Presentation Title AWS
Ask Them and They Will Tell You . . . Establishing a Student Advisory Board Karen Schultz, University Registrar Anna Griswold, Executive Director for Student Aid Penn State University AACRAO, April 2012
Penn State – A Few Facts
Founded 1855 Public institution, state-related 24 campuses + online World Campus Undergraduate, graduate, law and medical Fall 2011 enrollment: 96,519 160+ majors
A Student Centered University How three offices came together to better serve our students.
Office of the University Registrar
39 employees Reports to the Vice President and Dean for Undergraduate Education Responsible for all typical Registrar functions (registration, scheduling, grade reporting, transcripts, graduation, enrollment and degree verifications, degree audit, etc.)
Office of Student Aid
61 employees Reports to the Vice President and Dean for Undergraduate Education Responsible for all typical Financial Aid functions (administer all student aid funding and scholarships, determine student eligibility, award funds, regulatory compliance, reporting, etc.)
Office of the Bursar
45 employees Reports to the Corporate Controller Responsible for all typical Bursar functions (student billing of tuition, fees, room and board; aid disbursement; tuition adjustment for drop/add and withdrawals; residency appeals; etc.)
Three Offices Serving Students
Located in same building
Shields Building in northeast corner of campus Bursar and Registrar on first floor, share lobby Student Aid on third floor
How Do Students See Us?
Students do not see three separate offices Students see overlapping processes
Where Services Intersect
eLion . . . . Penn State’s “Virtual One-Stop”
Vast majority of services offered online through eLion eLion provides services for students, faculty, advisers, parents 60+ functions for students Seamless integration of services
eLion Governance
Senior administrators from offices offering services: • • • • •
Registrar Bursar Student Aid Undergraduate Education Division of Undergraduate Studies (advising)
Technology support: • Information Technology Services
No student representation
Attempts to Reach Out to Students
Student focus groups Student members of design teams Student representatives on University committees (Faculty Senate, University Advising Council) Occasional meetings with student government Comment cards, online feedback mechanisms
We Are…….. …. committed to the goal of a student- centered university …. interested in improving service to students …. in search of student input
Formation of a Student Advisory Board
Initial thought was a student advisory group for the Registrar Students suggested a broader focus The three offices established the board Collaboration with student leaders on purpose and membership
Goal of the Advisory Board
Allow the offices to share information with students and to collect feedback from them on the services, procedures, and systems provided by the offices Board to serve in advisory capacity and not policy setting
Membership
3 Administrators, one each from Bursar, Registrar and Student Aid Offices 8 student representatives • • • •
3 3 1 1
from from from from
University Park Commonwealth Campuses Adult Learners Graduate Students
Sustaining the Board
Advisory Board chair rotates annually among the three offices One administrative support staff assists in management of the meeting, recording minutes The student organizations have a formalized process for appointing representatives to the Board each year
Meetings
Twice each semester Convenient to the student members’ schedules
Flexible; members can attend via conference call when needed.
Agendas
Agenda is initiated by the chair Students submit topics and bring issues from their constituent groups The three offices present topics that include updates, follow-up on prior meeting items, solicit input on new ideas
Discussions and Actions
Each agenda includes time for open discussion Suggestions are followed up on prior to next meeting Issues/ideas outside the purview of the board are passed on to appropriate offices
Success!
Initial set-up took time • Developing charge • Recruiting members • Template for taking minutes • Developing agendas • Scheduling meetings
Now have a model to use going forward
Student Reaction
Students pleased with our efforts Appreciate being asked for their opinions Appreciate being able to influence decisions and priorities View offices as advocates
Student Comments " . . . being on the board allows me to adequately represent the students . . . As we know, financial aid is a big issue for many students and the information and knowledge I receive from the board helps me educate my peers."
Student Comments “. . . the opportunity to serve on a board like this one has been an educational and positive experience. Knowing that students can express their opinions about issues concerning Financial Aid, the Bursar, and the Registrar makes me realize that being a representative of the student body is not only beneficial for me but all other students at Penn State."
Student Comments “The Shields Resources Advisory Board provides a unique experience for students, and their peers, to offer direct feedback to administrators in charge of online materials that directly impact students every day. The conversation, both suggestions for improvement and explanations for operations, were helpful in educating students and administrators alike. The ability to offer direct feedback gives students the perfect conduit for affecting positive change, as witnessed by the improved schedule of courses website.”
Success . . . Board has positive reputation Quote in student newspaper, The Daily Collegian, in October 2010: “Raouda said students have had a platform to voice their opinion . . . in the Shields Advisory Board (SAB).”
. . . and Results
Many suggestions from board have been implemented Others are in progress
Looking Ahead
We will never exhaust topics of interest and concern to students Students’ needs change Penn State evolves Technology changes Student expectations continue to grow
Future Considerations
Expand membership to bring other constituent groups to the board • But keep size of the board fairly small
Continue to be flexible, make changes as needed to keep the board viable and productive
Questions?
Penn State – A Few Facts
Founded 1855 Public institution, state-related 24 campuses + online World Campus Undergraduate, graduate, law and medical Fall 2011 enrollment: 96,519 160+ majors
A Student Centered University How three offices came together to better serve our students.
Office of the University Registrar
39 employees Reports to the Vice President and Dean for Undergraduate Education Responsible for all typical Registrar functions (registration, scheduling, grade reporting, transcripts, graduation, enrollment and degree verifications, degree audit, etc.)
Office of Student Aid
61 employees Reports to the Vice President and Dean for Undergraduate Education Responsible for all typical Financial Aid functions (administer all student aid funding and scholarships, determine student eligibility, award funds, regulatory compliance, reporting, etc.)
Office of the Bursar
45 employees Reports to the Corporate Controller Responsible for all typical Bursar functions (student billing of tuition, fees, room and board; aid disbursement; tuition adjustment for drop/add and withdrawals; residency appeals; etc.)
Three Offices Serving Students
Located in same building
Shields Building in northeast corner of campus Bursar and Registrar on first floor, share lobby Student Aid on third floor
How Do Students See Us?
Students do not see three separate offices Students see overlapping processes
Where Services Intersect
eLion . . . . Penn State’s “Virtual One-Stop”
Vast majority of services offered online through eLion eLion provides services for students, faculty, advisers, parents 60+ functions for students Seamless integration of services
eLion Governance
Senior administrators from offices offering services: • • • • •
Registrar Bursar Student Aid Undergraduate Education Division of Undergraduate Studies (advising)
Technology support: • Information Technology Services
No student representation
Attempts to Reach Out to Students
Student focus groups Student members of design teams Student representatives on University committees (Faculty Senate, University Advising Council) Occasional meetings with student government Comment cards, online feedback mechanisms
We Are…….. …. committed to the goal of a student- centered university …. interested in improving service to students …. in search of student input
Formation of a Student Advisory Board
Initial thought was a student advisory group for the Registrar Students suggested a broader focus The three offices established the board Collaboration with student leaders on purpose and membership
Goal of the Advisory Board
Allow the offices to share information with students and to collect feedback from them on the services, procedures, and systems provided by the offices Board to serve in advisory capacity and not policy setting
Membership
3 Administrators, one each from Bursar, Registrar and Student Aid Offices 8 student representatives • • • •
3 3 1 1
from from from from
University Park Commonwealth Campuses Adult Learners Graduate Students
Sustaining the Board
Advisory Board chair rotates annually among the three offices One administrative support staff assists in management of the meeting, recording minutes The student organizations have a formalized process for appointing representatives to the Board each year
Meetings
Twice each semester Convenient to the student members’ schedules
Flexible; members can attend via conference call when needed.
Agendas
Agenda is initiated by the chair Students submit topics and bring issues from their constituent groups The three offices present topics that include updates, follow-up on prior meeting items, solicit input on new ideas
Discussions and Actions
Each agenda includes time for open discussion Suggestions are followed up on prior to next meeting Issues/ideas outside the purview of the board are passed on to appropriate offices
Success!
Initial set-up took time • Developing charge • Recruiting members • Template for taking minutes • Developing agendas • Scheduling meetings
Now have a model to use going forward
Student Reaction
Students pleased with our efforts Appreciate being asked for their opinions Appreciate being able to influence decisions and priorities View offices as advocates
Student Comments " . . . being on the board allows me to adequately represent the students . . . As we know, financial aid is a big issue for many students and the information and knowledge I receive from the board helps me educate my peers."
Student Comments “. . . the opportunity to serve on a board like this one has been an educational and positive experience. Knowing that students can express their opinions about issues concerning Financial Aid, the Bursar, and the Registrar makes me realize that being a representative of the student body is not only beneficial for me but all other students at Penn State."
Student Comments “The Shields Resources Advisory Board provides a unique experience for students, and their peers, to offer direct feedback to administrators in charge of online materials that directly impact students every day. The conversation, both suggestions for improvement and explanations for operations, were helpful in educating students and administrators alike. The ability to offer direct feedback gives students the perfect conduit for affecting positive change, as witnessed by the improved schedule of courses website.”
Success . . . Board has positive reputation Quote in student newspaper, The Daily Collegian, in October 2010: “Raouda said students have had a platform to voice their opinion . . . in the Shields Advisory Board (SAB).”
. . . and Results
Many suggestions from board have been implemented Others are in progress
Looking Ahead
We will never exhaust topics of interest and concern to students Students’ needs change Penn State evolves Technology changes Student expectations continue to grow
Future Considerations
Expand membership to bring other constituent groups to the board • But keep size of the board fairly small
Continue to be flexible, make changes as needed to keep the board viable and productive
Questions?
