SPRING 2010 STUDENT SERVICES ASSEMBLY

SPRING 2010 STUDENT SERVICES ASSEMBLY

Agenda

Introductions

Accomplishments and Goals

Student Services “Mantra”

Customer Service as an Identified Concern

Webinar Dates as Continued Information

EG

Here are the dates/times of the customer service webinars to be held in LRC 104

1. Tuesday, June 15th 10:00am – Best Practices in Providing Exceptional Customer Service in Higher Education

2. Tuesday, July 13th 10:00am – Embracing Technology to Promote Exceptional Student Services in Higher Education

3. Thursday, July 15th 10:00am – Exceptional Front-line Customer Service in Higher Education

All are 90 minutes in length.

Introductions

FacilitatorsRenee DauerEmilie GeretyAna RamirezAdelfa LorenzanoAll

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Accomplishments and Goals

AccomplishmentsConcernsMantra Suggestions

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2009-2010 ACCOMPLISHMENTS

The opening of our web room for students to have immediate electronic access to their admissions, financial aid, transcripts and transfer information.

Coordination of the Assessment Office calendar with other components of RTG with the customer (high school administrators) in mind.

Completion of a Athletic Game Management Guide for each intercollegiate sport to better coordinate security and services at Reedley College sporting events.

Development of a web page that will provide up to date information to our Calworks students. The launch date is September, 2010 with the assistance of the IT staff in completing the web page by the September date.

Expansion of probationary workshops, on-line advising and the use of the new web room for walk-in students on Fridays.

MW

2009-2010 ACCOMPLISHMENTS, continued

We have also improved our communication efforts by using email referral notices to inform students of an Early Alert referral.

We have also recently added a new feature to our WebAdvisor Early Alert referral page. Instructors now have the option of writing brief comments regarding student performance in order to provide clarification and/or additional information for counselors and student services support programs.

Re-formatted EOPS student counseling sessions into three distinct cycles during the school year. This allowed us to hold students more accountable and eased the number of unplanned session as students rushed to complete their mandated three counseling sessions at the end of the school year.

Utilization of document imaging (Hershey) in FAO in an effort to reduce operating costs and improve efficiency, we will use document imaging, e-mail, and net services to better serve students.

Maintained Health and Psychological services in spite of budgetary challenges as we extended our outreach after building projects were completed – new residence hall and student center.

AL

2009-2010 ACCOMPLISHMENTS , continued

In spring semester 2010 the students moved into a newly constructed building and the old residence hall was demolished.

This years’ goal was to act as a model for the North Centers and Fresno City College to provide what had come to be known the Reedley model for orientation and registration on the high school sites.

Successful election of a Student Rep Fee at Reedley College, to be implemented in the Spring of 2011.

Initial development of K-16 Bridge Program with the intent to increase the number of students transitioning to post-secondary institutions by making the K-12 schools an active participant in the process.

Developed strategies to accommodate growing demand for tutorial services without increasing costs through group tutoring, identifying alternative funding sources, the use of volunteers and the like.

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• Continue to review and assess Career Technical Education programs resulting in programs that anticipate and respond to workforce needs as well as those of area high schools. Emphasis will be on incorporating sustainability and green technologies in existing curriculum as appropriate and identifying viable new training programs. (RCSP 1.2, 1.3, 2.2, 3.1, 4.1, 5.1, 6.2, 7.1, 7.2, 7.3, 7.4; SCCCD Goal 9)• Continue progress in developing, implementing, and evaluating the assessment of learning outcomes at the course, program, degree, and institutional (general education) levels. (RCSP 3.1, 3.2, 3.3, 4.1, 4.2, 5.1, 5.2, 6.2; SCCCD Goal 4.1) •Increase the use of technology throughout the college in support of teaching and learning and increase access to and dissemination of information among students and staff. (RCSP 3.1, 3.3, 3.4, 4.1, 4.2, 4.3, 5.2, 6.1, 6.2, 6.3; SCCCD Goal 3; Accreditation Recommendation 2)

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REEDLEY COLLEGEANNUAL GOALS

2010 - 2011


2010 - 2011 , continued

Implement a FY 2010-2011 budget that maintains student access as much as possible, that is balanced with a minimum amount of funds from the RC reserves and still contributes to the SCCCD maintenance of a prudent general fund reserve, maintains permanent employees to the maximum extent possible, and results in 1% FTES growth over FY 2009-2010. (RCSP 7.2, 7.3; SCCCD Goal 2)

Analyze ARCC data, program review data, and other applicable sources to identify and implement strategies to improve student success, including persistence and retention, in basic skills, ESL and SPAR (student progress and achievement rate). (RCSP 1.2, 3.1, 3.2, 3.3, 3.4, 4.1, 4.2, 4.3; SCCCD Goals 1, 7, 9; Accreditation Recommendation 1, 4; Accreditation Planning Agenda 2A.1, 2A.2, 2B.1, 2C.1)

Begin implementation of the Educational Master Plan with emphasis on planning for the North Centers separation from Reedley College, identifying growth areas, class size, and professional development of administrators, faculty, and staff. (RCSP 2.1, 3.1, 3.2, 3.3, 4.1, 4.2, 4.3, 5.1, 5.2, 7.1; Accreditation Recommendations 2, 3, 6)

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2010 - 2011 , continued

Develop accreditation self study in preparation for October 2011 reaffirmation site visit; assist the North Centers with preparation of Willow/International self study requesting candidacy. (RCSP 2.1, 5.1, 5.2; Accreditation Recommendation 2, 3, 6)

Analyze and evaluate class schedule offerings to ensure needs of students

are being met in an effective, efficient manner that is conducive to meeting enrollment targets while operating within the current budget. (RCSP 2.1, 3.1, 3.3, 4.1, 5.1, 5.2, 6.2, 7.1, 7.2, 7.3, 7.4; Accreditation Recommendations 3, 4)

Refine current marketing, outreach, and customer service activities and

identify new, efficient methods to promote college programs and services to a diverse audience. (RCSP 1.1, 2.1, 1.3, 1.4, 2.2)

Develop an Enrollment Management Plan with emphasis on targeting populations

such as Hispanic males, workforce development students, twenty-four to thirty year-olds and distance learners while establishing goals and strategies for recruitment, retention, and completion. (RCSP 2.1, 3.1, 3.2, 3.3, 4.1, 4.2, 4.3, 5.1, 5.2; Accreditation Recommendations 2, 3, 6)

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2010-2011 STUDENT SERVICES GOALS

A & R program learning outcome of training students in the use of district-issued email, which will be the college’s primary means of electronically communicating with the student.

Coordinate Transfer Center staffing, classified and student, within budget existing constraints that provides continuity of services to students as well as evening and weekend opportunities for application workshops.

Establish a new service of proctoring faculty make-up tests here in the assessment center.

Establish protocol for the validation and eventual implementation of the LOEP assessment.

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2010-2011 STUDENT SERVICES GOALS , continued

Create a series of workshops for all coaches, sharing recruiting, fundraising and other skill-building ideas as a means of overall program development.

Recognizing that budgets for categorical programs continue to shrink, Calworks plans to share resources when and wherever possible with other campus categorical programs i.e. EOPS, will need to occur in order to maintain basic services to our program students.

Counseling plans to implement the use of the SARS Grid software to better coordinate student appointments, track student contacts, provide immediate feedback to instructors for Early Alert, etc.

Continue to improve faculty participation and use of Early Alert to assist in our retention efforts and hope to expand referral categories for instructors to use in the future.

Develop a campus Enrollment Management Plan that emphasizes both retention and targeted growth.

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EOPS will identify and serve approximately 434 students, which is a substantive reduction in the number of student served in years past, in the same efficient format developed this year.

Completion of the new Veteran’s Resource Center, adjacent to the Financial Aid Office, and coordination of student services for our veteran population.

Purchase and implementation of new scholarship application software program. Extend and refine Health and Psych. Services outreach to the residence hall and

general campus community, using the new student center, with the underlying goals of providing information and resources to promote access to health care using a variety of communication modes – posters, videos, etc.

Develop a culture volunteerism, partnerships and contribution within our Residence Hall community through increased programs and activities – an example of which would be our participation in the Youth Leadership Institute for 2010-2011.

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Last years’ goal was a three percent increase in new enrollments, targeting Hispanic males and high-achieving Hispanic students throughout our feeder area. We plan to assist in the development of a Reedley College Enrollment Management Plan that is supported and continuously evaluated by data.

Implementation of Student Rep Fee at Reedley College in the spring semester of 2011.

Development of the K-16 curriculum, blending the established concepts with those more appropriate to Reedley College – bilingual lessons, novella projects targeting parents and first generation college students, etc.

Expand and improve tutor training within budgetary constraints using group formats, volunteerism, etc.

RD

Where we left off …

Student Services “Mantra”

EG

Mantras from 12.15.09 Division Assembly

Motivate Inspire Clarify Educate Cooperate Growth Facilitate Embrace Empower Encourage Support Students Health Promote Enrich Expand

Student Centered Student Services Assist Guide Respect Listen Understanding Direct Smile Organize Advise Inspire Lead Provide Committed to Success Changes lives through

Education

Student Success Student Learning and

Success Improving student learning Access to Education Quality Education =

Lifelong Learning Quality Education =

Student Success Quality Education =

Student Success and Community Vitality

Student Success and Community Development

Promote the development of our students and community

Preparing students for life and employment

Promote student success and lifelong learning

through accessible quality educational programs

Provide quality instruction and service to our community

Provide quality educational programs and services for the development of our students and community

Promote the development of our students for lives of fulfillment and service to the community

Provide affordable, quality, and accessible learning opportunities for a diverse student population

Advance the educational development of our students by providing high quality, accessible, career-focused, pre-baccalaureate programs and services

EG

The work done at SSMC

Some of the most frequently suggested mantrasfrom the Division Assembly were words like“Support,” “Communication,” “Empowerment,”and “Respect”. We looked for an underlyingtheme, or themes to identify the following valueStatements:

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Value Statements

Communicate! To convey information in an honest, accurate, timely and direct manner, both internally and externally.

Advocate!To support our students with solutions that are thoughtful and creative, with the goal of improving student success and retention.

Respect! To consistently treat everyone in an ethical, respectful, truthful and trustworthy manner.

Empower!To provide an environment for our students that promotes lifelong learning, personal growth, personal accountability and civic responsibility.

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Our Student Services Mantra …

“We C.A.R.E.”

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Reedley College Student Services“We CARE”

“Our mission is to provide a system of services that support achievement of educational goals for a diverse student population.”

The values that guide our work: Communicate!

To convey information in an honest, accurate, timely and direct manner, both internally and externally. Advocate!

To support our students with solutions that are thoughtful and creative, with the goal of improving student success and retention.



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“Good” vs “Evil” Exceptional Service

http://www.youtube.com/watch?v=FUrgOkSFD78&feature=related

http://www.youtube.com/watch?v=lwPdQehYXZA

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Customer Service and Professionalism

Concerns from 12.15.09 Division Assembly:

Accountability of duties/actions Customer service inconsistency Remind people why we are here Lack of communication between Student Services departments

(cooperation-coordination) More assemblies that include all departments, classified and

certificated personnel Privacy/Confidentiality in work place

”There are no traffic jams along the extra mile.”- Roger Staubach

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Clarus Report (Marketing Plan Development) Feb. 2008

Initial Customer Service Scan Results found “Customer Service Issues”:

20 Total Requests For Information from “Secret Shopper” 3 No Opportunity To Leave Message/ Failed E-Mail Delivery 17 Contacts Requested Information

10 Nothing Received To Date 7 Packets Received (May Increase Due To Recent Calls)

35% Response

”Customers don’t expect you to be perfect. They do expect you to fix things when they go wrong.”

- Donald Porter V.P., British Airways RD

Mission Statement from 4 CS

The California Community Colleges Classified Senate (4CS), constituted as a voluntary membership body of appropriately recognized shared governance bodies, colleges, and districts which recognizes the value of higher education in the state of California, sees its mission as:

• Providing quality service to promote student success

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Guidelines and Criteria of California Community Colleges Classified Employees of the Year

The following guidelines are to be used in making the selection of nominees and finalists.

1. The nominee should be committed to the fundamental principles of the California Community College mission as well as the mission of the local college district.

2. The nominee should be committed to high standards of job performance and exemplify professionalism. Motivated and interested in the job Demonstrates high skills, competence, and knowledge on the job Plays a leadership role in employee/management collaboration Promotes collaboration within the work environment Is committed to high standards of performance Exemplifies professionalism at all times Steps up to cooperatively work through problems

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Customer Service Isn’t “Rocket Science”

Revco/CVS Drug Stores instituted a customer service improvement program based on the slogan, "Every customer, every time." In order to make this slogan come to life, they asked themselves, "What do we want to happen to every customer every time in order to promote good customer service?"

The whole process was distilled down to three behaviors that Revco thought everyone could deliver:

1. Greet customers every time they enter the store.2. Every time a salesperson sees a customer searching for a

product, the employee asks the customers if they need assistance.

3. Make eye contact with customers every time you speak to them.

“Do what you do so well that they willwant to see it again and bring their friends.”

WALT DISNEYMW

Customer Service Isn’t “Rocket Science”

Next, Revco/CVS set about measuring how well the standards were being implemented. They sent paid "mystery shoppers" into the stores to check for the use of the three behaviors. The shoppers reported compliance about 90% of the time.

Revco/CVS also measured whether the number of complaints to their customer service representatives rose or fell, and found that they were falling, while a number of comments from satisfied customers went up. From these measurements, the program was deemed a success.

"Every customer, every time" became more than a slogan; it became a way of doing business because the service standards were specifically stated and then measured on a regular basis. Each store manager was responsible for reinforcing the specific service standards in his or her employees.

“Customer service is not a department, it's an attitude! “ UNKNOWN

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2009-2010 STUDENT SERVICES SATISFACTION SURVEY RESULTS (E.G.)

98 % of students responded positively when asked if Student Services personnel were courteous and helpful.

98% of students responded positively when asked if information was clearly explained by Student Services staff.

97% of students said that they would refer others to our services.

100% of responses regarding Health/Psychological Services were positive.

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Reedley College Student Services“We CARE”

“Our mission is to provide a system of services that support achievement of educational goals for a diverse student population.”

The values that guide our work: Communicate!

To convey information in an honest, accurate, timely and direct manner, both internally and externally.

Advocate!To support our students with solutions that are thoughtful and creative, with the goal of improving student success and retention.



AL

HOW DO WE SHOW “WE CARE”?

"What do we want to happen to every customer every time in order to promote good customer service?“

1. Before Contact with Students and Staff

2. First Contact/Phone Contact with Students and Staff

3. Dealing with the “Customer” – Students and Staff

4. Follow Up with the “Customer” – Students and Staff

MW

Here are the dates/times of the customer service webinars to be held in LRC 104

1. Tuesday, June 15th 10:00am – Best Practices in Providing Exceptional Customer Service in Higher Education

2. Tuesday, July 13th 10:00am – Embracing Technology to Promote Exceptional Student Services in Higher Education

3. Thursday, July 15th 10:00am – Exceptional Front-line Customer Service in Higher Education

All are 90 minutes in length.MW

Documents

SPRING 2010 STUDENT SERVICES ASSEMBLY