CHANGING LIVES MAKING INDIANA GREAT Welcome to Enrollment Training for Site Directors & Staff Anne Penny Valentine Vice President for Student Experience

CHANGING LIVESMAKING INDIANA GREAT

Welcome to Enrollment Training

for Site Directors & Staff

Anne Penny ValentineVice President for Student Experience

& Customer Service


Getting the most out of this training

1) Ask questions2) Offer suggestions3) Share success & obstacles4) Make connections


What is the Student Experience where you are?



What do we want out of this training?

Our Perspective



How did we get here?


Trends We Were Seeing

Unnecessary complexity

New generation of learners and expectations of an online experience

Substantial growth over the past few years

Retention and completion challenges

Change to state funding model/Budget challenges


Multiple Offices

Various Learners

CHANGING LIVESMAKING INDIANA GREATCHANGING LIVESMAKING INDIANA GREAT


Financial Aid

Bursar

Admissions

Registration

Multiple offices and

multiple points of

entry Orientatio

n


Online Hybrid Traditional

RegistrationOrientationAdmissionsBursarFinancial Aid


We simply weren’t able to keep up with the volume on the phone or in personWe lacked consistency across campusesConversion and Retention Rates could suffer as a result

Our Perspective



New students were looking for answers and direction quickly; Current students a consistent processBoth expected a high level of customer service In the end, students might simply find it easier to leave than to stay

Our Students’ Perspective



The Shift to Higher Student Expectations is Widespread

• Service• Immediacy• Personalization• Connection

of students cited the lack of these as

reasons for dropping out

78%

Source: Pew Research


We Knew We Needed to do Something

Provide a consistent experience to students

Enable access to information at a faster pace, during more hours of the day

Engage students who expressed interest in Ivy Tech and support them throughout the enrollment process

Address retention through proactive measures

Reallocate staff resources to focus on unique student needs and more strategic tasks


Ivy Tech established methodology for process improvement - has been deployed for 20 projects college-wide (regional and system wide levels)

One Stop was our largest process improvement effort to date.

Involved 25 Central Office staff and 70 Regional Staff members.

Utilized our methodology to review several student enrollment areas.

Management Practices UtilizedProcess Review


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• Iowa Western Community College Site Visit

• Northern Virginia Community College (NOVA) Site Visit

• University of San Diego Site Visit• Florida Keys Community College• University of Minnesota• George Washington University• Gateway Community College• Phoenix College

Management Practices UtilizedBest Practices Research


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Goals and Objectives

Improve student satisfaction:

One central location for questions from prospects and students about application, admittance, orientation, intake assessment, registration, financial aid, student accounts and success, etc.

Educate students about various department functions.

Effectively enroll and transition students into the Ivy Tech community.

Reduce wait times and minimize frustration.


Goals and Objectives

Allow staff to focus on the top priorities thus increasing staff satisfaction.

Increase retention and success of students.

Increase student enrollment.


Phone:888-IVY-LINE

Online:www.ivytech.edu

In person:One Stop


3 Buckets of Customer Service

PlaceProcess

People


One Stop Director

Student Services Professional

Information Center Receptionist

Financial Aid Specialist

Registration Specialist

People (Staffing)


One Stop InstituteExpress Enrollment Center Directors Student Services Professionals Information Center Receptionists

Cross Training in functional areasSpecific customer service training

People (Training)


Place(Facility)





Process (Included/Excluded Functional Areas)

Included ExcludedAdmissions/Application Academic Advising

Assessment (co-located but functionally separate)

Admissions Advising/Recruiting

Cashier Function Bursar Back-end Operations

Financial Aid Career Services

Orientation Disability Services

Registration Student Life

Veterans Affairs

Decided by key stakeholders from CO and the Regions


Process (Job duties specific to SSP)

Included in One-Stop SSP Duties ExcludedProspect Academic Advising Admissions (but not recruiting) Disability Support ServicesAdmit Make up assessmentsOrientation SAP appeal approvalsProvide information on how to schedule with an advisor Loan certifications

Registration Financial Aid verificationsFinancial Aid Bursar linkingBursar (Providing bursar related information to both credit and non-credit students, i.e. advise on 1098T, collection and scanning of documents, etc. )

Bursar cash/check receipt

Provide information on Career Services Bursar refund process

Student Success (Providing information to students related to the following areas of the college)• Library• Tutoring• Student Life, i.e. Org Sync• TRIO• Personal learning assessments (PLA)• High stakes and outcome assessments• Describing the SAP process and providing the appeal forms

Student Success• Early Alert• 3-Peat• Probation

Veterans Affairs Recruiting/Admissions Advising


Measuring Success:

Student Data

Student Visit DataIvy Appointment

Month Campus

Average Wait (minutes)

Average Advising (minutes)

Students Per Day

Students Total

July Columbus 6 16 38 497August Columbus 5 14 52 1201September Columbus 4 12 22 459

July Fort Wayne 7 10 144 3022August Fort Wayne 10 10 223 5138September Fort Wayne 5 8 118 2478

July Indianapolis 17 7 135 3503August Indianapolis 27 8 186 4646September Indianapolis 14 6 144 3607

July Lafayette 6 11 80 1845August Lafayette 8 8 160 3669September Lafayette 2 7 81 1786


Measuring Success:

Student Surveys



What does that mean for you?


An immediate, personalized, and

connected level of service

Reinventing the student experience


Enrollment Training

• Ensure consistency statewide • Provide staff more tools to assist

students• Improve customer service• Discover additional opportunities

for improving the student experience


Site Directors SurveyAll 29 directors completed survey

Greatest need from students? Academic Affairs (advising, course selection, faculty advising)

Area you aren’t comfortable in assisting students: Student accounts

Area you want more information: Financial aid


Site Directors Enrollment TrainingMonday Tuesday Wednesday

9 am - 10 am Financial Aid Academic Advising

10 am - 11 am Overview

11 am - noon SIMS

Noon - 1 pm LUNCH LUNCH

1 pm - 2 pm LUNCH Financial Aid Student Accounts

2 pm - 3 pm

Admissions (including testing)

3 pm - 4 pm

4 pm - 5 pm Registration Customer Service

5 pm - 6 pm


SIMS

• Created for use by Ivy Line call center

• Pulls information directly from Banner

• Easy to read• Extensive Knowledge Base




www.ivytech.edu/help

http://www.ivytech.edu/help

Documents

CHANGING LIVES MAKING INDIANA GREAT Welcome to Enrollment Training for Site Directors & Staff Anne Penny Valentine Vice President for Student Experience