Leadership Development Program Group Project Presented April 29, 2011

One – Stop Student Services

Team Members

Aimee Nelson, Assistant Dean, Student Affairs, Education

Sara Martinez, Records Manager, Admissions and Records

Zia Qureshi, Associate Director, Student Financial Services

Sandra Malone, Supervisor, Custodial Services, Physical Plant

Gladys Maldoon, Assistant Director, TitanCard

Stephanie Petty, Director, Research & Prospect Management, University Advancement

Mark Hoven Stohs, Professor and Chair, Department of Finance Spencer Colman, Project Manager, Physical Plant (couldn’t attend today, was mainstay of team) .

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Sponsors: Joe Ferrer, Director, Parking & Transportation Chuck Kissel, Director, Titan Shops Advisor: Kandy Mink-Salas, Assoc VP, Student Affairs

Team Introduction

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Back: Mark Hoven Stohs, Spencer Colman, Stephanie Petty Front: Zia Qureshi, Aimee Nelson, Sara Martinez, Sandra Malone, Gladys Maldoon

I. Outline

I. Introduction/Charge - Overview: Aimee II. Background: Sara III. Recommendations

a. Titan Square: Zia b. Signage: Sandra c. Technology: Gladys d. Branding & Marketing: Stephanie

IV. Conclusion: Mark

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• Charge: Enhance delivery of student services; by researching best practices, existing services and identifying opportunities.

• Comprehensive Solutions: Provide physical and/or virtual location, where students and others may obtain the services/information needed.

• Goal: Consider options; propose and justify the best solution to enhance student services.

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Charge

Our team:

Reviewed best practices for one–stop student services at other Colleges and Universities

Reviewed history of student services at CSUF

Interviewed students

Interviewed CSUF stakeholders

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Research

Best Practices

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University of Delaware, Boston College & Purdue University Calumet: created campus committees, including critical service departments, focusing on one-stop student centers and web-based services.

University of California at Santa Cruz: 70-20-10 model.

Cypress College: all services in one building. Cal Poly Pomona: many services in one

building.

Campus Stakeholders

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Raul Alvarez, Cypress College Joe Ferrer Jay Bond Tom Grayson Kurt Borsting Chuck Kissel Beverly Burelli Larry Martin Steve Chamberlain Paul Miller Jeff Cook Kandy Mink Salas Helen Davenport Steve Murray Bridget Driscoll Javier Ramirez CSUF Students

Which student services should be included?

Where are these student services located currently?

Should there be movement in and out of the “ideal” service center location?

Who are the campus stakeholders with a vested interest in “One-Stop Student Services?”

Can vital services be included in one location at peak times of the semester?

How should the staffing be managed and how would training of those staff be organized?

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Research Questions

There is no single place on campus where someone (students, guests, etc) can talk to a university official to obtain accurate information.

The services which exist do not appear to be centralized; and some are not conveniently located during crucial times of the day or of the year.

Lack of adequate signage on campus buildings makes it difficult to navigate campus.

While we focus on student services; faculty, staff and visitors face the same challenges.

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II. Background

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I need to drop a class. How do I do that?

How do I change my address?

Student Example A student in late August may need to:

Obtain a transcript, parking permit

Submit financial aid documents

Obtain a new TitanCard

The student will have to visit:

A&R Service Center, Financial Services, Pollack Library, Financial Aid, and Parking & Transportation

And walk up to a mile to accomplish tasks

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UH and LH History In late 1990s, Langsdorf

Hall (LH) was remodeled to make A&R services more convenient.

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University Hall (UH), completed in the 1990s, was conceived as a student services building only, but that didn’t happen.

III. Recommendations

Basic recommendations:

a. Establish TITAN SQUARE (TS)

b. Campus signage

c. Technology Proposals

d. Branding & Marketing

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Major Options to Meet Challenge

1. TITAN SQUARE. The reality is that 70% of basic services are located in LH and UH. Current Recommendation: Brand this area as TITAN

SQUARE and let it become the service and information location on campus.

2. NEW BUILDING. Locate in the new College Town where all relevant services are located. Not currently feasible: building cost range is $25-50

million, too disruptive of current services, and building would have to be very large to house all relevant services.

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Services Currently in UH

• Academic Advisement Center: UH 123 • Disabled Student Services: UH 101 • International Education & Exchange: UH 244 • New Student Programs: UH 179C • Office of Financial Aid: UH 177 • Student Academic Services: UH 179 • SFS, Cashier & Student Account Services: UH 180 • Study Abroad Office: UH-244 • Testing Center: UH 229 • Veterans Support Services: UH 245 • WoMen’s Center and Adult Re–Entry: UH 205

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Services Currently in LH

Admissions and Records: LH 114

Athletic Academic Advising: LH 215

Career Center: LH 208

Freshman Programs: LH 216

Veterans Services: LH 563

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III a. Titan Square

UH and LH with Services

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Please see “handout” for detail

Services not in LH or UH

Parking & Transportation

TitanCard (PL)

Titan Shops

All services in TSU

CSUF Writing Center (PL)

University Learning Center (PL)

Other services in Pollack Library

Student Health & Counseling Center

Various specialized student programs

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Seasonal Solution

Any solution should also include:

Seasonal satellite offices: a primary location can become overcrowded during peak times.

Extended hours: evenings and/or weekends. Night students and graduate programs need services.

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III b. Signage

Students, staff, faculty and visitors find it difficult to direct one another to a location.

Appropriate signage (following campus standards) should improve information flow:

Wayfinding signage

Building signage

Signs/Banners for Fall 2011

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Wayfinding Signage

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Signage Best Practice

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Signage at Cypress College Student Services: Best Practice

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III c. Technology Proposals

1. Mobile App

2. Webpage Interactive Map

3. Live Chat

4. Online Appointment

5. Web Cam

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Titan Square Services

• Department

• Location

• Map

Launch Department website

Click to Call Office

Mobile App

Titan Square

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Interactive Map/Services (example)

Academic Advising UH-123 (A-1) (657) 278-3606 http://www.fullerton.edu/aac/

• Academic Advising for General Education and graduate requirements

• Major exploration for students who are undeclared

• Academic Advising for students on Academic Probation

By clicking on A-1, the info on

the right appears

Live Chat

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Student: When can I expect my Financial Aid check?

Titan Square Web

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Online Appointments In office appointment

Phone Call appointment

Web Cam

III d. Branding & Marketing

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We recommend long–term developments. Yet relatively inexpensive branding solutions will increase access to student services immensely:

Promote Titan Square name

Develop visual identity

Branding and marketing campaign

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Titan Square Branding

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Titan Square Marketing Campaign

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Titan Square Marketing Campaign

Appearance suggests that we don’t have a one–stop services center. In reality, UH and LH serve this purpose.

We recommend a brand name for this location: TITAN SQUARE.

Through time, some services will migrate to this location, and other services will exit.

By providing a venue for students, faculty, staff and visitors to interact directly with a campus representative, we achieve Titan Excellence.

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IV. Conclusions

Cost of Options

New Building (College Town): the cost of a new building would be $25–50 million, depending upon which services are housed there.

Campus banners: currently cost about $50 each; so even with 100 (with a few large ones identifying TITAN SQUARE), an initial cost for summer 2011 is under $10,000. Implement this summer!

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TITAN SQUARE This is it, we

simply have to let people

know!

From the Titan Square Team

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