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focus on the learner

S t u d e n t S e r v i c e S P l a n 2 0 1 4 – 2 0 1 8

Purpose of the Student Services Planning Process . . . . . . 1

Student Services Departments Participating . . . . . . . . . . . . 2

Student Service Philosophy and Essential Commitments to Our Students . . . . . . . . . . . . . . . . 3

How We Define Exceptional Service in Student Services . 4

Message to Our Students . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5

Student Services Plan Goal 1: Building a Consistent Service Approach . . . . . . . . . . . . . . . . . . . 6

Student Services Plan Goal 2: Building, Fostering, and Maintaining Relationships . . . . . . . . 7

Student Services Plan Goal 3: Creating Functional and Inviting Spaces . . . . . . . . . . . . . . . . . . 8

Appendix A: Student Services Planning Committee Members . . . . . . . . . . 9

Appendix B: Planning Process . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .10

Appendix C: Next Steps in the Planning Process . . . . . . . . . . . . . . . . . . . . . . .12

Appendix D: Supporting Documents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .13

Acknowledgements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .14

Selkirk College Student ServiCeS Plan 2014–2018: FoCuS on the learner

Inside

Selkirk College Student ServiCeS Plan 2014–2018: FoCuS on the learner 1

the student services planning process has brought together all departments providing services to students at Selkirk College to engage in an intentional visioning and planning process . The aim of this process is to provide these

departments with the opportunity to develop a unified vision for provision of student services at the college, to identify current gaps and challenges, and to establish broad goals to guide departmental planning in working to realize our vision for the future .

Over the past decade student services and student affairs departments in post-secondary institutions have taken a closer look at what they are contributing to student success and engagement . This has led to more intentional planning of service delivery and a move to relational as opposed to transactional practices . Students are expecting to develop relationships with peers, faculty, and staff at post-secondary institutions, and to gain both skills and experiences inside and outside the classroom while pursuing their education . This focus on relational practices, and curricular, co-curricular, and extra-curricular experiences has resulted in a re-examination of what student services offers, as well as how services and supports are delivered and structured . This has resulted in the blurring of lines between student services, faculty practices, and programming with greater collaboration between these two sectors in our institutions .

Given this on-going shift and development with the growing body of literature and thought which has

accompanied it, pursuing an intentional process of review, reflection, and visioning student services at Selkirk College has the potential to significantly benefit student engagement and success .

This process of reflection has provided student services with the opportunity to develop a shared service philosophy and set of essential commitments to our students which will guide practices within student services as a whole, as well as within each area, providing a unified direction for both long-term/short-term planning, and for daily practice, so that all departments within student services will be working from the same clearly articulated philosophy on common objectives and goals . These objectives and goals will then be operationalized within the individual departments which will develop action plans and will allocate resources accordingly .

The planning process has also allowed student services related departments at the College to examine current research, developments, and trends in the field of student services . In addition, it has provided an avenue for departments providing student services to articulate where practices are today and to examine if this is where we want to be, or whether we want to change course in some ways to meet current needs or realities, and then to look strategically at how we would meet these objectives .

The development of the Student Services Plan is aligned with the College’s mission, vision, and strategic directions . This alignment is critical to the success of this plan .

PurPoSe oF the Student ServiCeS Planning ProCeSS

Development and implementation of Selkirk College’s Student Services Plan has been undertaken with representation from a broad base of service areas providing support to students at the college . These departments will be accessing this plan directly for guidance in

both their short term and long term planning . The departments with representation on the Student Services Planning Committee under the direction of Director of Student and Enrolment Services / Registrar include:

• Student Access and Support (Counselling Services, Disability Services, Aboriginal Services, Learning Success Centres, Co-op Education and Employment Services, and Assessment Services)

• Associate Registrar Portfolio (Admissions and Records, Financial Aid, and Athletics and Recreation Services)

• Residence and Food Services

• Bookstore

• Library

• Students Union

Student ServiCeS dePartmentS PartiCiPating in thiS Planning ProCeSS

2 Selkirk College Student ServiCeS Plan 2014–2018: FoCuS on the learner Phot

o: Jo

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student Services staff at Selkirk College is committed to exceptional service, recognizing the diversity of our learners and their varied educational goals . Our efforts are focused on being

responsive to students’ individual needs by providing consistent, high quality, timely guidance, services, and supports through knowledgeable well-informed staff and engaging programs . We support a community of learners connected to opportunities in our region and beyond . We are learner focussed . We believe that building relationships with our students and providing opportunities for them to build relationships with one another and with our communities is central to our work . We are proactive, working from a collaborative, creative solution-based approach, and believe in the importance of continuous improvement, use of best practices, and continually responding to student’s changing realities .

Together with other college staff, we are committed to supporting Selkirk students’ pathways towards meeting their educational goals by extending and supporting classroom learning, providing inviting student spaces, and offering accessible, friendly services and supports in a safe, comfortable learning environment that inspires intellectual inquiry, creativity, and critical thinking . As part of the college community, we work to support students’ personal and educational development as responsible, engaged and empowered citizens of our local and global communities .

We aim to contribute to a seamless educational experience for students from recruitment through to graduation . We work as an integrated team with one another and with the academic staff to meet these ends .

Student ServiCe PhiloSoPhy & eSSential CommitmentS to our StudentS

Students attending Selkirk College can expect:

1 . Quality guidance, services, supports, and engaging extra and co-curricular opportunities .

2 . Staff who are responsive to the diversity of learners and their varied educational goals .

3 . Opportunities to build relationships in a comfortable and inviting learner-focused environment .

4 . A seamless educational experience where college staff work as an integrated team .

FocuS on the learner: our Service PhiloSoPhy

Building relationships

Being responsive

Supporting the

Whole learner

Providing Seamless Service

Being Proactive

Student Services is committed to

exceptional service

4 Selkirk College Student ServiCeS Plan 2014–2018: FoCuS on the learner

serviceStudent Services staff at Selkirk College is committed

to providing exceptional service. This means a strong

commitment to recognizing the diversity of our learners

and their varied educational goals. This is achieved by:

Being reSPonSiveWe focus our efforts on being responsive to students’ individual needs by providing consistent, high quality, timely guidance, services, and supports through knowledgeable well-informed staff, engaging activities, and learning opportunities .

Building relationShiPSWe believe that building relationships with our students and providing opportunities in a safe and comfortable environment for them to build relationships with one another and with our communities is central to our work .

Providing SeamleSS ServiceWe are committed to clear communication and timely transfer of information that enable service staff to work together with the college community as an integrated team to support Selkirk students’ pathways towards meeting their educational goals .

SuPPorting the whole learnerTogether with the college community, we provide services, supports, and learning opportunities that inspire intellectual inquiry, creativity, and critical thinking, while supporting students’ personal and educational development as responsible, engaged, and empowered citizens of our local and global communities .

Being ProactiveWe believe in working from a collaborative and creative, solution-based approach and in the importance of continuous improvement, use of best practices, and responding to students’ changing realities .

hoW We deFine eXCePtional Student ServiCeS

studentsmeSSage to our StudentS

At Selkirk College, we recognize that each of you

has come to us with different experiences, from

different places, and that you each have your own

personal goals for your education and experience

at our college. In Student Services our first priority

is to provide you with quality services that will help

to make your student experience at Selkirk College

straight forward, rewarding, and fun. From your

Selkirk College Student Services staff, you can expect:

reSPonSive ServiceS and SuPPortS Giving you what you need to succeed when you need it .

oPPortunitieS to Build relationShiPS We want to get to know you as a learner and person, and we want to give you opportunities to get to know each other .

to receive SeamleSS Service All our staff work together as an integrated team to help you meet your educational goals .

recognition aS a whole learner We recognize that you are a student, citizen, member of a family and community, and we give you opportunities to grow personally and professionally .

a Proactive aPProach We are committed to working together, thinking ahead, and embracing new ideas to make your student experience the best it can be .



Goal 1Building a ConSiStent ServiCe aPProaCh

How can we provide a consistent Selkirk approach to student services that reflects our service philosophy

and is evident college-wide?

why iS thiS goal Fundamental to Student ServiceS?

Providing students with a consistent approach to service delivery college-wide, across all our locations, will assist students in understanding what they can expect from Student Services at Selkirk College and what we expect from them, no matter which campus they are based on or are communicating with . As students share their Selkirk College experiences with others, these new students will also be able to expect the same approach to services at whichever campus they choose to attend .

conSiderationS

The student services planning process provides us, as service providers, with the opportunity to establish and agree upon our philosophy of service and commitments to our students and our college community . We can then draw on these values in establishing what is fundamental to our students and ourselves in our approach to student service delivery . These fundamental approaches can then be reflected college wide in the ways in which we deliver services to students .



Goal 2In recognizing and appreciating the benefits of building, fostering, and maintaining strong and positive

relationships among all members of our college community, how can we work with and support these

community members in creating the relational service experience desired by our students?

Building, FoStering, and maintaining relationShiPS


Students are telling us that they are seeking personal or relational interactions as opposed to transactional relationships; they have said they are seeking experiences both inside and outside of the classroom through curricular, co-curricular, and extra-curricular experiences .

conSiderationS

Students attending Selkirk College are seeking a personal experience where instructors and staff know who they are and work actively with them to meet their educational goals . Our commitment to exceptional service, community building, and focus on the learner are key to what is unique about Selkirk College . Our ability to build relationships that recognize our students’ individual pathways is an important reason why students choose to study with us . This sets us apart from their other educational choices and is a strength we can build upon .



Goal 3How can we ensure that students have functional and inviting spaces to access services, to study

and to socialize on each of our campuses / learning centres?

Creating FunCtional and inviting SPaCeS


Our research and consultations have highlighted the critical role that a comfortable, functional environment plays in fostering a positive, fulfilling, and successful learning experience . Students’ chosen program of study provides a main focus for their time at Selkirk; however, the spaces available for them to study, socialize, and access the information, resources, and supports that they need to facilitate their learning are also of significant importance and contribute to their overall experience . In addition, having functional and inviting spaces influences students’ perceptions of the quality of these experiences .

conSiderationS

The structure of our college, in terms of its multiple locations, and the unique character and purpose of each of our campuses and centres needs to be considered in assessing what improvements are critical to enhance study and social spaces for students . Improvements could include enhancing esthetics as well as functionality of our spaces .

Student consultations have identified several areas of need which were shared in this planning process including spaces for both quiet and group study, spaces for socializing (food and beverage services in the residences when the cafeteria is closed), increasing the esthetics of current spaces, and ensuring consistent basic services such as wireless Internet access at all locations .



appendix aRandall Cannon – Committee Chair

Department Head, Student Access and Support

Myriam Spencer Project Facilitator

Jim O’Meara Associate Registrar

Gregg Currie College Librarian

Nedine Scott Organiser, Students’ Union

Delina Underwood Residence and Food Services Coordinator

Samantha SteeleBookstore Coordinator

Natasha MakortoffRecorder of meeting minutes

Student ServiCeS Planning Committee memBerS


appendix BDevelopment of Selkirk College’s first Student Services Plan began in January 2013 with establishment of the Student Services Planning Committee . The committee included broad representation with members drawn from all departments providing services to students at the college (See Appendix A for a listing of committee members) . A project facilitator was hired to establish and guide the planning process . Support for minute taking was also arranged .

Development of StuDent ServiceS philoSophy

The committee began its work by undertaking a visioning process to articulate the values and philosophies which underpin provision of student services at Selkirk College . To begin this process, the project facilitator provided an overview of the attributes and purpose of a vision statement or service philosophy . Committee members were then asked to reflect upon and write down their own service philosophy or set of values/phrases that they would consider as fundamental to such a philosophy . Committee members then shared their written contributions with one another . Each member, in turn, read each contribution and underlined the words/phrases most significant for them . Committee members then sorted all underlined phrases /words according to the number of underscores each word received, indicating their importance to the group . These phrases /words were considered, discussed, and used when answering the questions below . (Additional words or phrases were added as needed .)

a . Who are we?

b . What do we value?

c . What is our philosophy about students?

d . What needs do we fill? What is our role in the college?

e . How do we anticipate our role changing?

From this exercise, the most commonly held themes were extracted and the proposed student services philosophy was drafted by the facilitator, incorporating these

themes and phrases, for consideration by the committee . After reviewing the draft philosophy, the committee worked together to draw out the fundamental or essential commitments to our students from the service philosophy . The philosophy and essential commitments form the vision for our plan and act as the overarching ideal of service that Student Services departments at Selkirk College will work to realize .

ASSeSSment of current StAte AnD future DirectionS

Following the establishment of a proposed student service philosophy, committee members reflected on the services provided in their respective areas keeping the values articulated in the service philosophy in mind, and considered the following questions:

1 . Where are we now?

2 . Where do we want to be?

3 . What are the gaps?

These reflections were then shared, in turn, with the committee as a whole . Through this process, committee members were able to deepen their understanding and knowledge concerning the activities and mandates of other departments providing services to students . Areas of common focus, as well as unique challenges and realities, were identified .

externAl AnD internAl environmentAl ScAn

In order to bring current trends in post-secondary education in general, and student services in particular, as well as findings from student consultations and institutional research into the planning process for consideration and discussion, the project facilitator prepared and presented an initial external and internal environmental scan . Following the presentation, the committee members discussed these findings in relation to student services planning at the college .

our Planning ProCeSS


iDentificAtion of plAnning goAlS

The committee met to discuss the establishment of broad goals that would guide planning across Student Services departments for the life of the Student Services Plan . These goals were drawn from consideration of the committee’s vision for student services as articulated in the service philosophy, and from the findings of the external/internal environmental scan and gap identification exercise . The committee considered the following questions in establishing proposed goals for the plan:

1 . What are the biggest barriers to our ability to live our service philosophy?

2 . What do our students critically need from us to meet their goals at this time?

3 . How do we take into account the structure of our institution (multi-campus) and the diversity of our students in setting these areas of focus, so that all will be better served from these efforts?

DepArtmentAl conSultAtionS

The Student Services Planning Committee recognizes the fundamental importance and benefits of broad consultation in the development and implementation of the Student Services Plan . This plan’s overarching purpose is to establish a unified focus and direction for all departments providing services to students in order

to provide a high quality student experience and breadth of opportunities for all students attending the college . As such, having the active input and involvement of all Student Services staff is crucial to our ability to meet these goals .

The committee chair and project facilitator conducted consultation sessions with staff from each of the departments providing services to students at the college seeking their input on the work completed to date in this planning process . Specifically staff were asked for their feedback on the proposed student services philosophy, essential commitments, and proposed goals by answering the following questions:

1 . Does this service philosophy resonate with your vision for student services at the college? If yes/no, your reasons

2 . Do you feel this would resonate with students, if yes/no, your reasons

3 . Do you have feedback regarding the proposed goals, their focus in helping us to work toward living our service philosophy?

4 . If in certain ways you feel the service philosophy and goals do not meet our objectives, what changes would you suggest? What is your vision?


appendix cDevelopment of initiAl StrAtegieS/Action plAnS

As the first phase of consultations has drawn to a close, the Student Services Planning Committee has considered feedback along with additional research on best practices in student service . This information has served to develop the initial strategies or action plans intended to achieve the three established goals in the Student Services Plan (See “Goal Implementation: Proposed Strategies/Action Plans”) .

Through development of the SSP action plans, the SSP Committee members will work within their departments and with one another to begin to realize the goals set out in the Student Services Plan . As outlined below, to ensure a seamless and efficient process, it is recommended that an individual be appointed to act as liaison and coordinator on an ongoing basis to facilitate current implementation and future planning .

coorDinAtion of on-going plAnning proceSS

The Director of Student and Enrollment Services / Registrar initiated the SSP project and is responsible for coordinating all efforts to oversee the ongoing planning process, monitor the progress of work, and report to management .

To date, an external project coordinator has been hired to organize, direct, and act as a liaison within the SSP Committee, with other college committees, and the college community as a whole . The role of this individual has included the following activities:

• Acting as liaison and research resource during the development and implementation of the action plans by assisting with communication among SSP action plan working groups and providing resources / research findings as needed .

• Ensuring communication and coordination among existing college committees working on complementary projects and the SSP Committee to assist in assuring a seamless project development process college-wide . Complementary committees have included the Get Connected Committee, Student Orientation Committee, Student Experience Team, Student Retention Committee, Vibrant Spaces sub-committee, Student Recruitment Committee and the Education Plan development process .

• Planning and assisting in facilitating consultations during the planning process: for example, broader consultations with students and with staff outside of departments providing services to students .

• Ensuring the planning process documents and other modes of communication regarding this process are kept up to date .

Moving forward, the department head of Student Access and Support is to coordinate further development and implementation of the SSP . This internal appointment is intended to provide availability, continuity, and stability through duties that require regular participation in committees and involvement across schools /services .

StuDent ServiceS plAnning committee meetingS

It is recommended that the SSP Committee meet three times a year as a full group to discuss progress in implementing action plans and to review issues that have arisen during the foregoing period . Additional meetings can be called if necessary to address time sensitive issues .

life of the plAn

It is recommended that the life of this plan should follow the timeline for the Strategic Plan . The SSP would then be updated following the release of the next iteration of the college-wide Strategic Plan .

neXt StePS in the Planning ProCeSS


appendix DSuPPorting doCumentS

In developing Selkirk College’s first Student Services Plan (SSP), several documents were prepared and reviewed to support various stages of the planning process . Readers interested in viewing these documents listed below can contact Randall Cannon, Chair, Student Services Planning Committee at 250-365-1299 or by email at rcannon@selkirk .ca

environmental Scan: taking a Broad look at the learning landscape of our Students and our CollegeThis document provides both internal and external contexts for the planning process . Major trends and current emerging issues in postsecondary education are highlighted, along with an overview of best practices in student services . An overview of the internal Selkirk College environment and highlights from student consultations are also included .

gap exercise: Summary documentAs part of the planning process, SSP Committee members from each department providing services to students reflected on where their practices are currently and where they would like their services to be in the future . Each committee member then identified gaps that would require attention to realize this future . This document provides a summary of these reflections by department .

Staff Consultation Findings by topic and groupThis document provides a record of feedback and input provided by Student Services staff during consultations held in May and June 2013 . The feedback is organized by topic discussed and department consulted .

Staff Consultation SummaryA summary of major issues identified by Student Services staff during consultations in May and June 2013 is provided, highlighting common areas of focus .

goal implementation: Potential Strategies/action PlansInformation from the preceding documents were utilized to develop potential areas of focus for action planning .

Student Services Planning: a Framework for development of a Student Services Plan for Selkirk CollegeThis document outlines the planning process for development of a Student Services Plan . This framework document formed the foundation for the planning process .

Student Services Planning Committee terms of reference

mt royal university. (2012) Student Centred: Student Services Plan 2012-2017.Mount Royal University’s Student Services Plan provided the committee with a strong model for development and articulation of Selkirk College’s Student Services Plan .

14 Selkirk College Student ServiCeS Plan 2014–2018: FoCuS on the learnerWithin Reach. Beyond Imagination. selkirk.ca

301 Frank Beinder way,

castlegar, Bc v1n 4l3

phone 250.365.7292

toll free 1.888.953.1133

email [email protected]

focus on the learner

aCknoWledgementS

The student services planning committee would like to acknowledge the valuable contributions made by Selkirk College students and student services staff in shaping the service philosophy, plan goals, and the overall presentation of the Student Services Plan . Students’ candid dialogue and sharing of their diverse perspectives through consultations conducted in various venues over the past two years were essential in helping us understand students’ desired learning environments at our college .

The feedback gathered from students, staff, and the community by the Strategic Planning Committee for the college’s new Strategic Plan 2013 - 2018 provided us with invaluable information . As well, the ideas and input offered by student services staff on earlier drafts of the Student Services Plan were vital in assisting the committee to refine the plan goals and provide clarity on the practical issues facing each service area . We also benefited from staff insights on practices which have greatest impact on the student experience .

The committee would also like to gratefully acknowledge the work done by Mt . Royal University in the development and publication of their Student Services Plan which provided a wealth of knowledge that helped to inspire, guide, and inform our planning process .

The leadership and guidance provided by Cathy Mercer, Director of Student and Enrolment Services / Registrar, was essential in moving this plan forward, and we are grateful for her continuing support in this process as we begin to implement our planning goals .

January 2014