It's been over an hour. Your feet are hurting from standing so long and the person next to you won't stop complaining about how she is going to be late for class. All I need to do is pay my tuition bill, you think to yourself. What's taking so long?
For many students who need to deal with their financial aid or get their transcripts, the Student Response Center in Capen Hall might as well be the Department of Motor Vehicles.
"I only had a quick question and it took almost an hour to be waited on," said Anna Jessen, a sophomore exercise science major. "There was only one person working at the counter and there were a few people walking around in the back not helping with the line of students."
Terri Mangione, who works at the center, attributed the long wait to a series of changes in both the office itself and in the way the staff in 232 Capen serves students.
"Room 232 underwent many changes over the summer semester, when the office encountered the least amount of traffic," said Mangione, senior associate vice provost for Student Academic Records and Financial Services.
According to Mangione, the office needed many renovations because it had not been updated in about 30 years.
Also during the summer, the staff was cross-trained to deal with any departmental request so that students can have all their questions answered in one place. In the past, students had to wait in several different lines to get all of their questions answered.
Mangione said the move was made to improve service, and eventually it will, but the office is still adjusting to the new system. Both the renovations and staff training were completed just in time for fall semester to start, which left the center with little time to get comfortable and make a smooth transition, she said.
She added the office has been short-staffed, and that she believes adding more staff would greatly help to eliminate long lines.
"If we could add 15 or even 20 new staff members that would be great, but it is highly unlikely due to our budget," she said.
Mangione added that students should be aware of the alternatives provided by the office to avoid waiting in line.
"There are about five or six options to make services quicker," Mangione said.
For one, students can avoid the wait by accessing the Student Response Center's Web site. Online, payments on student accounts can be made, and information can be retrieved regarding financial aid and other situations.
Mangione said she believes since the staff is more experienced, the waiting time will gradually get better with the new changes.
"I don't expect lines to be as long in the future," she said.
Mangione added the office has considered bringing in more staff members to accomdate students during peak times, and new equipment has been added to help with faster service. Among the additions made during the summer renovations were a self-service center, shorter counters for students with disabilities, two computer stations, and flat screen monitors with movable arms.
Photo: Courtesy of Matthew Messina, from the RMBERS' Instagram page
