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