One Stop, Less Stress: Improving the Student Experience

Some institutions are reducing the all-too-familiar "runaround" by bringing together traditionally separate services like financial aid, student accounts, and the registrar into a single point of contact. Myles Lawhorn (Community College of Philadelphia), Wendy Pursell (Kutztown University), and Jay Stefanelli (Rutgers University–New Brunswick) join NACUBO's Bryan Dickson to discuss these "one-stop" service models. From fully integrated to hybrid approaches, they explore how their institutions are working to remove barriers and create a more connected student-centered experience. The conversation also highlights the importance of buy-in, staff training, and adaptability—along with emerging considerations like AI. Additional Resources Connect with Bryan on LinkedIn Connect with Myles on LinkedIn Connect with Wendy on LinkedIn Connect with Jay on LinkedIn Learn more about implementing one-stop models: One Stop Student Services: Why Combining Services Boosts Student Success One-stop centers: Invaluable tools for community colleges and the students we serve Integrating for a Successful One-Stop-Shop for Student Services Why Your 'One-Stop' Is Worth More Than You Think Read research on the impacts of one-stop models: Exploring the Impact of an Integrated Student Services ("One Stop") Model for Graduate Students (full download available) Exploring the Impact of an Integrated Student Services ("One Stop") Model on Access, Affordability, and Student Retention (full download available) Check out NACUBO's other podcasts! Career Conversations CBO Speaks

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One Stop, Less Stress: Improving the Student Experience is an episode from NACUBO In Brief by National Association of College and University Business Officers.

This episode is 26:18 long.

This episode was published on Apr 20, 2026.

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