Outcomes -- Students who complete classes at the Mission Center will:
- Experience a clean, comfortable, friendly and secure environment to support learning and success.
- Have access to quality programs, classes, and services to support and ehance their educational success.
- Receive reliable and factual information in a timely manner from a one-stop student services center.
Putting the 2014 student survey results in the context of the latest enrollment reports which Mission headcount second only to Ocean, it is clear that Mission is a very popular choice for students---99% would recommend!--- and is meeting its overall SLO. The strong enrollment data (11,000+ headcount) that Mission is generating at such a challenging time for the College provides corroboration that students are overall extremely satisfied with Mission Center. Mission is also contributing in a very positive way as a bright spot in helping to stabilize overall CCSF enrollment.
The survey provides evidence that outreach efforts for CCSF, including Mission Center, have been working. Not unexpectedly, as has been historically the case, the largest number of students say they heard about Mission through friends or family, by word of mouth. Satisfied former or current students often refer others, or someone hears one of our messages and passes it on. However, the second most frequent way that students found out about us was via the Schedule of Classes (hardcopy/online/direct mail/teacher’s announcement). The next most common ways were radio or TV, flyers, and community based organizations to which CCSF has outreached. Finally, there were other ways such through Mission’s neighborhood presence, email alerts, self-referrals, or referrals by job coaches.
Mission has done a full analysis of the survey results including a content analysis of student comments in both Spanish and English. A deeper analysis is being done in two areas that merit extra focus. Although 99% are satisfied with Mission Center overall, questions about specifics got a somewhat lower response. Our criterion for fully satisfying our AUOs is that at least a 90% approval rating is expected; our performance target is to get an “A.”
See the conclusion of this report regarding implementation efforts.
Mission AUL 1. The Mission Center welcomes students with a clean, comfortable, friendly, and secure environment in order to support student learning and success.
The extraordinarily high level of student satisfaction with Mission Center shows us we are already doing a lot of things right from the student point of view. An amazing 99% of 373 respondents “would recommend CCSF Mission Center to a friend or relative.” Asked for suggestions, dozens replied that everything was fine or great and that they had no suggestions for improvement. Said one, “Es perfecto.” Another, who had some suggestions, finished by saying: “Overall, I’m very satisfied.” Some very positive comments were made about “good classes,” the “beautiful” campus, and “cozy” environment.
The strong enrollment data Mission is generating at such a challenging time for the College provides corroboration that students are overall extremely satisfied with Mission Center. Mission is also contributing in a very positive way as a bright spot in helping to stabilize overall CCSF enrollment.
Mission Center now much better meets its objective for cleanliness; there were not many complaints regarding that in this year’s student survey. Night students expressed some concern about walking to the BART station in the evening but were satisfied that it was a secure environment otherwise. “Comfortable, welcoming, friendly” are customer service criteria that continue to deserve attention. See details below.
Mission AUL 2. The Mission Center offers programs and services to students supporting their educational goals.
Mission has an excellent balance of credit and noncredit now. Student services have not in all cases caught up to that shift. A higher level of counseling support at Mission, with more students able to see counselors for academic, personal and financial aid counseling, will be needed to ensure the highest levels of success for both credit and noncredit students. Students, especially in credit, are asking for library and technology access to be strengthened. Specific criticisms or suggestions in the student survey data related more to support services and library and less to academic programs (where they did not criticize the classes but wanted more of them). Several expressed that they wanted more library hours, more access to computers and WIFI.
Only 30% of respondents had seen a counselor at the campus. Of those who used Financial Aid, 2/3 of the students were satisfied with Financial Aid services onsite and about a third (36 individuals) found them lacking. 70% said they had an Education Plan, but since most of the students had not seen a counselor at Mission, it could be that they saw one at Ocean or elsewhere. (However, it is unlikely that respondents are all interpreting “education plan” in the specific way that was meant, since many noncredit students have not received any matriculation services. (The language of the survey should be clarified. It is likely most students would have some personal plan, at least very generally, for their own education, and the phrase could have been interpreted that way both by noncredit and some credit students. There are 48 comments in that section relating to education plans that are still being analyzed in depth for information about how we can track this service better. )
One noncredit student pointed out that the opportunities were very good at the campus, but the problem was that classmates often would have to drop out because they were working. Unfortunately, we cannot easily get feedback from students who are no longer with us. But DSS and Banner data tell us that it would be helpful to our students if we could devise additional strategies to ensure their retention at Mission. Our noncredit students are younger than the district average for noncredit. They tend to be challenged by combining work, school and family responsibilities. Supporting their retention will help the students meet their goals and will help us turn headcount efficiently into FTES funding.
Mission AUL 3. The Mission Center has a One Stop Office that provides students with reliable and factual information in a timely manner.
About 85% of students who answered that they had used the One Stop Office in Room 110 said they felt “comfortable and accepted.” Only 78% of all respondents thought that services there did not need to be improved, which does not meet our criterion for an acceptable level of satisfaction. Although a majority are satisfied, there were a large number of comments (63) regarding whether the services in that office needed to be improved and those comments are being reviewed in depth with staff to identify any changes that should be made.
(The Survey instrument needs to be clarified to identify better which office is being referred to. Since almost half of students said they had not used the “One Stop Office in Room 110” but only a third of the respondents were taking credit classes and might not have started in Room 110. Therefore, it appears that many students did not understand that the Admissions and Enrollment Office on the first floor was being referred to. The Single Stop Office, also on the first floor, has outside funding and a different function, but a similar name as the One Stop Office. )
Closing the Loop
A list of “actionable items” has been compiled using student suggestions from the survey. Even while we are still determining how many of the suggestions we can implement and what feedback calls for changes, Mission has started action on some of the items already in order to close the loop.
The popularity of sections held evenings and weekends has led to a shift of sections to accommodate the times of peak demand.
There has been some increase in open lab access but we plan to expand that further to meet the needs of students working on degrees and certificates as well as all students.
Coverage in counseling and A&E has been enhanced somewhat by adjusting work schedules to better cover the growing demand for evening services.
This semester has seen an intense focus on the improvement of customer service skills, which is already improving our level of welcome and quality service.
We have also increased outreach activities to the community via very successful efforts at Carnaval and Cinco de Mayo events in the Mission District as well as via support for the citywide, volunteer Enrollment Campaign operating out of this center.