CHANGING LIVES MAKING INDIANA GREAT Welcome to Enrollment Training for Site Directors & Staff Anne Penny Valentine Vice President for Student Experience & Customer Service

CHANGING LIVES MAKING INDIANA GREAT Getting the most out of this training 1)Ask questions 2)Offer suggestions 3)Share success & obstacles 4)Make connections

CHANGING LIVES MAKING INDIANA GREAT New students were looking for answers and direction quickly; Current students a consistent process Both expected a high level of customer service In the end, students might simply find it easier to leave than to stay What is the Student Experience where you are? CHANGING LIVES MAKING INDIANA GREAT

CHANGING LIVES MAKING INDIANA GREAT What do we want out of this training? Our Perspective CHANGING LIVES MAKING INDIANA GREAT

CHANGING LIVES MAKING INDIANA GREAT How did we get here?

CHANGING LIVES MAKING INDIANA GREAT Trends We Were Seeing Unnecessary complexity New generation of learners and expectations of an online experience Substantial growth over the past few years Retention and completion challenges Change to state funding model/Budget challenges

CHANGING LIVES MAKING INDIANA GREAT Multiple Offices Various Learners

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CHANGING LIVES MAKING INDIANA GREAT Financial Aid Bursar Admissions Registration Multiple offices and multiple points of entry Orientation

CHANGING LIVES MAKING INDIANA GREAT OnlineHybridTraditional RegistrationOrientationAdmissionsBursarFinancial Aid

CHANGING LIVES MAKING INDIANA GREAT We simply weren’t able to keep up with the volume on the phone or in person We lacked consistency across campuses Conversion and Retention Rates could suffer as a result Our Perspective CHANGING LIVES MAKING INDIANA GREAT

CHANGING LIVES MAKING INDIANA GREAT New students were looking for answers and direction quickly; Current students a consistent process Both expected a high level of customer service In the end, students might simply find it easier to leave than to stay Our Students’ Perspective CHANGING LIVES MAKING INDIANA GREAT

CHANGING LIVES MAKING INDIANA GREAT The Shift to Higher Student Expectations is Widespread Service Immediacy Personalization Connection of students cited the lack of these as reasons for dropping out 78% Source: Pew Research

CHANGING LIVES MAKING INDIANA GREAT We Knew We Needed to do Something Provide a consistent experience to students Enable access to information at a faster pace, during more hours of the day Engage students who expressed interest in Ivy Tech and support them throughout the enrollment process Address retention through proactive measures Reallocate staff resources to focus on unique student needs and more strategic tasks

CHANGING LIVES MAKING INDIANA GREAT Ivy Tech established methodology for process improvement - has been deployed for 20 projects college-wide (regional and system wide levels) One Stop was our largest process improvement effort to date. Involved 25 Central Office staff and 70 Regional Staff members. Utilized our methodology to review several student enrollment areas. Management Practices Utilized Process Review

CHANGING LIVES MAKING INDIANA GREAT Subtitle Click to edit Master subtitle style Iowa Western Community College Site Visit Northern Virginia Community College (NOVA) Site Visit University of San Diego Site Visit Florida Keys Community College University of Minnesota George Washington University Gateway Community College Phoenix College Management Practices Utilized Best Practices Research

CHANGING LIVES MAKING INDIANA GREAT Subtitle Click to edit Master subtitle style Management Practices Utilized Best Practices Research

CHANGING LIVES MAKING INDIANA GREAT Subtitle Click to edit Master subtitle style Management Practices Utilized Best Practices Research

CHANGING LIVES MAKING INDIANA GREAT Subtitle Click to edit Master subtitle style Management Practices Utilized Best Practices Research

CHANGING LIVES MAKING INDIANA GREAT Subtitle Click to edit Master subtitle style Management Practices Utilized Best Practices Research

CHANGING LIVES MAKING INDIANA GREAT

CHANGING LIVES MAKING INDIANA GREAT Goals and Objectives Improve student satisfaction: One central location for questions from prospects and students about application, admittance, orientation, intake assessment, registration, financial aid, student accounts and success, etc. Educate students about various department functions. Effectively enroll and transition students into the Ivy Tech community. Reduce wait times and minimize frustration.

CHANGING LIVES MAKING INDIANA GREAT Goals and Objectives Allow staff to focus on the top priorities thus increasing staff satisfaction. Increase retention and success of students. Increase student enrollment.

CHANGING LIVES MAKING INDIANA GREAT Phone: 888-IVY-LINE Online: In person: One Stop

CHANGING LIVES MAKING INDIANA GREAT 3 Buckets of Customer Service

CHANGING LIVES MAKING INDIANA GREAT One Stop Director Student Services Professional Information Center Receptionist Financial Aid Specialist Registration Specialist People (Staffing)

CHANGING LIVES MAKING INDIANA GREAT One Stop Institute Express Enrollment Center Directors Student Services Professionals Information Center Receptionists Cross Training in functional areas Specific customer service training People (Training)

CHANGING LIVES MAKING INDIANA GREAT Place (Facility)

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CHANGING LIVES MAKING INDIANA GREAT

CHANGING LIVES MAKING INDIANA GREAT

CHANGING LIVES MAKING INDIANA GREAT Process (Included/Excluded Functional Areas) IncludedExcluded Admissions/ApplicationAcademic Advising Assessment (co-located but functionally separate) Admissions Advising/Recruiting Cashier FunctionBursar Back-end Operations Financial AidCareer Services OrientationDisability Services RegistrationStudent Life Veterans Affairs Decided by key stakeholders from CO and the Regions

CHANGING LIVES MAKING INDIANA GREAT Process (Job duties specific to SSP) Included in One-Stop SSP DutiesExcluded ProspectAcademic Advising Admissions (but not recruiting)Disability Support Services AdmitMake up assessments OrientationSAP appeal approvals Provide information on how to schedule with an advisorLoan certifications RegistrationFinancial Aid verifications Financial AidBursar linking Bursar (Providing bursar related information to both credit and non-credit students, i.e. advise on 1098T, collection and scanning of documents, etc. ) Bursar cash/check receipt Provide information on Career ServicesBursar refund process Student Success (Providing information to students related to the following areas of the college) Library Tutoring Student Life, i.e. Org Sync TRIO Personal learning assessments (PLA) High stakes and outcome assessments Describing the SAP process and providing the appeal forms Student Success Early Alert 3-Peat Probation Veterans Affairs Recruiting/Admissions Advising

CHANGING LIVES MAKING INDIANA GREAT Measuring Success: Student Data

Student Visit Data Ivy Appointment MonthCampus Average Wait (minutes) Average Advising (minutes) Students Per Day Students Total JulyColumbus AugustColumbus SeptemberColumbus JulyFort Wayne AugustFort Wayne SeptemberFort Wayne JulyIndianapolis AugustIndianapolis SeptemberIndianapolis JulyLafayette AugustLafayette SeptemberLafayette

CHANGING LIVES MAKING INDIANA GREAT Measuring Success: Student Surveys

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CHANGING LIVES MAKING INDIANA GREAT What does that mean for you?

CHANGING LIVES MAKING INDIANA GREAT An immediate, personalized, and connected level of service Reinventing the student experience

CHANGING LIVES MAKING INDIANA GREAT Enrollment Training Ensure consistency statewide Provide staff more tools to assist students Improve customer service Discover additional opportunities for improving the student experience

CHANGING LIVES MAKING INDIANA GREAT Site Directors Survey All 29 directors completed survey Greatest need from students? Academic Affairs (advising, course selection, faculty advising) Area you aren’t comfortable in assisting students: Student accounts Area you want more information: Financial aid

CHANGING LIVES MAKING INDIANA GREAT Site Directors Enrollment Training MondayTuesdayWednesday 9 am - 10 amFinancial AidAcademic Advising 10 am - 11 amOverview 11 am - noonSIMS Noon - 1 pm LUNCH 1 pm - 2 pmLUNCHFinancial AidStudent Accounts 2 pm - 3 pm Admissions (including testing) 3 pm - 4 pm 4 pm - 5 pmRegistration Customer Service 5 pm - 6 pm

CHANGING LIVES MAKING INDIANA GREAT SIMS Created for use by Ivy Line call center Pulls information directly from Banner Easy to read Extensive Knowledge Base

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