The Roadmap for Student Success

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HIGHER EDUCATION SUMMIT ’13: ENGAGE. TRANSFORM. SUCCEED. Tuesday, June 25, 2013 Wayne State University Detroit, MI Higher Education Summit

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Watching graduation rates soar; increasing on-time graduation; boosting student retention and persistence; improving the overall student experience. These all sit high on the priority list for most colleges and universities. For some, departmental silos or lack of quality data act as barriers to student success. However, others have embraced the concept of campus collaboration and committed to leveraging investments in systems across multiple departments. Join us to learn how Fresno Pacific is using the power and flexibility of the Salesforce Platform to track and help administer a variety of Student Services, despite very limited staffing dedicated to development. Applications are active for Tutoring, Campus Nurse/Medical Records, Mentoring and Retention, Fitness Center, Helpdesk, Conduct Management (discipline), with plans for continued expansion.

Transcript of The Roadmap for Student Success

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HIGHER EDUCATION SUMMIT ’13: ENGAGE. TRANSFORM. SUCCEED.

Tuesday, June 25, 2013 Wayne State University

Detroit, MI

Higher Education Summit

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HIGHER EDUCATION SUMMIT ’13: ENGAGE. TRANSFORM. SUCCEED.

Presented by Jonathan Maher - [email protected]

The Roadmap for Student Success

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Fresno Pacific University… �  …is a non-profit, independent, Christian university serving

about 3,500 traditional-age undergraduate, adult degree completion and graduate students at the main campus and four regional centers in California's Central Valley.

�  …serves many students who are the first in their families to attend college, qualifies as a Hispanic Service Institution and is among The Hispanic Outlook in Higher Education Magazine’s top 100 institutions for Hispanic students.

�  …has the highest four-year graduation rate in the region and offers four-year guarantee

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Medical Records

Registration

Medical Interactions

Academic Standing

Financial Aid

Institutions Attended

Payroll Records

Student Restrictions

Academic Credits

Student Programs

Course Sections

Campaign

Account Contact

Campaign Member

Lead

Donations

Advancement Contact

Opportunity

Case Sanction Discipline

Process

Conduct Relationship

Conduct Report

Resource

Inventory

Inventory Allocation

Tutoring

Supplemental Instruction

Salesforce at Fresno Pacific �  Recruiting for Graduate,

Degree Completion, International, Traditional Undergraduate and Continuing Education

�  Advancement donor management & reporting

�  Academic tutoring �  Supplementary coursework

management for STEM grant �  Project management

�  Case management for IT Helpdesk and Continuing Education

�  Medical records & Nurse’s Office appointments

�  Resource/Inventory Tracking �  Student Life discipline

tracking �  Satisfactory Academic

Progress management �  Internal collaboration

(Chatter)

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Medical Records

Registration

Medical Interactions

Academic Standing

Financial Aid

Institutions Attended

Payroll Records

Student Restrictions

Academic Credits

Student Programs

Course Sections

Campaign

Account Contact

Campaign Member

Lead

Donations

Advancement Contact

Opportunity

Case Sanction Discipline

Process

Conduct Relationship

Conduct Report

Resource

Inventory

Inventory Allocation

Tutoring

Supplemental Instruction

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Student Services: Vision �  The roadmap depends on your vision for the platform

� Department focused rollouts �  Configuration and planning focused on the needs of a single department �  Development / administration may be managed by the department �  May or may not share instance with other areas of campus

�  System of Record / System of Engagement �  Salesforce to be used across campus, often as the only system a staff

member needs to use �  Student Information System remains the “Bible” for key student data

�  System of Record

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Student Services: Identifying Opportunities �  What departments/processes are underserved by the SIS?

� What is the nature of the SIS’s shortcomings? �  Lack appropriate screens/fields to store data �  Lack of ability to automate processes �  Application is difficult to use

�  What are the costs to the college of not moving a given process to Salesforce?

�  Other departments left without key data �  Student (and staff!) frustration

�  Which departments have mature processes and procedures, irrespective of the technology used?

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Student Services: Development �  Services can be provided in a variety of “sizes”

�  Leverage Salesforce without requiring user interaction (“Non-App”)

�  Leverage an existing application with minor augmentation (“Nano-App”)

� Create a simple application (“Mini-App”) � Create a full-featured application

�  Development can (and should!) be iterative � Think about your roadmap for the future when designing �  Even the most organized department will forget to identify a

key need

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Project Alert �  This is an example of a

“Non-App” �  Leverages existing SIS to

Salesforce integration �  Custom fields added to

Academic Credits custom object to allow for tracking within Salesforce

Academic Credits

Account Contact

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Workflow delivery using an Email Alert

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Project Alert Roadmap �  No significant plans for

expansion, as this is based on data stored in the SIS and enhancements to grading would be managed there

�  Data is leveraged in Satisfactory Academic Progress application; counselors can see if struggling students were warned ahead of time

Academic Credits

Account Contact

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MAT Candidate Tracking �  A “Nano-App” using 4

Custom Fields and 2 Views �  Provides a team member

from Teacher Education with the ability to track candidates for our Master of Arts in Teaching Program

�  Allows for collaboration with the Admissions Department

Account Contact

Opportunity

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The ease of use of Excel, with the power of a full database

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MAT Candidate Tracking Roadmap �  Plans for significant

expansion and replacement of legacy FileMaker Pro system

�  Will allow for use with all Teacher Education programs and deeper collaboration between recruiters and the School of Education

Account Contact

Opportunity

Teacher Education Profile

Student Teaching Assignment

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Conduct Reporting

Account Contact

Sanction Discipline Process

Conduct Relationship

Conduct Report

�  Residence Life Department responsible for managing discipline and Restorative Justice process

�  Relied on paper folders �  Very organized as a department, but in desperate need of a

database to help manage/report

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Main details and documentation

Individual(s) Associated with incident (points to Person Account)

Discipline Steps and Sanctions (punishments)

Private Chatter used to collaborate

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Conduct Reporting Roadmap

Account Contact

Sanction Discipline Process

Conduct Relationship

Conduct Report

�  Document management upgrades (Spring CM, or Conga Composer)

�  Possible “partnership” with Campus Safety

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Tutoring �  Started as a “Mini-App”, requiring only one custom object �  Replaced legacy “TutorTrac” system

�  Allows for tracking of tutoring services �  Facilitates better communication with students and is now

integrated with a FormAssembly survey �  Expanded to also use the Resource Management application

Account Contact

Resource

Inventory

Inventory Allocation

Tutoring

Supplemental Instruction

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Basic student info is available to tutoring team for reference and reporting

Custom buttons allow for faster logging of appointments, resulting in happier staff and students

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Pre-Selected via Custom Button

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Tutoring Interactions logged with the right attributes automatically send an email to the student

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Clicking the emailed link provides direct access to the survey

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Data is immediately available in Salesforce Staff can use a reporting tool they are familiar with to analyze results

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Inventory manager created for another office, but was a perfect fit for the Academic Support Center

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Medical Records / Campus Nurse �  Requires moderately

complex security model because our Salesforce instance is used by multiple departments

�  Functions like the Tutoring Application

Medical Records

Registration

Medical Interactions

Account Contact

Opportunity

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Medical Records / Campus Nurse

Medical Records

Registration

Medical Interactions

Account Contact

Opportunity

Visible only to Health Center

Visible only to Admissions

Visible to all

Always visible to Health Center, but only visible to Admissions when associated with a Registration for an upcoming term

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Satisfactory Academic Progress Management Academic Standing

Student Restrictions

Academic Credits

Student Programs

Account Contact

Tutoring

Supplemental Instruction

�  Facilitates management of SAP, replacing manual process (FileMaker and Excel)

�  Leverages affiliated tables and existing integration

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Previous and Next Records are important in the context of evaluating performance over time

Appeals automatically processed using FormAssembly

Custom URLs link to summary reports

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Simple formula field, passes variables to Report

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Satisfactory Academic Progress Management

Roadmap Academic Standing

Student Restrictions

Academic Credits

Student Programs

Account Contact

Tutoring

Supplemental Instruction

�  Focus on additional automation �  Develop Student Success features �  Possible use for mentoring/advising

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Medical Records

Registration

Medical Interactions

Academic Standing

Financial Aid

Institutions Attended

Payroll Records

Student Restrictions

Academic Credits

Student Programs

Course Sections

Campaign

Account Contact

Campaign Member

Lead

Donations

Advancement Contact

Opportunity

Case Sanction Discipline

Process

Conduct Relationship

Conduct Report

Resource

Inventory

Inventory Allocation

Tutoring

Supplemental Instruction

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HIGHER EDUCATION SUMMIT ’13: ENGAGE. TRANSFORM. SUCCEED.

Jonathan Maher - [email protected]

Questions?

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