Student Service Center (One-Stop) ACADEMIC YEAR J Street Sacramento, CA Lassen Hall

Transcription

1 Student Service Center (One-Stop) ACADEMIC YEAR J Street Sacramento, CA Lassen Hall

2 Table of Contents Executive Summary 2 Mission Statement 3 Management & Staffing 3 Department Outcomes 4 Appendix A 6 PAGE 1

3 Executive Summary The Student Service Center (SSC) provides a one stop location for student to obtain a services on behalf of our business partners including Financial Aid & Scholarship Office, Admission & Outreach, Bursar, and the Office of the University Registrar. The Student Service Center staff will take ownership of the issue and help the student until resolution is found. Taking a holistic approach to service, the trained staff are able to answer questions, troubleshoot issues and inform the student of what s to come as they navigate the many administrative functions on campus. This academic year, the Student Service Center collaborated with campus partners to establish Service Level Agreements (SLA s) to ensure collaboration and cooperation among all business partners. In addition, SSC implemented a training plan to ensure staff are prepared and knowledgeable to deliver services to our students. As part of tracking our key performance indicators (KPI s) the office measures such things as student traffic, traffic, and phone volume. One indicator of our business volume consists of tracking the number of calls received the week before classes, and the first week of class and our response time. Our data showed that in fall 2015, the average wait time a week before classes was 20:20 minutes and the average wait time during the first week of classes was 7:18 minutes. This has provided us with a benchmark to measure improved performance going forward. Our goal is always to identify business processes that delay or cause roadblocks for our students and work with the appropriate business partner to identify alternatives. PAGE 2

4 Mission Statement Our mission is to provide a welcoming and accessible student service center dedicated to educating, supporting and developing student success by providing accurate, efficient and holistic information to the Sacramento State Community. You will find a team of dedicated Student Service Staff trained to assist you. The team is located on the lobby level of Lassen Hall. Management & Staffing During the academic year our team handled student traffic from the Financial Aid & Scholarship office, assisted the University Registrar and answered questions for the Bursar, Admissions and Academic Advising. Our team consists of the following staff: Anita Kermes Director Miesha Williams Associate Director Julie Carrol Assistant Director Enzo Vernone Business Analyst (4) Student Service Center Counselors (5) Student Service Center Specialists PAGE 3

5 Department Outcomes This academic year, the Vice President of the Division of Student Affairs decided to align department goals with the university s strategic goals. The structure of this section will include the university s goals, the department goals, the strategies to achieve those goals, and the outcomes. University Goal #4 Excel as a place to learn, work, live & visit Department Goal 1: The Student Services Center (SSC) will collaborate with our campus partners to establish Service Level Agreements (SLA s) by January 1, Campus partners include Financial Aid, University Registrar, Admission s, Bursar s and Veteran Success Center. The operational managers scheduled meetings with the operational managers of each home office to discuss staffing & resources, services offered today, and opportunities to transition services in the future to simplify processes for our students. In addition, agreement to provide system access, necessary training/support, and define an escalation process back to home office was included in discussions and documented. SLA s have been written and signed for final approval between One Stop and the campus partners. New PeopleSoft security roles have been created and are being tested to ensure staff have necessary access to assist students in person, via or phones. Department Goal 2: SSC will implement a training plan in January 2016 to ensure accurate and timely delivery of services outlined in SLA s, including referral process to subject matter expert in home office. Staff created a visual document outlining the life cycle of a student and defined the various points of contact SSC staff would encounter and provide assistance. Furthermore, the team outlined a training plan based on this life cycle, and partnered with each home office to negotiate training needs for SSC staff. This effort resulted in the development of an initial 6-week training plan implemented for all new staff in SSC including group training with home office subject matter expert, and individual training specific to counseling and specialist job functions. PAGE 4

6 Department Goal 3: To provide timely response to calls; KPI s measured were customer traffic over time including number of calls received, and average wait time. Table 1. One-Stop Telephone Statistics Week before classes Fall Term First Week of classes Fall Term :45 min 20:20 min 21:27 min :27 min 7:18 min 7:40 min Source: SCC Fall 2014, SCC Fall 2015, and SCC Fall 2016 VDN Historical Analysis Report ed on 10/28/16. PAGE 5

7 Appendix A University Goals Goal 4: Excel as a place to learn, work, live & visit Department Goals SSC will establish Service Level Agreements. SSC will implement a training plan. SSC will deliver services to students in a timely manner. What will be the standard of performance? Signed Service Level Agreements with campus partners Implemented training for new staff in SSC AY 15-16: collect baseline data on number of calls received, and average wait time. Department Outcomes Written and signed with Financial Aid, University Registrar, Admissions, and Veteran Success Center Six-week training was implemented. First week of class for Fall 2015: 1998 calls with an average wait time of 7:18 minutes. Note: There are no Baccalaureate Learning Goals for Student Service Center. First week of class for Fall 2016: 1932 calls with an average wait time of 7:40 minutes. PAGE 6