PROCESS IMPROVEMENT Board of Trustees Presentation April 16, 2018 - - PowerPoint PPT Presentation

PROCESS IMPROVEMENT

Board of Trustees Presentation April 16, 2018

Board of Trustees Agenda/Student Services - April 16, 2018 - Page 1

Process Improvement Areas

• Services to Prospective Students
• Services to Applicants
• Services to Student Registration
• Student Payment Process & Issues
• Services to New Students
• Other Process Improvements

Board of Trustees Agenda/Student Services - April 16, 2018 - Page 2

El Camino College Recruitment Model

Prospective Student Leads Student Admissions Applications Students Enrolled in ECC Classes Gap Analysis: Student Leads Conversion to Applicants - Percentage Gap Analysis: Student Admits Who Actually Enroll in ECC Classes - Percentage

Board of Trustees Agenda/Student Services - April 16, 2018 - Page 3

Services to Prospective Students Initiatives

• Implementation of CRM Recruit: This software will allow El Camino

College (ECC) the ability to organized, communicate with, and track students into ECC.

• Phone Banking: ECC will reach out to students to help them apply

to the college and provide information to students and their parents about college in general and El Camino College specifically.

• Lead Card Transformed: Now every form of lead card can be

captured & tracked for follow-up (via CRM Recruit): paper, electronic, and data downloads.

• Social Media Collaboration with Marketing & Communications.

Board of Trustees Agenda/Student Services - April 16, 2018 - Page 4

Prospective Students Continued

• Future Student Web Page Re-Design (In-progress).
• Collaboration with Marketing on messaging to

prospective students to provide a clear and consistent

• message. This messaging to include “reverse-transfer”

students.

• Financial Aid support during the prospective phase.
• Career support during the prospective phase.

Board of Trustees Agenda/Student Services - April 16, 2018 - Page 5

Services to ECC Applicants

• Messaging students who have applied to El Camino College with
• ffers of support to completing the financial aid process.
• Create a plain worded California residency sheet to help students

complete the residency portion of the application.

• Create “real-time” ECC admissions application support via phone

and Cranium Café video conferencing and screen sharing.

• Continue career exploration opportunities for students so selecting

a major is easier as “undeclared” is not acceptable for financial aid.

• Expand welcome letters to include the President, Vice Presidents,

and Deans.

Board of Trustees Agenda/Student Services - April 16, 2018 - Page 6

Services During Registration

• Human interaction via in-person, phone, and Cranium Café.
• Implementation of “College Scheduler” to help students find a full-

time schedule that works with their respective lives.

• Better explanation and sign-posting of “prerequisites” for classes.
• Full implementation of Multiple Measures to start students at

college level or just below college level English and/or math.

• Tune up Colleague to better meet the needs of students via

Colleague table setups and navigation such as “mobile ready” in all student screens.

Board of Trustees Agenda/Student Services - April 16, 2018 - Page 7

Student Payment Process & Issues

• Review the deadline for payment.
• Review adding a payment plan.
• Review the refund process (not financial aid).
• Review how El Camino College accepts payment.
• Review the messaging to students regarding

payment and deadlines.

Board of Trustees Agenda/Student Services - April 16, 2018 - Page 8

Services to New Students

• Students will have access to a real person to answer questions.
• Making sure new students have applied for financial aid and

support the process if they have or have not completed the process.

• Determine a process to get all new students into a support program

from their first semester at ECC.

• Humanize the Orientation process (in-person or online).
• Improve the efficiency & clarity of communication with students.

Board of Trustees Agenda/Student Services - April 16, 2018 - Page 9

Other Process Improvements

• Review business processes in Human

Resources and Fiscal Services to increase efficiency & usability by implementing new technologies.

Board of Trustees Agenda/Student Services - April 16, 2018 - Page 10

Questions?

Board of Trustees Agenda/Student Services - April 16, 2018 - Page 11