2012 Student Satisfaction Survey ACAP Action Plan The feedback from students responding to the 2012 Student Satisfaction Survey was overwhelmingly positive about study at ACAP. A summary of those responses was made available to students in December last year as part of ACAP’s commitment to a transparent process of listening to students’ issues and to keep students informed of quality improvements based on their feedback.

2012 headline data

Satisfied with the quality of the course 86.27% (9.48% neutral)

Learned something I consider valuable 93%

Satisfied with services ACAP provides 79.84% (13% neutral)

Overall, I am satisfied with my study at ACAP 84.9% (10% neutral)

Although there are high levels of satisfaction with various aspects of ACAP’s courses and services there are still areas for further improvement.The following action plan addresses the areas students have indicated require attention.The action plan has been divided into three sections:

1. Academic- which reflects the planned improvements within the schools.2. In support of learning- which reflects planned improvements in administration and other functional areas.3. Campuses- which reflects planned improvements to individual campuses.

ACAP will continue to inform students throughout the year of progress in relation to this action plan. The schedule for communications to students is as follows:

Communication Schedule

Communication Date Comments

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Summary of Responses By end of 2012 academic year Completed

Action plan to address issues Week 2 Term 1 Completed

Update on action plan Week 7 Term 2

Final- completion of action plan Prior to Week 1 Term 3

The 2013 Student Satisfaction Survey will be opened for student feedback in early October. There is a great deal of good work occurring at ACAP and we hope that will be reflected in even higher levels of satisfaction.

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1. ACADEMIC

School of Counselling

Issue Response Progress

Equivalent workload across units of study and relevancy of course materials

Curriculum review and alignment of assessment workload undertaken as part of ongoing Quality Assurance in the School. These improvements are being accelerated in 2013 through review of all School courses for accreditation and re-accreditation processes.

Course reviews completed for Masters and Graduate Diploma degrees, in progress for Bachelor degrees (to be completed by end of July 2013)

Responsiveness of teaching staff

Week 11 unit surveys communicated to teaching staff with follow up interviews where there is negative feedback from students.

Curriculum review takes account of unit feedback from students. Professional development training for teaching staff takes place

at the beginning of each year on each campus and also throughout the year.

Actioned at end of each term

Course reviews completed for Masters and Graduate Diploma degrees, in progress for Bachelor degrees (to be completed by end of July 2013)

Prior to Term 1 commencing, Professional development training for teaching staff took place on each campus.

Course content and materials could be more Australia specific and up to date

New curriculum for Counselling Skills 1, Counselling Skills 2 and Social Legal and Ethical Issues.

New Australian text books used e.g. Geldard and Geldard (2012) for Counselling Skills 1 and 2 units.

New curriculum for Counselling Skills 1 and Social, Legal and Ethics Issues is completed.New curriculum for Counselling Skills 2 is close to completion.

More timetable options, more OC classes, wider range of electives timetables, more options in Summer school,

Blended delivery for Alcohol and Other Drugs Counselling to be piloted in Term 2 2013 for Queensland and northern NSW students

Blended learning is being integrated into revised courses as a delivery model, in order to broaden timetable options and

Eligible Queensland and northern NSW students are currently being contacted about the blended learning pilot of Alcohol and Other Drugs Counselling by School staff

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courses available at all campuses

increase flexibility for students. on Brisbane campus

School of Psychological Sciences

Issue Response Progress

Degree to which ACAP is “well known”

Staff inform and provide and emphasise evidence in class and at all information meetings that ACAP has a positive reputation in the community and with the profession.

Communication plan developed and implemented

Staff met at commencement of 2013 academic year to develop and implement a communication plan.Information sessions implemented in Week 4 of Trimester 1 to inform students of place of ACAP in the accreditation system and how progress is associated with the reputation of the School of Psychological Sciences. First session held in Week 4. Further sessions will be held in the following two trimesters. Sessions at Fourth Year level held in Week 8.

Communicating change Staff to inform students in class what actions have been taken to develop units in the light of student feedback and to communicate changes that have been planned by the School

Procedures to ensure changes communicated to students developed and implemented.

Staff meeting at commencement of 2013 academic year to develop a communication plan. All unit coordinators to ensure that they speak to the unit plans in lectures (captured by the Echo system ) to clarify for students the bases upon which the unit assessments and plans are constructed. Completed week 1, Trimester 1

Perceived inequality of workloads

Course coordinators will collaborate with unit coordinators to examine the workloads, in terms of assessment and readings, within each unit and address any perceived inequity.

Meeting of coordinators in January 2013 to plan actions held and information communicated to all staff. Analyses of assessment workloads showed there to be no observable inequities across units. Unit coordinators informed all students of the basis of assessment loads in

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beginning of units trimester 1. This will be continued in the next two trimesters of 2013. Completed week 1, Trimester 1.

School of Vocational Education and Training

Issue Response Progress

Course content and materials The VET quality improvement curriculum and assessment review program will result in the following:

Revised (CHC8D03V)Counselling Theories assessments

Revised module curriculum for (CHC8D11V) Communication Skills and Relationships

Both to be introduced in Term 2 2013.

Student Orientation The VET team student action plan has scheduled: Understanding VET Assessment Information Sessions(both

on campus and online delivery options)

To be conducted during Term 2 2013.

Quality of assessment feedback

The VET professional development program for all VET teaching staff includes: Standards for VET assessment and feedback

Sessions for both online and on campus teaching staff to be completed by June 2013.

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2. In Support of Learning

Library

Issue Response Progress

Library eResources to better address the needs of students in the School of Psychological Sciences

Content Trial Science Direct and Sage Psychology journal

databasesDiscoverability Introduce a single search discovery layer (Primo) Introduce SFX link resolver to provide direct links

from PsycINFO to non-EBSCO databases and link ACAP content to Google Scholar search.

To be completed by April 2013.

Improve campus library facilities Brisbane Campus Increase study seating Improve printing servicesMelbourne Campus Increase study seating

To be completed by June 2013.

Publication Unit

Issue Response Progress

Online Educator responsiveness & engagement

Better incorporation of Educational Designer (ED) into curriculum and professional development activities

Instigate research into online engagement

ED is now involved in a range of curriculum design projects to support improved design of activities.ED currently conducting research into best practice use online discussion forums.

Up to date and high quality course Change printer to improve quality New printer implemented – print quality has

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materials Working flexibly with each School and department

improve curriculum resources

improved as a result.Supporting the School of Counselling in move to online book function for curriculum.Investigating customised textbooks to add to print and e-textbooks.Copyright register in operation, duplicate readings minimised.

Educational Technology and eLearning

Issue Response Progress

Online Educator responsiveness & engagement

Support educators and schools through the provision of relevant professional development support for those teaching online

Introduce a variety of interactive learning technology tools into ACAP online class spaces

Foundations of Learning and Teaching Online and TechTalks professional development series is now in place to support teaching staff; Teaching with Technology sandbox is available to teaching staff.New technologies such as web conferencing have been introduced into ACAP and are being supported for inclusion into teaching and learning practices.

Improve information about and functionality of online class spaces for students

Improve user guides (print and video) in terms of media and access

Develop online short course for students to introduce them to learning on line and to familiarise students with the core functions of the learning management system

Complete

Short course in planning phase.

Student Learning Support

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Issue Response Progress

Improve student knowledge about, and access to, Student Learning Support Services

Launch Student Learning Support website to consolidate information and resources

Develop learning resources in a variety of media to reach out to a diversity of student learning preferences

Extend online feedback service to more students

Launched February 2013. Links from within Student Portal to website.Audio/video recordings and resource. development has commenced and will continue throughout 2013. Resources will be available on the SLS website.Smarthinking service will be continued and extended in Term 1, 2013.

Improve SLS services to VET students

Develop services and resources tailored for VET students VET specific academic and learning skills workshops and webinars have been developed and will be offered from 2013.VET specific resources have been developed and will be available on the website.

Improve student access to group/peer based learning support

Provide more PASS support (peer assisted group study sessions) to both on-line and on-campus students.

From Term 1 2013, the PASS Program will be incorporated into eight on-line and eight on-campus units.

Information Technology

Issue Response Progress

IT support response times Develop capacity to reset passwords automatically, and a new password sent as an SMS.

All enquiries to the IT Helpdesk will be immediately responded to automatically with suggested answers based on a FAQ database. This will be followed up with further support from the IT Helpdesk if the student finds the response inadequate.

Preliminary testing completed. Due to be implemented in late 2013.

Development to commence mid 2013.

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User guides Additional webinars to be designed and delivered on eLearning tools such as Turnitin and Handbrake.

To be developed late 2013.

3. Campuses

Brisbane

Issue Response Progress

Cleanliness of campusPoor ventilation and lighting

Cleaning contractor contacted Cleaning during the day to ensure toilets in particular are kept

clean.

Air conditioning ventilation and cooling issues addressed

Contractor replaced staff.Completed.Ahead of the start of Term1, the A/c was checked by a technician and the airflow load balanced as appropriate.

Improve common areas/facilitieschairs not suitable for all body styles, uncomfortable seatsbetter student area and facilities like a student cafe

Level 3 student break/ common area to be upgraded Work done of common areas over the Christmas break student café and library area/hub on ground floor to be

evaluated The furniture at Brisbane campus is relatively new as most was

replaced at time of move from previous campus at 99 Creek street (May 2012).

Seating is standard Navitas and represents a premium, not economy, level chair

Quote received for Level 3 Student breakout area and will progress in early 2013.

Review acquisition of additional furniture (sofa’s) including classroom furniture.

Campus new building unpleasantSecurity at night when leaving class

Refurbishment of the foyer and new noticeboards installed

Security provided during and after end of class time

Complete.

A Security guard is provided at night and for 30 min after classes finish.

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Melbourne

Issue Response Progress

Poorly controlled air conditioning (too cold on some floors, too hot on others)

Air conditioning engineers called in a number of times over the past 2 months.The matter has now been escalated to property owners.

In progress. The Melbourne Campus Manager will review in March.

Malfunctioning lifts Repairs made on all occasions of malfunction. In progress. The Melbourne Campus Manager will review in March.

Unreliable AV equipment The company responsible for the AV equipment called to rectify the issue with the AV equipment

Completed. Monitoring continuing.

Library hours insufficient From Term 1 2013 library hours were extended to include 12- 4.00pm each Saturday.

Completed. Usage will be monitored and opening hours reviewed during term.

Sydney

Issue Response Progress

Improve common areas Carpet replaced on Level 5. Level 5 kitchen floor also replaced.

Completed.

Improve common areas Extensive cleaning to common areas in addition to regular scheduled cleaning.

Completed.

Improve common areas New coffee tables in Level 5. To be delivered in early 2013.

Improve common areas/ classrooms

Re-painting of classroom walls and common area. Completed.

Improve common areas/classrooms

Replacement of old or broken chairs. New couches at reception.

Completed.

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Classroom facilities Computers replaced in training rooms. Completed.

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