Northeastern Association of Graduate Schools Annual Meeting-2008

Dr. Thomas P. RockDirector of Admission

A Case Study Approach

• Evolution of the OESS

• Mission of the OESS

• Departments within the OESS

• OESS Organization chart

• OESS Core Values• OESS Guidelines

Evolution of the OESS at TC

• Development and Implementation in Summer of 2004

• Hiring of Associate Dean for Enrollment & Student Services

• Combining Enrollment Services (Admissions, Financial Aid, Registrars, Marketing) with Student Services (International Services, Disability Services, Student Activities, Career Services) into one Division

Mission of the OESS

• To provide a smooth and seamless student experience for students from the initial point of inquiry (admissions) until the time of graduation (career services).

Departments within the OESS

• Disability Services• International

Services• Marketing• Financial Aid• Technology

• Office of Admission• Student

Advisement• Career Services• Registrar• Student Activities

& Programs

Director of Admission

Director of Financial Aid

Registrar

Director of Career Services

Director of Student Activities and Programs

Director of International Services

Marketing Director

Disability Services

Computer Application Specialist

Associate Dean

Student Advisement and Staff Development

Fellowship ManagerAdministrative Associate

Core Values

• Commitment• Excellence• Integrity• Professionalism• Service• Teamwork

Guidelines

• IN THE OESS AT TC, CUSTOMER SERVICE IS BEING WELCOMING, PROVIDING COMPLETE, ACCURATE AND EFFECTIVE INFORMATION, AND SERVICE, IN A TIMELY AND RESPECTFUL MANNER. IT IS EVERYONE’S JOB.JULY 30, 2004

Incoming Student Survey 2007

Results from Student Survey

Incoming Student 2007 Survey Description

• Conducted online mid-September to mid-October.

• 53 Survey Items– 38 Scaled Event Items (Excellent, Good,

Neutral, Poor, Unsatisfactory, Not Applicable)– 3 Open-Ended Event Items– 8 Scaled OESS Office Items– 3 Office Open-Ended Items– 1 e-mail item

• 746 Surveys Received (largest number to date for ISS/NSS).

Incoming Student Survey 2007

Demographics

Female

Male

Gender

79.73%

20.27%

American Indian/Alaskan Native

Asian/Pacific Islander

Black

Foreign

Hispanic

Not Indicated

Other

Two or more races

White

Ethnicity0.14%9.93%

4.35%

16.60%

8.71%

9.52%0.82%2.72%

47.21%

Incoming Student Survey 2007

Demographics

• If you rated any of these departments poor or unsatisfactory, can you tell us why?

– Common Response theme:

• Curtness/Rudeness

• If you rated any of these departments excellent, can you tell us why?

– Common response theme:• Helpfulness

– “Helpful and professional Staff”– “Because I was leaving the country and the people

in admissions were very helpful.”– “I felt that my needs were important to the

department and that they would go out of their way to help.”

Questions?