Student Services/Support Program Assessment Summary

Program/Department PSLO/PSAO Activity assessed What did you learn from your outcomes assessment? Briefly describe the changes you will make based on your assessment. College-wide implications of your assessment project Assessment Reported
Information Technology Information Technology--Relationships with District Staff Network Infrastructure

Communications with DOIT has been difficult, in particular tying them down to specifics on projects that we consider time sensitive and mission-critical. That we’re concerned about decisions being made by DOIT managers about CRC infrastructure and operations without prior consultation or discussion.

 

Working with DO-IT Management to install our secondary fiber line. 

08/24/2016 view
Information Technology Information Technology--Staff Collaboration Campus Computing, Instructional Lab/Classroom Support, Network Infrastructure, Operation and Support Services

The outcome assessment for Campus Computing, Instructional Lab/Classroom Support, Network Infrastructure, and Operation and Support Services during the spring and summer 2016 semester were successful. Meaning, the support, collaboration and services that are provided within these areas.  We received several kudos from faculty and staff.  In addition, within the IT and Media Services department, the Team does an exceptional job of communication and resolving trouble tickets on campus within the two departments.

Continue to monitor support, services and collaboration within the department and with faculty and staff after the new KACE system is implemented to see if this increases response time (trouble tickets).

08/24/2016 view
Information Technology Information Technology--Lab Update Instructional Lab/Classroom Support, Operation and Support Services

The outcome of the lab update assessment was successful, we learned that the ITMB.COB process is efficient and that it assisted several areas with funding computer labs.  Specifically, LRC210 and Music and Radio Lab M204.

No Chnages needed.  The current process works well and the staff worked great with updating the labs that were funded.

08/24/2016 view
Information Technology Information Technology--Helpdesk Ticket Completion Operation and Support Services

During this assessment period, the IT and Media Services Staff evaluated and created a new helpdesk ticketing system using Drupal. We learned that although we could create a ticketing system that would be unique and meet the campus needs, we were still working in silos and that we created a barrier with the DO-Helpdesk staff.  Meaning, staff and faculty trouble tickets could not be easily forwarded to DO-Helpdesk, which imapcted staff and faculty.

District Office is in the process of implementing a KACE Systems, which will include a Helpdesk Ticketing system that will be offered for free to all the colleges. This will improve the communication not just with the DO-Helpdesk Staff, but allow each campus to commentate technical issues with other colleges within the district.

08/24/2016 view
Library Services and Instruction Collection management

Last academic year, the library engaged in a full-scale assessment of our media collection and its alignment with the classroom needs of faculty. Based on informal conversations, knowledge of the industry, and review of the numbers of faculty using the LMS for distance education or web-enhanced courses, the library suspected that the current media collection was not fully meeting the needs of faculty. CRC Librarians together with other Los Rios College librarians and distance education coordinators, developed a survey to gather information on the types of media faculty were using in the classroom, preferred vendors for media, knowledge of accessibility needs in the online classroom, and potential usage of alternative forms of media provided by the Los Rios District libraries. 

Based on survey results, about 92% of faculty respondants used media in the classroom, with about 58% of respondants showing videos in an online environment. Most respondants used either films from their own private collections or used Youtube content or other web-based films. Faculty also reported that a lack of closed captioning of the content they use was an impediment to their use of films in the classroom. Others reported challenges with finding content that was relevant to the courses that they teach. 

Overall, the survey uncovered a significant need for faculty to be able to access media which was relevant, closed captioned and accessible, and convenient to use in face-to-face or online environments.

Based on the survey results, the district librarians and distance education coordinators secured a trial to a well-known streaming media service called Films on Demand. Films on Demand provides films in 168 different subjects from well-know educational vendors such as PBS and Films for the Humanities. Films on Demand also provides a high percentage of closed captioned content and it is compatible with both D2L and Canvas learning management systems. The workgroup of librarians and DE coordinators worked with district IT to secure an LTI allowing Films on Demand to be directly incorporated into the LMS. 

Librarians surveyed faculty who used the Films on Demand trial to gather feedback on the quality and relevancy of films as well as the ease of access to the materials. Based on the findings of the two surveys along with review of films available through the database, the librarians and DE coordinators determined that a Films on Demand subscription would fulfill a large need for high-quality, relevant, accessible media to be used in face-to-face and distance education classrooms. 

The workgroup submitted a proposal for funding to the District Office since the database subscription would serve all four colleges and extension centers. The proposal was approved and funded at the end of spring 2016 semester. The subscription to Films on Demand was obtained for the 2016-2017 year, and further feedback and usage statistics will be gathered to assess whether the subscription is indeed meeting the intended needs. 

 

08/23/2016 view
Library Services and Instruction Library Services and Instruction--Information use (PSLO) Reference services

This was the first opportunity we have had to perform an assessment of this type, and the results were overall quite positive. Following a reference interaction, which is an opportunity for a librarian to teach a student about aspects of the research process, we surveyed the student to see whether they would rate their skill level as increased as a result of the interaction.  We learned that overall the quality of our reference services are very high. Students rated the librarians as friendly and approachable, but more importantly they judged that their own research skills were improved as a result of the interaction with a librarian. Since we had not performed an assessment of this type before, we also learned some insights regarding the survey process itself, and we plan to implement changes as we administer the survey again in Fall 2016. 

Despite the overwhelmingly positive survey responses we received, we noted several shortcomings in our process of administering the survey that might have limited the number of responses and may have skewed the responses slightly. The librarians plan to implement the survey in Fall 2016 for a longer period and at different points in the semester. We also plan to use a different method for soliciting survey responses which will hopefully eliminate some of the potential shortcomings of our assessment this spring. By administering the survey a second time, we will be able to gather further evidence to demonstrate that this service area outcome is in fact being met. One of the other challenges with this type of student self-assessment is it is difficult to measure students actual attainment of outcomes (versus their perceived attainment). The librarians will be employing further following up assessments to gather data on how effectively students have indeed acquired the outcomes skills. 

 

The assessment project evaluated a variety of student and service outcomes. This is the outcome where the students self-assessed the lowest (although still satisfactorily). This illuminates perhaps a deficit in our library reference services, which is helping the students bridge the gap from finding a resource to using it effectively in a college assignment. Following the repeated assessment in fall 2016, the librarians will discuss and implement program improvements to help address this issue. 

04/06/2016 view
Library Services and Instruction Library Services and Instruction--Information access (PSLO) Reference services

This was the first opportunity we have had to perform an assessment of this type, and the results were overall quite positive. Following a reference interaction, which is an opportunity for a librarian to teach a student about aspects of the research process, we surveyed the student to see whether they would rate their skill level as increased as a result of the interaction.  We learned that overall the quality of our reference services are very high. Students rated the librarians as friendly and approachable, but more importantly they judged that their own research skills were improved as a result of the interaction with a librarian. Since we had not performed an assessment of this type before, we also learned some insights regarding the survey process itself, and we plan to implement changes as we administer the survey again in Fall 2016. 

Despite the overwhelmingly positive survey responses we received, we noted several shortcomings in our process of administering the survey that might have limited the number of responses and may have skewed the responses slightly. The librarians plan to implement the survey in Fall 2016 for a longer period and at different points in the semester. We also plan to use a different method for soliciting survey responses which will hopefully eliminate some of the potential shortcomings of our assessment this spring. By administering the survey a second time, we will be able to gather further evidence to demonstrate that this service area outcome is in fact being met. One of the other challenges with this type of student self-assessment is it is difficult to measure students actual attainment of outcomes (versus their perceived attainment). The librarians will be employing further following up assessments to gather data on how effectively students have indeed acquired the outcomes skills. 

04/06/2016 view
Library Services and Instruction Library Services and Instruction--Information need (PSLO) Reference services

This was the first opportunity we have had to perform an assessment of this type, and the results were overall quite positive. Following a reference interaction, which is an opportunity for a librarian to teach a student about aspects of the research process, we surveyed the student to see whether they would rate their skill level as increased as a result of the interaction.  We learned that overall the quality of our reference services are very high. Students rated the librarians as friendly and approachable, but more importantly they judged that their own research skills were improved as a result of the interaction with a librarian. Since we had not performed an assessment of this type before, we also learned some insights regarding the survey process itself, and we plan to implement changes as we administer the survey again in Fall 2016. 

Despite the overwhelmingly positive survey responses we received, we noted several shortcomings in our process of administering the survey that might have limited the number of responses and may have skewed the responses slightly. The librarians plan to implement the survey in Fall 2016 for a longer period and at different points in the semester. We also plan to use a different method for soliciting survey responses which will hopefully eliminate some of the potential shortcomings of our assessment this spring. By administering the survey a second time, we will be able to gather further evidence to demonstrate that this service area outcome is in fact being met. 

One of the other challenges with this type of student self-assessment is it is difficult to measure students actual attainment of outcomes (versus their perceived attainment). The librarians will be employing further following up assessments to gather data on how effectively students have indeed acquired the outcomes skills. 

04/06/2016 view
Counseling Counseling--Personal and Crisis Counseling Career Counseling, Multicultural Counseling, Crisis Counseling, Personal Counseling, Academic Counseling

A student survey revealed that student received excellent counseling services when they met with a counselor in DSPS. They leave with a good sense of what to do next and feel guided and assisted. Respondents felt that counselors were professional, kind here was representative samping of student with less than 30 units (over 56% of the respondents), and those with more than 31 (44%). They expressed a desire for more flexibilty in seeing a counselor (available hours to fit with their schedule). This corresponds well with our desire to have more than one counselor available on high peak times for students. The ability to have quick question time with a counselor was also apparent so they could assure they had adequate verification of disability.

 

DSPS implemented a drop-in counseling hours for Spring 2016 on Fridays.  Student responded positively about the opportunity to ask quick questions whether they are program enrolled student or not.  Continuing and expanding a drop-in counseling format would be desireable for DSPS students, and will help with the front desk triage, and reduce misinformation regarding appropariatt disabilty verification options which is key to providing DSPS students to new students.

DSPS will be increasing the adjunct counseling pool in March 2016 and training counselors to effective serve the CRC student population.

 

03/14/2016 view
Puente Puente--Navigation of Transfer Process Counseling

We evaluated the program and found that all Puente students developed an educational plan and complete group projects that will help them navigate the transfer process.

Expand the Puente program to a second cohort.

02/04/2016 view
Library Services and Instruction Collection management

In 2014 a new online faculty request form was implemented to facilitate faculty requests for new library material purchases. In December 2015, Andi and Emily reviewed the past 3 semester's requests to gauge use of the form and assess whether it is in fact making faculty requests easier. We reviewed the purchases requests and found that faculty are regularly using the purchase request form throughout the semester. The average number of requests per semester is 10.67, and the requests are coming from a variety of faculty. Based on the request data, there are many departments that don't appear to be requesting material from the library. Further research should be done to determine whether those departments lack knowledge of the purchase request form, whether they have a need for library materials in support of their programs, and to determine and address those needs. 

We will conduct further assessment regarding the departments who are not regularly requesting materials through the faculty request form to determine if there is an unmet need for library resources. 

12/11/2015 view
Library Services and Instruction Collection management

In fall 2015, Emily & Andi organized a review of our media collection (reserve & circulating) to try to minimize the number of VHS materials in those collections. This was due the the deteriorating nature of the VHS formatted media and the limited number of students/faculty with easy access to VHS players. This assessment included a review of circulation statistics, consultation with faculty on pertinent titles, and title-by-title content assessment. This assessment is still underway and will be completed in spring 2016. Based on the assessment, we are determining which VHS media titles should be replaced. 

The assessment allowed us to determine the titles in need of replacement. These will be replaced during the fall 2015/spring 2016 semesters, as funding allows and based on priority of purchase. 

12/11/2015 view
Library Services and Instruction Library Space

In fall 2015, Mark and Laurie did a thorough review of library furniture and equipment to evaluate whether student needs are met with current furniture/equipment in the library. They carefully checked all library furniture to determine the need for replacement (based on condition, stability, appearance, etc.). They reviewed data regarding student computer use, and they looked at the physical/technological limitations in the library to determine what changes were feasible.

Based on their review, they determined that the following were areas of need for furniture/equipment: additional computers for student use, replacement tables for group study, replacement study carrels, replacement security gate, additional security cameras.  

Based on Mark and Laurie's review, they determined the areas of greatest need for replacing or adding library equipment to meet student needs. These include additional student computers and replacement group study tables, and they will be including in resource requests generated through the Program Review.  The timeline for when changes are completed will be contingent on funding for our resource requests determined through the COB/ITMB processes. 

12/11/2015 view
Library Services and Instruction User Interface

In fall 2015 a district-wide librarian team was formed to regularly assess, update and maintain the primary library user interfaces for students in Los Rios. These include Onesearch and the Research Databases homepage. Two librarians from this group participate in regular meetings, review statistics, feedback and use that information to make changes to the user interface. 

One of the first assessments was a review of a changed navigation menu on the Research databases home page. The LUX group had received complaints regarding the current format, and they reviewed Google Analytics statistics to determine the search behavior of students. This information supported a change to the menu structure of the databases home page which will be implemented in December 2015.

Based on the data that was gathered, it appeared that students were having trouble understanding the labels that were used to categorize the databases, and there was also a menu to find databases by type which was being underutilized and misunderstood by students and faculty. 

The LUX group is renaming and regrouping several database categories to better align them with student searching behavior and make them more discoverable. 

12/11/2015 view
Library Services and Instruction Circulation services, Reference services

The assessment that was completed in Spring 2015 and Fall 2015 evaluated how easily students were able to find and access needed textbooks. The assessment also looked at areas of improvement or satisfaction regarding service provided by library staff at the Circulation desk and Reference desk. The first assessment was performed at the beginning of Spring 2015 to assess the impact of a new library greeter program and Golden Ticket reserves reward system. Through our assessment we learned that there was a high level of satisfaction among students who use the textbook reserves at the CRC library. Students judged the process to obtain the textbooks as smooth and easy, and students enthusiastically rated the service provided by library faculty and staff who aided them in located and accessing the materials that they needed. 

The assessment that was completed in Spring 2015 indicated a high level of satisfaction and sucess among students in accessing the textbooks that they needed. The assessment was repeated in Fall 2015 to ensure that the findings were consistent, which they were. The library will continue with the Greeter program at the beginning of the semester as well as the Golden Ticket textbook reward program for the upcoming academic year, and then we will assess again to assure that they continue to have the desired impact. 

10/02/2015 view
Tutoring Tutoring--Value of tutoring Info page on tutoring services in New Student Guidebook

The Guidebook has not been updated yet but is expected to be completed with the information page by November 2015.

The updated New Student Guidebook will include an information page for tutoring services.

 

10/01/2015 view
Tutoring Tutoring--Student satisfaction Annual Tutoring Survey

Feedback from the survey indicated that most students were satisfied with the quality of services provided by the Tutoring Center.  Many were using the Center as a place to study and do homework, in addition to those coming specifically for tutoring.  Some indicated a desire for more tutors to reduce the wait time and a few mentioned that it can get noisy in the Center.  Having a fulltime Front Desk Clerk has made it easier to address the noise issues quickly. 

Now that we have a fulltime Front Desk Clerk, it is easier to address the noise issues faster.

10/01/2015 view
Outreach Outreach--Enrollment Process Information Desk and Lobby Staffing

Outreach Services continues to play an integral role in serving students during the "peak time" weeks at the start of the semester on the main campus and at the Elk Grove Center.  Services have been enhanced with the opening of the Student Access Center on the main campus, allowing us to refer students for additional support with the application process and all eServices related functions. 

09/24/2015 view
Outreach Outreach--Enrollment Process Campus Tours

The online campus tour request form continues to work well.

09/24/2015 view
Admissions and Records Admissions and Records--Online Services Enhancements Evaluate capability to enhance delivery of services

In September 2015, a long-awaited online submission capability of degree and certificate petitions went into effect. This exciting, new process is very streamlined and simple for students and reflects the reality of evaluators using the degree audit system "What If" report to save time in determining which areas have been fulfilled or not. Students previously needed to list each class and grade for all areas needing to be met on a mulitpage document. Both students and counselors are responding favorably to this new process.

We will continue to evaluate different Admissions and Records activities for opportunities to enhance online services.

09/24/2015 view
Admissions and Records Admissions and Records--Process Navigation Evaluate graduation eligibility, Process petitions

Students continued to demonstrate an ability to navigate administrative processes. Students submitted 1,213 petitions were submitted seeking exceptions to policies, deadlines, and/or business practices between 6-1-14 and and 5-31-15. For the 2014-2015 academic year, 81.1% of the 1041 degrees requested were approved (844 awarded).

09/24/2015 view
Admissions and Records Admissions and Records--Accuracy Review documents after scanning/indexing into OnBase system.

From 6-1-14 to 5-31-15, 80 documents were flagged by staff for rescanning. This shows us that this SAO continues to have value. 

None.

09/24/2015 view
Admissions and Records Admissions and Records--Access Resources Provide support services to VA students regarding benefit and enrollment process

During the 2014-2015 academic year, eligible veterans and dependents were assisted with receiving educational benefits: 91 for summer 2014, 242 for fall 2014, and 246 for spring 2015. In April 2015, the Veterans Services Office also saw the addition of 0.5 FTE, an Admissions/Records Evaluator/Degree Auditor to help enhance the operation.

We will continue to assist veterans and/or their dependents with receiving VA educational benefits. We'll assess the numbers of students assisted as well as assigned responsibilities to determine additional staffing needs.

09/24/2015 view
Outreach Outreach--Steps to Success Support Host Special Events

As reported 2/26/2015, the High School Partners Conference is scheduled to take place spring 2016.  Plans are still in place to include the "hands-on" experience and information participants have indicated an interest in and most certainly an introduction to our new president and other administrators and the vision for the college. 

There may be an opportunity for further collaboration with other departments for this event.

09/23/2015 view
Outreach Outreach--Steps to Success Support High School Activities/Visits

The eServices tutorial video has been well-received.  As of 9/2015, the video has over 2500 views.  Links to access the video are available and will remain on the main CRC homepage and the Admissions and Records page. 

A link will be added to the counseling page under "New Student" along with the list of additional resources that may be helpful to new students.  Will also explore other avenues of introducting this tool to students, such as incorporating an introduction of the video to new students during high school orientation workshops. 

09/23/2015 view

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