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June 11, 2012

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.

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June 11, 2012

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

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

  3. 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 Today’s Topics

  4. “What is best for students?”

  5. Overview of enrollment services

  6. How The one stop Enrollment Services contributes to the Learning college

  7. Responsibility • Collaboration • Communication • Evaluation

  8. Faculty Academic Advising Welcome Center Historic Admissions Testing Financial Aid

  9. Student Success Model

  10. Example of Current Student Process 100 Students Intake Desk 5

  11. Veteran’s Services Admissions and Records Mall Model Academic Advising Disability Resource Center Financial Aid Testing

  12. Hub Model .

  13. Discussion: Where is your college and where are you in the transformation process?

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

  15. 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? Process Model

  16. Quantity Quality Spirit of Service Q Q S

  17. 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.

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

  19. 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

  20. Building one team

  21. People Skills • Technical Skills • Team Building Skills Cross Training, Cross Training, and Cross Training

  22. 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.

  23. 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.

  24. 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

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

  26. Educational Planning • Phoenix College Process Model Flow • Self-Serve: Meets student’s needs Enrollment Welcome Center Self Service Self Service

  27. Educational Planning • Phoenix College Process Model Flow • Enrollment: Meets student’s needs Enrollment Welcome Center Self Service Self Service

  28. Educational Planning • Phoenix College Process Model Flow • Educational Planning: • Meets student’s needs Enrollment Welcome Center Self Service Self Service

  29. birdseye overview

  30. FRONT LOBBY-MCC- Blue River 1 2

  31. MCC-Blue River MCC-Blue River 4 2/3 process 1

  32. 100 Students come to Enrollment Services

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

  34. Questions?

  35. Questions, suggestions or request for materials: • Please email: • Yira.Brimage@phoenixcollege.edu • Daniel.Herbst@cgcmail.maricopa.edu

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