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Moving Beyond The Status Quo: Building An Intersectional Student-Centred Culture In A Registrar’S Office, Darran A. Fernandez

The Dissertation in Practice at Western University

With an increasing number of students with diverse and complex identities attending colleges and universities, higher education institutions (HEIs) need to adapt to better serve their intersectional lives. At the centre of service delivery at most HEIs is the registrar’s office (RO), often offering services from before a student’s arrival right through to graduation. This Organizational Improvement Plan (plan) explores building a student-centred service delivery model in an RO at a large comprehensive university in Ontario. Organizational structures in HEIs are commonly vertically based on the specialty of work of the staff member rather than the horizontal crosscutting needs of …