Program Development Plan
Program:
OneStop (OS)
Student Success
Department:
Date:
9/11/2013
Strengths: OS …
 office has the resources (equipment/software) for staff to meet their responsibilities
 staff seek professional development opportunities despite budget constraints
 staff are involved in professional organizations and routinely present at conferences
 staff are commended for the quality and quantity of work they produce in an extremely busy office
 has earned the respect of divisions and units across campus
 staff support colleagues within the office and offer assistance to those outside of OIPE
Recommendations
P
H/M/L
Strategic Action
Resources
needed
C/R/N
Costs
Person(s)
Responsible
Date of
Review
Shared recommendations
1. Determinewhattypeofmetrics
unitmightbeabletoaccessand
leverageforimprovementofthe
organization. (p. 6)
H/M/L – High/Medium/Low
C/R/N – Current/Reallocated/New
OneStop
Work with Office of Assessment
to identify metrics
13-14
1
Academic Affairs
Program Development Plan
Recommendations
P
H/M/L
2. Determinethebestmeansand
timingtogatherdatatodetermine
levelofsatisfactionintheservice
beingprovidedandtobetter
understandcustomer
expectations.Considersuch
methodsasanemailsurvey,focus
group,and/orpoint‐of‐service
commentcards,includingsome
qualitativeinquirymethodology
togatherfeedbackandideasfrom
thestudentcustomersonthe
servicesbeingprovidedandhow
theneedsofstudentsarebeing
met. (pp. 6-7)
3. Createanonlineknowledgebase
ofinformationforstudentsto
answertheirownquestions
(therebyreducingthenumberof
contactstoOneStopandcreating
moreefficiencies),whichcanalso
beusedbystaffanintranetfor
findingprocedures/policieseasily
astheyinteractwithstudentsto
ensureappropriate
procedures/policiesarefollowed.
Strategic Action
Resources
needed
C/R/N
Costs
Person(s)
Responsible
Date of
Review
Identify academic programs that
can assist with design and
implementation with OneStop
evaluation (Robert Crow)
Mike, Larry,
Lowell
Sp 14
Develop and ongoing assessment
process
Mike, Larry
Sp 14
(design)
Implement
F 14
Work with Web Services to
redesign existing OneStop web
page to provide better services
online
Mike,Web
Services
April 14
Look into use of product such as
IntelliResponse
(p. 7)
H/M/L – High/Medium/Low
C/R/N – Current/Reallocated/New
OneStop
2
Academic Affairs
Program Development Plan
Recommendations
P
H/M/L
4. Createaformaltraining
curriculum,onboardingprocess,
andtrainingassessmentsforany
newstaffemployeestoensure
theyaretrainedaccuratelybefore
theyareallowedtoworkwith
studentdirectlyandtoensure
theyarepreparedtogiveaccurate
information. (p. 7)
5. Openupaccessforstudent
workersabitmoresotheycan
helpwithsimplestudentrecord
informationrequestssuchas
accountbalance,
certification/transcriptrequests,
etc.sotheydon’tneedtointerrupt
otherOneStopstaffwhiletheyare
helpingstudentsanddon’tneedto
bethe“messenger”or
“informationrelay”between
studentsandotherOneStopstaff.
Strategic Action
Resources
needed
C/R/N
Costs
Person(s)
Responsible
Date of
Review
Create policy and procedures
manual for staff for each position
F 13
Identify areas for extending
services and access to student
information resources as needed
to OneStop.
Fall 2013
(p. 7)
H/M/L – High/Medium/Low
C/R/N – Current/Reallocated/New
OneStop
3
Academic Affairs
Program Development Plan
Recommendations
P
H/M/L
6. Openupaccessforexisting
Strategic Action
7. Morefrequentinformal
Conduct 6 month review of each
staff
8. Professionaldevelopment
Explore membership in ??? and
identify appropriate professional
development opportunities for
staff
performanceanalysisshouldbe
doneonaregularbasis(i.e.,
monthly,semesterly)wherethe
OneStopmanagerandthe
individualstaffpersonmeetto
discussindividualperformance
development,issues,and
concerns. (p. 7)
opportunitiesshouldbeidentified
forOneStopmanagementandstaff
andabudgetshouldbecreatedfor
thispurpose. (p. 7-8)
(relatedtofinancialaid,student
accounts,andregistrar)canbe
funneledintoOneStop. (p. 8)
H/M/L – High/Medium/Low
C/R/N – Current/Reallocated/New
OneStop
C/R/N
Costs
Person(s)
Responsible
Identify areas for extending
services and access to student
information resources as needed
to OneStop.
OneStopstafftoinformation
withinBannerthattheyneedto
solveproblemsandfix
information,suchasresidential
livingandfinancialaid
information. (p. 7)
9. Analyzehowallstudentquestions
Resources
needed
L
Work with units in Killian Annex
to send students back to OneStop
as necessary
Date of
Review
Fall 2013
Larry, Mike
N/R (work
with
Student
success to
identify
funds)
Ongoing
13-14
Ongoing
4
Academic Affairs
Program Development Plan
Recommendations
P
H/M/L
10. Determinewhatimmediate
improvementscanbemadetothe
phonequeuesysteminthevery
shorttermbeforethebusyfall
seasonandthenanalyzeifthere
arelongtermimprovementsthat
canbemadeinthephoneaswell
astheonlineself‐services. (p. 8)
Strategic Action
Currently making modifications
Resources
needed
C/R/N
Costs
Person(s)
Responsible
Mike
Date of
Review
F 13
Add music on hold
11. Contacttheinstitution’sgeneral
F 13
counseltodeterminehowto
remaincompliant,butallowa
seamlessmethodofreleasing
informationtostudentsdirectly.
Authenticationofthestudent’s
identityonthephoneshouldalso
beinalignmentwith
authenticationofstudent’s
identityforwalk‐inservice. (p. 8)
H/M/L – High/Medium/Low
C/R/N – Current/Reallocated/New
OneStop
5
Academic Affairs
Program Development Plan
Recommendations
P
H/M/L
Strategic Action
12. Analyzethetoolsavailableto
OneStop
C/R/N
Costs
Person(s)
Responsible
Larry, Mike
provideautomatingtheintakeand
processingofcommonstudent
forms,aswellascreatingdigital
imagesofforms/documents,and
implementinganautomated
workflowsystemwithinthe
OneStop,financialaid,andstudent
recordsofficesandimplementthis
typeofefficiencyprocess
relativelysoon. (pp. 8-9)
H/M/L – High/Medium/Low
C/R/N – Current/Reallocated/New
Resources
needed
Date of
Review
Ongoing;
May 14
6
Academic Affairs