Transcript Document

Improving
Customer Service:
Student Services Advisor Model
Houston Campus
November 5-7, 2014
Leslie Singleton, MBA
Manager, Student Services – Houston Campus
Chamberlain College of Nursing
Yalixsa Custodio
Student Services Advisor II – Houston Campus
Chamberlain College of Nursing
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Chamberlain College of Nursing History
• Chamberlain College of Nursing has a 125-year history
of preparing extraordinary nursing graduates
• Our roots go back to the Deaconess tradition of
19th-century Europe. Florence Nightingale, the founder
of modern nursing, studied at a Deaconess facility in
Germany and later applied the concepts she learned to
her nursing practice. In 1889, an evangelical pastor in
St. Louis, Missouri, proposed establishing healthcare
services based on the Deaconess model to address the
needs of the local community. Those services evolved
into the Deaconess School of Nursing and, later,
the Deaconess College of Nursing.
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Chamberlain College of Nursing History
• In March 2005, DeVry Education Group acquired
Deaconess. A term of the acquisition agreement
required DeVry Education Group to change the name
of the school. The chosen name, Chamberlain, is
derived from the Middle English word "chaumberlein,"
which means "chief steward" – in recognition of the
critical role of the nurse as the central steward and
coordinator of patient care.
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About Our Department
• Student Services is comprised
of three departments: Career
Services, Registrar & Student
Service Advisors (SSA)
• The SSA position oversees
all academic and financial
planning for each student
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About Our Department
Manager,
Student
Services
Student
Services
Coordinator
Registrar
Career
Services
Advisor
Student
Services
Supervisor
Student
Services
Advisors
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About Our Department
Centralization of processes
allows the team to focus on
students and not outside duties
• VA Certifications
• Americans with Disabilities
Act (ADA)
• Financial Aid processing:
awarding, disbursements,
credit balances
• Transcript evaluations
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About Our Program
Accelerated courses
Online & On-site options
• Eight-week courses
• Conveniently provides
flexibility for our
student population
• Two sessions
per semester
• Three semesters
per year
• Liberal Arts & Sciences
offered in both formats
• Certain nursing courses
are available online
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Student Lifecycle
Admission
Alumni
Graduation
Enrollment
Current
Student
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Admission
• Meet with prospective student to answer financial
aid questions
• Provide academic and financial aid advisement to
newly accepted students including FAFSA, curriculum
plan, portal navigation and college email setup
• Follow-up with each new student weekly until registered
and bi-weekly until classes start
• Once financial aid process has been completed, register
student for courses discussed in pre-enrollment meeting
• Ensure students are aware of academic policies
• Participate in Open Houses and New
Student Orientation
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Enrollment
• Review each individual student account to ensure
accounts are complete
• Meet individually with students unable to register
due to holds such as clinical, missing documents
and financial aid
• Meet with students to go over curriculum changes
due to course incompletion, failure or withdrawal
• Contact all unregistered students to ensure course
registration before the beginning of the term
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Enrollment
• Responsible for checking grade reports to verify
each student has met prerequisite requirements
• Outreach to students whom did not meet
prerequisite requirements
• Use Registrar dismissal report to reach out
to all students to notify them of their status
• Collect appeal paperwork and submit for approval
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Current Student
• Review all accounts throughout the term to ensure
they are not missing documents and that they have
sufficient funding to cover their balances
• Meet with students regarding the issues on
a daily basis
• Review academic histories to verify that students
are taking the appropriate classes and meet
with students accordingly
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Current Student
• Monitor the Salesforce system as it is the preferred
method of communication with students
• Meet with distraught students referred from online
or onsite faculty
• Contact students when they are underperforming
to discuss options
• Responsible for staying current on all state and federal
changes to be able to effectively advise a student
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Graduation
• Verify that each graduate has met all academic
requirements for graduation
• Monitor balance to ensure each graduate is
paid-in-full by the ceremony
• Ensure students are aware of Direct Stafford Loan
balances, answer Stafford Loan repayment questions,
make students aware of mandatory exit counseling
– We do this at GradTrack. An event each session
for upcoming completers that gives each student
a synopsis of their loans to date.
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Student Caseload
• Each campus tries to keep
a caseload of no more than
130 students per advisor
• Currently with our
campus approximately
400 students, each advisor
has about 130 students
• The students are assigned
to the advisors by cohort
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Benefits to SSA Model
Combined Academic & Financial Advising
“One-Stop Shop”
• If a student wants to drop a course, the same
person will be able to explain the academic and
financial implications at one time instead of having
to locate multiple departments
• All attempts are made to keep the student with
the same advisor for the duration he/she is in our
program, which leads to a solid foundation for
the student-advisor relationship
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Benefits to SSA Model
Streamlined Communications
• Customer Relationship
Management system used
by every department
within Chamberlain
• Financial planning and
academic advising
• Career Care system
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Questions?
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