Motlow State Community College
Action Plan & Outcome Assessment Report for Institutional Effectiveness
Planning Year: July 1, 2012 – June 30, 2013
Assessing Year: July 1, 2011 – June 30, 2012
Unit: Financial Aid
Related Strategic Goal:
3.1 Monitor and improve the effectiveness of educational programs and services.
Action Plan #: FINA-02
Action Plan Title: Point of Service Satisfaction Evaluation for the Financial Aid Office
Desired Outcome: Evaluate and develop a Point of Service survey instrument and evaluation procedure
to be utilized in the financial aid office on the Lynchburg Campus and Smyrna to complement the results
of the financial aid section of the Satisfaction of Student Services Survey.
Description of Action Plan and Related Activities: The financial aid office staff will research instruments
used by other institutions to evaluate financial aid offices. Using the information collected, the financial
aid staff will develop a survey instrument to capture the student’s opinions at the point of service,
providing an immediate reaction opposed to one developed at the end of year as in the Student Survey.
The development process will be used to determine if the instrument will be paper, online or both. An
evaluation process will be developed to identify such items as frequency of collection, process of
evaluation, utilization of results, etc. The instrument should be complete and able to be implemented
during the Fall 2012 term.
Team Members: Financial Aid, IR Staff, and IT staff members
Timeline: Review progress and evaluate June 30, 2012.
Est. Cost: $ 0
Budgeted: Included in current budget
Evidence of Success: Finalization of a Usable Point of Service Survey Instrument and process for the
Financial aid Office.
Complete the following when assessing a plan
Current Status: On Schedule
Describe Progress: The financial aid office has reviewed multiple financial aid office surveys from
other colleges and universities across the country in on-line reviews. These reviews have been useful
in finalizing the instrument that the Motlow College Financial Aid Office will be using in the Lynchburg
and Smyrna offices beginning Fall of 2012.
Both locations will utilize the same survey instrument with each campus identified separately. The
decision was made to utilize very similar questions as was used on the Satisfaction of Student Services
Survey to have a clear alignment for data comparison. Lockable survey collection boxes will be
provided in the Lynchburg and Smyrna offices to collect the completed survey forms. Individuals
visiting the financial aid offices in Lynchburg and Smyrna will be provided the opportunity to complete
the survey after completing their business with the respective office.
The point of service survey results will be evaluated against the results gathered from the Satisfaction
of Student Services Survey results. The analysis of these results will be shared with financial aid staff
in order to identify areas for improvement.
The baseline results will be taken from the 2012 – 2013 evaluations and additional goals will be set at
that time moving forward.
Describe Needed Changes: No changes are needed at this point in the process.
List of Supporting Documentation: Draft copies of the Point of Service Survey instruments developed
for the Financial Aid Offices in Lynchburg and Smyrna.
Date Last Updated: June 14, 2012