From Silos to Sandboxes:Collaborating for Student SuccessL iza Day Smith, Ph.D., Director, Career & Academic P lanning

Maria Addison, Dean, Career & Academic Advisement

About Us▪ Location▪ Located in Worcester, MA (Central MA)

▪ Satellite campuses in Southbridge, Downtown Worcester

▪ Enrollment Fall 2016▪ 7699 Headcount, 4681 FTE

▪ 57% Female, 43% Male

▪ 38.2% Full Time; 61.8% Part Time

▪ Race/Ethnicity▪ 57.4% White, 17.8% Hispanic/Latino, 12.2% Black/African American

▪ Pell Eligibility▪ Since 2011, ranges between 44-47%

Advising Structure▪ Blended model of Centralized and Faculty Advising

▪ Resides in the Division of Academic Affairs

▪ Faculty contract = 18 advisees per semester

▪ Advising Office sees all other students (approximately 2800)▪ Sees every student when faculty are off-contract

▪ Staffing▪ Director, 3 Coordinators

▪ 5 Full Time CAPS Advisors

▪ Approximately 18 per diem Part Time Advisors

▪ 2.5 Front Desk Staff

Presenting Issue: Financial Aid▪ Financial Aid regulations changed▪Appeals require an Academic Plan

▪ Many questions!▪ Is this Financial Aid? ▪ Is this Advising? ▪Who will do this work?▪How do we help our students?

▪ 2 Offices, in 2 Divisions

Evolution of SolutionsAttempt #1

▪ Send to one person in Advising

▪ Individual discussions with each student suspended from Financial Aid

▪ Appeal reviewed after this meeting by individual Financial Aid Counselors

Attempt #2

▪ Keep one person in Advising managing the process

▪ Use GROUPS to do the work (presentation of regulations)

▪ Communicating with Financial Aid as needed

▪Appeal not reviewed until student attended the group

Result…

Attempt #3▪ Introduce a cross-functional team to discuss all appeals

▪ After team discusses appeal, student attends the group

▪ Change the group content

▪ Bring in all Advising Coordinators to run the groups

▪ Appeal not approved until student attends the group

GIANT BOTTLENECK!(epic. fail.)

#whathavewedone

Final Solution

Change the ORDER of the process!

▪ Bring GROUP content into Blackboard

▪ Automate enrollment in Blackboard based on Financial Aid status

▪ Student completes the Blackboard course, which culminates with the appeal

▪ Continue Cross-Functional Team, but reserve discussions for special cases

Blackboard Course

Goals:

▪ Teach students how they are measured▪ Move students through the process quickly▪ Free Advisors to speak with students with

specific concerns▪ Align with Financial Aid processes and policies▪ Monitor student progress

Grade Book Sample

Some Numbers (preliminary)▪ More detailed data forthcoming, however, what we do know:▪ Angry voice mails and student complaints have ceased in Advising in this area▪ Better management of staff time and effort overall

▪15/16 Financial Aid Year:▪ Advising processed 357 Appeals from July – May

▪16/17 Financial Aid Year:▪ Appeals processed (complete) to date = 342 (as of March 6)▪ Students who have completed the Bb course in all areas but the final appeal = 817▪ Total students enrolled in the course = 2303

YOUR TURN….Think about your own institutions…

What cross-office issue or problem are you facing at your institution?

QUESTION

What is preventing you from working together with that office as a team to

address that issue?

QUESTION

How can both offices/areas better serve students?

QUESTION

What would your initial discussion with that office/area look like?

QUESTION

What do you (or your department) bring to the table?

QUESTION

Who are the key players?

QUESTION

How will you bring your discussion back to your campus (next steps)?

QUESTION

Liza Day Smith, Ph.D.Director, Career & Academic Planninglsmith@qcc.mass.edu(508) 854-4309

Maria AddisonDean, Career & Academic Advisementmaddison@qcc.mass.edu(508) 854-4452