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

Yira Brimage Vice President, Student Affairs Phoenix College Daniel R. Herbst Dean, Student Affairs Chandler-Gilbert Community College PRESENTERS

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 TODAYS TOPICS

What is best for students?

OVERVIEW OF ENROLLMENT SERVICES

HOW THE ONE STOP ENROLLMENT SERVICES CONTRIBUTES TO THE LEARNING COLLEGE

Responsibility Collaboration Communication Evaluation

HISTORIC Admissions Welcome Center Academic Advising Financial Aid Testing Faculty

Student Success Model

EXAMPLE OF CURRENT STUDENT PROCESS 100 Students Intake Desk 5

MALL MODEL Testing Financial Aid Disability Resource Center

HUB MODEL.

DISCUSSION: WHERE IS YOUR COLLEGE AND WHERE ARE YOU IN THE TRANSFORMATION PROCESS?

Do what you can, from where you are, with what you have got. -M. Dooley

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 ?

Quantity Quality Spirit of Service Q Q S

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.

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

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

Building one team

People Skills Technical Skills Team Building Skills CROSS TRAINING, CROSS TRAINING, AND CROSS TRAINING

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

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

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

Phoenix College Process Model Flow Welcome Center: Meets students needs Self Service Enrollment Educational Planning Self Service EXIT Welcome Center

Phoenix College Process Model Flow Self-Serve: Meets students needs Self Service Enrollment Educational Planning Self Service Welcome Center

Phoenix College Process Model Flow Enrollment: Meets students needs Self Service Enrollment Educational Planning Self Service Welcome Center

Phoenix College Process Model Flow Educational Planning: – Meets students needs Self Service Enrollment Educational Planning Self Service Welcome Center

birdseye overview

FRONT LOBBY- MCC- BLUE RIVER 1 2

MCC- BLUE RIVER MCC-Blue River 2/3 1 4 process

Phoenix College MCC-Blue River Students Served Welcome Center 25Zone 150 Self-Serve 10 Zone 2 and 3 25 Enrollment 25 Educational Planning 40Zone Students come to Enrollment Services

We cannot solve our problems with the same thinking used to create them. -A. Einstein

QUESTIONS?

QUESTIONS, SUGGESTIONS OR REQUEST FOR MATERIALS: Please