Agenda

1. MUSC Education & Student LifeCommunication ForumApril 28, 2010DR. DARLENE SHAW, ASSOCIATE PROVOST

2. Education & Student LifeConnecting for Success… Agenda • Wins! • Yes Campaign • Appreciation Prizes!! • Employee Insights • Student Satisfaction Survey Results • Staff Recognition 3rd Quarter Winners!!! • Questions & Answers • Announcements/Updates

3. Education & Student Life Connecting for Success… WINS! David Howell – Promoted to Student Services Program Coordinator II Misty McKee – Promoted to Info Resource Consultant I Patrick Cassano – Rehired as Student Services Program Coordinator I WELCOME NEW TEAM MEMBERS… Lane Siggelkow – Enrollment Management SWC Exercise Instructors and Part-time Employees: Megan Brett Jennie Brooks Emily Hawkins Summer Thomas Tracy Sanders James Patt Louise Brown Prisca Denton Jennifer Jones Laura Tulga Stephen Maraist Robin Zettl Jana Sabrina Martinez

4. Education & Student LifeConnecting for Success… WINS! UNIVERSITY APPLAUSE AWARDS Sharon Gilliard Howie Schomer Nancy Lemon Mary Ellen Lenhardt Kat Logemann Bobby Shaw Katie Blaylock Gilbert Bradham, Jr. Michelle Muir Ronnie Hayes Tyler Cross Amy Leaphart Steve Zimmerman Damon Amella Martha Lipton Benita Schlau Lisa Kerr Jamie Moore

5. Education & Student LifeConnecting Students… WINS! Fit It In Student Workout Program Successful new interprofessional course, Transforming Health Care for the Future Division Faculty:  Amy Blue, Laurie Charles, DaNine Fleming, Darlene Shaw, and Tom Smith

6. Inducted in Bridge Run 11th Annual Campus Safety Conference $14,400 Profit for CHE • 4th Annual CLARION • Inter- • professional • Case • Competition • Wrote a • Nationally Acclaimed Paper Presentation Physicians Conference Teamwork Tom Smith Amy Blue David Howell Liz Sheridan Jim Tomsic Willette Burnham Rhonda Walters Alicia Lockard Kevin Smuniewski Nadia Mariutto Wendy Littlejohn Success Hall of Fame Education & StudentLifeConnecting Professions… Excellence!

7. MUSC YES Campaign MUSC Student Services Fund Minority Scholarship Fund Student Center Fund Earl B. Higgins Foundation Fund Education & Student LifeConnecting through Giving… ESL Presented by: Whitney McLuen, Office of Development Becky Dornisch, Director of Annual Giving

8. Education & Student LifeConnecting with You… Appreciation Prizes!!

9. Some of our FY09-10 Pillar Goals for Education & Student Life Service Quality Growth Finance People 90% or more of ESL Faculty and Staff are pleased to be working @ MUSC Supervisors set a good, positive and professional example; staff ratings improve by 4% 90% or higher of Faculty/Staff believe they made the right choice in selecting MUSC 85% or higher of Faculty/staff & students evaluate MUSC’s culture as valuing diversity 5% improvement in employee response to supervisors recognizing individual efforts

10. Employee Insights Survey Why:Solicit feedback on how to better serve you and create the best possible work environment Who: All FTEs in ESL; 57 responses received (~ 57%) What we asked: How would you rate employee morale in your unit? What is your supervisor doing to set a good, positive and professional example? Please give an example or two of common mistakes a supervisor might make that undermines his/her professionalism. Given budgetary constraints, what are some ways other than monetary compensation that your supervisor could reward you for a job well done? Education & Student LifeConnecting with You…

11. How would you rate employee morale in your unit? Education & Student LifeConnecting with You… The majority (70%) of ESL employees said morale is Good or Excellent; only 11% feel morale is Poor or Terrible, while 19% perceive morale as Fair.

12. N times provided Most common responses

13. What are some common mistakes a supervisor might make that undermine his/her professionalism? Most common responses N times provided

14. What are some ways other than monetary compensation that your supervisor could reward you for a job well done? Most common responses N times provided

15. How we will use your insights to make ESL even better: Communicate these results with supervisors Standards of behavior part of supervisor EPMS Strengthen appreciation activities Encourage use of Applause Award program Allocate modest Discretionary $$ to each unit Nominations for Qtrly Employee Recognition Awards Gift Cards for on the spot recognition

16. Results from Student Satisfaction Survey2009-2010 Division of Education & Student Life Darlene Shaw, PhD Associate Provost Education & Student Life 16

17. ESL Student Satisfaction Survey • Skip logic employed in the survey to reduce time to complete (~5 minutes); organized differently from last year’s survey • After completing the survey, students could register (on a different site) to be entered to win $50 (odds of winning were 1 in 50) • Administered online (Survey Monkey) from March 15-26, 2010 • No identifiers collected • Announcements of survey were made through multiple channels (letters to Deans, student broadcast message, personalized email request, SGA leaders and Student Programs involvement) 17

18. Excellent response rate (904 vs. 636 in 2009) 36% of MUSC student body responded Sample demographics reflect student population 18

19. FY09-10 Pillar Goals Education & Student Life People Service Quality Growth Finance As we begin our pursuits in Excellence – we will be striving to reach or exceed the top quartile in most key areas (some unmeasured as indicated below). Once benchmark data are available, we will establish step goals to move forward and toward higher levels of achievement. 90% or more of ESL Faculty and Staff are pleased to be working @ MUSC Supervisors set a good, positive and professional example; staff ratings improve by 4% 33% increase in Interprofessional student events/activities sponsored by ESL Total expenses will not exceed the FY10 revised budget (Not to exceed 10% utilization of reserve funds for one-time major expenditures) 90% of students agree they made the right choice by selecting MUSC 90% or higher of Faculty/Staff believe they made the right choice in selecting MUSC Provide support to International Program Development as evidenced by a 25% increase in the number of international students provided services through ESL 75% of graduating students agree their understanding of the contributions of other professions to health care delivery or research increased through their experience @ MUSC Students evaluate ESL services with an overall satisfaction rate of 90% or higher 85% or higher of Faculty/staff & students evaluate MUSC’s culture as valuing diversity 5% improvement in employee response to supervisors recognizing individual efforts

20. ESL Service Pillar Goals:ESL exceeds goals! 97% 96% 96% 97% Percent who agree significantly > 90%, p’s < .01 20

21. ESL’s success is due to the performance of each Unit Unit Director Center for Academic Excellence Academic J. Ariail Writing Center Support Counseling & Psychological Services A. Libet Student Financial Aid Office of G. Ohlandt Registrar’s Office Enrollment University Admissions Management Student Health Services L. Blumenthal Student Programs W. Burnham Wellness Center B. Shaw 21

22. What kind of data were collected for each Unit? • Utilization by students--either: (1) unaware of this service, (2) aware but haven’t used, or (3) used at least once • Of those who answered “used at least once”, we asked whether they agreed with the following statements: • The service provided met my needs • The staff are competent at their jobs • The staff are caring and helpful • The staff were sensitive to my or other students’ cultural differences • The hours, availability, and/or number of staff were sufficient to help me • Opportunity for written comments students wished to provide 22

23. Units by Utilization Students’ feelings about services at the top of the list have substantial impact on overall ESL satisfaction ratings Among services in top tier (75% utilization or higher), if student did not agree that “Service X” met needs, s/he was 3-12 x more likely to provide “dissatisfied” rating for question about overall satisfaction with ESL Maximizing rates of satisfaction with Admissions, Student Health, Wellness Center and Financial Aid is critical to ESL continuing to achieve its goal of 90% or better satisfaction ratings 23

24. Satisfaction data collected from only users of the service • The service provided met my needs • The staff are competent at their jobs • The staff are caring and helpful • The staff were sensitive to my or other students’ cultural differences • The hours, availability, and/or number of staff were sufficient to help me • What percentage of users agreed or strongly agreed with each statement? 24

25. Performance outcomes for each Unit: Target is 90% of students agree that the service “met my needs” 2009 2010 97% 97% 80% 92% 99% 98% 88% 89% 96% 96% 96% 95% 99% 99% 98% 98% 91% 91% 25

26. Performance outcomes for each Unit: Target is 90% of students agree that the“staff are competent at their jobs” 2010 2009 97% 97% 87% 80% 98% 99% 94% 92% 99% 97% 98% 96% 99% 99% >99% 99% 92% 92% 26

27. Performance outcomes for each Unit: Target is 90% of students agree that the “staff are caring and helpful” 2010 2009 98% 97% 86% 77% 98% 98% 97% 93% 99% 99% 98% 98% 99% 99% 99% 99% 86% 88% 27

28. Performance outcomes for each Unit: Target is 90% of students agree that the “staff were sensitive to my or others’ cultural differences” 2010 2009 99% 97% 97% 95% 98% 98% 97% 98% 99% 99% 98% 99% >99% 99% 99% 99% 93% 98% 28

29. Performance outcomes for each Unit: Target is 90% of students agree that the “hours, availability, and/or number of staff were sufficient to help me” 2010 98% 89% 98% 94% 93% 90% >99% 92% 80% 29

30. Percent of students satisfied with Others Services:Target goal is 90% of students are satisfied 2010 2009 90% 83% 94% 83% 91% 90% 99% 99% 96% 88% 30

31. Summary • A big WIN for us all! ESL Pillar goals exceeded, due to strong performance within each Unit; in all cases we either remained excellent or improved from 2009! • Analyses of Unit results within ESL and across colleges help us make data-informed decisions about where to increase awareness of services and how to increase student satisfaction rates • Your Unit directors will share additional unit-related outcomes with you 31

32. Employee Recognition Awards 3Q 2010 NANCY LEMON KYLE CONNELLY WINNERS!!! NADIA MARIUTTO TYLER CROSS TANYA THORNHILL LISA FENNESSY Education & Student LifeConnecting People… CONGRATULATIONS!

33. Answers Questions? Education & Student Life Connecting with Students… Feedback Employee Insights, Student Satisfaction Survey Results, EPMS SERVICE PILLAR GOAL SUCCESS

34. Education & Student Life Connecting Six Colleges… One University! COM CODM CON CHP COP COGS STUDENTS COLLEGES MUSC Enrollment Mgt Student Programs Student Health Wellness Center Academic Support Administration ETS CAPS C3 TOTAL WELL-BEING EDUCATION HEALTH & WELLNESS INTERPROFESSIONAL DIVERSITY RECREATION TECHNICAL SUPPORT FINANCIAL MANAGEMENT Announcements

35. Education & Student Life Elemental Thank You! From Dr. Darlene Shaw, Associate Provost