More than 200 career training, university transfer and coll

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• Florida Community College at Jacksonville
• (FCCJ)
• Jacksonville, FL
• Susan Lewis, Academic Advisor
• Lin White, Student Success and Services Manager

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FCCJ

• One of the largest and most comprehensive
  colleges in the US
• Serves 60,000 students each year
• More than 200 career training, university
  transfer and college preparatory programs
• Five campuses and five major educational centers
• One of the nations largest long distance
  learning programs

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Campus and Center locations
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Advising Students

• Professional Advisor Model
• Multi Campuses and Centers
• Appointments
• Walk-ins
• Phone
• Emails
• Open Campus Distance Learners
• Phone
• Emails

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How do we know if our students are satisfied with
advising?Noel Levitz Student Satisfactory
Inventory (SSI
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Community College Survey of Student
Engagement2004 Benchmark Florida Community
College at Jacksonville
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College-wide data

• Colleges traditional Fall-to-Fall retention rate
  was less than 50 percent
• Long-term and consistent student dissatisfaction
  with the quality of academic advising and
  counseling as indicated on the SSI and CCSSE

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Why are we getting these results?

• Review of Current Enrollment Process Flow
• Enrollment Services- Application
• Advising and Counseling Walk-in or Make
  appointment
• Assessment Appointment
• Advising/Counseling - Schedule orientation
  appointment
• Orientation
• Initial Advising Session
• Financial Aid
• Register On Campus or On Line
• Business Office

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Student objective Get to class.
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How are we going to fix this? College-wide Goals

• Elevate customer service to a level unsurpassed
  in higher education
• Enhance institutional performance and
  accountability

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Student Success objectives

• Minimize the number of required contacts with the
  College necessary to enroll
• Minimize time required to enroll
• Provide good customer service
• ID students who need expanded services and
  connect students to the services

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What is Student Success going to do to meet these
goals and objectives?

• In Fall, 2002, a college-wide task force convened
  consisting of
• Advisors
• Counselors
• Enrollment Services Staff

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Recommendation

• Merge current enrollment services with advising
  functions
• to integrate campus-based enrollment into
• a single employee, single contact interaction

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RecommendationRe-organization of the Student
Success areaThe Center One Stop Concept

• Dean of Student Success
• Student Achievement Student Enrollment
• Leader Leader
• Counselors Student Success Advisors Lead
• Career Development Student Success Advisors
• Student Activities Enrollment Specialist
• Career Placement Financial Aid
  Specialist
• Disabled Student Services Student
  Accounts

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Recommended Strategies

• 1. Training and Professional Development The
  professional development office, Florida
  Community College University (FCCU) will be
  tasked with leading the training, development and
  certification of employees whose new job
  responsibilities will include an expanded
  definition of student services.
• 2. Facilities Planning Facilities and Planning
  and Re-fitting-
• The assistance of facilities will be
  needed to evaluate existing space and plan for
  transition to space which optimizes the physical
  organization to meet the goals and objectives.
• 3. Human Resources Analysis and Action - Evaluate
  existing jobs and desired assignments and make
  recommendations for Cabinet approval regarding
  compensation and placement of large groups of
  affected employees in career, faculty and
  administrative employment groups.
• 4. Funding- Budget Analysis, It is estimated that
  implementation of the two can be accomplished at
  a long term operation savings to the College.

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HOW DO WE BEGIN?

• ? ? ? ? ? ?
• ? ? ? ? ? ? ?
• ? ? ? ? ? ? ? ? ?
• ? ? ?
• ? ? ?
• ? ? ? ? ? ? ? ? ? ? ? ?

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Step 1.

• Needs survey of the following areas
• Enrollment Services
• Student Accounts
• Financial Aid
• Academic Advising
• What are the recommended knowledge and skills
  needed in your area to integrate campus-based
  enrollment into
• A single employee
• Single contact interaction for students

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Step 2. COLLEGE-WIDE ADVISING COUNCIL

• Formed the College-wide ADVISING COUNCIL
• Mission
• The mission of the advising function is to
  guide, educate, support, and empower students to
  develop and achieve their academic and career
  goals.
• Learning Outcomes
• In pursuit of that mission, we will pursue and
  achieve the following learning outcomes for
  students who seek the assistance of advising.

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Advising CouncilLearning Outcomes

• 1. Students will have a properly declared program
  of study and for AA students, an identified
  major. Undecided is an acceptable major and
  indicates the students need for additional
  support and direction.
• 2. Students will have an educational plan that is
  related to their stage in the career development
  process. They will understand prerequisites and
  how to proceed term by term through their plan,
  choosing correct classes and minimizing time to
  their degree.
• 3. Students will be aware of, aggressively pushed
  to, and rewarded for participating in the support
  services that will enhance their probability of
  success.
• 4. Students will increase their confidence,
  esteem, and motivation toward accomplishing their
  educational objectives through academic advising.
• 5. Enrollment in the Student Life Skills (SLS)
  courses will increase.

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Step 3. Training and Professional Development-

• Advisors will need to be trained in the process
  and functions of enrollment services, student
  accounts, financial aid, and enrollment services
  professionals will need to be trained in all
  areas of advising.
• Additionally, the Colleges advising and service
  philosophy must be clearly expressed during
  training and exhibited during implementation.
• Ongoing training will be needed for new employees
  assigned to this area.

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• How many of you were placed in the role of
  academic advising without any training?
• For most Colleges, student services training is
  on the job.

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Not so anymore at Florida Community College

• The Colleges student success team designed a
  comprehensive training program covering
• Student Enrollment Services
• Student Accounts
• Financial Aid
• Academic Advising
• Developmental Advising-communication and
  relational skills
• Customer Service The FCCJ Way (in development)

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Training Outcome

• STUDENT SUCCESS ADVISOR
• New position
• Hire as an academic advisor
• Become certified
• Attend workshops
• Internship
• Assessment
• Apply for Student Success Advisor position

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Buy in

• Administration - Yes
• Cabinet Campus Presidents - No
• Human Resources HR- No
• FCCU Professional Development - No
• Campus Deans of Student Success - Yes
• Staff - Yes
• Funding - No

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Opportunity

• Learner Support Center
• Information Center
• Due to growth of distance learning students who
  can not or do not want to come to campus
• LSC Staff were getting a lot of ES, SA, FA and AA
  questions.

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LSC staff job descriptions rewritten to Academic
Advisor.

• In the past, training was on the job.
• Sink or swim, and so could the student.

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Basic Advising 101/102spring 2003

• Susan Lewis developed one day trainings
• Basic advising 101/102
• Education Goals
• Admissions
• Programs of Study
• Assessment
• Orientation
• First Term Advising
• Advising all student populations
• Utilize advising tools

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Step 4. PILOT, existing Financial Aid training,
Spring and Summer 2003

• Participants were staff not in the Student
  Success area
• Rationale if they could go through the training
  and pass the assessments, anyone could
• PITFALL Did NOT work!
• Not area of interest or expertise

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Fall 2003Developed Spring and Summer 2004PILOT
training with Student Success Staff

• Financial Aid
• Academic Advising
• Enrollment Services
• Went better but still was not exactly what we
  needed.

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Fall 2004, design a training and professional
development program to PILOT

• From the Needs Survey
• Learning Outcomes
• Existing Basic Advising 101/102
• Existing Financial Aid training
• Evaluation of our previous pilot trainings

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TimelineFall 2004

• Fall 2005 training
• Develop curriculum
• Pilot
• Revise
• Curriculum design
• Curriculum printed
• Training

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Step 5.Hired a curriculum developer/writer

• Content
• Enrollment Services Experts
• Student Accounts Experts
• Financial Aid Experts
• Academic Advising Experts
• Training Curriculum Format
• LeaderGuidePro software
• Cost 820 Student Success Budget

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FUNDING

• Title III
• Quality Enhancement Program (QEP) (SACS)
• Project Renaissance budget
• Training of Student Success Staff is one of the
  initiatives
• 
  

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Curriculum Development ProcessSpring, Summer,
Fall 2004,Spring, 2005

• Enrollment Services Experts, district office
  staff, met weekly 33 hours
• Student Accounts Experts, district office staff,
  met as needed 33 hours
• Financial Aid Experts, district office staff, met
  as needed 16 hours
• Academic Advising Expert, Susan Lewis, campus
  Academic Advisor, met weekly 264 hours
• Total cost _at_ 25 hours 7,825.00

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Step 6.Curriculum Design

• 3 Ring Binder
• 3 Leader Guides
• 3 Participant Guides
• 6 Print Documents
• Training Web site
• 8,640 Project Renaissance Budget

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Student Success Training Curriculum Draft

• Testing
• Web sites
• Links
• Appendices
• Table of Contents links

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Pilot each curriculumSpring, 2005

• Participants were experts in each area from each
  campus, plus an academic advisor expert
• Offer feedback
• Train to be trainers and/or mentors
• Fine tuned curriculum in each area
• 6 days
• Final changes sent to printer

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Step 7.Curriculum Printing

• Enrollment Services to include Student Accounts
• Financial Aid
• Academic Advising
• 20 Leader Guides each area 60
• 100 participant guides each area 300
• Cost 22,500 to include 3 ring binders and
  binder title page Project Renaissance
• www.fccj.edu/resources/ssprofdev/

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Challenges Buy in

• Administration - Yes
• Cabinet Campus Presidents - No
• Human Resources HR No
• FCCU - No
• Campus Deans of Student Success -Yes
• Staff - Yes

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Funding - Yes and No

• LeaderPro Software 820
• Curriculum Developer/Writer 7,825
• Curriculum Designer 8,640
• Curriculum Printer 22,500
• 39,785
• Advising Survey 36,000

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MOVE FORWARD WITH TRAININGFall, 2005

• Deans wanted to cross train
• Bit the bullet
• Made the commitment
• Were not enough days in Fall term to do AA/AA,
  ES/ES, SA/SA, FA/FA
• Sent list of staff to be cross trained
• Used the numbers to set number of 5 day sessions
• 3 academic advising sessions
• 5 enrollment services sessions
• 4 financial aid sessions

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Fall 2005 training

• Best time for training for both staff and
  trainers
• Enrollment services
• Financial aid
• Student accounts
• Academic advising
• We scheduled 5 day sessions
• Location
• Emailed the schedule for Fall 2005 registration
• Training New advisors

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Fall, 2006 Training Schedule

• 20 per session ES/SA FA AA
• 9/18-9/23 X
• 9/26-9/30 X
• 10/3-10-/7 X
• 10/10-10/14 X
• 10/17-10/21 X
• 10/24-10/27 X
• 10/31-11/3 X
• TCF
• 11/14-11/18 X X
• 11/28-12/2 X
• 12/5-12/9 X
• 12/12-12/18 X

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Challenges

• Same old same old, PLUS
• Workshops - Yes
• Mentoring was sporadic - Yes, NO
• Assessments- No
• No one was taking the assessments.
• Why? Why should they? No incentive
• FCCU - Yes
• 1 Step Salary Incentive offered

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One Step Salary Incentive

• Board Rule 6Hx7-4.24 - Pay Plan
• Full-time employees will be eligible for a one
  (1) step increase as an educational promotion
  after the completion of eight (8) credit hours
  with a grade of C or better or the equivalent
  supplemental prescribed course. This is for
  classes taken at FCCJ and an employee may receive
  no more than one (1) step every three years.
  Full-time employees who are at the cap of their
  salary range will receive the one (1) step
  increase when earned.
• APM 03-0911 - One Step Salary Incentive for
  Courses Taken at Florida Community College at
  Jacksonville
• In addition, the college will develop a listing
  of non-college credit (supplemental) classes that
  will count toward the one step increase. For
  purposes of this procedure, 15 hours of classroom
  instruction will equal one credit hour.

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FCCU

• Florida Community College University
• What is Florida Community College University?
• FCCU is a department within Florida
  Community College that provides professional and
  personal development opportunities for staff of
  the College.Who can attend FCCU?Enrollment is
  open to any staff of the College, including
  full-time and part-time career staff, adjunct and
  full-time faculty and College administrators and
  professional staff.Are FCCU courses/workshops
  open to all College staff?Certain courses and
  workshops may be more appropriate for faculty
  certain courses may be designed for career. If
  so, the course description will contain that
  designation.

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Positive Outcomes

• Student Success staff loved it!
• Valuable training
• Guides were a valuable resource
• hard copies
• on line
• Trained trainers
• Positive feed back from trainers, participants,
  deans
• Developed a Developmental Advising session using
  the Noel Levitz Academic Advising for Student
  Success for Retention program

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Positive Outcomes cont.

• Developing a customer service session
• Assessment training is being developed and
  piloted
• Disabled Student Services training will be
  developed
• In the future to include FERPA and customer
  service training during the new employee
  orientation
• Instructional Program Managers are attending the
  trainings

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How to make the training a part of the FCCJ
culture?Spring 2006

• Divided the training modules and lessons into
  smaller sessions.
• Link to FCCU catalog .

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FCCU

• FCCU responsibilities
• Set Spring and Fall training schedules
• Schedule location
• Schedule trainers
• Advertise training sessions
• Collect evaluations

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Student Success Responsibilities

• Annual update of curriculum
• Master training sets, by session for each area
  for duplication
• Trainer database

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Spring 2006

• Spring 2006 schedule was posted
• Scheduled Train the Trainer
• Reviewed technology - Proxima
• TIPS for trainers - FCCU
• Reviewed each hard copy and online session

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Trainer Instruction Sheet

• SECURITY Contact 2650
• 1. First person, trainer, or participant, to
  arrive at A1105 will need to get security to
  unlock the door. Go up the escalator, second
  floor turn right to go to the security desk.
• 2. Place the wooden block inside the door to hold
  it open or the door will lock.
• 3. Ask security to unlock the A1105 storage
  closet. Place a chair in the doorway or the door
  will lock.
• 4. Locate materials for your session. Materials
  will be marked. FCCU contacts Brenda
  Baldree 8122
• Bill Ganza 3114
• 5. Distribute guides/session materials to the
  participants.
• 6. White board markers will be in the closet. I
  suggest you take one and keep it with you at all
  times. They do tend to disappear.
• PROXIMA SYSTEM DWC techies
• Bill Vollers 2588
• Michael James 2520
• 1. Pull down the screen at the front of the room.
• 2. Point the remote control at the black box in
  the ceiling. A green light should appear and
  reflect light on the screen.
• Log in for trainers and participants
• 1. Use your FCCJ user ID and password
• 2. Click on Explorer to go to the FCCJ home page
• 3. enter www.fccj.edu/resources/ssprofdev/
• 4. Click on the guide that pertains to your
  session

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Trainer Instruction Sheetpage 2

• SIGN IN SHEETS
• Distribute sign in sheets every day. This is the
  formal record in order for the participants to
  receive the 1 incentive.
• ACTIVITIES IN THE MATERIALS
• The evaluations requested that the trainer
  perform all activities. The participants want to
  have the experience of applying the knowledge and
  skills you are teaching them.
• EVALUATIONS
• Evaluations for EACH session will be in the
  storage closet.
• FCCU
• Send to Brenda Baldree, FCCU, MCCS, 280, via
  campus mail all sign in sheets and completed
  evaluation forms.
• HAVE FUN!
• Student Success Contact Lin White 3240

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MORE POSITIVE OUTCOMES

• Why are the trainings only being offered one time
  in the Spring and only one time in the Fall?
• Wanted more training opportunities
• Training is very valuable
• Student Success College-wide buy in
• Groups are currently requesting condensed
  versions

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Positive Outcome

• Human Resources Analysis and Action - Evaluate
  existing jobs and desired assignments and make
  recommendations for Cabinet approval regarding
  compensation and placement of large groups of
  affected employees in career, faculty and
  administrative employment groups.

57
Buy In

• Administration - Yes
• Cabinet Campus Presidents - No
• Human Resources HR- No Yes
• FCCU Professional Development - No
  Yes
• Campus Deans of Student Success - Yes
• Staff -
  Yes
• Funding -
  No, Yes

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SURPRISE POSITITVE OUTCOME

• It was infectious!
• Created College-wide Student Success Team
  concept.

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Challenges

• Emails from some faculty asking why they were
  included in the offer to register?
• Were they going to have to advise in the future?

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How do know if the training has made a positive
difference for the student?

• Noel Levitz SSI
• CCSSEE
• Student Success designed their own Advisor Survey
  Instrument on our advising outcomes
• Process piloted on one of the campuses
• Deans compile a list of students and inform them
  that someone may or may not be calling them
• Send a list every Friday until we reach 200
  students from each campus, total 1,000
• Hired a research firm to call students, 36,000,
  Strategic Imitative

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On going assessment

• NACADA Model
• Start with the end in mind.
• Part I. Purpose
• Part II. Values, Mission, Goals, Outcomes
• Part III. Collection of Data, Setting Performance
  Expectation, Outcomes
• Part IV. Sharing and Acting on Results (putting
  it all together)

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SUGGESTION

• Be PERSISENT
• Research
• Decide on College wide, student success and
  advising goals and objectives
• Outcomes
• Do needs survey
• Recommendations for implementation of strategies
  to meet goals, objectives and outcomes
• Develop action plan- timelines, timelines,
  timelines
• Buy in
• Funding
• Be FLEXIBLE
• Be PERSISENT

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Thanks!

• We needed that.
• PowerPoint
• www.fccj.edu/resources/ssprofdev/