Welcome to
Enrollment Training
for Site Directors & Staff
Anne Penny Valentine
Vice President for Student Experience
& Customer Service
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Getting the most out of this training
1)
2)
3)
4)
Ask questions
Offer suggestions
Share success & obstacles
Make connections
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What is the Student
Experience where
you are?
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Our Perspective
What do we want out of this
training?
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How did we get here?
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Trends We Were Seeing
 Unnecessary complexity
 New generation of learners and expectations of an
online experience
 Substantial growth over the past few years
 Retention and completion challenges
 Change to state funding model/Budget challenges
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Multiple Offices
Various Learners
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Financial Aid
Bursar
Admissions
Multiple offices
and multiple
points of entry
Orientation
Registration
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Online
Financial Aid
Bursar
Hybrid
Admissions
Traditional
Orientation
Registration
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Our Perspective
We simply weren’t able to keep up
with the volume on the phone or in
person
We lacked consistency across
campuses
Conversion and Retention Rates
could suffer as a result
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Our Students’
Perspective
New students were looking for
answers and direction quickly; Current
students a consistent process
Both expected a high level of
customer service
In the end, students might simply find
it easier to leave than to stay
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The Shift to Higher Student
Expectations is Widespread
•
•
•
•
Service
Immediacy
Personalization
Connection
78%
of students cited the lack
of these as reasons for
dropping out
Source: Pew Research
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We Knew We Needed to do Something
 Provide a consistent experience to students
 Enable access to information at a faster pace, during more
hours of the day
 Engage students who expressed interest in Ivy Tech and
support them throughout the enrollment process
 Address retention through proactive measures
 Reallocate staff resources to focus on unique student needs
and more strategic tasks
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Management Practices Utilized
Process Review
 Ivy Tech established methodology for process
improvement - has been deployed for 20 projects
college-wide (regional and system wide levels)
 One Stop was our largest process improvement effort to
date.
 Involved 25 Central Office staff and 70 Regional Staff
members.
 Utilized our methodology to review several student
enrollment areas.
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Management Practices Utilized
Best Practices Research
• Iowa Western Community College Site
Subtitle
Visit
• Northern Virginia Community College
(NOVA) Site Visit
• University of San Diego Site Visit
• Florida Keys Community College
• University
ClickoftoMinnesota
edit Master subtitle style
• George Washington University
• Gateway Community College
• Phoenix College
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Management Practices Utilized
Best Practices Research
Subtitle
Click to edit Master subtitle style
CHANGING LIVES
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Management Practices Utilized
Best Practices Research
Subtitle
Click to edit Master subtitle style
CHANGING LIVES
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Management Practices Utilized
Best Practices Research
Subtitle
Click to edit Master subtitle style
CHANGING LIVES
MAKING INDIANA GREAT
Management Practices Utilized
Best Practices Research
Subtitle
Click to edit Master subtitle style
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Goals and Objectives
 Improve student satisfaction:
 One central location for questions from prospects and
students about application, admittance, orientation,
intake assessment, registration, financial aid, student
accounts and success, etc.
 Educate students about various department functions.
 Effectively enroll and transition students into the Ivy Tech
community.
 Reduce wait times and minimize frustration.
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Goals and Objectives
 Allow staff to focus on the top priorities thus
increasing staff satisfaction.
 Increase retention and success of students.
 Increase student enrollment.
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Phone:
888-IVY-LINE
In person:
One Stop
Online:
www.ivytech.edu
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3 Buckets of Customer Service
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People (Staffing)
 One Stop Director
 Student Services Professional
 Information Center Receptionist
 Financial Aid Specialist
 Registration Specialist
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People (Training)
 One Stop Institute
Express Enrollment Center Directors
 Student Services Professionals
 Information Center Receptionists
Cross Training in functional areas
Specific customer service training
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Place
(Facility)
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Process (Included/Excluded Functional Areas)
Included
Excluded
Admissions/Application
Academic Advising
Assessment (co-located but
functionally separate)
Admissions Advising/Recruiting
Cashier Function
Bursar Back-end Operations
Financial Aid
Career Services
Orientation
Disability Services
Registration
Student Life
Veterans Affairs
Decided by key stakeholders from CO and the Regions
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Process (Job duties specific to SSP)
Included in One-Stop SSP Duties
Prospect
Admissions (but not recruiting)
Admit
Orientation
Provide information on how to schedule with an advisor
Registration
Financial Aid
Bursar (Providing bursar related information to both credit and non-credit
students,
i.e. advise on 1098T, collection and scanning of documents, etc. )
Provide information on Career Services
Student Success (Providing information to students related to the following
areas of the college)
• Library
• Tutoring
• Student Life, i.e. Org Sync
• TRIO
• Personal learning assessments (PLA)
• High stakes and outcome assessments
• Describing the SAP process and providing the appeal forms
Veterans Affairs
Excluded
Academic Advising
Disability Support Services
Make up assessments
SAP appeal approvals
Loan certifications
Financial Aid verifications
Bursar linking
Bursar cash/check receipt
Bursar refund process
Student Success
• Early Alert
• 3-Peat
• Probation
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Recruiting/Admissions Advising
Measuring Success:
Student Data
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Student Visit Data
Ivy Appointment
Average
Wait
(minutes)
Average
Advising
(minutes)
Students Students
Per Day Total
16
38
497
14
52
1201
12
22
459
Month
July
August
September
Campus
Columbus
Columbus
Columbus
July
August
September
Fort Wayne
Fort Wayne
Fort Wayne
7
10
5
10
10
8
144
223
118
3022
5138
2478
July
August
September
Indianapolis
Indianapolis
Indianapolis
17
27
14
7
8
6
135
186
144
3503
4646
3607
July
August
September
Lafayette
Lafayette
Lafayette
6
8
2
11
8
7
80
160
81
1845
3669
1786
6
5
4
Measuring Success:
Student Surveys
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What does that mean for
you?
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An immediate, personalized, and
connected level of service
Reinventing the student
experience
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Enrollment Training
• Ensure consistency statewide
• Provide staff more tools to assist
students
• Improve customer service
• Discover additional opportunities for
improving the student experience
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Site Directors Survey
All 29 directors completed survey
Greatest need from students? Academic Affairs
(advising, course selection, faculty advising)
Area you aren’t comfortable in assisting students:
Student accounts
Area you want more information: Financial aid
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Site Directors Enrollment Training
Monday
9 am - 10 am
10 am - 11 am
Overview
11 am - noon
SIMS
Noon - 1 pm
1 pm - 2 pm
LUNCH
Tuesday
Wednesday
Financial Aid
Academic Advising
LUNCH
LUNCH
Financial Aid
Student Accounts
2 pm - 3 pm
3 pm - 4 pm
4 pm - 5 pm
Admissions (including testing)
Registration
Customer Service
5 pm - 6 pm
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SIMS
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