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From Many Stops To One: An Enrollment Services Model That Contributes to Student Learning JUNE 11, 2012

From Many Stops To One: An Enrollment Services Model That Contributes to Student Learning JUNE 11, 2012

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Page 1: From Many Stops To One: An Enrollment Services Model That Contributes to Student Learning JUNE 11, 2012

From Many Stops To One:

An Enrollment Services Model That Contributes to Student

Learning

JUNE 11, 2012

Page 2: From Many Stops To One: An Enrollment Services Model That Contributes to Student Learning JUNE 11, 2012

Yira BrimageVice President, Student Affairs

Phoenix College

Daniel R. Herbst Dean, Student Affairs

Chandler-Gilbert Community College

PRESENTERS

Page 3: From Many Stops To One: An Enrollment Services Model That Contributes to Student Learning JUNE 11, 2012

• The role of Enrollment Services in a students’ academic success

• An overview of Enrollment Services models

• Description of One Stops in action

• The challenges to changing to a new model

TODAY’S TOPICS

Page 4: From Many Stops To One: An Enrollment Services Model That Contributes to Student Learning JUNE 11, 2012

“What is best for

students?”

Page 5: From Many Stops To One: An Enrollment Services Model That Contributes to Student Learning JUNE 11, 2012

OVERVIEW OF ENROLLMENT

SERVICES

Page 6: From Many Stops To One: An Enrollment Services Model That Contributes to Student Learning JUNE 11, 2012

HOW THE ONE STOP ENROLLMENT SERVICES CONTRIBUTES TO THE LEARNING COLLEGE

Page 7: From Many Stops To One: An Enrollment Services Model That Contributes to Student Learning JUNE 11, 2012

•Responsibility

•Collaboration

•Communication

• Evaluation

Page 8: From Many Stops To One: An Enrollment Services Model That Contributes to Student Learning JUNE 11, 2012

HISTORIC

Admissions

Welcome Center

Academic Advising

Financial Aid

Testing

Faculty

Page 9: From Many Stops To One: An Enrollment Services Model That Contributes to Student Learning JUNE 11, 2012
Page 10: From Many Stops To One: An Enrollment Services Model That Contributes to Student Learning JUNE 11, 2012

Student Success Model

Page 11: From Many Stops To One: An Enrollment Services Model That Contributes to Student Learning JUNE 11, 2012

EXAMPLE OF CURRENT STUDENT PROCESS

100 Students

Intake Desk

5

Page 12: From Many Stops To One: An Enrollment Services Model That Contributes to Student Learning JUNE 11, 2012

MALL MODEL

Academic Advising

Testing Financial Aid

Disability Resource Center

Veteran’s Services

Admissions and Records

Page 13: From Many Stops To One: An Enrollment Services Model That Contributes to Student Learning JUNE 11, 2012

HUB MODEL

.

Page 14: From Many Stops To One: An Enrollment Services Model That Contributes to Student Learning JUNE 11, 2012

DISCUSSION: WHERE IS YOUR COLLEGE AND WHERE ARE YOU

IN THE TRANSFORMATION PROCESS?

Page 15: From Many Stops To One: An Enrollment Services Model That Contributes to Student Learning JUNE 11, 2012

“Do what you can, from where you are, with what you have got.”

-M. Dooley

Page 16: From Many Stops To One: An Enrollment Services Model That Contributes to Student Learning JUNE 11, 2012

PROCESS MODEL

Examine each process from the student point of view -

What is best for students?

Examine each process from a staffing point of view -

What is best for staff?

Determine where processes overlap –What is best for the institution?

Page 17: From Many Stops To One: An Enrollment Services Model That Contributes to Student Learning JUNE 11, 2012

Quantity

Quality

Spirit of Service

Q Q S

Page 18: From Many Stops To One: An Enrollment Services Model That Contributes to Student Learning JUNE 11, 2012

QQS: QUANTITY• For each department and each activity,

conduct a business process evaluation of each task

• Divide the tasks into Level One, Level Two

and Level Three

• Determine the training it will take to provide staff from other departments the ability to perform each level.

Page 19: From Many Stops To One: An Enrollment Services Model That Contributes to Student Learning JUNE 11, 2012

QQS: QUALITY

• For each task in each level determine the breadth of information needed to be able to provide services to students

Page 20: From Many Stops To One: An Enrollment Services Model That Contributes to Student Learning JUNE 11, 2012

• One of the most challenging tasks in developing a true One Stop is developing a team of cross trained individuals who have the right spirit to take on new tasks and to provide the best quality service regardless of the number of students seeking service that day.

QQS: SPIRIT OF SERVICE

Page 21: From Many Stops To One: An Enrollment Services Model That Contributes to Student Learning JUNE 11, 2012

Building one team

Page 22: From Many Stops To One: An Enrollment Services Model That Contributes to Student Learning JUNE 11, 2012

People Skills

Technical Skills

Team Building Skills

CROSS TRAINING, CROSS TRAINING, AND CROSS

TRAINING

Page 23: From Many Stops To One: An Enrollment Services Model That Contributes to Student Learning JUNE 11, 2012

People Skills: • To be successful, an Enrollment Services model must have the right people in the right seats to serve students consistently with a high level of quality service, regardless of the number of students in the queue.

Cross Training, Cross Training, and Cross

Training

Page 24: From Many Stops To One: An Enrollment Services Model That Contributes to Student Learning JUNE 11, 2012

Technical Skills: • Spend the time to develop a comprehensive QQS and then determine the training modalities to be able to cross train your staff.

Cross Training, Cross Training, and Cross

Training

Page 25: From Many Stops To One: An Enrollment Services Model That Contributes to Student Learning JUNE 11, 2012

Team Building Skills: • This is the most challenging and most rewarding of anything you will do in the creation of a One Stop.

provide support to employees

provide opportunities to employees

Cross Training, Cross Training, and Cross

Training

Page 26: From Many Stops To One: An Enrollment Services Model That Contributes to Student Learning JUNE 11, 2012

• Phoenix College Process Model Flow• Welcome Center: Meets students needs

Self Service

Enrollment

Educational Planning

Self Service

EXITEXIT WelcomeCenter

Page 27: From Many Stops To One: An Enrollment Services Model That Contributes to Student Learning JUNE 11, 2012

• Phoenix College Process Model Flow• Self-Serve: Meets student’s needs

Self Service

Enrollment

Educational Planning

Self Service

WelcomeCenter

Page 28: From Many Stops To One: An Enrollment Services Model That Contributes to Student Learning JUNE 11, 2012

• Phoenix College Process Model Flow• Enrollment: Meets student’s needs

Self Service

Enrollment

Educational Planning

Self Service

Welcome

Center

Page 29: From Many Stops To One: An Enrollment Services Model That Contributes to Student Learning JUNE 11, 2012

• Phoenix College Process Model Flow• Educational Planning:

– Meets student’s needs

Self Service

Enrollment

Educational Planning

Self Service

WelcomeCenter

Page 30: From Many Stops To One: An Enrollment Services Model That Contributes to Student Learning JUNE 11, 2012
Page 31: From Many Stops To One: An Enrollment Services Model That Contributes to Student Learning JUNE 11, 2012

birdseye overview

Page 32: From Many Stops To One: An Enrollment Services Model That Contributes to Student Learning JUNE 11, 2012

FRONT LOBBY-MCC- BLUE RIVER

1

2

Page 33: From Many Stops To One: An Enrollment Services Model That Contributes to Student Learning JUNE 11, 2012

MCC-BLUE

RIVER

MCC-Blue River

2/3

14 process

Page 34: From Many Stops To One: An Enrollment Services Model That Contributes to Student Learning JUNE 11, 2012

Phoenix College

MCC-Blue River

Students Served

Students Served

Welcome Center 25 Zone 1 50

Self-Serve 10

Zone 2 and 3 25

Enrollment 25

Educational

Planning40 Zone 4 25

100 Students come to Enrollment Services

Page 35: From Many Stops To One: An Enrollment Services Model That Contributes to Student Learning JUNE 11, 2012

•We cannot solve our

problems with the same

thinking used to create them.• -A. Einstein

Page 36: From Many Stops To One: An Enrollment Services Model That Contributes to Student Learning JUNE 11, 2012

QUESTIONS?

Page 37: From Many Stops To One: An Enrollment Services Model That Contributes to Student Learning JUNE 11, 2012

QUESTIONS, SUGGESTIONS OR REQUEST FOR MATERIALS:

• Please email:

[email protected][email protected]