Developing OneStop Learner Services for Collaborative Programs in

Developing One-Stop Learner Services for Collaborative Programs in the University of Wisconsin System • Kris Mc. Grew, Dir. of Learner Services, UWLI • Barbara Stinson, Dir. of Distance Education, UW Colleges • Dan Vande Yacht, Assist. Dir. of Learner Services, UWLI • Lisa Bailey, Programmer/Analyst, UWLI 9/24/2020 1

Presentation Overview • UW System Structure • Distance Education & Student Service Technology Initiatives • UW Colleges – Online Associate Degree – Basis for building all UWS degree completion programs • LRMS – Centralized software and student services – Phases I and II • Challenges to Collaboration 9/24/2020 2

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UW Online Developed by the UW Board of Regents and the Executive Group on Online Learning, it calls for UW Institutions to – “work collaboratively to leverage their faculty expertise and other elements of online leadership to provide broadened access to world class education in a seamless fashion. ” 9/24/2020 4

ITS @Wisconsin – e-learning system infrastructure • UW Learning Innovations • Do. IT at UW-Madison – Web CT • dot. edu at UW-Milwaukee – Blackboard, Prometheus • Learning Technology Development Council • UWS Common Library System • IDEAS http: //ITS@ Wisconsin. edu • Wisc. Net 9/24/2020 5

UW Learning Innovations (UWLI) – our goals • • • Expand access and remove barriers to learning Create student-centered learning environments Serve as online partner to UW Export UW knowledge and education Generate change within UW System Encourage collaboration among UW campuses - A Study of the UW System in the 21 st Century UW System Board of Regents, 1996 9/24/2020 6

Collaboration to Achieve Scale Challenge: Over 10, 000 registered nurses want to earn their B. S. • Five institutions offer shared nursing degree - Madison - Eau Claire - Milwaukee - Green Bay - Oshkosh • Work together to provide access and support students • Gain critical mass of faculty necessary to serve nurses in Wisconsin and beyond state boundaries 9/24/2020 7

UW Learning Innovations Services • Produce and support UW online credit and non-credit programs • Design and develop online training and e-learning solutions • Direct and administer Independent Learning, a renowned, print-based program of study • Deliver and sustain comprehensive support to learners and faculty 9/24/2020 8

UWLI Functions • Staff of 70, budget of 6 million including the following functions: – – – 9/24/2020 Marketing Course Development Learner Services Instructional/Information Technology Administration 9

Current UW Programs Online ( supported by UWLI ) • • 9/24/2020 Associate of Arts and Sciences B. S. in Business Administration B. S. in Nursing M. S. in Criminal Justice Master of Engineering M. S. in Project Management Internet Business Consortium MBA Various non-degree certificate programs 10

Enrollment Growth 9/24/2020 11

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UWC Select Mission The University of Wisconsin Colleges, as part of the University of Wisconsin System, shares the university's overall responsibility to disseminate knowledge, expand information, enrich our culture, and to provide outreach services. 9/24/2020 13

UWC Overview • Online program started in 1998 – 3 courses and 60 UWC students • • 9/24/2020 Partnership with UWLI June 2001 – NCA approved online AA&S Partnerships with UW four year schools Staff: 2. 5 coordinator and advisor 14

UW Colleges Online Enrollment 9/24/2020 15

UWLI Vision for Online Partnerships Strategic Alignment National/International Markets UW Institution UWLI UW Institution 9/24/2020 Consistent Learner Services… Other UW Utilities Courseware Development Services… Students/ Learners 16

Building on the UW Tradition Independent Learning Learner Relationship Management System since 1892 1999—Call Center —Registration —Learner support —Asynchronous methodology 9/24/2020 Higher Education Location Program (HELP) since 1971 —Learner services —Single entry point —Institution services —UW HELP Online —Back office integration —Online application 17

“UW Online” Focused View Registration Focused View LRMS 1998 UWS Majors Database 1998 E Apps 1997 EPCS 2000 UW HELP Online 1995 Transfer Information System 1988 9/24/2020 18

LRMS Functions • • 9/24/2020 Call Center/Pre-advising Educational Advising Tech Support Registration Services Course Tracking Administrative Web Site Virtual Bookstore Learner Tracking…Know your learner! 19

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Call Center/Pre-Advising • Operates via professionally staffed toll-free phone and email service • Answers questions about services, course content, costs, registration, first level tech support etc. • Serves as the “hub” of student services to anticipate and meet learner needs • Provides a seamless connection to all parts of the organization • Using ACD ISDN telephone system, offers programspecific response and option of escalating to campus advising 9/24/2020 21

Educational Advising • Operates with professional advising staff • Advises on majors and programs to plan both current and future career goals • Provides ombudsman role to facilitate course delivery and completion • Facilitates credit transfer issues and advises on admission, degree completion, and other processes and policies 9/24/2020 22

Tech/Help Desk Support • Provides a hybrid, toll-free service • Combines the best of learner-centered advice and technical expertise • Anticipates, resolves, and tracks technical difficulties experienced by learners • Operates as integral part of total learner tracking • Exists in 24 X 7 partnership with UWS dot. edu utility 9/24/2020 23

Registration Services – Phase I • Comprehensive online catalog and scheduler, allowing learner to select courses and create a schedule of classes • Simultaneous registration for courses from multiple institutions • Online registration process with e-commerce, billing, or mail-in payment options • Collection of tuition/fees and processing of add/drop, refund, and withdrawal requests 9/24/2020 24

Registration Services – Phase II • Focused View – Allows students to see only courses that meet degree requirements – Allows use of the same course in multiple programs with varying attributes – tuition, # of credits, etc. • Enrollment Management Features – Ability to limit enrollment by program and student status • Financial Aid as Payment 9/24/2020 25

Course Tracking. . . • Recording of lessons, exams, grades, or other data allows for tracking learner progress through course or module • Assists learner in securing and maintaining information about proctors • Enables transcripting 9/24/2020 26

Virtual Bookstore • Allows learners to use credit card or mail-in payment to purchase books online or by toll-free telephone, fax, or mail • Processes orders within 24 hours • Offers both new and used books • Provides buy-back book policy (MBS Direct) • Receives assistance from resource person on UWLI staff 9/24/2020 27

Partner Administrative Web Site – Phase I • Provides secure, online access for authorized administrative staff or faculty • Maintains learner registration information – – – 9/24/2020 student demographic data course enrollment information payment status course roster residency status 28

Partner Administrative Web Site – Phase II • Ability for partners to add “notes” about student contact information • Enhanced course and student data access and searching capability • Reports • Data transfer – LRMS to Peoplesoft and other SIS 9/24/2020 29

Student Portal • Web access to… —View schedule of course(s), course progress —Submit forms—add/drop, transcript request, etc. —Browse resources—library, course, and Web materials —Edit/Update student demographic data in system —Register for new courses 9/24/2020 30

Know your learner • Organizational Memory – Ability exists to track and warehouse learner information each time learner touches the organization. – Shared information across the organization allows for personal, coordinated, and informed services. • Cross-Functional Services – These include pre-advising, tech support. – Each area tracks information on screens designed for those functions. – Services are tied together by the “learner record. ” 9/24/2020 31

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Challenges to Collaboration • Developing multi-institutional agreements – Inter-institutional relationships – Instituting common policies – Multi-institutional faculty teaching/developing same course • • • Data transfer and data sharing Financial aid Enrollment management “Home institution” model vs consortial degree Scaling 9/24/2020 48

Please Contact: Kris Mc. Grew Director of Learner Services and the Higher Education Location Program (HELP)) University of Wisconsin Learning Innovations mcgrew@learn. uwsa. edu Barbara Stinson Director of Distance Education University of Wisconsin Colleges bstinson@uwc. edu Thank you for your interest. 9/24/2020 49

• Copyright Kristine K. Mc. Grew, 2002. This work is the intellectual property of the author. Permission is granted for this material to be shared for non-commercial, educational purposes, provided that this copyright statement appears on the reproduced materials and notice is given that the copying is by permission of the author. To disseminate otherwise or to republish requires written permission from the author. 9/24/2020 50