STUDENT LEGAL SERVICES ASSESSMENT PROCESS Jill Stangl Attorney at Law / Managing Director SLS October 20, 2011

STUDENT LEGAL SERVICESASSESSMENT PROCESS

Jill StanglAttorney at Law / Managing Director SLS

October 20, 2011

SLS ASSESSMENT HISTORY

FY 2009

FY 2009 ASSESSMENT RESULTS - Survey

FY09 Assessment Survey Benefits

• Began assessment of student learning

• Easy to administer - paper survey

• Inexpensive

Drawbacks• One set of questions for all areas of law

• Keeping up with paper

• Doing something with the data

Participation Rate – 50%

FY 2009 ASSESSMENT RESULTS – Student Learning

Knowledge Comparison Before and After Consultation

• 8% of clients report significant to expert knowledge prior to consultation• 75% of clients report significant to expert knowledge after consultation

Over 67% of clients reported a significant increase in knowledge level after consultation

FY 2009 ASSESSMENT RESULTS – Student Comments

• “read contracts”• “about small claims court procedures”• “ways of recovering damages”• “general legal system in USA”• “difference between legally right and morally correct”• “how interest rates work”• “the fine print is evil”• “offense is considered felony”• “what the patriot act notification is”• “how serious a theft charge is”• “that I should have come a long time ago – it is so helpful!”

What did your learn? (sample student comments)

FY 2009 ASSESSMENT RESULTS - Retention

433 Students Retained


FY 2010

SLS ASSESSMENT - Survey

FY10 Assessment Survey Changes

• Paper survey results entered into Student Voice database

Benefits• Improved data analysis

• Could get rid of paper after data entry

• Could track responses by area of law

Drawbacks• Human error in data entry

• One set of questions for all areas of law



Knowledge Before Consultation Knowledge After Consultation

Before consultation: • 48% reported minimal to no knowledge • 8% reported significant to expert

knowledge

After Consultation:

• 4% reported minimal to no knowledge

• 65% reported significant to expert knowledge

RESULT: Over 57% of clients reported a significant increase in knowledge level after consultation


• Great advice! Feel more confident in my next moves.

• Great service for students. Nice to know we have something like this available.

• I consider this to be a very important service to students.

• I feel better finding a solution to this problem and more optimistic.

• I feel better prepared to face this issue.

• I feel more at ease knowing something can be done.

• Very good, organized and completely professional

• Service and advice was excellent. I could focus on my studies once again after talking to them.

• Life saver!!

FY 2010 ASSESSMENT RESULTS – Focus on Studies

Focus on Studies

41% of students reported that their issue was adversely affecting their ability to focus on their studies

FY 2010 ASSESSMENT RESULTS – Retention by Area of Law

Landlord Tenant 85.94% retained

Criminal Law 87.96 % retained

Family Law 82.93% retained

Auto/Medical Issues 95.45% retained

Consumer88.37% retained


Retention

Over 80 % of students reported that the assistance they received from SLS enabled them to better focus on their studies and remain enrolled at Texas Tech University.



FY 2011

FY 2011 ASSESSMENT - Survey


• I Touch administered survey using Student Voice

Benefits• Interactive Survey

• Isolation of data by variables

• Data analysis instantly available

• Increase in student feedback

Drawbacks• Initial start up cost

• Technology issues



Before Consultation After Consultation

Before consultation: • 53.5% - minimal to no knowledge • 7% - significant to expert

knowledge

After Consultation: • 4.69% - minimal to no knowledge• 70% - significant to expert

knowledge

RESULT : Over 63% of students reported a significant increase in knowledge level after consultation


• Able to get quick legal advice and a better understanding of what my next step should be.• Answered all of my questions and was extremely helpful even though it wasn’t the answer I wanted.• Appointment was fast, attorney was knowledgeable, and the solution along with the process to get there was clearly laid out.• Attorney clearly wanted to help and will do anything within her power to help me resolve my situation.• Always helpful and friendly. I always feel as if they want to help instead of having to help.• Attorney was very kind to explain every option and procedure. Now I know what to do and feel much safer with him being involved. Best thing that ever happened to me.• Attorney was very knowledgeable and friendly. She walked me through the paperwork to make sure I knew how to respond to questions.• Awesome.• Attorney was extremely helpful and I think I will be able to have a decent night sleep. My situation is very unusual and she helped a lot.

FY 2011 ASSESSMENT RESULTS – Focus on Studies

Affect on Studies

RESULT: 78.8% of students reported that SLS enhanced their ability to focus on their studies

Focus on Studies


Criminal Law –74% retention Consumer – 77% retention

Business Law –76% retentionAuto/Medical–79% retention


Landlord Tenant – 76% retention

Family Law – 73% retentionEstate Planning– 70% retention


Over 75% of students reported that the assistance they received from SLS positively impacted their ability to remain enrolled at Texas Tech University.


Retention

ASSESSMENT

FY 2012

FY 2011 ASSESSMENT - Survey


• Changing data analysis software from Student Voice to Right Now

Benefits• Interactive Survey

• Continued use of I touch

• Instant data analysis (?)

• Cost

Drawbacks• Learn new software

• Technology issues

Documents

STUDENT LEGAL SERVICES ASSESSMENT PROCESS Jill Stangl Attorney at Law / Managing Director SLS October 20, 2011