Enrolments, Fees and Scholarships National Manager Michael Dorman talks about Australian Catholic University's (ACU's) student-centred service philosophy.
At ACU, it’s all about empathetic and compassionate service to students.
“We provide services to real people, not just names and numbers on a screen,” says Enrolments, Fees and Scholarships National Manager Michael Dorman.
“Our students are individuals with families, hopes and aspirations.”
Michael says ACU is continually improving the student experience across all ACU campuses, in Sydney, Melbourne, Brisbane, Canberra and Ballarat.
“In any process we design, we need to keep asking, ‘How can we make this easier for students?’” Michael said.
ACU designed policies and processes are designed to respect the dignity of the human person.
For example, when assessing applications for refunds of fees in special circumstances, his team needs to find the right balance between rules, regulations and equity and compassion.
“Our communication must be underpinned by respect. It’s very easy to sound bureaucratic, uncaring and cold, particularly when declining an application or communicating using email templates,” Michael said.
“We are working hard to ensure our communication is human and compassionate, particularly when we have to decline a request.”