PHCC PHACT Service Review System

Service Review for Admissions and Records

Service Review Framework & Criteria

I. Information:

1) Please provide a description of any changes to the services under review since the last cycle and the appropriate updates to the catalog. In addition, include any location, personnel, and personnel role changes, as well as additions, losses, or modifications to the types of services offered.

With the most recent position changes in Student Services, the Office of Admissions has combined with records under the leadership of the Registrar. Most recent changes specific to the office of Admissions is implementation of a new online application for admissions delivered through XAP, purchase and testing of the document imaging system Perceptive Content (formerly ImageNow), and sharing of one Academic and Student Development Services personnel staff member to assist with the many duties that were previously completed by two Coordinators that now fall under one.

2) How do students or employees engage the service(s)? Please provide examples of activities, marketing materials, or other outreach and engagement examples designed to inform students or employees of the service.

Students engage the application for admissions to apply to the institution. The process has been streamlined to one central location for all 23 VCCS colleges. Staff such as career coaches and student services personnel engage this service to help applicants complete the process. The application is marketed on the college�s home page as well as the student services office reception area. Only specific college employees will have access to the Perceptive content software. Those needing to access student�s transcripts such as the Nursing, advising and the athletic department will no longer have to request the information but will be able to access the information via their desktop through web-now services. This will prevent staff from sending students to the office to request copies of their records during advising.

II. Data:

1) Goals template data, aggregated by strategic plan reporting area (see attached template).

Admissions Goals

2) Based on the goals data, please provide examples and a description of how the services under review promote efficiency for the institution (to include academic programs, if applicable).

The Admission goals in reference to multiple measures there is more student accessibility to needed entry and connection advising processes.

The Registrar�s Office goals will increase credential attainment.

III. Reflection:

1) Based on the aggregated data, please provide the areas of the strategic plan (specific to the service) that were the strongest and weakest. Provide an explanation for the reasoning.

Based on the aggregated data both goals were met.

2) Based on the student satisfaction and/or employee satisfaction survey results, please provide the strongest and weakest areas. Provide an explanation for these results.

Student Survey Results

The student survey results seem consistent over the years.

IV. Forecast:

1) How do personnel in this service area plan to address weaker areas throughout the next review cycle for both, the strategic plan and student/employee satisfaction?

Personnel is the service area of Admissions and Records are always exploring new opportunities to strengthen or streamline processes that will benefit the student and employees and will continue to do so based on feedback.

2) What changes are expected in this service area (major expenditures, changes, personnel needs, future costs)?

The new admissions application presents on going challenges and additional recourses that requires ongoing testing and trainings. The newly implemented digital filing process "Image Now" has required bi-weekly webinar trainings/ticket submissions. Until the process is thoroughly understood, office staff will consistently reach out to systems office. A staff member will soon be training all appropriate staff not associated with the office on WEB Now viewing, prior to summer/fall 18 registrations.

3) Any other pertinent information relevant to the review process should be provided here (e.g. community need, state/federal requirements, external accreditation, budgetary issues, etc.)