Service Excellence Team 5-20-2016

SERVICE EXCELLENCE TEAM
Meeting Minutes

 

Date: May 20, 2016

Opening

The regular meeting of the SET was held in RH 245 on Friday, May 20, 2016. The meeting was called to order by Cara Hamilton at 10:00 a.m.

Present

Cara Hamilton, Sharetta Bufford, Lisa Anderson, Scott Jaeschke, Gayle Arries, Aida Laham, Kathy Brand

Absent: Lynn Lewis, Richard Parker

Celebrations:

·         Cara shared the SACSCOC reaffirmation findings stating there were only a few easy fixes to be completed and she reiterated the great work done on the institutional initiatives and narratives in the report.  

·         Cara also stated that the College received word they had moved to the next level for the National Aspen Award. Narrowed from a pool of over 150 Colleges to about 30. A phone interview will take place next week before the top 10 finalist are announced.

·         Cara announced a soft opening of One-Stop on June 6, 2016.  Re-named TC Central and housed in Miller Hall, the summer opening will be a beta testing of the processes and procedures to prepare for Fall.  It is imperative that this College initiative be successful for students and everyone is excited and ready to assist until all permanent employees are hired.

·         Scott shared his excitement regarding the response to trainings for the hearing committee.  This group will provide stable, high level of service to students who are engaged in hearings.

·         Gayle shared her excitement over the number of responses (over 130) to the survey to name the One Stop area.  TC Central was selected as the new name. The new name will be branded and communicated in the near future.

Review Decision & Action Tracking from last meeting:

Cara reported that Executive Staff supported the recommendation to add Aida Laham to the Communication Sub-Team replacing Gayle.  Gayle expressed her appreciation of the SET and was in attendance to transition Aida.  She was proud of all the great things that have cascaded down from SET.

Action items were reviewed and updated from the last meeting (see tracking chart below).

 

Update for Sub teams:
Communication- Gayle introduced Aida Laham.  Shirt samples from Crowes were shared for Tri-Day options.  More samples will be gathered.  Gayle shared the draft of branded embroidery options being developed due to the limited stitching that can be done with the current branded logos.  These options would give us branding with flexibility. Gayle wants to present these options to Executive Staff for approval.  She reported water bottles prices had increased, but an order had been placed. Aida shared an idea that identifies team/employees with recognition by placing a Passionate U sticker on their office door as a “thank you” from fellow employees. Lisa stated that lots of great ideas came from the LC101 projects that she hopes can be shared across campus.  An example was the revamp of the Call Center training.  Cara would like the group to share their ideas with the steering committee for the call center. 
Talent Management: Lisa reported the successful completion of the LC101 pilot cohort.  She stated Jeff, Deborah and herself are in the process of revamping and finalizing the plans for the fall cohort starting on Aug. 15.  She reported the on-line on boarding welcome video is being planned and hopes to have it ready for fall.  Supervisor training will begin the end of June, and be completed over a 4 week span.  Job Competencies from the state level down are being included to ensure we are matching the right people during the hiring process.  Also these competencies can be used within EPMS to provide a development plan for those who need help and show that employers are invested in employees in a positive way. Gayle asked when LC101 would invite current employees to be included.  Lisa stated the class would have to have a cap set, but starting this fall current employees could participate.  Cara stated that re-educating and refreshing employees with new energy is important.  She celebrated this year’s crowded Convocation as an example of coming together as a community and having the opportunity to share the positive things happening.  It was suggested that LC101 alumni come to the Aug. 15 kickoff to share how it helped them.  It was also suggested that the LC101 alumni be used/paired as mentors for the new class member. Lisa stated the Saturday, Aug. 20 Adjunct Expo is being planned form 9-2. 
Recognition: Sharetta reported a presentation of the employee recognition project was given with positive feed-back from some of the Executive Staff.  Ideas from the presentation were to have a monthly meet and greet in order for faculty and staff to become better acquainted and understand each other’s roles. At these events, a sign-in would put the employee’s name into a portal for a chance to win a prize drawn each semester. Other opportunities to have your name entered into the portal for the drawing would come from tokens given out by fellow employees for recognition.  This would be a different avenue of recognition geared toward individuals. The information and tracking of the tokens would be housed in HR. We hope to track not only who is receiving token, but also who is giving them out (areas/departments) and the benefits for moral purposes. A pilot of this project is in the planning stages. Sharetta also shared the Random Acts of Kindness ideas of a “RAK shack” coming to different building in the way of a cart to give out “treats” to employees as appreciation.  Another idea for employee appreciation is to have food trucks or vendors on campus once a month as an optional lunch choice.  Cara suggested Sharetta engage Lou Moritz in this conversation and felt he would have no problem with this idea.                                             
Measurement: Scott explained to Aida that his group was charged with measuring what service excellent should look like College-wide and area specific.  His group has developed a service level agreement project proposal to define service excellence through interaction with employees and customers. He shared his group’s second draft of the service level agreement project proposal.  He requested input for the SET and hopes to finalize tentative dates, templates, and trainings by the next SET meeting.  The proposal will be brought before Executive Staff in June. After approval, trainings will be conducted in July, SLA development will be submitted in Aug. and tracking will start Fall 2016.  Scott recommended Della Vanhuss as the replacement on his sub-committee for Emily Danuser who is leaving TCTC. 
Service Obstacle System- Cara reported for Richard that the LEAN training program has one session left and that 7 people had agreed to be LEAN coaches.  Coach training will take place in June.  Lisa Cox is coming on May 31 to share how Clemson’s LEAN program.
Management Accountability: Cara reported she had challenged her team to come up with basic standards of accountability which she has sent to Scott.  She gave each SET member a homework assignment to come up with creative ideas of what we can do for Fall to deliver the message to our employees that student success and delivering a TSE is part of our mission and our greatest opportunity to differentiate from our competitors.  Scott suggested that a barrier to the customer service model tends to be the idea that the customer is always right.  The missing piece is to communicate that we are not giving the student power, but empowering ourselves to give better service.  We need to embed that in our message.  
Academic – Member At Large: Lynn

Wrap Up:

Review Next Steps for each SET:

Confirm Next meeting – Friday, June 10 at 10:00am in RH 245                                                                    

 

Service Excellence Team 4-8-2016

SERVICE EXCELLENCE TEAM
 
Meeting Minutes
 
Date: April 8, 2016

Opening

The regular meeting of the SET was held in RH 245 on Friday, April 8, 2016. The meeting was called to order by Cara Hamilton at 10:00 a.m.

Present

Cara Hamilton, Sharetta Bufford, Lisa Anderson, Scott Jaeschke, Lynn Lewis, Gayle Arries, Richard Parker and Kathy Brand

Absent:

Celebrations:

·         Cara shared that the sets of Recognition cards have been given to the SET teams who have started using them.  She read an email from Rebecca Eidson praising the cards.  Others shared the appreciation from those who have received the cards and the positive attention the cards have already gotten.  Cara asked for guidance on distribution. Discussion took place on how to distribute. It was decided that Cara would give cards to the following: Deans, Division/Department Heads, and Directors/Supervisors (secretaries can keep-up with them). Cards will be placed in the Mail Rooms of each building with a sign of explanation.  Cards will also be sent to the Easley and Anderson campuses.  

Review Decision & Action Tracking from last meeting:
Action items were reviewed and updated from the last meeting (see tracking chart below).
Cara reported that she has sent the SET the Committee Charter for review. She plans to take this to Executive Staff on April 13, 2016. The following suggestions/recommendations for revisions were made:  1) Have the VP for the College Officer to Whom Committee Reports rotate on a 12-18 month basis. (Purpose: to have a difference prospective/focus from leadership 2) Composition of the Unit: Under Committee Type; Definition of the roles will refer to the Service Excellence manual provided by Teri Yanovitch  and adapted by the SET Standing Committee and the serving members agree to follow the defined requirements as stated. 3) The SET team will make recommendations for new team members at the appropriate times.

Cara will make the suggested changes and take the Charter before the Executive staff.

 

Update for Sub teams:
 
Communication- Gayle reported the cards are ready for dissemination.  Gayle has ordered sample Tri-Day shirts for the group to view.  She reiterated that a communication plan for Tri-Day would need to be developed for its understanding and success. No timeframe has been set to date for developing or rolling out a communication plan.  She also reported that the water bottles have been re-ordered.                      
Talent Management: Lisa reported that the pilot group of LC 101 has been very successful. She stated that participants are preparing their projects on a topic of choice to learn the process of project charters. They will present their projects in April to conclude the class.  Future plans are to continue with LC101 as onboarding for new hires and expand the class beyond new employees. The date of Adjunct Day, August 13 was briefly discussed.
Recognition: Sharetta reported she looks forward to her sub-committee meeting to get additional feedback on the Recognition cards. She stated they will also be discussing plans for the Random Acts of Kindness.
Measurement: Scott shared his draft of the Service Level Agreements: A Facilitation Guide.  He stated his hopes are that items 1-6 will eventually be put into a service book of expectations to be used as a guide for the College, and that items 7-9, which are more restrictive to specific offices/department,  will be used to define, teach, train and manage service excellence within these areas.  He also reported needing input on the secret shopper idea as a way of collecting data.  He recommended the model of an on-line survey giving feedback on service in different areas. Discussion took place over the number of students who may or may not complete a survey and that if this was incorporated in to college skill or marketing classes, some offices would not be assessed, ex. Admissions.  It was suggested he talk to Christina Houck in marketing regarding the type of surveys already being done so as not to duplicate and possibly modify a current survey for the needed feedback.  Also discussed was the need of the expectation/standard to be set before doing a survey for improvement in service.
Scott asked for ideas regarding the qualitative data. He asked if there was a way to have anonymous questions and feedback addressed at the College.  Was there a place on the TCE site or could there be for employee suggestions that remained anonymous? It was suggested that the group review the suggestion program on the eTC under the Employee tab, My input, Employee suggestion program to see if revisions or another electronic feedback comment option could be put in this area.  This would be for electronic feedback, positive or constructive, which could be used for improvements.  Scott will look into this electronic program for positive or constructive feedback.  Discussion followed suggesting that this needs to be more about processes, not people or complaints. The problems with monitoring, controlling messaging and responding effectually were discussed. Scott will take this discussion back to his sub-committee for review.
Service Obstacle System- Richard reported The LEAN classes are going well and participants were working on value stream mapping.   Students are learning the tools and starting their projects.  He plans to invite the LEAN director from Clemson, Lisa Knox, and Piedmont Tech, Lisa Bartanus, to visit and share their program’s structure and approval processes.
Management Accountability: Cara reported her sub-team had met and were working to define standards of work in the context of service excellence.  She stated this is very similar to what Scott is doing with the facilitation guide standard of work for the Service Learning Agreement. 
Academic – Member At Large: Lynn had nothing to report for Academics

Wrap Up:

  Review Next Steps for each SET:

Confirm Next meeting – Friday, May 13 at 10:00am in RH 245                                                                     

 

Service Excellence Team 3-11-2016

SERVICE EXCELLENCE TEAM
Meeting Minutes
Date: March 11, 2016

Opening

The regular meeting of the SET was held in RH 245 on Friday, March 11, 2016. The meeting was called to order by Cara Hamilton at 10:00 a.m.

Present

Cara Hamilton, Sharetta Bufford, Lauren Johnson, Scott Jaeschke, Richard Parker and Kathy Brand

Absent:  Lisa Anderson, Lynn Lewis, Gayle Arries

Celebrations:

·         Sharetta shared that Claudia Poore assisted a Bridge student’s parents with simplified directions on returning to Charleston.

·         Cara re-shared her email from a student regarding Mary Corley’s excellent student service, recovery and follow-up.

·         Scott praised Dr. Lynn Lewis and Ms. Rutledge for physically traveling to the Easley campus to meet with and resolve issues with nursing students.

·         Cara reiterated how the College culture is changing by listing examples of the many team building activities that took place in the afternoon of our last Professional Development day. Managers and supervisors were empowered to be creative and innovative and to think outside the box and have groups participate in team building activities such as bowling, painting, games, etc.

·         Lauren shared how Linda Jameison, Mr. White and Mr. Moritz assisted her passing out tickets on PD day.  They saw a need and jumped in to help.

Review Decision & Action Tracking from last meeting:

Action items were reviewed and updated from the last meeting (see tracking chart below).

Update for Sub teams:

Communication- Gayle                                                                                
Talent Management: Lauren reported that 230 Faculty and staff participated in the March1 Professional Development Day activities.  The Communication and Safety sessions had the largest attendance.  Sharetta made the suggestion to give employees a longer advance notice to register for sessions for the next time.  Cara suggested that Service Excellence be added as a session to promote awareness and to show TCTC examples/case studies for the Fall PD day.  Cara will reach out to guest speakers (Lisa or Jeff) and work on the content of the proposed session.  Lauren stated LC101 has about one month left as teams work on projects. She also reported that training for supervisors is being planned and on track and an Adjunct PD day is being planned for Saturday, August 13.  Scott requested time to speak at the Adjunct PD and Cara suggested Jonathan Finch should be asked to also speak to this group.  Richard requested the CCE group be included in this group.  Lauren stated she will take all of these suggestions back to Lisa and report back to the group.
Recognition: Sharetta reported her group is waiting on the recognition cards to be put into place and will be discussing starting Random acts of kindness using no budget at the next meeting.
Measurement: Scott reported that the secret shopper program has decided to use work-study students in real situations to gather data across campus. If needed they will also use student government and ambassador students. Plans are to meet with students in April to show them the purpose and how to complete the audit form.  The goal to gather data and share information with supervisors for improving service excellence was reiterated.  Richard reminded the group this feedback was subjective. The customer service improvement as a whole should be evaluated as a learning opportunity (not the processes). The questions should be carefully asked for specific data answers.  Hopes are that managers will collectively talk to their teams and collaborative improvements will take place. Secondly, Scott reported the method for collecting more qualitative data in an informal way by identifying touch points from divisions across campus. This group has face time within all divisions and question development along with a coding process will be developed. Thirdly, Scott asked for help with the process and best way to assess overall service of communication.  He asked if the college had a Standard Service Level Agreement or best practice in place for all divisions regarding customer service communication. He expressed concern on how to assess communication and asked for recommendations. It was suggested to have this included in supervisor training and to have a SLA facilitator guide be developed for each area after assessing students’ needs.  This guide could be developed during area staff meetings (not to be turned in, but created to better provide better service). Having a student’s point of view should be included.  The communication sessions during PD day covered this topic and may need to be needed repeated and be more specific to the needs of specific groups. 
Service Obstacle System- Richard reported the LEAN classes have started and have been scheduled on Mondays and Fridays.  He stated he had viewed Clemson’s LEAN program which was based on a tiered system of commitment. He may ask their lead to come to one of our SET meetings.  He has not been able to get to Piedmont Tech to visit to date.  He reminded the group of the LEAN’s goal and how using the learned tools can benefit the processes used in Higher Education. 
Management Accountability: Cara reported that CCE has 4 three-hour service training courses:  Reaching for Stellar Service, Caring for Customers, Healing Customer Relationships, and Dazzling Your Customers.  These courses are taught by internal people and could be offered to TCTC employees.  Cara asked the group’s opinion on the benefit/value of having persons from each division complete one or more of the courses giving a three hour commitment and how do we select those to participate. Discussion on cost, value and how to fill the cohort followed.  It was suggested that each division could identify staff members that could represent and/or benefit from the training. Cara suggested a pilot group be selected and then assessed after participating. Support of class time for participants was discussed and the suggestion of a PD day or the workday when final grades were due in July/August was mentioned.  Cara will take this before Executive Staff to determine their support.  She will also discuss SET as a standing committee with Executive Staff. Cara mentioned she was looking at “Go to Knowledge” by Innovated Educators training webinar sessions as something beneficial to employees for the cost.  The 2-4 hour sessions, covering 6 areas (Student Success, Teaching and Learning, Organizational Development, Campus Safety, At-risk populations, and Technology) include over 100 on-demand trainings, available 24/7 for $3600.  Institutional-wide access would be available.  Discussion on the content and value took place. Cara suggested we pilot this for a year to see if there is enough interest. Scott questioned how we would assess the impact/value.  The idea of having a few experts from different areas review the content and format of some sessions was suggested. Cara stated she has had many requests for trainings and will further research this as an option before moving forward.  
Academic – Member At Large:

 Wrap Up:

Scott brought to the group that our present service hours don’t match the needs of our students. He suggested the idea of possibly offering evening or Saturday hours for better customer service. Our service hours don’t match students’ needs.  Discussion on justifying the cost benefit took place.  Cara mentioned she was working with an organization called Greenwood Hall to be trained to answer calls/questions and man phones after hours. This would be like our call center, transparent to the student.  Cara will be doing more research on this project as a way to improve customer service after hours.

 

                Review Next Steps for each SET:

                Confirm Next meeting – Friday, April 8^th at 10:00am in RH 245

Service Excellence Team 2-12-2016

SERVICE EXCELLENCE TEAM
 
Meeting Minutes
Date: February 12, 2016

Opening

The regular meeting of the SET was held in CD-142 on Friday, February 12, 2016. The meeting was called to order by Cara Hamilton at 10:00 a.m.

Present

Cara Hamilton, Sharetta Bufford, Jessica Raymond (for Gayle Arries), Scott Jaeschke, Lynn Lewis, Lisa Anderson, and Roberta Sitton (for Kathy Brand)

Absent:  Richard Parker

Celebrations:

·         Cara gave an update on the Call Center. Just under 50 volunteers worked from one to seven shifts. As we continue to train (and to fine-tune training), we will continue to get better and better.

·         Sharetta added that the Call Center works better using employee volunteers than it did with temps, because temps didn’t know all the answers to questions or know other employees in the room. Call Center volunteers now are able to ask for help from other subject experts on duty in the room.

·         Cara showed an example of the “popcorn pack” thank-you that she and Cathy Cole presented to Call Center volunteers.

·         Sharetta shared that she had received a thank you gift from a student who said, “If it had not been for you helping me, I would not be going to this school.”

·         Scott Jaeschke praised the support team who helped with his Saturday student event; specifically, Jeanne Otey, Matt Edwards, Jason Hart, Nathan Geary (from IT), and Lou Moritz.

·         Scott was part of the Learning Assessment Team who attended an event in Greenville with other technical schools; Scott said he was proud of Tri-County because the TCTC team was “more prepared, and it was obvious.”

·         Lisa Anderson praised Pam McWhorter (IT) who has been working closely with her on ACA forms.

·         Lynn Lewis was encouraged to notice an instructor intentionally interacting with a student about her ill grandfather, and noted “interaction makes people feel someone cares.”

Review Decision & Action Tracking from last meeting:

Action items were reviewed and updated from the last meeting (see tracking chart below).

Update for Sub teams:

·         Cara thinks the SET should be a standing committee (for continuity and transition) instead of a project charter. She will go back to Executive Staff with the standing committee designation. A continuity and transition plan is still needed.

·         Cara talked with David Kreft about the Call Center not being cleaned.

·         Scott has recruited Emily Danuser and K. C. Bryson as part of the Measurement Team.

·         Jessica brought pictures of employee apparel options (styles and colors) for Tri-Day wear. Cara said the idea was that each department would pay for the first item of clothing for each employee; thereafter, employees could order additional pieces online, and that possibly a small inventory would be kept in the Campus Store. The team agreed that the selection should be narrowed to a couple of color choices, e.g. red with black logo or black with white logo.

Next steps: Jessica will ask Crowe to send samples of each color and type and ask whether a quantity discount would apply.

·         The Recognition subcommittee showed samples of a “thank you” post card and a folded/envelope card.  Denise Hall quoted a price of $.12/page to print, with either two or four forms printed on each page. Envelope cost is $50.31/1000. Extra stock might be kept in the Campus Store or President’s office. Jessica also showed a translucent envelope sample that would be more expensive. Cara stated this is a relatively small investment to recognize people and say “thank you”. Cara and Jessica will talk further about shirts and cards and try to make a decision on each.

·         Lisa Anderson reported that LC101 is now up for faculty and staff with about 25 people in the first group. The class has provided useful materials and additional workshops for participants, e.g. MBS. Individualized Development Plans are being developed for each participant. Lisa stated the IDP shows employees we care and want them to be successful.

Lisa says there is a plan to also develop IDPs for current employees, and training is being scheduled for supervisors. Cara said a lot of time has been put into this, but emphasized importance of investment for talent management. “We will reap benefits in employee satisfaction and performance.” Lisa Garrett will put something in the new Connection about LC101.

·         Lisa reported that HIPs courses are being developed for staff; also that she is on a team to plan a professional development day for adjuncts. 

·         A competency “dictionary” is being developed at the State level and once approved, it will be introduced at TCTC.

·         On Professional Development Day (March 1^st), Ken Kopera will provide an update on the SSC plan, to be followed by two concurrent sessions and lunch. The afternoon is reserved for Divisions/departments to do training or team-building exercises.

·         Sharetta met with Lisa Anderson about what can and cannot be done regarding recognition for employees. The procedure states funds are available when employees leave the College as follows: 1-5 years = $25, 6-10 years = $35, more than 10 years = $50, but apparently the procedure is not always followed. Sharetta inquired if the College or Foundation had budget that could be used for recognition purposes; Cara stated we must stay consistent with what the procedure says and suggested Sharetta’s team try to determine why the procedure is not being consistently applied.

·         Sharetta is also continuing to work with Lisa to find an HR resource to do supervisor training.

·         Scott asked what measurement needs his team can start working on now. Cara suggested, for example, “How long do people wait in line?” or “How often do we solve problems the first time?” Scott feels some people experience survey fatigue, so he is less inclined to go with a survey. Cara suggested a “Secret Shopper” to listen and observe different processes. Sharetta related a personal incident of being recognized for “passing” a Secret Shopper test. Cara stated the “heart and soul” of a Secret Shopper operation is continuous improvement. Scott suggested asking key folks “What are you hearing about what’s going on? What’s the word on the street? What’s working and what’s not? Is there a disconnect between policies and how they are perceived?” The goal of measurement should be more than communicating results; it should also address issues that arise. Scott will get measurements, look at the process of a Secret Shopper, and look at a model (or college) that can provide information.

·         Richard Parker provided the following report-out to Cara: Commitment to excellence – what processes are stopping us from being good? He had a meeting on January 28; approximately 20 (out of possible 35) positions have been filled. The team will train folks on LEAN in Higher Education, then break out into smaller teams to go out and implement LEAN practices. Sessions will be held on Monday and Friday afternoons, and there will be 11-12 sessions.

·         Lynn Lewis presented to the LC101 group on January 4^th. She had them spend 15 minutes on campus looking through a student’s lens and bring back positives and negatives that they observed.

·         Sharetta shared that the Recognition Committee is going to do random acts of kindness.

Academic Leadership Team 9-13-16

Academic Leadership Team
September 13, 2016
1:00 pm
Ruby Hicks Hall, Room 248

Members Present:     Gayle Arries, Tiffany Blackwell, Jackie Blakley, Rick Cothran, Jenni Creamer, Matt Edwards, Stacey Frank, Adam Ghiloni, Scott Harvey, Glenn Hellenga, Linda Jameison, Lynn Lewis, Chris Marino, Crystal McLaughlin, Hap Wheeler, Tracey Williams
Members Absent:      Tim Bowen, Mark Dougherty, Penny Edwards, Sarah Shumpert, Brian Swords
Other Attendees:      
Length of Meeting:    1.50 hours

 Hap Wheeler moved to approve the August 23, 2016 meeting minutes as presented.  Linda Jameison seconded the motion.  The motion passed.

The Project Team Leaders were identified:
Framework for Assessing Delivery Mode – Keri Catalfomo
Diversity and Inclusion – Tim Jared
Student Characteristics – Margaret Burdette
Proactive Advising – Crystal McLaughlin
Classroom Design Standards – TBD

 Chris Marino led an activity to review the CCSSE results with the project teams.  Chris noted that the group will review the Executive Summary and pointed out that the survey contains a good bit of institutional data.  Two of the five benchmarks are incorporated into the QEP. 

 After the group read the document, they reviewed the benchmarks and, with the survey’s use over time, discussed the longitudinal and point in time value. 

Chris led the project teams through a reflection activity.  He asked the groups to review the data through the lens of the project and to note things that standout to them that may tell a story about why our benchmarks are different. 

During the groups’ reports, Chris asked them to consider:

·        What results were in line with the facts that you already knew?

·        What were a couple of overall observations/insights about the data that most stood out to you?

·        In thinking about your strategic initiative project, what areas need a “deeper dive” into the more detailed data?

During the debrief, the group discussed the disconnects and touched on possible reasons:

·        Delivery options

·        Effort, challenge, support for students

·        Wording of the questions.

·        Sample size

·        Societal expectations – all medium colleges decreased

·        Consider our special populations – Bridge respondents/a young campus

·        The benefits of our support systems have not had time to take effect.

In closing, Chris encouraged the group to start the practice of reviewing the data for a starting point, and to use the survey results to inform their project teams.

With no further business, the meeting was adjourned.

Recorded By:             Anne Bryan

Next Meeting:           Tuesday, September 27, at 1:00, in RH 248

Academic Leadership Team 8-23-16

Academic Leadership Team
August 23, 2016
1:00 pm
Ruby Hicks Hall, Room 248
Members Present:     Gayle Arries, Tiffany Blackwell, Jackie Blakley, Tim Bowen, Rick Cothran, Jenni Creamer, Mark Dougherty, Matt Edwards, Penny Edwards, Stacey Frank, Adam Ghiloni, Glenn Hellenga, Linda Jameison, Chris Marino, Crystal McLaughlin, Sarah Shumpert, Brian Swords, Hap Wheeler, Tracey Williams
Members Absent:      Scott Harvey, Lynn Lewis
Other Attendees:       Michelle Jacobson
Length of Meeting:    1.50 hours
The minutes of the July 26, 2016 meeting were approved as presented.

 Michelle Jacobson reported on EdManage, our new default prevention program.  As a part of the South Carolina Student Loan Corporation, EdManage provides free service to our students, including loan counseling after graduation that Tri-County cannot provide due to staffing issues.  Michelle noted that EdMange will consider each student’s situation and offer options that are in his/her best interest.  In addition, EdManage has a financial literacy piece that Michelle will use to help our current students.

 She also distributed and discussed EdManage, Cumulative CDR% by Month in Cohort, and noted that our default rate continues to decrease.  Michelle pointed out that the last institution the student attends has the debt, and noted that we are doing everything we can on the front end to help with student debt.

 Michelle is teaching a COL 105 Financial Literacy themed community, and will be happy to present to any other classes.  The Leading EDGE presentations address financial literacy, in addition to other topics, and the group was asked to encourage students to attend these presentations.

 The group reviewed the proposed project teams and the group leaders discussed how they matched the necessary roles with individuals.  The issue of several people being on multiple teams was resolved, and teams were revised based on discussions.  The following observations came from this discussion:

·        Not the typical team composition.

·        Have community campus representation on Room Design and Student Characteristics teams.

·        Corporate & Community Education reps?

·        Since these teams are not based on division representation, the members of the ALT must communicate.

·        The college has not employed teams at this level before, so working in these teams will be very different.

Galen announced that project board and project team training will take place mid-September.  Each team will have a pre and post assessment as part of the training.

ACTION ITEM:  Each board will finalize its team and identify the team leader.  The team will hold its initial meeting to review the project charter. 
Announcements:
Sarah:

The QEP and Focused Report were mailed to the off-site team today.

Galen:

The on-site team chair, Dr. Ingram, will be on campus on Wednesday morning for a preliminary visit.

Linda:

The catalog should be published online today.  The hard copy is being printed in-house today.

Matt:

IT has noticed a sharp increase in “spear phishing” attacks and asked the group to be aware of this and to communicate this to the rest of the campus. 

With no further business, the meeting was adjourned.

Recorded By:             Anne Bryan

Next Meeting:           Tuesday, September 13, at 1:00, in RH 248

Academic Leadership Team 7-26-16

Academic Leadership Team

July 26, 2016
1:00 pm
Ruby Hicks Hall, Room 248
Members Present:     Doug Allen, Gayle Arries, Tiffany Blackwell, Jackie Blakley, Jenni Creamer, Mark Dougherty, Matt Edwards, Penny Edwards, Adam Ghiloni, Scott Harvey, Linda Jameison, Lynn Lewis, Chris Marino, Crystal McLaughlin, Brian Swords, Hap Wheeler, Tracey Williams
Members Absent:      Tim Bowen, Rick Cothran, Stacey Franks, Glenn Hellenga, Sarah Shumpert
Other Attendees:     
Length of Meeting:   1.50 hours

The minutes of the June 28, 2016 meeting were approved as presented.

Scott Harvey distributed and discussed the Spring 2017 Enrollment and Academic Calendars.  The group suggested the following revisions:
Enrollment Calendar:

·         Change to Financial Aid Priority Processing Date.

·         Change to Residency Priority Processing Date.

·         Under December 20, remove the reference to “Compass.” To be consistent,  Gayle Arries will send Scott the wording that Marketing has been using.

·         Add the “College Closed” dates.

·         Add a description of “Drop” and “Withdraw” and a reference to the policy.

Academic Calendar:

·         At the top, include the wording that the dates include exams.

·         On all Friday deadlines, note 2:00pm.

·         Replace “Incomplete Grades” with “Incomplete Work Due.”

·         May want to consider a glossary of terms.

 After these changes are made, the calendar will be published.

Mark Dougherty distributed and discussed the Death of a Student Policy and Procedure.  The policy had no changes. 

The group suggested the following revisions to the procedure:

·         Page 2, # 6, add Marketing and Financial Aid to the list of offices.

·         Page 2, #8, deleted that paragraph.

·         Page 3, *, delete that notation.

Much discussion took place on how Corporate and Community Education students were included in this procedure.  With this issue unresolved, the procedure was withdrawn.  It will be reviewed and revised and will come before the Academic Leadership Team at a later meeting.

At this point, Galen welcomed Penny Edwards to the group.  Penny has been named to the AACC Faculty Council.  Penny will join different college groups and committees to see if they help with her work with AACC.

Copies of the Project Charter Team Interest Forms and an overview were distributed.  The project board members will review the forms and send forward a recommended team of around 7 members.  The proposed teams should be sent to Anne by August 5.  Things to consider when reviewing the forms

·         Evaluate as it relates to that project.

·         Considerations if it is a brand new employee.

·         Are there any missing pieces.  Do others need to be tapped?

·         Adjunct and part-time employees:  the length of the project (typically a year) and the hours involved would most likely prohibit these employees from participating.

Announcements:

Jenni Creamer

·         Enrollment is tracking where we want to be.

·         Distributed a list of the orientation sessions for the week of 8/8/16 and the morning and afternoon schedules.

·         These sessions will not compromise the orientation outcomes.

·         We are using Success Coaches and will not ask faculty to advise during that week.

·         Very intentional due to our resources.

·         Still developing a way to handle overrides during that week.

Scott Harvey:

·         Noted an ISIS report that shows the number paid.  This information may help with capacity issues.  It was noted that many of our students wait until the last day to pay their tuition.

·         The TCTC diploma has been re-designed.  It has a cleaner look, and the language is consistent with the language for degrees and certificates.

·         On August 4, the Vice President of Astra will be on campus to demonstrate that product.  Astra is a master scheduling software.  All are invited to attend the presentation.

Gayle Arries:

·         Invited the group to an update on the 4CAbles Future camp on July 29, at 9:00, in RH 248

·         Noted that we are trying to put a positive spin on this fall’s parking challenges.     

o   Safety signs will be all over campus.

o   “Lot Full” signs will be posted.

o   The black fences around the construction site will be covered with banners about parking.

o   A direct mailer to students with parking information.

·         It was suggested that we include parking information in the orientation sessions.

Chris Marino:

·         After the program evaluation was completed, Tri-County placed 88.5% of its graduates, and had no programs on probation, suspension, or cancellation. 

With no further business, the meeting was adjourned.

Recorded By:             Anne Bryan

Next Meeting:            Tuesday, August 23, at 1:00, in RH 248