One Stop Student Services. Leadership Development Program Group Project Presented April 29, 2011

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1 One Stop Student Services Leadership Development Program Group Project Presented April 29, 2011

2 . Team Members Aimee Nelson, Assistant Dean, Student Affairs, Education Sara Martinez, Records Manager, Admissions and Records Zia Qureshi, Associate Director, Student Financial Services Sandra Malone, Supervisor, Custodial Services, Physical Plant Gladys Maldoon, Assistant Director, TitanCard Stephanie Petty, Director, Research & Prospect Management, University Advancement Mark Hoven Stohs, Professor and Chair, Department of Finance Spencer Colman, Project Manager, Physical Plant (couldn t attend today, was mainstay of team) Sponsors: Joe Ferrer, Director, Parking & Transportation Chuck Kissel, Director, Titan Shops Advisor: Kandy Mink-Salas, Assoc VP, Student Affairs 2

3 Team Introduction Back: Mark Hoven Stohs, Spencer Colman, Stephanie Petty Front: Zia Qureshi, Aimee Nelson, Sara Martinez, Sandra Malone, Gladys Maldoon 3

4 I. Outline I. Introduction/Charge - Overview: Aimee II. Background: Sara III. Recommendations a. Titan Square: Zia b. Signage: Sandra c. Technology: Gladys d. Branding & Marketing: Stephanie IV. Conclusion: Mark 4

5 Charge Charge: Enhance delivery of student services; by researching best practices, existing services and identifying opportunities. Comprehensive Solutions: Provide physical and/or virtual location, where students and others may obtain the services/information needed. Goal: Consider options; propose and justify the best solution to enhance student services. 5

6 Research Our team: Reviewed best practices for one stop student services at other Colleges and Universities Reviewed history of student services at CSUF Interviewed students Interviewed CSUF stakeholders 6

7 Best Practices University of Delaware, Boston College & Purdue University Calumet: created campus committees, including critical service departments, focusing on one-stop student centers and web-based services. University of California at Santa Cruz: model. Cypress College: all services in one building. Cal Poly Pomona: many services in one building. 7

8 Campus Stakeholders Raul Alvarez, Cypress College Jay Bond Kurt Borsting Beverly Burelli Steve Chamberlain Jeff Cook Helen Davenport Bridget Driscoll CSUF Students Joe Ferrer Tom Grayson Chuck Kissel Larry Martin Paul Miller Kandy Mink Salas Steve Murray Javier Ramirez 8

9 Research Questions Which student services should be included? Where are these student services located currently? Should there be movement in and out of the ideal service center location? Who are the campus stakeholders with a vested interest in One-Stop Student Services? Can vital services be included in one location at peak times of the semester? How should the staffing be managed and how would training of those staff be organized? 9

10 II. Background There is no single place on campus where someone (students, guests, etc) can talk to a university official to obtain accurate information. The services which exist do not appear to be centralized; and some are not conveniently located during crucial times of the day or of the year. Lack of adequate signage on campus buildings makes it difficult to navigate campus. While we focus on student services; faculty, staff and visitors face the same challenges. 10

11 I need to drop a class. How do I do that? How do I change my address? 11

12 Student Example A student in late August may need to: Obtain a transcript, parking permit Submit financial aid documents Obtain a new TitanCard The student will have to visit: A&R Service Center, Financial Services, Pollack Library, Financial Aid, and Parking & Transportation And walk up to a mile to accomplish tasks 12

13 UH and LH History University Hall (UH), completed in the 1990s, was conceived as a student services building only, but that didn t happen. In late 1990s, Langsdorf Hall (LH) was remodeled to make A&R services more convenient. 13

14 III. Recommendations Basic recommendations: a. Establish TITAN SQUARE (TS) b. Campus signage c. Technology Proposals d. Branding & Marketing 14

15 Major Options to Meet Challenge 1. TITAN SQUARE. The reality is that 70% of basic services are located in LH and UH. Current Recommendation: Brand this area as TITAN SQUARE and let it become the service and information location on campus. 2. NEW BUILDING. Locate in the new College Town where all relevant services are located. Not currently feasible: building cost range is $25-50 million, too disruptive of current services, and building would have to be very large to house all relevant services. 15

16 Services Currently in UH Academic Advisement Center: UH 123 Disabled Student Services: UH 101 International Education & Exchange: UH 244 New Student Programs: UH 179C Office of Financial Aid: UH 177 Student Academic Services: UH 179 SFS, Cashier & Student Account Services: UH 180 Study Abroad Office: UH-244 Testing Center: UH 229 Veterans Support Services: UH 245 WoMen s Center and Adult Re Entry: UH

17 Services Currently in LH Admissions and Records: LH 114 Athletic Academic Advising: LH 215 Career Center: LH 208 Freshman Programs: LH 216 Veterans Services: LH

18 III a. Titan Square 18

19 UH and LH with Services Please see handout for detail 19

20 Services not in LH or UH Parking & Transportation TitanCard (PL) Titan Shops All services in TSU CSUF Writing Center (PL) University Learning Center (PL) Other services in Pollack Library Student Health & Counseling Center Various specialized student programs 20

21 Seasonal Solution Any solution should also include: Seasonal satellite offices: a primary location can become overcrowded during peak times. Extended hours: evenings and/or weekends. Night students and graduate programs need services. 21

22 III b. Signage Students, staff, faculty and visitors find it difficult to direct one another to a location. Appropriate signage (following campus standards) should improve information flow: Wayfinding signage Building signage 22

23 Signs/Banners for Fall

24 Wayfinding Signage 24

25 Signage Best Practice 25

26 Signage at Cypress College Student Services: Best Practice 26

27 III c. Technology Proposals 1. Mobile App 2. Webpage Interactive Map 3. Live Chat 4. Online Appointment 5. Web Cam 27

28 Mobile App Titan Square Services Department Location Map Launch Department website Click to Call Office 28

29 Titan Square Interactive Map/Services (example) Academic Advising UH-123 (A-1) (657) By clicking on A-1, the info on the right appears Academic Advising for General Education and graduate requirements Major exploration for students who are undeclared Academic Advising for students on Academic Probation 29

30 Live Chat Student: When can I expect my Financial Aid check? 30

31 Titan Square Web Online Appointments In office appointment Phone Call appointment Web Cam 31

32 III d. Branding & Marketing We recommend long term developments. Yet relatively inexpensive branding solutions will increase access to student services immensely: Promote Titan Square name Develop visual identity Branding and marketing campaign 32

33 Titan Square Branding 33

34 Titan Square Marketing Campaign 34

35 Titan Square Marketing Campaign 35

36 IV. Conclusions Appearance suggests that we don t have a one stop services center. In reality, UH and LH serve this purpose. We recommend a brand name for this location: TITAN SQUARE. Through time, some services will migrate to this location, and other services will exit. By providing a venue for students, faculty, staff and visitors to interact directly with a campus representative, we achieve Titan Excellence. 36

37 Cost of Options New Building (College Town): the cost of a new building would be $25 50 million, depending upon which services are housed there. Campus banners: currently cost about $50 each; so even with 100 (with a few large ones identifying TITAN SQUARE), an initial cost for summer 2011 is under $10,000. Implement this summer! 37

38 TITAN SQUARE This is it, we simply have to let people know! 38

39 From the 39

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