DEPARTMENT STAFF INPUT An important part of the Program Review process is the consultation and input of all members of the department or service area (hereafter program ). Please have each member of the program (full-time and part-time, as possible) sign below to acknowledge that each was consulted during the process and was afforded an opportunity to provide input. NOTE: This signature does not indicate approval of any information contained inside this document. It is an indication that program stakeholders had an opportunity to provide input in the process. Name of Staff Member Greta Moon Director, Admissions and Records Name of Staff Member Donna Vigil Malia Carpenter Admin Secretary I Lori Osborne Admissions and Records Specialist II Doug Foxworthy Admissions and Records Specialist Jean Suderno Diane Mohr Maria Cardoza Silvia Avila Linda Aragon Hilda Landin Page 1 of 6
ABSTRACT (EXECUTIVE SUMMARY). Summary of Strengths and Supporting Evidence: The Admissions and Records department has many strengths which enable us to provide excellent service to students and faculty in the area of Admissions, Academic Records and Registration. We have identified these strengths as: Working together as a team, increasing technology to meet the needs of students and staff and communicating relevant information to students, staff and faculty. Employees work well together and assist one another to ensure that processes are completed timely and effectively. Students and faculty benefit from the cohesive way in which staff perform their duties. Each employee is willing to go above and beyond and provide students with the necessary information to make their experience at Victor Valley College a positive one. We have monthly staff meetings to discuss ongoing and new processes and how we can improve the delivery of our services to students. Each employee takes an active part in offering suggestions and insight to improve the operations of the department. In the last year the Admissions and Records department has implemented several new processes that have greatly enhanced the service to students and faculty. In collaboration with the MIS department, we executed a wait list process, online registration for concurrent enrollment students and an authorization code process which automated the way students are able to add closed classes. These processes have been extremely successful for faculty and students. The authorization codes have allowed Faculty to manage their class rosters more efficiently and it has given them more control when adding students to their class. Students can add classes via Web Advisor online registration without having to return to the Admissions and Records office. We are in the process of implementing Degree Audit which will allow an A/R Specialist to determine whether a student has met requirements for a degree or certificate using an automated process rather than a manual one. A great deal of efficiency will be gained, and students will be notified of their degree/certificate status more quickly. Summary of Improvements Needed and Supporting Evidence: Although we have made many improvements to enhance the service to students and faculty, there are areas that need to be addressed and improved. These areas include: 1. automating the Prerequisite challenge process, which also encompasses identifying prerequisite courses in the student database when taken at other colleges 2. Develop a Datatel training schedule for staff and 3. Implement an online process for students to order transcripts. 1. We are in the process of developing a plan to automate the prerequisite process when courses have been taken at other colleges. We will start by entering courses in our student database from colleges in Region 9 and expand to other colleges in Page 2 of 6
California and eventually enter courses from colleges from out of state. This will involve a staff to preliminarily evaluate a student s incoming transcript and enter an equivalency in our student database. The benefits of this will be felt by the student who will have the ability to register for classes that require a prerequisite when that class was taken at another college. It will also benefit counselors when advising student s for degree, certificate and transfer requirements. And finally, it will benefit the evaluator s who process degree audits. Courses will be in the system and the audit can be done and results received much faster. 2. I am working with the Director of MIS to implement a Datatel training schedule for A/R staff. This will improve and enhance the ability for staff to do their jobs more efficiently and feel more confident when processing student transactions in our student database. 3. Also at the top of our project list is setting up a system whereby students will have the ability to order their transcripts online. We are working with a company now and we hope to have this in place very soon. This new process has the ability to check for student holds, collect the transcript fees, and print the transcript electronically to a printer in the Admissions and Records office. This will free up staff time and allow them to focus on other duties. As technology changes and improves, the staffing needs change and must be re-focused on new priorities. Students and staff will benefit from this new transcript process immensely. It will minimize the turn around time for students to receive their transcripts and create a smoother and more efficient work flow for staff. KEY QUALITY MEASUREMENTS (KQMs). The Admissions and Records office clearly meets the needs of the students by providing a gateway to applying to Victor Valley College through our application for admission process. This is the first step to becoming a student and getting enrolled in classes. This will lead to the completion of a degree and/or certificate program. At this point, students have an opportunity to transfer to a four-year university, gain employment within the career field they have studied, enter the military or choose other options that are available to them. The Admissions and Records office provides the opportunity for students to appeal certain academic, student and college policies. Petition forms are made available for students to complete and submit for review by the petitions committee. Academic records for students are maintained in our office and we provide official and unofficial student transcripts. We evaluate student s academic records for the completion of degrees and certificates and award Associate degrees and Certificates of Achievement. Page 3 of 6
We process and maintain faculty census reports, positive attendance and final grade reports. The Director of Admissions and Records oversees the international student program and has the title of Designated School Official for all incoming international students and the processes that are required for the success of this program. Effective Process Management: The online services that are provided to students to apply for admission to the college, register for classes and navigate the A/R website for information pertaining to procedures and policies are invaluable tools that will enhance a student s ability to gain further knowledge and skills that will help them in their classes and as they transfer to universities and seek employment. We continue to evaluate processes on a frequent basis, especially online processes that will improve the student experience. My goal is to give students the tools they need to be successful when entering college and continue their education here and beyond. We communicate clearly to students our processes and when changes are made we publish new information in the class schedule and on our website. Use of Available Resources:. Within the last year, A/R has lost 1.5 employees and peak time employees were not hired for the Fall 2010 semester. An early retirement incentive has been offered to employees and at least 1 employee will be retiring effective November 30, 2010. Remaining staff must work longer counter hours which effects the productivity of desk work. I have submitted a proposal to limit service hours to students on Fridays from 8:30am 12:00pm. This will allow staff needed time to return phone calls and process student related tasks at their desks. I recommend that a committee be formed to continue discussions on a tiered staffing approach to student services (ex. generalists for front counter, specialists, and advanced specialists). Datatel and customer training is essential to A/R staff to keep them abreast of changes and keep morale up. Competent and well trained MIS staff is another essential element to the success of the A/R office. We rely on their expertise and without it, we continue to struggle with Datatel technology issues. The set up of our building and atrium where students must wait to be served is not student friendly. During the hot summer months, it is not unusual for students to stand in 105 degree heat to be assisted by A/R, Financial Aid or the Bursar staff. The windows that we serve students through and must talk to students Page 4 of 6
through are tinted dark and make it very difficult to communicate to students efficiently. Staff and students must speak loudly to be heard. I would like to see a professional survey the current setup and design a new and more student friendly way in which we can serve students. Program Impact Students: Having an efficient Admissions application process was an SLO for the A/R office. We have achieved this by having a quality online application process in place known as CCC Apply. This online application is widely used by most CA community colleges, UC s and CSU s which creates continuity for students transferring from one college to another. The percentage of students using the online application has increased exponentially over the last year. To help encourage students to use our online application, we provide 3 locations on campus where they can go to use computers and receive assistance if needed. CONCLUSION The Admissions and Records office (A/R) is the first step for students in getting admitted to the college and we are the last step when students have completed degree/certificate requirements or plan to transfer to a 4 year college. In addition, we serve students in a variety of ways while they complete courses and register for upcoming semesters. It is our goal to assist students in a manner in which they will find admissions, registration and receiving their transcripts, degrees and certificates and positive experience. GOALS FOR DEPARTMENT Degree Audit - Fully implement Degree Audit system by end of Fall 2010. We will be testing the system very soon, and will be receiving training which will enable us to determine a student s degree requirement or certificate requirement status more quickly and efficiently. We will be able to assist students with what if scenarios through this new process. Non-course equivalent evaluation - Implement a new method of entering courses in our Datatel student database to identify courses that students have taken at other colleges (creating non-course equivalent evaluation-neqv). Once courses from Page 5 of 6
other colleges, AP, CLEP and other traditional and non-traditional courses are entered in Datatel, students can register online rather than in person for courses that require prerequisites. This will also enhance the use of our Degree Audit program and give us the ability to run student degree evaluation audits more effectively. Electronic transcript order/send/retrieval - Implement an electronic transcript ordering/sending/receiving process, which allows students to order transcripts online, staff to batch process sending transcripts and receive transcripts electronically. Continue to collaborate with MIS - we plan to work more closely with the MIS department to receive training in Datatel as new processes and upgrades to the system are made. A Datatel Steering Group has been designated to prioritize processes and projects and to create a calendar of various departmental actions to be taken (ie, registration setup, waitlist and authorization code setup) These goals should be achieved in the next year, however, the budget/augmentation process for this additional technology and training will come from the MIS department and will depend on availability of funding these new processes. MAJOR INITIATIVES/INNOVATIONS - FUTURE GOALS FOR DEPARTMENT Please describe any goals you have for the department within the next 2 to 3 years, and describe any additional resources needed by responding to all the questions below. Developing and implementing a One Stop Center for Student Services. We will offer a front-counter service for students looking for assistance with Admissions, Registration, Financial Aid, Fee payment, student ID cards, questions regarding assessment, orientation and the entire matriculation process. Counseling and bookstore services will be available to students with in the same building. Computers will be available to students in this location as well. Staff will assist students with admissions, financial aid, payment of fees etc. on an as needed basis. How will you know if the goal was successful (measurement)? We will see that students will only need to visit one location to get their student services needs met. Currently students must visit several buildings on campus to receive services that in the future will be housed in one location. Staff will become more proficient and efficient in addressing the needs of students and students will have their needs met in a timely and organized manner. Page 6 of 6