Part 3 - Comprehensive Standards
  

3.3.1.3  The institution identifies expected outcomes, assesses the extent to
which it achieves these outcomes, and provides evidence of
improvement based on analysis of the results in academic and student support services.  (Institutional effectiveness - academic and student support services)

Compliance
Partial Compliance
Non-Compliance

Narrative

Academic and student support units at the University of New Orleans identify expected outcomes, assess the extent to which outcomes are achieved, and provide evidence of improvement based on analysis of the results.  Academic and student support units are distinguished from administrative support units by the primary emphasis on meeting the needs of student stakeholders.  The underlying mission of student support units is to facilitate student success. 

For background information and improvements related to the institutional effectiveness process, please refer to the background section in Comprehensive Standard 3.3.1.2.

Several examples of older institutional effectiveness plans and assessment data are presented to provide context and evidence of mature data. 

Student Health Services

Student Accountability and Advocacy

Identifies Expected Outcomes

Academic and student support units at the University of New Orleans identify expected outcomes.  Table 1 presents a list of academic and student support units with the expected outcomes identified in their 2013-14 institutional effectiveness plans. 

Table 1.  Academic and Student Support Unit Outcomes

Office Unit Outcomes
Student Affairs and Enrollment Management   Outcomes
Career Services   Outcomes
Counseling Services   Outcomes
Disability Services   Outcomes
Enrollment Services  Admissions, Financial Aid, New Student Orientation, First Year Advising, First Year Experience, University Success Outcomes
Learning Resource Center   Outcomes
Student Accountability and Advocacy   Outcomes
Student Health Services   Outcomes
Student Housing   Outcomes
Student Involvement and Leadership   Outcomes
TRIO Project PASS, Access, STETTS, OJETS Outcomes
TRIO Upward Bound Outcomes

 

Assesses the Extent to Which Outcomes are Achieved

Academic and student support units at The University of New Orleans have measures in place to assess the extent to which identified expected outcomes are achieved.  Quantifiable performance targets related to the outcomes and assessment methods are documented as well.  Table 2 presents a list of academic and student support units with the measures and targets identified in their 2013-14 institutional effectiveness plans.

Table 2.  Academic and Student Support Unit Measures and Targets

Office Unit Outcomes
Student Affairs and Enrollment Management   Measures and Targets
Career Services   Measures and Targets
Counseling Services   Measures and Targets
Disability Services   Measures and Targets
Enrollment Services  Admissions, Financial Aid, New Student Orientation, First Year Advising, First Year Experience, University Success Measures and Targets
Learning Resource Center   Measures and Targets
Student Accountability and Advocacy   Measures and Targets
Student Health Services   Measures and Targets
Student Housing   Measures and Targets
Student Involvement and Leadership   Measures and Targets
TRIO Project PASS, Access, STETTS, OJETS Measures and Targets
TRIO Upward Bound Measures and Targets

 

Provides Evidence of Improvement Based on Analysis of Results

Closing the loop is the most important step in the institutional effectiveness cycle – it involves analyzing data and then modifying strategies as needed to better achieve measurable objectives.  Plans and assessments are not judged by whether or not measurable objectives were achieved – but by whether or not a documented effort was made, data analyzed, and appropriate changes made to the strategies in order to better achieve measurable objectives in the future.

Academic and student support units at the University of New Orleans report findings and develop closing the loop action plans based on data collected.  The action plans are designed for continual improvement.  A sample of academic and student support units is presented to demonstrate how improvements are made based on analysis of results.  Of the 11 units underneath the Student Affairs and Enrollment Management umbrella, four units were selected (approximately one third), and two closing the loop examples within each unit’s plan are presented.  Examples from the Office of Student Affairs and Enrollment Management is also included.

Tables 3 through 7 present academic and student support units with expected outcomes, measures, targets, findings, and action plans included in their 2013-14 institutional effectiveness plans.

Table 3.  Student Affairs and Enrollment Management – Sample Findings and Action Plans

Outcome Measure Target Finding Action Plan
Establish a presence in nationally for Student Affairs and Enrollment Management initiatives.

Document the number of publications or presentations submitted

Document the number of publications/presentations accepted

Submit at least three publications per year

At least one publication accepted per year

Three presentations were submitted, in March 2013, to the annual Noel Levitz conference. One submission was accepted for the July 2014 conference.

Continue to strive for at least 3 presentation proposals or publications per year. Try to publish or present at different locations or with different associations than last year for wider awareness.
Enhance staff and faculty awareness of Student Affairs and Enrollment Management data and initiatives Number of presentations provided to staff and faculty At least two presentations per year Two formal presentations were given by Dr. Kemker, VP for Student Affairs and Enrollment Management - 1) October 3, 2013 at the Provost Open Forum and 2) November 7, 2013 at the Student Success Committee Meeting. Multiple informal presentations were given by Dr. Kemker, VP for Student Affairs and Enrollment Management in meetings with colleagues campus-wide. Increase presentations from two to three per year.

 

Table 4.  Counseling Services – Sample Findings and Action Plans

Outcome Measure Target Finding Action Plan
Increase student awareness of services offered through Counseling Services.

Number of informational and outreach events implemented.

Implement a minimum of 14 psychoeducational workshops and 2 mental health screenings each year.

During the 2013-2014 academic year, Counseling Services presented a total of 33 psychoeducational workshops and 3 mental health screenings to the UNO community. These workshops and screenings resulted in 1064 individual contacts with UNO students, faculty and staff. Additionally, Counseling Services offered 15 psychoeducational classroom presentations, 7 psychoeducational information tables, 2 open house information tables, 13 orientation presentations, 12 RA trainings, 7 stress management relaxation sessions and 3 other general information presentations. In total, Counseling Services offered 95 psychoeducational outreach events making 5551 contacts this year.

Psychoeducational outreach is an important means by which Counseling Services attempts to increase awareness of services offered and supports the overall mission of the university. Counseling Services offers a variety of workshops open to the UNO community each regular semester. Participation in these events is voluntary and attendance is inconsistent. In addition to these workshops, Counseling Services conducts workshops and classroom presentations by request. Counseling Services had an unusually large number of requests for workshops and classroom presentations in the past year and we were able to accommodate most of these requests; however, the number of requests received varies each semester as does staff availability to accommodate requests. While this objective was met and exceeded, the objective remains relevant as currently stated especially insofar as Counseling Services lost two staff positions in February 2014 to layoffs, namely, the Coordinator of Outreach and the Administrative Assistant, the latter of which requires professional staff to provide reception coverage 30 hours per week. The result is a 70 hour/week reduction in availability of professional staff to coordinate, develop and conduct outreach and provide direct clinical services. Maintain the current objective relative to psychoeducational outreach.
Increase faculty/staff awareness of services offered through Counseling Services including consultation.

Number of informational and outreach events implemented.

Implement a minimum of 2 faculty/staff informational outreach presentations each year. Counseling Services offered 3 outreach presentations specifically for UNO faculty and staff; however, 2 events were cancelled due to lack of participation. Insofar as many Counseling Services outreach events are open to faculty and staff, this goal is considered partially met. It should be noted, however, that Counseling Services provided 12 RA training sessions and additional psychoeducational workshops to student workers in units with frequent interaction with students. Increasing faculty/staff awareness and understanding of services offered by Counseling Services is an important objective. Insofar as Counseling Services does not have regularly scheduled opportunities to meet with faculty and staff, we periodically offer informational presentations which are not generally well-attended. Apart from this, we rely on requests to speak to these groups but rarely receive such requests. Insofar as this objective was only partially met, this objective remains relevant and additional efforts to increase awareness of our services is warranted including through the distribution of informational materials to faculty and staff. Targeted outreach to faculty and staff through distribution of informational materials and requests to provide brief presentations at faculty meetings. 

 

Table 5.  Enrollment Services: First Year Advising – Sample Findings and Action Plans

Outcome Measure Target Finding Action Plan
Schedule and/or advise first year population prior to close of current semester.

Track and compare appointments with targeted group.

90-100% of population will be advised or scheduled for advising prior to close of current semester. Time Frame: Verify results at the close of each semester.

Use SignUpGenius.com to schedule student appointments. Advisors' individual links are sent to the students on their "Alpha Team," encouraging that students sign up for an advising appointment. Sent initial emails to students on October 9th to introduce FYA. Sent a specific email to those with priority registration (Student Support Services, Honors, Athletes) on October 9th. Priority advising began October 23rd with an email to those without priority registration that week as well. By November 18th, FYA had: ◦Advised 541 students ◦Scheduled appointments with another 281 before Dec. 11th. ◦By the first week of registration, FYA had scheduled 91% of our targeted group By January 2014, FYA submitted 1002 advising forms ◦969 Students have been advised ◦All for students advised for the Spring 2014 semester ◦Mainly Fall 2013 admits; some Spring 2014 admits Altogether, FYA was given 1023 students to advise ◦We have advised 95% of our students

With successfully advising 95% of the targeted population in Fall 2013, FYA will continue to develop outreach measures to encourage that other 5% to get advised. Using tactics such as "call-outs" to students who either didn't come in for advising or schedule classes for the following semester, FYA found that most students were not returning to UNO, often because of reasons like transferring to another school. Will maintain records of which students come in for advising appointments, which students miss appointments, and those students who never sign up for appointments We will keep track of the outreach measures taken to contact students and encourage them to come in for advising.
First-year students will be satisfied with their advising experience at the end of their first-year. Implement a satisfaction survey that will be sent to students after their advising appointment (within the advising form that gets sent to the students). A baseline will be developed with at least 75% student satisfaction. Time Frame - Verify results each semester. FYA created an Advising Satisfaction Survey that is sent to students after their advising appointments. Following are some reports from the survey ◦93% learned everything they wanted to ◦92% said advisor provided them with tools and resources ◦89% felt the advisor was prepared for the appointment ◦97% felt welcome at their appointment ◦93% said advising session met expectations ◦“She did a really great job. And when she didn't know the answer, she knew of who to call to find out.” ◦“It was great. I wasn't afraid or nervous after she started speaking.” ◦“She was very polite, and answered all of my questions. She actually went out of her way to answer a very specific question of mine regarding a double major. I loved my advising session and am very pleased.” ◦“It was nice and comfortable. My advisor was welcoming and polite. She was informative and answered all of my questions.” ◦“My advisor was very friendly and willing to answer any question I asked to the best of her ability.” FYA will continue to send out the Advising Satisfaction Survey to collect information from our students. We will then take this data to see where we will make improvements. From this cycle of survey results we will: Be more prepared for advising appointments. Recommend to students ways in which they can prepare for their advising appointments. Have more resources readily available for students when they come in for advising.

 

Table 6.  Student Health Services – Sample Findings and Action Plans

Outcome Measure Target Finding Action Plan
Maintain and monitor quality of services provided by seeking feedback from clinic visits and outreach participants.

Self reported satisfaction provided as indicated on Patient Feedback Surveys

80% of clinic patient respondents will rate their overall health experience at Student Health Services at an "A" or "B" on a 5 Letter Grading Scale (A = "Very Satisfied" and F = "very dissatisfied").

84% of the students who responded to the Patient Survey provided an "A" or "B" level of satisfaction with their overall health experience in the Student Health Services Clinic.

As of right now, the Student Health Services Clinic uses a Scantron assessment survey with very few students participating in the survey. We will create a new survey with Qualtrix and email it out to patients within 24-48 hours of their visit to Student Health Services.  Create the qualtrix survey. Establish protocol in sending out the survey. Go through a qualtrix training/overview with Student Health Services staff. Review the procedure with the front clinic front office staff. The Quality Assurance Nurse collects the data and forms reports for the Director.
Increase student awareness of services offered through Student Health Services. Number of marketing initiatives completed. Completion of the new Student Health Services brochure. Launch a social media platform by establishing a Student Health Services Facebook acct Under the advisement of the VP of Student Affairs and Enrollment Management, for monetary reasons we did not move forward with the brochure due to possibility of outsourcing Student Health Services. Student Health Services Facebook account was established. Contact Marketing and Communications regarding the Student Health Services brochure so that the documents lines up with current university branding. Reach out to Student Involvement and Leadership as well as other student centered offices to have them share our Facebook posts to maximize number of students contacted. Money will need to allocated from the current Student Health Services budget for Brochure printing.

 

Table 7.  Student Housing– Sample Findings and Action Plans

Outcome Measure Target Finding Action Plan
Increase student resident participation in resident assistant programs.

Analysis of participation data.

20% increase in participation over 2011-2012. 

Student participation in programming increased 22% over the 2011-12 time period. Students attending programs were required to sign attendance sheets. These students were also surveyed via email after the completion of the program. 

Partner with strategic groups within the university as well as Privateer Place when planning and implementing programs for the student resident population.
Develop new services to enhance the resident's experience in the residence facility. Measured by the timeliness of installation of services. Installation of ATM machine and WiFi in residence facility by Fall 2013 The UNO Federal Credit union installed an ATM machine in the front entrance of Pontchartrain Hall North for the benefit of the student resident as well as the UNO community. This was installed and operational before the start of the Fall 2013 semester. The University Computer Center installed Wi-Fi in Pontchartrain Hall North and South and Lafitte Village in the spring and summer of 2013. WiFi became operational in August 2013 at the beginning of the semester. Student Housing will bid out all inclusive laundry services for the residents living in Pontchartrain Halls and Lafitte Village. The coin operational machines will be replaced with energy efficient washers and dryers that are not coin or swipe card operational. The student will not be required to buy these services at the time of use. This option will enhance the ability to do their laundry in a more efficient manner while eliminating the need to purchase change to operate the machines.

Supporting Documents

Document Description
Document IconAssessment_Student_Accountability_Advocacy_201011Assessment_Student_Accountability_Advocacy_201011
Document IconAssessment_Student_Health_Services_201011Assessment_Student_Health_Services_201011
Document IconIE_Plan_Evaluation_Rubric_Service_Unit_201314Institutional Effectiveness Plan Evaluation Rubric Administrative Support Units
Document IconIE_Plan_Student_Accountability_Advocacy_201011IE_Plan_Student_Accountability_Advocacy_201011
Document IconIE_Plan_Student_AccountabilityAdvocacy_201112IE_Plan_Student_AccountabilityAdvocacy_201112
Document IconIE_Plan_Student_Health_Services_201011IE_Plan_Student_Health_Services_201011
Document IconIE_Plan_Student_Health_Services_201112IE_Plan_Student_Health_Services_201112
Document IconIE_Plan_Template_Service_Unit_201314Institutional Effectiveness Plan Templates: Administrative Support Units
Document IconMT_Career_Services_201314Measures and Targets: Career Services
Document IconMT_Counseling_Services_201314Measures and Targets: Counseling Services
Document IconMT_Disability_Services_201314Measures and Targets: Disability Services
Document IconMT_Enrollment_Services_201314Measures and Targets: Enrollment Services
Document IconMT_LRC_201314Measures and Targets: Learning Resources Center
Document IconMT_SAEM_201314Measures and Targets: Student Affairs and Enrollment Management
Document IconMT_SIL_201314Measures and Targets: Student Involvement and Leadership
Document IconMT_Student_AA_201314Measures and Targets: Student Accountability and Advocacy
Document IconMT_Student_Health_Services_201314Measures and Targets: Student Health Services
Document IconMT_Student_Housing_201314Measures and Targets: Student Housing
Document IconMT_TRIO_PASS_201314Measures and Targets: TRIO - Project PASS, Access, STETTS, OJETS
Document IconMT_TRIO_Upward_Bound_201314Measures and Targets: TRIO - Upward Bound STETTS, OJETS
Document IconOutcomes_Career_Services_201314Expected Outcomes: Career Services
Document IconOutcomes_Counseling_Services_201314Expected Outcomes: Counseling Services
Document IconOutcomes_Disability_Services_201314Expected Outcomes: Disability Services
Document IconOutcomes_Enrollment_Services_201314Expected Outcomes: Enrollment Services
Document IconOutcomes_LRC_201314Expected Outcomes: Learning Resources Center
Document IconOutcomes_SAEM_201314Expected Outcomes: Student Affairs and Enrollment Management
Document IconOutcomes_SIL_201314Expected Outcomes: Student Involvement and Leadership
Document IconOutcomes_Student_AA_201314Expected Outcomes: Student Accountability and Advocacy
Document IconOutcomes_Student_Housing_201314Expected Outcomes: Student Housing
Document IconOutcomes_TRIO_PASS_201314Expected Outcomes: TRIO - Project PASS, Access, STETTS, OJETS
Document IconOutcomes_TRIO_Upward_BoundExpected Outcomes: TRIO - Upward Bound STETTS, OJETS
Document IconUNO_IE_HandbookUNO Institutional Effectiveness Handbook
Document IconUNO_IE_WebsiteUNO Institutional Effectiveness Website
Document IconWEAVE_BrochureWEAVE brochure