Large caseloads pull in two directions at once. The operation has to keep moving, and the people running it have to stay well. This session treats that tension as a design problem rather than a personal one.
Drawing on an advising center serving undergraduate business students at a large public institution, the presenters walk through structured appointment models, tiered advising, cross-team support for uneven caseloads, standardized documentation, and clear boundaries. The frameworks are meant to scale up or down by institution size.