Athens State University (ASU) employs qualified personnel in the offices and service departments under the purview of the Office of the Vice President for Enrollment and Student Support Services. Each office or department has established criteria for the educational preparation, work experience, and skill set required for professional staff in each area, and these criteria are specified in the job descriptions for each position. Qualified and knowledgeable personnel are employed based on advertised educational requirements and relevant work experience, and skills that match the job description. Vita for all employees in Student Support services offices are maintained in the Office of Human Resources.

Additional information on ASU student support services can be found in the narratives for Core Requirement 2.10 and Comprehensive Standard 3.4.9.

State Board Policy requires ACCS institutions to fill vacancies according to the practices and procedures set forth in the Alabama College System Uniform Guidelines. Pursuant to these guidelines, hiring procedures and policies are defined in the ASU Employee Handbook, Part 5.2.C and in the ASU Human Resources Personnel Policies. The ASU Office of Human Resources is responsible for the oversight of all vacancy announcements and application materials.

Once a new employee is hired, they must complete a new employee orientation packet by viewing an orientation CD and completing certain assignments as instructed by the Office of Human Resources. In addition, department coordinators or their designee may conduct departmental training. On-going training in general technology is provided, and specialized training is provided to employees in each department when necessary. Specialized training is sometimes required to provide the skills vital to maintain knowledge and skills for completing departmental duties as technology changes or new technology is utilized. The departmental coordinator, director or the Vice President for Enrollment and Student Support Services may provide continuing education necessary for job skills and to update employees on changing regulations. In addition, staff members in the Student Support services areas are encouraged to attend training, workshops, and conferences that are related to their job or position. Professional development is highly encouraged, and the Office of the Vice President for Enrollment and Student Support Services solicits input from employees about potential training or professional development opportunities available when planning training budgets and requests for the Office and when completing the annual assessment process required of all support units.

All employees in the various Student Support service areas are evaluated yearly. These performance reviews assess quality of work, job, knowledge, attendance, initiative, dependability, and judgment. Supervisors evaluate their respective employees and the evaluations are maintained on file in the Office of Human Resources.

All programs, services, and personnel in Student Support service areas are evaluated by Point of Service (POS) surveys. These surveys are offered to students when services are rendered or are available online. Survey items in POS surveys include items that allow clients to rate the services offered by the particular office and also allow clients to respond with feedback about how the service was delivered. Service delivery components are accessibility, timeliness, and courtesy of staff. Data collected from the POS surveys are compiled and reviewed by the appropriate department coordinators or directors on a yearly basis, and the results of the data collected are used to evaluate service delivery and staff performance, and to plan improvements as part of the annual assessment process required of all support units. In addition, specific questions on the Graduating Senior Exit Survey (GSES) ask students about their level of satisfaction with departments in the Student Support service areas. The results of these GSES questions indicate a high level of satisfaction in the student support services provided by the University.