Transcript REEDLEY COLLEGE ANNUAL GOALS 2010

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 Frontline Customer Service in Higher Education
All are 90 minutes in length.
Introductions
Facilitators
 Renee Dauer
 Emilie Gerety
 Ana Ramirez
 Adelfa Lorenzano
 All
MW
Accomplishments and Goals
 Accomplishments
 Concerns
 Mantra Suggestions
RD
2009-2010 ACCOMPLISHMENTS
 The opening of our web room for students to have immediate
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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
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We have also improved our communication efforts by using email referral notices
to inform students of an Early Alert referral.
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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.
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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.
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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.
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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.
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2009-2010 ACCOMPLISHMENTS , continued
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In spring semester 2010 the students moved into a newly constructed building
and the old residence hall was demolished.
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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.
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Successful election of a Student Rep Fee at Reedley College, to be
implemented in the Spring of 2011.
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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.
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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.
AR
REEDLEY COLLEGE
ANNUAL GOALS
2010 - 2011
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)
MW
REEDLEY COLLEGE
ANNUAL GOALS
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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MW
REEDLEY COLLEGE
ANNUAL GOALS
2010 - 2011 , continued
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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)
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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)
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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)
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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)
MW
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.
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Establish a new service of proctoring faculty make-up tests here in the
assessment center.
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Establish protocol for the validation and eventual implementation of the
LOEP assessment.
MW
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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2010-2011 STUDENT SERVICES GOALS , continued
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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.
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Completion of the new Veteran’s Resource Center, adjacent to the Financial Aid
Office, and coordination of student services for our veteran population.
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Purchase and implementation of new scholarship application software program.
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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.
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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.
EG
2010-2011 STUDENT SERVICES GOALS , continued
 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.
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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
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Motivate
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Student Centered
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Student Success
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Inspire
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Student Services
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Clarify
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Assist
Student Learning and
Success
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Educate
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Guide
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Improving student learning
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Access to Education
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Quality Education = Lifelong
Learning
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Quality Education = Student
Success
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Quality Education = Student
Success and Community
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Vitality
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Cooperate
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Respect
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Growth
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Listen
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Facilitate
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Understanding
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Embrace
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Direct
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Empower
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Smile
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Encourage
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Organize
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Support
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Advise
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Students
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Inspire
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Health
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Lead
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Promote
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Provide
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Enrich
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Committed to Success
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Expand
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Changes lives through
Education
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Student Success and
Community Development
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Promote the development
of our students and
community
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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, careerfocused, prebaccalaureate programs
and services
EG
The work done at SSMC
Some of the most frequently suggested mantras
from the Division Assembly were words like
“Support,” “Communication,” “Empowerment,”
and “Respect”. We looked for an underlying
theme, or themes to identify the following value
Statements:
MW
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.
AL
Our Student Services Mantra …
“We C.A.R.E.”
AL
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.
 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.
AL
“Good” vs “Evil” Exceptional Service
 http://www.youtube.com/watch?v=FUrgOkSFD
78&feature=related
 http://www.youtube.com/watch?v=lwPdQehYX
ZA
MW
Customer Service and Professionalism
Concerns from 12.15.09 Division Assembly:
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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
EG
Clarus Report (Marketing Plan Development) Feb. 2008
Initial Customer Service Scan Results found “Customer
Service Issues”:
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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)
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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
RD
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.
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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
AR
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.
2.
3.
Greet customers every time they enter the store.
Every time a salesperson sees a customer searching for a product,
the employee asks the customers if they need assistance.
Make eye contact with customers every time you speak to them.
“Do what you do so well that they will
want to see it again and bring their friends.”
WALT DISNEY
MW
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
MW
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.
EG
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.
 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.
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