June 11, 2012

From Many Stops To One: An Enrollment Services Model

That Contributes to Student Learning

JUNE 11, 2012

Yira BrimageVice President, Student Affairs

Phoenix College

Daniel R. Herbst Dean, Student Affairs

Chandler-Gilbert Community College

PRESENTERS

• The role of Enrollment Services in a students’ academic success

• An overview of Enrollment Services models

• Description of One Stops in action

• The challenges to changing to a new model

TODAY’S TOPICS

“What is best for

students?”

OVERVIEW OF ENROLLMENT

SERVICES

HOW THE ONE STOP ENROLLMENT SERVICES CONTRIBUTES TO THE LEARNING COLLEGE

•Responsibility

•Collaboration

•Communication

• Evaluation

HISTORIC

Admissions

Welcome Center

Academic Advising

Financial Aid

Testing

Faculty

Student Success Model

EXAMPLE OF CURRENT STUDENT PROCESS

100 Students

Intake Desk

5

MALL MODEL

Academic Advising

Testing Financial Aid

Disability Resource Center

Veteran’s Services

Admissions and Records

HUB MODEL

.

DISCUSSION: WHERE IS YOUR COLLEGE AND WHERE ARE YOU IN THE TRANSFORMATION PROCESS?

“Do what you can, from where you are, with what you have got.”

-M. Dooley

PROCESS MODEL Examine each process from the student

point of view -What is best for students?

Examine each process from a staffing point of view -

What is best for staff?

Determine where processes overlap –What is best for the institution?

Quantity

Quality

Spirit of Service

Q Q S

QQS: QUANTITY• For each department and each activity,

conduct a business process evaluation of each task

• Divide the tasks into Level One, Level Two and Level Three

• Determine the training it will take to provide staff from other departments the ability to perform each level.

QQS: QUALITY• For each task in each

level determine the breadth of information needed to be able to provide services to students

• One of the most challenging tasks in developing a true One Stop is developing a team of cross trained individuals who have the right spirit to take on new tasks and to provide the best quality service regardless of the number of students seeking service that day.

QQS: SPIRIT OF SERVICE

Building one team

People Skills

Technical Skills

Team Building Skills

CROSS TRAINING, CROSS TRAINING, AND CROSS

TRAINING

People Skills: • To be successful, an Enrollment Services model must have the right people in the right seats to serve students consistently with a high level of quality service, regardless of the number of students in the queue.

Cross Training, Cross Training, and Cross

Training

Technical Skills: • Spend the time to develop a comprehensive QQS and then determine the training modalities to be able to cross train your staff.

Cross Training, Cross Training, and Cross

Training

Team Building Skills: • This is the most challenging and most rewarding of anything you will do in the creation of a One Stop.

provide support to employees

provide opportunities to employees

Cross Training, Cross Training, and Cross

Training

• Phoenix College Process Model Flow• Welcome Center: Meets students needs

Self Service

Enrollment

Educational Planning

Self Service

EXITEXIT WelcomeCenter

• Phoenix College Process Model Flow• Self-Serve: Meets student’s needs

Self Service

Enrollment

Educational Planning

Self Service

WelcomeCenter

• Phoenix College Process Model Flow• Enrollment: Meets student’s needs

Self Service

Enrollment

Educational Planning

Self Service

Welcome

Center

• Phoenix College Process Model Flow• Educational Planning:

– Meets student’s needs

Self Service

Enrollment

Educational Planning

Self Service

WelcomeCenter

birdseye overview

FRONT LOBBY-MCC- BLUE RIVER

1

2

MCC-BLUE

RIVER

MCC-Blue River

2/31

4 process

Phoenix College

MCC-Blue River

Students Served

Students Served

Welcome Center 25 Zone 1 50

Self-Serve 10 Zone 2

and 3 25Enrollme

nt 25

Educational

Planning40 Zone 4 25

100 Students come to Enrollment Services

•We cannot solve our problems with the same

thinking used to create them.• -A. Einstein

QUESTIONS?

QUESTIONS, SUGGESTIONS OR REQUEST FOR MATERIALS:

• Please email:

• Yira.Brimage@phoenixcollege.edu• Daniel.Herbst@cgcmail.maricopa.edu