• Staffing Services

    Estimating the staff you need is a critical part of understanding how the services and support within a space will work. This should be an iterative process of going back-and-forth between the spaces anticipated, the current staffing, and the forecasted additional staff need.

    Aligning Staff Support Needs to Space
    How will each space be served?

    To work through this process, you need to look at four key factors:

    • FTE: The total number of staff needed, as full-time equivalents (FTE). For example, 1 student intern could be considered 0.5 FTE
    • Discipline: How that staffing breaks down by service area or discipline. The most basic could be public services (e.g.: service desks), tech support, facilities support, or other specialists
    • Level: The degree of experience, knowledge and skills required, generally divided into four levels, with Level 1 as the most basic and Level 4 as the most advanced expert
    • Space: The assignment of staff to spaces or service areas, for instance, the proportion staffing the helpdesk vs. group study rooms vs. infrastructure behind the scenes

    The diagram above illustrates how you move through considering these different factors and the table below explains the function and knowledge/skills required of staff by discipline and level to arrive at this.

    Staff function and skills per area of discipline

    Technology Staff

     Levels Job Function Skills
    • First-line interaction with users
    • Triage
    • Basic Setup
    • Reactive to Issues
    • Familiarity with technologies
    • Customer service and communication skills
    • Problem solving skills
    • Imaging and setup
    • High-level troubleshooting
    • Support functionality of hi-tech spaces
    • Event setup, presentation, av support
    • Proactive
    • Technical proficiency
    • Understanding of context
     L2 +
    • Higher level consulting, training
    • Technology design and integration
    • IT outreach
    • Content and delivery services
    • Proactive
    • Technical specialization
    • Consulting skills
    • Instructional technology expertise
    • Understanding programmatic needs, context, domain knowledge
    • Custom application development
    • Interfaces and graphics
    • Systems design
    • Relevant education and training
    • Experience related to platform/language
    • Communication and teamwork
    • System administration
    • Systems engineering
    • Network services
    • Pro-active
    • Relevant education, training and experience
    • Communication and teamwork

    Public Services Staff

     Levels Job Function Skills
    • Front-line interaction with users at service desk
    • Opening/closing buildings
    • Monitor safety and security
    • Scheduling rooms and services
    • Office reception
    • Familiarity with basic computer programs
    • Customer service and communication skills
    • Problem solving skills
    • Respond to special requests/issues
    • Provide specialized services (e.g. large format printing)
    • Provide desktop support
    • Give tours
    • Providing hardware troubleshooting and maintenance
    • Maintain schedules of other staff
    • Intermediate knowledge of specific computer programs
    • Understanding of context of learning spaces
    • Ability to resolve non-routine problems
    • Advanced support for users, answer/solve complex problems
    • Hire, train, and manage staff
    • Maintain documentation
    • Technical specialization, advanced knowledge of specific computer programs
    • Consulting skills
    • Help create and maintain policies
    • Lead teams
    • Provide formal instruction
    • Liaison to external units
    • Relevant education and training
    • Communication and teamwork
    • Management skills


    If you were planning a Learning Commons and estimated that you would have 11 FTE staffing it, you could end up with a table like this:Once you know (or can guess): (1) the number of FTE you anticipate; (2) the breakdown of those FTEs by discipline/area and level of seniority; and (3) how those staff would be distributed by space type, then go directly to the Integrated Budgeting Tool.

    Public Services 3.0 1.0 0.5 0.5
    Facilities 0.5
    IT 2.0 1.0 1.0
    Other 1.5
    5.0 3.0 1.5 1.5