Issues Plaguing American Campus Communities: Case Study

Going into this project our group was largely unaware of the issues plaguing American Campus Communities CA program. While we had anecdotal insight of employee dissatisfaction, the underlying problem at ACC could only be surmised through research. Through employee interviews and surveys, we identified that employee turnover was the largest issue for American Campus Communities. Our next step was understanding why employees were leaving their jobs at such a high rate. It seemed odd that such a rigorous and selective application process could yield such poor retention. Initially, we believed that high job dissatisfaction was the main cause of turnover. After conducting more primary research, specifically interviews, we realized that ACC’s work

Even though working as a CA is a decent job according to employees, ACC does not provide incentives for students to commit long term. Through interviews with staff, we came to realize that the CA program in its current form had no opportunities for advancement. Student’s hired freshman year would not see any increase in benefits or pay until their fourth year. Our solution to this issue is implementing pay increases for employees based off of tenure. Students who stay with American Campus Communities through their fourth year would even be provided a company car. According to our survey, work responsibilities are key towards long term employee satisfaction. The CAs we spoke to also mentioned how they wanted more involvement with non-administrative tasks. We propose that ACC incorporate more revenue related responsibilities in their CA program. CAs should be given bonuses for successful tours, and for securing lease contracts with tenants. By providing students with more of a role in generating revenue, they will feel more of a connection to the company. Taking this notion of responsibility further, we recommend that ACC implement a work study program for their experienced CAs. Interviews with employees and management showed that the need for internships was a key catalyst of employee turnover. To address this issue, ACC should look for ways to incorporate more career pertinent responsibilities into their CA program. By giving their employees access to meaningful career oriented work, ACC will aid the career development of their CAs and improve company