Campus Workers Hold Clues to Higher Ed's Trust Problem

"He reminded everyone that their "behind the scenes" work helps keep the classrooms warm, the grass cut and the water clean and running. "Have grace and say thank you. These workers help you do your jobs," he told his colleagues. He also pointed out that their work is crucial to EWU's student success. And he's right. Studies show that interactions with staff-whether at the bookstore, in public safety or on the facilities team-influences how students feel about their learning experience. For Hispanic, Black, low-income and first-generation students in particular, connecting with staff, who are often ethnically diverse, helps build a sense of belonging."

"The Community College Research Center at Columbia University's Teachers College recently looked at the impact of the Institute for Evidence Based Change's Caring Campus coaching program. In a 2022 report, CCRC researchers found that the personalized coaching sessions helped staff develop their leadership skills and gave them new ways to support students. For example, the 10-foot rule-if a student is within 10 feet and seems to need assistance, offer to help with a smile and positive tone. The program also recognized workers' roles in the institutional mission."

Eastern Washington University presented a carefully prepared campus environment with freshly cut grass, mulched flower beds and consistent EWU red across signage and facilities. A union leader highlighted that custodians, groundskeepers, plumbers and heating engineers perform behind-the-scenes tasks that keep classrooms warm, grounds maintained and water systems functioning. Interactions with staff influence how students experience learning, especially for Hispanic, Black, low-income and first-generation students who often build belonging through connections with diverse staff. Research on the Caring Campus coaching program found that personalized coaching strengthened staff leadership, acknowledged staff roles in the institutional mission, and offered practical practices like the 10-foot rule to better support students.

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