3 cs presentation

NEW FACULTY TRAININGThe 3 Cs: Compliance, Completion, and Customer Service

PURPOSE Compliance

Completion

Customer Service

To introduce a 3-point guide for success at Stanbridge University

Federal Department of Education

State Accreditor Bureau for Private Postsecondary Education

Accrediting Commission of Career Schools and Colleges

(BPPE) (ACCSC) Program-Specific Licensing Board

EDUCATIONAL TRIAD

STATE REGULATORS

State Licensing Board Each program at Stanbridge University is created to meet

the state licensing criteria Compliance includes:

Quality assurance of curriculum Faculty requirements

Examples: Vocational Nursing: California Board of Vocational

Nursing and Psychiatric Technicians (BVNPT) Registered Nursing: California Board of Registered

Nurses (BRN)

STATE REGULATORS

Bureau for Private Postsecondary Education (BPPE) The BPPE is a unit of the California Department of

Consumer Affairs charged with regulation of private postsecondary educational institutions in the state of California

Without BPPE approval, we cannot operate as a school in California

BPPE conducts routine announced and unannounced compliance inspections to determine compliance with standard minimum requirements per California Education Code, Title 3 and Title 5, California Code of Regulations

Consider the BPPE the “guardians of student complaints”

ACCREDITOR

National Accreditation Accrediting Commission of Career Schools and Colleges

(ACCSC) “Gatekeeper to Title IV” Outcomes driven:

Retention Completion Placement Licensure Student Satisfaction

ACCREDITOR

Regional Accreditation WASC Senior College and University Commission

(WSCUC) Stanbridge University is in the early application

process Also very outcomes driven Obtaining regional accreditation will strengthen

Stanbridge’s reputation as a leader in healthcare education

ACCREDITOR

Programmatic Accreditation Most Stanbridge programs also have additional

approval by programmatic accreditors Program quality assurance Faculty requirements Completion, licensure, placement

FEDERAL REGULATIONS

Important Federal Regulations ADA ADA-P FERPA Title IX

FEDERAL REGULATIONS

Americans with Disability Act (ADA) Treat any requests with the highest levels of confidence If a request for accommodations is received direct student to

contact: Sasha Heard, Director of Accreditation and Compliance [email protected] 949.794.9090 x5206

Send Sasha an email with student name and any known details

Note in student’s file that a request has been made and that student was referred to the ADA Compliance Officer

Instructor does NOT attempt to give accommodations to student him/herself—this is a huge compliance violation

mailto:[email protected]

FEDERAL REGULATIONS

Americans with Disability Act (ADA) – cont. If request for accommodations is approved by

the ADA Compliance Officer, the instructor is notified of the approved protocols Hold this information in the highest of

confidence Do not discuss accommodations in front of

other students

FEDERAL REGULATIONS

ADA - Pregnancy Similar to ADA, a pregnant woman may ask for accommodations

Weight-lifting restrictions, standing on feet, etc. If a request for accommodations is received direct student to


Send Sasha an email with student name and any known details Note in student’s file that a request has been made and that

student was referred to the ADA Compliance Officer Instructor does NOT attempt to give accommodations to

student him/herself—this is a huge compliance violation


FEDERAL REGULATIONS

ADA – Pregnancy – cont. If request for accommodations is approved by

the ADA Compliance Officer, the instructor is notified of the approved protocols Hold this information in the highest of

confidence Do not discuss accommodations in front of

other students

FEDERAL REGULATIONS

Family Educational Rights and Privacy Act (FERPA) Protected information cannot be given to anyone

other than the student unless student has signed a release form

Do not discuss any details related to protected information (gender, race, ethnicity, sexual orientation, etc.) in front of others

Do not discuss details regarding grades, GPA, probationary status, etc., in front of others

FEDERAL REGULATIONS

Title IX (of the Education Amendments of 1972) Protects students from discrimination based on

sex, including sexual violence Institutions must operate in a non-discriminatory

manner As an institution, we are reporters of any assault

or abuse based on gender disclosed to us, on or off campus

If an assault is happening or has just happened and safety is a concern call 911.

FEDERAL REGULATIONS

Title IX (of the Education Amendments of 1972) – cont. If student is in no immediate danger then direct student to


Send Sasha an email with student name and any known details Note in student’s file that a request has been made and that

student was referred to the Title IX Compliance Officer We will then investigate the incident and provide remedies as

necessary


BIGGEST COMPLIANCE ISSUE?Program Hours!• Instructors are attesting students are in class

the advertised time• Instructors do NOT end classes early!• Watch break/lunches – do not extend• If program is 1808 hours then students must

get 1808 hours of instruction

WHY DOES THE GOVERNMENT CARE ABOUT PROGRAM HOURS?Financial Aid!• Federal government concerned with student

loan debt and ability to repay• Students get aid based on credit/clock hours• If clock hours are modified, students are

technically receiving too much money

INSTITUTIONAL COMPLIANCE ISSUES

Uniforms: Enforce dress code Students appreciate structure and form;

consistency Don’t let some students flaunt the rules

Does not lend to faculty credibility to stay silent

Start by modeling behaviors and rules yourself


Food & Drink No food in classrooms Drinks must be in a closed container High level of technology in classroom; expensive

damage can be sustained if food or drink spills Limited numbers of back-up computers for

exams; no one wants to use a sticky, gross keyboard


Enforcing the Rules Always be respectful; never single any one

individual out Have a private conversation outside or after

class If there is a classroom-wide issue then it is

appropriate to discuss with the class as a whole


Cheating: Walk the classroom! If you catch a student cheating, have the

conversation in private 1st offense – zero on the exam 2nd offense – dismissal from program

eRosters: Accurate attendance ensures instructional hours are computed accurately

STUDENT CODE OF CONDUCT

Alcohol/Drug Use Notify your Program Director if you suspect a

student of being under the influence; don’t look the other way!

Keep in mind an allegation isn’t enough; it must be something that can be substantiated

Smell on the breath, dilated pupils, strange behavior, witnessing actual alcohol/drug usage

Your Program Director will contact the Dean of Students and the issue will be investigated


Bullying - a nationwide problem Definition: The aggressive and hostile acts of an individual or group of

individuals who are intended to humiliate, mentally or physically injure or intimidate, and/or control another individual or group of individuals.

Such aggressive and hostile acts can occur as a single, severe incident or repeated incidents, and may manifest itself in the following forms:

Physical Bullying includes pushing, shoving, kicking, poking, and/or tripping another; assaulting or threatening a physical assault; damaging a person’s working or studying space or personal property; and/or damaging or destroying a person’s work or study product.

Verbal/Written Bullying includes ridiculing, insulting, or maligning a person, either verbally or in writing; addressing abusive, threatening, derogatory, or offensive remarks to a person; and/or attempting to exploit an individual’s known intellectual or physical vulnerabilities.


Bullying – Definition (cont.) Nonverbal Bullying includes directing threatening gestures toward a

person or invading personal space, after being asked to move or step away.

“Cyber Bullying” is defined as bullying an individual using electronic form, including, but not limited to, the Internet, interactive and digital technologies, or mobile phones.


Bullying – a nationwide problem Zero tolerance for bullying on campus Do not look away Upon receiving a complaint, inform both your

Program Director and Student Services Betsy Peyton, Dean of Students [email protected]; x5283 Cynthia Barahona, Director of Student Services [email protected]; x5158



COMPLETION

PATHWAY TO COMPLETION

Student Orientation Depending upon the program, students attend an

exhaustive, extensive orientation that lasts 2 – 4 days Students do NOT sign their enrollment agreement until the

last day of orientation has been completed By this time students have reaffirmed their commitment to

success and why they are here Students go into their program understanding the

expectations that have been set regarding rigor of coursework, time commitment involved, and they have a clearly defined goal and pathway to that goal


Students’ Ultimate Goal: to Help Others To help others must get job To get job must pass licensing exam and get

license To get license MUST COMPLETE PROGRAM To complete program ?????


Completion Begins Before the Course Even Starts Know your syllabus inside and out Come to class prepared Engage your students


Course Syllabus Contract between school and student Stick to it!

If you are 1 ½ - 2 hours behind or ahead of schedule, let your Program Director know

It adds up quickly and can affect how content fits into major blocks for testing


Come to Class Prepared Strong correlation between instructor preparation

and students’ desire to continue in the program Have a Compass: objectives for the class session

State at beginning of class; use them to navigate the class

Repetition Recap each concept before moving on to the next Each time recap previous concepts as well (i.e. finish

concept 1, recap, finish concept 2, recap 1 & 2, finish concept 3, recap 1, 2 & 3, etc.)


Engage Student in the Classroom #1 complaint: reading from PowerPoints #2 complaint: making tests too easy by

giving all answers before hand during review Raise the bar; set high standards, give

students the opportunity to rise to those standards


Teaching Tip to Dramatically Improve Student Retention Use the student’s name!

Retention can improve by as much as 15% when calling the student out by their name

Student feels that you know who they are Students feels like they belong Strengthens student’s desire to stay in class

CUSTOMER SERVICE

BALANCING ACT

Customer Service

Enforce Rules & Requirements

CUSTOMER SERVICE

Balancing Act Providing a service (education) while upholding rules

and standards Be courteous, respectful but still hold students’ feet

to the fire Model the rules, communicate well with your students

GOT RRRRS

GOT RRRRS

What are the GOT RRRRs? Framework for student success meeting career

milestones 1 – graduating program 2 – passing licensing exam on first try (probability of passing

on second attempt drops to 50%) 3 – obtain license/certification 4 – get a job in field they studied in 5 – keep the job advance

Tips, tricks, and skills garnered from previously successful students

GOT RRRRS

G = Groups O = Organization T = Tutoring

R = Read Ahead R = Rewrite Notes R = Repetition R = Respect

GOT RRRRS

G = Groups Students meet regularly, study, rotate leadership Diversity within group helps identify strengths and weaknesses Group work embodies what employers want Small groups = selfishness

By helping others in the group, the student is actually helping themselves

Repeating concepts for others further solidifies own learning

GOT RRRRS

O = Organization Time Management = #1 issue student will have Most students will drop or be withdrawn after 1st

semester/term Out of those students, 95% drop or are withdrawn because

they can’t juggle responsibilities Carnegie unit 1: 2 (two hours of studying for every one hour

of instruction) Breaks down to about 3 hours of studying per day for

our students

GOT RRRRS

T = Tutoring Tutoring is not free Payment? The student’s time, the time of those helping Students should not feel ashamed to ask for help Smart kids ask for help Many resources available to student

Instructors Learning Resource Center (LRC) Peer Tutoring

GOT RRRRS

R = Read Ahead Syllabus is important, must be accurate to help student Students come prepared to discuss and interact if they are

already familiar with content Student will know where they need help and what they already

know will be further driven into long term memory R = Rewrite Notes

Students should take notes, then rewrite to help with retention Students need to be able to read and understand them 6-9

months later Having notes for term exit exams is critical

GOT RRRRS

R = Repetition 7 impressions to form short-term memory Visual, auditory, and kinesthetic “practice” Long term memory? Varies for each individual but many, many

more repetitions over 7 R = Respect

Golden rule First person the student needs to respect Themselves If the student respects themselves, they’ll respect their

colleagues

THANK YOU