BEST IN CLASS CUSTOMER SERVICE THE PLA WAY!

1. BEST IN CLASS CUSTOMER SERVICE THE PLA WAY!

2. Dr. Karen Conzett, Director of Prior Learning Assessment karen.conzett@ashford.edu Jodi Feikema, Associate Director of Prior Learning Assessment jodi.feikema@ashford.edu

3. IMPORTANCE OF CUSTOMER SERVICE • Student retention • Proper awarding of credit • Prepare students while “rewarding” them for life experiences • Transparency • Integral and valued part of institution

4. CAEL STANDARDS: PLA DEPARTMENT • “Assessment should be based on standards and criteria for the level of acceptable learning that are both agreed upon and made public.” • “Fees charged for assessment should be based on the services performed in the process and not determined by the amount of credit awarded.” • “Assessment programs should be regularly monitored, reviewed, evaluated, and revised as needed to reflect changes in the needs being served, the purposes being met, and the state of the assessment arts.” Taken from Assessing Learning: Standards, Principles, and Procedures (Second Edition) By Morry Fiddler, Catherine Marienau, and Urban Whitaker, 2006. Chicago, Kendall Hunt Publishing Company.

6. CAEL STANDARDS: STUDENTS • “Credit or its equivalent should be awarded only for learning, and not for experience.” • “Assessment should be treated as an integral part of learning, not separate from it, and should be based on an understanding of learning processes.” • “Policies, procedures, and criteria applied to assessment, including provision for appeal, should be fully disclosed and prominently available to all parties involved in the assessment process.” Taken from Assessing Learning: Standards, Principles, and Procedures (Second Edition) By Morry Fiddler, Catherine Marienau, and Urban Whitaker, 2006. Chicago, Kendall Hunt Publishing Company.

7. CUSTOMER SERVICE TOPICS: STUDENTS • Concept of PLA • PLA process • Benefits of PLA • Satisfaction with PLA and institution • How PLA can fit into the degree plan

8. WAYS TO PROVIDE CUSTOMER SERVICE: STUDENTS • Learning Management System (PLA Information Center) • Individualized Advising • Q & A Forum • Email • Phone • Student Appointments • Classroom Presentation • Follow up Process • PLA Satisfaction Survey

9. PLA INFORMATION CENTER

10. PLA INFORMATION CENTER

11. CAEL STANDARDS: FACULTY • “The determination of credit awards and competence levels must be made by appropriate subject matter and academic or credentialing experts.” • “Policies, procedures, and criteria applied to assessment, including provision for appeal, should be fully disclosed and prominently available to all parties involved in the assessment process.” • “All personnel involved in the assessment of learning should pursue and receive adequate training and continuing professional development for the functions they perform.” Taken from Assessing Learning: Standards, Principles, and Procedures (Second Edition) By Morry Fiddler, Catherine Marienau, and Urban Whitaker, 2006. Chicago, Kendall Hunt Publishing Company.

12. CUSTOMER SERVICE TOPICS: FACULTY • Academic quality and integrity • PLA program support • Proper award of credit • PLA policies and procedures

13. WAYS TO PROVIDE CUSTOMER SERVICE: FACULTY • Learning Management System (Faculty Information Center) • Individualized Support • Email • Phone • Open door policy • Intranet electronic Submission Review Site • Regular training sessions • Job aids

14. CAEL STANDARDS: ADVISORS • “All personnel involved in the assessment of learning should pursue and receive adequate training and continuing professional development for the functions they perform.” Taken from Assessing Learning: Standards, Principles, and Procedures (Second Edition) By Morry Fiddler, Catherine Marienau, and Urban Whitaker, 2006. Chicago, Kendall Hunt Publishing Company.

15. CUSTOMER SERVICE TOPICS: ADVISORS • PLA opportunities and options • Accurate information • Screening and referral

16. WAYS TO PROVIDE CUSTOMER SERVICE: ADVISORS • Individualized support • Phone • Email • Regular training sessions • Monthly communication “What’s Cooking in PLA” • Activities in Database Management System • Job aids

17. WHAT’S COOKING IN PLA

18. CAEL STANDARDS: REGISTRAR • “Credit or other credentialing should be appropriate to the context in which it is awarded and accepted.” • “If awards are for credit, transcript entries should clearly describe what learning is being recognized and should be monitored to avoid giving credit twice for the same learning.” • “All personnel involved in the assessment of learning should pursue and receive adequate training and continuing professional development for the functions they perform.” Taken from Assessing Learning: Standards, Principles, and Procedures (Second Edition) By Morry Fiddler, Catherine Marienau, and Urban Whitaker, 2006. Chicago, Kendall Hunt Publishing Company.

19. CUSTOMER SERVICE TOPICS: REGISTRAR • Which department is responsible for evaluation? • Articulation agreements • Transfer limitations and provisions • Consistency in interpretation of application of credits • Activities in Database Management System

20. WAYS TO PROVIDE CUSTOMER SERVICE: REGISTRAR • Individualized support • Phone • Email • Regular training sessions • Monthly communication “What’s Cooking in PLA” • Job aids • Weekly meetings

21. Questions/Comments