APPENDIX D Part Two:

WHAT WORKS WELL

In May's input sessions, staff were asked 'what works well for student and staff about existing processes?' A summary of staff comments appears below.Staff input about 'what does not work well for students' indicates that some aspects of the items noted below may not work completely well and the need for improvement is continuous. Nevertheless, recognizing and building on strengths is a cornerstone of successful change.

Well-Functioning Services

Information

• classline (including telegrader)
• class schedule mailed to everyone
• voice mail
• e-mail
• kiosk
• Internet
• web page
• staff directory
• catalog
• 'Where to find it a Lane' handout
• TV commercials
• The Daily
• switchboard referrals, including emergencies
• Campus security can direct people to non-campus events
• literature and booklets (such as Connections, financial aid booklets, advising flyers and materials)

Specific Services

• Testing (students placed so less likely to fail, nice atmosphere, approachable people)
• Bookstore
• Financial Aid
• Job Placement
• Transitions to Success
• Distance Learning; telecourses being developed
• good communication between Testing and ESL
• early advising
• Counseling Department advising team
• Student Service Associate program
• Student Ambassador program
• Training and Development advising
• outreach centers provide testing and counseling
• availability of list of counselors for specific majors
• admissions process
• transcript analysis
• group events such as Women's Day, High School Visitation Day, Conference on Families

Attributes of Services

• bilingual advising/counseling services at the Downtown Center
• good communication between ESL and main campus, especially with Women's Center, Counseling Department, and Multicultural Center; receptivity to ESL students has improved
• drop-in service (e.g. for testing, advising, crisis counseling)
• services offered at no cost to students
• peer help (e.g. Women's Center, Multicultural Center, Counseling Department (SSAs),
• Admissions (Student Ambassadors)
• clear and guided admissions process
• self-service (e.g. student input of financial aid on computers)
• continuity of advisor/student relationship
• variety of services
• accessibility of Counseling Department
• efficiency (e.g. human development classes as a delivery tool
• multiple entry points into Lane
• immediate on-the-spot problem solving
• real person who can answer questions
• cooperation between counseling, Financial Aid and Admissions
• ability to release holds by computer
• students on financial aid can charge tuition, fees, books and supplies
• payment options
• some departments collect fees
• financial aid and refund check are mailed to students
• use of Visa and Master Card
• two week refund
• administrative drop
• mainframe access for financial aid
• variety of loans
• emergency loans
• financial aid information on kiosks
• financial aid booklets
• tuition waiver for staff
• no application fee
• classline gives accounts receivable balance
• financial aid pre-loan advising available in the library

Personnel

• empowered staff
• knowledgeable staff
• non status-oriented staff
• networked staff
• teamwork
• collaboration across units
• accountability (e.g. take responsibility to solve problems)
• generalist and specialist expertise of staff
• staff thinking of each other as customers
• friendly staff
• supportive of students
• sensitive to student needs (e.g. religion, varying backgrounds)
• personal attention to students (e.g. International Student Program)
• Student's First Attitude

Training

• cross training
• availability of skills workshops

Space

• close physical proximity of services
• remodel of Admissions/Student Records opened it up, made it inviting

WHAT DOESN'T GO WELL

Physical fragmentation of service locations

• poor access and distance from one service to another
• inadequate signs
• students bounced from place to place to receive services
• services not connected
• lack of staff and student easy access to related services
• services not connected
• lack of staff and student easy access to related services
• poor use of staff time referring and directing students and dealing with complaints
• low sense of social connection and belonging among staff

Inadequate space for operations

• poor layout for service delivery
• inadequate confidential space
• lack of safe, secure space
• lack of security for personal belongings
• lack of student-oriented, comfortable space
• inadequate reception and waiting areas

Personnel

• staff not knowledgeable
• part-time staff not well informed
• poor hand-offs
• poor communications
• no staff back-up in case of illness'
• inadequate staff development
• staff too specialized
• unfriendly, insensitive people
• need to schedule time to complete non front-line work
• lack of authority to make decisions at points of contact

Technology

• lack of integration across campus (e.g. too many different data bases)
• not all staff have access to data bases needed to do their jobs well
• not everyone has access yet
• some staff and faculty have not been trained
• some programs are difficult to use
• fear and denial of the need for technology exist

Information Dissemination

• fragmented information system
• switchboard staff lack information
• poor phone transfers
• information pieces not kept up-to-date
• lack of information/brochures
• lack of college information in other languages
• TV ads lead students to believe they can just come to campus on the first day of class
• campus information access poor on Saturdays and evenings; Saturday supervisor cannot answer all questions
• lots of jargon used at Lane
• lack of connection between outreach centers and between outreach centers and campus
• not able to leave emergency messages because of voice mail
• need to make information more engaging so students will read (e.g. class schedule)
• catalog not up to date and user friendly
• discrepancies between catalog and time schedule
• difficult to find things in time schedule
• many time schedule errors and omissions
• can't register with time schedule only

Admissions Process

• non-credit students and high school completion students are not admitted to the College
• too many different admissions processes
• long lines at photo ID
• photo ID hours too few
• photo ID not available at outreach center
• disability students are seen too late in the process to make special arrangements
• can't determine on mainframe if a student has disabilities
• Training and Development not connected with College orientation process
• outreach center students can't easily attend orientations
• graduation creates bottlenecks for services

Registration Process

• too many lines
• people unavailable to release class holds; students bounced around
• students sign up for more classes than they actually take
• add/drop process cumbersome
• students don't know classes are canceled until they come to class
• timing of registration process poor
• Flight Tech students pay on site
• Flight Tech students pay on site
• Flight Tech students need flexibility in completing credits

Classline

• change Classline phone message so everyone isn't referred to Admissions
• add help button to Classline
• make Classline more user friendly
• provide continuous instruction on use, perhaps through videotapes in library

Financial Policies

• lack of clear policy for extension of credit and exceptions
• billing statements confusing
• process for refunds awkward
• authorization for reversing late fees and finance charges difficult
• $1 fee for change-of-grade is cumbersome
• purchase of lab time is difficult

Difficulties in Procurement

• long lines
• many students don't get books until after classes begin
• students must have printed schedules before they can purchase books

May 1996 Staff-Centered Solutions

• one-stop shopping
• cross training
• general information area with co-located specialized offices
• high visibility for student service operations
• large signs and numbered or color-coded buildings
• more and better-designed space
• creation of a student center
• campus perimeter access for first-time students
• have a college resource/technology center for using computers, copiers, fax machines,
• scanners, typewriters, paper cutters, staples, work surfaces--perhaps with a user fee
• push authority down
• decentralize authority
• more staff training to use the network and web
• emphasize easy access and user-friendliness in infusing technology
• create one database for the College
• bring shadow data bases into the mainframe so programs can get the service they need
• all staff need access to databases
• more student access to terminals in locations such as the library, waiting areas and at home
• put more information on the web
• put calendars on the web
• schedule meetings through the network
• add biographical information about faculty and staff to the network
• integrated screens
• more on-site help for students and staff in using the web (such as the peer helpers in the Career Information Center)
• pen entry, open exit computer classes for staff and students
• combine human contact with technology
• put campus maps on kiosk and web with 'you are here' and moving arrows
• make video games with college information
• dedicated, high-access computers or screens for events, registration information and the like
• strong, highly trained front-line staff who provide expert service and cross-training
• more cross-training for everyone
• updated campus maps as flyers and large displays
• increased information about campus resources for students
• create a concise help book including information about where to go for help
• prepare a list of commonly asked questions for those who answer phones
• more training about campus resources for Switchboard staff
• after hours access through Switchboard
• switchboard and campus staff take more care in transferring calls
• increased posted information about campus and community events
• supplement voice-mail with essential real-person access
• have departments open at noon
• increased awareness about other departments
• use orientation as a way to get students to explore and get information they need
• distinction between class schedule as a public relations
• put information on cable 12
• organize information by service, not by how the college is organized (e.g. web site user should not have to know that parent education services are part of the Counseling Department to find information about them)
• single admissions process on mainframe
• one application form
• integrate data bases
• have students admit themselves on-line
• everyone should have photo ID (credit, non-credit, high school, outreach)
• increase computer access to records and make system user-friendly
• provide one-credit orientation sessions at no charge but reimbursable
• make orientation videos
• provide orientations for College High students
• put information on cable 12
• increase information that is on-line and improve access for staff and students
• provide degree audit by kiosk
• have an electronic file on-line for each student, including major and educational goals
• use incentives rather than punishments to involve students
• encourage students to update their files
• improve process for dropping and adding classes
• more consistency in terms of prerequisites
• list prerequisites in schedule of classes
• publicize the need to apply for two year degrees
• train instructors to help with registration
• get better information about whether seniors really fear Classline
• combine personal touch and technology
• phone team calls applicants to help them get the information they need
• clarify and simplify financial policies
• use smart cards or debit cards
• revise billing statements
• use standard billing and payment dates
• send out billing statements after classes meet
• offer incentives for paying early
• offer debt management classes for students
• improve voice mail for student accounts receivable
• use an 800 number
• develop short-term program so (non-financial aid) students can buy books
• drive-up window for payments
• drop-box for money and checks
• allow collection of money in departments
• station a bursar (treasurer/cashier) in a high traffic area
• training for all college employees on financial policies and procedures
• increase staffing at peak times
• improve computer access and programs
• common database for all students
• improve customer information
• improve classline account information
• allow students to take GED test regardless of money owed
• one-stop shopping model
• provide more evening and weekend services
• increase knowledge of outreach centers by main campus
• provide knowledge of outreach centers by main campus and vice versa
• bring services for students to certify as learning disabled
• consolidate financial aid with scholarship information
• clarify student responsibilities
• help students understand College policies
• heave staff and student mentors for students
• expand SSA program
• have staff use information center too
• pull person from each student service area to be generalists
• rotate information center staff through outreach and community learning centers
• improve communication between Dislocated Worker program and Counseling Department
• conduct an analysis of which students need which services
• keep departments open during noon hours
• have data base of alumni available at Career Information Center
• more training and cross-training
• increase feasibility of advising
• increase advisor to student ratio
• more advising at outreach centers
• students must see an advisor/counselor
• students must have a career plan
• clarify pre-enrollment advising /counseling from post-enrollment/pre-registration
• counseling/advising
• encourage attending college success class
• more videotapes on programs, orientation process
• more training for all staff
• make job search class, interviewing skills and resume workshops available
• provide information for students about college costs and budgeting
• provide information about college transfer, perhaps in a newsletter
• clarify role of college counselor-advisor form high school counselors
• faculty involvement in advising and retention
• make advising information available to all on the network
• have a coordinator or Advising
• create a managed advising process, including Counseling, the Women's Center, Training and Development, Downtown Center Business Programs, Multicultural Center, Native American, Black Student Union

CURRENT SERVICE CATEGORIES

PROCESS OWNERS AND ADDITIONAL PROVIDERS

INFORMATION DISSEMINATION PROCESS OWNERS AND ADDITIONAL PROVIDERS

ENROLLMENT PROCESS OWNERS AND ADDITIONAL PROVIDERS

FINANCIAL TRANSACTIONS

SUPPORT SERVICES

PROCESS BASED ON CURRENT SERVICE CATEGORIES

INFORMATION DISSEMINATIONS/POST ENROLLMENT

FINANCIAL TRANSACTIONS

FINANCIAL TRANSACTIONS/ABSE ONLY

FINANCIAL TRANSACTIONS--CHARGES PAID

ENROLLMENT/ADMISSIONS AND REGISTRATION

ENROLLMENT/ADMISSIONS

ENROLLMENT/REGISTRATION

ENROLLMENT/ADMISSIONS AND REGISTRATION:ABSE ONLY

SUPPORT SERVICES

SUPPORT SERVICES/RETENTION--SUCCESS FUNCTIONS

SUPPORT SERVICES/ACADEMIC ADVISING

SUPPORT SERVICES/COUNSELING ONLY