Rio Salado College

Welcome CenterThe Wave of the Future

Student Affairs & AdvancementAugust 2014

Will assists students and visitors to the college in a modified approach

Will provide a dynamic first point of entry to the college

Will greet hospitably, cordially, and with courtesy on the phone, web, email, chat and in-person

The Welcome Center

Structure • Space • Technology • Training • Communication

To provide timely and accurate information and appropriate services about college programs, services and procedures to students, faculty, staff and the community at large in a manner that is pleasant and inviting in-person, on the phone, and through the public website.

Efficiently and effectively support students

Engage supplemental, program-seeking & special population students

Strengthening the student experience

The Welcome Center Vision

To evolve the “One Stop” approach into tiered levels of guided support.

To strengthen the student experience – provide/anticipate student needs at the point of first contact.

To maximize resources to be more efficient and effective centered on the type of student (supplemental or program seeker)

To support SSE, SSI, IMOR2, and SEM initiatives

To redirect resources by establishing a targeted process flow

To provide better overall student and employee experience

The Welcome Center Concept

Strategic Plan Goals

Goal 1: Teaching & Learning - enrollment processes & resources

Goal 2: Student Success - requirements, retention & goal attainment

Goal 3: People Development & Communication - standard tools & training

Goal 4: Blue Ocean & Innovation – support & engage students

Governing Board Outcomes 1.1: University Transfer Education & General Education 1.2: Workforce & Economic Development 1.3: Developmental Education 1.4: Community Development and Civic and Global Engagement

The Welcome Center Connection

During non-peak and peak times, we average 50-200 calls per hour, respectively.

Formula was used to determine the staffing needs for the triage model structure.

36% of calls are handled by 3rd party vendor & the Outreach Center for the general phone line which Tier 1 would handle.

64% of calls being new/continuing students that would be handled by the Welcome Center and then warm transferred to Academic Advisement (program seekers).

The Data

1) Reduce the rate of transfer calls throughout the college.2) Improve customer dissatisfaction with services and

information provided.3) Improve phone structure and reporting to better analyze

how phones are being used.4) Improve training and assessment to ensure better

customer service 5) Improve structure to more adequately support the

diversity of our student population.

Business Needs & Challenges

Create a “One Phone Line” approach to better route calls Enhance the student experience through a tiered approach Reorganization of the public website 1st floor physical location Formalized training structure Incorporate quality assurance measures Improve customer service and employee engagement Leverage existing technologies and resources

The Welcome Center Ideals

Students

Tier 1

Tier 2

Tier 3

Tier 4

The Tiers of Service

Tier 1 – First Point of Contact & TriageTier 2 – New & Supplemental StudentsTier 3 – Program SeekersTier 4 – Judicial Affairs & Resolution Center

Greet/welcome all students, staff and visitors to the college 25 part-time staff (existing, new & work study students) High customer service; friendly; responsive; professional First-point of contact Quick Response (~ 3 minutes)

Qualify/switchboard If General Info – Triage Handles

Directions, Hours, Locations, Services, etc. Contact Information

If Transfer Continuing student; Public /General Questions; Direct Line Transfer

If program seeker or non-program seeker If a new Lead, New or Continuing student, General student inquiry

Lead, New, General will go to Welcome Center (Tier 2)

The Welcome Center – Tier 1

Transferred from Tier 1 Call duration ~8-10 minutes Grade 8, 9 & 10’s

Determine student type – only actual students will go here. Supplemental and New, Welcome Center will Quick Admit

Pre-requisite approval Basic Advising Payment info/options/FAFSA Enrollment Self-Serve process State Authorization Placement Testing/ Prior Learning/Transcripts

Program Seeker, Welcome Center will Quick Admit After QA, warm transfer to Advisement

HSE, CBW, Military, etc. – warm transfer If Lead, enter into CRM

The Welcome Center – Tier 2

Academic Advisement

Current staff

Additional focus on program seeking students

RioAchieve Grant expansion

Re-focused for academic advising

Student advocate through student life-cycle

Supplemental support for Welcome Center

The Welcome Center – Tier 3

The Welcome Center Flow

Incoming Calls

Tier 1 (Triage Welcome Center)

Part Time (25)

· Greet Welcome· High Customer Service· Quick Response· Transfer to appropriate line

Tier 2 (Welcome Center)

Grade 8 Fulltime (20)

1. Supplemental and New, Welcome Center will Quick

Admit

· Pre-req Approval

· Basic Advising

· Payment Info/Options

· Enrollment

· Self-Serve Process

· State Authorization

· Placement Testing

· Prior Learning/Transcripts

· FAFSA

2, Program Seeker, Welcome Center will Quick Admit

· After QA, warm transfer to Advisement

· Or follow-up by advisor if student has not completed

placement testing, etc.

3. HSE

4. CBW

5. If Lead enter into CRM

6. Military

Academic Advisement

New Student?YES

Program Seker YES

Transfer to appropriate

department/partyNO

Dean of Enrollment Services

Director or Enrollment Services

Welcome Center Manager/Supervisor

….. …..

Tier 1 Leads(2) Tier 2 Leads(2)

Division

Leader

Director

Judicial Affairs and Resolution Center Responsible for the interpretation and enforcement of the College’s Student

Code of Conduct and Regulations related to all alleged acts of academic and non-academic student misconduct.

Provides proactive programming and educational interventions in an effort to foster the development of student responsibility and community-minded behavior.

Protects the rights of individuals accused of violating College rules and regulations.

Provides a fair, supportive, and timely hearing process to address instances of alleged violations of College rules and policies.

Establishes and enforces reasonable and clear limits designed to protect the community and the rights of its members.

Judicial Affairs – Tier 4

1) Call Recording – implement system, standards & training

2) Phone System - “one phone line” & tiered approach

3) Physical Space – Tier 1 & Tier 2 co-located

4) Training Structure – online & in-person training; standards; customer service & content specific

5) Quality Assurance – standards, dashboard & metrics

6) IVR System – IVR pop-ups, notes & training

7) Website Realignment – align to concept

The Welcome Center - 7 Projects

1) Physical Space - 1st floor location, related department restructuring, front desk included with supplemental college safety support.

2) Technology - IVR pop-up system, telephone system restructuring, call monitoring system, and related training development.

3) Structure - Tier 1, Tier 2, Tier 3, and Tier 4.

4) Training - development of training for the positions and Tiered levels (the focus of the training elements for the pilot phase of the training team).

5) Website - creation of Welcome Center landing page and appropriate restructuring of all related webpages to support the new model.

The Welcome Center Projects

Project Management – project charters, scope & requirements

Forming of Project Teams – expertise needs, size & members

Timeline of Projects – priority, dependency & alignment

Next Steps

Start Fri 4/11/14

Finish Wed

1/27/16

May 11,

'14 Jul 27,

'14 Oct 12,

'14 Dec 28,

'14 Mar 15,

'15 May 31,

'15 Aug 16,

'15 Nov 1,

'15 Jan 17,

'16 Call recording Fri 4/11/14 - Wed 10/1/14

Update phone systems Mon 7/28/14 - Mon 1/26/15

Reorganize physical layout of

department Mon 7/28/14 - Mon 1/26/15

Develop and implement a

formalized training structure Tue 1/27/15 - Tue 7/28/15 Quality assurance Tue 1/27/15 - Tue 7/28/15

IVR and RioCompass Wed 7/29/15 - Wed 1/27/16

Align website with Welcome

Center Wed 7/29/15 - Wed 1/27/16

Today