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MUSC Education & Student LifeCommunication Forum
April 28, 2010DR. DARLENE SHAW, ASSOCIATE PROVOST
MUSC Education & Student LifeCommunication Forum
April 28, 2010DR. DARLENE SHAW, ASSOCIATE PROVOST
AgendaAgenda
• Wins!• Yes Campaign • Appreciation Prizes!!• Employee Insights• Student Satisfaction Survey Results• Staff Recognition 3rd Quarter Winners!!!• Questions & Answers• Announcements/Updates
Education & Student Life Connecting for
Success…
WINS!WINS!David Howell – Promoted to Student Services Program Coordinator II
Misty McKee – Promoted to Info Resource Consultant I
Patrick Cassano – Rehired as Student Services Program Coordinator I
WELCOME NEW TEAM MEMBERS…
Lane Siggelkow – Enrollment Management
SWC Exercise Instructors and Part-time Employees:
Megan Brett Jennie Brooks Emily Hawkins
Summer Thomas Tracy Sanders James Patt
Louise Brown Prisca Denton Jennifer Jones
Laura Tulga Stephen Maraist
Robin Zettl Jana Sabrina Martinez
Education & Student Life Connecting for
Success…
WINS!WINS!UNIVERSITY APPLAUSE AWARDS
Sharon Gilliard Howie Schomer
Nancy Lemon Mary Ellen Lenhardt
Kat Logemann Bobby Shaw
Katie Blaylock Gilbert Bradham, Jr.
Michelle Muir Ronnie Hayes
Tyler Cross Amy Leaphart
Steve Zimmerman Damon Amella
Martha Lipton Benita Schlau
Lisa Kerr Jamie Moore
Education & Student Life Connecting for
Success…
WINS!WINS!
Fit It In Student Workout Program
Successful new interprofessional course,
Transforming Health Care for the Future
Division Faculty: Amy Blue, Laurie Charles, DaNine Fleming, Darlene Shaw, and
Tom Smith
Education & Student Life Connecting Students…
Inducted in
Bridge Run
11th Annual Campus Safety
Conference$14,400 Profit for
CHE
4th Annual CLARION
Inter-professional
Case Competition
Wrote aNationally Acclaimed
Paper
Tom SmithAmy Blue
David HowellLiz SheridanJim Tomsic
Willette Burnham
Rhonda WaltersAlicia Lockard
Kevin SmuniewskiNadia Mariutto
Wendy Littlejohn
Presentation
Physicians
Conference
Hall of Fame
TeamworkSuccess
Education & Student Life Connecting Professions…
Excellence!
MUSC YES Campaign
MUSC Student Services Fund
Minority Scholarship Fund
Student CenterFund
Earl B. HigginsFoundation Fund
Education & Student Life Connecting through Giving…
Presented by:
Whitney McLuen, Office of Development
Becky Dornisch, Director of Annual Giving
ESL
Appreciation Prizes!!
Education & Student Life Connecting with
You…
Service
Supervisors set a good, positive and
professional example; staff ratings improve
by 4%
People Quality FinanceGrowth 90% or more of ESL
Faculty and Staff are pleased to be working @
MUSC
90% or higher of Faculty/Staff believe they made the right choice in
selecting MUSC
85% or higher of Faculty/staff & students
evaluate MUSC’s culture as valuing diversity
5% improvement in employee response to
supervisors recognizing individual efforts
Employee Insights SurveyEmployee Insights Survey• Why: Solicit feedback on how to better serve you and
create the best possible work environment
• Who: All FTEs in ESL; 57 responses received (~ 57%)
• What we asked:
1. How would you rate employee morale in your unit?
2. What is your supervisor doing to set a good, positive and professional example?
3. Please give an example or two of common mistakes a supervisor might make that undermines his/her professionalism.
4. Given budgetary constraints, what are some ways other than monetary compensation that your supervisor could reward you for a job well done?
Education & Student Life Connecting with
You…
How would you rate employee morale in your unit?How would you rate employee morale in your unit?
The majority (70%) of ESL employees said morale is Good or Excellent; only 11% feel morale is Poor or Terrible, while 19% perceive morale as Fair.
Education & Student Life Connecting with
You…
Practicing what they preach 14
Respects and supports employees 13 Having a good attitude, even in crisis situations 13
Being a good listener and communicator 10
Recognizing successes, not just failures 7
Most common responses N times provided
What are some common mistakes a supervisor might make that undermine his/her professionalism?
What are some common mistakes a supervisor might make that undermine his/her professionalism?
Not leading by example (lacking punctuality, tact or even-temperament) 16
Micromanaging--lack of trust/respect 12
Not having a consistent standard of performance 10
Not communicating on time or effectively 8
Not listening; being defensive 7
Most common responses N times provided
What are some ways other than monetary compensation that your supervisor could reward you for a job well done?
What are some ways other than monetary compensation that your supervisor could reward you for a job well done?
Most common responses N times providedSincere gratitude; Applause awards recognizing individuals 21
Time off; long lunches; early release 18
Gift cards (could be donated) 12
Flexible schedules (e.g., 10 hour days, no Fridays) 6
Office retreats; office lunches 4Casual day 4
Additional training; travel to conferences 3
Better parking 2Better equipment 2
Terminate unproductive employees 2
How we will use your insights to make ESL even better:
How we will use your insights to make ESL even better:
• Communicate these results with supervisors• Standards of behavior part of supervisor EPMS • Strengthen appreciation activities
Encourage use of Applause Award program
Allocate modest Discretionary $$ to each unit
Nominations for Qtrly Employee Recognition Awards
Gift Cards for on the spot recognition
Results from Student Satisfaction Survey
2009-2010
Division of Education & Student Life
Darlene Shaw, PhD Associate Provost Education &
Student Life
16
ESL Student Satisfaction Survey Administered online (Survey Monkey) from
March 15-26, 2010
No identifiers collected
Announcements of survey were made through multiple channels (letters to Deans, student broadcast message, personalized email request, SGA leaders and Student Programs involvement)
17
Skip logic employed in the survey to reduce time to complete (~5 minutes); organized differently from last year’s survey
After completing the survey, students could register (on a different site) to be entered to win $50 (odds of winning were 1 in 50)
Excellent response rate (904 vs. 636 in 2009)
36% of MUSC student body responded
Sample demographics reflect student population
18
Service
Provide support to International Program
Development as evidenced by a 25%
increase in the number of international students
provided services through ESL
Supervisors set a good, positive and
professional example; staff ratings improve
by 4%
Total expenses will not exceed the FY10 revised budget
(Not to exceed 10% utilization of reserve funds for one-time
major expenditures)
33% increase in Interprofessional student
events/activities sponsored by ESL
People Quality FinanceGrowth
Education & Student Life
90% of students agree they made the
right choice by selecting MUSC
Students evaluate ESL services with
an overall satisfaction rate of
90% or higher
90% or more of ESL Faculty and Staff are
pleased to be working @ MUSC
75% of graduating students agree their understanding of the contributions of other professions to health
care delivery or research increased
through their experience @ MUSC
90% or higher of Faculty/Staff believe they made the right choice in selecting
MUSC
85% or higher of Faculty/staff &
students evaluate MUSC’s culture as valuing diversity
As we begin our pursuits in Excellence – we will be striving to reach or exceed the top quartile in most key areas (some unmeasured as indicated below). Once benchmark data are available, we will establish step goals to move forward and toward higher levels of achievement.
5% improvement in employee response
to supervisors recognizing
individual efforts
ESL Service Pillar Goals:ESL exceeds goals!
Percent who agree significantly > 90%, p’s < .01
97% 96%
20
96% 97%
ESL’s success is due to the performance of each Unit
Center for Academic Excellence Academic J. AriailWriting Center Support
Counseling & Psychological Services A. LibetStudent Financial Aid Office of G. OhlandtRegistrar’s Office Enrollment
University Admissions Management
Student Health Services L. BlumenthalStudent Programs W. BurnhamWellness Center B. Shaw
Unit Director
21
What kind of data were collected for each Unit?
• Utilization by students--either: (1) unaware of this service, (2) aware but haven’t used, or (3) used at least once
• Of those who answered “used at least once”, we asked whether they agreed with the following statements:
• The service provided met my needs
• The staff are competent at their jobs
• The staff are caring and helpful
• The staff were sensitive to my or other students’ cultural differences
• The hours, availability, and/or number of staff were sufficient to help me
• Opportunity for written comments students wished to provide
22
Units by Utilization
Students’ feelings about services at the top of the list have substantial impact on overall ESL satisfaction ratings
Among services in top tier (75% utilization or higher), if student did not agree that “Service X” met needs, s/he was 3-12 x more likely to provide “dissatisfied” rating for question about overall satisfaction with ESL
Maximizing rates of satisfaction with Admissions, Student Health, Wellness Center and Financial Aid is critical to ESL continuing to achieve its goal of 90% or better satisfaction ratings
23
Satisfaction data collected from only users of the service
24
1. The service provided met my needs
2. The staff are competent at their jobs
3. The staff are caring and helpful
4. The staff were sensitive to my or other students’ cultural differences
5. The hours, availability, and/or number of staff were sufficient to help me
What percentage of users agreed or strongly agreed with each statement?
What percentage of users agreed or strongly agreed with each statement?
Performance outcomes for each Unit: Target is 90% of students agree that the service
“met my needs”
25
97%
2010
98%
2009
92%
89%
96%
96%
99%
98%
91%
97%
99%
80%
88%
96%
95%
99%
98%
91%
Performance outcomes for each Unit: Target is 90% of students agree that the
“staff are competent at their jobs”
26
97%
98%
87%
94%
99%
98%
99%
>99%
92%
2010
97%
99%
80%
92%
97%
96%
99%
99%
92%
2009
Performance outcomes for each Unit: Target is 90% of students agree that the
“staff are caring and helpful”
27
98%
98%
86%
97%
99%
98%
99%
99%
86%
2010
97%
98%
77%
93%
99%
98%
99%
99%
88%
2009
Performance outcomes for each Unit: Target is 90% of students agree that the
“staff were sensitive to my or others’ cultural differences”
28
99%
98%
97%
97%
99%
98%
>99%
99%
93%
2010
97%
98%
95%
98%
99%
99%
99%
99%
98%
2009
Performance outcomes for each Unit: Target is 90% of students agree that the
“hours, availability, and/or number of staff were sufficient to help me”
29
98%
98%
89%
94%
93%
90%
>99%
92%
80%
2010
Percent of students satisfied with Others Services:Target goal is 90% of students are satisfied
30
2010
90%
91%
94%
99%
96%
2009
83%
90%
83%
99%
88%
Summary
A big WIN for us all! ESL Pillar goals exceeded, due to strong performance within each Unit; in all cases we either remained excellent or improved from 2009!
Analyses of Unit results within ESL and across colleges help us make data-informed decisions about where to increase awareness of services and how to increase student satisfaction rates
Your Unit directors will share additional unit-related outcomes with you
31
Employee Recognition Awards 3Q 2010
WINNERS!!!
NANCY LEMON
NADIA MARIUTTO
TANYA THORNHILL
KYLE CONNELLY
TYLER CROSS
LISA FENNESSY
Education & Student Life Connecting
People…
CONGRATULATIONS!
Feedback
Answers
Questions?
Education & Student Life Connecting with
Students…
Employee Insights, Student Satisfaction Survey Results,
EPMS SERVICE PILLAR GOAL SUCCESS
TOTAL WELL-BEINGEDUCATION
HEALTH & WELLNESSINTERPROFESSIONAL
DIVERSITYRECREATION
TECHNICAL SUPPORTFINANCIAL MANAGEMENT
COMCODMCONCHPCOP
COGS
MUSCEnrollment Mgt
Student ProgramsStudent Health
Wellness CenterAcademic Support
AdministrationETS
CAPSC3
STUDENTS
Announcements
COLLEGES
Education & Student Life Connecting Six
Colleges…
One University!
From Dr. Darlene Shaw, Associate Provost
Education & Student
Life Elemental