Adventures and Pitfalls in Going Electronic

A TALE OF FOUR UNIVERSITIES

BREE CALLAHAN –UNIVERSITY OF WASHINGTON CHAD PRICE –ARIZONA STATE UNIVERSITY HEIDI SCHER–UNIVERSITY OF ARKANSAS JAMIE AXELROD —NORTHERN ARIZONA UNIVERSITY

UW Campus Info

◦ ◦ ◦ ◦ University of Washington (UW) ◦ Disability Resources for Students (DRS) serves 1350 students ◦ ◦ UW total student population 42k DRS serves 3.2% of student population 7 fulltime staff, 2 part time staff and 12 student staff Quarter system Medical, Dental and Law Schools 3 campuses in region

ASUCampus Info

Arizona State University ◦ Disability Resource Center (DRC) services 2600 students ◦ ◦ ◦ ◦ ◦ ASU total student population 82K DRC services 3.3% of student population Staffing: 4 offices, 31 full time staff, 3 half time staff, multiple student workers Semester system (3 sessions per semester A,B,C) 14 schools/colleges, law school, multiple campus locations

UA Campus Info

University of Arkansas ◦ Center for Educational Access (CEA) serves 2117 students with disabilities ◦ UofA total student population 25k ◦ CEA serves 8.5% of student population ◦ Staffing: 13 full-time staff, 3 graduate assistants, 25-30 hourly employees (conversion specialists, transcriptionists, golf cart drivers, lab assistants, proctors), 1 part-time computer support specialist, *Others providing services: interpreters, notetakers ◦ Semester system ◦ 8 colleges, law school

NAU Campus Info

Northern Arizona University ◦ Disability Resources (DR) serves 573 students ◦ ◦ ◦ ◦ ◦ ◦ NAU total student population 21k DR serves 2.8% of student population 6 full-time staff, 1 part-time Graduate Assistant and & 15 student staff (front desk and alternative format production) Semester system Residential Campus, Online Campus, Competency Based Degree program 28 regional campuses

Where we were prior to 2012

Excel Spreadsheets (all) Hard copy files (UW, NAU) Paper everything (UW, NAU) Multiple MS Access Database Modules (ASU) ◦ Deaf/Hard of Hearing ◦ ◦ Testing Transportation Web based in-house system (case notes only) (ASU)

Needed something different

Dealing with more students Bogged down with paper Needing more efficiency Ask to do more work by administration Need for increased reporting Looking at ways to improve office procedures and process to be less burdensome

Shopping for a System Features we were looking for:

• • • • • • • • • Web based Accessible for users Customizable fields, labels and school branding Integrated Service Areas Students can access/request online Automated communication to faculty User Management Appointment Scheduling Automated Communication to groups of students • • • • • E-Application Modules for Service Areas Integrated Reporting Bring us coffee in the AM Do our work for us  • NAU had similar desires but didn’t want a cloud-based solution.

Systems explored

Simplicity's Accommodate ◦ http://www.symplicity.com/accommodate Clockwork ◦ http://microscience.on.ca/clockwork/ Accessible Information Management (AIM) ◦ http://accessiblelearning.com/ ◦ UW chose for: Alternative Format module & was more user friendly for us ◦ UofA chose for: Alternative Testing modules, Alternative Format, Note taking, Faculty Notification Letters email capabilities

AIM Modules

Accommodations ◦ Letters of Accommodation delivered to faculty Appointments ◦ Synchronized with exchange server Alternative Testing ◦ Testing contract submitted, student schedules exams, faculty uploads exam in system. Note Taking ◦ Note takers sign up online, paired with students, upload notes to the course for students to view.

AIM Modules Con’t.

Equipment Management ◦ Scan or input serial numbers and attach to students profiles for management Alternative Format* ◦ Connect requests to course information Deaf and Hard of Hearing* ◦ Student can submit requests and staff can track and pair interpreters to assignments *

optional modules

Clockwork Modules

Accommodations ◦ Students request letters of accommodations online & select accommodations ◦ Letters of Accommodation delivered to faculty via faculty interface Appointments ◦ Synchronizes with exchange server Alternative Testing ◦ Testing contract submitted, student schedules exams, faculty uploads exam in system. Note-taking ◦ Note-takers sign up online, paired with students, can upload notes to the course for students to view. (we don’t currently use all these features).

AIM Implementation

All in concept ◦ UW launched all 6 modules 2013-2014 school year ◦ DHOH and Alternative Format in Winter Qtr ASU - Piece-meal concept ◦ Fall 2013: Launched Accommodations, Alternative Testing, Notetaking, and Equipment modules ◦ Spring 2014: Alternative Format & DHOH ◦ Current: Working on Appointments UofA - Piece-meal concept ◦ ◦ ◦ ◦ Spring 2013: Accommodations, Alternative Testing, Note-taking, Letter requests Fall 2013: Letter email process, Equipment management Spring 2014: Alternative Format, Deaf and Hard of Hearing Summer 2014: Appointments

Clockwork Implementation

Piece-meal concept Summer 2012- implemented database (used accommodation email feature at that time) Database includes exam scheduling and notification system.

Spring 2013- implemented online exam scheduling module. This allows students to schedule exams via web portal and allows faculty to upload exams via web portal.

Fall 2013- Implemented online registration module Fall 2014 implemented note taking module.

Features we use

Automated sync options ◦ Booklists for Alternative Format ◦ ASU: Follett, UW: U Bookstore ◦ ◦ ◦ ◦ Student Registration Information ASU, NAU, UA: PeopleSoft, UW: homegrown ◦ Student Demographic & Academic Information UW: homegrown; NAU: PeopleSoft ◦ Single Sign-on to (placed behind campus portal) UW, UA: Shibboleth; ASU, NAU: CAS

What we learned

Preparation is key ◦ Templates – how are you communicating information ◦ ◦ Know campus partners to help implement: IT, Bookstore, Enrolment Management, Web Services Collect all electronic information you have It is easier said than done ◦ Moving from paper to electronic is painful ◦ Understand your data security policies on campus Review your student file retention policies ◦ Do you have an electronic file policy/process?

What we learned Con’t.

Need resources for students/ faculty/ staff ◦ Online orientations, how-to guides Don’t be afraid to change current process ◦ Review office procedures and process ◦ Review language used in communications Communication Plan ◦ Need to share upcoming changes with faculty/students ◦ Consider holding orientations for faculty/students Assessment ◦ Quarterly surveys of system usage and feedback

Impact

• Streamlined, less cumbersome process for office and for students (UW, UofA, ASU, NAU) • Re-allocated time to work with students (UW, UofA, ASU, NAU) • Enhanced student experience (UW,NAU) • Engagement and independence have increased with the online capabilities (UofA, ASU, NAU) • Increased control of accommodations (UofA, ASU, NAU) • Serves growing online student population (UW, UofA, ASU, NAU)

More Impact

Mixed responses from students and faculty ◦ Students: interaction with office changed (ASU, NAU) ◦ Faculty: either like it or they don’t (UW, ASU, NAU) ◦ Faculty: increased engagement in the overall accommodation process (UofA, ASU, NAU) Generate more reporting information quickly (UW, UofA, ASU, NAU)

On Going Efforts

Campus outreach ◦ Academic Departments ◦ Advising Continual training Constant review of processes

Was it worth it?

UW: YES!!

◦ Spend less time with administrative busy work ◦ ◦ ◦ ◦ More time for campus outreach Quick reporting options for us and administrators Clear and consistent workflows Better quality program delivery: Alternative Format, DHOH, Equipment management, Note Taking, Letter of Accommodations delivery and management

Was it worth it?

ASU: Absolutely, YES!

◦ Increased consistency across campuses ◦ One University, many places ◦ ◦ ◦ ◦ Focus on transformational versus transactional interactions with students Quick and simple reporting More effective tracking of services and students Integrated communication across service areas

Was it worth it?

UofA: YES!!!

◦ Spend less time with administrative “busy work” ◦ Increased direct student contact & campus outreach ◦ Quick reporting options ◦ Clear and consistent workflows ◦ Improved case management ◦ Better quality program tracking and delivery ◦ Faculty notification letters electronic delivery and management, Alternative testing, Alternative format requests and tracking, Equipment management, Deaf & hard of hearing services

Was it Worth it?

NAU: YES!!!

◦ Spend less time with administrative “busy work” ◦ Increased direct student contact & campus outreach ◦ Quick reporting options ◦ Clear and consistent workflows ◦ Improved case management ◦ Better quality program tracking and delivery ◦ Faculty notification letters electronic delivery and management, Alternative testing.

Questions?

Contact Information

Chad Price Arizona State University [email protected]

(602) 496-4321 Jamie Axelrod Northern Arizona University [email protected]

928-523-8773 Bree Callahan University of Washington [email protected]

(206)221-2453 Heidi Scher University of Arkansas [email protected]

(479) 575-3104