hall house count to roughly 1,400, health and social connections, and STRATEGIC INTEGRATION process guided the strategic
From helping team members causing RHS operating revenues to more. Among themselves, the team GROUP crisis planning effort. The
understand their leave options to be $15 million, down 88% from the holds meetings to stay engaged Assessment Office worked to
Members of the Strategic
helping units adjusting their $135 million in revenues in 2019. and uses a daily check-in thread oversee departmental assessment
Integration Group have been
staffing needs, HR worked Nearly all summer 2020 events to chat throughout the workday. plans, conduct a large number of
focused on coordination of IT
tirelessly and consistently engaged were cancelled, including the Boy In an effort to prevent furlough of surveys, and work with units to
efforts and projects for RHS units
with RHS Leadership to keep as Scouts of America National Order members from the Creative Services make meaning of the data they
throughout the pandemic. This
many team members working as of the Arrow Conference set for (graphic design and writing) team, collect and the experiences of
includes coordination of the
possible. Unfortunately, due to early August. Thankfully, Forest the unit is providing value to other RHS team members, students/
mobile ordering implementation
impacts of COVID-19, furloughs Akers stayed open throughout the on-campus departments outside of residents, and guests. By
for dining operations, a phone
were unavoidable. summer, bringing in over $460,000 RHS by offering its marketing and using data visualization and
system upgrade for Kellogg
During this difficult period, the in revenue for July and August. communications services. quantitative analysis, the unit
Hotel & Conference Center, and
Employee Relations team focused However, this still hasn’t been helped departments make
planning and coordination for
on ensuring that processes adhered enough to tip the scales. data-informed decisions. Now,
Zoom room installations at Brody
to union agreements in both Significant cuts were made, and the two units work together to
Hall and 1855 Place..
furloughing and returning team more will have to follow. In addition use data assessments for tasks
members as well as in processing to some full-time team members such as the LAPTs.
Emergency Paid Sick Leave being furloughed, some campus
applications. The HR managers were partners were asked to help reduce
busy matching up available Culinary RHS’ fixed expenses, including
and Spartan Hospitality labor utilities, CATA, the Neighborhood
8 SERVING STATE | WINTER 2021 SERVING STATE | WINTER 2021 9
AUXILIARY ENTERPRISES/RESIDENTIAL AND HOSPITALITY SERVICES UNITS AUXILIARY ENTERPRISES/RESIDENTIAL AND HOSPITALITY SERVICES UNITS
BUSINESS AND FINANCIAL AUXILIARY ENTERPRISES SPARTAN SPIRIT SHOPS MSU TENNIS CENTER SOLUTIONS ENGINEERING FOREST AKERS GOLF
SERVICES Auxiliary Enterprises (AE) is The Spartan Spirit Shops (SSS) The MSU Tennis Center provides AND LEADERSHIP COURSES
Residential student retention involved in a variety of strategic throughout MSU’s campus, students, staff, and the entire The number one method the The Forest Akers Golf Courses act as
and repeat customer business are projects and efforts that impact the which supply students, staff and Lansing community with Solutions Engineering and an excellent source of physical fitness
the keys to financial success. For student experience in both direct other MSU enthusiasts with all full- service tennis programs Leadership team uses to stay and as a destination for local and
RHS, even during the pandemic, and indirect ways. Situations with the essential pieces of Spartan and services. The Tennis Center engaged is a daily “lineup” MSU communities to gather within a
the goal of fiscal responsibility direct impact include requests to merchandise, have taken great is also the home and training meeting via Microsoft Teams. safe environment. The courses are an
is to support RHS’ mission of the RHS Space Committee that steps toward maintaining the ground for the MSU Men’s and Normally, the team would available resource to all members of
delivering outstanding Spartan relate to student spaces within health and safety of customers Women’s tennis teams. The facility gather in person each morning the MSU community, and the facility
experiences to students, guests RHS facilities. Additionally, a as well as student team members has also partnered with several and share what each member itself acts as a source of employment
and customers. Within that second-year live-on reinstatement and other active team members, university departments as well as had planned to work on that for students within and around
goal, remaining financially will modify expectations for placing emphasis on keeping local high schools and organizations day. There have been hundreds campus. In cooperation with the
viable is critical. RHS has three on-campus living for students. up to date with COVID-19 to provide a high-quality tennis of tweaks made quickly by the First Tee of Mid-Michigan, a national
specific financial objectives to The larger strategic projects restrictions and regulations, experience offering court time, Solutions Engineering and organization that educates children
be achieved through net income and campus committees related all while continuing to provide instructional clinics and cardio Leadership team for websites and on strong character building, Forest
from operations: 1) to pay debt to projects and decisions that the best services and products workout opportunities. products to keep things moving Akers offers courses that encourage
service costs; 2) provide just-in- impact the campus broadly and for its wide range of customers. After being closed due to the for the division as the team flexes the use of their core values through
time maintenance funds for repairs multiple stakeholders, including An example of such efforts can pandemic, the MSU Tennis Center and bends to accommodate the golf. The facility also furthers its
and improvements; 3) maintain students. For example, campus be seen by the program-based reopened and was approved to new and ever-changing reality. community engagement within MSU
an adequate reserve balance to art installations, constructions/ changes made to the SSS online provide its instructional services Some of the bigger changes by working alongside the Kinesiology
address unforeseen emergencies. infrastructure improvements store, allowing ease of use and at the campus outdoor courts include moving MSU Bakers and department to host golf classes that
For the RHS Business and Financial to the campus environment or overall better performance on Wilson Rd. Strict COVID-19 Spartan Spirit Shop to a new (and incorporate the skills of a successful
Services (BFS) department, fiscal community partnerships. Some of the webpage, effectively protocols were put in place to ensure improved) e-Commerce platform golfer with professional career
responsibility entails operating projects have been adjusted due adapting to one of the many the health and safety of guests and migrating RHS’ internal development through the sport.
within RHS’ means, using financial to the COVID-19 pandemic, such challenges of the pandemic. SSS and team members. The clinics website, MyRHS, to a newer Unfortunately, due to the ongoing
resources wisely, and making as the redevelopment of Spartan has also continued its holiday were extremely well received. In version of SharePoint. pandemic, many group events hosted
financial decisions in an open Village and Crescent Road. The celebrations, such as the holiday late October, the Tennis Center by Forest Akers were cancelled this
and transparent way. Adherence MSU Strategic Plan effort has also bear promotion, as well as the received approval to reopen indoor TECHNOLOGY SUPPORT season. Nonetheless, the Forest
to the MSU Manual of Business delayed and adjusted the timing of introduction of seasonal face operations. A phased approach was Akers team has made an effort to
In addition to providing regular
Procedures is a primary goal of the feedback collection and committee coverings. One of the biggest taken to fully reopen to the public reconnect with the MSU community
tech support, the Technology
BFS and provides proper university work. These efforts persist, albeit adjustments for SSS came in as the priority continues to be the by implementing the necessary
Support team has been
business procedures and fiscal at a different cadence. relation to the shift from health and safety of all guests and physical distancing measures and
supporting all work-from-home
oversight. Additionally, preparation in-person to virtual graduation the community. by taking full advantage of the
staff via provision of technology
of timely and accurate budgets, TRANSACTION ceremonies. Lockdowns started Even though tennis as a sport, outdoor aspect of the sport. Forest
hardware, including laptops,
forecasts, billings/collections/ MANAGEMENT just as the majority of 8,494 which is naturally physically Akers has also encouraged the
monitors and webcams, ticket
payment transactions, monthly spring graduates were set to distanced, the MSU Tennis Center use of online payments and the
The Transaction Management work to keep them operational,
account reconciliations and get their graduation regalia. is taking all necessary precaution: elimination of the use of touch
team has been busy getting the the Eat at State mobile ordering
financial statements are provided Cap and gown rentals had to requiring masks at all times, points such as bunker rakes and
mobile ordering application project, Windows 1709-1909,
to assist decision making and be refunded, and new regalia staggering court rental times, ball washers, both of which have
working correctly to meet the and Office 365 projects. There is
provide essential information as packages were created. Students keeping everyone properly distanced been very positively received by the
dining needs of residential also a support box located at the
the unit works together to keep the and their families reached out on the court, and regularly cleaning community and customers. Despite
students more efficiently. It has 1855 Place welcome desk.
division financially afloat during for assistance and information and sanitizing of all high-touch the challenges it faced this year,
also been busy processing Amidst the pandemic, the
the pandemic. on how to celebrate their points within the building. Even Forest Akers Golf Courses was once
off-campus meal refund requests. Technology Support team has
accomplishments virtually. with the restrictions and new again rated as one of the Top 30 Golf
To date, more than 460 requests also updated safety procedures in
The team responded quickly by protocols in place, the MSU Tennis Courses by GolfWeek Magazine and
totaling more than $123,000 have order to continue to safely work
adding yard signs, Class of 2020 Center looks forward to continuing will go on to host the 2021 NCAA
been processed. on technology.
masks and more at-home party to deliver outstanding Spartan Division III Women’s National Golf
items to the SSS website. experiences every day. Championships on the West Golf
Course in 2021.
10 SERVING STATE | WINTER 2021 SERVING STATE | WINTER 2021 11
AUXILIARY ENTERPRISES/RESIDENTIAL AND HOSPITALITY SERVICES UNITS AUXILIARY ENTERPRISES/RESIDENTIAL AND HOSPITALITY SERVICES UNITS
SUSTAINABILITY RHS HELP SUPPORT DESK PLANNING AND PROJECT MANAGEMENT AND HEALTH AND SAFETY BRESLIN STUDENT
The RHS Sustainability Office, The RHS Help Support Desk PREVENTATIVE INTERIOR DESIGN The RHS Health and Safety Office EVENTS CENTER
which works in conjunction with continues to provide phone support MAINTENANCE The Project Management and Interior provides students and guests with The Breslin Student Events
the Planning and Projects Office, Monday through Friday from The Planning and Preventative Design unit provides attractive, safe a healthy and safe campus Center hosts an assortment
advocates for sustainability efforts 8 a.m. to 5 p.m. It also increased Maintenance (PPM) unit, which and sustainable spaces for students, environment while also acting as a of events with the goal of
in operations within academics the volume of its remote desktop oversees operations throughout staff and family members across resource and point of contact for providing students with
and departments throughout support and implemented a new an extremely extensive array of campus such as the residence and the division regarding occupational engaging activities and
Michigan State University and chat feature for RHS team members RHS and REHS departments, has dining halls and other auxiliary health and safety training, memorable moments
the local community. The unit to engage with the Support Desk continued to organize a wide variety structures such as the Kellogg Hotel regulatory compliance, emergency throughout their career at
focuses largely on eco-friendly, team. The team’s status page is of upcoming and current proposals. & Conference Center, the MSU management, safety and security, MSU. Examples of such are the
green projects that engage all updated often with alerts for all The unit manages projects from Alumni Memorial Chapel, and the and environmental hazard Freshman Convocation as well
on-campus as well as off-campus planned and unplanned outages. construction project planning to Breslin Student Events Center. Within remediation. The unit takes the as the numerous career fairs
community members, such as The Help Support Desk has also interior design and has not let its these, the unit maintains order and health and safety of on-campus hosted through the department,
recycling programs, closing set up after-hours support setup efforts falter during these difficult cleanliness throughout the campus students and team members which encourage students to
food waste loops, local and for emergency IT needs. There are times. As a fortunate turn of events, by taking a holistic approach, which seriously and is dedicated to the discover their path all around
regional buying power, healthy also new knowledge base articles the pandemic has actually allowed ultimately contributes to across- provision of a reliable environment. the country. The engagement
environment promotion, food for team members to read. This the team to complete previous campus student safety and well-being. Throughout the pandemic, the unit within the community both
donation programs, and the includes audio guides for RHS projects as well as work alongside Before the start of the fall 2020 has focused much of its efforts to within and around the MSU
provision of hands-on ability for computers, Microsoft Teams, Zoom the Health and Safety team in order semester, the unit had completed emergency planning and campus is also incredibly
students. Unfortunately, due to and clearing cookies on internet to renovate areas currently not most of its summer projects, working coordination needs for RHS as well vast as it ranges from local
the COVID-19 pandemic, these browsers. There have also been in use. Even now, PPM continues collaboratively alongside REHS and as leading Situational Awareness high school commencement
operations have been put on articles posted providing tips for to diligently keep in touch with Culinary Services in order to prepare and Planning meetings. Health and ceremonies to Spartan Men’s
hold, as there is neither the on- working remotely. various areas around campus and for incoming, on-campus students. Safety is working closely with and Women’s basketball
campus engagement through the look toward the future in order Now, as the university begins to university partners, Look Ahead games as well as MHSAA
students, nor the aid through the RHS ACCESS MANAGEMENT to develop changes in the coming prepare for a greater quantity of Planning Teams (LAPTs) and other High School Basketball State
university itself due to numerous months. PPM will continue to take students residing on campus within groups to plan for reopening. In Championships. Unfortunately,
uncertainties. Large quantities RHS Access Management has been the residence halls this spring order to keep employees, team
advantage of the lack of staff and because of the COVID-19
of food, set in preparation for ensuring the best security practices semester, the unit has conducted a members and students engaged
students on campus to complete any pandemic, the Breslin Center
incoming students, were quickly for user permission access based research study in support of REHS and safe throughout the pandemic,
impending projects and to plan for has been unable to host more
donated to local food drives due on roles during all transitions and in order to determine whether the unit has also led the Student
the aforementioned ongoing and than 140 events, all of which
to under-consumption on campus. thoroughly reviewing each request community bathroom halls could and Staff Safety LAPT to develop
upcoming proposals for changes and have either been cancelled or
The RHS Sustainability Office, as before granting or removing be considered for the spring 2021 strategic plans for RHS in the areas
additions to the campus. As always, rescheduled since March. The
well as the community, is still as access. Thus far, more than 2,600 reopening. In addition to this, the unit of psychological safety, personal
these activities are taking place Breslin Center recently started
hopeful and mindful as ever, as it user changes in access have has also taken on a few extra tasks in protective equipment (PPE) and
under strict control of the COVID-19 hosting MSU Spartan basketball
continues to look at ways to move occurred. Access Management preparation for the reopening, which physical distancing. Health and
guidelines, and the health and safety games while maintaing all the
to reusable resources, maintain a has also partnered with Human include the provision and installation Safety has also partnered with
of the staff and workers is always at necessary health and safety
small food waste program to keep Resources on coordinating user of Plexiglas paneling, point-of-sale RHS business units to review and
the forefront of these operations. regulations, such as appropriate
up the worm composting program, access permissions based on role stations at Sparty’s and dining halls, approve reopening plans for fall/ physical distancing measures,
and by recycling the basics like and delivery methods to be more and the spacing of furniture across spring 2020-21, coordinated
SYSTEMS ENGINEERING and a cleaning team, which
cardboard and paper. Once the efficient. The Access Management student- and staff-filled spaces across responses to significant water will ensure the facility is
team also held its first remote The Systems Engineering team is
department gets clearance and campus. Now, the unit is actively damage and property losses consistently sanitized.
quality assurance round table with currently engaged in many projects,
has safe measures in order, the developing and implementing a occurring in RHS facilities during
authorized requests processing including the migration of MyRHS
Sustainability Office will resume building inspection program for this period of low occupancy, and
access request forms for feedback. to Office 365 and midway through
its basic practices on recycling closed buildings at MSU in order to ensured regulatory compliance
Access Management has also a joint effort with MSU IT to
efforts, food waste programs and take full advantage of the space made through continued unit audits and
managed all divisional server consolidate data centers.
student engagements. available due to the pandemic, while monthly building system reporting.
access for students, on-calls and continuing to look out for any changes
temp employees working remotely. with the executive orders and making
appropriate alterations.
12 SERVING STATE | WINTER 2021 SERVING STATE | WINTER 2021 13RESIDENCE EDUCATION
AND HOUSING SERVICES’
RESPONSE TO THE PANDEMIC
To say 2020 is unlike anything the Residence Education and Housing Services (REHS)
department may have predicted is an understatement. This was intended to be the year the
Spartan Navigator second-year experience program launched, the year REHS supported its
residents through a turbulent election cycle and the year REHS offered new gender inclusive
options in its housing system.
However, the department had to busiest season they have ever seen. of residents, REHS successfully
shift priorities. And while these The Housing Assignments Office prepared more than 10,000
were not the items REHS spent received more than 60,000 phone residence hall spaces for the fall
the most time on, the department calls and emails in that time, in 2020 semester and accepted
has overcome challenges it never addition to the thousands of social thousands of packages at its service
dreamed of facing. The leaders of media responses and contacts with centers, which have since been
REHS have been so proud of its team other REHS units. Team members returned in the equivalent of four
members, who have been working reviewed new information, UPS trucks, nine FedEx trucks and
together and focusing on student watched new trainings, and 15 USPS trucks worth of packages.
success while in crisis mode for ensured they retained the latest The Residence Education and
longer than anyone expected. details to complete their work and University Activities Board teams
When MSU President Stanley address questions. have adapted to virtual engagement
asked residents to return home in Departmental plans and beyond the classrooms with a focus
March, teams swiftly assembled playbooks were updated almost on virtual one-on-one interactions,
plans for helping them do just that daily, along with communications hosting virtual events, sharing
when it was the right time for them. to residents and campus partners. resources, and continuing to attend
Some residents left immediately, REHS remained committed to to safety and security within the
hoping to return for final classes following the health and safety halls. The MSU Union has remained
in late April. This meant leaving guidance of the university, the open as a safe, supportive space
belongings in their room, expecting country and the state in its for residents and community
to see them again in a few short operations. The department members throughout the crisis.
weeks. However, that wasn’t to participated in university and The MSU Tours team adapted to
be. The REHS team quickly built divisional planning teams to look virtual tours with prospective and
surveys to gauge how to best assist at the full picture of its operations. admitted students.
these students amidst changing Decisions weren’t always popular, It is precisely in times of crisis
guidance from local, state and but they were always made from a when Diversity, Equity and Inclusion
federal entities. place of care. (DEI) efforts need to drive how
For other students, campus is Within its planning teams, REHS REHS approaches its work. When
their home, and they needed to was able to establish a quarantine team members and students
remain living on. A large portion and isolation housing process by are navigating tough times and
of the REHS team remained on mid-June. After that, the team marginalized communities are
campus with them, cleaning and developed a low-contact move-in being impacted disproportionally
disinfecting, maintaining service process for the fall semester. While by the pandemic, racial uprisings,
center operations, and providing the decision to remain online financial concerns and a volatile
health and safety information changed the housing makeup to elections climate, intentional
and resources, ensuring that those with a need to be on campus, anti-racist principles and practices
even in the middle of a pandemic, the team feels proud of the move-in are critically needed to support
residents continued to be delivered and campus living protocols that a culture of respect, dialogue
outstanding Spartan experiences. have been implemented for those and civility. The DEI team has
As the days grew longer and students living on campus. approached this work with training
warmer, some teams faced the Prior to the change in number opportunities, educational resources
SERVING STATE | WINTER 2021 15RESIDENCE EDUCATION AND HOUSING SERVICES UNITS RESIDENCE EDUCATION AND HOUSING SERVICES UNITS and campus partnerships. Tough financial decisions have MARKETING AND DIVERSITY, EQUITY AND COORDINATION AND FACILITIES been made, trying to maintain COMMUNICATIONS INCLUSION AND STUDENT PLANNING Although on the surface level, REHS’ usual level of support while The Marketing and Communications LEADERSHIP The coordination and planning the Facilities unit largely focuses being leaner. The department unit, which supports the entirety of The Diversity, Equity and Inclusion unit has taken great steps toward on REHS maintenance and focused on cost savings with Residence Education and Housing (DEI) unit has committed maintaining the safety and cleaning, there is a much grander consolidating supplies and using Services (REHS) from housing itself to combating all forms of organization of MSU community connection between the team current inventories before it moved assignments and residence education systemic oppression alongside members. This has been members and students within to staffing decisions. Alternative to brand management and social developing true, emotional accomplished through careful on-campus housing. Community opportunities for resident assistants media, has been using its available connections between students focus on the emergency planning engagement and understanding and graduate assistants not resources as widely as possible and staff by providing services and strategic project management is an extremely important aspect needed for fall semester operations during the pandemic. The unit has such as training, event planning, of projects alongside REHS. This of the services provided to were implemented. Ultimately, a been taking on quite a workload consultation and brainstorming, includes the move-in and -out students and their surrounding number of team members have throughout these times by providing troubleshooting, and advising seasons, an annual emergency unit areas by this unit, which would, been impacted, whether by not requested information and providing student groups. Throughout checklist review, and the Planon during “normal” circumstances, working, by reducing schedules or consistent messaging for the REHS the pandemic, the DEI unit has Software Implementation to name consist of frequent, personal by completing alternate assignments units as well as the Live On brand. continued to open up spaces a few of the services provided. conversations between students to support the RHS division. The unit continues to frequently for dialogue and mutual care, Throughout the COVID-19 and staff both within and around It hasn’t always been perfect, but communicate targeted information taking into account the many pandemic, the department has campus. However, due to the the REHS team has worked together between the university and the unfortunate occurrences and been developing an ever-evolving pandemic, much of this has been and admitted its faults while students, family members and staff, numerous changes caused by the strategy toward isolation and compromised. On the other hand, maintaining grace, professionalism as not to overwhelm or spread news pandemic, the 2020 presidential quarantine solutions, as well as there have been numerous and and a continued focus on supporting pre-emptively. Furthermore, various election, as well as the tragic sharing information regarding consistent efforts made toward the students and families. efforts have been made in order to murders of George Floyd, Tony items left behind by affected continuation of student and team While health and safety are top ease students and their families into McDade, Breonna Taylor, Elijah students. The department member safety. These include of mind, REHS continues to expand their individual on- and off-campus McClain and many additional continues to diligently develop physical distancing between DEI initiatives to share anti-racism living situations such as numerous, Black lives. The unit will also be various plans for the upcoming team members and students, the training broadly, create gender- regularly updated FAQ pages, social starting a series of dialogues in the semester, one of which includes use of stronger, more effective inclusive housing and provide media posts and email responses. near future in order to continue to the opening of Hubbard Hall disinfectants, the installation of reflection spaces. The department The unit has continued to act as an uplift the voices of the members as a quarantine and isolation hand sanitizers, and increased will also launch the Spartan effective means of communication of marginalized communities and housing location. building ventilation among Navigator second-year student between the university and the staff members who have been other measures. Although there experience program in fall 2021 students and will carry on doing so disproportionately impacted by the are many personal challenges and continues to create intentional throughout the spring 2021 COVID-19 pandemic. This will be being faced, there has been an residential programming. on-campus housing sign-up period done while continuing to develop unrelenting amount of care and This pandemic isn’t over, and as well as sign-up for the fall 2021 new, engaging content that aims regulation put in place in order to on-campus residents, the REHS semester, which will be held in to celebrate and honor identity ensure safety and cleanliness of team and their loved ones are January. Although there may still groups within the U.S. as to not the facilities around campus and feeling the effects. The bustle be uncertainties in place, the team overlook their impact and legacy the students and team members of campus activity is, of course, continues to put the health and safety within the culture and society we who reside within them. The unit missed. But the REHS team of Spartans first and is committed to live in. Throughout these troubling continues to evolve and grow with looks forward to continuing the supporting them every step of times, the DEI unit continues to the impending challenges and exceptional teamwork and care for the way. put equality, support and battling previous successes in the face of each other getting through these oppression at the forefront of the these unfamiliar circumstances. times. The REHS leadership team is community, not only to benefit immensely proud to work with the themselves or the organization as people in this department and share a whole, but all of the residential a bit of their experience with you. students and their families. 16 SERVING STATE | WINTER 2021 SERVING STATE | WINTER 2021 17
RESIDENCE EDUCATION AND HOUSING SERVICES UNITS RESIDENCE EDUCATION AND HOUSING SERVICES UNITS
HOUSING ASSIGNMENT MSU UNION OPERATIONS OUTREACH RESIDENCE EDUCATION TRAINING
OFFICE The MSU Union makes a wide Team members operating The Outreach unit, which The Residence Education unit Training within RHS, REHS and
Acting as a call center for REHS, variety of resources available service centers are primarily specializes in marketing through focuses on developing community Michigan State University is run
the Housing Assignments Office to students, as well as the responsible for the delivery on-campus tours and maintaining and learning within residence through several independent
(HAO) has experienced a grand surrounding community. These of mail and packages, loaner both internal as well as external halls by meeting with students individuals who each specialize
influx in communication and resources include the University items, such as keys and access relations within RHS, housing, individually, providing support, within one specific field in order to
workload because of the pandemic Activities Board (UAB), MOSAIC cards, and connecting students dining, staff and MSU as a whole maintaining order and behavior, ultimately construct a well-
and the changes it has brought Multicultural Center, the to resources that may be useful has taken great adaptive steps in and fostering the opportunity polished, ever evolving product.
alongside it. Overall, HAO handles Union Food Court, the North for both on-campus and general response to the coronavirus for living and learning within One particular focus is on
a variety of information regarding Neighborhood Engagement student life. In many cases, pandemic, some of which Michigan State University. The onboarding, development and
departments and communication Center, a Spartan Spirit shop and these individuals are the first Outreach hopes to maintain for the unit emphasizes the importance of training, which contains both
within Michigan State University many more. By providing these people prospective students and coming generations of students. connectedness and support within general as well as task- and
such as admissions, housing, goods and services, the union aims families, as well as on-campus The unique learning opportunity the community and education, department-specific aspects. Due
financial aid, dining and parking, to bring students together, whilst students, see when they first the pandemic provoked has while also allowing students to this, the developer must engage
all of which is catered toward an parallelly engaging the public to enter an MSU facility, which encouraged the department to to become acclimated to the both virtually as well as directly
extensive demographic ranging these open resources. As expected, provides them with the unique switch to online, virtual tours, institution and the understanding with the department trainers and
from prospective students and a few of these in-person resources opportunity to make a lasting first which have been extremely of self and others. Due to the new hire employees in order to
family members to alumni and have closed or moved to entirely impression and establish personal effective due to the lessening of contact-based challenges and a perfect the specific training for
outside firms. Even with double virtual engagement due to the relationships. Although much of the financial burden for out-of- much smaller number of students the tasks at hand. Similar to
the amount of calls and emails ongoing coronavirus pandemic. In their community engagement is state and international students. living on campus compared to how the tasks employees are
from previous years, team addition to this, events and entities largely integrated into their official In response to this, Outreach is previous years, the Residence required to perform has changed,
members, who now work both such as the Arts & Crafts Fair, business, staff members have the beginning to look toward the Education unit has had to rethink training has also been largely
remotely and on-site, have been UAB activities and other, typically opportunity to personally support future, with the hopes of keeping its methods of communication adapted in order to uphold the
keeping up to date with current large gatherings have moved and encourage various initiatives this method in practice. Because and support all while continuing COVID-19 regulations, meet the
happenings and act as a voice entirely to virtual activities or within and around campus such as the pandemic has affected team- to maintain a consistent focus on requirements for the department
of comfort and information for been rescheduled for a later time. the It’s On US Week of Action and building activities and general students. As of right now, this is and provide basic information on
students and family members. The MSU Union has continued to many other opportunities provided relationships between employees, being conducted through meetings how to discuss furlough news with
Furthermore, the unit has act as a safe space for community by RHS and REHS departments. Outreach has continued to on Zoom, virtual information team members during these times.
been developing ideas for the outreach and academic study Unfortunately, however, much of implement safe, talking spaces for sharing, food distribution, and the A virtual training course has been
upcoming housing sign-up for for those students who currently the training, work and community its team members to build continuation of support groups developed that aims to increase
the fall 2021 semester and other reside on campus. COVID-19 engagement has been dramatically relationships through breakout and other available resources skill accessibility, all while
anticipated changes. There has regulations, as well as the state impacted by the pandemic, as rooms during virtual training. that maintain a general focus on maintaining transparency and
been a consistent effort to mirror order, are being upheld through most, if not all, events, such as The training itself also continues academics, social awareness, and consistency. Furthermore, a
the off-campus housing market thorough and frequent cleanings, keynote speakers and fundraising, to uphold its previous standards, the wellness of students. Examples collective REHS training and
as well, which has dramatically as well as furniture reduction and are now conducted virtually. The if not more, due to the sudden can be seen through the available development hub is in the works to
grown in response to the changes additional signage throughout department continues to grow and influx of information and the Counseling & Psychiatric Services, act as an easy resource for new
made to coursework and remote the union remind students and develop alongside the pandemic importance of proper, supportive the Neighborhood Student hires alongside a new onboarding
learning opportunities at MSU. staff of the importance of wearing and its challenges, while finding communication with prospective Success offerings, and even virtual program. Various on-campus
Already, there have been major face coverings and physically unique ways to connect with students and parents. As always, workout classes designed to get training developers and workplace
changes made in terms of spring distancing. In addition to this, the students and staff personally, even the unit maintains truthfulness students involved and moving educators meet with a
2021 housing assignments and MSU Union is excited to share a throughout these tough times. and accuracy within the within the comfort and safety of collaborative MSU training and
planning, such as the move from new service with students, staff information it shares to its their residence halls. Currently, development group where new
October to January for student and other community members: audience and outside sources. the unit is exploring the idea ideas and general information
sign-up and remote assignments in the Amazon locker hub. This is of more in-person alternatives is discussed.
order to minimize contact. not only an extremely convenient and shifting away from only
resource, but it also ensures faster virtual communication, while
delivery and shipping of packages maintaining the safety of students
throughout campus. and team members.
18 SERVING STATE | WINTER 2021 SERVING STATE | WINTER 2021 19RESIDENCE EDUCATION AND HOUSING SERVICES UNITS
UNIVERSITY ACTIVITIES UNIVERSITY CONFERENCE
BOARD SERVICES
The University Activities Board MSU’s University Conference
(UAB) plans and organizes Services department manages
a variety of free events for the logistics for conferences and
students by students, which events that use the residence
include activities such as crafts, halls, as well as guests staying
music, concerts, comedians, within on-campus living centers,
recreational sports and other exchange and non-traditional
engaging special events, in order students, and the coordination
to enhance the college experience with the Kellogg and Breslin sales
for all students at Michigan State teams, just to name a few. The
University. Within the unit, there coronavirus pandemic has brought
is a clear focus on community upon quite a few challenges due
Located on Campus
engagement both within the to the regulations that need to be
process of constructing these met and the ever-evolving state
events as well as when they are order. Events such as the summer
carried out within and around conference season, unfortunately,
campus. Even throughout the had to be cancelled, and rates to
pandemic and with the regulations services have been changes in
and restrictions in place, there order to meet the shift in demand.
has not been a hindrance of the Sparty’s Market, located on Michigan
interconnectedness of UAB and
State University’s campus, offers unique
students at the university due to
the numerous virtual events taking grocery shopping for students, faculty,
place on a regular basis. These
staff and the community.
activities include bingo, workout
classes, music, craft nights,
trivia, video game tournaments, Try our hot and cold grab-and-go
motivational speakers and selections made fresh daily.
many more, all of which aim
to encourage community
engagement and have a general Find us at the corner of Kalamazoo and
positive impact on students both Harrison in 1855 Place, directly across
on and off campus. This spring
2021 semester, UAB encourages from the Breslin Student Events Center.
students to look forward to more Metered parking directly in front of the
exciting upcoming events in order
to come together as a community
store gets you in and out quickly and on
while enjoying fun entertainment. your way!
For changes due to COVID-19
restrictions, please visit eatatstate.com
for the most up-to-date information.
Sparty’s Market is located on
HOURS (WHEN CLASSES ARE IN SESSION):
the first floor of 1855 Place
Monday-Friday: 7:30 a.m.-6:30 p.m.
Sunday-Saturday: 11 a.m.-4 p.m.
20 SERVING STATE | WINTER 2021 SERVING STATE | WINTER 2021 21You can also read
