Tri-County Technical CollegeStudent Intake Program

Brian D. Swords, Ph.D.

Intake Models at Tri-County Technical College

• , Prior to 2006“Headcount”

2006 – 2013“Survival”

Present“Student Success Focus”

• Individual/Small Group Admissions and Advising

• Streamlined model of admissions

• Relied on technology• Orientation • Faculty advising

• Pre-Enrollment component• Evaluation of Risk Factors• Invasive Advising• Personalized and

Engaging• Correct Program Fit• Focus on “Transition to

College Journey”• Better Communication• Comprehensive

Advising/Coaching

TCTC Journey to Student Success IntakeWhat led to our “streamlined” model

• Increase in enrollment during 2000’s• Economic Downturn 2007-2009

• Funding Concerns

• Increased accountability from state• Federal Financial Aid Changes• “It’s the right thing to do…”

Background Information

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4,125

4,5484,709 4,645 4,753

5,223

5,730

6,7586,941

6,8006,622

0

1,000

2,000

3,000

4,000

5,000

6,000

7,000

8,000

2000-01 2001-02 2002-03 2003-04 2004-05 2005-06 2006-07 2007-08 2008-09 2009-10 2010-11 2011-12 2012-13

Tri-County Technical College Fall Enrollment Data

Funding Changes in South Carolina

• Act 388 “Property Tax Reform Bill”• Altered Education Funding

• Education funded by 1 cent sales tax, in lieu of property tax

Funding Concerns / Increased Demand / Perfect Storm

“Streamlined Admissions program”

More Student Service

Demands

Streamlined program

• Used technology to pull students through the program• Did not examine student’s program fit• No intensive advising• Eliminated the “undecided” choice from application• Allowed for admitting prior to assessment• Assessment measures were only somewhat accurate

Results of Streamlined program

• Positives• Enrollment soared

• Negatives• Increase in major changes (program fit)

• Low graduation rate

• Low persistence rate / Higher dropout rate

• Students victims of SAP (Standards of Academic Progress)

STUDENTS

STUDENTS

Our “streamlined” Admissions program resulted in the never-ending recruiting cycle that saw students leaving as fast as we could bring them in.

Realization…

“You may not realize it when it happens, but a good kick in the teeth is the best thing in the world for you…”

Walt Disney

Finding a Solution

• Examined the program• Communications / Marketing

• Application

• Assessment

• Orientation

• Advising and Registration

• Enrollment impact course scheduling

New Intake Program Highlights

• Refined / Engaging Intake program• 8 steps reduced to 4 steps

• Easy for student to navigate

• Connects Intake and Advising• Seamless support throughout student journey

• Engagement points throughout entire campus community

• Student Success is the Goal

What were our absolute needs?

• Need for more personalization• Need for increased engagement of the student• Need to identify known risk factors for our students• Need to “get to know” the student• Need for the student to “get to know” the college• Prepare the student for the “experience”

• Educational Plan• Educational Path• Support Team to assist the student throughout the journey

Tri-County Technical CollegeIntake Program

Open Enrollment / Recruitment

and Marketing

Target Marketing occurs to fill open seats in programs. SA / AA regularly communicating

needs and recruitment

Swords 10_30_12

Graphical Representation of the Program

New Defined Roles

• Program Generalist: Experienced administrative, solid outgoing personality, trained in all aspects of student service. Must be a proactive student advocate.

• Data Technician: Collects and inputs data, also makes decisions based on data presented. Must be able to think quick and recognize potential risk factors.

• Student Success Coach: an Admissions Counselor with extensive training in admissions area, along with training to assist a student with outside resources. This person is a combination of admissions counselor and support counselor.

New Program FeaturesCommunications and Data Gathering

• Student Marketing and Communications - more targeted and designed specifically for the student• Personalized URLs (PURLs) – more engagement, data

driven, and more tracking/target capabilities • Reduced Mass Marketing• ReGroup Student Communications tool to reach students

where they are (Text/SMS messaging, email, Social Networking)

• Application, Smarter Measure, FAFSA, and COMPASS gather information on students

• Data Collection during “Engagement Points” throughout the Intake program

• Data collected will be used during the student’s interview with the Student Success Coach and with future meetings with the student’s success team and academic advisor

New Program FeaturesData Collection and Message Points

Enhanced Assessment Methods

• COMPASS• Smarter Measure• Career Interest Inventories for Undecided Students• One-on-One Student Interview with all new

students

Outcomes and Measurable Benchmarks

• The Intake Program Enhancements will define for the Student:• A “clear” educational plan

• How to navigate the college

• How to be engaged in the college

• Who to go to for support

• What to expect during the college journey

Outcomes and Measurable Benchmarks

• Following Intake/Matriculation program enhancements the Faculty and Staff will:• Be engaged with the student

• Continually check in on the student (make the student feel wanted and supported)

• Be knowledgeable about the student and the student’s needs

• Put students as our first priority

Training Needed

• Banner• Give staff the access they need to do the job

• Train them and retrain them / hold accountable (data crucial)

• Smarter Measure• Customer Service

• Ongoing and hold accountable

• Reward system for above and beyond

• Conflict ResolutionMatrix Workflow and Organization

• Peer Review

New ProgramHighlights

• Capitalizes on specific “Engagement Points” • where we can engage with the student and the student can

engage with the college in a meaningful data driven exchange

• Optimizes organizational structure to better assist students

• More “personalized” attention and interaction with the student

• Minimizes the “hurdles” and “obstacles” for students throughout the program

Engagement Points!

The New programEarly Engagement

• Initial Engagement of Student • Engagement begins in 8th grade.

• Career Exploration Workshops• Tours / Career Talks• CRI (Assessment of high school juniors)• Targeting to parents as well as students

• Students are engaged throughout high school career • Recruitment ramps up 11th and 12th grade years

Multiple Student Engagement Points

Step 1 – Inquiry / Application

• Student Inquires about College• Student Receives Enrollment / Information

Package from the College• Communication is clear and personalized • Personalized follow up by Recruiting and

Engagement Office (2-3x)• Student decides to Apply or Not to Apply

• Any data obtained is retained on student for future use

Engagement Points!

Step 1 – Inquiry / Application

• Data Technician• Captures essential data (HS Transcript, Bio/Demo Data, Any risk

factors noted – ex: HS GPA)

• Technician determines route for the student• Generalist receives list of applicants and initiates student

communication • personalized phone call to come to the Pre-Enrollment Workshop

• This is the first major engagement. Generalist must be upbeat, cheerful, and engaging…Convey the message… “We want you here and we are here to help you succeed!!”

Engagement Point

Step 2 Pre-Enrollment Workshop

• Student shows up / Generalist meets • the student at the door (preferably the generalist that called the

student)

• Student taken to the location of the pre-enrollment workshop• College Official (Exec Staff, Dean, Director) welcomes the

students to the event (also engages our senior leadership)• Pre-Enrollment Workshop Conducted• Generalist takes students to lab for Smarter Measure

assessment

Multiple Student Engagement

Points

College Official- sends

the strong message, we

value you!

Step 2 Pre-Enrollment Workshop

• Following Smarter Measure Assessment, Generalist Team takes students on a tour.• Throughout the tour, college personnel greet students (bookstore,

café, division offices, tutoring lab, etc)• Generalist assures all questions are answered following tour

• Following Tour- students can stay to take the COMPASS assessment, or return at another time (COMPASS times are given to students during Pre-Enrollment workshop, any held the day of the Pre-Enrollment workshop are communicated to students that day)

Engagement points with personnel

Step 3Assessment

• Student completes the COMPASS and is given an appointment to return to meet with a Student Success Coach• Students that do not present credentials for transfer

admission are required to take the COMPASS assessment

Step 4: Student Success Coach Appointment

• SSC reviews the student PROFILE prior to the appointment• Generalist meets the student and walks the student to the coach (engaging

the student)• SSC Conducts Interview

• Intrusive Advising - Risk factors and Assessment Outcomes

• FA program overview

• Establishes Educational Plan

• Answers any questions / Ensures student is ready to learn

• Advises and Registers the Student for classes

• Student Officially Accepted

• SSC Walks student back to generalist. Generalist then walks student out.

Multiple Student Engagement

Points

Bonus Step: Immediately After Student is Accepted

• PAC (President’s Advisory Council) consists of Vice Presidents/Deans and direct reports:

• Committee Engagement • Report generated nightly, divided up and disseminated

throughout PAC

• PAC member –• calls student and congratulates them on their acceptance. “We

are happy to have you with us!” Ensures that there are no questions. Also reinforces the SSC’s name and how to contact them.

Engagement Points

Between Student Success Coach Appointment and First Day of Class

• Student communication will continue. • Some messages will be personalized, others more general

• Important Class Dates (first day, add/drop, etc)• Documents needed (ex: financial aid)• Personal welcome from Dept. Head / Dean / Prog. Coord.• Parking• Best time to get books• Café / Bookstore coupons

First Few Days of Class

• PAC Committee and Staff interact with students• Engage with students in common areas (cafeteria,

bookstore and hallways)

Engagement Points

After Add/Drop

• New students are introduced to Faculty Advisors. • Student communication goes out giving students

definition of purpose of faculty advisor (reinforced from one-on-one SSC meeting at acceptance)

• “Monumental” few days of faculty advisor introduction

• SSC continues to play a support role and checks in with each student they accepted two to three times during the first semester.

Dual Student Support

Student’s Educational Journey at Tri-County

Student Success CoachesAdmits, Registers student for first term- then remains with student throughout his/her entire

journey at Tri-County as a support coach with resources that may be needed throughout college

• Faculty Advisor• Registers the student for classes and ensures students stays on the educational

path outlined for them. Refers student to SSC if support is needed outside of academic advising

This model incorporates the college’s advising model, and utilizes Student Success Coaches throughout the student’s journey. This plan also allows Academic Advisors to concentrate on the advising for academic pursuits, while Student Success Coaches work to support the student in other areas. The Faculty advisor and SSC communicate throughout the student life-cycle.

The Hurdles

• Overcoming the fear• How are we going to do this?• Do we have adequate personnel?

• Breaking down the silos • Everyone working together for the student

• Employees taking control• Very process oriented / “outside the box’ thinking

• Matrix Management • Understanding that you may work for multiple areas

Results Thus Far

• Relocated Intake Program to one building • Cut down on students getting the “runaround”

• Extensive training of Coaches and Generalists• Empowering them to answer questions

• Improvement in “Program Fit”• In 3 weeks we have changed over 70% of incoming freshmen majors

• Feedback EXTREMELY positive from students• 100% positive! Students genuinely appreciative for us taking the

time to invest in them.

Other Enhancements toward Success

• Student Engagement Plan• Twenty/20 Project

• Student Assistance and Counseling Enhancements• Expanded use of data-driven/invasive advising

• High School Transcripts

• Smarter Measure Assessment

• One-on-One Interviews

Moving Forward Additional Steps toward

Student Success

• College Reorganization• Established “Division of Transition to College”

• Incorporates all Student Intake Offices• Student Engagement• Comprehensive Studies Courses (Remediation)• Dual Enrollment • High School Engagement

Questions?