Administrative Unit Outcomes Training Workshop

Wednesday, March 13
3-5 pm -- MUB 140
INDEPENDENT FLEX CREDIT: I.S13-847

Attendees: ~40 faculty and staff from programs such as Admissions & Records, Enrollment, DSPS, Bursar's Office, ESL Center, Registration, and Student Health.

Feedback and notes accumulated during this training session will be collated and provided to program managers for use in ongoing SLO assessment and program improvements. Please be sure any group notes are written legibly and transferred to training leaders.

3-3:05 pm – Introductions

3:05-3:25 pm – Program-level Service Outcomes

  • What IS a service outcome?
  • Who do we serve?
    • (2 min) Group Brainstorm
      • City College students
      • Other departments
      • Faculty and staff
      • Potential students
      • Community
      • Employers
      • Transfer institutions
  • What are some of the great things that our served students and faculty receive from their interactions with us? How important are we and our work to their education – careers – lives?
    • (5 min) Groups of 4 (same programs) discussion with note taker and reporter
    • (3 min) Report out
      • Students get the class they want
      • Students get photo IDs
      • Student get class information they need to make decisions
      • Students meet their education goals
      • Students stay healthy
      • Students receive referrals to other services on and off campus
      • Faculty learn about educational code and legal requirements
      • Students can enroll in classes
      • Students can enroll in college
      • Transfer students can find the right classes
      • Student know when and how to take placement tests
      • Students get assistance with accessing their own records and thus having more control of their educational experience
      • Students can add or drop courses as needed
      • Students can more easily apply to 4-year colleges
      • Students can more easily learn about college-wide processes and requirements (email)
      • Students can identify and reach resolution on data-entry, transcript, or registration errors
      • Instructors can more easily process student grades
      • Students can receive diplomas and certificates
      • New and existing students can access information required for their success at CCSF and beyond
      • Students feel encouraged and supported while in school and are more likely to stay and complete their educational goals
      • Students get jobs, salary increases, college admission, insurance, etc. due to transcripts sent quickly and easily.
      • Students get refunds on overpayments.
      • State regulations are met, and school avoids legal issues.
      • Students get financial aid.
      • Students are able to remain in the U.S. legally.
      • College meets FTES goals.
      • College can pay its bills within incoming funds.

Service Outcome Review – Do the ones we have work? What refinements do we want to make? Are we missing any? After receiving a service from our department/program/group, a student/faculty member will…

  • (5 min) Groups of 4 (same programs) discussion with note taker and reporter
  • (1 min) Report out a few samples
    • Students make payments easily and on time.
    • Students receive the financial aid for which they're eligible.
    • Students receive grades and transcripts in a timely, reliable manner.
    • Faculty, staff, and students receive the information they need to handle their own registration, enrollment, grading needs.
    • Transcripts and grades should get to students quickly and accurately.

3:25-3:45 pm – What outcomes do we, personally, want for those we serve directly? Do these outcomes align well with the program outcomes and mission? CCSF Mission?
After receiving services I provide, a student/faculty member will…

  • (5 min) Individual consideration – take notes
  • (10 min) Find 2 partners (from different programs). Share and provide feedback.
  • (2 min) Group Q&A

3:45-3:55 pm – Why is it valuable to define and refine these outcomes?

  • Group Brainstorm
    • Helps us figure out which improvements to prioritize
    • Helps us know whether we’re on the right track
    • Helps us know whether the improvements we’re making are actually beneficial
    • Helps us increase funding because we can support our resource requests more authentically (proof/evidence)
    • Helps us meet accreditation requirements
    • Prevents making mistakes over and over
    • Facilitates working together as a department (reviewing findings of each department)
    • Creates common goals that support increased communication, collaboration, and focuses the limited resources

3:55-4:05 pm – Break

4:05-4:30 pm – How do we assess our effectiveness in achieving these outcomes?

  • (2 min) Group Brainstorm
    • Surveys – customer satisfaction completed in office or through web
    • Surveys completed when fees are paid
    • Final results --  BANNER – course completion, financial aid, registration, applications, …
    • Direct feedback from students/faculty/staff (real-time, afterwards, purposefully sought out, just given free)
    • Focus groups
    • Direct observation
  • Review of survey results:
    • Where do we need to improve, and what are some suggestions for doing so?
    • What do we do well? How do we ensure we continue to do well in these areas?
    • (10 minutes) Groups of 4 (same programs) discussion with note taker
  • What other information would we like to capture?

4:30-4:45 pm – What other challenges to do we face in our jobs, and how can we resolve them?

  • Groups of 4 (from different programs) discussion with note taker
    • Faculty and classified should be on one accord regarding students' schedules (waitlist, ADD, dropping procedures, etc.) -- Training? Workshop where we share challenges with each other so we understand what it's like on both sides?
    • Banner needs to be more user friendly. (Will ARGO change this?)
    • Receiving payments is still a challenge: Will the HOLD system, e-bill emailed, and COTOP help?
    • Noncredit challenges:
      • Students writing is illegible. (Computer entry would improve this.)
      • Faculty-completed data: bad math calculating hours on PARS (use a calculator); aren't seeing directions? (Large font? Easier to read?)
      • Need more orientations including HOW TO fill out applications online for students
        • Students need to enter legal names -- last name, then first name (better instructions? Orientation? Help lab? Computers?)
        • Date entry needs to be uniform (better examples? Limits to entry mode?)
      • Need workshops for Faculty re: importance of ALL the information in the documents (application + PARS) and how to complete them all correctly.
    • Announce deadlines more frequently for students (graduation petitions)
    • Too many separate logins (web4, application, CCC Apply) -- can we minimize?
    • Can't provide excellent services with limited time and resources -- Insufficient staff and increased workload (address in Program Reviews to hire more staff -- make procedures more efficient -- ensure staff that are hired are highly trained -- ensure the required staff exist at various centers -- ensure sufficient phone coverage and technology support)
    • Banner issues/challenges (review Banner operation)
    • Low office/staff morale (need to have more recognition of good work and trust that supervisors are attentive to staff needs, more positive news shared)
    • Difficulty locating office supplies (supply staff with order forms)
    • Office equipment failure (needs timely service plans and replacement)
    • Handling served individuals who are acting irrationally (patience, listening, "how-to" workshops)
    • Communication issues/language barrier -- students become upset (patience, "how-to" workshops, interpreters)
    • Requests for "immediate" processing on forms that take time to process (better information to students outlining procedures clearly)
    • Misinformation given to students by faculty (better training for faculty on all procedures)
    • Difficulty with confused students (patience, understanding, agreement, and ...?)
    • Applications are incomplete or completed incorrectly. (Need better instructions and more Q&A opportunities -- workshops, help labs, information booth)
    • Need better communication among departments (more team projects and collaborative efforts)
    • Applications & PARS unclear (need to print clearly when completing -- train faculty on how to properly fill out an application; find a way to help students (and faculty) understand how important it is to be consistent with information (such as name and birthdate); help faculty understand that these forms are all required parts of their job.)
      • REQUIRES collaborative effort and team work among students, faculty, and staff to work it all out smoothly.
    • Online applications challenges: students don't know how to use computers (drop-in help lab where students help students)
    • Too many programs -- too wide a range of students (age 16 to 70+) to be able to answer all the questions we get (have an INFORMATION BOOTH at lobby entrance of Conlan Hall to help students before they come to Admissions (staff with faculty, staff, and students?) Questions cover: High School concurrent enrollment, Certificate program, Transfer program, Associate Degree program, Transcript requests, Verification for employment, Directions, Application issues, Residency issues, Evaluations, and Directions to classrooms
    • Interactions with payroll steal a LOT of time (increase payroll staff; audit payroll processes and simplify where possible)
    • Challenge with changing administrative voice and goals. Need more consistent vision -- better outcomes defined at all levels, aligned to college mission.

4:45-5 pm – Preparing for the ACCJC visit

  • Short practice with neighbor -- visiting team asks question -- how will you respond?
  • NOTES:
  • Visiting Team: meets to review Show Cause report (March 15th report).
  • Visiting team dates: April – second or third week likely -- could be first week. Unknown at present.
  • Visiting team: visits campus to verify (are we being honest? What are the changes that have taken place since the sanction? Team writes evaluation report (before, during, and after visit, but bulk of report writing is done while on site). During visit: Team will be on campus – in cafeteria – asking questions of anyone at anytime.
  • What would be good for us all to know?
    • Our unit’s progress specifically (if can’t read entire Show Cause draft, read at least the sections that pertain to us).
    • Good to know changes that have taken place within our own division in particular.
    • What is he CCSF mission? How does what we do fit in? How has it changed?
    • What is the current Program Review process? How does college-wide assessment (outcomes) fit in?