RETENTION: NOT A FINANCIAL AID OFFICE RESPONSIBILITY, WRONG!!! MASFAP Spring Conference March 12, 2014 Ms. Kathy A. Brockgreitens-Gober, Dean of Enrollment Services St. Charles Community College Ms. Sara Honeck, Director of Student Financial Aid University of Kansas Medical Center Ms. Jody Paterson, Bursar, Webster University Retention: From a Enrollment Manager’s Perspective Ms. Kathy A. Brockgreitens-Gober Dean of Enrollment Services St. Charles Community College St. Charles Community College SCC At-a-Glance Established in 1986 with the first classes held in 1987. St. Charles Community College is a public, comprehensive two-year community college. District/Service Area: The SCC College Taxing District includes the school districts of Francis Howell, St. Charles, Wentzville, Fort Zumwalt and Orchard Farm, including nearly all of St. Charles County. Extended Service Area: 3,239 square miles including St. Charles, Callaway, Lincoln, Montgomery and Pike counties. Fall 2013 Enrollment Figures Headcount 7477 FTE 4860 Credit Hours 72,906 Full Time 47.5% Part Time 52.5% General Education/Transfer 88% Career/Technical 12% FF Head Count 1,830 15.7% Increase from FA12 Fall 2013 Student Demographics Female Students 57% Male Students 47% Students under age 18 1.9% Traditional Students age 18-22 62.1% Non-Traditional Students ages 22< 36% Students from St. Charles County 80% Minority Students 15% Changes to the Organizational Structure 2003: Reorganization of Student Affairs: Admissions, Registration and Financial Aid were joined to create Enrollment Services and all report to the same Dean but still physically located in 2 separate areas. 2007: Renovation of existing space to create a one-stop-shop for Enrollment Services. All staff cross-trained to be able to assist students with first level Enrollment and Financial Aid issues without having to pass them on 2012: Reorganization of Student Affairs. Academic Advising Assessment Center, Transfer Services, and Career Services are added to Enrollment Services and report to the Dean of Enrollment Services. Although still physically located in 3 separate areas. 2013-2014: Long Range Planning includes an initiative to create a One-Stop-Shop for all the Enrollment Services Functions. Final Determination on this project will be made in May 2014 with Board approval of the FY15 Budget. Advantages of a One-Stop-Shop (OSS) An OSS has the ability to correct the complex and confusing nature of the way we conduct business today. It is a student-centered model that offers a sustainable and cost effective way of delivering value and quality to higher education. An OSS is driven by student needs, the problems students face, and the solutions necessary to help them succeed. OUTCOMES of an OSS (as related to retention) Provides the opportunity for increased individual attention in one central location. Service levels increase by requiring fewer steps for students and staff to complete. Provides a simplified enrollment process. The OSS concept sends the message that an institution cares not only about a student applying for admission, but that they are there to assist them with all of the other services necessary for them to complete their educational goals. Additional Outcomes of an OSS Eliminates the “silo” approach to student services. Maximizes investments in technology. Costs are reduced through streamlined efficiencies and better use of systems and staff to maximize resources and improve impact. Employee morale will improve by creating an environment where staff feel empowered to better serve the needs of students and to work in a manner of high productivity. This model facilitates cross training. The resources students need to succeed are all in one place. Define and Implement New Recruitment & Retention Strategies Establish enrollment targets prior to the beginning of each registration period Regular monitoring and reporting of data Communicate and track prospects and applicants Mailings E-mail Robo phone calls Personal phone calls Parent engagement Student Outreach and Engagement “Be Ready” Program Cross Campus Enrollment Team Enrollment Services has collaborated with the Marketing department to develop a comprehensive Marketing and communication plan. A+ Program Information nights are scheduled 3 times each spring to inform parents and program participants of their responsibilities after high school graduation. FAFSA awareness events within local high schools REGFEST - New and current student registration event. Student Outreach and Engagement Financial Literacy workshops Academic counselors are now having conversations with students to develop a plan to enable them to stay in school when they are considering dropping out. Developing a new Academic Progress policy that includes intervention strategies and requirements. Additional assistance to our student veterans Career assessment and planning Intrusive advising Develop academic plans for success Expand our Veteran lounge PTSD support group What we have learned! Recruitment efforts are working – additional focus on retention is needed. Current budgets as well as performance funding places retention at a high priority. Retention is a campus wide responsibility. Students Procrastinate!!! Develop a plan that has campus-wide buy in. Fix the ideas that aren’t working and develop new ones as you go… Retention: From a Financial Aid Director’s Perspective Ms. Sara Honeck Director of Student Financial Aid University of Kansas Medical Center The University of Kansas Medical School Only Medical school in Kansas Located in Kansas City, KS Need Blind admissions Educates University of Kansas Health Profession students All Transfer Students – No Freshman or Sophomore students Health Profession School Medicine, Nursing, and Health Professions (Allied Health specialties) AY13 Total Enrollment…..2,500 Students AY13 Aid Recipients……...1,900 Students AY13 Total Financial Aid..$51.5 million Aid Recipients Medical Students……………741 Graduate Students………….879 Undergraduate Students…309 Retention Rates Medical Students……………………......97% Nursing Students Graduate Students………………..70% to 80% Undergraduates-Traditional…..97% Undergraduates-Online……......80% Health Professions (Allied Health)..95% Why Do Students Leave? Academics Illness Change of Heart Financial Recruitment Practices – Prospective Students Meet with various groups of students to discuss costs and Financial Aid opportunities Post-Baccalaureate/Pre-Matriculation Programs High school students interested in Health Professions College students interested in Medicine Admission applicants Kansas Medical Student Loan Program Retention Practices – Current Students Appropriate Cost of Attendance Kansas Medical Student Loan Program Awarding Strategies – Campus Based Funds Scholarships – Academic Departments Orientations Annual sessions with students “Popcorn Thursday” Financial Aid Day Retention Practices Collaboration with University Departments Academic Departments Regular Meetings Shared Directories – Sharepoint with Knowledge Center Satisfactory Academic Progress (SAP) Policy Library One-Stop Shop Newly combined office with Admissions, Registrar, and Student Financial Aid Retention: From a Bursar’s Perspective Ms. Jody Paterson Bursar Webster University Webster University Established in 1915 by the Sisters of Loretto as a 4-year private, non-profit, Catholic women’s college in St. Louis, Missouri 1962 became coeducational 1967 Sisters of Loretto transferred ownership and leadership to a lay board of directors 1983 became a University Webster University Students: 5,000 Undergraduate students 15,000 Graduate students Students from 50 states and 148 countries Average class size of 10 and a Faculty-to-Student ratio of 1 to 9 Global University with 100+ locations: U.S. metro sites, military bases, and corporate sites, Vienna, Leiden, Geneva, London, China, Thailand, and Africa 75 majors and 60 graduate programs Missouri’s No. 1 online graduate education programs and No. 3 online graduate business programs Webster’s Bursar Office Student Accounts & Collection Offices Student Accounts & Cashier Services: Two Assistant Bursars & 11 Staff Members Cashiers (3) Customer Service & Clearance (2) Third Party Billing & VA Refunding ( 2) Student Refunding (2) International Campus & Student Services (1) Billing Coordinator (1) Internal Collections: Manager & three staff members Webster’s Bursar Student Retention Initiatives Training, Assessment, and Professional Development Student-Customer Service New Academic programs Other programs and services: free Metro bus passes Policies and Processes (all) Procedures (all) Webster’s Bursar Student Retention Initiatives Global Collaboration & Coordination: Where is the standard entry point for student-customer service? Admissions and Enrollment Management offices *Financial Aid* and Bursar offices Student Affairs, Student Advising and Registrar offices Study Abroad Academic departments, Extended sites, International campuses, Community schools, Academic Affairs, Corporate Affairs, Online Learning, Adult Learning, and Professional Development Webster’s Bursar Retention Initiatives Communication Phone Calls, Letters, and Emails Web Pages and Social Media Online Portals and Functionality with messaging Posters and Brochures University Publications (electronic and hard copy) Student Government Association Student Orientation, Student Fairs, and Table Events Financial Literacy Programs and Vendor Marketing Webster’s Bursar Retention Initiatives – Student Accounts Billing Statements with pending financial aid Online dynamic financial aid and account information Payment Options (military tuition assistance, MTAP, direct billing, VA benefits, payment plans, employer reimbursement) Student registration hold policies for students with past due balances ($1,500 threshold) No cancellation of classes or interest charges on unpaid student account balance New automation for discounted tuition rates Consolidation of charges for study abroad students Special financial arrangements Webster University Institutional Initiatives First Year Experience and Retention Program Staffing New Military Affairs office with a VA Representative Competitive and discounted tuition rates and special Financial Aid programs for targeted student groups University wide Welcome Students and Retention advertisements and celebrations On-campus FAFSA Completion and outreach services Retention software (MAP-Works) and related University wide collaborations and coordination University Administrators’ open forums on the State of the University Your Questions & Happy Spring 14 MASFAP Conference!