From Many Stops To One:
An Enrollment Services Model
That Contributes to Student
Learning
JUNE 11, 2012
PRESENTERS
Yira Brimage
Vice President, Student Affairs
Phoenix College
Daniel R. Herbst
Dean, Student Affairs
Chandler-Gilbert Community College
TODAY’S TOPICS
• 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
“What is best for
students?”
OVERVIEW OF
ENROLLMENT
SERVICES
HOW THE ONE STOP
ENROLLMENT
SERVICES
CONTRIBUTES TO
THE LEARNING
COLLEGE
• Responsibility
• Collaboration
• Communication
• Evaluation
HISTORIC
Faculty
Academic Advising
Welcome Center
Admissions
Testing
Financial Aid
Student Success Model
EXAMPLE OF CURRENT
STUDENT PROCESS
100 Students
Intake
Desk
5
MALL MODEL
Disability
Resource
Center
Financial Aid
Testing
HUB MODEL
.
DISCUSSION: WHERE IS YOUR
COLLEGE AND WHERE ARE YOU IN
THE TRANSFORMATION PROCESS?
“Do what you can, from where you are,
with what you have got.”
-M. Dooley
PROCESS MODEL
 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?
QQS
Quantity
Quality
Spirit of Service
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.
QQS: QUALITY
• For each task in each level
determine the breadth of
information needed to be able
to provide services to students
QQS: SPIRIT OF SERVICE
• 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.
Building one team
CROSS TRAINING, CROSS
TRAINING, AND CROSS TRAINING
 People Skills
 Technical Skills
 Team Building Skills
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.
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.
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
• Phoenix College Process Model Flow
• Welcome Center: Meets students needs
Educational
Planning
Enrollment
EXIT
Self
Service
Welcome
Center
EXIT
Self
Service
• Phoenix College Process Model Flow
• Self-Serve: Meets student’s needs
Educational
Planning
Enrollment
Welcome
Center
Self
Service
Self
Service
• Phoenix College Process Model Flow
• Enrollment: Meets student’s needs
Educational
Planning
Enrollment
Welcome
Center
Self
Service
Self
Service
• Phoenix College Process Model Flow
• Educational Planning:
– Meets student’s needs
Educational
Planning
Enrollment
Welcome
Center
Self
Service
Self
Service
birdseye overview
FRONT LOBBYMCC- BLUE RIVER
1
2
MCC-Blue River
MCCBLUE
RIVER
4
process
1
2/3
100
Students
come to
Enrollment
Services
Phoenix
College
MCC-Blue
River
Students
Served
Students
Served
Welcome
Center
25
Self-Serve
10
Enrollment
25
Educational
Planning
40
Zone 1
50
Zone 2
and 3
25
Zone 4
25
• We cannot solve
our problems with
the same thinking
used to create
them.
• -A. Einstein
QUESTIONS?
QUESTIONS, SUGGESTIONS OR REQUEST
FOR MATERIALS:
• Please email:
• Yira.Brimage@phoenixcollege.edu
• Daniel.Herbst@cgcmail.maricopa.edu