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Helpful by Definition
"Helpful" by Definition: Auxiliary Services at Bryn MawrBy Samara Schwartz '05 Sage Staff Writer
The word "auxiliary" means "helping; assisting; giving aid or support by joint exertion, influence, or use" - which is both a definition and a good summary of the basic role of Bryn Mawr College's Auxiliary Services department.
So much of our daily lives at Bryn Mawr depend on Auxiliary Services to run smoothly. For instance, you mail a letter at the Campus Center on your way to lunch at Rhoads. On your way down the steps to the lobby, you stop to check out the activities board and something on it reminds you to visit the Copy Center the next day to have table tents printed for advertising your group's upcoming events. Before leaving the building, though, you decide to stop by the Bookshop to purchase a gift for a friend's birthday.
All of these college-provided services are under Auxiliary Services.
And there are even more examples - ranging from services that you come in contact with every day like Housekeeping to Wyndham, which you may only find the need to visit if you have a friend or family member staying over in one of its guest rooms.
However, regardless of the frequency with which students draw upon these services and the diversity that exists among the numerous departments, all functions under the "umbrella" of Auxiliary Services have one thing in common: customer service.
Director of Auxiliary Services: Not a Behind-the-Scenes Job
Bryn Mawr is a small liberal arts college, and one of its strongest assets is the personalization that is made possible by its size. The same holds true for Auxiliary Services. "There are no 'behind the scenes' workers in these departments," Director of Auxiliary Services Cam Schauf said. "People have to be out front and be seen by the students," - thus increasing the importance of good customer service skills.
Schauf has been dedicated to practicing and encouraging quality customer service for years now - during his experience working at three other colleges and his seven years at Bryn Mawr. Currently in his third year as Director, he describes himself as a "strategic planner" responsible for overseeing the performance of each department, helping to manage the annual goal-setting process, and then keeping the departments on task as they strive to achieve their goals.
"I think I'm equally involved with all of the departments, in relation to the size of the department," Schauf said, indicating that, for example, a Post Office concern is generally not as large in scope as a Dining Services problem.
Schauf expressed that he spends more time now than ever before communicating with the departments. Specific projects like renovations and replacements of machines/technology provide opportunities for him to become familiar with the inner workings of each department. Additionally, tight economic times have forced him to become intimately acquainted with a department's intricate details as he reviews budgeting issues.
A Move for the Better
To many Mawrtyrs - particularly upperclasswomen, Schauf will forever be known as the Director of Dining Services, his previous position. However, Schauf is working to distinguish himself from BMCDS, which will enable him to better oversee all departments within Auxiliary Services. With this mindset, he moved his office to the newly renovated Ward Building last May and is pleased with the decision.
"Now, I have an opportunity to work more closely with other departments on campus like Housekeeping, since we are now living in the same building," Schauf said. Also, even though Facilities is not under Auxiliary Services but both often work hand-in-hand, Schauf has found it useful that the two are based out of the same location - allowing him to, for example, poke his head in someone's office and ask why the ice machine at Haffner isn't working.
"Informal communication is part of life at a small college," Schauf said. "Personal interaction can definitely get things accomplished."
Mentor with a Mission
Schauf applies this concept to his own interactions with the community. In addition to serving as a manager, he also enjoys the role of mentor and attempts to incorporate teaching others into his busy schedule as well. Schauf highly values staying involved with the students, specifically within Dining Services.
During Fall Training for BMCDS student supervisors, Schauf taught sessions about conflict/resolution and customer services, complete with colorful Powerpoint presentations and a reading of timeless Dr. Seuss books during both sessions that applied to the topic of discussion.
Additionally, Schauf organizes the ServSafe chemical training for first-year Dining Services student employees. Schauf likes to begin training with an introduction that pokes fun at being employed in BMCDS; he muses that all freshmen exclaim, "Oh, Mom! Dad! I can't wait to work in the dining hall!" upon receiving the summer mailing about working on campus.
Schauf wants students to feel as though he is being up front with them - an honesty that he hopes will be beneficial months down the road; if a student has a concern with an Auxiliary Services department, he would prefer to have the student view him as an approachable administrator and get in touch with him first to remedy the problem instead of going through the Dean's Office, for example. This direct communication saves time for the student and helps expedite the process of correcting the problem.
While Schauf does not have the chance to personally address each student on campus, he appreciates continuing his involvement in Dining Services because a large percentage of the freshman class - and college as a whole - is employed by BMCDS.
"We (employees) are at BMC to work with the students," Schauf said. "I don't know why anyone would chose to work at a college - especially like Bryn Mawr - if they don't want to relate to the students."
What Should Students Know About Auxiliary Services?
"That they want to be friendly," Schauf said. "If students find that they aren't they should challenge that - much in the same way that they challenged the quality of coffee in the dining halls. I want students to feel the same way about other services on campus. We are open to suggestions, and we welcome feedback."
Interestingly, this willingness to accept constructive criticism and to incorporate it into future plans for the college complements the derivation of the word "auxiliary." It comes from the Latin verb "augere" - to increase - and from the Greek verb "auxanein" - to grow.
Cam's Bio Box:
Employment: At Bryn Mawr for seven years, Director of Auxiliary Services for three years Favorite part of his job: dealing with the students. "I worked at three other colleges in the past, and I have never been at a place where students were more engaging - more willing to participate in a give and take of information and ideas. There is no major issue that I've ever dreaded talking with the students about - even Brecon Dining Hall closing."
Least favorite part of his job: "politics"
Activities:
National president of NACUFS, the National Association of College and University Food Services. "I am traveling all the time now - it's a daily part of my job. I do much more e-mailing than ever before. I try to get my e-mails back within half of a business day."
Spectator sports - Eagles/Phillies - lots of baseball
Going to rugby and basketball games
He is even getting into volleyball now that his son is playing on a high school girls' volleyball team, since there is no boys' team. Schauf's son is the only guy in the league. In fact, the night Schauf was scheduled to move out of his house on Faculty Row a few weeks ago, he was trying to schedule his evening so he could move and still go to the volleyball game at 7 p.m.
Trying to find time to spend with his kids
Cam's Bryn Mawr experience: Helled on Pem East 1st with his OWL group Still active as an OWL Gave a potato lecture during Hell Week on the value of real potatoes vs. Potato Buds
