ADMISSIONS INSIDE & OUT Tools for Continuous Growth

1. ADMISSIONS INSIDE & OUTTools for Continuous Growth Presented by: Khaleah Bradshaw, Admissions Supervisor & Michelle Taylor, Associate Director CSU-Dominguez Hills Tuesday: April 16, 2013, 1pm Session ID T3.1570

2. Working in an Admissions Office presents a variety of situations and challenges. It is Important to identify tools that will compliment current business processes, allow room for growth, and result in increased productivity. We focus on areas that help the staff when efficiency is necessary and resources are low … asking ourselves the question, how can we do more with less?   • Our presentation highlights key tools which allow us to manage workflow in a way that will result in goal achievement as well as staff satisfaction. We have based our structure around the following areas: leadership, building bridges, inclusivity/transparency, problem solving, resources, accountability, discipline and professional development. • This structure allows us to identify the needs of the office and at the same time ensures that each staff member is aware of their contribution. This big-picture awareness allows them to see how they contribute to the bigger goal of accurately and efficiently admitting students while providing excellent customer service to the University as a whole.   • While it may seem as if each of these strategies by themselves are very basic, we believe the combination of the approach is what makes it work extremely well. Introduction

3. Part of the 23 campus California State University System • Located in Carson, CA (approximately 17 miles from downtown Los Angeles) • Public University with undergraduate and graduate programs • Approximately 11,000 undergraduates & 2,500 graduates CSU Dominguez Hills…

4. Leadership Admissions: 13 Full-Time & 2 Student Employees

5. Weekly Meetings/Training Sessions Every Monday at 10am Admissions Staff Meeting (Sample Agenda) April 8, 2013 • Theme Word or Quote for the Week (Dawn) – “Shine It Up” • Word 2010 Mind Task (Patrisha) • Road to Success Report • Staff Communication Committee Report • Staff Development Committee Report • FALL 2013 UPDATE • INC/INCR • April 1, 2013 was the last date to INCR Freshmen & Transfer applications for Fall 2013. • Last round of undergraduate missing document letters was mailed April 4, 2013. • Applications that are missing documents after review should now be coded INC. • International • Application deadline is June 1, 2013. • Applicants residing outside of the USA are encouraged to apply by May 1, 2013 in order to meet immigration timelines. • Email Michelle before admitting any out of country international applicants after June 1, 2013. • Final document deadline is July 15, 2013. • NSO LeadershipCommunication, Communication, Communication … empowers staff

6. Admissions Evaluator Report (live data)All Inclusive Application DataUsed by entire Admissions Staff Leadership … Reports

7. Active role in Training and Utilizing : Academic Advisement Counselors, Customer Service Representatives, Outreach Officers (Transfer Center), Student Information Services, Student Success Coordinators to relay accurate information to both prospective and denied students regarding admission criteria and application procedures • Internal FAQ – Answers to the 100 Most Frequently Asked Questions • Developing Relationships with : Academic Departments (Graduate Council), Financial Aid, Housing, Information Technology, International Advisor, LGBTQ (Safe Space), Orientation (NSO Help Desk), Student Affairs, Veterans Affairs (Vet Net Allies), Vice-President’s Office, Webmaster Building Bridges … Over 400 hours of instruction

8. A&R Weekly Digest • Inclusive Staff Meetings • Annual Campus Wide Admissions Update Presentation (2 Hours) with Q&A • Include Student Employees in training and professional development opportunities Inclusive/TransparentNo Hidden Agenda - Trickle Down Effect

10. Clear & Up-to-Date Website Information (online information management tracking for approximately 20 web pages) • All Staff Members are cross-trained within each Unit • Business Process Guides (BPGs) – Definitive written instructions, rather than relying on word of mouth (150+) Proactive Problem SolvingConsistent Policy & Procedure

12. Resources Shared Drive Admissions Calendar Policy & Procedure Spreadsheet Internal Library AACRAO Edge, IERF, WES, Presentations & Webinars CO Website (Ex. Admission Handbook, Residency Handbook, Coded Memos, Executive Orders) CSUDH Website Queries (Ex. Appeals, Exception Admits, Miscellaneous Documents)

13. Daily Tallies • One-on-Ones (every other month) • Staff Notes & Files • Give accolades, Unit/Person specific workflow updates, professional development progress, points for discussion (questions, concerns, etc…) • Accurate Annual Evaluations with Examples • Job Strengths, Progress Achieved, Required Improvements, Goals • Work with HR for meaningful and well-documented Write-Ups & Grievance Hearings Accountability & Discipline Upward & Downward Communication

14. Professional Development Required Annually Mindleaders.com, Fred Pryor Seminars/Career Track Campus-Based (with Guest Presenters) Connections, New Horizons Software Workshops, Road to Success Monthly Trainings Collectively, the Admissions Staff participated in approximately 600 training opportunities in 2012 Examples: Data Entry Proficiency, EXCEL, Handling Difficult & Disruptive Behavior, Information Security Training, Military Transcripts (JST), Quality Service Training for Admission, Saudi Arabia, and Transfer Credit Update

15. Summary We hope that our presentation highlighted for you some key tools which allow for managing workflow in a way that will result in goal achievement as well as staff satisfaction. We hope that the structure we have shared with you will complement your current processes and increase productivity…ultimately, doing more with less  We believe when management identifies the needs of the office and at the same time ensures that each staff member is aware of their contribution, the big-picture awareness allows them to see how they contribute to the bigger goal through accurately and efficiently admitting students while providing excellent customer service to the University as a whole.   Leadership, building bridges, inclusivity/transparency, problem solving, resources, accountability, discipline and professional development. While it may seem as if each of these strategies by themselves are very basic, we believe the combination of the approach is what makes it work extremely well.

16. Khaleah Bradshaw & Michelle Taylor kbradshaw@csudh.edu mtaylor@cudh.edu admit@csudh.edu Please complete the session evaluation form using the AACRAO Mobile App or the paper form provided in your conference bag. Session ID T3.1570 Thank You!