The purpose of this action research was to study the impact of managers’ roles in improving employee engagement through professional development programs and customized action plans among Merced College Student Services employees. Ultimately, the goal of the intervention was to increase levels of employee engagement among student services professionals to better thrive as a unit and for students to receive higher levels of customer service. The study was an action research study using a mixed-methods design. The participants for the qualitative one-on-one interviews were three managers, two classified professionals, and two faculty. The sampling was purposive. For the quantitative data collection, the participants of this action research study included the approximately 132 employees in the Student Services Division at Merced College.

Participants completed a pre-survey measuring their levels of employee engagement based on The Gallup Organization’s 12 dimensions of employee engagement. The survey instrument measured 12 constructs and included 36 total items. Based on the results of the pre-survey, managers within the Student Services Division participated in two professional development workshops on employee engagement. The results of the qualitative data analysis resulted in manager-developed action plans, based on the three lowest constructs from the pre-survey, for each of the departments within the Student Services Division. The customized action plans were implemented over an approximately four-month period. Upon completion of the intervention, participants completed a post-survey to assess the impact of the interventions.

The results indicated that managers who participate in employee engagement professional develop programs are able to effectively develop and implement action plans as employee engagement champions within the workplace. The post-survey scores for participants of this study did not result in improved levels of employee engagement during the four-month intervention cycle. The findings of the action research study will help develop and refine solutions to continue to improve employee engagement within higher education and other organizations.