admissions inside & out tools for continuous growth

ADMISSIONS INSIDE & OUTTools for Continuous Growth

Presented by: Khaleah Bradshaw, Admissions Supervisor & Michelle Taylor, Associate DirectorCSU-Dominguez HillsTuesday: April 16, 2013, 1pmSession ID T3.1570

AACRAO San Francisco 2013 Session ID: T3.1570

Introduction• 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.


CSU Dominguez Hills…

• 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


Leadership Admissions: 13 Full-Time & 2 Student Employees


LeadershipCommunication, Communication, Communication … empowers staff

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

Leadership … Reports Fname

Admit term

Acad Career Academic Plan

Prog Action

Action Reason Action date

Student gp1

Hailey 2128 UGRD Nursing WAIT NOIN 29-Nov-11 NS13

Takreem 2128 PBACMaster of Social Work DENY DENY 1-Aug-12

Desiree 2128 UGRD

Bus Admin:Sports,Ent&Hosp mgt APPL INC 21-Nov-11 T513

Justin 2128 UGRD Psychology APPL INC 9-Nov-11 EO13

John 2128 PBACMaster of Social Work DENY DENY 17-Aug-12

Nkeiruka 2128 PBACNursing:Family Nurse Prac DENY DENY 13-Apr-12

Amaris 2128 UGRDCriminal Justice Admin WAIT NOIN 14-Nov-11 XALC

Ariana 2128 UGRDBiology:Cellular and Molecular ADRV NSHO 25-Sep-12

Brian 2128 UGRD Undeclared APPL INC 29-Nov-11 ATHL

Cindy 2128 UGRD Psychology APPL INC 30-Nov-11

Fall 2013 Freshman Transfer Graduate Total

Applications 15937 11355 2058 29350

ADMT-A 40 20 331 391

ADMT-P 0 247 0 247

ACON-C-I 622 215 0 837

INC-I 5482 1458 608 7548

DENY 925 271 101 1297

DEIN/STRQ-A 33 300 0 333

DEIN/STRQ-C-I 128 588 0 716

COMP-C 1090 887 157 2134

WITHDRAWN 97 211 34 342

Admissions Evaluator Report (live data)All Inclusive Application DataUsed by entire Admissions Staff


Building Bridges … Over 400 hours of instruction

• 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


Inclusive/TransparentNo Hidden Agenda - Trickle Down Effect

• 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


4/16/2013


Proactive Problem SolvingConsistent Policy & Procedure

• 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+)

4/16/2013

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)

4/16/2013


Accountability & Discipline Upward & Downward Communication

• 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

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

4/16/13

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.

4/16/13


Thank You!

Khaleah Bradshaw & Michelle [email protected]

[email protected]@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

mailto:[email protected]



admissions inside & out tools for continuous growth

Documents

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leadership admissions

session title admissions

pmsession id t3

emailsweekly admissions

graduates aacrao san

nsoaacrao san francisco

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