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Impact Assessments: Celebrating success ( or how to quantify the impact of learner support for inspection ). NAMSS National Conference. March 2011. Introduction Why impact assess How could you impact assess Use of KPI and Student Data Customer Journey Mapping

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slide1

Impact Assessments:Celebrating success ( or how to quantify the impact of learner support for inspection )

NAMSS National Conference.

March 2011.

overview
Introduction

Why impact assess

How could you impact assess

Use of KPI and Student Data

Customer Journey Mapping

Staff and Student Evaluations

The Impact on services at Solihull College

Celebrating Success

Question and Answer Session

Overview
introduction
Our approach has been developed in the context of:

A General FE College

Need to improve data management (2007)

Need to improve performance management (2007)

Student Services team structure (see delegate pack)

Introduction
why impact assess
Our approach has been developed to measure:

Equality and Diversity Profile of service users

Presentation of Issues i.e. why they access the service (careers, counselling, welfare)

Attendance, Retention and Success rates

Student and Staff views of service provision

Why Impact Assess?
why impact assess1
Our approach has been developed to measure:

Performance

Monitor Service Level Agreements i) Response times

ii) Waiting times

Profile workload (peaks and troughs)

Why Impact Assess?
why impact assess2
Our approach has been developed to measure:

Caseloads

Profile workload

i) Contact types (telephone, email, in person)ii) Contact choices (drop-in, one-to-one)iii) Turn up rate at appointments

Engagement with the academic Faculties

Why Impact Assess?
how do we measure kpi data
Tally Sheets

Accommodation

Drop-in Services

How do we measure KPI Data?
how do we measure kpi data1
Partnership Returns

Sexual Health

College Nurse

Job Centre

Connexions

How do we measure KPI Data?
how do we measure kpi data2
Student Surveys

Settling in

On Programme

FFE

NSS

Bespokee.g. Link Users

How do we measure KPI Data?
how do we measure kpi data6
Database

(‘At Risk’Attendance

and Disciplinary)

How do we measure KPI Data?
how do we report kpi data1
Periodic Impact

Assessments

i.e. OFTED Monitoring

Visit, Peer Reviews.

How do we report KPI Data?
customer journey mapping
2009-2011

Pilot within Public Services School 261 in study with a 25% return rate

2010-2011

Pilot extended to include:Animal Care (169 to date, 18% return rate)A Levels (427 to date, 19% return rate)Hairdressing (103 to date, 23% return rate) Information Technology (134 to date, 33% return rate) Public Services (140 to date, 27% return rate)

Customer Journey Mapping
customer journey mapping1
Evaluates with an ‘emotional response’ for certain key stages in Admissions

cycle including:

Pre-Interview i.e. course and college selection

Interview

Welcome Days

Enrolment

Induction

Customer Journey Mapping
customer journey mapping2
Applicants are invited via open questions to make comments on three aspects of the stage (see delegate pack)

In addition the applicant is asked the same single emotional question at each part of the journey. These scores are used to map the emotional response to each stage along the journey.

The emotional question “How do you feel about you decision to come to Solihull College” would be scored on scale of Plus Ten to Minus Ten.

Customer Journey Mapping
student evalutions
Student evaluations are undertaken for:

All one-to-one sessions (careers, welfare, counselling)

All tutorials delivered by Student Services staff

All events organised by Student Services.

All students accessing Financial Support.

Student Evalutions
student evalutions1
All evaluations are

analysed and

reports via meeting

structure with

separate QIP.

Student Evalutions
staff evaluations
Staff evaluations are undertaken for:

All ‘core’ aspects of Student Services by College Management Team

All one-to-one services (careers, welfare, counselling) by teaching staff.

Staff Evaluations
examples of impact on our service
Welfare End of Year Report 2007-08

KPI data showed the service had supported a range of issues such as homelessness, family difficulties, debt and finances.

Good links with external agencies in place.

Highlighted awareness and accommodation as areas for improvement.

Examples of Impact on our Service
impact of service delivery
Impact of Service Delivery

Effective use of resources

The move from 3 FTE Counselling posts to 0.5 FTE with the additional

appointment of a Welfare Officer was based on KPI data in 2006-07.

This led to an increase in students receiving intensive one to one

support.

impact of service delivery1
Impact of Service Delivery

Attendance and Success Rates

impact of service delivery2
Impact of Service Delivery

Student Evaluations of Provision

‘If I didn’t have support from Student Finance then I wouldn’t be

able to afford it. If it wasn’t for help with travel, trips and exams

then I would not be able to keep coming to college.’ Student Finance

Case Study Review 2009-2010

impact of service delivery4
Impact of Service Delivery

Student Evaluations of Provision

Student evaluations of counselling completed this year have included the

comments:

‘I found that I was able to talk about things more easily with the

counsellor and I found that I understood what was happening to me’

Counselling Evaluation Form 2009-2010

Although I felt bad on some days – by talking to a counsellor I was able

to carry on with my course’ Counselling Evaluation Form 2009-2010

impact of service delivery5
Impact of Service Delivery

Student Evaluations of Provision

Student evaluations of welfare and counselling are completed at first

meeting and at ‘last meeting. They score their personal well-being from

very poor to very good.

impact of service delivery6
Impact of Service Delivery

Student Evaluations of Tutorial Provision

impact of service
OFSTED Monitoring Visit (May 2009)

What progress has the college made in making

further improvements to student services? Significant Progress

“Managers conduct a rigorous analysis of at-risk students and monitor the level of support to ensure their progress.”

MONITORING VISIT: MAIN FINDINGS

Impact of Service
impact of service1
Peer Review Visit (October 2009)

Key Strength: Comprehensive performance management systems in place to monitor the impact of student services activities taking place in tutorials with feedback to curriculum areas on under utilisation.

MONITORING VISIT: MAIN FINDINGS

Impact of Service
impact on service
Student Services Self-Assessment Report (October 2009)

Department graded as ‘outstanding’.

Key strengths included:Engagement with Student Services has demonstrable impact on attendance, retention and completion with high levels of engagement learners identified as Widening Participation and BME.

Comprehensive performance management systems in place with Leadership and Management in the area delivering continuous improvement.

Impact on Service
impact of service2
Full OFSTED Inspection (May 2010)

“Attendance for learners who access many aspects of the support service is better than the college average.”

“Staff monitor the effectiveness of the support it provides well and can demonstrate that it is effective.”

“An increasing proportion takepart in the wide and developing range of sporting and other physical activitiesat the college….Learners also appreciate the information they receive on drug,alcohol and mental health awareness through tutorials”

Full OFSTED Report

Impact of Service
celebrating success
Evaluations are part of WSMT reporting.

Quotations used in ECM posters (see delegate packs)

SLA are posted on College intranet.

Achievements against SLA are printed in Student Services literature.

Celebrating Success
celebrating success1
Staff Update

Student Update

Use of Case Studies

Video and Pod Casts

Celebrating Success