GETTING “THEM” IN THE DOOR A Look at the Student Intake Process Jency Brown & Maria Esquivel University College University of Utah

What Do “We” All Have In Common? A)Critical to Mission of Institution B) Fun and Challenging Work Environment C) Meet With & Assist Students D) Make Lots of Money E) All of the Above

Intake Models Appointments (in person) Appointments (phone) Same Day appointments Walk-ins/On Call Quick Answer /Electronic Advising Group Advising Remote Advising

University College History Mid-90sMostly Walk-Ins Appointments for Special Needs Combination of Appointments & On Call PresentAppointments & Quick Answer

ASSESSMENT Why Not Ask the Students?

What Did We Learn? In responding to the question “ The Advisor explained how to build a schedule for my next semester”, 77% of students with an appointment said yes, while only 63% of those who were seen on-call said yes- a 14% differential.

Necessary Components Welcoming & Functional Environment Supporting Technology The Right People

Old Front Desk & QA

Focus Group 7 Undergraduate Students Mix of backgrounds Took tour of office Discussion centered around UC mission and services

New Front Desk

Quick Answer Desk (QA)

QA and Reception

Electronic Calendar

So What’s New? Quick Answer Replaces Walk-In Primary Focus is on Appointments Same Day Appointments Reserved for Emergencies New Reception Area More Open & Welcoming Electronic Calendar Allows More Efficient Scheduling More Emphasis on Training New Staff

Intake Assessment How soon was your appointment scheduled? When did you get through to the receptionist? Were you able to meet with an advisor in time to address your questions and concerns?

New Front Desk Area

Other Intake Methods Phone Appointments Hotline Electronic Advising Group Advising Remote Advising What Else?

SUMMARY Ask Students What Works for Them Hire Good People Retain Good People Train & Support Them Create the “Right” Environment Always Put the Customer (Student) First (Be Flexible)

The Right People

A PARTING THOUGHT Good People Can Make Any System Work…But a Good System Makes Good People Even Better