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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
2/3
14 process
Phoenix College
MCC-Blue River
Students Served
Students Served
Welcome Center 25 Zone 1 50
Self-Serve 10
Zone 2 and 3 25
Enrollment 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: