2. Building the Plane as We Fly: Implementing collaborative solutions to enhance the Competency-Based Education (CBE) student experience UW-EXTENSION, Division of Continuing Education, Outreach & E-Learning Laura Lenz-Perkins – Admissions Manager Nadia Kaminski – Academic Success Coaching Manager Shari Henning – Student Support Services Center Coordinator

3. The flight plan What we hope you’ll learn… History of the UW-Flexible Option Unique challenges faced by students, staff, and faculty How Admissions, Academic Success Coaches, and the Student Support Services Center developed creative solutions to these challenges What we have learned Where we headed

4. Beginning to build the plane… Let’s talk about Flex UW System partnerships Portfolio of degrees and certificate programs Self-paced, competency based Aimed at a new market of adult and non-traditional students

5. What the heck is the UW Flexible Option? UW-Flexible Option vs. Traditional Higher Education Traditional Higher EducationUW Flexible Option Semester-based3-month subscription, new starts each month, 12 terms a year Credit earned by completion of a course with passing grade Credit earned by demonstrating mastery of competencies through assessment Group-paced courses, dependent on seat time Individualized Learning Plan, Self- paced program Traditional role for academic advisor New role- Academic Success Coach Tuition model based on credit loadTuition model flat rate, two levels

6. Bumpy but successful take off…. Hiring timeline Admissions Training Systems not ready eApps not uploading Working out of multiple systems 629 Applications in the first 6 months (133 in the 1 st month) Enrollment caps of 10 per program per subscription period

7. Admissions in a CBE world… eApps are the same…..well kind of! People Soft Subscription Periods Checklist Items Image Now Campus partners Comprehensive Admissions for CBE Work experience…..why is this so important?

8. Fighting against the turbulence… Credentialing Dually enrolled students Array of systems SIS x’s 3/CRM/Image Missing links in data Why can’t all our systems get along? Data feed to campus partners 2 way data street

9. Switching pilots… What happens after Admissions? Steps/phone call Hand off to the ASC team Salesforce Daily communication How is the ASC/Admissions relationship unique?

10. What is an academic success coach?

11. Climbing to cruising altitude… Launch – January 2 nd 2014 Small starting team Challenging the traditional mindset Crucial versus need Who are our Flex students? Profile Establishing the relationship between campus partners and ASC team Definition of roles Culture integration

12. Maintaining course… Systems CRM Process enhancements Communication scheme D2L Policies and Procedures Self paced Flex student behavior Graduation Proctoring

13. Service during flight… Student preparation New versus continuing Monthly starts Orientation Critical communications Collaboration with other departments Instructional Design IT Tech support

14. Preparing for a smooth landing… The creation of the Student Support Services Center

15. Student Challenges… Wide range of technology experience Numerous third-party software/systems Multiple logins Time available to ask for assistance

16. Student Support Services Staff Challenges… Pinpointing problems Non-proprietary systems (SIS & D2L) Third-party software System requirements

17. Communication Challenges… Staff assisting students in multiple departments and campuses Student information lived in multiple systems Email being used to triage technical difficulties Driving the students to technical support

18. Successful Touchdown Meeting students where they are…

19. Student Solutions… Adding more self-service options Knowledge-Base document creation Direct access to Knowledge Base Modifying technical support webpage Adding widget to competency sets Federated ID Future Plan

20. Add temporary staff and student employees to cover non-traditional tech support hours Campus partner training documents Student perspective Quality Assurance testing “Helpful Links” master sheet Bi-weekly meetings Student Support Services Staff Solutions…

21. Communication Solutions… Working with Admissions and ASC to determine best place to find student data Using Footprints as technical support system of record

22. Taxiing to the Gate What we have learned… Making sure tech support has a seat at the table Pursing new technologies to better serve staff and students Ensuring students have access to self-serve options “Control our controllable” Power of influence and collaboration The profile of successful students How to work with the technology Transition to future

23. Future Flight Schedule… New Flex Programs GIS Master’s Program First Master’s program for UW Flex Business Degree Enhanced CBE format New system formats

24. Booking your ticket Questions ?

25. For more information regarding the UW-Flexible Option http://flex.wisconsin.edu/