Student Development Division Annual Program Review Update 2012/13
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Section 1 - Program Information
1.0 Name of Program: Enrollment Services (Admissions & Records, Financial Aid/Scholarships, Veterans)
1.1 Program Review Authors:
Date: 10/18/12
1.2 Program Director Signature:
Anna Duffy, Kathy Goodlive, Crystal Morse, Tiffany Schmitcke, Tracey Thomas, Lynn Thiesen,
Lynn Thiesen
Date: 10/19/12
1.3 Vice President Signature:
Keith Snow-Flamer, Ph.D.
Date:
1.4 Program mission: Enrollment Services support students in their efforts to achieve their educational goals by providing
professional, efficient, and high quality services that promote student success.
1.4.1 State briefly how the program mission supports the college mission: Enrollment Services supports the college mission of
putting students first in ensuring our services promote student success.
1.4.2 Program goals:
Ensure student success and meet the needs of learners by:
1. Maintaining/increasing Fiscal and Operational stability (increase efficiencies and cost savings).
2. Utilizing current and emerging technologies.
3. Continually assessing student learning and institutional performance and practices.
1.4.3 Describe how the program goals support institutional planning and goals (Strategic Plan, Education Master Plan,
Enrollment Management Plan, etc.):
The program goals support the following institutional goals:
Strategic Plan:
Goal 1 Focus on Learners: Developmental, Career Technical & Transfer Education / College of the Redwoods will employ programs,
services, and organizational structures to meet the needs of learners and ensure student success.
1/2/201310/18/2012 Page 1 Goal 3 Fiscal & Operational Sustainability / College of the Redwoods will pursue strategies that lead to fiscal and operational
sustainability.
Goal 4 Technological Relevance / College of the Redwoods will develop infrastructure, adopt best practices, and conduct data
analysis to utilize current and emerging technologies to support the learning environment and enhance institutional effectiveness.
Education Master Plan:
Goal 1 Ensure Student Success | College of the Redwoods will employ programs, services, and organizational structures to meet the
needs of learners and ensure student success.
Goal 3 Practice Continuous Quality improvement | College of the Redwoods will continually assess student learning and institutional
performance and practices to improve upon the programs and services we offer.
Goal 4 Maintain Technological Relevance | College of the Redwoods will support the learning environment through appropriate
technology and facilities.
Section 2 - Data Analysis
2.0 Program Staffing/Budget Data and Indicators
(Past years)
Provide information to show changes over time (steady, increasing, decreasing, etc.). Insert additional rows as needed for your key
performance indicators (KPI’s), such as program services, functions, student contacts, etc.
2010/11
2011/12
Observations (steady/increasing/decreasing)
2.1 Staffing/Budget
FTE Faculty and Staff
17 FTE
16.83 FTE
Includes A&R Eureka staff only, FA staff districtwide & Veterans staff
FTE Additional Workforce
1.0
1.6
.6 due to disability FT permanent staff
Personnel (Dollars)
453,970 includes 675,357GF/309,419BFAP Includes all benefits, BFAP = categorical funds
GF & BFAP
Discretionary (Dollars)
52,986 includes 14,468GF / 60,431BFAP Includes one-time previous year carry- over of BFAP
GF & BFAP
$50,000
2.2 Program Indicators
Degrees and Certificates
Degrees - 539
Degrees – 467 (75
1/2/201310/18/2012 Only one evaluator in Admissions and Records for the
Page 2 Processed
Number of College of the
Redwoods applications
processed
Incoming transcripts
Outgoing transcripts
Revenue Generated
Number of FAFSA
applications received
Number of students
receiving financial aid*
Total financial aid dollars
awarded*
Current official Default
Rate (latest available)
Number of Board of
Governor's fee waivers*
Veterans certifications
processed
Scholarships awarded
(55 denied)
Certificates 241 (32 denied)
7,356
denied)
Certificates – 175 (26
denied)
6,882
1,357
8,114
$32,421
1,330
7,743
$30,972
8160
7984
5341
Should this have an
asterisk?*
*
18,249,619
19.8 (from 2009) 21.1 (2010 2 year rate)
5745
*
224
267
490
597
district.
Transcript fees. Moving to Credentials Solutions near
end of fall 2012.
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2009 three-year rate 28.6; the three-year rate will
soon be required to be the official rate
*2010/11 data in these areas was from Chancellor’s Office DataMart; 2011/12 data is not yet available at
this time.
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2.3 Describe how these changes affect students and/or the program:
2.4 Provide any other relevant information, or recent changes, that affect the program: The ability to perform all enrollment
services financial aid activities requires adequate IT support as well as regular and timely system upgrades (i.e. patches, etc.).
1/2/201310/18/2012 Page 3 Formatted: Font: Not Bold
Without adequate IT support all Enrollment Services areasThe Financial Aid Office are un is not able to meet student needs and the
program indicators listed in 2.2 can be negatively impacted without this support. This applies to MIS submissions and Business
Office processes as well.Do you mean “without adequate IT support….the FA Office is not able….”
In August of 2012 we reorganized the Financial Aid and Admissions & Records into one department: Enrollment Services. This
reorganization saved the district money and allows for more cross-training by reclassifying many positions to Student Services
Specialists (rather than specific Admissions or Financial Aid specialists). We are still evaluating will be assessing the change and
how to ensure the reorganization can better assist in meeting student, and department and district needs.
Section 3 –Critical Reflection of Assessment Activities
3.0 Student Learning Outcomes & Program Outcomes Assessed in the Current Cycle
(2011/2012)
Financial Aid Outcomes:
1. Students will utilize web advisor and CR email to access forms, deadlines and other documents required for financial aid
eligibility determination.
2. Students will list their TOTAL prior loan debt amount on the 2011-2012 loan application and will have a better understanding
of how much debt they are accumulating and may decide to reduce amounts requested on loans.
3. Students will have a better understanding of their disbursement information because they will receive email notifications
regarding disbursements and electronic transfer of funds.
4. Students receiving veteran educational benefits will be able to identify and fulfill program requirements.
Admissions & Records Outcomes:
1. Students will utilize the website to submit “AB540” and “First Two Transcripts Free” forms.
2. Students will demonstrate an understanding of the negative impact of withdrawing from a class with regard to financial aid and
repeatability rules.
3. Provide electronic access to transcripts for academic advising with document imaging.
4. Students will be knowledgeable about how to use Web Advisor to add a class for which they are waitlisted.
3.1 Summarize the conclusions drawn from the data and the experience of staff working to achieve the outcomes:
Financial Aid:
1. Virtually all communication with financial aid students for the 2011 academic year was through email and web advisor. There was
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a savings of over $6300 when comparing the 2010 and 2011 fiscal year’s postage and printing costs in the financial aid budget.
2. The average loan amounts borrowed per student did not change a significant amount from 2010-2011 to 2011-2012. There was an
increase in the 2 year Cohort Default Rate from 18.3% to 19.8%, which highlighted the need for increased efforts in loan default
prevention.
3. Higher One data show that 96% of active users chose an electronic method receiving their refunds. We have made a successful
transition to electronic transfer of funds. The SLO has been met.
4. Veteran orientations were not well attended, as only 2.2% of students who were certified for benefits attended an orientation (4 out
of 182), so it appears that the orientation format does not work well for our students.
Admissions & Records:
1. eForms are still in development and have been revised significantly over the past six months. The “First Two Transcripts Free”
form will no longer be required as we are moving to Credentials Solutions for transcript ordering and they will be tracking that data
for us. The “AB540” form and seven other forms are in the testing phase and we hope to have those forms available for students
during the coming year.
2. . 2011S compared to 2012S showed no change in the overall number of “W” grades. A & R will not have 2012F withdrawal data
until 2013S. We hope to see a 5% decrease in the number of “W” grades
3. All transcripts have been imaged. . There are 9,717 official transcripts imaged in Softdocs and available for advisor/counselor use.
By November, 2012, we will have all the microfiche student records (approximately 25,000) imaged and imported into Softdocs. This
will include CR transcripts that were only in this format and not in our student information system which will offer a huge
improvement in service to advisors and students. This goal will then be complete.
4. IR data show that district-wide online registration remains about 80% for fall classes and 76% for spring classes with a 3%
decrease in online registrations occurring in 2011-2012. This may be due to having fewer classes offered and therefore fewer students
on waitlists. Goal is complete. With pre-requisite issues, dismissal issues, special population issues, course conflict issues, etc., this
is an acceptable completion of this goal.
3.2 Summarize how assessments have led to improvement in Student Learning and Service Area Outcomes:
Financial Aid/Veterans:
1. By using email and web advisor to communicate with students rather than mailing letters/forms our paper and postage costs were
1/2/201310/18/2012 Page 5 significantly decreased. Some students still came into the office to request paper copies of forms, but that number should decrease as
students become comfortable with accessing the forms electronically on their own.
2. A new permanent position was developed and staffed in November 2011 to focus on financial literacy and loan default prevention.
Based on best practices, a new loan application process was developed for 2012-13 as well as a draft for a default management plan.
3. The transition from paper checks to electronic transfer of funds and the email that is sent to the student at the time of disbursement
provides efficient and immediate communication with students regarding amounts and timing of disbursements.
We opened a Veteran Resource Center on campus in Summer 2012 to provide students with more one-on-one guidance (in addition to
workshops) to help them identify and fulfill their program requirements. The Veteran Resource Center will provide a sense of
community and enhanced support for the student-veteran population. The Veterans Educational Specialist position was increased to a
full-time position as the .5 position was not sufficient to handle all the workload. Also, in September 2012, additional .5 temporary
staff member was hired and the number of veteran student workers was increased.
Admissions & Records:
1. eForms are still in development and testing continues but limited personnel resources are inhibiting faster implementation.
Continue SLO to next year.
2. Continue SLO to next year and continue to collect data to analyze trend. No decrease in “W”s discovered as of yet.
3. A & R’s business practice has been revised to image incoming transcripts at least two times each week and with microfiche records
being available for viewing, our students and advisors more quickly served.
4. Continue SLO to next year and continue to collect data to analyze trend even though goal is complete. If the trend data shows less
online registration activity after classes begin, then SLO may need to be reactivated.
3.3 (Optional) Describe unusual assessment findings/observations that may require further research or institutional support:
Financial Aid:
1. Continue to develop more comprehensive website, which will provide students more access to financial aid, veterans and
scholarship information; implement Document Imaging.
2. We need to continue to research and implement best practices for loan default prevention.
a. Continue to improve delivery of loan entrance and exit counseling; improve relationships with loan servicers; improve financial
literacy of students. Consider zero unit online course(s) on financial literacy. We considered the development of zero unit courses
1/2/201310/18/2012 Page 6 in 2011-12 and it was determined that course development was not feasible and too time intensive for our existing FA resources.
However we discovered through research of best practices during 2011-12 that USA Fund provides a free web-based financial
literacy program. Therefore, for the 2012-13 year we are implementing these lessons in the Direct Loan Application process for
2012-13)
b. Implement USA Funds Life Skills a web-based financial literacy program which assesses student knowledge with regard to
borrowing through completion of lessons.
c. We also must continue to monitor changes in the two-year and three-year cohort loan default rates to see if they are increasing or
decreasing. It takes several years after default prevention measures are put into place before an impact is made on the two-year cohort
default rate. The cohort default rate (CDR) is the percentage of a school's borrowers who enter repayment in a given fiscal year and
then default by the end of the next one to two fiscal years. Official CDRs have previously been measured on a 2-year basis only;
however, that measure is in the process of being phased out in favor of a 3-year calculation, which became the definitive measure
beginning with the fiscal year (FY) 2009 CDR (published in September 2012). Investigate feasibility of engaging in a cooperative
agreement between College of the Redwoods and USAFunds United States Aid Funds, Inc. Endowment for Student Success Grant
to assist students and the college in areas of debt management, default prevention and financial literacy.
3. N/A
4. N/A
Admissions & Records:
1. A project manager from the Information Technology Services staff has been assigned to the eForms module of Softdocs and this
should begin the momentum that this project needs. Implementation of Softdocs is as big of a project as the Colleague/Ellucian
software and needed this action. Information Technology Services is crucial to successful implementation
2. Analyzing IR withdrawal data with a subcommittee of Enrollment Management will give us further insight into at-risk courses or
delivery modes.
3. As eForms are implemented, staff training time will have to be set aside to review and revise business practices with regard to
processing electronic documents.
4. If the trend data shows less online registration activity after classes begin, then SLO may need to be reactivated.
1/2/201310/18/2012 Page 7 Section – 4 Evaluation of Previous Plans
4.1 Describe plans/actions identified in the past program reviews and their current status. What measurable outcomes were
achieved due to actions completed.
Actions
Current Status
Outcomes
Hire a Veterans Educational
Specialist (full time permanent
position)
Completed
Went from .5 permanent position to
1 permanent position for the
veterans program
Switch from paper check
disbursements to using Higher One
for disbursing refunds electronically
to students
Completed
96% of active users chose an
electronic method for receiving their
refunds
Switch from paper letters/forms
mailed to students to sending emails
with links to electronic PDF versions
of forms
Completed
Total savings of $6,300.00 in
printing/postage costs for the 201112 academic year when compared to
2010-11. Returned mail due to
addresses issues no longer a
problem.
Hire a permanent position to focus on
loan default prevention and financial
literacy
Completed
Went from 0 permanent staff to
focus on loan issues to 1 permanent
staff member
Image and index all “other college”
transcripts.
Completed
Image and index all “other college”
transcripts.
4.2 (If applicable) Describe how funds provided in support of the plan(s) contributed to program improvement:
Section – 5 Planning
1/2/201310/18/2012 Page 8 5.0 Plan for Future Improvements
(2012/2013)
Based on institutional plans, data analysis, student learning outcomes, program outcomes, the assessment of those outcomes, and your
critical reflections, describe the program’s Action Plan for the 2012/13 academic year. If more than one plan, add rows. Include
necessary resources. (Only a list of resources is needed here. Provide detailed line item budgets, timelines, supporting data or other
justifications in the Resource Request).
(link to two year assessment plan)
5.1 Program Plans
Action to be taken:
Continue work on Softdocs eForms:
 Test 8 eForms
 Train staff on new workflow
 Create tutorial document
 Place forms into “live”
environment
 Teach students how to use
eForms
 Identify main forms used by
Enrollment Services
 Target at least 50% to translate
to eForms
 Develop selected eForms
 Test new group of eForms
 Train staff on workflow
 Place forms into “live”
environment
 Teach students how to use new
group of eForms
Relationship to
Institutional Plans
Relationship to
Assessment
Education Master Plan
– Ensure Student
Success, Goal 1
12-14 Assessment
plan, SLO #1
Expected Impact on
Student Learning or
Service Area Outcomes
Make eForms available
which will provide more
efficient processing of
those forms
Education Master Plan
– Maintain
Technological
Relevance, Goal 4
Resources
Needed
IT staff time and
expertise to
develop/test/main
tain forms
IT may need to
purchase more
licenses as we
add users to allow
capability to view
and process
eForms after
submission
Strategic Plan –
Maintain
Technological
Relevance, Goal 4
IT to ensure
adequate
hardware to store
ever increasing
amount of data
Strategic Plan - Fiscal
and Operational
Sustainability, Goal 3
Staff
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Improve Financial Literacy skills of
potential student borrowers:
 Compile master list of student
scores by lesson type
 Determine number of students
who scored at least 80% for
each of the lesson types
 Determine average score for
each lesson type
 Develop and offer workshops
based on identified student
needs with regard to financial
literacy
Continue to educate students of the
negative impact of withdrawing from a
class:
 Identify courses with the
highest number of “W”s and
organize an Enrollment
Management subcommittee to
analyze the withdrawal data
and identify at-risk courses and
Education Master Plan
– Ensure Student
Success, Goal 1
12-14 Assessment
plan, SLO #2
Assist the college in
developing methods to
improve student
understanding of critical
financial literacy skills.
Identify and target
interventions to areas
where students have
limited understanding or
knowledge of basic
financial literacy skills.
12-14 Assessment
plan, SLO #3
Continued education
efforts will improve
student understanding of
the negative impact of
withdrawals.
Strategic Plan – Focus
on Learners, Goal 1;
Fiscal and Operational
Sustainability, Goal 3
Education Master Plan
– Ensure Student
Success, Goal 1
Strategic Plan – Focus
on Learners, Goal 1
Development
time for
development /
training.
Dedicated
Computer lab
access for staff
training and
teaching students
how to utilize
eForms.
Computer lab
access for
workshops
IR assistance in
identifying
courses with the
greatest number
of “W”s
EMC support
1/2/201310/18/2012 Page 10 / or delivery modes.
5.2 Provide any additional information, brief definitions, descriptions, comments, or explanations, if necessary.
A dedicated computer lab in a location easily accessible to all student service areas that could be used for all student service areas to
educate students about how to utilize the various online services is imperative if we are to continue to move toward more self-directed
learners.
Section 6 - Resource Requests
6.0 Planning Related, Operational, and Personnel Resource Requests. Requests must be submitted with rationale, plan linkage
and estimated costs.
Request
Check One
Amount Recurring
Rationale
$
Cost Y/N
Linkage
Planning
Operational Personnel
Evaluator
x
1/2/201310/18/2012 $55,832
Page 11 y
As the statewide Student Success Task Force requirement that all students have a student education plan are implemented, up‐
front evaluations are even more of a necessity. Students need to be aware of how their prior coursework fits into their academic plan; this will enable them to complete their certificate/degree in a more timely and efficient manner. This will also assist in ensuring that students do not ‘waste time’ taking unnecessary Formatted: Space After: 0 pt, Line spacing:
single
coursework and running out of financial aid funding prior to completion of their academic goals. This request supports Education Master Plan Goal 1, Objective 1.2 “Improve support for students” and the Shared SLO: As a result of an academic advising session and collaborative development of a Student Educational Plan, students will demonstrate an understanding of the components of a degree/certificate program necessary to reach their educational goal. While the evaluator position does not complete the SEP with students; ensuring that all the incoming transcripts are evaluated promptly and updating course equivalencies will help ensure that this SLO is 1/2/201310/18/2012 Page 12 met.
An additional
Transcript Evaluator
will allow “up-front”
evaluation of othercollege
transcripts. This
would enable FA
recipients to have a
more accurate count of
prior units applied
toward their current
program; the additional
evaluator’s duties would
encompass creating
course equivalencies as
well as documenting an
annual review of already
existing standard course
equivalencies; Up-front”
evaluation of incoming
college transcripts will
alleviate the timeconsuming Advisor task
of evaluating transcripts
manually for
prerequisites and
program
evaluation/completion;
Additional evaluator
would assist in
degree/certificate
completions and athletic
eligibility as well as
assist in degree audit/e-
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Advising
implementation. 1. A
second transcript
evaluator
Reason: An additional
Transcript Evaluator will
allow “up-front”
evaluation of othercollege transcripts.
1. An additional
evaluator’s duties would
encompass creating
course equivalencies as
well as documenting an
annual review of already
existing course
equivalencies;
2. “Up-front” evaluation
of all incoming
transcripts is the norm,
College of the
Redwoods is limiting
student achievement of
goals by neglecting this
very important service
for students;
3. “Up-front” evaluation
of all incoming college
transcripts will alleviate
the time-consuming
Advisor task of
evaluating transcripts
manually for
prerequisites;
4. Program
1/2/201310/18/2012 Page 14 evaluation/completion
can be accessed by
Advisors/Counselors, as
well as by the student
using WebAdvisor when
all incoming college
transcripts are evaluated
promptly.
All the above would
assist in student
retention and success.
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Student Services Specialist
x
$44,000
$12,174
Y
Request
reduced to
15
hours/week
A Student Services Specialist I position is needed to replace Marcia Williams, Student Services Specialist III, who is retiring at the end of December, 2012 Supports SP 1.4
(Enhance student
support and student
engagement). Supports EMP 1.2 & 1.6 (Improve
support for students &
Improve success among
underrepresented
populations) Retirement of SSSIII
at CRMC in
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Veterans Assistant
x
1/2/201310/18/2012 $44,000
Page 16 y
December 2012 will
create additional
workload on EKA
staff as the current
staff member has
years of experience
and is able to assist
with higher level
issues. Staff to assist
CRMC students is also
needed.
One permanent staff member is not adequate to staff the VRC and provide student‐veterans with timely service nor does it allow for a safe environment. The VA itself takes weeks to process student payments, so it is imperative that we process the certification paperwork in a timely manner to ensure student‐
veterans have the resources required to begin and attend school. The SSSI would assist the student‐
veterans with initial application requirements, answer phones/emails, and assist students at the VRC computes. The request supports Education Master Plan Goal 1, Objective 1.2 “Improve support for students” and the Shared SLO: As a result of an academic advising session and collaborative development of a Student Educational Plan, students will demonstrate an understanding of the components of a degree/certificate program necessary to reach their educational goal.
One permanent staff
member is not
adequate to staff the
VRC and provide
student-veterans with
timely services nor
does it allow for a safe
environment
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Dedicated computer lab/computers are
purchased, need identified space in new
SS Bldg.
x
Space
upkeep
only
Section 7- PRC Response
7.0 (The response will be forwarded to the author and the supervising Director and Vice President)
PRC:
1/2/201310/18/2012 Page 18 Would allow for staff
from various offices to
easily rotate and train
students on online
processes
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