Student Development Division Annual Program Review Update 2013/14 Section 1 ‐ Program Information 1.0 Name of Program: Enrollment Services (Admissions & Records, Financial Aid, Scholarships, Veterans, CalWORKS) 1.1 Program Review Authors: Lynn Thiesen, Anna Duffy, Kathy Goodlive, Crystal Morse, Tory Eagles , Barb Sisto Date: September 26, 2013 1.2 Program Director Signature: Lynn Thiesen
Date: October 31, 2013 1.3 Vice President Signature: Keith Snow-Flamer, Ph.D. Date: November 4, 2013 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 Provide a brief description of the program’s primary function: Provide accurate and timely information to students and process
documents efficiently to ensure student access and success.
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. 2.1 Staffing/Budget 2011/12 2012/13 FTE Faculty and Staff
16.83 FTE
14.00 FTE
FTE Additional Workforce
Personnel (Dollars)
1.6
675,357GF/309,419BFAP
0
521,827GF/
268,195 BFAP
3/12/2014 Observations (steady/increasing/decreasing) Includes A&R Eureka staff only, FA staff
district-wide & Veterans staff
Includes all benefits, BFAP = categorical funds
Includes permanent, temporary and student
Page 1 Discretionary (Dollars)
14,468GF / 60,431BFAP
17,377/
12,875 BFAP
Degrees – 467 (75 denied)
Certificates – 175 (26
denied)
employee costs
DN, KT & Mendo not included here
BFAP in 11/12 included carry-over from
previous year, this was no longer available in
12/13
DN, KT & MC not included here
Other
2.2 Program Indicators
Degrees/Certificates
Processed
Number of applications for
admission processed
Incoming transcripts
Outgoing transcripts
6,882
Degrees – 401 (95
denied)
Certificates – 242 (41
denied)
6,999
1330
7,743
1445
6860
Revenue Generated
$30,972
$46,628
Number of FAFSA
applications received
Average % FA applications
completed at first month of
Fall/Spring terms
10-11: 8,160
11-12: 7,984
10/11: 91%Fall,
96%Spring
11/12: 83%Fall,
95%Spring
10-11: 5,341
11-12: 5,882
10-11: $18,249,619
11-12: $17,430,454
21.1 (2010 2 year rate)
7,757
Number of students receiving
financial aid
Total financial aid dollars
awarded
Current official Default Rate
3/12/2014 Formatted: Space After: 0 pt, Line spacing:
single
78%Fall, 82%Spring
Implementation of Credentials for student
transcript ordering was complete in June, 2013.
Transcript fees and $10,000 CCCCO grant
received to implement electronic transcript
exchange (Credentials). Transcript fee
increased from $5 to $8 in 2012.
Decreased applications reflects decrease in
enrollment
Steadily decreasing
12-13: not available
yet*
12-13: not available
yet*
29.9 2011 3 year rate
Sanctions are now based on 3 year rate vs. the
Page 2 (latest available)
Number of Board of
Governor's fee waivers*
Veterans certifications
processed 16.0 2010 2 year rate
10-11: 5,745
11-12: 5638
267 12-13: not available
yet*
372
Number of Veteran and/or
New indicator for 12-13
Dependent walk-ins
(this does not include students
with appointments)
Scholarships awarded
597 30 per day (average)
4560 per year
605
2 year rate. Sanctions start at 30% (they do not
round-up).
The new Veterans Resource Center (VRC) has
been serving the increase in Veterans
population.
This is an average throughout the term; peak
times show over 60 students using the VRC on
a daily basis.
*2010-2011 & 2011/12 data was from Chancellor’s Office DataMart; 2012/13 data is not yet available Increased processing time for financial aid makes it difficult for students to purchase textbooks, transportation, etc. If funding is not
available at the beginning of the term, it is problematic for students to attend classes and complete homework assignments.
The increase in veteran certifications shows that a higher number of students are receiving veteran benefits to help cover educational
expenses.
2.4 Provide any other relevant information that may have contributed to changes (improvement, increase, decline, barrier) for the population served by the program: Reduced Staffing:
The ability to perform all enrollment services activities requires adequate IT support as well as regular and timely system upgrades (i.e.
patches, etc.). The recent hire of a replacement programmer has helped. In August of 2012 financial aid and admissions & records
were reorganized into one department: Enrollment Services (ES). This reorganization saves the district money and allows for crosstraining by reclassifying many positions to Student Services Specialists (rather than specific Admissions or Financial Aid specialists).
Assessment of this change indicates that ES personnel being cross-trained benefits students by allowing employees to answer both
Admissions and Records and Financial Aid questions. This provides for the “behind the scenes” work of processing enrollment
applications, financial aid files, transcripts, petitions, etc., to be done more efficiently.
3/12/2014 Formatted: Font: 11 pt, Not Italic
Formatted: Font: 11 pt, Not Italic
2.3 Describe how the changes in indicators have impacted student achievement and learning: Formatted: Font: 11 pt, Not Italic
Page 3 Formatted: Font: 11 pt, Not Italic
Retirements at CRMC and KTIS of Student Services Specialists resulted in de-centralization of financial aid file processing. Staff
district-wide are now able to use the document imaging system to complete financial aid processing for all students, rather than special
processing at each site. While students at the branch campuses appreciated the quicker financial aid processing previously available to
them, this has resulted in more equitable processing timelines for all students district-wide.
The addition of the CalWorks program to the Enrollment Services ‘umbrella’ has added increased workload for the Director. The
CalWorks program is funded categorically and has specific requirements for the State; therefore, the needs of this program are being
addressed through this State Program Plan requirements at this time.
2.5 Student Equity. Please comment on any current outcomes or initiatives related to increasing outreach, retention and student success of underrepresented students in your program. The Veterans Resource Center provides services to increase outreach and support student retention and success by participating in
local veterans outreach events (Veterans Stand Down, out-processing for local Coast Guard station, Veterans Resource Day,). The
Veterans Coordinator has presented several staff development activities for staff and faculty to broaden the understanding of issues
facing veterans as they transition from military to civilian life.
Financial Aid Outreach – financial aid staff members participate in events at local high schools (including Hoopa and Del Norte High
School) and provide FAFSA workshops for current and incoming students. Staff participate in Athletic Recruitment Days and other
similar activities. Financial Aid staff at the Del Norte Campus provides outreach to specialized populations, such as: Klamath River
Early College of the Redwoods, Expanding Youth Horizon, Basic Life Skills group, and Baby Steps.
We have two bilingual (Spanish) staff members in Enrollment Services that assist with initiatives intended to outreach to our Hispanic
communities.
Student Ambassadors in Enrollment Services provide tours and answer potential student inquiries which provide a student perspective
on attending College of the Redwoods.
Section 3 –Critical Reflection of Assessment Activities 3.0 Student Learning Outcomes & Program Outcomes Assessed in the Current Cycle (2012/2013) 3.1 What changes have been made to the program based on assessment findings?
Loan Workshops and one-on-one counseling sessions are being offered this year to help students with creating a realistic budget while
they are in school. Although students scored well overall on the Life Skills lessons, the results show that they had some difficulty with
the sessions related to budgeting. Also, on the loan applications, students consistently have difficulty with completing a realistic
3/12/2014 Page 4 budget.
Student’s understanding the negative impact of withdrawing:
General college policies, procedures and deadlines are now highlighted in orientation and GS classes, which includes information on
the withdrawal process and repeatability regulations.
3.2 (Optional) Describe assessment findings/observations that may require further research or institutional support: Continued support is needed from IT to further develop and implement e-forms
3.3 Provide any additional explanations for items described in section 3. Section – 4 Evaluation of Previous Plans 4.1 Describe plans/actions identified in the last program review and their current status. What measurable outcomes were achieved due to actions completed? Action plans may encompass several years; an update on the current status, or whether the plan was discarded and why. Actions Continue work on Softdocs eForms:
Improve Financial Literacy skills of
potential student borrowers
Continue to educate students of the negative
impact of withdrawing from a class:
Current Status Impact of Action (describe all relevant data used to evaluate the impact) Incomplete
None – still using paper forms
Complete – test results were compiled and
analyzed in assessment report; informal
workshops were offered in classes and one-onone financial literacy counseling has been
provided on an ongoing basis; budget workshops
will be scheduled for Spring Fall 2014
“Developing a Realistic Budget”
has been targeted as the main topic
to focus on for workshops and oneon-one counseling.
Complete – focus group met and survey was
conducted
Revision of orientation program;
GS courses Identify courses with the highest number of
“W”s and organize an Enrollment
Management subcommittee to analyze the
3/12/2014 Page 5 withdrawal data and identify at-risk courses
and / or delivery modes. 4.2 (If applicable) Describe how funds provided in support of the prior year plan(s) contributed to program improvement: n/a Section – 5 Planning 5.1 Program Plans (2013/2014) Based on data analysis, student learning outcomes and program indicators, assessment and review, and your critical reflections, describe the actions to be taken for the 2013/14 academic year. Use as many rows as you have actions, and add additional rows if you have more than 5 actions. Please number all rows that you add. Please be specific. This section and section 6 should include a detailed justification so that the resource prioritization committees understand your needs and their importance. *Not all items in this program plan section may require resources, but all resource requests must be linked to this section. Action Action to be taken: # List the specific action to be taken in enough detail so that someone outside of your area can understand. 1
Improve student
experience at the
Main Campus
Welcome Center:
 Staff knowledge
 Improve current
Relationship to Institutional Plans 5.1 Program Plans Expected Impact on Program/Student Learning Relationship to Assessment Resources Needed (Y/N) Include the specific plan and action item relevant to your action to be taken. For example: Annual Plan 2013‐
2014 Theme: Persistence; or Goal 1: Student Success: EP.1.6.2 Develop a plan for narrowing the achievement gap for underrepresented student populations.
Describe the expected impact in a way that someone outside the program can understand. The impact should be measurable. Include all assessment results that indicate that this action will yield the desired impact on the program. If the assessment has yet to be conducted, explain when and how it will be conducted. A yes here requires a corresponding request in the next section. Strategic Plan Goals and
Objectives; 1.2
Continually assess and
evaluate programs to
provide effective
educational programs and
Easier access to
information about financial
aid processing status
requirements would help
with student retention
student survey cited issues
Future assessment to
measure higher
scores/lower GAPs
on applicable
challenges in future
Noel-Levitz student
Y – new windows
at Welcome Center
to improve
communication and
staff safety
-cross-training
3/12/2014 Page 6 2
window
configuration
 Improve ease of
self-help options
(assistance with
training on
Website,
WebAdvisor,
email, etc.)
 Cross training
(FA/Admissions
info shared in ES
training sessions
held on a regular
basis – also
including EOPS
staff.
 Determine why
students are
withdrawing from
classes to help
inform planning
Increase number of
students with Student
Education Plans (SEP)
on record in Colleague

Establish method
of communicating
to student
regarding
completion of SEP
services for all learners.
regarding student
perception of the
helpfulness of staff and
getting the “run around”
(measured by survey
results)
satisfaction inventory
(survey)
Annual Plan: EP.1 Ensure
Student Success; SP.4.5.1
Colleague to inform
scheduling; SP.1.1.1
Develop degree plans with
course pathways based
upon students entering at
various math and English
placement levels
Annual Plan: SP.4.4.1 &
SP4.5.1 Implement
Increased number of
students with
comprehensive SEPs will
result in higher number of
student success because
students will be more
aware of what is required
to complete their academic
program.
An additional Transcript
Evaluator will allow “up-
Future assessment to
measure the %
students with SEPs on
record in Colleague –
compare increase
over time
3/12/2014 Page 7 IT support
Evaluate transcripts
upfront;
create course
equivalencies;
document an annual
review of already
existing standard
course equivalencies;
Assist in annual
review of approx. 275
applications to
Nursing program;
Assist in
degree/certificate
completions and
athletic eligibility;
Assist in degree
audit/e-Advising
implementation.
3
Increase utilization
of e-forms/scanning
4
Increase support for
student veterans (and
Student Ed Plan queries in
Colleague to inform
scheduling; SP.3.2
Improve College
operational efficiencies
front” evaluation of othercollege transcripts. This
would enable FA recipients
to have a more accurate
count of prior units applied
toward their current
program.
Degree audit will be more
accurate if we were able to
enter other college
coursework into Colleague,
which would provide more
accurate data to inform
scheduling. This will assist
in ensuring accurate and
timely comprehensive SEP
as required by the Student
Success and Support
Program.
Annual Plan; SP.3.2.1
Implement Softdocs eforms for business and
student service processes.
Persistence,
Annual Plan: EP.1 Ensure
3/12/2014 All the above would assist
in student success as
students would be informed
about what courses already
meet the requirements and
would be less likely to take
unnecessary courses.
More flexibility to process
any student files from any
location – more efficient
processing
Support increasing number
of underrepresented
Continue prior
assessment
IT support
Future assessment to
measure walk-in
Y- Increase
permanent staff -
Page 8 Student Success
dependents):
 Re-classification of
current coordinator
to be more
reflective of
current duties.
 Support staff
veteran and dependent
students by providing
adequate support services
to ensure timely
certification of benefits.
Improve retention and
success in a supportive,
manner that is geared to
meet the specific needs of
this population.
traffic and number of
certifications
5
Investigate and
purchase a diploma
printing program
Strategic Plan Goals and
Objectives; 1.2
Continually assess and
evaluate programs to
provide effective
educational programs and
services for all learners.
Reduce long-term cost and
increase student
satisfaction by reducing the
wait time for diplomas
Compare diploma
production time pre
and post installation;
track cost savings
6
Increase support for
CalWorks
students/program
Persistence,
Annual Plan: EP.1 Ensure
Student Success
Enhance CalWorks job
development program
Compare the number
of jobs created for
CalWorks students
One permanent
staff member is not
adequate to staff
the Veteran
Resource Center
and provide
student-veterans
with timely
services nor does it
allow for a safe
environment
Y
Y
5.2 Provide any additional information, brief definitions, descriptions, comments, or explanations, if necessary. Section 6 ‐ Resource Requests 6.0 Planning Related, Operational, and Personnel Resource Requests. Requests must be accompanied by an action plan in the above section. Requests should include estimated costs. Submit a support ticket if you do not know the estimated costs. If you are requesting personnel resources, you must also include the “Request for Faculty or Staffing” forms, located at inside.redwoods.edu/program review. Submit one form for each request. Additional Instructions: 3/12/2014 Page 9 


Put down the full amount you are requesting in the “Amount” column. Put down the annual amount of any ongoing or recurring costs in the “Annual Recurring” column. For example, a personnel request for a permanent position might show an Amount of $30,000 and an Annual Recurring Cost of $30,000. A request for equipment might show an Amount of $5,000 and an Annual Recurring cost of $200. A professional development request might show an Amount of $800 and a recurring cost of $0. If you have a grant or some other source of funding, include in the “Request” column a brief description of the source of funds and the dollar amount that is expected to be covered by the other source and if the other source covers any of the annual recurring costs. Note in the “Request” column if this is a repeat request, and how many times you have submitted this request. The item number must match the corresponding action # from section 5. Add rows as necessary. Action # Request Type of Request (Check One) use # Operational
Personnel
Planning
Describe your request here in a way that someone above To be To be outside the program can understand. reviewed by Prioritization Committees of the Budget Planning Committee reviewed and grouped by Associate Deans. To be reviewed by Faculty Prioritization Committee/
HR. Professional Development To be reviewed by the Professional Development Committee $
Amount $ Annual Recurring Costs Contact Person (Name, email, phone) Lynn
Thiesen
Lynnthiesen
@redwo
ods.edu
x4187
Lynn
Thiesen
Lynnthiesen5
@redwo
ods.edu
x4187
Lynn
Thiesen
4
Veterans Resource Center Support Staff
(repeat request – requested last year)
Reclassify Coordinator
X
44,000/
15,000
44,000
/15,000
2
Evaluator (repeat request – we have requested
this every year since 2006-2007)
X
55,832
55,832
1
Windows at welcome center
TBD
0
X
3/12/2014 Page 10 5
1
6
Investigate and purchase a diploma printing
program
Cost of the program could be offset by
savings of approximately $2200 per year
saved by no longer providing free diploma
covers
Purchase Colleague program to allow for
online census roster processing and collect
reason codes for withdrawals
Hire dedicated staff to supervise/support
CalWorks program
X
2400
one
time
300
annual
mainten
ance fee
X
10,000
0
82,000
*catego
rical
82,000
X
Section 7‐ Author Feedback Provide any constructive feedback about how this template or datasets could be improved. 1. Improve formatting/consistency of headings and numbering to make it clear which portions are questions that need to be
answered.
3/12/2014 Page 11 Lynnthiesen
@redwo
ods.edu
x4187
Lynn
Thiesen
Lynnthiesen
@redwo
ods.edu
x4187
Lynn
Thiesen
Lynnthiesen
@redwo
ods.edu
x4187
Lynn
Thiesen
Lynnthiesen
@redwo
ods.edu
x4187
2. Add more year columns to indicator section each year until we are able to show 5 years of indicator data (to help show trends
and to prepare for our comprehensive program reviews). 3. It can be confusing what timeframe we are supposed to be addressing; i.e. most of the program review is for 12/13, but Section
2.5 mentions addressing ‘current initiatives.’ What is considered ‘current’ in this section? How much do you agree with the following statements? (mark your choice with an x )
Strongly Somewhat
Somewhat Strongly
Neutral
Agree
Agree
Disagree Disagree
This year’s program review was valuable
[]
[x]
[]
[]
[]
in planning for the ongoing improvement
of my program.
Analysis of the program review data was
useful in assessing my program.
[]
[ x]
[]
[]
[]
Section 8‐ PRC Response by section (completed by PRC after reviewing the program review) 8.0 The response will be forwarded to the author and the supervising Director and Vice President: S.1. Program Information: Completed S.2. Data Analysis: Completed. Good variety of indicators. Recommendation: Clarify the impact of changes in indicators. S.3. Critical Reflection of Assessment Activities: Completed. Variety of assessment information which led to improvement and changes in unexpected areas. S.4. Evaluation of Previous Plans: Completed S.5. Planning: Completed. Good linkage to institutional plans. S.6. Resource Requests: Complete. In the future, resources noted in planning should be tied to the section 6 resource requests (e.g. Item #3) or clarification of the type of resource. 3/12/2014 Page 12 3/12/2014 Page 13