HAWAIʻI COMMUNITY COLLEGE ANNUAL UNIT REVIEW...

Document Steward: IAC

rev. Sep. 2018

HAWAIʻI COMMUNITY COLLEGE ANNUAL UNIT REVIEW (AUR)

Information Center

January 14, 2019

Review Period July 1, 2017 to June 30, 2018

Initiator: Dorinna Cortez Writer(s): Kesha Kubo

Program/Unit Review at Hawaiʻi Community College is a shared governance responsibility related to strategic planning and quality assurance. Annual and 3-year Comprehensive Reviews are important planning tools for the College’s budget process. This ongoing systematic evaluation and assessment process supports achievement of Program/Unit and Institutional Outcomes. Evaluated through a college-wide procedure, all completed Program/Unit Reviews are available to the College and community at large to enhance communication and public accountability. Please see http://hawaii.hawaii.edu/files/program-unit-review/ Please remember that this review should be written in a professional manner. Mahalo.


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PART 1: UNIT DATA AND ACTIVITIES

Unit Description Provide the short description as listed in the current catalog. If no catalog description is available, please provide a short statement of the unit’s services, operations, functions and clients served.

TheInformationCenterunderstandsthatastudent’sprimaryfocusistheiracademicsuccess.Withthatinmind,itisourmissiontoprovideexceptionalcustomerservicetoallentitiestoensurethatbecomingastudentisasstress-freeaspossible.TheInformationCenter’sgoalwithintheWelcomeCenteristoserveasaone-stopserviceareatoguidestudentsthroughvariousapplicationprocessesincludingAdmissionsandFinancialAid;aswellasprovidereferencetovariousresourceoffices,suchastheCounseling,AdvisingandSupportServicesCenter,theHaleKeaAdvancement&TestingCenter,TheLearningCenter,andthePālamanuiStudentServicesOffice.

TheInformationCentercontinuestopromoteaccessibilitytohighereducation,byprovidingindividualsandorganizationswithaccurate,up-to-dateinformationaboutHawaiʻiCommunityCollegeanditsprogramsandservices.Whilequestionsmaybeconsideredcomplex,everyeffortismadetoclarifyquestionsandassistinresolvingcustomerconcerns.

TheInformationCenterwillserveasanessentialsourceforinformationaboutHawaiʻiCommunityCollege,fromgeneralinquiriesandreferralstovariousoffices,departments,facultyorstaff,toprovidingdetailsaboutHawaiʻiCCassociatedevents.

Comprehensive Review information (required by UH System) Provide the year and URL for the location of this Unit’s last Comprehensive Review on the HawCC Program/Unit Review website: http://hawaii.hawaii.edu/files/program-unit-review/ Year 2016URL http://hawaii.hawaii.edu/files/program-unit-

review/docs/2016_information_center_comprehensive_unit_review.pdfProvide a short summary of the CERC’s evaluation and recommendations from the unit’s last Comprehensive

Intheunit’s2016ComprehensiveReview,providedadetailedanalysisoftheunit,andidentifiedhowtheInformationCenteralignswiththeHawaiʻiCommunityCollegemission,visionandinstitutionallearningoutcomes.Dataregardingcustomerinquiries,campustoursatisfaction,andtheUniversityofHawaiʻiCommunityCollegesMediaPreferenceSurveyresults,providesanunderstandingofhowtheInformationCentersupportsstudentsuccess.Thewriteridentifiedandprovidedan


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Review. Discuss any significant changes to the unit that were aligned with those recommendations but are not discussed elsewhere in this report.

explanationofthefactorsandchallengesthatlimitedtheunits’abilitytoservicecustomersefficiently.Insummary,staffingissues,stafftakingonadditionalresponsibilitiesandlackofFederalWorkStudyfundingresultedinsignificantchangestoInformationCenteroperations.

TheCollegeEffectivenessReviewCommittee(CERC)andtheCollegeCouncil’sAssessmentCommitteereviewedtheInformationCenterComprehensiveUnitReview2014-2016andprovidedrecommendationsasfollows:

- ReviewandstreamlinetheUnitOutcomes(UOs)- Developcleargoalsforimprovementofservicesandthen

developstrategiestoassessthosegoals- Surveyon-campusconstituentsabouttheeffectivenessofthe

Unit’sservices- Lookatwaysofincreasingpositiveresponsepercentagesand

analyzingthoseareaswherethenumbers/ratiosfallbelow80%

AfterreviewoftheCERCrecommendationsandcommentstheInformationCenterhasstreamlinedtheUnitOutcomes,developedwell-definedgoalsforimprovementofservicesbasedonsurveyresultsandhavebeguntoestablishanassessmentstrategywheretheresultscanbeusedtoinitiateaplanofactiontowardimprovement.

Unit Data: Analysis of ARPD Data and Other Quantitative Indicators Unit ARPD data, if applicable, can be found on the ARPD website: http://www.hawaii.edu/offices/cc/arpd/ Please attach a copy of the Unit’s ARPD data tables, if applicable, and submit with this Annual Unit Review (AUR). If other quantitative data is discussed below, please attach relevant documentation. Analyze the Unit’s ARPD data, if applicable, and other relevant quantitative data for the review period. Describe, discuss, and provide context for all 2017-18 ARPD and other data categories and indicators that are relative to the Unit’s provision of services. Demand–TheInformationCenterreceivesavarietyofinquiriesonadailybasis,fromdirectoryinformationtodistributingtaxicouponsandstudentplannerstocurrentHawaiʻiCommunityCollegestudents.July,August,JanuaryandMarcharethebusiestmonths;thisincreaseincustomerscouldbe


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duetoincreaseofcommunicationsthatweregoingouttostudentsinterestedinattendingHawaiʻiCommunityCollege.TheInformationCenterhasanaverageof30inquiriesperday,whichincludeswalk-ins,phonecalls,emails,andlivechats.Allwalk-inandphoneinquiriesaretrackeddailymonthtomonthandthencompliedintoanannuallog(SeeAppendixA).DuringAY17-18,theInformationCenterStaffcontinuedtoassisttheASUH-HawaiʻiCCStudentGovernmentwithdistributionofSharedRideTaxiCoupons;thisrequiredtheunits’stafftoaccuratelymonitorandlogrecipientinformation,couponnumber(s),andtotalvalueoftaxicouponseachstudenthadpercalendaryear.TheInformationCenteralsocoordinatesmostoftheHawaiʻiCCcampustours;throughoutthisassessmentperiod31tourswerecoordinatedforatotalof441participants.Efficiency-FromtheendoftheSpring2017semesterthroughmostofthesummer,theInformationCenterCoordinatorwentwithoutanystudenthelp.TheInformationCenterwasabletosecurefundingtohireoneStudentAmbassadorwhostartedinAugust2017,andlaterhiredtwoadditionalStudentAmbassadorsinlate-Octoberofthesameyear.EachStudentAmbassadorwasallowedtoworkupto20hoursperweekduringtheFallandSpringsemestersandanaverageof25hoursperweekduringtheSummer.AtthestartoftheFall2017semesterthroughOctober,itwasnecessaryfortheInformationCenterCoordinatortoprovideofficecoveragefor20hoursperweek;fromNovemberthroughDecember,therewasnoStudentAmbassadorcoverageforaminimumofthreehoursperweek.Thankfully,withthreeInformationCenterStudentAmbassadorstherewasfullofficecoveragethroughtheSpring2018semesterandtheSummerof2018.TheInformationCenterCoordinatorandtheInformationCenterStudentAmbassadorsconductedallcampustours,ifadditionaltourguideswereneededarequestwasmadetootherDivisionofStudentAffairsOfficesforassistance. Effectiveness-CampusTourevaluationsweregivenouttocampustourgroupsof20orlessandalinktothecampustourevaluationisemailedtochaperonesofgroupslargerthan20,inAY17-18atotalof85responseswerereceived(77individualevaluationsand8groupevaluations).BasedontheresponsesreceiveditisclearthattheHawaiʻiCCFaculty,Staff,andStudentsarefriendlyandwelcoming,thattheparticipantsareverysatisfiedwiththeknowledgeofourtourguides,participantsreceiveenoughinformationaboutHawaiʻiCCcampusasawholebutwouldhavelikedtovisitmoreprogramsorstayedatprogramslonger. What else is relevant to understanding the Unit’s data? Describe any trends, internal/external factors, strengths and/or challenge that can help the reader understand the Unit’s data but are not discussed above. InternalFactor-FortheAY17-18,theInformationCenterwasallottedonly$9,400inFederalWorkStudyfunding,whichwasonlyenoughforoneStudentAssistantforAY17-18at20hoursperweek,becauseitwasidentifiedthattheInformationCentercouldnotoperateononeStudentAmbassadorandonefull-timestaff,theInformationCenters’regularbudgetwasusedforStudentAmbassadorwages.ThebenefitofutilizingtheCenters’regularbudgetisthatthestudentemployeecanbeastudentatanycampuswithintheUniversityofHawaiʻiSystem.IwasabletohireaUniversityofHawaiʻiatWestOahʻustudentwhotookallonlinecoursesandhadaveryflexiblescheduletobeable


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tocovertheInformationCenteraroundtheotherstudentemployeeschedules;thisalsohelpedduringpeakcampustourseasonsbecausetherewasmorecampustouravailability. ExternalFactor–LikehistoricaltrendsagainduringtheAY17-18,theeconomycontinuedtodowellandtheHawaiʻiCommunityCollegeenrollmenthasgraduallydecreased.ThistrendissignificantacrosstheUniversityofHawaiʻISystem. Trends-TheUHCCMediaPreferenceSurveyisnormallydistributedannuallyinNovember;however,theAY17-18surveywasdelayed,resultswillnotbecomeavailableuntilMarch2019andwillbereportedintheAY18-19.Thissurveymeasuresstudents’preferenceswhenitcomestoimageandrecruitment,collegecommunication,communicationaccess,socialmediaandotherdemographicinformation.SomeoftheinformationthatisapplicabletotheInformationCenterincludes,agegroup,impactfulmethods,bestrecruitingstrategies,customerservicesatisfaction,preferredmethodsofcontact,frequencyofschoolcommunication,andfrequencyofsocialmediause.SomeofthepreviousdataasrelevanttotheInformationCenter,outof315surveyedstudentsmorethanhalfthepopulationare16-25yearsold(34.6%16-20,24.76%21-25);alsoofthispopulationmorethan40%arecontinuingstudents.Whenitcomestorecruitment,studentswereaskediftheyrecentlyseenorheardanadaboutHawaiʻiCommunityCollegemajorityoftheresponsessaidtheyhave,mostlyoncampus;students16-25yearsoldprefertohaveaCollegeRepresentativegototheirhighschool.Theresultsofthissurveyalsoshowedthatcampustoursandcollegewebsiteshavethemostimpactonapotentialstudent;students26-50yearsoldprefertohavetheirworkplaceencouragethemtoattendschool,andstudents51yearsoldandupprefertoberecruitedthroughthecollegewebsite.Over90%ofstudentssurveyedprefertobecontactedwithcollegeinformationviatheirschoolemail,thesestudentsfavorreceivingevent&collegeactivities,financialaid,programinformation,andcourseschedulinginformationthroughtheircollegeemail.Whenitcomestoyourcollegesendingyoutextmessages,studentsfeelthatthisserviceshouldmainlybeusedforschoolclosure/classcancellationnotices,emergency/securityinformation,orotherimportantdates.Onaveragestudentshavethreeemailaccounts,theirprimaryemailaccountischeckedatleastfivetimesperdayandmorethan60%ofthestudentssurveyedreadandsavetheircollegerelatedemails.Studentsexpectresponsestovoicemail,emailand/orwebsiteinquirieswithin24hoursoftheirinquiry;alsostudentstendtoneveruseQRCodestoaccesswebpagesregardlessoftheirage.Inadditiontothesestandardsystemquestions,eachcampushadtheoptiontoaddcustomquestions;HawaiʻiCC’scustomquestionsresultsincludemorethanhalfthestudentsurveyedsaytheyaresatisfiedorsomewhatsatisfiedwiththecommunicationsreceivedregardingtheregistrationprocedures,thesestudentsalsostatethatUHManoaemailsaboutathleticsandlongconfusingemailsfromanycollegeofficecluttersuptheirinbox,students,wouldratherreceiveemailsfromtheirhomecampuswithremindersaboutupcomingdeadlines.TheMediaPreferencesurveyresultsshowthatstudentsfrequentlyoralwaysusevarioussocialmediaoutlets,andFacebookandInstagramarethemostpopular;althoughstudentstendtobeonsocialmediaonaverage3-4hoursperday,studentsprefertousesocialmediamainlyforkeepingupwithfamilyandfriends. Strengths-TheInformationCenterCoordinatorcontinuestorenewthePassportAgentstatustokeepup-to-dateonpassportregulationsandrequirements.Inaddition,theInformationCenterCoordinatorcontinuedworkwiththeAdmissions&RecordsManagerandtheFinancialAidManagerasWelcome


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CenterManagerscoordinatedthe“BigMove”transitionandpurchaseallnecessaryfurniturebytheendofAY17-18. Challenges–Onemajorchallengewasthedelayinthe“BigMove”duetonecessarytimeneededfortherenovation,thefinaltransitionwasnotcompleteduntiltheendofAugust2018.SchedulingwasdependentontheavailabilityofthePlanning,Operations,andMaintenanceDepartmentaswellastheCarpentryProgramavailabilitytocompletetherenovation.Inaddition,toensurenodelayinservicestothepublic,theAdmissions&RecordsOfficeandtheFinancialAidOfficewereunabletomakethistransitionuntillate-July.Anotherunforeseenchallengeoccurredafterthe“BigMove,”theWelcomeCenterManagers’didnotanticipatetheamountofspaceneededforallstaffandstudentemployees’workstations.Later,aswebegantoexpandourStudentAmbassadorsProgramwerealizedthatworkspaceswerelimitedandweareunabletoexpandtheprogrambeyondourcurrentcapacity.

UNIT ACTIVITIES Report and discuss all major actions and activities that occurred in the unit during the review period, including meaningful accomplishments and successes. Describe how these unit activities helped contribute to student success. Also discuss the challenges or obstacles the unit faced in meeting its goals and supporting student success. Explain what the unit did to address those challenges. ThemostmeaningfulaccomplishmentmadeduringtheAY17-18wastheprogressofthe“BigMove.”Forthepastfewyears,therehasbeensignificantconfusionastothedifferencebetweentheInformationCenterandtheAdmissions&RecordsOffice.Tohelpindividualsidentifytheappropriateoffice,thedecisionwasmadefortheAdministrationOffices(TheChancellor’sOffice,theViceChancellorforAdministrativeServicesOffice,andtheViceChancellorforStudentAffairsOffice)vacateBuilding378movingintoBuilding379AwheretheFinancialAidOfficewascurrentlyhoused.ThischangewouldallowfortheAdmissions&RecordsOffice,theFinancialAidOffice,andtheInformationCentertooccupyBuilding378togetherandbecometheWelcomeCenterPaepaeHaumāna.This“BigMove”beganduringtheAY17-18;planningandlogisticsbeganinMay2017withthecompletemoveprojectedtofinalizebythestartoftheAY18-19;basedonthetimelineadjustmentswerenecessaryandthetransitionoccurredsoonafterthestartoftheAY18-19. TheInformationCenterStaffcontinuetoupdatevariousbrochuresusingpreviouslycreatedtemplates,thesetemplatesareeasytoupdateandprintwithinourdepartmenttosaveonhighprintingcosts.TheInformationCenterCoordinatorcontinuestoutilizetheeventsubmission/announcementprocess;whichaddssubmittedeventsandannouncementstotheHawaiʻiCommunityCollegeMasterCalendar(GoogleCalendar)and/ortheEventCalendarontheHawaiʻiCCWebsite.TheseeventsandannouncementsarethenemailedtoHawaiʻiCCStudents,Faculty,andStaffintheKaʻIoWeeklybroadcasts.


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TheInformationCenterCoordinatorwasappointedbytheViceChancellorofStudentAffairstobeaCommencementCo-Chair,thiswasataskthatrequiredyearroundpreparations.ThisappointmentwillbepermanentasaddedtotheInformationCenterCoordinator’spositiondescriptionunderjobresponsibilities.Inadditiontothistask,theInformationCenterCoordinatorhastakenontheroleofStudentPublicationBoardCo-Advisor.Thiswillrequireoversightoftheboardandassistingfiscalpaperworkforallboardprojects.TheCoordinatoralsoremainsasatrainedPassportAgenttobeabletoprovidepassportapplicationsandinformationattheCenter,thePassportAgentstatusisrenewableannually. TheAY17-18,wasthesecondfullschoolyearoftheStudentPublications“Ka‘IoNews”astudentrunnewslettercreatedbystudentsandsentoutatthebeginningofeachmonth.TheKa‘IoNewsstartedoutasaprintednewsletterandsoonbecameanonlinenewslettertohelpreachmorestudents.AlthoughtheKa‘IoNewsismainlyonline,limitedprintedversionsareavailableatKauWa‘a(ManonoCampus),TheLearningCenter(UHHiloCampus),andStudentServices(PālamanuiCampus).AtthestartoftheSpring2017semester,theInformationCenterpiloted“Ka‘IoWeekly”aweeklyannouncementsentoutviaemailtoallHawaiʻiCCStudents,Faculty,andStaffat6a.m.eachSundaybeginningtheSundaybeforethesemesterbeginsuntiltheSundaybeforefinalgradesaredue;thisemailincludesalistofeventsandactivitieshappeningtheweekaheadandanyremindersandupcomingdeadlines. DuringtheSpring2018semester,anewservicecalled“StudentsHelpingStudents”beganwithapreliminarylaunch.StudentAssistantsfromtheAdmissions&RecordsOfficeandInformationCenter,outreachedtoincomingHawai‘iCCstudentstoassistandguidethemthroughtheirnextstepsoftheenrollmentprocess.Thisoutreachwasconductedbyusingmultipleformsofcommunicationincludingemails,phonecalls,andtextmessages.ThepoolcontactedforthispreliminarylaunchincludedindividualsapplyingforadmissionsintotheFall2018semesterwhoselectedLiberalArtsastheirintendedmajorofstudy.Thispoolconsistedof293totalstudentsand6StudentAmbassadors/AssistantshelpfacilitatetheStudentsHelpingStudentsservice.ThepoolwasdividedonalastnamealphasplitamongsttheStudentAmbassador/Assistants,givingeachofthemapproximately45studentstocontact.Ofthe293students,allofthemweresendanyemail,majorityofthesestudentswerereachedviatelephone,yieldingHawai‘iCC116registeredstudents,thisisa39.6%ofthepopulationthatwascontacted.AdditionalanalysiswilltakeplaceduringtheAY18-19toassessretentionratesofthispreliminarypoolofstudents.

AllInformationCenterStaffarerequiredtostartfreshwitheveryindividualwhoaccessestheirservices;thismaybeconsideredachallengeattimesbecausethereisn’tastandardtowhattheindividual'sinquirywilladdress.Accordingtothemonthlylongs,theInformationCenterservicesrangegreatlyandinanygivendaythereareinquiriesfor11differentareas(AppendixB).Toensureinquiriesareansweredtimelyandaccurately,theInformationCenterCoordinatorincollaborationwiththeotherWelcomeCenterManagers’continueStudentAssistanttrainingsmonthlytograduallyintroducecross-trainingcomponentsthroughouttheDivisionofStudentAffairs.


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TheInformationCenterwasallotted$9,400.00inFederalWorkStudyfundingfortheAY17-18,whichisonlyenoughforoneStudentAmbassadorposition.Throughouttheschoolyear,theInformationCenterCoordinatorisconstantlyworkingonavarietyoftasksincluding,campuscommunication/announcements,stafftrainings,campustours,collegefairs,numerousprocurementprocesses,andDepartmentMeetingstonameafew.ThereareoccasionswheretheInformationCenterCoordinatorwasnotabletoattendmeetingsduetoofficecoverageneeds.TheInformationCenterCoordinatorhascreatedaBridge-to-HopeStudentAssistantposition,buthasnotfilledthepositionatthistime.TheInformationCenterCoordinatorwillbetteradvertisethispositionandworkcloselywiththeCareer&JobDevelopmentCoordinatortoidentifyqualifiedapplicants.Inordertobetterserveourcustomers,theInformationCenterneedstosecurethesameoradditionalFederalWorkStudyandotherfundingtomaintainandexpandtheStudentAmbassadorsProgram. ThroughouttheAY17-18,schedulingcampustoursweremucheasierthanpreviousyearsbecauseoftheincreasedfundingtheInformationCenterreceived;therewasampleofficecoveragebytheInformationCenterStudentAssistant(AppendixC);thecampustouravailabilitydependedhighlyontheStudentAmbassadorsworkschedule.FurtherexpansionoftheStudentAmbassadorsProgramwillallowfortheInformationCentertooffercampustourstomultiplelargegroups.CampustourtrainingsessionswillcontinuetobeconductedbytheInformationCenterCoordinatortoensureallStudentAmbassadorsareproperlytrainedandgivenupdatesonresourceandprogramchanges.Campustourevaluationshelptomeasuretheknowledgeofthetourguidesaswellasareasthatmaybeneedimprovement.Nowthatfundshavebeensecured,locatingspacetohousetheseStudentAmbassadorshasbecomeaconcern.TheInformationCenterCoordinatorwillcontinuetoworkwiththeotherWelcomeCenterManagers’toensurethatthereissufficientfortheentireWelcomeCenter. UNIT WEBSITE Has the unit recently reviewed its website? Please check the box below that best applies and follow through as needed to keep the unit’s website up-to-date.

The unit does not have a website.

Unit faculty/staff have reviewed the website in the past six months, no changes needed.

Unit faculty/staff reviewed the website in the past six months and submitted a change request to the College’s webmaster on ______________ (date).

Unit faculty/staff recently reviewed the website as a part of the annual unit review process, found that revisions are needed, and will submit a change request to College’s webmaster in a timely manner.


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PART 2: UNIT ACTION PLAN

AY18-19 ACTION PLAN Provide a detailed narrative discussion of the unit’s overall action plan for AY18-19, based on analysis of the unit’s AY17-18 data and the overall results of Unit Outcomes (UOs) assessments conducted during the AY17-18 review period (reported below, Part 3). This Action Plan should identify the unit’s specific goals and objectives for AY18-19 and must provide benchmarks or timelines for achieving each goal. Please provide attachments and additional documentation as appropriate. TheInformationCenterCoordinatorremainsasaPassportAgent,however,theInformationCenterwasunabletoofferpassportapplicationsandinformationduetotworeasons,firsttheInformationCenterStafffocusedonthecompletionofthe“BigMove”transitionandsecond,staffingchangeswithintheOfficeofEDvance(formerlyknownasOfficeofContinuingEducation–OCET)causedtheInformationCenterCoordinatortoholdoffuntilbetterstaffingconditions.FortheAY18-19,theInformationCenterCoordinatorwillagainrenewherPassportAgentstatusandfollowupwiththeOfficeofEDvancetoseeifpassportapplicationsandinformationcanbedistributedoutoftheInformationCenter. SincetheSpring2017semester,theInformationCenterCoordinatorhaslimitedthenumberofemailssendtoHawaiʻiCCStudenttonomorethantwoperweekbysendingoutthe“Ka‘IoWeekly”emailatthestartofeachweek.Inregardstothesocialmedia,duringtheAY17-18HawaiʻiCCFacebookpagewasmanagedbytheExternalAffairs&Relationsstaff;workingcollaborativelywiththeInformationCenterStudentAmbassadorstocreateattractiveflyersforvariouscampusevents,whichwerepostedonvariousmediaoutlets. Inordertocompletethe“BigMove”bythestartofAY18-19,theInformationCenterCoordinatorworkedwiththeAdmissions&RecordsManagerandtheFinancialAidManagertoidentifytimelinesandallfurnitureneeds;furniturequoteswereresearchedtoremainwithinbudgetallocations;fundswerereceivedfromtheHawaiʻiCCAdministrationandmatchedbytheAdmissions&Recordstuitionandfeesaccount.TheWelcomeCenterManagerspurchasedallnecessaryfurnitureinphasesduringtheSpringandSummerof2018. Uponsecuringfundsforstudentemployment,theInformationCenterCoordinatorbegantoestablishaStudentAmbassadorsProgram.ThepurposeofthisprogramistohirestudentemployeesasStudentAmbassadors;StudentAmbassadorsdifferentfromStudentAssistantsbecauseAmbassadorswillbecross-trainedtoassistotherStudentServiceOfficesduringpeaktimesand/orlimitedstaffavailabilitytoensureservicesgouninterrupted.Thisprogramwillbe

Please note that requests for revisions to Unit websites must be submitted directly to the College’s webmaster at

http://hawaii.hawaii.edu/web-developer


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pilotedduringtheAY18-19aftertheWelcomeCentertransitioniscomplete.AlltrainingswillbedonemonthlyfortheWelcomeCenterStaff,includingStudentAssistants/StudentAmbassadorsorasneededfornewemployees.BytheendoftheAY17-18,theInformationCenterhadthreeStudentAmbassadorshousedintheInformationCenterandbeganthediscussionwiththeotherWelcomeCenterManagerstoinquireaboutrevisingcurrentStudentAssistantsjobdescriptionstoincludedetailsaboutthisStudentAmbassadorsProgram;althoughadditionalfundingmaybeavailable,hiringcanonlybedonebasedonavailablestudentworkstations.AstheWelcomeCenterManagerscontinuetomaintaintheStudentAmbassadorsProgram,aninvitationwillbeextendedtootherDivisionofStudentAffairsstudentemployeestoparticipateinStudentAmbassadorTrainingsessions. Unlikepreviousyears,duringtheAY17-18theInformationCenteracquiredenoughfundingtopurchaseallnecessaryHawaiʻiCCpromotionalitemsandgiveaways.TheInformationCenterwasabletopurchasemorethanwhatwasneededanddecidedtostoreanyremainingitemsfortheAY18-19incasefundingbecamelimited.TheHawaiʻiCCpromotionalitemsareusedatCollegeFairs,CampusTours,HighSchoolVisits,andvariouseventsbothonandoffcampus. B ACTION ITEMS TO ACCOMPLISH ACTION PLAN For each Action Item below, describe the strategies, tactics, initiatives, innovations, activities, etc., that the unit faculty/staff plan to implement in order to accomplish the goals described in the Action Plan above. For each Action Item below, discuss how implementing this action will help the College accomplish its goals for student success. For each Action Item below, identify how implementing this action will help the unit achieve its Unit Outcomes (UOs). Action Item 1: ExpandtheStudentAmbassadorsProgramSincesecuringfundingfortheAY17-18,theInformationCenterwasabletohireaninitialgrouptodevelopaStudentAmbassadorsProgram.WiththisgroupofthreeStudentAmbassadorstheInformationCenterdiscussedandsharedtheexpectationsoftheStudentAmbassadorsProgram.ThecreationofthisStudentAmbassadorsProgramintendstoimprovestudentsuccessbyhavingincreasedpersonalizedcommunicationwithcurrentandpotentialHawaiʻiCCstudentsandtheHawaiʻiIslandcommunity,aswellas,assistotherdepartmentsincaseofstaffingshortagesandassistwithspecialevents.DuringtheAY18-19,theInformationCenterCoordinatorwillworkwiththeAdmissions&RecordsandFinancialAidManagerstohosttrainingworkshopsfortheWelcomeCenterStaff&StudentEmployees;fromtherecontinuetoexpandtheStudentAmbassadorsProgramintotheremainingDivisionofStudentAffairsOffices(i.e.Counseling,Advising,andStudentSupportCenter,Career&Job


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DevelopmentCenter,Veterans’SupportServices,DisabilityServices,etc.),followedbyotherserviceofficesliketheHaleKeaAdvancement&TestingCenter,TheLearningCenter,etc.ThiswillbenefittheHawaiʻiCCKauhaleandtheStudentAmbassadorsinincreasedawarenessandknowledgeacrosstheHawaiʻiCCcampus. Action Item 2: DevelopaStudentsHelpingStudentsOutreachPlanLaunchedduringtheSpring2018semesterinpreparationstooutreachtoincomingHawaiʻiCCStudents,theInformationCenterCoordinatorandtheAdmissions&RecordsManagerworkedcloselytoimproveoutreachandcommunicationeffortstoincomingstudents.TheWelcomeCenterManagers’initiatedthedevelopmentofanoutreachplanwhereagroupofStudentAmbassadorsandStudentAssistantsperformeddirectcalloutstoFall2019admittedstudentswithLiberalArtslistedastheirintendedmajorofstudy;thisisreferredtoasStudentHelpingStudents.ThisrequiredtheStudentAmbassadorsandStudentAssistantstomakecontactwiththeseadmittedstudentstofollowupontheirnextstepsoftheenrollmentprocessincludinghealthclearances,placementtesting,mandatorystudentorientation,etc.ThishightouchcommunicationplanwillbenefittheHawaiʻiCCKauhalethroughensuringthatallincomingstudentsareguidedappropriatelythroughouttheenrollmentprocess.InSeptember2019,StudentsHelpingStudentsincorporatedallincomingstudentsfortheSpring2019semester,thesestudentsweresplitbetweenvariousofficesincludingtheInternationalPrograms(InternationalStudents),PālamanuiStudentServices(PālamanuiStudents),EarlyCollege/RunningStart(HighSchoolStudents),Counseling,AdvisingandStudentSupportServicesCenter(ReturningandTransferStudents),andtheWelcomeCenter(FirstTimeStudents).OneconcernthathascomeupisthatspacingislimitedintheInformationCenter,permittingonlyoneStudentAmbassadortodotheircalloutsatatime;totemporarilysolvethisconcernStudentAmbassadorsweregivenpermissiontousetheInformationCenterCoordinators’phoneline.ThisonlytemporarilysolvedthisconcernbecauseuponexpandingthisStudentHelpingStudentsinitiative,additionalworkstationswithphoneswillbenecessary;potentiallycreatingacallcentermayalsobebeneficialforboththeStudentsHelpingStudentsandtheStudentAmbassadorsProgram. Action Item 3: CreateaCommunicationPlanfortheOnboardingProcessThroughasysteminitiative,anOnboardingSub-CommitteehasbeencreatedwithmembersoftheAdmissions&RecordsOffice,InformationCenter,FirstYearExperience,EarlyCollege,andExternalAffairs&RelationsOffice;thisteamwastaskedwithreviewingtheoverallprocessofaindividualbecomingaHawaiʻiCCStudent.Throughthissub-committee,workisbeingcompletedtoidentifyandanalyzewhatcurrentactionsareinplace,what’smissing,and


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meansofimprovement.IncollaborationwiththeHawaiʻiCCOnboardingTeam,theWelcomeCenterManagers’willassistwithcreatingacommunicationplanthatcanbeusedannuallyforoutreachandrecruitment.ThisplanwillbeanadvantagetoHawaiʻiCCtostayincontactwithpotentialstudentsfrominquirythroughenrollment.ThecommunicationplanwillincludethesupportoftheStudentsHelpingStudentsinitiative,textingplatforms,andallothermeansofmediacommunicationavailabletoHawaiʻiCC.Thiswillbeaworkinprogress,astheOnboardingSub-CommitteewillbeginanalyzingtheonboardingprocessduringtheAY18-19. RESOURCE IMPLICATIONS

BUDGET ASKS For budget ask in the allowed categories (see above): Describe the needed item(s) in detail.

N/A

Include estimated cost(s) and timeline(s) for procurement.

N/A

Explain how the item(s) aligns with one or more of the strategic initiatives of 2015-2021 Strategic Directions: http://hawaii.hawaii.edu/sites/default/files/docs/strategic-plan/hawcc-strategic-directions-2015-2021.pdf

N/A

PART 3: UNIT OUTCOMES ASSESSMENTS

For all parts of this section, please provide information based on assessments of Unit Outcomes (UOs) and/or Student Learning Outcomes (SLOs) conducted in AY17-18

NOTE: General “budget asks” are included in the 3-year Comprehensive Review. Budget asks for the following three categories only may be included in the APR:

1) health and safety needs, 2) emergency needs, and/or 3) necessary needs to become compliant with Federal/State laws/regulations.


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Unit Outcomes Provide the full text of the unit’s current approved Unit Outcomes (UO) and Student Learning Outcomes (SLOs); indicate each UO’s/SLO’s alignment to one or more of the Institutional Learning Outcomes (ILOs). The College’s ILOs may be found on the Assessment website: http://hawaii.hawaii.edu/files/assessment/index.php?category=Outcomes&page=Institutional.php

UO # UNIT OUTCOMES (text) Aligned to ILO #

1 WhencontactingtheInformationCenter,constituentswillreceivesatisfactorycustomerserviceandaccurateresponse(s)inatimelyandefficientmanner.

1,2,3,4

2 Throughattendingacampustour,participantswillbesatisfiedwiththeinformationprovidedandwillfeelpreparedtoenrollincollege.

1,2,3,4

3 MembersoftheHawaiʻiCCKauhalewillincreasetheirawarenessoftheInformationCenterandtheservicesofferedthroughvariouscampuscommunications.

1,2,3,4

SLO# STUDENT LEARNING OUTCOMES (text) Aligned to ILO #

N/A Assessment Strategies For each UO/SLO assessed in AY17-18, discuss the assessment strategy, including a description of the type of assessment tool/instrument used, e.g., student surveys provided to all student participants in an activity or event, or a log/count of services provided, etc. UO # Assessment Strategies 2 DuringtheAY17-18,31campustourswerecoordinatedforatotalof441

participants(AppendixD).October,November,andMarcharethebusiermonthswith4-7tourseachmonth;onaverage,thereare3tourspermonth.TheHawaiʻiCCCampusTourEvaluationForm(AppendixE)includesacombinationoflikertscalequestionsandqualitativeanswerquestions.Thesequestionsmeasureitemslikethesatisfactionofthetourguidesknowledge,howthecampustourpreparedindividualsforenrollingincollege,waystoimproveacampustour,andrankingheamountof


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informationreceivedduringthetour.TheInformationCenterofferslargegroupandindividualcampustours;campustourevaluationsaregivenouttoeachparticipantforgroups20orlessandalinktothecampustourevaluationisemailedtothechaperonesofgroupslargerthan20.

Results of Unit Outcomes and Student Learning Outcomes Assessments For each UO/SLO assessed in AY17-18 listed above, provide: • a statement of the quantitative results; • a brief narrative analysis of those results.

UO/SLO#: 2)Throughattendingacampustour,participantswillbesatisfiedwiththeinformationprovidedandwillfeelpreparedtoenrollincollege. Staffwillcollectandreportthefollowingdata:

a) Numberofcampustourscoordinatedb) Numberofparticipantswhoparticipatedincampustoursc) ResponsesfromCampusTourEvaluationForm

UnitOutcomes:CampusTourEvaluationsaregivenouttoeachparticipantforgroups20orlessandalinktothecampustourevaluationisemailedtothechaperonesofgroupslargerthan20.Measures:

a) RespondentswillagreethatthatHawaiʻiCCFaculty,StaffandStudentswerefriendlyandwelcoming.

b) Respondentswillbeverysatisfiedwiththeknowledgeoftheirtourguides.c) Respondentswillreportthattheinformationprovidedandthelengthofthetourwas

justenough.d) Respondentswillreportthatthecampustourpreparedthemforenrollingincollege.

AccordingtotheHawaiʻiCC–CampusTourEvaluationresults(AppendixF),morethan55%oftherespondentsstronglyagreedthattheHawaiʻiCCFaculty,StaffandStudentswerefriendlyandwelcoming.Whenitcametotheknowledgeofthetourguides,morethan88%oftherespondentsweresatisfiedorverysatisfied,thisis8%morethanlastyear;andtheinformationrespondentsreceivedwasconsideredjustrightfor80%oftherespondents.Morethan75%oftherespondentsenjoyedthelengthofthetour,whichis7%morethanlastyear,andmorethan77%oftherespondentsagreedorstronglyagreedthatthecampustourpreparedthemforenrollingincollege,whichis5%morethanlastyear.

UO/SLO#:


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Other Comments Include any additional information that will help clarify the unit’s assessment results, successes and challenges. N/A Discuss, if relevant, a summary of student survey results, CCSSE, special evaluations, or other special assessment projects that are relevant to understanding the unit’s services, operations, functions and clients. N/A Next Steps – ASSESSMENT ACTION PLAN for AY18-19 Describe the unit’s intended next steps to support improvements in student success and achievement of its UOs/SLOs, based on the unit’s overall AY17-18 assessment results. Include any specific strategies, tactics, activities or plans for improvement to the unit’s future assessments of its services, operations or functions DuringtheAY18-19,theInformationCenterwillcontinuetoworkincollaborationwiththeAdmissions&RecordsOfficeandFinancialAidOfficetotransitionintotheWelcomeCenter.OncetheCenterisupandrunning,aWelcomeCentercheck-insystemwillbepurchasedandasurveywillbeformulatedanddistributedtoallHawaiʻiCCStudents,Faculty,andStafftomeasuretheeffectivenessofallWelcomeCenter’sservices.AllWelcomeCenterStudentAssistants/StudentAmbassadorswillbecross-trainedinvariousStudentServicesareas,trainingswillbemandatoryandheldatleastoncepermonth,andevaluationswillbedistributedaftereachtrainingsessionforassessmentpurposes.Theintentionofthiscross-trainingistoensurethatStudentAssistants/StudentAmbassadorsareproperlyinformedoneachstepoftheenrollmentprocessandareabletoaccuratelyguideanycustomerthroughenrollmentatHawaiʻiCommunityCollege;inaddition,theStudentAssistants/StudentAmbassadorswillbeabletocoverotherStudentAffairsOffices,includingtheCounseling,Advising,andStudentSupportCenter,NewStudentOrientationSessions,etc.attimeswhentheseofficesmaybeshortstaffed.


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Appendix A AnnualActivityLog(2017-2018)


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Appendix B MonthlyActivityLog(2017-2018)


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Appendix C StudentAssistant/StudentAmbassadorWorkSchedules(2017-2018)Fall2017(August-October)

Fall2017(November-December)

Spring2018(January-May)


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Summer2018(June-July)

Spring2018(July-August)


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Appendix D CampusTourData(2017-2018) Tours PeopleJuly - -August 3 23September 3 3October 4 177November 5 60December - -January 1 2February 4 4March 7 162April 1 1May 3 9June - -

Total 31 441


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Appendix E HawaiʻiCCCampusTourEvaluationForm


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Appendix F HawaiʻiCCCampusTourEvaluationResults


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HAWAIʻI COMMUNITY COLLEGE ANNUAL UNIT REVIEW...

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