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HENRY FORD COMMUNITY COLLEGE

The Right Start How HFCC Assists Students in Enrolling and Surviving Their

First Semester in College

Table of Contents Henry Ford Community College Mission Statement ................................................................... 1

Roles and Attributes of Leaders for Education ........................................................................... 1

Project Statement ....................................................................................................................... 1

Communications Advising Team Members ................................................................................ 2

Many Thanks ............................................................................................................................... 3

Project Synopsis – Communication ............................................................................................. 4

Description and Analysis of the Current Process ........................................................................ 5

Operational Definitions ........................................................................................................... 6

Current Process Summary ....................................................................................................... 8

Department Communications to Students – Admitted to Enrolled ........................................ 9

Current: Admitted Student Informational Flow Chart .......................................................... 11

Current: Path to Registering for Classes ................................................................................ 12

Fall Semester Yield Comparisons ........................................................................................... 13

Survey Information ................................................................................................................ 14

Relations Diagram .................................................................................................................. 20

Cause and Effect Diagram ...................................................................................................... 21

Improvement Theory ............................................................................................................. 22

Proposed: Admitted Student Informational Flow Chart ....................................................... 22

Proposed Information ........................................................................................................... 23

Identify Seven Steps for Success to Enrollment Steps 1 – 7 Board ....................................... 25

Seven Steps for Successful Enrollment at HFCC .................................................................... 26

Proposed: Path to Registering for Classes ............................................................................. 27

Steering Committee Feedback .............................................................................................. 28

Recommendations and Implementation Plan .......................................................................... 29

Recommendations for Change .............................................................................................. 29

Gantt Chart ............................................................................................................................ 32

Project Cost ............................................................................................................................ 35

Signs, Posters, and Brochures................................................................................................ 36

Digital Signage ....................................................................................................................... 37

CCX Outbound Dialer ............................................................................................................. 37

Online Orientation Video ....................................................................................................... 39

Welcome Center Personnel ................................................................................................... 39

Ellucian Recruiter ................................................................................................................... 40

How the Results will be Studied ................................................................................................ 44

How Improvements Will Be Engrafted into the System ........................................................... 44

Ideas for Future CPI Team Improvement .................................................................................. 44

Appendix ................................................................................................................................... 45

Interview Summaries ............................................................................................................. 45

HFCC Website Observations .................................................................................................. 52

Survey Material...................................................................................................................... 55

The Right Start Page 1

Henry Ford Community College Mission Statement

We, of Henry Ford Community College, are dedicated to the education and enrichment of our students and

community. As a comprehensive community college with a diverse student population, we value teaching and

learning.

To prepare our students for a rapidly changing world and workplace, we are committed to providing

knowledge, communication skills, and cultural opportunities. We foster critical thinking, creativity, integrity,

and self-esteem.

Ours is a tradition of building futures. We measure our success by the success of our students in a democratic,

diverse, and increasingly technological nation.

Roles and Attributes of Leaders for Education

1. They understand how the work of their department fits into the aims and purposes of the institution.

2. They try to optimize the education, skills, and abilities of everyone and help everyone to improve.

3. Their role is to be coach, mentor, servant…not a judge.

4. They increasingly work to improve the system that they and their people work in.

5. They drive out fear, create trust, and create a climate for educational innovation.

6. They listen and learn.

Project Statement

To improve student success by providing access to accurate and timely information on Henry Ford Community

College’s enrollment steps for first-time college or transfer students, as measured by improved student

satisfaction and enrollment yields.


Communications Advising Team Members

Facilitator:

Stan Jensen, PhD. President 313-845-9700 [email protected]

Sponsor:

Becky Chadwick Executive Director of Information, Marketing, & Effectiveness 313-317-1534 [email protected]

Team Leader:

Al Burrell Assistant Director of Information Technology Services 313-845-6491 [email protected]

Scribe:

Kathleen Fox Manager Admissions and Recruitment 313-845-9833 [email protected]

Team:

Kim Schopmeyer Associate Dean – Humanities and Social Science 313-845-6443 [email protected]

Susan McGraw, Academic Coordinator of Telecommunication and Journalism Full time faculty - Telecommunication, General Manager of WHFR Radio & HFCC TV 313-845-9842 [email protected]

Elaine Saneske Full Time Faculty – Business and Computer Technology (313) 845-9704 [email protected]

Lori Gonko Coordinator of Perkins – Information, Marketing and Effectiveness 313-317-6860 [email protected]

tel:3138459833

mailto:[email protected]

mailto:[email protected]


Many Thanks

Our CPI Communications Team wishes to acknowledge and thank HFCC President Stan Jensen and Team

Coordinator Becky Chadwick for their knowledge and guidance throughout this process. We are grateful for

the advice, support, and encouragement that they provided every step of the way.

Our team also recognizes the accessibility and feedback from our interviewees who took time out of their

workdays to meet with us and share insights on their various areas of expertise.

In addition, our team would like to acknowledge the many students who replied to our student process survey

and the HFCC Graphics Center for their help in assembling and printing our process document.

Finally, our team wishes to thank team members for consistently bringing their unique skills and expertise to

our meetings and for working together in an open and professional way to support our overall mission of

increasing student success at HFCC.

Gratefully,

CPI Communications Team

Fall 2013


Project Synopsis – Communication

This project is intended to improve communication methods for newly admitted students in an effort to

increase registration and satisfaction with the enrollment process. Based on information gathered from staff

and students and using Continuous Process Improvement (CPI) analysis tools, the team has determined that

students have not been provided with sufficient guidance and information from the point of admission to

enrollment. The current steps are unclear and do not direct students in the most effective way to move

successfully to enrolling in courses. Many steps are not required, or they are allowed to be followed at various

points from admission to enrollment. In effect, orientation, preparation for placement testing, and even

placement testing itself can be treated as optional. Communication for students at all steps throughout the

Welcome Center, on the telephone, and on the HFCC website is inconsistent and/or inadequate.

The team has determined that processes need to be consistent and that many processes must be made

mandatory to direct students toward success. The team recommends the following:

Identify Seven Steps for Successful Enrollment, which include (1) Application and submission of

documentation, (2) Admissions, (3) Mandatory Orientation, (4) Placement Testing, (5) Advising &

Counseling, (6) Registration, and (7) Payment. This CPI team starts at Step 3 – Mandatory Orientation.

Redesign the internal procedures at each step to ensure effective workflow and communication, and

facilitate the transitions to each step. Information that guides students must be clarified and

presented at levels that nearly all students can comprehend.

Implement a highly effective orientation program that is required for all new students at Henry Ford

Community College, including an on-campus and on-line format. Students with no ACT scores or low-

level English ACT scores should be required to complete the on-campus orientation.

Make Placement Testing Workshops required for students with low ACT scores to increase accuracy of

testing. Strongly recommend workshops for other students taking COMPASS tests.

Implement a First-Year Experience program that includes college success courses such as COLL 101-

College Success and COUN 120-Counseling Career Exploration. These courses should be mandatory in

their first semester for students at low levels on reading and writing COMPASS tests and strongly

recommended for other students as needed. Course schedules should be developed for 6-credit, 9-

credit, and 12-credit packages for selected developmental students.


Description and Analysis of the Current Process

Operational Definitions

Summary of Findings from Interviews

Flow Charts

Summary of Findings from Surveys

Relations Diagram

Cause and Effects Diagram


Operational Definitions

Admitted Status indicating that the College has processed the individual's appropriate admission documents.

Advising Service to assist first time students with identifying programs and courses of interest.

Applicant Person who applied to HFCC (PED status).

Assessment -See COMPASS Placement Testing-

Blue Shirts Employees who work in the Enrollment Services area of the Welcome Center. (Official title is Enrollment Associate II.)

COMPASS Placement Testing

Math and English skill testing administered at the Welcome Center. Results intended to optimize student course placement.

Concierge Student's first point of contact at Welcome Center; responsible for directing student to appropriate next step in enrollment process.

Counseling Services provided by professional counselors for returning students, including guidance for career counseling, transfers, and students’ personal needs.

Dual Enrollment Student Secondary student concurrently enrolled in post-secondary classes.

Enrolled Student A student who has a course schedule and a payment plan.

Enrollment Services Admissions, Advising, Assessment, Cashier, Financial Aid, and Registration.

EZ Pay Payment option to pay over time (external to HFCC).

First-Year Experience A program of courses, workshops, and other experiences that help new students develop the skills, knowledge, attitudes, and behaviors needed to become successful in college.

FTIAC Acronym used by federal government to define student who is 'first time in any college.'


Guest Student Person who intends to transfer HFCC credits back to 'home' institution.

Moved To Student Status code in HANK to distinguish documentation validation (PED to MS).

Online Orientation Program to introduce students to the college experience and prepare them for success, offered in a fully-online format and accessible anytime.

Orientation Program to introduce students to the college experience and prepare them for success.

Payment Plan Identified process of payment.

PE Status code in HANK used to signify an international applicant’s admission documents are waiting to be processed.

PED Status code in HANK used to signify a domestic applicant’s admission documents are waiting to be processed.

Placement Testing -See COMPASS Placement Testing-

Prospect Person interested in HFCC but has not applied.

Registered Student -See Enrolled-

Registration Act of enrolling in classes.

Schedule Student's list of enrolled classes.

Solution Center Student resource for resolution of extraordinary problems; majority of problems associated with financial aid.

Testing -See COMPASS Placement Testing-

Testing Workshop COMPASS test preparation to improve accuracy of placement.

Welcome Center Student's physical access to Enrollment Services.


Current Process Summary

Interviews

Interviews with Welcome Center staff revealed that communication varies among departments

and also among people within the same department. Clear direction and training from upper

management is lacking. Departments do not have written procedures, resulting in processes

that are interpreted by each individual staff member. The Welcome Center is understaffed.

See Appendix for interview notes.

Website

A review of the HFCC website revealed unclear content, outdated information, and poor and

inconsistent navigation. No clear and specific system in place to guide students through the

admission and enrollment process. See Appendix for website notes.

Survey

The survey results show that many students believe they understand the required steps but are

unclear as to how to go about completing the steps. Only 55 percent of student respondents

believe that they were given all of the information that they needed for a successful start at

HFCC. Survey comments indicate that many students were not made to feel welcome or

supported in the Welcome Center. See Appendix for survey material.


Department Communications to Students – Admitted to Enrolled

Proactive Communications To Students As Identified By Departments

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Student Admitted not Enrolled


Approximately 2 days after the Admission letter is sent

References access to WebAdvisor

Assumes access to a computer

Refers to HFCC website

Assumes access to a computer

Admission Letter sent by mail


Letters and emails are sent out to all students

Orientation Invitation sent to all studentsLetter sent by mail and email

Orientation Invitation sent to all studentsLetter sent by mail and email

Orientation Letter

Optional Orientation Session

Phone Call ReminderPhone Call Reminder

Phone calls to students through-out the admission process



Information is available on the Henry Ford Community College website.







Web ID Letter sent by mail

Web ID Letter sent by mail


Proactive Communications To Students As Identified By DepartmentsP

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Current: Admitted Student Informational Flow Chart

Does the Student Want to Enroll in

Classes?No

Student takes No Action. May receive a phone call and

additional mailings

Yes

Student Receives HFCC information


Registers for Classes?

Walks up to a department window

or into lab.

Pays for ClassesYes

Yes

No

No

Student is now ready to attend

classes

Is greeted by Concierge and directed to Lab (Blue Shirts) or

Solution Center.

Directed to Lab – Fills out form for

help.

Yes

HFCC Call Center

Student is Deregistered from

Classes

Student’s Perspective – What Steps Do I Need To Take Next? November 13, 2013

Students would rather stand in line than go to the lab.

Student Prospect is Admitted to HFCC

Information Communicated To The Newly Admitted Student



Web ID letter sent by mail


Emails sent and phone calls by Student Services


Calls HFCC Call Center

Walks in to Welcome Center

Signs into WebAdvisor


Goes to HFCC website to www.hfcc.edu/7steps

Goes to HFCC website

Filling out form for help can sometimes require a 45 minute wait

Understanding what the student is really there for requires a knowledgeable worker

Only one person to greet and direct students in the Welcome center

Students returns many times with additional questions

Students signs into WedAdvisor and Registers for Classes

Newly Admitted Student Must Take Action At This Point To Register For Classes

Once The Student Pursues A Source Of Information Do They Registered

Does Student sign up for Orientation

MandatoryOrientation

Lab

Solution Center

Placement Testing

Phone Call reminders


Emails reminders

Emails reminders


Current: Path to Registering for Classes


Fall Semester Yield Comparisons

Admitted Compared to Registered Students for the years 2003 through 2013.

Currently Henry Ford Community College registers approximately 50 percent of the students who are

admitted. We believe that this data supports that additional communication would increase the number of

students who enroll in classes.

Year Admitted Registered Yield Rate

2003 3,462 1,741 50.29%

2004 5,813 3,265 56.17%

2005 5,916 2,967 50.15%

2006 7,037 3,553 50.49%

2007 7,815 3,866 49.47%

2008 9,491 4,470 47.10%

2009 11,004 5,031 45.72%

2010 9,955 5,072 50.95%

2011 9,581 4,909 51.24%

2012 11,007 5,466 49.66%

2013 7,581 3,897 51.40%

Data was selected as of the last day for late registration for fall semester for the 11 years.

2003 2004 2005 2006 2007 2008 2009 2010 2011 2012 2013

Admitted 3,462 5,813 5,916 7,037 7,815 9,491 11,004 9,955 9,581 11,007 7,581

Registered 1,741 3,265 2,967 3,553 3,866 4,470 5,031 5,072 4,909 5,466 3,897

Yield Rate 50.29% 56.17% 50.15% 50.49% 49.47% 47.10% 45.72% 50.95% 51.24% 49.66% 51.40%

-

2,000

4,000

6,000

8,000

10,000

12,000

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Admitted Compared to Registered Students (Fall Semester Yield Comparison)


Survey Information

The survey results show that many students believe they understand the required steps but are

unclear as to how to go about completing the steps. Only 55 percent of student respondents

believe that they were given all of the information that they needed for a successful start at

HFCC. Survey comments indicate that many students were not made to feel welcome or

supported in the Welcome Center. See Appendix for survey material.

Selective Student Feedback

“I feel that the website is not that user friendly. Sometimes you have to really dig for

information or it's not labeled clearly.

I have not personally applied for financial aid or completed other steps at the welcome center,

but many other students complain that people are not helpful, don't answer questions

correctly, give wrong information or don't answer the phones in a timely manner.

There needs to be a better way or more people should be hired to assist students.”

“Each student should be able to receive information from the same advisor all time to avoid

confusion and misunderstanding between the new student and what he or she should do.”

“I was given misinformation as to how to do this on several occasions which caused me to miss

the deadline for enrolling in fall classes. I was amazed how the same department would give

me different information depending who I spoke with.

The matter has been since resolved but all attempts to enroll online have been futile as I was

not given any info other than a student number. I was extremely frustrated by the process,

regardless of who I spoke to or contacted online.”

“Throughout the semester I have gone to different people and gotten totally different answers

from them all. The customer service is not the best and I have found people to be rude when I

ask a question. Getting an answer is like pulling teeth.”


Improving the welcome center. Lots of confusion, long waits, and nowhere to sit. I would get

directed to one area, wait for at least an hour, then be told that I was not in the right place.

Very frustrating.”

“As I have attended various other colleges, it is always beneficial to meet with an advisor or

counselor before signing up for any classes to see which or all of transfer credits were accepted.

I had called several times trying to make an appointment with a counselor and was unable to.

I have found that when you make an appointment with a counselor, it allows them to gather all

our information and is better prepared than to cover your individual needs then WASTING my

time by only having walk in times to see a counselor. I did not like this at all and will not be

attending HFCC as they did not want to do their jobs so why would I pay them any further

money by attending their college.”

“If I was not persistent and resourceful, I would not have succeeded. I didn't understand how

anything worked, including books at the bookstore. I need that one personal advisor to help me

through this process and with career questions, internships, etc. I didn't know I had to have an

ID or a library card or anything. If you don't know what questions to ask you're screwed, which

I was because I knew nothing.

Nobody ever answers their phone, you can't reach anyone by phone or email, then you have to

go to the Welcome Center and sit and wait for hours to see someone. I work and go to school

and have a family. I don't have time to do that every time I have a question. And, there's

nowhere to sit when waiting. I would say so far the experience has been beyond horrible, but

I'm pulling a 4.0 in spite of all the disappointments.”

“Majority of members in the Welcome Center did not offer to help me in any way and seemed

to have a bitter attitude when I asked for help.

As a student who had never attended college prior to my Henry Ford Community College visit, I

had no idea what I was doing and was very overwhelmed. No one helped me and I had to figure

it out myself. It would be nice to see Welcome Center members being friendly and eager to

help. Especially because it is a brand new experience for most seniors in high school. “


“There needs to be someone at the door to tell you these steps. I was unaware that I needed

to take the placement tests and how long they were.

Registration forgot to add me as a new student, so I could not register for classes. I had to make

4 trips and the last one my parent came with me and it was finally done right and I could

register. Very difficult.”


Survey Results Summary

Question Yes No Missing

Did you feel you were given all the information you

needed for a successful start at HFCC? 55.20% 31.20% 13.60%

Are you currently enrolled in classes at HFCC? 69.60% 18.40% 12.00%

Question Yes No, but I plan to enroll

No, and I do not plan

to enroll Missing

Have you enrolled in

classes for Winter 2014? 62.40% 17.60% 9.60% 10.40%

Did you participate in any of the following steps?

Step Yes No Don't

Remember Missing Total

Complete an Application for Admission/Send Proof of

high school graduation, earned GED, or other college

transcript. 87.00% 9.30% 3.70% 0.00% 100%

Complete the Financial Aid application process. 58.40% 25.60% 2.40% 13.60% 100%

Notified you were admitted to the college. 72.80% 10.40% 2.40% 14.40% 100%

Attend orientation. 38.40% 41.60% 5.60% 14.40% 100%

Complete placement testing for Math and/or English. 64.00% 19.20% 2.40% 14.40% 100%

Meet with an advisor or counselor. 66.40% 16.80% 2.40% 14.40% 100%

Register for classes. 75.20% 10.40% 0.00% 14.40% 100%

Pay for classes. 68.00% 16.00% 2.40% 13.60% 100%


Did You Know…?

Step Yes No Don't


Overall, did you know that the steps listed above

were part of the admission/enrollment process? 80.80% 18.40% 0.00% 0.80% 100%

Did you know that you needed to complete an

application for Admission / Send proof of high school

graduation, earned GED, or other college transcript? 83.20% 11.20% 4.00% 1.60% 100%

Did you know that you needed to complete the

financial aid application process? 72.00% 20.00% 4.80% 3.20% 100%

Did you know that you were notified of admission to

the college? 84.80% 9.60% 1.60% 4.00% 100%

Did you know that you needed to attend

orientation? 48.00% 43.20% 7.20% 1.60% 100%

Did you know that you needed to complete

placement testing for Math and/or English? 70.40% 23.20% 4.80% 1.60% 100%

Did you know that you needed to meet with an

advisor? 72.80% 20.80% 4.00% 2.40% 100%

Did you know that you needed to register for

classes? 84.00% 10.40% 3.20% 2.40% 100%

Did you know that you needed to pay for classes? 72.80% 20.80% 4.00% 2.40% 100%


Please evaluate the steps. Were these steps effective and easy to complete?

Step

Very easy

and

effective

Somewhat

easy and

effective

Difficult

Didn't

complete

this step

Don't


Complete an Application

for Admission/Send Proof

of high school graduation,

earned GED, or other

college transcript. 41.60% 31.20% 20.00% 3.20% 1.60% 2.40% 100%

Complete the Financial

Aid application process. 25.60% 29.60% 13.60% 24.00% 2.40% 4.80% 100%

Notified you were

admitted to the college. 60.80% 19.20% 6.40% 8.00% 1.60% 4.00% 100%

Attend orientation. 31.20% 9.60% 4.80% 42.40% 4.00% 8.00% 100%

Complete placement

testing for Math and/or

English. 36.00% 28.00% 9.60% 20.00% 2.40% 4.00% 100%

Meet with an advisor or

counselor. 38.40% 20.80% 16.00% 17.60% 2.40% 4.80% 100%

Register for classes. 35.20% 28.80% 17.60% 15.20% 0.00% 3.20% 100%

Pay for classes. 40.80% 27.20% 5.60% 20.00% 2.40% 4.00% 100%


Relations Diagram

FA Clearly Communicates

the Cost

Key Elements Involved in the Successful Enrollment

of a Newly Admit to Enrolled

Orientation

HFCC Employee Knows Process

What are the Requirements of

the College(Clear/Best Practices)

Welcome Ctr.Advise, Testing,

Solition Ctr., Cashier,

Orientation

Call CenterIdentified

Clear Directions to Website

Initial Communication

Admissions sends Letters, Emails, Phone

Calls

3/4

6/1

3/4

4/3

7/0

1/6

1/6

6/1

Cause (Tail) / Effects (Arrow)Arrow points at the element that would improve the most

Root Cause: Top Priorities- Clear Expectation (7/0)- Website (6/1)- Financial Aid (6/1) Root Effect: Low Priorities- Welcome Center (1/6)- Orientation (3/4)- Call Center (1/6)


Cause and Effect Diagram


Improvement Theory

Proposed: Admitted Student Informational Flow Chart

Does the Student Want to Enroll in

Classes?No

Student takes No Action. May receive a phone call and

additional mailings

Yes



Registers for Classes?

Walks up to a department window

or into lab.

Pays for ClassesYes

Yes

No

No

Student is now ready to attend

classes


Solution Center.

Directed to Lab – Fills out form for

help.

Yes

HFCC Call Center

Student is Deregistered from

Classes

Student’s Perspective – What Steps Do I Need To Take Next? November 13, 2013

Students would rather stand in line than go to the lab.

Student Prospect is Admitted to HFCC

Information Communicated To The Newly Admitted Student







Calls HFCC Call Center

Walks in to Welcome Center




Goes to HFCC website

Filling out form for help can sometimes require a 45 minute wait

Understanding what the student is really there for requires a knowledgeable worker

Only one person to greet and direct students in the Welcome center

Students returns many times with additional questions

Students signs into WedAdvisor and Registers for Classes

Newly Admitted Student Must Take Action At This Point To Register For Classes

Once The Student Pursues A Source Of Information Do They Registered


MandatoryOrientation

Lab

Solution Center

Placement Testing



Emails reminders

Emails reminders

CCX Outbound Dialer for solicitation and access to student information while on the phone.

- Add 1 Concierge at the door to greet and direct students- Add 7 Steps electronic signage- Add electronic signs to display the 7 Steps and important dates


- Mandatory Orientation- Create an on-line Orientation video

7 Steps to Registration

Students directed to this page as the first page for navigation

- Link to 7 Steps to Registration web page- Change “Search for Sections” to “Search for Classes”

Add electronic signs in Lab to display the 7 Steps and important dates

7 Steps Brochures


Proposed Information

At least 2 Concierge staff at the door during peak

registration time (August).

Large sign or mural listing the Seven Steps on the wall

behind the Concierge station.

Concierge staff asks the student what step are they at

in the process.

Concierge gives the student a small card or pamphlet

listing the Seven Steps.

The different areas at the Welcome Center are clearly

marked as representing one of the services offered

based on the Seven Steps.

WebAdvisor needs to be clearly communicated to students as to

what its purpose is.

The WebAdvisor link after signing in as student has

links based on the Seven Steps, Step 3 - Orientation

would take the student to either an online orientation

or a signup page for on-campus orientation. Step 4 -

Assessment would take the student to the assessment

webpage and provide information on assessment.

On campus, instructions for navigating WebAdvisor

would be laminated at each computer station in lab.

Seven Steps are clearly communicated on HFCC’s website as

Step 1, Step 2, Step 3, …..Step 7.

Each step is clearly communicated to the student as to

its importance and how to accomplish it.

Exceptions are clearly communicated.


Solution Center.

- Add 1 Concierge at the door to greet and direct students- Add 7 Steps electronic signage- Add electronic signs to display the 7 Steps and important dates


- Link to 7 Steps to Registration web page- Change “Search for Sections” to “Search for Classes”


7 Steps to Registration

Students directed to this page as the first page for navigation


When the student calls the college, the phone tree reiterates the

Seven Steps for Success.

If you are on Step 1, completing the application, press 1.

If you are on Step 2, checking on admission or admission

requirements, press 2.

If you are on Step 3, and need information on orientation

press 3.

Steps 4 through 7 would have similar consistent

information.

Until orientation is online, provide a video link of the on-

campus orientation.

Allow exceptions for certain categories of people (people

taking one or two classes for personal enrichment, work-

force related, etc.).

HFCC Call Center



- Mandatory Orientation- Create an on-line Orientation video


Identify Seven Steps for Success to Enrollment Steps 1 – 7 Board

HFCC Enrollment Services Important Dates - Winter 2014 Description Date

Schedule open in WebAdvisor Monday, October 14, 2013

Registration opens Monday, October 28, 2013

EZ Pay Installment Plan Opens Monday, October 28, 2013

Priority financial aid deadline Friday, November 1, 2013

(FAFSA) Priority financial aid deadline Friday, November 22, 2013

(all other documents) Payment due for students with an outstanding balance Monday, January 06, 2014

Payment due for students with an outstanding balance Monday, January 13, 2014

Winter 2014 Classes Begin for 15-week and 1st 8-week Monday, January 13, 2014

Late Registration/Schedule Adjustments for 15-week and 1st 8-week

classes

January 13-19, 2014

Last day for refund (for dropped classes) for 15-week classes and 1st 8-

week classes

Sunday, January 19, 2014

Last day to drop 15-week and 1st 8-week classes – NO RECORD DROP Sunday, January 19, 2014

First day of student withdrawal from 15-week and 1st 8-week classes Monday, January 20, 2014

Apply / Required Documents

Admitted

Orientation

Placement Testing

Advising / Counseling

Registration

Payment


Seven Steps for Successful Enrollment at HFCC

Step 1: Application and Required Documents

Step 2: Admission

Step 3: Orientation

To ensure your success, HFCC requires that all new/transfer students participate in Orientation prior to

attending their first semester of school. To view available dates/times for on-campus orientation, click here

(link to orientation schedule w/ability to sign-up on this site to a specific orientation event). If you prefer to

complete your orientation online, click here for details and the orientation video materials (link to online

orientation components with rundown of video series/length of each video). Once you have successfully

completed orientation, you will be able to enroll in classes for the upcoming term.

Step 4: Placement Testing

For your proper placement in course selection, HFCC requires that all students with an ACT score of *** or

lower participate in placement testing in the areas of math and English. Please click on this link for a testing

overview and schedule (link included here) and testing success workshop schedule (link included here).

Step 5: Advising/Counseling

For successful enrollment, HFCC requires that all new/transfer students meet with an advisor prior to

registration. Click here to see the advising schedule and location and to make an appointment with an advisor.

For students who are unsure of a major of study or who are transfer or returning students, HFCC recommends

you see a counselor for direction on specific areas of interest. Please click here to see counseling schedule or

to schedule an appointment with a counselor (link included here).

Step 6: Registration

Your successful registration is HFCC’s main goal in the step process. Registration takes place online through

WebAdvisor, which is accessed with your assigned username provided upon admission. You may register from

any computer or on campus at the HFCC Welcome Center computer area. In-person support is available to

help walk you the registration process. Click here to see Welcome Center hours of operation and specific

instructions on what you need to successfully register for classes (link included here).

Step 7: Payment

You are almost through the enrollment process! Now that you have registered for classes, HFCC requires that

you pay for your classes either through some form of financial aid (scholarships, grants, state aid, etc.) or by

check, cash, or credit card before the semester begins. Click here to see a list of payment methods including

EZ-Pay for your convenience, and a schedule of important payment deadlines (link included here).


Proposed: Path to Registering for Classes


Steering Committee Feedback

Steering Committee Feedback

Team name and member:

Date:_______________________________

Sponsor______________________________

Idea for Improvement Support

Identify Seven Steps for Successful Enrollment, which include (1) Application and submission of documentation; (2) Admissions; (3) Mandatory Orientation; (4) Placement Testing; (5) Advising & Counseling; (6) Registration; (7) Payment.

Improve and clarify communication in all capacities to ensure students have clear, consistent, thorough, and up-to-date information for the Seven Steps to Successful Enrollment. These include the HFCC website, college catalog, printed materials, signage in the Welcome Center, and training in procedures for all staff directly involved in the Seven Steps.

Redesign the internal procedures at each step to ensure effective workflow and communication, and facilitate the transitions to each step.

Implement a highly effective orientation program that is required for all new students at Henry Ford Community College, including an on-campus and on-line format.

Make Placement Testing Workshops required for students with low ACT scores to increase accuracy of testing. Strongly recommend workshops for other students taking COMPASS tests.

Implement a mandatory First-Year Experience program that includes college success courses such as COLL 101-College Success. Develop course schedules for 6-credit, 9-credit, and 12-credit packages for selected developmental students.

Team Feedback Meeting – Date:______________________________________

Sponsor: ______________________________

Leader:_____________________________


Recommendations and Implementation Plan

Recommendations for Change

Getting the Message Out!

The recommendation of this CPI committee is the communication of consistent steps and important

dates for newly admitted students. Based on the results of interviews with department personnel,

student surveys, and a review of current processes, the CPI Communication Team is recommending

Seven Steps for improvement. These improvements will benefit the students and the college by

ensuring that the students have access to accurate information and guidance before starting their first

semester. We expect that, by experiencing “The Right Start,” students will be more successful in their

classes and have a greater understanding of educational processes. Other anticipated outcomes of this

process are the reduction of foot traffic in the Welcome Center and the retention of students.

By following the Seven Steps, newly admitted students will walk through a sequential process that will

assist them in making informed decisions about enrollment, and in experiencing a solid start in their first

semester at Henry Ford Community College.

Printed Signs and Brochures

To broadcast the message, the CPI Communication Team recommends developing signs that will be

posted in the Welcome Center, Student Center, and the Student Success Building; these signs will

display the Seven Steps and related important dates. In addition, the team recommends that brochures

describing the Seven Steps be mailed with admission letters and also distributed to students visiting the

Welcome Center. This constant repetition will serve as a reminder to students of the steps they need to

complete.

Digital Signage

Use currently existing Digital Signage to display more information behind the Seven Steps. A monitor

over the concierge desk and two monitors in the Welcome Center lab area can be controlled separately

to display targeted information about each step; for example, the scheduled dates for Orientation can

be displayed so that students can sign up for an Orientation session.

The digital signage across campus can always be used to display shorter but distinct messages about the

Seven Steps; for example, “Do you know you may be required to take a placement test? An advisor can

assist you in scheduling your classes.”


Seven Steps and Important Dates on HFCC Website

The Seven Steps and important dates will be the primary webpage that is referenced in communication

to newly admitted students. This page will be set up to navigate to the topic of interest in the Seven

Steps. Consideration will also be given to adding links to the important dates to reference what topic is

due on that date.

CCX Outbound Dialer – Get the HFCC Message Out

This technology has many features and benefits to provide a method for reaching out to our students

and other targeted audiences. The HFCC Call Center would employ this technology to send messages to

students who have been admitted but who have not yet enrolled in classes. A script would include

reminders of steps a student needs to take and the dates that certain events must be completed.

Although some development would be required, the Call Center may use the technology to connect to

our HANK database to determine student information while talking on the phone with a student

This technology can also be used by other departments who wish to disseminate messages. For

example, the Financial Aid office may send text messages about Financial Aid priority dates, and the

Communications Department can use the technology to disseminate messages to the public.

The Outbound Dialer is a sophisticated tool with many advantageous uses HFCC can employ in servicing

students and the public. This team recommends that, if purchase of this technology is approved, an

additional CPI Communication Team investigates ways to leverage the use of this technology on campus.

Mandatory Orientation

The CPI Communication Team believes that students begin their educational endeavors with “The Right

Start.” Students need to know what is required of them and what services are available to them to

succeed in college. One of the important ways to accomplish this is to have students on campus and

engage in face-to-face presentations with a question-and-answer period. We also understand that this is

not always possible for students due to other commitments. With this in mind, the CPI Communication

Team is recommending that an online video orientation be created for those students who cannot

attend an on-campus orientation.

Welcome Center Personnel

Currently there is an only one full-time employee welcoming and directing students when they arrive at

the Welcome Center. When this employee takes breaks, schedules a day off, or is required to perform

other tasks during the day, there is no one to assist and direct students. The CPI Communication Team

feels that this situation leaves students without direction and guidance. Not only does this create

challenging situations for students and employees, but it does not provide acceptable customer service.

With this in mind, the CPI Communication Team is recommending the hiring of an additional Welcome

Center employee to increase customer service. See page 39 for the recommended knowledge, skills,

and abilities for such an employee.


Employee Training

At a minimum Welcome Center employees must know what the Seven Steps are and why they are

important for the students and the college. A consistent message and consistent answers must be

communicated to our students so the student can go through the process of enrolling in classes with the

confidence they are on the right path. To accomplish this all Welcome Center employee must be

coached, trained, and comply with the plan to know the policies and what steps we expect students to

take to be enrolled in classes. The training content and schedules should be determined by

collaboration among the director of the Welcome Center, Human Resources, and the Department of

Teaching and Learning Support Services. It is conceivable that training could be done in-house, as well

as with external consultants.

Other Considerations

Ellucian Recruiter

The CPI Communication Team included the future recommendation and cost of the Ellucian Recruiter

software because it may be a means to resolve many of the CPI teams’ recommendations as a whole. If

recommendations are viewed individually versus a whole, we may make decisions and commit

resources to parts and not the whole. See page 40 for additional details.


Gantt Chart

Gantt Chart 01/14 02/14 03/14 04/14 05/14 06/14 07/14 08/14 09/14

Printed Signs and Brochures

Approval of recommendation and required funds

Identify Executive Sponsor(s) for project(s)

Initial meeting/planning with primary departments

Graphic department - develop design for signs and brochures

Welcome Center department Directors - Registration, Recruitment & Enrollment, Financial Aid,

Building & Grounds

Second meeting with primary departments

Production of signs and brochures

Placement of signs in designated buildings

Distribution of brochures

Digital Signage




ITS department

Graphic department - develop design for signs and brochures



Design and approval of PowerPoint Presentations

Implement 7 Steps and Important Dates on PowerPoints

Concierge Desk

Welcome Center Lab

Main Campus


7 Steps and Important Dates on HFCC Website




Graphics Design / Branding

ITS - web page navigation



Implement new web pages and navigation

CCX Outbound Dialer – Get the HFCC Message Out




ITS department


Meeting with Vendors


Implementation of software & training on software

Complete Training for call center employees

Mandatory Orientation




ITS department - implementation of video on HFCC website



Meeting with Vendors


Produce Orientation on-line video

Implement Orientation on HFCC website and promote



Hiring of new personnel

Proper training of new personnel

Training of Welcome Center Employees




Welcome Center department Directors - Registration, Recruitment & Enrollment, Financial Aid

Create policy manual and steps



Project Cost

Costs for Improved Communication with Students

Item Number Unit Cost Total Cost

Printed Signs 15 (Welcome Center, LRC, and Student Center)

Design cost $168; printing cost $35.00

$203

Brochures 16,000 Design cost $420; printing cost $6,400

$6,820

Digital Signage - Use existing equipment to incorporate 7 Steps and important dates.

$0.00

Outbound Dialer 1 Hardware/Software $36,408; Maintenance $5,472; Professional Services $6,864

$48,744

Online Orientation 1 $750/2.5 min $25,000

Additional Personnel (Help Desk Associate)

1 $15.45/hr ($32,136); 32.45% benefits ($10,428)

$42,564

Anticipated Total $123,331.00


Signs, Posters, and Brochures

Signs

Typically put on foam core and laminated.

Size is 11 x 24 ½

Cost is approximately $2.28 per sign to print, plus design time.

Design time is usually 8 hours. Cost per hour is $21, for a design cost of $168.

Posters

Posters are 11 x 17

Cost is $0.28 per poster to print, plus design time.

Design time is usually 5 hours. Cost per hour is $21, for a design cost of $105.

Brochures

For a color brochure similar to the Columbia example - $0.40 each to print.

Design time is usually 20 hours (includes initial design time plus proofs/revisions). Cost

per hour is $21, for a design cost of $420.

Can be completed in approximately one month.

These costs are all based on creating the materials in-house. To outsource the design/printing,

the cost would more than double. An outside vendor will charge approx. $50/hour for initial

design time, with $80-$90/hour for revisions.


Digital Signage

There is an infrastructure already in place to communicate the Seven Steps and important

dates. The cost to implement digital signage will be the time of existing HFCC staff members.

CCX Outbound Dialer

The packaged components provide customer contact teams with powerful tools to increase

productivity, reduce operating costs, and improve customer satisfaction.

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single-server, contact center-in-a-box deployment while offering the flexibility to scale to larger,

more demanding environments. Cisco Unified Contact Center Express helps ensure your

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Associate Sales Executive 4220 Varsity Drive, Suite F

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tel:6163655517

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Online Orientation Video


The Concierge represents a crucial point of contact for visitors to the Welcome Center. This employee

must have the following knowledge, skills, and abilities:

Excellent interpersonal skills

Excellent verbal communication skills

Understanding of the Seven Steps for Successful Enrollment

Ability to discern the actual need of the visitor as contrasted with the perceived need of the

visitor

Understanding of the functions and services provided by each unit in the Welcome Center

Flexibility to effectively deal with different types of visitors and situations

Familiarity with technology employed by the college


Ellucian Recruiter

Ellucian Recruiter is listed in this project as a solution that covers many different areas for

managing and communicating with prospective students. There are many features offered in

Recruiter and a thorough study should be made to assess the resources required and a method

to determine the return on investment. (Below information is from the Recruiter website.)

Ellucian Recruiter - Student recruitment software helps streamline admissions.

Today’s enrollment and admissions teams are focused on connecting with your institution’s

target prospects and getting them to apply and enroll. To do this effectively, you need to

identify prospects with the best-fit to your institution and then personalize your outreach

activities to deliver targeted messages to each individual. You also need to monitor and assess

the effectiveness of your recruitment activities.

“We are committed to using Ellucian Recruiter because we’ve all seen the increase in

enrollment. And that additional tuition lets the university move forward with new initiatives

and programs; everyone benefits from it.”

—Steve Mason, Manager, Enterprise Data Systems, University Information Services, Pacific

University Oregon

Ellucian Recruiter™ is advanced student recruitment and enrollment management software

that provides insight into your prospect pool, using enrollment probability and predictive

modeling to help you identify your ideal prospects. With Ellucian Recruiter, you have the ability

to personalize your message to each prospect, with tools to ensure the message gets delivered

the way they’ve said they want to hear from you. In addition, this student enrollment

software’s performance tracking and analysis tools provide you with real-time visibility into

campaign performance so you can focus energy on the most effective strategies.

When you have the tools you need to automate the recruiting lifecycle and make strategic

decisions, you can focus recruitment efforts on activities that drive results and maximize your

enrollment goals.

Ellucian Recruiter student recruitment and enrollment management software helps institutions:

Increase completed applications and enrolled students

Reach best-fit students with the right message

Reduce enrollment costs per student

Track and analyze the performance of recruiting efforts

Choose from on-premise or hosted deployment

Integrate with any student information system


Ellucian (June 4, 2012 Prices)

ATTACHMENT A‐060412‐H19

PERPETUAL TERM SOFTWARE

Henry Ford Community College and Ellucian Inc. ("Ellucian") agree on this __________ day of

__________________, 2012, that subject to the Ellucian (formerly named Datatel) General

Terms and Conditions Agreement separately signed and expressly incorporated by reference

herein, Ellucian will license to Henry Ford Community College and Henry Ford Community

College will accept license of the following software programs/modules and related

documentation (the "Software").

Perpetual Software

Description Price

Ellucian Recruiter $66,000

Includes Recruiter Base License

14 Ellucian Recruiter Users $21,000

One time, perpetual license for 14 Recruiter named users including

14 Microsoft Dynamics CRM named users

Software License Subtotal $87,000

Henry Ford Community College Discount (1) ($5,220)

Software License Total $81,780

(1) Discount contingent on final executed contract received by Ellucian on or before June 29,

2012.

Note: Henry Ford Community College is responsible for all hardware, operating system and

database acquisitions.

Software License Fee .................................................................................................. $81,780

Sales Tax (please submit a copy of your tax exempt certificate if applicable) .......... As Incurred

NET CASH BALANCE DUE UPON SOFTWARE DELIVERY................................................... $81,780

EllucianTM

ATTACHMENT C‐060412‐H19

EXTENDED SERVICES

Henry Ford Community College and Ellucian Inc. ("Ellucian") agree on this __________

day of __________________, 2012, that subject to the Ellucian (formerly named Datatel)

General Terms and Conditions Agreement separately signed and expressly incorporated by


reference herein, Ellucian will provide services (the"Services") to Henry Ford Community

College and Henry Ford Community College will purchase stated Services during a period of

twelve (12) consecutive months (the "Term").

Summary of Proposed Estimated Professional Services

Description Price

Ellucian Recruiter Implementation Services Package

Implementation including Project Planning, Installation, Application Consulting, Admin

Training, and User Training (384 hours @ $250/hr and $7500 of bundled services) $103,500

Services Subtotal $103,500

Henry Ford Community College Discount (1) ($9,600)

Total Estimated Professional Services $93,900

(1) By committing to complete the priorities identified in this contract within the contract term

of twelve (12) months, the client will receive a 10% Action Plan discount on classroom and

hourly rates (excluding custom/data migration and bundled services) contained in this contract.

If the client does not use at least 75% of the total value of this contract by the end of the

contract term, then the client will be invoiced for the 10% Action Plan discount already given on

any services resulting from this contract.

EllucianTM

ATTACHMENT D‐060412‐H19

ENHANCEMENT AND SUPPORT SERVICES

Henry Ford Community College and Ellucian Inc. ("Ellucian") agree on this __________

day of

__________________, 2012, that subject to the Ellucian (formerly named Datatel) General

Terms and Conditions

Agreement separately signed and expressly incorporated by reference herein, Ellucian will

provide enhancement and support services (the "Services") to Henry Ford Community College

and Henry Ford Community College will purchase stated Services. The annual Renewal Date is

July 1st. The first year of this Agreement, the maintenance fee shall be prorated from the date of

this Agreement.

Enhancement & Support Services for July 1, 2012 to June 30, 2013

Description Price

Ellucian Recruiter $21,945

Includes Recruiter Base License


500,000 White list emails and 500,000 Address cleanses per year (1)

14 Ellucian Recruiter Users $7,000

14 Recruiter named users including 14 Microsoft Dynamics CRM named users

Total Enhancement & Support Services (2) $28,945

(1) If Henry Ford Community College should exceed either of these limits per year, Ellucian will

invoice Henry Ford Community College $4,210 each for either White List Email or Address

Cleanse Email additional block of 500,000. The base package also includes 4 whitelisted email

users.

(2) Maintenance fees will be billed at a prorated amount from the date of software delivery

through June 30, 2012. Thereafter, renewal fees will be billed in advance commencing July 1,

2012 and Henry Ford Community College must renew this maintenance contract in its entirety.

First Year Fees

..................................................................................................................................... $28,945

Sales Tax (please submit a copy of your tax exempt certificate if applicable) As Incurred

NET CASH BALANCE DUE ............................................................................................. $28,945


How the Results will be Studied

The following items will be tracked in order to study the success of this project:

The Enrollment Services Office will track the development and distribution of new

promotional material describing the Seven Steps.

The Enrollment Services Office will track the number of students who participate in

orientation, whether on-ground or in an online format (once developed).

The Office Information, Marketing, and Effectiveness, in conjunction with the

Communications team, will conduct a follow-up survey of first-semester students. This

survey will be conducted after the Seven Steps promotional materials have been

created and implemented on campus, and will measure student perceptions of HFCC’s

communication efforts with newly admitted students.

The success of the project as a whole will in part be determined by an increase in HFCC’s yield

rate (number of students who are admitted to the college vs. the number of students who

enroll in classes). The Communications team will report back to the Steering Committee as

requested with follow-up data.

How Improvements Will Be Engrafted into the System

The Communications team is proposing changes in HFCC’s communication methods for newly

admitted students in an effort to increase registration and student satisfaction with the

enrollment process. The team has determined that the students have not been provided with

sufficient guidance and information from the point of admission to enrollment, which led to the

development of the Seven Steps for Successful Enrollment. The team believes that

implementing these Seven Steps will improve student satisfaction as well as HFCC’s yield rate.

In order to engraft these proposed Seven Steps into the existing system, internal procedures

must be redesigned to ensure effective workflow and communication at each step. All staff on

campus must have an understanding of the Seven Steps. Employees in the Welcome Center

will participate in additional training in order to create a unified staff that actively enforces and

guides students through the Seven Step process required for enrollment.

Ideas for Future CPI Team Improvement

1. All college webpages associated with the Seven Steps should have their content

reviewed and updated for simplicity and accuracy. A CPI team may review and update a

few websites or an individual website.

2. Ellucian Recruiter is listed in this project as a solution that covers many different areas

for managing and communicating with prospective students. There are many features

offered in Recruiter and a thorough study should be made to assess the resources

required and a method to determine the return on investment.


Appendix

Interview Summaries

Welcome Center Interview - Advising

October 9, 2013, Discussions with the Welcome Center – Advising

Initial walk through of the process for new students:

Apply online. This takes 10-15 minutes. Students can do this from home or from the lab in the

Welcome Center.

Complete a placement test. An advisor will not see a student without taking a placement test.

ESL students only take a reading/writing portion of the placement test. They do not take the

math portion unless they place high enough on the reading/writing.

See an advisor. All new students see an advisor, even those who wish to enter a selective

admissions Health Careers program. The advisor interprets their placement test scores and

suggests courses according to program. Any students who are undecided are sent to see a

Counselor, who can work with them on career counseling. The advisor also checks to make

sure that the student has a High School transcript on file.

Advisors must provide accurate information and trust. If an advisor misinforms a student, the

student will not trust them in the future and will not want to work with them.

Advisors have mainly verbal communication with students. Sometimes they will email a

student with requested information, such as a transfer or program plan. Some advisors keep

logs of all students’ email addresses for additional communication. For example emails are sent

to remind students about Winter registration.

Advisors do not accept appointments to see students most times. This changes during peak

times, like in August, when students are waiting up to 2 hours to see an advisor. If a student

without an appointment requests to see a specific advisor, they can wait for that person in

particular.

The advising department does not have any written procedures. There is confusion between

the role of counseling and advising.

When the Welcome Center was initially set up, advisors were supposed to see all new students

while counselors see all current students. However, some of the other advisors prefer to see it

in a different manner. They see all students who are new or who have decided on a program of


study, whether they are new or not. Undecided students or those who need extra assistance

(are on academic probation, are ALS/SOS students, etc.) must go to Counseling.

A discussion occurred in the group about the role of advising vs. counseling. It was mentioned

that it makes more sense for counselors to see new students and advisors to see current

students, since new students are more likely to need career counseling and they may be

undecided about a career path.

When asked if there were any suggestion to improve advising in the Welcome Center, it was

mentioned that it would be helpful to have more advisors during busy times. She also

mentioned that since the advisors are all part-time, there is a lot of turnover in employees. It

may be more beneficial to have full-time advisors instead of many part-time advisors.

Suggestions from the group included creating signs in the Welcome Center that clearly state

what advisors can do and which students they can see, but this means that their role must be

clearly defined by administration first.

Welcome Center Interview – Welcome Center Concierge

October 2, 2013, Discussion with Connie Hollis, Welcome Center Concierge

Scenario: Student receives admission letter and comes to Welcome Center. What is student

told?

Response: Most information is verbal.

Take Placement Test.

See an advisor.

Register for classes.

Students are told that, before they can register for classes, an official transcript must be

submitted. Connie provides students with the FAX number and college address to which

college transcripts may be sent. (She created document – half sheet of paper.)

Orientation is not mentioned as it is not mandatory. Connie indicated that orientation is only

intended for FTIACs.

Connie sends most students to the Lab or to the Solution Center. (Students are often sent to

the lab as a first step.) The Solution Center will help with financial aid and issues with

registration and/or records. Solution Center employees may bring in the Financial Aid Director

and/or the Registrar to assist in resolving problems.


Sometimes the “blue shirts” in the Lab will refer students to the Solution Center as the Solution

Center employees have access to more screens in Datatel. Enrollment Associate (EA) IIIs work

the Lab and the Call Center; EA IVs, the Solution Center.

Connie stated that the college’s preference is for students to take the Placement Test before

orientation.

Connie acts as traffic controller, especially for students waiting to have their photo IDs take or

waiting to pay at cashier’s window.

Connie uses the computer at her work station to print forms or other information. (She gave

example of providing MapQuest directions to a visitor.)

No one covers the Concierge desk when Connie is at lunch, on vacation, or on a sick day.

During peak times, Connie could use assistance; but that assistant must have experience or

knowledge of the college.

Main concerns expressed by students – financial aid. Connie sends those students to the Lab

for assistance. Some students appear with their financial aid award letters but do not know

how to obtain books for classes.

The Concierge desk does not have a procedures manual. Connie keeps paper and electronic

notes of information she deems important.

Connie views her position as more directing students to where they may get information to

solve issues or problems. If the problem is not complicated and can be resolved quickly, Connie

will resolve, but this is not her primary objective.

She emphasized that it is important to know the questions to ask students when they are

seeking assistance as many students do not ask the appropriate questions. The “blue shirts”

also need to ask the appropriate questions.

When asked if she could change one thing about the processes/procedures in the Welcome

Center, Connie indicated that it would be helpful to have a better method for students in the

lab to identify that they need help. “Help Information Form” shows on a computer or appears

as an icon on a computer in the Lab. Students are to complete this form to request assistance;

however, no instructions exist as to how to access the form.

When asked if there were any tools that would help her perform her job more effectively,

Connie indicated that having another person staffing the concierge desk would be helpful, but

this person must have knowledge of the college (as noted above).


Welcome Center Interview – Financial Aid

CPI Notes from Interview with Stephanie from HFCC Financial Aid Office 10/9/13

Stephanie outlined the process, with support documentation, of what the Financial Aid process

is for communicating with students that have applied for financial aid.

She stated that she does not look at where a student is in the system regarding application to

HFCC. For Financial Aid purposes, financial aid is financial aid, whether a student is new,

current, etc.

Students can apply for financial aid for the upcoming year beginning January 1st. During

February, HFCC starts loading FAFSAs into their system and the communication process begins:

This typically begins the communication process to students: (correspondence is every 28 days)

1st, a letter is sent out to student indicating that they are in the system 2nd, an e-mail is sent out

to student indicating anything they are still missing in system 3rd, another e-mail is sent out to

student indicating if anything else is missing If a student does have missing documents and does

not respond to any HFCC email communications regarding those missing docs within 3 months,

HFCC discontinues communication with that student.

This information/update is also available on Web Advisor, but students do not have access to

WebAdvisor until they are admitted and log in.

If a student is “clean,” (no further information is needed), then their FA application gets

processed and approved within 24 hours.

Terms to define:

Pending

Prospect

Clean

ISER

FAFSA

Student gets award letter and also copy of Financial Aid booklet (federal requirement that HFCC

provides this information to every student applying for financial aid).

Documents, forms and contents of booklet are available online at HFCC, but in varying locations

in varying forms (not a bad thing).


If a student is selected for verification, they will get correspondence requesting further

verification documents.

If a student sends in too much information, then they are automatically selected for verification

(not a desirable situation). Some people just submit everything that they see in the forms on

WebAdvisor or online because they think that they have to, instead of reading the directions

and only submitting what is initially required.

Stephanie's observations:

Some students think of financial aid as “winnings,” a “reward” check or “their money.” Some

don't even realize that college costs actual money (similar to public high school).

Students don't read the materials, too overwhelming or feel the need for personal assistance.

HFCC model is designed to be self-service, but students actually cannot accomplish all the

intricacies of financial aid without some service and support.

HFCC is unique in its set-up for this process; other schools do not have the complete self-service

formula in place because it's not effective (Austin, TX Community College as a reference).

Since moving to the e-mail system of communication, the process has become much improved.

New requirements can be blasted out to 10,000 people easily, and the students come in with

their e-mail on their smart phones and show the HFCC staff what forms they're speaking about

when asking for help (this is a great help).

The communication from Financial Aid references a phone number for students to call for help,

but calls don't get immediately answered (staff much choose between in-person help or

returning calls and e-mails regularly). Perhaps the letters/e-mails shouldn't say “Financial Aid

Office” but maybe Welcome Center or even “Enrollment Center.”

When a student goes through the system one time, it is supposed to teach them how to be

proactive next time they enroll. That isn't always the case.

Perception problems with “blue shirts”-- Students feel they need a Manager, not a lab person

to get help.

Signage or name tags (or both) are suggested as a possible help for these misconceptions.


“Start Here” is very vague and perhaps misleading.

Type of students HFCC gets-- can we actually service all of them effectively?

Triage: Stephanie has served in that role. Challenge is what the student says they need vs. what

they really need.

Priority deadline has greatly helped for the smoother process. D-Reg happens sooner, and

students can get back into classes before it’s too late.

Final suggestion by Stephanie: Customized checklist available online to students that goes

through the financial aid process on paper, step by step, that can be printed out and cross

referenced, allowing students to see what needs to be done for completion along the way, and

also lets Financial Aid office update, etc, as documents come in.

Welcome Center Interview – Welcome Center Testing

October 9, 2013, Discussion with Janet Hazamy, Welcome Center – Testing

According to Janet, the college’s website indicates that the Compass Test is a two-hour test.

Janet believes students do not read the information and, thus, do not come prepared for the

test.

The application can be done on line; a student can complete an application 15 to 20 minutes.

Students can view and participate in a sample test so that they may experience the Compass

testing.

Janet believes that the website needs to grab the attention of the student. She suggested:

1. Apply from home.

2. Come prepared.

3. Meet with an advisor.

She believes that signage with numbered steps would assist students when they come to the

Welcome Center.

She also believes that group advising would help at peak times.

Janet and Faye do not have contact with students except for testing.


Once a student tests, the students receives two print-outs of the test scores – one for the

student and one for Janet or Faye to input into Datatel.

At one time HFCC staff were investigating whether a connection could be made

between the Compass test scores and Datatel so that scores are not manually entered

into Datatel. Obvious advantages: Immediate recording and no typographical errors.

Janet and Faye have developed a procedure for using the banks of computers in the testing

room for ELI, math and English, reading, etc.

Limited monitoring of the testing room is available. At peak times, very little monitoring

can be done.

Accessing numbers of students who have tested and other data can be accomplished with

administrative rights with the software.

ACT scores must be sent to the college, and Janet and Faye frequently enter these scores into

Datatel.


HFCC Website Observations

Registration Websites

Web page: https://www.hfcc.edu/registration-and-records

The Registration web page is very sterile; Just the facts. It would be helpful to explain what the

role of the Registration office is in general. Under the How to Register for Classes section, it

simply provides the link to WebAdvisor with no information what so ever on what WebAdvisor

is. When you click the link it takes you to the sign in page, again with no explanation of what

this is and what information is stored here. Giving some background information to students

would be very helpful.

Once at the WebAdvisor page, the student’s access is clearly displayed. If the students do not

know their user ID it addresses the problem right there and if you put your name and social

security number it displays the student’s ID right away. Once signed in selecting registration

and searching for classes go pretty smooth. If a student wanted information on Waitlisting a

class there is a link on the Registration and Records web page it is under the Course Waitlist

section but the link is broken.

When you call the phone number you get a message that gives way too much information. It

talks about financial aid, refund checks, registration for classes, etc. The message goes on and

on and on! This should be broken up and a student should be able to select the area and THEN

hear the message that pertains to them. It goes on and on and then gives me a message that

the college is closed and gives the College hours. This should have been given first so that I did

not waste my time listening to the message

Students who want transcripts are told to go to WebAdvisor except for students who attended

prior to 1989 they are told to request transcripts using the PDF form, but it does indicate where

to get the PDF form, leaving no other choice but for the student to call the college to get the

annoying message noted above.

In general, the information is there but not in a reader friendly format and not very inviting. The

best improvement would be to clearly state what is WebAdvisor and how to use it.

https://www.hfcc.edu/registration-and-records


Counseling

Web page: https://www.hfcc.edu/campus-life/counseling

The counseling web page is VERY confusing. It begins by inviting students to make an

“academic advising” appointment, which would cause me to question the role of academic

advisors vs. counselors, and which one I should be seeing. The page also refers to the

department as Academic Advising as opposed to Counseling. On the plus side, the page does

include information that clearly spells out the services offered by Counseling. (This kind of info

would be appropriate on the academic advising web page.) The Counseling page indicates that

Counselors aid students in:

Selection of courses related to an educational program/curriculum/degree

Selection of an appropriate schedule/times for classes

This is the kind of information that is absent from the academic advising web page.

The office hours and location are listed on the page, but you have to scroll all of the way to the

bottom before finding them.

I would strongly recommend that Counselors and Academic Advisors work to create clear,

distinct web pages that point students in the right direction as to who they should see and what

office to visit.

Academic Advising

Web page: https://www.hfcc.edu/academic-advising

The academic advising web page provides useful details such as the department phone number

and hours of operation. The department also provides a list of their services, but it might not

be clear to a new student that academic advisors can help with course selection and

interpreting COMPASS scores.

The language seems to be written at a higher level than necessary.

Orientation Website

When I searched the Henry Ford Community College (HFCC) website (www.hfcc.edu), I was not

taken directly to the Orientation website. I was provided with a listing of links from which to

choose.

The link “New Student Orientation” is simplistic and plain – no pictures to attract attention.

https://www.hfcc.edu/campus-life/counseling

https://www.hfcc.edu/academic-advising

http://www.hfcc.edu/


The listing of links on the left side of the page has no heading. The link to HFCC’s home page

says “home”; I would have thought the link would have said “HFCC Home Page.”

I clicked on the various links and note the following:

Wireless Campus still lists Andrew Mazzara as president.

Student Services does not differentiate between counseling and academic advising.

Presentation of each link varies. Consistency in presentation (colors, pictures, HFCC

logo, etc.) may be helpful.


Survey Material

Survey Letter

Dear Henry Ford Community College Student,

HFCC has recently created Continuous Process Improvement (CPI) teams on campus. These

teams are made up of employees from across the college who are dedicated to making

improvements to policies and procedures that directly affect our students.

Our team is focusing on the way that important information is communicated to students

during the Admissions and Enrollment process. Many important events happen during this

time, including orientation, placement testing, and advising. We are trying to find out how well

HFCC communicated information to you about these steps.

To help us learn more about this topic, please complete a short survey about the admission and

enrollment process at HFCC. (See survey link below.) This survey should only take 5 minutes of

your time. Your participation is voluntary, and all responses are anonymous. The survey will not

ask for your name, and your answers cannot be linked to your email address.

As a token of our appreciation for those who respond, we will be holding a drawing for a $25

gift certificate. You will have the option to enter your email address into the drawing at the end

of the survey.

Your participation is significant to improving processes at HFCC. Our CPI team looks forward to

learning more about your experiences.

Sincerely,

The Communications CPI Team

Henry Ford Community College

Survey Link

https://my.hfcc.edu/survey/admissions_and_enrollment_survey.htm

https://my.hfcc.edu/survey/admissions_and_enrollment_survey.htm


HFCC Admissions and Enrollment Process Henry Ford Community College is looking to improve the steps that all new students should follow for successful Admission and Enrollment into the college. Please take a few minutes to answer some questions about the steps in the Admission and Enrollment process. 1. Complete an Application for Admission / Send proof of high school graduation, earned GED, or other college transcript. 2. Become admitted to the college. 3. Attend orientation. 4. Complete Placement Testing (Math/English). 5. Meet with an advisor or counselor. 6. Register for classes. 7. Pay for classes. Did you know that the steps listed above were part of the admission/enrollment process?

Yes

No

Were you informed about any of these steps from the college, such as HFCC staff, website, catalog, or other sources? Complete an Application for Admission / Send proof of high school graduation, earned GED, or other college transcript

Yes

No

Don't Remember

Complete the Financial Aid application process

Yes

No

Don't Remember

Notified you were admitted to the college

Yes

No

Don't Remember

Attend orientation

Yes

No

Don't Remember


Complete Placement Testing for Math and/or English

Yes

No

Don't Remember

Meet with an advisor or counselor

Yes

No

Don't Remember

Register for classes

Yes

No

Don't Remember

Pay for Classes

Yes

No

Don't Remember

Did you participate in the following steps? Complete an Application for Admission / Send proof of high school graduation, earned GED, or other college transcript

Yes

No

Don't Remember


Yes

No

Don't Remember


Yes

No

Don't Remember

Attend orientation

Yes

No

Don't Remember



Yes

No

Don't Remember


Yes

No

Don't Remember


Yes

No

Don't Remember

Pay for classes

Yes

No

Don't Remember

Please evaluate the steps. Were these steps effective and easy to complete while registering for the Fall semester? Complete an Application for Admission / Send proof of high school graduation, earned GED, or other college transcript classes

Very Easy and Effective

Somewhat Easy and Effective

Difficult

Didn't complete this step

Don't remember




Difficult


Don't remember





Difficult


Don't remember

Attend orientation



Difficult


Don't remember




Difficult


Don't remember




Difficult


Don't Remember




Difficult


Don't remember

Pay for classes



Difficult


Don't remember

Did you feel you were given all the information you needed for a successful start at HFCC?


Yes

No

Are you currently enrolled in classes at Henry Ford Community College?

Yes

No

Have you enrolled in classes for Winter 2014?

Yes

No, but I plan to enroll

No, and I do not plan to enroll

How can we improve our communication with students concerning the enrollment process at HFCC?

As a token of our appreciation for those who complete this survey, we will be holding a drawing for a $25 gift certificate. Please enter your email address to be entered in the drawing. (Winner will be notified by email. Email addresses will not be used for any other purpose.) Email Address:

Thank you for taking the time to share with us your experience and thoughts on HFCC's admissions and enrollment steps. Your contribution will help future HFCC students as they navigate through these processes.


Survey – Student Survey Comments

HFCC Admissions and Enrollment Process Survey

(as of November 8, 2013)

Note: Comments are moved over exactly as written. No editing.

How can we improve our communication with students concerning the enrollment process at

HFCC?

Answer the phone when students need information when Calling Henry Ford.. Also.

advisors need to explain the process of selecting classes better.

The advisors need to be more readily available to talk to students regarding specific

programs. There should be more than 1-2 advisors for nursing, because there are a lot

of students trying to communicate with them, and they're too busy to return phone

calls or emails. Also they should be available after 4pm on some days. This is a

community college. People work full time and can not get to the school before 4 on

most days.

Have more staff to help students in the welcome center

Text alerts

More employees in the welcome center so hundreds of people dont have to wait hours

upon hours to get answers

The whole process was a complete pain in the butt. I started with my placement exams.

Never attending HFCC before I walked into the testing area the greeter at the front desk

wouldn't look up for a few min finally she acknowledged my existence and pointed me

to the right place since I had already enrolled online. The Arabic woman at the testing

area was. Very kind. Then came registering for classes the internet web site is HORRIBLE

I was specifically looking for online classes because I dont have time to sit in a class. It

would be much easier if there was a online courses only section. Also the school has

become more dangerous robberies, buildings look run down and dilapidated. I toured

Washtenaw community college and was amazed at the difference not just the buildings

but the staff!! I recommend you take a field trip and learn. BTW I as others are reluctant

to pay a school who is receiving bad press for being sooooo far in debt and not even

realizing how they got there! Bottom line improve safety, fix facilities, become


financially sound, & make a better website!

Just keep up the good communication !

Continue doing what your doing.

I feel that the website is not that user friendly. Sometimes you have to really dig for

information or it's not labeled clearly. I have not personally applied for financial aid or

completed other steps at the welcome center, but many other students complain that

people are not helpful, don't answer questions correctly, give wrong information or

don't answer the phones in a timely manner. There needs to be a better way or more

people should be hired to assist students.

Please remove me from your mailing (** didn’t leave a name or email address**)

Better communication when documents are approved/ received... and more

knowledgeable people on military benefits

Each student should be able to receive information from the same advisor all time to

avoid confusion and misunderstanding between the new student and what he or she

should do.

From my point of view I believe that as soon as students are being accepted to the

college then the counselors should set an appointment with these students because

some of them are lost with the classes they need to take for there major. Or notify the

students about the program evaluation that is located on the web adviser. It would save

so much time for the counselors and the students.

Henry Ford do not need to make any improvement . The staff has done an great job

helping me to proceed in my education.

You don`t make it clear or understandbul as registering for the Promissory application is

concerned. I din`t understand about the deadline or how to go about onbtaining

process. Students will be very confused. please be more clear and simple !!!!!!! Thanks

a student now with my aunts help.


create a blog

As a 24 year veteran in teaching and a teacher in the Dearborn Schools, I simply needed

to take one class at HFCC to renew my certification. I was given misinformation as to

how to do this on several occasions which caused me to miss the deadline for enrolling

in fall classes. I was amazed how the same department would give me different

information depending who I spoke with. The matter has been since resolved but all

attempts to enroll online have been futile as I was not given any info other than a

student number. I was extremely frustrated by the process, regardless of who I spoke to

or contacted online.

My husband and I, both Dearborn residents over 60, wanted to take a Beginning

German class for personal use. The process is ridiculous for people in our situation!!! -

Who even has transcripts any more? - We didn't need to be evaluated, we knew we

were beginners. - There was no reason to meet with a counselor. - The HFCC staff at the

computer center were rude. Sorry, but until accommodations for Seniors who just want

to take classes for personal fulfillment are set up, we will NEVER step foot on that

campus again!

Sending them emails and telling then if they got the class and sending mail to there

house

More class to chose on

When recommended to send emails to the dean, the dean such answer as soon as

possible. I was having some problems with a class so was told to email him, however its

now been about four months and haven't received an answer.therefore i was unable to

register for that class

When it comes to financial aid, if their is a document missing, ETC. Not only a call should

be given, but an email and another follow up call. One call is not enough, if missed. Also,

all Welcome Center employees should be educated on general placement of math and

writing based on scores.

The most difficult part for me was registering for financial aid at Henry Ford Community

College. I ended up running into a lot of problems (the office not accepting some

paperwork, or stating that I was missing paperwork when I certainly turned it in).

However, I am assuming that it was very busy at the Financial Aid Office at the time,


since it was in the summer and there were many students registering at the same time.

Having more employees at the solution center would be a good start. It is not so busy

now, but every time I came this summer there was a long line and only one or two

people working.

Send out a letter with all the steps to be completed, the order they are to be completed

in, and a time frame they should be completed by.

As I have attended various other colleges it is always benifical to meet with an advisor or

counselor before signing up for any classes to see which or all of transfer credits were

accepted. I had called several times trying to make an appointment with a counselor

and was unable to. I have found that when you make an appointment with a counselor

it allows them to gather all our information and is better prepared then to cover your

individual needs then WASTING my time by only having walk in times to see a counselor.

I did not like this at all and will not be attending HFCC as they did not want to do their

jobs so why would I pay them any further money by attending their college.

The Welcome Center is actually very helpful in the enrollment process of HFCC's

upcoming new students. Even the website has been a great help for finding the next

steps for the enrollment process. This is just a suggestion but it would be really great if

there is a brochure at the Welcome Center concerning all the steps to be taken for

enrolling at HFCC. Probably there is some sort of brochure of this kind but it needs to be

easily seen and grab by the people just passing by. Like a big placard at the bulletin

board or brochures at the desk of the nice ladies from the front of the Welcome Center

near the mail box. Overall it isn't really that hard because if you don't know something,

all you need to do is to look it up online or just simply ask from the people at HFCC.

Continue to send elaborative emails

improving the welcome center. lots of confusion, long waits, and nowhere to sit. I would

get directed to one area, wait for at least an hour then be told that i was not in the right

place. very frustrating.

Make the registration for classes process much simpler and easier to understand.

When going to advisors they need to be more clear and have better communication

skills on what students need to do, such as what classes to take, how the process of


financial aid paying for classes goes, and what they accept as credits from high school

classes. Throughout the semester I have gone to different people and gotten totally

different answers from them all. The customer service is not the best and I have found

people to be rude when I ask a question. Getting an answer is like pulling teeth.

You might want to actually answer the phone when student try calling for very

important reasons.

There should be one advisor to help you through all the steps from beginning to end. I

was completely lost regarding the advising, what classes to take, the placement tests. If I

was not persistent and resourceful, I would not have succeeded. I didn't understand

how anything worked including books at the bookstore. I need that one personal advisor

to help me through this process and with career questions, internships, ester ships,etc.

Indidn't know I had to have an ID or a library card or anything. If you don't know what

questions to ask you're screwed, which I was because I knew nothing. And Webadvisor

has to be the most confusing application to use. Why do they call them searching for

"sections",!what the hell are sections? I'm still pretty exasperated when trying to figure

things out. Nobody ever answers their phone, you can't reach anyone by phone or

email, then you have to go to the welcome center and sit and wait for hours to see

someone. I work and go to school and have a family, I don't have time to do that every

time I have a question. And, there's nowhere to sit when waiting. I would say so far the

experience has been beyond horrible but I'm pulling a 4.0 in spite of all the

disappointments.

Um start emailing student about activities and important information at they on email

Have people actually answer the phones.

Put more employees on duty in the welcome center, as the process of doing almost

ANYTHING there is time consuming.

Majority of members in the Welcome Center did not offer to help me in any way and

seemed to have a bitter attitude when I asked for help. As a student who had never

attended college prior to my Henry Ford Community College visit, I had no idea what I

was doing and was very overwhelmed. No one helped me and I had to figure it out

myself. It would be nice to see Welcome Center members being friendly and eager to


help. Especially because it is a brand new experience for most seniors in high school.

I find that the online registration set up is confusing. I tend to "stumble" into the

registration process as it isn't straight forward. I have to believe that the online process

could be made a bit more user friendly.

Before sending out information packets or letters, make sure to include all enclosed

documents.

very very unorganized for registering students that most definetelt need better

guidance seeing this is all new to them.

No need

Make it a little more simple for freshmen students. It was a little confusing for me.

I cannot answer honestly because I am from Early College :)

you should construct additions

I believe there needs to be more communication regarding if you received the transcript

or not (that was the reason I chose not to attend) by sending an e-mail or letter in the

mail. Also when going to the college regarding finding about enrollment I think there

needs to be friendlier people because it wasn't a pleasant experience.

To improve communication with us i think HFCC needs to increase the stuff in welcome

center because currently students have to wait long time to get help with something.

Also hire Bilingual people i know there is lot's of arabic stuff and the majority of the

students are arabics but still there are some students from Bangladesh, India, Pakistan

and many other country also there are a lot of student who coming directly to college

without going to high school in USA because they are done with it in their country and

they are weak in speaking so they need help. Hope my idea will help HFCC to improve

their quality of service. ABIDUL KAMALI (0690304)

There needs to be someone at the door to tell you these steps. I was unaware that I

needed to take the placement tests and how long they were. Registration forgot to add

me as a new student so I could not register for classes. I had to make 4 trips and the last

on my parent came with me and it was finally done right and I could register. Very


difficult.

First, staff in the registration and testing offices need to pick up their phones and offer

help when needed, especially when you are new to the campus. They never pick up the

phone and I always get the same voice mail. To get an appointment, mind you find a

counselor was like pulling teeth. If I didn't know someone who worked inside the

registration office, I wouldn't have been able to register in the Fall. Furthermore, when

went to take a placement test for Math, I was treated rudely and one of the secretaries

shouted at me and assumed that I am dumb and I can't read because I sat at the wrong

computer. When I mentioned the incident to some people, I wasn't surprised to hear

that they have quiet a bad reputation when it comes to PR. In addition, I was very

frustrated when my math class was canceled the day before classes were to begin, and

had a difficult time finding a session that fit into my schedule if it weren't for my adviser,

who is the most wonderful person I have ever met (Dr. Webster). In general, it hasn't

been a good experience for me at HFCC, unfortunately, but let's hope things truly

change, especially in the Welcome Center, which, I this point, I call the Torture Center.

Sorry!

They are great.

Better Communications and response times on emails and student inquiries

Actually, I can think of nothing better than what you are already in the process of doing.

I think your processes are effective and I am receiving a positive educational experience

here. I plan to achieve my academic goals which have been set and I would highly

recommend this institution to anyone who is thinking about extending their education.

Give a clearer breakdown and description of accumulated payments due to the school

on WebAdvisor The school should not restrict students who owe money from

registering for classes on WebAdvisor, rather, they should at least allow the student to

waitlist the classes of their choice until the debts are paid.

need more people to answer calls instead of leaving voice mails and a better response

time when you have to leave messages.

I know everything is done online now, But i know for myself i like talking to people in

person. So far it has been pretty easy in the process tho and I look forward to finishing

the process and starting classes at hfcc


Provide students with one package that lists all of the steps, in order, that need to be

completed, along with what the student should expect as an outcome. When students

call by telephone make sure a live, knowledgeable person answers the phone and

addresses the question on this initial contact, if at all possible. Messages that are left on

voice mail are much more difficult and take longer to deal with than answering the

question on the first contact. Also, students are much easier to communicate with if

they are not frustrated with the communication process. In other words handle

communications on the a front end whenever possible to save time one the back end of

the communication, and improve customer service outcomes.

hfcc Gave me the informations i Need to get my classes together.

make your staff aware of what classes are offered at hfcc no one I talked with knew

what thae class i wanted to take was or if it was even offered

Show them every step

Add more staff members to answer phone calls since whenever I call I have to be put on

hold for about 10-15 minutes. Other than that everything else at HFCC is great.

I think it's an easy process just the way it is.

HFCC screwed up my FASFA and I could not go to school this year.

Call the students, send a list of what to do next, send notification about how to access

information on the website such as when/how to receive your hank id and what it is, let

transfer students know they still must take placement exams, send a map of the

campus.

Have some evening appointment times available for counseling.

I did complete a survey, but I forgot to add to my comments that working with high

schools and early college to help high school students earn a degree while the district

pays for it is placing the college students behind in schedule because by the time

registration opens, most sessions have been closed, which isn 't fair for those students

who need to meet graduation requirements and are paying out of pockets to attend

your school. (Sent to Lori Gonko via email.)