Student Services AQIP Committee

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Student ServicesAQIPCommittee
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Student Services AQIP CommitteeReport to AQIP
CouncilAction Plan to Improve and Expand
Services to Students
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The first two meetings of the year evolved around
selecting an action project.

• Suggestions Included
• 1. Creating a Master Enrollment Plan
• 2. On-Line Registration
• 3. Evening Students (How do we provide
  services?)
• 4. Needs Assessment
• 5. Counseling Services
• 6. Distance Learning
• 7. Emergency Funds
• 8. Daycare
• 9. Bookstore
• 10. Support System
• 11. Student Complaints (collecting, analyzing,
  reacting)

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Selected Action Project

• The creation of a student services system that
  supports all student needs.
• 2006-2007 Strategic Plan Objective 37
• Expand and improve services to students.

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This action project was approached from the
following perspectives

• What does Student Support Services need
• right now to improve?
• As the college proceeds with its Change of
• Mission what will Student Support Services
• need to be able to expand?
• 3. The SS-AQIP Committee has since its inception
  included
• other support services other than what are
  directly under the Dean of Student Services.
  (i.e. Bookstore and Child Care Center)

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Student Services AQIP Committee Members

• Alfredo Montoya, Chair
• Paula Reid, Vice Chair
• Kim Dickman, Recorder
• Sharon Dileo, Recorder
• Guido Gellis
• Jan Dawson
• Jeannie Roybal
• Liza Przyllas
• Frank Orona
• Stephanie McReynolds

• Jacob Pacheco
• Julie Abeyta
• Hilario Romero
• Rosalie Gallegos
• Deborah Trujillo
• Pam Montrose
• Mike Costello
• Carmella Sanchez
• Betty Lujan
• Richard Sedillo

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Student Services AQIP Action Project Schedule
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Student Services AQIP Action Project Schedule
Cont.
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SWOT (Strengths, Weaknesses, Opportunities, and
Threats)

• After lengthy discussions, the committee decided
  to embark on doing a SWOT analysis.
• The SWOT analysis is an extremely useful tool for
  understanding and decision making for all sorts
  of situations. It also provides data.
• SWOT assisted the committee in the brainstorming
  action project and provided a good framework for
  determining position, direction, strategy and
  problems.

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Because of the nature of the action project it
was recommended that the committee focus only on
weaknesses and opportunities.The following are
the weaknesses identified

• Admissions
• No admissions officer
• No access to student records
• No signage
• No high school transcripts
• Delays affects others

• Communication
• Need for better communication within student
  services
• Ineffective student broadcast
• No daily list of cancelled classes
• No materials to support new programs
• Need meetings to facilitate changes, etc.
• Lack of communication on student activities
• Need better information sharing
• Poor communication
• Fragmented communication among students, staff,
  and faculty

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Identified Weaknesses Cont.

• Financial Support
• Professional Development Budgets are not funded
  adequately
• Operating budgets for various offices too limited
• Insufficient travel budgets
• Low professional salaries
• Lacking Financial Support for adequate staffing
  patterns.

• Dean of Students
• No leadership
• Need Dean who focuses on student services
• Need full-time Dean (spread too thin)
• Need full-time Dean
• No full-time Dean of Students

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Identified Weaknesses Cont.

• Food Services
• Need to look at food service

• Growth Concerns
• Bachelor Programs on fast track
• Plans for expansion too far off

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Identified Weaknesses Cont.

• Physical Space
• Inadequate space for services
• Bookstore too small
• Not enough space for bookstore
• More cash registers needed for bookstore
• Lack of office space
• Distance to El Rito
• Location of student activities coordinator
• Need larger facility
• Need more buildings
• No staff lounge
• No sitting areas for students waiting for
  services
• Inadequate space for student access (not unified)

• Human Resources Director
• No human resources
• No human resources director

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Identified Weaknesses Cont.

• Technology
• Technology and support
• Technology is too slow at times (banner,
  internet, etc.)
• Need larger computer support staff
• Banner conversion for student records
• Need to increase and improve support
• Banner access for advisors
• Lack of online registration
• Need online everything soon
• No online registration

• Recruitment
• No official recruiters
• No recruiters
• No recruiting

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Identified Weaknesses Cont.

• Staffing Needs
• No professional development opportunities
• No professional development budget
• No training on banner system
• Lack of significant professional development or
  training
• Lack of professional development opportunities
• Long lines at bookstore during rush
• Lack of personnel recruitment
• Understaffed in specialty needs department
• Not enough staff for facility
• Not enough staff in some areas
• No full time permanent support staff for advising
• No full time permanent support staff for advising
• Long financial aid check disbursement lines

• Student Needs
• Lack of counseling services (only special needs)
• Tutoring services for all subjects
• No career services

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Identified Weaknesses Cont.

• Weekend Evening Support
• No evening administration
• Inadequate evening support
• No evening availability of staff services
• Need Advisement
• Need Financial Aid
• Need Bookstore to be open
• Need Special Needs
• Need Registration
• Need Recreation
• Increase evening and weekend hours
• No night time services

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A subcommittee was created to further flesh out
weaknesses and opportunities.

• The top five weaknesses were identified
• 1. Weakness Inadequate Staffing
• Objective A
• Expand student services staffing to meet
  service needs
• Strategy
• Obtain funding commitment from the Office of
  the President.
• Tactic
• Provide data that supports the need for
  increasing staff

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1. Weakness Inadequate Staffing
Cont. Objective B Retain current
qualified staff Strategy 1. Recommend that
the Office of the President grant
appropriate salary increases to be
competitive with other colleges. 2. Recommend
that the OOP also offer other perks,
professional growth, and other incentives. Tacti
c Utilize comparative salary data from other
colleges. Assess Northerns employee attrition
rate.
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2. Weakness Inadequate Infrastructure
Objective Expand and upgrade facilities
and infrastructure to accommodate the
growth of Student Services staff and
service. Strategy Achieve expansion of
facilities by date projected by the Facilities
Department. Tactic Provide current data and
college comparisons as appropriate. Continue
current planning design from the
Facilities Department.
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3. Weakness Insufficient Weekend and Evening
Services Objective Develop weekend and
evening services. Strategy Obtain funding
commitment form the Office of the
President. Tactic Provide data that
supports the need to create weekend and evening
services.
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4. Weakness Communication Concerns Objective
Improve communication among all facets of the
college community. Strategy Obtain
commitment for improved communication by all
departments and the Office of the
President. Tactic Provide data that shows
need.
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5. Weakness Insufficient Technology Objective
Improve and expand technology services
institution-wide. Strategy Obtain
funding commitment from the Office of the
President Tactic Provide current data
and technology assessment conducted by the
Chief Information Officer to show need.
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The Following are the Threats Identified

• Staff Concerns
• Staff reaching age of retirement
• Students will have to stand in long lines to
  register
• Underpaid staff
• Lack of respect and awareness for the importance
  of student service
• Work overload
• Inevitable increased Student-to-Staff ratio
• Not enough staff to handle increased amount of
  students
• Over-extended staff
• Not enough staff
• Students will not be able to get 1-on-1
  advisement
• Leadership in Student Support and full-time Dean
  of Students

• Financial Concerns
• Increased tuition
• Need more money to do more
• One tuition level for all at upper division
  tuition fee
• High cost of tuition
• Different tuition fees
• Increasing tuition may result in reduced student
  enrollment
• Lack of resources to support expanded student
  support services
• Lack of funding
• System of funding
• Increased need for student loans
• Financial aid limitations (limited dollars)
• Administration may be set in its ways with
  staffing and funding

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The Following are the Threats Identified Cont

• Facilities and Equipment
• Lack of space for students to meet, sit, etc.
• Not enough building space
• Weight Room is too small
• Not enough cardio equipment in the Gym
• Need more computers in common areas for students
  to access to banner information, etc.
• No place to sit outside in the shade
• Need for classroom space
• Facility growth lags behind student enrollment
  growth
• Competitive salaries
• Ineffective student service by one person offices
• Not enough funds to expand students and
  facilities
• More buildings and space needed to accommodate
  growth

• Staff Concerns Cont.
• Not enough faculty for growing college
• Need alternate VA representative to handle
  increase in Veteran Students
• Not enough staff for growing college
• Need alternate GED examiner to handle more
  students
• Inability for one registrar to review transcripts
  from incoming transfer students
• Lack of Human Resource Officer
• Placement Shortcomings
• Staff burn-out leading to apathy

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The Following are the Threats Identified Cont

• Competition
• High School Counselor Support Lacking
• Competition from other colleges with more
  resources
• Growing pains
• Grow too quickly
• Experimental Baccalaureate Program that are not
  tried and true

• Lack of Communication
• Forums within which discuss multi-cultural issues
• Open communication not encouraged
• Fear of open dialogue
• Not enough communication informing people of
  changes
• Lack of knowledge about intellectual freedom

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The Following are the Threats Identified Cont

• Academic Instruction Demands
• Disparity between advanced students and remedial
  students
• Department heads will not be able to register or
  meet individually with students
• Instructors will not be able to grade all the
  homework
• Students will not be able to get advisement while
  registering online
• Lose one-on-one interaction with students
• Instructors will not know students by name nor
  there one-to-one discussions
• Need more classes at a variety of times

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The Following are the Opportunities Identified

• CIO
• CIO-Banner
• New CIO provides opportunity to improve
  communication
• New CIO to help with technical communication
• CIO
• CIO to help make sure grades are available by
  deadline
• CIO to assist with implementing Banner on-line
  registration

• Funding
• Increasing revenue
• Institutional support funding
• State and community support
• Education Bond provide financial opportunity

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The Following are the Opportunities Identified
Cont

• Recruitment
• To attract students from the region
• Centralized campus makes recruitment easier
• New boost with new Recruitment Director
• Recruitment offers opportunity to grow the
  college
• To increase Native American enrollment

• Customer Service
• Students should be approached in a positive,
  respectful, and professional manner
• To personalize services to students
• To improve (customer) student service

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The Following are the Opportunities Identified
Cont

• Professional Development
• Opportunity to develop a partnership
  and/Memorandum of understanding with ENIPC
  (American Indian)
• Organization for Grant proposals
• Grants for student services endeavors for SOL and
  EOC funding
• Title V Grant
• Training
• Planning and Development for grant writing

• Staff Hours
• Flexible work schedules
• Flexible work hours
• AQIP
• AQIP structure provides opportunity to bridge the
  communication divide
• AQIP process can help create changes
• AQIP process can make things happen
• AQIP process

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The Following are the Opportunities Identified
Cont

• Staffing
• Travel director to arrange for all travel and
  save college money
• Re-structuring to help Dean of Students
• To get full-time Dean of Students
• Possible re-design of student services

• Expanded Service
• Students want GYM open on weekends
• To expand evening services to students
• To develop an information center after 600 p.m.

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The Following are the Opportunities Identified
Cont

• Facility Infrastructure
• Tuition waivers
• Low tuition
• To develop off-site center for distance education
• Larger Bookstore with warehouse to eliminate
  safety hazard of having boxes on sales floor
• Students Union Building open 800 a.m. until 800
  p.m.
• Student Center planned
• Students need lockers in Cosmetology and
  Barbering
• Students want new cardio equipment in the Gym
• Bookstore needs more cash registers and cashiers
• Students want new weight room equipment in the Gym

• Communication
• Inter-departmental Communications on activities
• 800 number to be listed on website so students
  can be informed of campus closings, etc.
• Planning that will ensure that all departments
  are notified of project involvement
• Opportunity to create open forums within which to
  discuss multi-cultural issues

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The Top Three Opportunities

• The top three opportunities were identified
  as
• 1. Opportunity Student Support Service Staffing
• Objective A
• Expand student support services staffing to
  meet service needs. Top priority given to full
  - time Dean of Student Service and Full Time
  Register.
• Strategy
• Obtain funding commitment from OOP.
• Tactic
• Provide data that supports the need for
  increasing staff.

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• 2. Opportunity Professional Development
  Training
• Objective
• Increase professional development
  opportunities and training for Student Service
  staff.
• Strategy
• Obtain funding and develop policy, practices,
  and procedures for professional development.
• Tactic
• Asses current practices and compare with other
  institutional data. Asses need or voids from
  employee input.

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• 3. Opportunity Chief Information Officer
• Objective
• Hire a qualified CIO to strengthen MIS
  services and specifically to provide Banner
  Support to users
• Strategy
• Obtain the commitment to hire a CIO.
• Tactic
• Supply data that shows need for this position.
• (As of the time of this writing, a CIO has been
  hired.)

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Choice to do SWOT and Process Improvement
Exercises

• Committee opted to pursue doing both a SWOT and
  the Process Flow Chart.
• Both netted the same results. The process
  Improvement Flow Chart exercises went into more
  depth and provided more specifics. The SWOT
  provided data.
• Allowed committee to examine Root Cause Analysis
  and fleshed out the problems and subsequent
  solutions.

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Data Mining

• Data mining occurred over a two week period and
  included research into the following documents
• The data mining by the committee involved a
  holistic approach and incorporated all the
  collective knowledge and experience of the
  committee members as well as other college
  personnel.
• 2005 2006 NNMC Strategic Plan
• 2006 - 2007 NNMC Strategic Plan
• 2006 Self Study Change of Mission Report
• 2006 System Portfolio Report
• Higher Learning Commission Check Up visit
  Report November 16, 2006
• 2005 New Mexico Legislature documentation on bill
  that restores NNMCs original constitutional
  mission
• AQIP Council Minutes
• 2006 Student Satisfaction Survey
• 2006 Staff and faculty Survey
• 2005 needs Assessment NORED
• 2005 New Mexico Legislative Bill authorizing NNMC
  to offer four year programs
• Board of Regents Meeting Minutes

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Data Sharing

• Occurred during the course of two meetings and
  data shared was the basis (source) that guided
  the subsequent exercises.
• 2003 New Mexico State Legislature SB 163
  Authorizing Northern New Mexico State School to
  develop/implement a Baccalaureate Degree Program
  in Teacher Education.
• 2005 New Mexico State Legislature Adopted
  SB.594 Changed name to NNMC and removed the
  two-year limit on accredited level academic
  institution.
• November 15, 2005 NNMC Strategic Planning Retreat
  Vision Statement By the year 2010, Northern New
  Mexico College will have six distinct colleges
  and each will offer at least one baccalaureate
  degree, and will excel and expand in quality
  education while maintaining the college community
  mission.
• November 15, 2005 NNMC Strategic Planning Retreat
  Opportunity 1 Improve Recruitment to meet
  enrollment goals (1500 FTE 2600 HC by 2010 Pg. 32
  38 Pareto Chart)
• November 15, 2005 NNMC Strategic Plan Pg. 39
  Objective 34 Ensure that staff have adequate
  resources and support to accomplish enrollment
  goals
• Change of mission Self Study (page 15) 10 new
  Bachelor Degree Programs will be offered.
• Higher Learning Commission Quality Checkup
  Response In undertaking such a large scale
  change, the team suggests that the administration
  be diligent in attending to the voices and needs
  of all organizational members and ensure that
  they are listening to and responding to the human
  side of the change equation. Over communication
  should be the norm.

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Data Sharing continued

• The college is undergoing three major changes
  including transitioning to a quality culture,
  incorporating a new administration software
  system (SCT Banner) into their operations, and
  adding four year programs to a very successful
  community college with deep roots into its
  community
• h) 2006 Student Satisfaction Survey
  Opportunities for Improvement in the areas of
  Evening Classes support, Admission, Bookstore
  efficiency, Disbursement of Financial Aid Grants,
  Course Scheduling, Registrars Office, Special
  Needs, Work Study Program, Job Placement
  Services, Tutoring, Communication with students.
• i) Change of Mission Self Study ( page 13)
• 50 evening students
• 81 test into Developmental Studies
  Math/English
• Gender - 64 Female, 36 Male
• 6 American Indian enrollment
• Age 30 years Average

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Metrics

• a) Student Satisfaction
• 1.) Courtesy of staff
• 2.) Customer Service
• 3.) Knowledge of staff
• b) Number of students assisted
• 1.) By specific office
• c) Actual cycle time (by specific office)
• d) Number of Evening Students assisted
• e) Recruitment by Ethnicity, Gender, Age
• f) Employer Satisfaction

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Metrics Continued

• g) Number of staff required for optimal services
• h) Technology capabilities
• i) Staff/ faculty satisfaction
• j) Staff professional development need
• k) Consumer information capabilities
• l) Campus Crime Statistics

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Problem Brainstorming

• Problem brainstorming entailed each committee
  member identifying as many problems within
  Student Support Services as they could think of.
  Each member utilized a sticky note pad to list
  the problems separately on the board. Directions
  were provided to insure members identified
  problems not solutions. A total of seventy five
  (75) problems were identified by the committee.

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Problem Affinity

• The Committee affinitized the problems by each
  member having several opportunities to sort the
  individual post it notes in similar (common)
  Categories. Each category was then provided a
  name (title).
• Communication issue (n13)
• Need better way to communicate with students
• (Immediate) Find more ways to better inform
  students
• Everyone should have NNMC e-mail for letters,
  communication
• Need e-mail or hot line services from all
  departments
• Need to address issues of censorship of Broadcast
  (communication)
• Webpage daily update
• Better communication

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Communication Issues Cont.

• Better communication across departments
• An 800 line for Northern
• 1-800 phone line
• (More problems submitted by e-mail)
• A closure alert notice placed on the front
  of the NNMC website.
• A toll free number so that students (adjuncts
  
• and others) who travel long distances can
• check for campus closings or delays.
• Not everyone has the luxury of internet
• everyone needs to be informed (adjuncts,
• all students) that they are
  entitled to an
• NNMC e-mail account. Streamlined, open, and
  easy
• to acquire.

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2. Staffing Problems (n13)

• Staffing needs to increase as we grow
• Expand Recruitment Office
• Separate student counseling and Special Needs
  services
• Need for expanded Special Needs staff and
  services
• Increased staff for Special Needs
• (Immediate) Improve structural organization at
  Admissions Office for better efficiency.
• Admissions staffing
• Admissions-more staff for input, telephone, etc.
• Increase of staff in most departments
• Defining/redefining staff job duties
• Weekend staff
• Staffing in the evening
• Night/evenings staff

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3. Position of Registrar/Dean of Student
Services/etc./etc too large (n11)

• Too much work for registrar. Need more staff,
  policies, and procedures.
• Full-time Dean of Student Services
• Need for separate Dean of Student Services
• Full-time Dean of Student Services
• Full-time Dean, registrar, and Banner support
  specialists
• Full-time registrar
• Hire full-time registrar and dean
• Need proactive registrar and Dean of Students,
  both full-time
• Need strong representation on presidents council
  by registrar and Dean of Student Services
• Increase pay for positions to recruit qualified
  applicants. Registrar.
• Full-time registrar

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4. Inadequate Building/Infrastructure (n11)

• Need more food services for students
• Need safe/fun place for students to stay between
  classes
• Student union building with all student services
  needed
• Need for student union with larger bookstore
  space operation, larger food service, student
  meeting space, etc.
• Student housing with appropriate staff
• Housing for students on Espanola campus
• Bookstore facility
• Bookstore space
• Convenient Student Services arrangement
  (building)
• Before Student Service building, need to expand
  current S.S. space and improve facility
• Need more signage on campuses

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5. Registration Issues (n5)

• Clear policies and enforcement for late
  registration
• Lack of on-line registration
• Need on-line registration
• Need better system to advise and register
  students
• Deadlines not being met and no enforcement to see
  that they are.

• 6. Banner Concerns (n4)
• Lack of Banner-IT support
• Banner training through all student service
  departments
• (Immediate) Banner support and training
• More Banner training/trainer

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7. Web Concerns (n3)

• Develop strategy to serve students who are off
  campus or web-based
• Need more Web courses
• Dedicated Web page for Bookstore, on-line
  ordering, faculty adoptions, policies, hours

• 8. Professional Development (n3)
• Profession development opportunities of staff is
  critical
• Need customer service training on regular basis
  and required
• Improve customer service. Stop sending students
  back and
• forth.

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9. Financial Aid Concerns (n3)

• Need expanded dollars of financial aid to support
  increased costs and additional dollars
• Need better system to distribute financial aid
  checks
• Need better way to purchase books if purchasing
  through financial aid

• 10. Need More New Student Orientations,
  Information (n2)
• Need for enrollment checklist for part-time,
  evening students
• Need for enrollment checklist for full-time
  students

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11. Insufficient Student Computer Access (n2)

• More computer stations/printers for students to
  access information, records, grades, schedules,
  etc.
• Increase in computers and work stations for
  students

• 12. Other Problems, One Response Each (Student
  Services)
• Planning of each department to include all
  departments that
• will be affected by that planning
• Change academic forgiveness policy
• Need more/clear options to pay tuition
• Need ombudsman
• Need greater recognition and appreciation by
  Administration
• for S.S. (Faculty and Administration)
• Need for president or provost statement on
  freedom, open,
• free exchange
• Need for enrollment checklist for adjunct
  faculty
• Need for enrollment checklist for full-time
  faculty
• Staff and faculty book of procedures to walk
  them through
• different departments. Example, purchasing and
  travel

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Interrelationship DiagraphThe committee
worked with each of the problem areas to
determine which were the key drivers or outcomes.
This exercise encouraged committee members to
think in multiple directions rather than
linearly, and allowed the committee to explore
the cause and effect relationships among all the
problems including the most controversial. Key
areas emerged naturally not allowing for any
issues to be forced by a dominant committee
member. The results are depicted in the following
diagraph
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Solution Category KeyA Staff
Increases/ChangesB Improve Professional
DevelopmentC Improve Communication w/in
Student ServicesD Improve General Campus
CommunicationE On-line RegistrationF
Facilities Improvement Expansion
Interrelationship Diagraph
A 5/4
F 2/4
B 3/2
C 5/4
E 3/3
D 2/4
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Problem PrioritizationThe committee prioritized
the problems that had been identified by allowing
each member to vote for four of the problem
categories that were posted. Each committee
member received one more vote than half. There
were seven categories. Pareto Charts depicting
the results are shown below.The information on
the left was compared to the groups perception
of priority for the problem areas as derived from
the last meeting.
AInsufficient Communication (3/6) BStaffing
Problems (5/2) CRegistrar/Dean
(6/1) DInadequate Infrastructure
(3/1) ERegistration Issues (2/6) FBANNER
Concerns (3/5) GWebsite Concerns (3/4)
A Insufficient Communication (3/6) B Staffing
Problems (5/2) CRegistrar/Problems
(6/1) DInadequate Infrastructure
(3/1) ERegistration Issues (2/6) FBANNER
Concerns (3/5) GWebsite Concerns (3/4)
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Root Cause Analysis

• This exercise created a snapshot of the
  collective knowledge of the committee around each
  of the problems. The committee was guided to
  focus on the content of the problem, not the
  history of the problem or differing personal
  interests of committee members. It also focused
  the committee on causes not symptoms. The
  committee was asked to provide input into
  creating the following fishbone diagrams by
  noting their top and second reason (causes) that
  contributed to the effect (problem). The
  responses allowed the committee to identify the
  root cause for each problem. The fishbone
  diagrams for each problem area are as follows

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Staffing Patterns
Not Enough Staff Development Opportunities
No Full-time Personal Counselor
Not Enough Recruitment
Coordination w/Recruitment not good
Staff Retention
No transcript specialist
Segmented activity
No career testing
Switchboard not enough
Registrar not separate
Customer service problems (turn-around time for
services transcripts)
No admissions director
Lack of Central Information Center
Coordination w/Recruitment not good
No Central Off-Site Coordinator
No Evening/ Weekend Coverage
No Career Planning or Job Placement Services
Admissions/ Records Inefficiency
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Insufficient Communication
No Main-line Communication from Stu Svcs to Admin

SS Depts. Don't Know What Each Other is Doing
Lack of central information center
Intranet
Web PIT handling this
No 1-800 number
No regular SS meetings
Closure Alert Notice
Military Time Too Confusing
No daily activities listings
Too Delayed Knowledge of Canceled Classes
Insufficient Communication
Effects scheduling of classes Mike's schedule
Retention Impacted
No orientation
Impacts other depts.
Don't know info, processes services
Book adoptions
Grades Not Reported in a Timely Manner
No Posted Operating Hours for Depts.
No Clear Communicationw/ Off-Site Students
No Wireless Connections Yet
No Email Accts for Students/Pt Time Faculty
Info. On grades CR/NC Pass/Fail
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Student Services Facilities/Infrastructure
Student Union
Counseling Center
Copy center
Larger Bookstore
More Space
Computer lab
Meeting rooms
Student Senate
Am. Indian Affairs
SOL
Study rooms
Sp. Needs
Career Center
CAMP
Public Info Office
SS Facilities Infrastructure
Lockers
Improved Food Services
Expand Phys Ed. Facilities
Student Housing
Student Lounge
Student Activities
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Solution Brainstorming

• The committee reviewed the fishbone diagrams for
  each problem area as well as the documentation on
  the Problem Brainstorming, Problem Affinity
  charts, and Interrelationship Diagraph. The
  committee then wrote possible solutions on post
  it notes and stuck them on the chalk board.
  Members wrote one solution per note and were
  allowed to write as many solutions as they could
  come up with.

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Solution Affinity

• Committee members grouped the solution post it
  notes by their similarity to each other to create
  major categories for sets of solutions. The
  following is a list of those categories and the
  various solution suggestions associated with each.

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Solution Affinity Cont.

• A1. Staffing Increases/Changes Solutions for
  Present
• Implementation (35 responses total)
• Dean of Student Services (7 responses)
• Hire full-time Dean/Registrar
• Hire a full-time Dean
• Hire full-time Dean of Student Services
• Full-time Dean of Students
• Hire a full-time Dean of Student Services
  separate from Registrar
• Full-time Dean of Students using
  AQIP/Collaborative Model
• Full-time Dean of Students ASAP

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Solution Affinity Cont.

• Personal Counseling Staff (5 responses)
• Train or hire a full-time personal counselor
• Make a written policy for process of referral to
  counselor
• More counselors. Increase according to number of
  students.
• Hire a full-time personal counselor
• Additional Special Needs/Counseling staff person
  immediately

• Career Services/Job Placement (5 responses)
• Career Services Offices/Staff
• Hire a full-time Job Placement Services
  Coordinator
• Career Planning and Placement Services
• No Career Planning Job Placementwill hire new
  career services coordinator
• (Career Planning) Utilize business majors to act
  as career coach tutors

64
Solution Affinity Cont.

• Full-Time Registrar (4 responses)
• Hire full-time registrar
• Full-time registrar ASAP
• Full-time registrar
• Full-time registrar only position

• Recruitment Staff (3 responses)
• Recruitment should be directly tied to
  admissions for better coordination
• Not enough recruitment office has been vacant
  for some time bring in full-time recruiter
  budget for recruitment materials budget for
  advertisement
• Increase monies for recruitment for
  advertisement purposes, increased staff, and
  increased transportation.
• Increase staff for recruitment use work studies

65
Solution Affinity Cont.

• Off-Site Staff (3 responses)
• Hire or train a full-time off-site coordinator
• Hire off-site coordinator w/student work studies
  at each site
• Create more long distance learning programs (Web
  CT)

• Admissions/Records (3 responses)
• Need an Admissions Director or Transcript
  Specialist
• Admissions/Records inefficiency lack of
  staffing need more streamline admissions
  process paperless let applicants do the work of
  data input
• Restructure Admissions/Records Department

66
Solution Affinity Cont.

• One-Response Items
• Hire someone specifically to do follow-up with
  students
• Each Adm. Dept. create checklist for new staff
• (Student Retention) Create freshman or Honor
  Core to implement critical thinking values
  build community
• Bookstore More staff
• Create checklist for returning students

• A2. Staffing Increases/Changes Solutions for
  Future
• Implementation (8 responses total)
• General Staff Increase (6 responses)
• Department needs assessment to identify staffing
  needs and cost
• Increase staff as needed within each department
• Hire/more work-force
• Hire sufficient student services staff
• 0.5 increase in SS staffing in all offices for
  each 500? Increase in FTE
• Increased enrollment will increase need for
  staffingability to track students
  retention

67
Solution Affinity Cont.

• One-Response Items
• Each dept. creates checklist for adjuncts
• (Department issues) Each Dept. create marketing
  plan

• B1. Improve Professional Development Solutions
  for
• Present Implementation (11 responses total)
• Orientation binder for new employeeseach
  department procedures as changes happen new
  pages can be sent out
• Create cultural sensitivity training for
  employees
• Business Dept. creates class that focuses upon
  customer service (have staff attend)
• Re-organize and train Admissions staff
• Not enough staff development opportunities
  bring training to campusalleviate problem of
  funding traveltime away from the office
• Hire or provide sufficient BANNER user support

68
Solution Affinity Cont.

• Provide more opportunities for staff to develop
  skills as needed
• New employee training training on how to work
  with the public (professionally)
• More staff development Banner training AQIP
  training technology training
• Provide for professional development
  opportunities
• Provide staff development opportunities to
  improve service retain qualified staff.

• B2. Improve Professional Development Solutions
  for Future
• Implementation(4 responses total)
• Administration support (1. Accept SS Plan 2.
  Fund SS Plan)
• Each Adm. Dept. creates its own training
  orientation for new staff
• Emphasis to staff to help with recruitment
• Hold more job fairs/and courses for staff

69
Solution Affinity Cont.

• C. Improve Communication Within Student Services
  All responses
• are solutions for current implementation.
  There were no responses
• for future implementation. (16 total
  responses)
• Regular Student Services Meetings (3 responses)
• Regular meetings of SS staff monthly directors
  weekly
• Monthly Student Services meetings to update each
  other on what is happening
• Hold regular meetings with all SS depts.

• Hours of Operations (2 responses)
• Signs posted for hours each department is open
  or available
• Ask departments to post their hours of operation
  on the web, on office doors, etc.

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Solution Affinity Cont.

• One-Response Items
• Make a menu for each departments extension on
  an answering machine to help direct calls on
  switchboard
• Each Dept. creates checklist for full-time
  faculty
• Create checklist for new students
• The security should know what is happening in
  each room (they should have a schedule)
• Central database for student graduating for
  clearing the petition
• More comprehensive new student orientations
• Require enforce the timely reporting of
  grades
• The Net (Notherns) should be more student
  friendly w/photos to entice students to look
• E-mails for all students part-time faculty
• Daily activity e-mails announcement
• Post canceled class/e-mail or call students

71
Solution Affinity Cont.

• D. Improve General Campus Communication All
  responses are
• solutions for current implementation. There
  were no responses
• for future implementation. (9 total
  responses)
• Central Information Center (4 responses)
• Create a Central Information Center
• Central Information System 24/7
• Make central information center between rotunda
  area and cafeteria/lounge area
• (Info Center) Create/build kiosk in the middle
  of Adm. Bldg. staffed by work studies

72
Solution Affinity Cont.

• 1-800 Number (3 responses)
• 800 number with menu for status of the classes
  or any that change
• Make a 1-800 number for information and
  activities at Northern
• Add a 1-800 line

• One-Response Items
• Provost statement on intellectual freedom
• Open up Broadcast so that all can communicate
  directly with individuals groups

73
Solution Affinity Cont.

• E. On-line Registration All responses are
  solutions for current
• implementation. There were no responses for
  future
• implementation. (4 total responses)
• Change military time in student version of
  course schedules
• Do away with the military time
• Provide on-line registration
• Bookstore/on-line store

• F1. Facilities Improvement Expansion Solutions
  for Current
• Implementation (13 responses)
• Bookstore (3 responses)
• Bookstore larger space
• Build larger bookstore
• Provide funding for larger bookstore

74
Solution Affinity Cont.

• Food Services (3 responses)
• Vending machines for food supplies for later
  hours
• Create expectations for food services and strive
  to meet the needs of growing student population
• Improved food services by providing microwaves
  and refrigerated foods in vending machines for
  evening and weekend students

• Mailroom (2 responses)
• ATM machine on campus mailing center
• Mailroom for staff faculty that you can go to
  after 5

75
Solution Affinity Cont.

• One-Response Items
• Accurate timely budgets to support SS
  Services
• Improve sitting area/lounge area for centralized
  student services (area to sit, relax, or work
  while you wait)
• Representation on AQIP committees new bldgs.
• Build dorms or make housing at Esp. Northern
• Acquire funding for Phys. Ed. Facilities

• F2. Facilities Improvement Expansion Solutions
  for Future
• Implementation (8 total responses)
• Student Union Building (7 responses)
• Ask SS representatives to help w/planning
  Student Union Building
• Significant and broad student services input
  planning development Student Union Building and
  other growth in SS infrastructure
• Build a Student Union Building

76
Solution Affinity Cont.

• Facilities planning to include current situation
  and Student Union and start now!
• Expand building to accommodate increase in
  enrollment
• Have a centralized area for student services
• Acquire funding for Student Union Building

• Single Response Items
• Build Student Dorms in Espanola

77
Interrelationship Diagraph

• The committee used the six major categories of
  solutions and completed an Interrelationship
  Diagraph to determine the key drivers.

Interrelationship Diagraph of Solutions
A 5/4
B 3/2
F 3/4
C 5/4
E 3/3
Solution Category Key A Staff
Increases/Changes B Improve Professional
Development C Improve Communication w/in
Student Services D Improve General Campus
Communication E On-line Registration F
Facilities Improvement Expansion
D 2/4
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Solution Prioritization

• Committee members had an opportunity to vote for
  four solutions but could only for each one once.
  There were several high scoring solutions and
  some that received as few as two votes. There
  were a total of 6 solutions that received a
  score. The Pareto Charts that follow depicts the
  committee choices from highest frequency to
  lowest.

79
Solution PrioritizationThis information was
compared to the group's perception of priority
for the solution areas as derived from the
group's perception of prioritizing the solution
areas. Each committee member was asked to mark
the top four out of six solution areas in order
of importance. A Pareto chart of the data is
listed below
A Staff Increases/Changes B Improve
Professional Development CImprove Communication
within Student Services DImprove General Campus
Communication EOn-Line Registration FFacilities
Improvement Expansion
A Staff Increases/Changes B Improve
Professional Development CImprove Communication
within Student Services DImprove General Campus
Communication EOn-Line Registration FFacilities
Improvement Expansion
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Recommendations to AQIP Council

• The committee listed recommendations to be made
  to the AQIP Council based on the solution data
• Allow Open Broadcast communications
• Have a full-time Dean of Student Services
  separate from any other duties
• Have a full-time Registrar separate from any
  other duties. This person needs to fit with
  collaborative/AQIP model. Someone is already
  managing this position (i.e. Mike Costello), but
  the position needs to be reconstructed/separated
  from the Deanship.
• Hire Offsite/evening/weekend staff personal
  counseling staff recruitment staff career
  planning and career services staff.
• Construct Student Union Building
• Construct dormitories for the Espanola Campus
• Develop BANNER user support
• Create a Central Information Center
• Implement on-line registration
• Conduct regular Student Services staff meetings
• Expand the Bookstore

81
Recommendations to AQIP Council Cont.

• Recommendation Extra Awareness of change of
  NNMCs mission to become a state-level
  university. Hence, as NNMC grows, so should staff
  in proportion to growth.
• (HLC-Quality Checkup Response)
• In undertaking such a large scale change, the
  team suggests that the administration be diligent
  in attending to the voices and needs of all
  organizational members and ensure that they are
  listening to and responding to the human side of
  the change equation.

82
Recommendations to AQIP Council Cont.

• The committee then ranked the recommendations by
  order of importance
• First Have a full-time Dean of Student
  Services separate from any other
• duties. This person needs to fit in with
  collaborative/AQIP model.
• Someone is already managing this position (i.e.
  Mike Costello),
• but the position needs to be reconstructed/separ
  ated from the
• other Titles.
• Have a full-time Registrar separate form any
  other duties.
• Second Hire/arrange for Offsite/evening/weeken
  d staff personal counseling
• staff recruitment staff career planning and
  career services staff
• Third Conduct regular Student Services staff
  meetings
• Fourth Develop BANNER user support

83
Recommendations to AQIP Council Cont.

• Fifth Create a Central Information Center
• a.) that addresses all information to the
  public/students
• (directions, class changes, general
  info.)
• b.) support open broadcast communications
• Sixth Construct Student Union Building
• Construct dormitories for the Espanola Campus
• Expand the Bookstore
• Seventh Implement on-line registration

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