Program Review for HOPE Customer Service
Program Review Framework & Criteria
I. Connection: From interest to application (Qualitative, program head and dean)
1) Please provide a description of any changes to the program since the last cycle and the appropriate updates to the catalog (general education changes, program requirement changes, ancillary program costs for students, hours/credits of credentials, etc.).
ITE
116-Survey of Computer and PSY 126 Psy. For Business and Industry removed from
requirements in catalog. College Success
Skills SDV 108 class number changed to SDV 100. Class BUS 190-Coordinated
Internship credit hours increased to 3 credits as opposed to 1 credit.
Catalog shows total number of hours as 24 credits but the requirements
only total 21 credit hours.
2) How do students find out about the program? Please provide examples of advising activities, marketing materials, or other outreach and engagement events designed to recruit students to the program.
The HOPE
Program is promoted through relationships with partners.
II. Entry: From application to pathway entry (Qualitative, program head and dean)
1) Please provide a description of your program credentials and how they stack into one another.
Students prepare for the Certiport Internet Core Competency Certification (IC3) when enrolled in ITE 55. IC3 is the worldwide benchmark to gauge a student’s understanding of computer systems like hardware, software, firmware, networking, and computer literacy. The three major areas of the IC3 certification include:
This credential does not stack into another course or program.
Questions for consideration:
1.a. What is the employability (or transferability) of each credential?
Previous students who have earned the IC3 certification have gained employment at local companies to include: Wells Fargo, Henry-Martinsville Dept. of Social Services, Radial, ICF International, Stone Solid Fabrics, Primland, Lester Building, Faneuil, Nautica, the Results Company, Team Nurse, Target, and Hanes Brands. The current job outlook is strong as many local companies have postings on Indeed.com for customer service representatives: Faneuil, Young Williams, the Results Companies, ICF, Georgia Pacific and Hooker Furniture Corporation. If the job seeker is willing to commute 50 miles, the opportunities expand to include companies with the United Health Group, Parallon, and Sturm, Ruger and Company.
1.b. Do all credits from a sub-credential transfer into the parent credential?
No not all of the credits from this career studies certificate will transfer into a parent credential.
1.c. What is the timeframe of completion for all credentials within the program (i.e. is the program setup to award sub-credentials prior to the parent credential)?
The program is setup to award sub-credentials prior to the parent credential. The timeframe of completion for all credentials within the program is 2 semesters in the traditional schedule. However, this program was designed for dislocated workers and underemployed, underrepresented student populations who may be available during the day. When the program was scheduled as a career credit program, the students were required to attend class 7 hours a day, 5 days a week, and with dynamic dating the program could be completed in one semester.
2) Program enrollment, if applicable, disaggregated by specialization (Quantitative, IE)
No enrollment to report.
a. Annual program FTE and HC over the last review cycle (To include SCHEV program ratios and SCHEV class ratios)
III. Progress: Pathway advancement (Quantitative, IE)
1) Student learning outcomes data
| Outcome | Assessment | Benchmark | Prior Changes | Outcome Trend |
| Apply personal computer operations and applications | Final project (ITE 115) | 75% will score "C" or better | Increased collaboration with adjunct instructors to better align course objectives and appropriate assessment | Decrease from 100% to 75% meeting benchmark |
| Apply computer literacy concepts | IC3 Certification Exam | 90% will achieve proficiency | No changes recorded | Sample size too small for trend data |
2) Program credit attainment (15/12 in one semester, 30/24 for those who enrolled in two consecutive semesters)
Not applicable.
3) Program retention and persistence relative to the start date of the program (subsequent term calculation)
Insufficient data.
IV. Completion: Credential attainment (Quantitative, IE)
1) Sub-credential attainment and timeframe (are students completing sub-credential prior to or at the same time as parent credential?)
The program is setup to award sub-credentials prior to the parent credential.
2) Parent credential attainment and timeframe, if applicable, disaggregated by specialization
N/A
a. Are students completing within 6 semesters (150% of graduation time)?
V. Transition: Employment or transfer post-credential (Quantitative, IE)
1) Transfer outcomes (students who transfer with associate degree, students who transfer without)
Transfer data are not tracked for non-associate credentials.
2) Student perspective/satisfaction
| Question | 2018-19 Rating | 2019-20 Rating |
| The courses I took at PHCC prepared me for my educational goals. | -- | -- |
| The faculty at PHCC are fair and supportive of students. | -- | -- |
| The faculty at PHCC demonstrate thorough knowledge of the subject matter. | -- | -- |
| In the courses I took at PHCC, classroom activities and outside assignments were appropriate and meaningful. | -- | -- |
| I would recommend the faculty at PHCC. | -- | -- |
VI. Sustainability: Future Program Outlook (Mixed methods, IE, program head and dean)
1) Program forecast (major expenditures, changes, personnel needs, etc.); any future costs should be explained in this section)
It is the recommendation of the VP of WECD that we deactivate this career studies certificate.
a. Any other pertinent information relevant to the review process should be provided here (e.g. community need, state/federal requirements, external accreditation, SCHEV low enrollment warning, etc.)
Despite the Labor Market projections, the current job outlook is strong as many local companies have postings on Indeed.com for customer service representatives: Faneuil, Young Williams, the Results Companies, ICF, Georgia Pacific and Hooker Furniture Corporation. If the job seeker is willing to commute 50 miles, the opportunities expand to include companies with the United Health Group, Parallon, and Sturm, Ruger and Company. This summary does not include the remote work options in this field.
b. Employment forecast for program (Analyst data)
| Job Link | Mean Salary | Are there more or less jobs in our service region relative to national mean? | Past 5 year job growth | Next 5 year projected growth |
| Office Clerks, General | $27,100 | Slightly Less: For every 10 positions nationally, there are 9 positions locally | -1.5% | -1.4% |
| Service Region Means | $31,148 | -- | -0.6% | -0.6% |