Assessment in Student Services

We know that you believe in providing excellent customer service. But, do your clients believe you're hitting the mark...or coming up short? Believe it or not, it doesn't take an office of rocket scientists to quickly develop and implement useful assessment tools. Actually an office of college administrators will do just fineActually, an office of college administrators will do just fine.

AACRAO New Orleans

April 22, 2010

Cathy Glennon UW-Stevens PointEd Lee UW-Stevens PointSusan Dickens Century Community College

UW-Stevens Point

• 4 year public university

• Bachelors and Masters institution

• Enrollment 9,000

• Situated in Central WI community of 25,000 population

University of Wisconsin-Stevens Point

Registration and Records Assessment

• Who is participating in Assessment

• Admissions?

• Registrar’s office?

Our Mission

• The primary mission of the Registration and Records Office is to uphold the academic policies of the university and to maintain the academic records of students.

• Auxiliary services that support this mission include course• Auxiliary services that support this mission include course registration, academic room scheduling, grade reporting, transcript processing, degree audits, campus reports, enrollment certifications and veteran benefits.

• Our Goal– Provide efficient registration and records services

to the university community

• Our Values– Deliver high quality customer service

– Disseminate accurate and consistent information

– Process requests in a timely manner

VH1 Presents – Behind the RecordsFeaturing the 2010 Registration and Records Staff

Annual Workload Measures

Processing Activities• 85,000 grades• 25,000 phone calls• 20,000 registrations• 19,000 transcripts • 12,000 walk-ins/appointments

Office Administration• Academic room scheduling

• Curriculum changes

• Degree Progress Reports (DPR)

E ll i, / pp

• 8,000 add/drops• 5,000 office email inquires• 3,000 grade changes• 2,300 C.E. registrations• 1,800 graduation approvals• 1,500 enrollment verifications• 600 registration cancellations• 550 athletic certifications• 400 veteran benefits apps

• Enrollment reporting

• FERPA regulations

• Registration (appointment times)

• Student record storage

• Timetable preparation

• University academic policies

• Unofficial drops (non-attending)

Service on Committees

UWSP Committees• Academic Affairs

• Academic Appeals

• Constitutional Handbook

C i l

UW System Committees• Central Data Requests (CDR)

Liaison

• Race/Ethnicity Reporting• Curriculum

• Data Protection

• Enrollment Management

• Faculty Senate

• Residency

• Student Affairs Assessment

• Marketing Standards

• Race/Ethnicity Reporting

• Veterans Benefits

• WACRAO – Wisconsin Association of Collegiate Registrars and Admissions Officers

Our customers?

• Registration and Records is one of a few offices on campus that interacts with every student and every f lt b

Stakeholders - Students, Staff, Faculty, Administration, Alumni, UW System, State and Federal Agencies, Stevens Point Community

faculty member every semester.

Assessment Methods

• Faculty and Staff Satisfaction Survey– Distributed by email to over 400 faculty and staff

in February 2005, 2006 and 2007 – average return rate was 26.9%.

– Results-

– Quantitative

– Qualitative (invited comments) responded

Results

• In 2005, 65% of the faculty indicated that submitting their final grades was very important or important. In 2006 that number rose to 73% (3.10 average for 112 respondents).

– Faculty Quote: -- I would like to see us complete the conversion to an ll d l ff b d lk d hall digital system. Tearing off carbons and walking grade sheets over

seems a little dated. If nothing else, it certainly would seem more efficient to do this all digitally. I have my grades on a spreadsheet. I then transfer them to a piece of paper.

Intended Outcome - Program

• Legacy SIS system

• Assessment of the Web Grading Project

– The Registration and Records Office will build an intuitive web grading entry system for which 80% of the faculty will use when submitting their final grades to the Registrar.

Design Process

85,000 grades entered manually

• Outreach - Best Practices

• Mirror current SIS

…Will they come?

• If we build it…

• Staff input/involvement throughout process

• Summer pilot – 31% of faculty volunteered

• Online grading optional

Field of dreams

Assessment

• Web Grading Pilot Program (focus group)– A web grading pilot program was launched in the summer

of 2007 with 31% of the summer faculty participating in the pilot program

– Pilot participants attended one of two information– Pilot participants attended one of two information sessions to view a demo of the project and ask questions.

• System Goes Live in December 2007 (Follow-up Survey) – Optional demo sessions set for the campus community. – Web grading system goes live for 16-week courses.

System Goes Live

• Faculty can submit grades online beginning December 2007

– 82% of the faulty submitted their final grades online

– 96% rated the experience as excellent or good

• Over the next three semesters online grade submission rose to 86%, 89% and 91% respectively.

• Participation is voluntary (paper grading still available)

Web grading participation

88

89

90

91

83

84

85

86

87

Spring 08

Fall 08

Spring 09

Series1

Selected Faculty Quotes

• It's fast. It's easy. Most of all, it gets students their grades quickly and saves faculty and Registrar's staff time and effort.

• I can't tell you how happy I am to have this as an option now. It is 6:30 AM on Sat. morning and I am out the door to go to the Boundary Waters Canoe Area for a week. I don't have to try to

t b i d h t i f V i larrange someone to bring my grade sheets in for me. Very nicely done and I, for one, am immensely appreciative!

• I love being able to submit my grades when the Registration and Records office is closed! I often finish grading over the weekend, and I always want to finish the semester when the grades are done.

Implications for Practice• Web grading captures 88% of all grades electronically

– Roughly 5,000 grades still entered by hand, mainly due from classes that end after the web grading window closes

• 90% faculty participation - exceeds expectations

• Future issues/budget implications

– Transferring D2L grade lists directly into the grading module– Transferring Excel files directly into the grading module– PeopleSoft

Assessment - LoopingClass List Portal created to provide faculty with easy access to class lists

Deleted nearly two-dozen bullets under the Academic Tabs in myPoint

GPA calculator created to assist students and advisors

myAdvisor link added to the student homepage in myPointmyAdvisor link added to the student homepage in myPoint

Online graduation application and email notification system created

Search feature added for online courses, off campus and course length (weeks)

Transcript ordering expanded credit cards, direct billing, signature authentication

Unofficial transcripts (Course History) available online current students/advisors

Program Planning (Involvement)

• All new program recommendations are reviewed during bi-monthly meetings with AIS.

• Meetings with users (e.g. Registration and Records staff, Academic Advisors, and/or Academic Department Associates) are called for input and feedback.

• Individuals that recommend a service or have concerns with a current process are contacted by office staff

• Assessment results are shared with Reg-Rec staff

• Difficult Decisions – what projects can we take on?

Assessment Challenge

• Analyzing results

Challenges and Opportunities

• If you survey and for 3 years in a row your services are rated at 95%

• Readjust your assessment tool• Drill down your surveyDrill down your survey• Move onto another stakeholder group

– Survey units within Student Services– Department program assistants– Chairs of departments

Effective Assessment

Senior level Com class in Assessment

• Student Focus groups – Degree audit

– Student Portal

– Registration process

– Communication

Thanks for Attending

Any Questions?Make sure you fill out the evaluation (Assessment)

UW-Stevens Point

Office of Admissionsand New Student Programs

Assessment

Assessment Considerations

Mission

Values

Stakeholders

Responsibilities

Goals

Mission StatementEstablish, facilitate, and implement admission and enrollment policies that are compatible with the missionof the University.Recruit a well-qualified, diverse student body byintroducing prospective students and their families tothe educational opportunities, programs and servicesavailable at UW-Stevens Point.Introduce incoming students to the opportunities, resources, programs, requirements, and expectations of the University in a positive and supportive setting.

We value:the potential of each prospective student;the gifts diversity brings to our community;a commitment to open, honest communication and

integrity in our interactions with others;equality and fair judgment;respect for ourselves and those with whom we work;respect for ourselves and those with whom we work;a warm and welcoming environment;the opportunity to support parents as their children

transition to higher education;the history and expanding vision of UWSP; and the privilege of helping students realize their academic

and career paths.

Enrollment managementAdmission

New freshman, transfer, reentry, graduate &

Suspension/Readmission RecruitmentPublicationsStudent ambassador

program

Responsibilities

international studentsAdvanced standing

policies - AP, IB, CLEPFreshman scholarships Wisconsin residency Tuition discount programs

Youth Options ProgramOrientation/Registration Admissions Web siteMiscellaneous programsService

Recruit a more highly qualified new freshman classRecruit a more diversified student bodyIncrease number of non-resident studentsCommunicate positive image of UWSPCollaborate with campus departments to improve

Goals

Collaborate with campus departments to improve recruitment of and services to prospective students

Review admission processing flow to improve efficiencyImplement technologies to better serve students and attain efficiencies

Meet enrollment targets

Assessment Methods1. Surveys

a. Daily campus visits, special visit days, visits to high schools, Web site, info nights at hotels, Orientation, Multicultural Leadership Camps, etc.

b. Sent electronically within 24 hoursc. 5-12 questionsd. 5-point Likert scale with comments sections

2. Focus Groups3. Reports

a. Admission/enrollment reportsb. Number of visitors, mailings, telephone calls, etc.

Campus Visits – Survey Results % of respondents that

agree or strongly agree with statement

99% - Treated with courtesy when checked in 99% - Admissions Office staff members were helpful96% - Information provided by speaker was beneficial 99% - Admissions Office speaker was enthusiastic-UWSP95% - Tour guide was informative99% - Tour guide was friendly81% - More likely to attend UWSP after visit

Survey CommentsWe were running a bit late, but they made us feel welcome and

had someone escort us to the presentation right away.

She was great! Of all the campuses I have visited she was the most informed and enthusiastic. You could tell she really enjoyed what she was doing.

O t id Alli d f l W ld 't h k dOur tour guide, Allie, was wonderful. We couldn't have asked for a better guide. She was informative, friendly and overall did a great job.

My tour guide was incredibly friendly and very informative. After our tour was over, she even went out of her way to show me more of the campus when I asked her.

More Survey Comments

Did not talk about meal plans at all in the presentation.

Some of the statistics are found elsewhere soSome of the statistics are found elsewhere, so it’s a bit redundant.

Too bad it wasn’t a bit warmer outside.

Tracy ROCKED! but she had a boyfriend.

ViewPoint Day – Survey Results% of respondents that

agree or strongly agree with statement

99% - Morning presentations were informative98% - Treated with courtesy when checked in

d87% - Tour guides were courteous97% - Overall impression was positive94% - ViewPoint was well organized89% - Visits w/dept representatives were helpful84% - More likely to attend UWSP after ViewPoint Day

Survey CommentsLoved seeing the students in the parking lot to

greet and direct us.Well organized with the right people involved.Both presenters were excellent. My son was even impressedeven impressed.

More Survey Comments

Have only 1 academic breakout and more structure around the lunch hour.

Go through the bookstoreGo through the bookstore during the tour.

I would suggest you have a tour guide with us all day.

Morning was good, but the food was cold.

ResultsMeasurement 2007 2008 2009 % Change

CampusVisitors

6,687 6,989 8,564 28% increase

# of Information Packets Requested

1886 1348 3411 81% increase Requested Minority New Freshman Enrollment

114 130 148 30% increase

Non-resident Enrollment

721 793 850 18% increase

Implications/BenefitsInforms us of how well we are doing (i.e. are we

meeting our goals?)Reinforces positive practices, but also promotes

change when it is necessaryRequires regular monitoring and analysis of reportsRequires regular monitoring and analysis of reports

and survey resultsCan be threatening to some members of staffProvides feedback for other areas of the campusEncourages staff ownership

• Brainstorming meetings

Assessment in Student Services

• 2-year public community and technical college

• Enrollment 13,000

• Minnesota State Colleges and Universities

• Located in White Bear Lake MNcommunity of 150,000 population

OUR VALUE STATEMENTThe Century College community values:• inspiring learning • broadening perspectives • pursuing excellence • responding to community needs • achieving goals • transforming lives • celebrating achievement

Century.edu : The #1 Celebrity Site for breaking news, records features and staff photos ... Century.edu : The #1 Celebrity Site for breaking news, records features and staff photos ...

CENTURY.EDU THE #1 CELEBRITY SITE FOR BREAKING RECORD NEWS, FEATURES AND STAFF PHOTOS…

WHY DO WE NEED ASSESSMENTOF STUDENT SERVICES?

• Accountability

• Cost

• Access

• Equity

• Accreditation

Why do we need assessment of Student Services? (cont’d)

• ARE WE DELIVERING WHAT WE PROMISED?

ARE WE PROVIDING HIGH QUALITY RESULTS IN• ARE WE PROVIDING HIGH QUALITY RESULTS IN A COST-EFFECTIVE MANNER?

• DO OUR SERVICES, PROGRAMS, AND FACILITIESCONTRIBUTE TO STUDENT LEARNING?

Access Center Assessment

Assess number of students served and report disabilities by specific categories• Monitor for trends to align services

Assess student success by services used via GPA results• Monitor for trends to align servicesg

Assess services received in the Access Center:• What services did you receive?• Did the services meet your needs to be successful while attending Century College?• If you received class notes in your classes, were they adequate and available within a• How can we improve services to meet your needs as a student in the Access Center

• Achieve 90-95% helpful to “very helpful” service.

Admissions Assessment

• Prospective student appointments with Admissions staff• Applications processed• Number of college fairs attended by Admissions• Number of off-campus presentations• Group Tours• High School visits High School visits• Discover Century Sessions• One Stop Registration attendance• Email inquiries• Ask Century inquiries

Evaluate efficiency and availability to meet student needsUse trend data to focus recruiting marketing efforts to improve more efficient yieldMonitor trends for improved numbers

Assessment Assessment

• How many students take the Accuplacer Test • Course placement of students completing Accuplacer Test• How many students completed the ESOL/Accuplacer Test• How many students completing the ESOL test were referred to take the Accuplac• How many students completing the ESOL test were referred to take the Accuplac• Number of placement tests were completed in Assessment Office• Number of tests proctored for make-up testing• Which disciplines utilized the Assessment Office for make-up tests

Monitor for trends to align services and/or coursework.

• Resource availability to Career and Technical Program students on East Campus• Career Service walk in assistance hours

Career Services Assessment

• Career Service walk-in assistance hours• Business participation in Job Fairs

Establish baseline data by tracking time spend on East Campus and number of stuIncrease students serviced by 10%Increase Business’s participation by 25%Increase number of employer participation by 10%

• Student Evaluation of Counselors- Increase student satisfaction survey results to 90% Exceeded Expectations” or

• Counseling Database- Information about each student served regarding the following: walk-in assistan

appointment, group, personal/academic/career counseling, program degree, m

Counseling Assessment

pp g p p g p g gand referrals

• Efficiency of Counseling Services for Financial Aid students- Counselors meet with approx. 100 students appealing 150% max time frame su

during the highest student demand time the week before the semester starts

Surveys will be reviewed for target areas of improvement listed on the evaluations.Information collected will be used to improve efficiency of services.Strategies to inform students earlier will be explored and used for greater efficiency.

• Grade changes• Veteran benefit apps• Registration cancellations• Transcript requests

• Course Registration assistance• Enrollment verifications• Graduation evaluations• Athletic Certifications

Records Office Assessment

Transcript requests• Satisfactory Progress Reporting• Special Population Assistance• Change of Majors• Telephone enquiries

Athletic Certifications• Degree audits• Add/drop/withdraw processing• Email enquiries• Telephone enquiries

Student Life Assessment

• Assess quality of orientation through student survey at close of each orientation• Achieve 90-95% positive satisfaction rate.

• Assess students’ experience at Century College through a mandatory online suof application for graduation.

• Monitor satisfaction rates and comments to align services accordingly.

Student Support Services Assessment

• Monitor and improve satisfactory academic progress

• Monitor and achieve graduation and transfer goals

• Monitor and achieve persistence goals• Monitor and achieve persistence goals

Sixty percent (60%) of eligible participants will maintain a cumulative GPA of 2.0 or highThirty-four percent (34%) of each cohort will graduate and/or transfer to a 4-year institu

within three years.Seventy percent (70%) of participants will persist each year (either re-enroll, transfer, o

• Transcripts received, evaluated and processed- Currently enrolled students- New students who reserved a New Student Orientation Session

• Annual DARS and Transfer Student Advising “Customer Service Survey”

Transfer Student Services/DARS Assessment

• Analysis of Unit activity• Productivity benchmarks• Completion rates for unit intake• Students served• Credits/courses evaluated/processed

Achieve 90-95% “Helpful” to “Very Helpful” serviceProvide reports to reflect data generated

Tutoring Services Assessment

• Maintain communication with faculty and recommend tutors• Regularly evaluate the growth and retention of the program and make changes as• Maintain annual College Reading and Learning Association (CRLA) Certification a

CRLA guidelines to offer continual training for tutors• Administer surveys and hold focus groups each semester and use tabulated data

make improvements as necessary

Survey 75% of students in TLC sections, 10% of students utilizing Peer Tutoring, 100% of student workers, and 100% of TLC faculty regarding their tutoring experienan over 75% completion rate to make strategic improvements to the Tutors Linked toand Peer Tutoring Programs.

New Student Success Initiatives

New Initiatives:

• Learning Communities

• Reading 80 Mentoring Projectg g j

• Reading 90 Project

• Early Warning and Student Success Day

• Internal Communication Improvement

• Support Center Usage Tabulation

What do we do with our data?

• Internal marketing

• Are the students who need to use the services using them?

• Are the services contributing to student success?g

• Can the college demonstrate to the funding agency:- Students are using the services; and- The services are improving student success

• Are students satisfied with the service

• Are the centers staffed appropriately