热线服务对健全师生诉求管理的意义研究OACHSSCD

The expression of rights and interests demands by university teachers and students is not only a crucial approach for internal governance of higher education institutions and safeguarding the rights and interests of teachers and students,but also a key issue that must be directly addressed in ad-vancing the modernization of university governance.Shanghai University of Medicine&Health Sci-ences established a 24-hour hotline team in March 2022,which is specifically responsible for assisting teachers and students in resolving various demands,and has been operating smoothly for more than three years so far.This paper will systematically collect and analyze the hotline call data over these three years,and sort out the operation rules from dimensions such as the distribution of demand types,changes in response timeliness,and trends of high-frequency issues.It will review the team's problem-solving practices through typical cases,including specific scenarios such as cross-departmental collab-orative handling of emergency situations and follow-up implementation of long-term demands.Addi-tionally,it will clearly present the entire demand handling process of"receiving and registering de-mands-classifying and assigning tasks-handling within a time limit-providing feedback and conduct-ing return visits-reviewing and optimizing".On this basis,the paper will summarize the work closed-loop experience of"listening-solving-feedback-improving",explore effective paths to further im-prove the channel for teachers and students to express their demands by means of digitizing and up-grading the demand platform,establishing a demand early warning mechanism,and strengthening in-ter-departmental linkage and response.It is expected to provide practical references for building a more caring campus governance system.