MUSC Education & Student Life
Communication Forum
April 28, 2010
DR. DARLENE SHAW, ASSOCIATE PROVOST
Education & Student Life Connecting for
Success…
Agenda
•
•
•
•
•
•
•
•
Wins!
Yes Campaign
Appreciation Prizes!!
Employee Insights
Student Satisfaction Survey Results
Staff Recognition 3rd Quarter Winners!!!
Questions & Answers
Announcements/Updates
Education & Student Life Connecting for
Success…
WINS!
David Howell – Promoted to Student Services Program Coordinator II
Misty McKee – Promoted to Info Resource Consultant I
Patrick Cassano – Rehired as Student Services Program Coordinator I
WELCOME NEW TEAM MEMBERS…
Lane Siggelkow – Enrollment Management
SWC Exercise Instructors and Part-time Employees:
Megan Brett
Summer Thomas
Louise Brown
Laura Tulga
Robin Zettl
Jennie Brooks
Tracy Sanders
Prisca Denton
Stephen Maraist
Jana Sabrina Martinez
Emily Hawkins
James Patt
Jennifer Jones
Education & Student Life Connecting for
Success…
WINS!
UNIVERSITY APPLAUSE AWARDS
Sharon Gilliard
Nancy Lemon
Kat Logemann
Katie Blaylock
Michelle Muir
Tyler Cross
Steve Zimmerman
Martha Lipton
Lisa Kerr
Howie Schomer
Mary Ellen Lenhardt
Bobby Shaw
Gilbert Bradham, Jr.
Ronnie Hayes
Amy Leaphart
Damon Amella
Benita Schlau
Jamie Moore
Education & Student Life Connecting
Students…
WINS!
Fit It In Student Workout Program
Successful new interprofessional course,
Transforming Health Care for the Future
Division Faculty: Amy Blue, Laurie Charles,
DaNine Fleming, Darlene Shaw, and
Tom Smith
Education & Student Life Connecting
Professions…
Tom Smith
Liz Sheridan
Jim Tomsic
Wrote a
Nationally
Acclaimed
Paper
Inducted
in
Bridge
Run
Presentation
Physicians
Conference
Hall of
Fame
Willette
Burnham
Rhonda Walters
Alicia Lockard
Kevin Smuniewski
Nadia Mariutto
Wendy Littlejohn
11th Annual
Campus
Safety
Conference
$14,400
Profit for
CHE
Amy Blue
David Howell
4th Annual
CLARION
Interprofessional
Case
Competition
Success
Teamwork
Excellence!
Education & Student Life Connecting
through Giving…
MUSC YES Campaign
Earl B. Higgins
Foundation Fund
Student Center
Fund
ESL
Minority Scholarship
Fund
MUSC Student
Services Fund
Presented by:
Whitney McLuen, Office of Development
Becky Dornisch, Director of Annual Giving
Education & Student Life Connecting
with You…
Some of our FY09-10 Pillar Goals
for Education & Student Life
People
90% or more of ESL
Faculty and Staff are
pleased to be working @
MUSC
90% or higher of
Faculty/Staff believe they
made the right choice in
selecting MUSC
85% or higher of
Faculty/staff & students
evaluate MUSC’s culture
as valuing diversity
5% improvement in
employee response to
supervisors recognizing
individual efforts
Service
Quality
Supervisors set a
good, positive and
professional example;
staff ratings improve
by 4%
Growth
Finance
Education & Student Life Connecting
with You…
Employee Insights Survey
• Why: Solicit feedback on how to better serve you and
create the best possible work environment
• Who: All FTEs in ESL; 57 responses received (~ 57%)
• What we asked:
1.
How would you rate employee morale in your unit?
2.
What is your supervisor doing to set a good, positive and
professional example?
3.
Please give an example or two of common mistakes a
supervisor might make that undermines his/her
professionalism.
4.
Given budgetary constraints, what are some ways other than
monetary compensation that your supervisor could reward
you for a job well done?
Education & Student Life Connecting with
You…
How would you rate employee morale in your unit?
6%
5%
28%
Terrible
19%
Poor
Fair
Good
Excellent
42%
The majority (70%) of ESL employees said morale is Good or Excellent; only
11% feel morale is Poor or Terrible, while 19% perceive morale as Fair.
Most common responses
Practicing what they preach
14
Respects and supports employees
13
Having a good attitude, even in crisis situations 13
Being a good listener and communicator
10
Recognizing successes, not just failures
7
What are some common mistakes a supervisor might make that
undermine his/her professionalism?
Most common responses
N times provided
Not leading by example
(lacking punctuality, tact or even-temperament)
16
Micromanaging--lack of trust/respect
12
Not having a consistent standard of performance
10
Not communicating on time or effectively
8
Not listening; being defensive
7
What are some ways other than monetary compensation that your supervisor
could reward you for a job well done?
Most common responses
N times provided
Sincere gratitude; Applause awards recognizing individuals
21
Time off; long lunches; early release
18
Gift cards (could be donated)
12
Flexible schedules (e.g., 10 hour days, no Fridays)
6
Office retreats; office lunches
Casual day
4
4
Additional training; travel to conferences
3
Better parking
Better equipment
2
2
Terminate unproductive employees
2
How we will use your insights to make ESL
even better:
• Communicate these results with supervisors
• Standards of behavior part of supervisor EPMS
• Strengthen appreciation activities
 Encourage use of Applause Award program
 Allocate modest Discretionary $$ to each unit
 Nominations for Qtrly Employee Recognition Awards
 Gift Cards for on the spot recognition
Division of Education &
Student Life
Results from
Student Satisfaction Survey
2009-2010
Darlene Shaw, PhD
Associate Provost Education &
Student Life
16
ESL Student Satisfaction Survey

Administered online (Survey Monkey) from
March 15-26, 2010

No identifiers collected

Announcements of survey were made
through multiple channels (letters to Deans,
student broadcast message, personalized
email request, SGA leaders and Student
Programs involvement)

Skip logic employed in the survey to reduce time to complete (~5 minutes);
organized differently from last year’s survey

After completing the survey, students could register (on a different site) to be
entered to win $50 (odds of winning were 1 in 50)
17
Excellent response rate (904
vs. 636 in 2009)
36% of MUSC student body
responded
Sample demographics reflect
student population
18
FY09-10 Pillar Goals
Education & Student Life
People
Service
Quality
Growth
Finance
As we begin our pursuits in Excellence – we will be striving to reach or exceed the top quartile in most key areas (some unmeasured as indicated below).
Once benchmark data are available, we will establish step goals to move forward and toward higher levels of achievement.
90% or more of ESL
Faculty and Staff are
pleased to be working
@ MUSC
90% or higher of
Faculty/Staff believe
they made the right
choice in selecting
MUSC
85% or higher of
Faculty/staff &
students evaluate
MUSC’s culture as
valuing diversity
5% improvement in
employee response
to supervisors
recognizing
individual efforts
90% of students
agree they made
the right choice by
selecting MUSC
Students evaluate
ESL services with
an overall
satisfaction rate of
90% or higher
Supervisors set a
good, positive and
professional example;
staff ratings improve
by 4%
75% of graduating
students agree their
understanding of the
contributions of other
professions to health
care delivery or
research increased
through their
experience @ MUSC
33% increase in
Interprofessional student
events/activities
sponsored by ESL
Provide support to
International Program
Development as
evidenced by a 25%
increase in the number of
international students
provided services
through ESL
Total expenses will not
exceed the FY10
revised budget
(Not to exceed 10%
utilization of reserve
funds for one-time
major expenditures)
ESL Service Pillar Goals:
ESL exceeds goals!
100%
90%
80%
Percent of students
70%
60%
50%
40%
30%
Disagree
20%
10%
97%
96%
Agree
96%
97%
0%
I believe I made the right choice in
selecting MUSC for my training
Percent who agree significantly > 90%, p’s < .01
I am satisfied with the services I receive
from MUSC's Division of Education &
Student Life
20
ESL’s success is due to the
performance of each Unit
Unit
Center for Academic Excellence
Academic
Writing Center
Support
Counseling & Psychological Services
Student Financial Aid
Office of
Registrar’s Office
Enrollment
University Admissions
Management
Student Health Services
Student Programs
Wellness Center
Director
J. Ariail
A. Libet
G. Ohlandt
L. Blumenthal
W. Burnham
B. Shaw
21
What kind of data were collected
for each Unit?
•
Utilization by students--either: (1) unaware of this service,
(2) aware but haven’t used, or (3) used at least once
•
Of those who answered “used at least once”, we asked
whether they agreed with the following statements:
•
•
The service provided met my needs
•
The staff are competent at their jobs
•
The staff are caring and helpful
•
The staff were sensitive to my or other students’
cultural differences
•
The hours, availability, and/or number of staff were
sufficient to help me
Opportunity for written comments students wished to
provide
22
Units by Utilization
Students’ feelings about services at the
top of the list have substantial impact on
overall ESL satisfaction ratings
Among services in top tier (75%
utilization or higher), if student did not
agree that “Service X” met needs, s/he
was 3-12 x more likely to provide
“dissatisfied” rating for question about
overall satisfaction with ESL
Maximizing rates of satisfaction with
Admissions, Student Health, Wellness
Center and Financial Aid is critical to ESL
continuing to achieve its goal of 90% or
better satisfaction ratings
23
Satisfaction data collected from only
users of the service
1. The service provided met my
needs
2. The staff are competent at their
jobs
3. The staff are caring and helpful
4. The staff were sensitive to my
or other students’ cultural
differences
What percentage
of users agreed or
strongly agreed
with each
statement?
5. The hours, availability, and/or
number of staff were sufficient
to help me
24
Performance outcomes for each Unit:
Target is 90% of students agree that the service
“met my needs”
2010
2009
Registrar
97%
97%
Financial Aid
92%
80%
Admissions
98%
99%
CAPS
89%
88%
Center for Academic Excellence
96%
96%
Writing Center
96%
95%
Student Programs
99%
99%
Wellness Center
98%
98%
Student Health Services
91%
91%
0
10
20
30
40
50
60
70
80
90
100
Percent of students who agree service "met my needs"
25
Performance outcomes for each Unit:
Target is 90% of students agree that the
“staff are competent at their jobs”
2010
2009
Registrar
97%
97%
Financial Aid
87%
80%
Admissions
98%
99%
CAPS
94%
92%
Center for Academic Excellence
99%
97%
Writing Center
98%
96%
Student Programs
99%
99%
>99%
99%
92%
92%
Wellness Center
Student Health Services
0
10
20
30
40
50
60
70
80
90
100
Percent of students who agree staff are competent
26
Performance outcomes for each Unit:
Target is 90% of students agree that the
“staff are caring and helpful”
2010
2009
Registrar
98%
97%
Financial Aid
86%
77%
Admissions
98%
98%
CAPS
97%
93%
Center for Academic Excellence
99%
99%
Writing Center
98%
98%
Student Programs
99%
99%
Wellness Center
99%
99%
Student Health Services
86%
88%
0
10
20
30
40
50
60
70
80
90
100
Percent of students who agree staff are caring/helpful
27
Performance outcomes for each Unit:
Target is 90% of students agree that the
“staff were sensitive to my or others’ cultural
differences”
2010
2009
Registrar
99%
97%
Financial Aid
97%
95%
Admissions
98%
98%
CAPS
97%
98%
Center for Academic Excellence
99%
99%
Writing Center
98%
99%
>99%
99%
Wellness Center
99%
99%
Student Health Services
93%
98%
Student Programs
0
10
20
30
40
50
60
70
80
90
100
Percent of students who agree staff are culturally sensitive
28
Performance outcomes for each Unit:
Target is 90% of students agree that the
“hours, availability, and/or number of staff
were sufficient to help me”
2010
Registrar
98%
Financial Aid
89%
Admissions
98%
CAPS
94%
Center for Academic Excellence
93%
Writing Center
90%
>99%
Student Programs
Wellness Center
92%
Student Health Services
80%
0
10
20
30
40
50
60
70
80
90
100
Percent of students who agree sufficient hours/availability
29
Percent of students satisfied with Others Services:
Target goal is 90% of students are satisfied
2010
2009
Educational & learning facilities
90%
83%
Board & Certifying Exam Review Programs
94%
83%
Office of Student Diversity
91%
90%
MUSC Gives Back
99%
99%
International Programs
96%
88%
0
10
20
30
40
50
60
70
80
90 100
Percent of students who are satisfied
30
Summary
 A big WIN for us all! ESL Pillar goals exceeded,
due to strong performance within each Unit; in
all cases we either remained excellent or
improved from 2009!
 Analyses of Unit results within ESL and across
colleges help us make data-informed decisions
about where to increase awareness of services
and how to increase student satisfaction rates
 Your Unit directors will share additional unitrelated outcomes with you
31
Education & Student Life Connecting
People…
Employee Recognition Awards
3Q 2010
KYLE CONNELLY
NANCY LEMON
WINNERS!!!
TYLER CROSS
NADIA MARIUTTO
LISA FENNESSY
TANYA THORNHILL
Education & Student Life Connecting
with Students…
Questions?
Feedback
Answers
Employee Insights, Student Satisfaction Survey Results,
EPMS SERVICE PILLAR GOAL SUCCESS
Education & Student Life Connecting Six Colleges…
One University!
STUDENTS
TOTAL WELL-BEING
EDUCATION
HEALTH & WELLNESS
INTERPROFESSIONAL
DIVERSITY
RECREATION
TECHNICAL SUPPORT
FINANCIAL MANAGEMENT
MUSC
Enrollment Mgt
Student Programs
Student Health
Wellness Center
Academic Support
Administration
ETS
CAPS
C3
Announcements
COM
CODM
CON
CHP
COP
COGS
COLLEGES
Education & Student Life
Elemental
From Dr. Darlene Shaw, Associate Provost