RETENTION:NOT A FINANCIAL AID OFFICE RESPONSIBILITY,

WRONG!!!MASFAP Spring Conference

March 12, 2014

Ms. Kathy A. Brockgreitens-Gober, Dean of Enrollment Services St. Charles Community College

Ms. Sara Honeck, Director of Student Financial Aid University of Kansas Medical Center

Ms. Jody Paterson, Bursar, Webster University

Retention: From a Enrollment Manager’s

Perspective

Ms. Kathy A. Brockgreitens-GoberDean of Enrollment Services

St. Charles Community College

St. Charles Community College

SCC At-a-Glance

Established in 1986 with the first classes held in 1987. St. Charles Community College is a public, comprehensive two-year community college. District/Service Area: The SCC College Taxing District includes the school districts of Francis Howell, St. Charles, Wentzville, Fort Zumwalt and Orchard Farm, including nearly all of St. Charles County. Extended Service Area: 3,239 square miles including St. Charles, Callaway, Lincoln, Montgomery and Pike counties.

Fall 2013 Enrollment FiguresHeadcount 7477

FTE 4860

Credit Hours 72,906

Full Time 47.5%

Part Time 52.5%

General Education/Transfer 88%

Career/Technical 12%

FF Head Count 1,830 15.7% Increase from FA12

Fall 2013 Student Demographics

Female Students 57%

Male Students 47%

Students under age 18 1.9%

Traditional Students age 18-22 62.1%

Non-Traditional Students ages 22< 36%

Minority Students 15%

Students from St. Charles County 80%

Changes to the Organizational Structure

2003: Reorganization of Student Affairs: Admissions, Registration and Financial Aid were joined to create Enrollment Services and all report to the same Dean but still physically located in 2 separate areas.

2007: Renovation of existing space to create a one-stop-shop for Enrollment Services. All staff cross-trained to be able to assist students with first level Enrollment and Financial Aid issues without having to pass them on

2012: Reorganization of Student Affairs. Academic Advising Assessment Center, Transfer Services, and Career Services are added to Enrollment Services and report to the Dean of Enrollment Services. Although still physically located in 3 separate areas.

2013-2014: Long Range Planning includes an initiative to create a One-Stop-Shop for all the Enrollment Services Functions. Final Determination on this project will be made in May 2014 with Board approval of the FY15 Budget.

Advantages of a One-Stop-Shop (OSS)

An OSS has the ability to correct the complex and confusing nature of the way we conduct business today.

It is a student-centered model that offers a sustainable and cost effective way of delivering value and quality to higher education.

An OSS is driven by student needs, the problems students face, and the solutions necessary to help them succeed.

OUTCOMES of an OSS(as related to retention)

Provides the opportunity for increased individual attention in one central location. Service levels increase by requiring fewer steps for students and staff to complete. Provides a simplified enrollment process. The OSS concept sends the message that an institution cares not only about a student applying for admission, but that they are there to assist them with all of the other services necessary for them to complete their educational goals.

Eliminates the “silo” approach to student services. Maximizes investments in technology. Costs are reduced through streamlined efficiencies and better

use of systems and staff to maximize resources and improve impact.

Employee morale will improve by creating an environment where staff feel empowered to better serve the needs of students and to work in a manner of high productivity.

This model facilitates cross training. The resources students need to succeed are all in one place.

Additional Outcomes of an OSS

Define and Implement New Recruitment & Retention Strategies

Establish enrollment targets prior to the beginning of each registration period

Regular monitoring and reporting of data

Communicate and track prospects and applicants Mailings E-mail Robo phone calls Personal phone calls Parent engagement

“Be Ready” Program Cross Campus Enrollment Team Enrollment Services has collaborated with the Marketing department to develop a comprehensive Marketing and communication plan. A+ Program Information nights are scheduled 3 times each spring to inform parents and program participants of their responsibilities after high school graduation. FAFSA awareness events within local high schools REGFEST - New and current student registration event.

Student Outreach and Engagement

Student Outreach and Engagement Financial Literacy workshops Academic counselors are now having conversations with students to develop a plan to enable them to stay in school when they are considering dropping out. Developing a new Academic Progress policy that includes intervention strategies and requirements. Additional assistance to our student veterans

Career assessment and planning Intrusive advising Develop academic plans for success Expand our Veteran lounge PTSD support group

What we have learned! Recruitment efforts are working –

additional focus on retention is needed.

Current budgets as well as performance funding places retention at a high priority.

Retention is a campus wide responsibility.

Students Procrastinate!!! Develop a plan that has campus-wide

buy in. Fix the ideas that aren’t working and

develop new ones as you go…

Retention: From a Financial Aid Director’s

Perspective

Ms. Sara HoneckDirector of Student Financial Aid

University of Kansas Medical Center

The University of Kansas Medical School Only Medical school in Kansas Located in Kansas City, KS Need Blind admissions Educates University of Kansas Health Profession

students All Transfer Students – No Freshman or Sophomore

students

Health Profession School Medicine, Nursing, and Health Professions

(Allied Health specialties) AY13 Total Enrollment…..2,500 Students AY13 Aid Recipients……...1,900 Students AY13 Total Financial Aid..$51.5 million

Aid Recipients Medical Students……………741 Graduate Students………….879 Undergraduate Students…309

Retention Rates Medical Students……………………......97% Nursing Students

Graduate Students………………..70% to 80% Undergraduates-Traditional…..97% Undergraduates-Online……......80%

Health Professions (Allied Health)..95%

Why Do Students Leave? Academics Illness Change of Heart Financial

Recruitment Practices – Prospective Students Meet with various groups of students to discuss costs and

Financial Aid opportunities Post-Baccalaureate/Pre-Matriculation Programs High school students interested in Health Professions College students interested in Medicine Admission applicants Kansas Medical Student Loan Program

Retention Practices – Current Students Appropriate Cost of Attendance Kansas Medical Student Loan Program Awarding Strategies – Campus Based Funds Scholarships – Academic Departments Orientations Annual sessions with students “Popcorn Thursday” Financial Aid Day

Retention Practices -Collaboration with University Departments

Academic Departments Regular Meetings Shared Directories – Sharepoint with Knowledge Center Satisfactory Academic Progress (SAP) Policy Library

One-Stop Shop Newly combined office with Admissions, Registrar, and

Student Financial Aid

Retention: From a Bursar’s Perspective

Ms. Jody PatersonBursar

Webster University

Webster University

Established in 1915 by the Sisters of Loretto as a 4-year private, non-profit, Catholic women’s college in St. Louis, Missouri

1962 became coeducational 1967 Sisters of Loretto transferred ownership and

leadership to a lay board of directors 1983 became a University

Webster University Students:

5,000 Undergraduate students 15,000 Graduate students

Students from 50 states and 148 countries Average class size of 10 and a Faculty-to-Student

ratio of 1 to 9 Global University with 100+ locations: U.S. metro

sites, military bases, and corporate sites, Vienna, Leiden, Geneva, London, China, Thailand, and Africa

75 majors and 60 graduate programs Missouri’s No. 1 online graduate education programs

and No. 3 online graduate business programs

Webster’s Bursar Office Student Accounts & Collection Offices Student Accounts & Cashier Services: Two

Assistant Bursars & 11 Staff MembersCashiers (3)Customer Service & Clearance (2)Third Party Billing & VA Refunding ( 2) Student Refunding (2) International Campus & Student Services (1)Billing Coordinator (1)

Internal Collections: Manager & three staff members

Webster’s Bursar Student Retention Initiatives

Training, Assessment, and Professional Development

Student-Customer Service

New Academic programs

Other programs and services: free Metro bus passes

Policies and Processes (all)

Procedures (all)

Webster’s Bursar Student Retention Initiatives

Global Collaboration & Coordination: Where is the standard entry point for student-customer service? Admissions and Enrollment Management offices *Financial Aid* and Bursar offices Student Affairs, Student Advising and Registrar offices Study Abroad Academic departments, Extended sites, International

campuses, Community schools, Academic Affairs, Corporate Affairs, Online Learning, Adult Learning, and Professional Development

Webster’s Bursar Retention Initiatives -Communication

Phone Calls, Letters, and Emails Web Pages and Social Media Online Portals and Functionality with messaging Posters and Brochures University Publications (electronic and hard copy) Student Government Association Student Orientation, Student Fairs, and Table Events Financial Literacy Programs and Vendor Marketing

Webster’s Bursar Retention Initiatives –Student Accounts

Billing Statements with pending financial aid Online dynamic financial aid and account information Payment Options (military tuition assistance, MTAP, direct

billing, VA benefits, payment plans, employer reimbursement)

Student registration hold policies for students with past due balances ($1,500 threshold)

No cancellation of classes or interest charges on unpaid student account balance

New automation for discounted tuition rates Consolidation of charges for study abroad students Special financial arrangements

Webster University Institutional Initiatives

First Year Experience and Retention Program StaffingNew Military Affairs office with a VA RepresentativeCompetitive and discounted tuition rates and special

Financial Aid programs for targeted student groupsUniversity wide Welcome Students and Retention

advertisements and celebrations On-campus FAFSA Completion and outreach servicesRetention software (MAP-Works) and related

University wide collaborations and coordination University Administrators’ open forums on the State

of the University

Your Questions &

Happy Spring 14MASFAP Conference!