Dr Lauren Lunk West Georgia Technical College Lauren

  • Slides: 16
Download presentation
Dr. Lauren Lunk, West Georgia Technical College Lauren. lunk@westgatech. edu

Dr. Lauren Lunk, West Georgia Technical College Lauren. [email protected] edu

§ 7 County Service area across west Georgia § 5 full service Physical Campuses,

§ 7 County Service area across west Georgia § 5 full service Physical Campuses, 1 virtual campus, 3 sites (smaller physical locations) § More than 190 certificate, diploma, and degree programs

Director of Academic Support Graduate Student Customer Care and Advising Center Coordinator Student Support

Director of Academic Support Graduate Student Customer Care and Advising Center Coordinator Student Support Coordinator Created a new Department, restructured existing staff and hired new staff. Created a “Brand” so that students and faculty/staff could easily identify our information. Customer Care Specialist 4 Full Time Advisors 3 30 hour Advisors

§ Currently use a online format including a “quiz” allowing us to gage how

§ Currently use a online format including a “quiz” allowing us to gage how well students are paying attention and allowing us to document their participation. § In process of creating a revised on campus option for students. § Pre-healthcare students also have videos made especially towards their program of study explaining our college processes. § Students taking online classes also receive a specialized orientation.

§ Kiosks available for Students § 1 -855 -277 -2384 centralized number § Advising@westgatech.

§ Kiosks available for Students § 1 -855 -277 -2384 centralized number § [email protected] edu § Updated web-site § Walk-in hours § Pictures of staff § All contact information § Important documents

§ Work with our Admissions offices/Enrollment Centers to distribute “steps” to our students. §

§ Work with our Admissions offices/Enrollment Centers to distribute “steps” to our students. § Students are directed towards the orientation, then to the Advising Center. § All new students (with the exception of Dual enrollment and Truck Driving) are advised by the Advising Center. § Students may contact the Advising Center in multiple ways but great emphasis is placed on the student email account. § Students who call, use the kiosk, or come in the center are advised and the provided follow up documentation to their student email account.

§ One available at each of the 5 Main campuses and 2 of the

§ One available at each of the 5 Main campuses and 2 of the sites § Students pick up the phone and are connected to an advisor during open hours § Cameras allow the student to see the advisor and the advisor to see the student § Computers are available at the kiosks and advisors have the ability to see what the student sees or control the computer if needed.

§ Phone calls ring at the director’s, both coordinator’s, and all advisors’ desks each

§ Phone calls ring at the director’s, both coordinator’s, and all advisors’ desks each time a student calls the line. § Staff answer the calls during non-walk in hours. § During peak traffic times such as the first week of registration and automatic messages directs the students to their email account. § During peak traffic times, student workers may assist us in answer calls, taking messages, and forwarding the information through our email system. § Driving our traffic through the email system allows us to keep better track of which students requested assistance first (especially when it comes to registration of highly desired courses).

Annual Sequencing sheets for determining course order.

Annual Sequencing sheets for determining course order.

§ Semester - “Training Days” § Staff gather at one campus for intensive session

§ Semester - “Training Days” § Staff gather at one campus for intensive session of training, updating, and team building. § Weekly – Conference Call meeting § Monday meetings to update and catch up on any urgent information and explain any recent issues, changes, or questions § Daily – Hangout § Our way of remaining in communication each day, and providing the staff a way to quickly find answers to questions or let everyone know of changes, needs, etc. § Sporadic – Face Chat § Use a computer based face chat feature allows us to see one another in groups of 2 or even the whole staff.

§ Each staff member keeps a monthly log of all students they have assisted,

§ Each staff member keeps a monthly log of all students they have assisted, the method in which they met/spoke with the student and any notes of significance. § Banner – SPACMNTN, document any information that other advisors may need to be aware of if they meet or speak with the same student at a later date. § All data is compiled each month and year. TOTALS Phones Kiosks Walk-Ins Appts Emails Customer Care Center New Issues Totals 141 16 171 2 440 801

DATE ACTIVITY ADVISORS Student Contact 2/3/2014 Online Faculty Meeting Deona Carter 2/3/2014 Coweta Campus

DATE ACTIVITY ADVISORS Student Contact 2/3/2014 Online Faculty Meeting Deona Carter 2/3/2014 Coweta Campus Meeting Kathy Johnson 2/6/2014 VLC Supply Chain Meet and Greet Deona Carter 0 2/1/2014 SAP Review Committee Christy Moore 6 2/10/2014 Bright Knight Session - Coweta Kathy Johnson 1 2/10/2014 VLC Team Meeting Deona Carter 2/19/2014 VLC Strategic Planning Mtg - Coweta Deona Carter 2/19/2014 Red Cross Committee Meeting 2/19/2014 Grades First Meeting Penny Santelli Diana Hair/Kim Crockett/Lauren Lunk 2/24 -2/27 Walk the Halls Campaign Coweta-Johnson 124 2/24 -2/27 Walk the Halls Campaign Murphy-Beck and Edmonds 314 2/24 -2/27 Walk the Halls Campaign Carroll-Moore 133 2/24 -2/27 Walk the Halls Campaign La. Grange-Lathrop and Crockett 89 2/24 -2/27 Walk the Halls Campaign Virtual Learning – Carter 30 2/25/2014 Assisted with setting up Arts Reception. Douglas Greg Minter 2/26/2014 Meeting with LS 0090 Committee Lauren Lunk and Diana Hair 2/26/2014 Assisted with Arts Reception-Douglas Greg Minter 822 Excerpt from our most recent report. Advising Center received and logged in 58 online New Student Orientations that were completed during the month. 4 students reported to the Advising Center that they had viewed the Healthcare Videos. 6217 student contacts were made via Mass Emails in January regarding advisement and registration. The Advising Center posted 1 announcement on the College’s Twitter account aimed at New Students concerning the online New Student Orientation.