2. Will assists students and visitors to
the college in a modified approach
Will provide a dynamic first point of
entry to the college
Will greet hospitably, cordially, and
with courtesy on the phone, web,
email, chat and in-person
The Welcome Center
Structure • Space • Technology • Training • Communication
3. To provide timely and accurate information and
appropriate services about college programs,
services and procedures to students, faculty, staff
and the community at large in a manner that is
pleasant and inviting in-person, on the phone,
and through the public website.
Efficiently and effectively support students
Engage supplemental, program-seeking & special
population students
Strengthening the student experience
The Welcome Center Vision
4. To evolve the “One Stop” approach into tiered levels of guided support.
To strengthen the student experience – provide/anticipate student
needs at the point of first contact.
To maximize resources to be more efficient and effective centered on
the type of student (supplemental or program seeker)
To support SSE, SSI, IMOR2, and SEM initiatives
To redirect resources by establishing a targeted process flow
To provide better overall student and employee experience
The Welcome Center Concept
5. Strategic Plan Goals
Goal 1: Teaching & Learning - enrollment processes & resources
Goal 2: Student Success - requirements, retention & goal attainment
Goal 3: People Development & Communication - standard tools & training
Goal 4: Blue Ocean & Innovation – support & engage students
Governing Board Outcomes
1.1: University Transfer Education & General Education
1.2: Workforce & Economic Development
1.3: Developmental Education
1.4: Community Development and Civic and Global Engagement
The Welcome Center Connection
6. During non-peak and peak times, we average 50-200
calls per hour, respectively.
Formula was used to determine the staffing needs for
the triage model structure.
36% of calls are handled by 3rd party vendor & the
Outreach Center for the general phone line which
Tier 1 would handle.
64% of calls being new/continuing students that
would be handled by the Welcome Center and then
warm transferred to Academic Advisement (program
seekers).
The Data
7. 1) Reduce the rate of transfer calls throughout the college.
2) Improve customer dissatisfaction with services and
information provided.
3) Improve phone structure and reporting to better analyze
how phones are being used.
4) Improve training and assessment to ensure better
customer service
5) Improve structure to more adequately support the
diversity of our student population.
Business Needs & Challenges
8. Create a “One Phone Line” approach to better route calls
Enhance the student experience through a tiered approach
Reorganization of the public website
1st floor physical location
Formalized training structure
Incorporate quality assurance measures
Improve customer service and employee engagement
Leverage existing technologies and resources
The Welcome Center Ideals
9. Students
Tier 1
Tier 2
Tier 3
Tier 4
The Tiers of Service
Tier 1 – First Point of Contact & Triage
Tier 2 – New & Supplemental Students
Tier 3 – Program Seekers
Tier 4 – Judicial Affairs & Resolution Center
10. Greet/welcome all students, staff and visitors to the college
25 part-time staff (existing, new & work study students)
High customer service; friendly; responsive; professional
First-point of contact
Quick Response (~ 3 minutes)
Qualify/switchboard
If General Info – Triage Handles
Directions, Hours, Locations, Services, etc.
Contact Information
If Transfer
Continuing student; Public /General Questions; Direct Line Transfer
If program seeker or non-program seeker
If a new Lead, New or Continuing student, General student inquiry
Lead, New, General will go to Welcome Center (Tier 2)
The Welcome Center – Tier 1
11. Transferred from Tier 1
Call duration ~8-10 minutes
Grade 8, 9 & 10’s
Determine student type – only actual students will go here.
Supplemental and New, Welcome Center will Quick Admit
Pre-requisite approval
Basic Advising
Payment info/options/FAFSA
Enrollment
Self-Serve process
State Authorization
Placement Testing/ Prior Learning/Transcripts
Program Seeker, Welcome Center will Quick Admit
After QA, warm transfer to Advisement
HSE, CBW, Military, etc. – warm transfer
If Lead, enter into CRM
The Welcome Center – Tier 2
12. Academic Advisement
Current staff
Additional focus on program
seeking students
RioAchieve Grant expansion
Re-focused for academic advising
Student advocate through student
life-cycle
Supplemental support for
Welcome Center
The Welcome Center – Tier 3
13. The Welcome Center Flow
Incoming
Calls
Tier 1
(Triage Welcome Center)
Part Time (25)
· Greet Welcome
· High Customer Service
· Quick Response
· Transfer to appropriate line
Tier 2
(Welcome Center)
Grade 8 Fulltime (20)
1. Supplemental and New, Welcome Center will Quick
Admit
· Pre-req Approval
· Basic Advising
· Payment Info/Options
· Enrollment
· Self-Serve Process
· State Authorization
· Placement Testing
· Prior Learning/Transcripts
· FAFSA
2, Program Seeker, Welcome Center will Quick Admit
· After QA, warm transfer to Advisement
· Or follow-up by advisor if student has not completed
placement testing, etc.
3. HSE
4. CBW
5. If Lead enter into CRM
6. Military
Academic Advisement
New Student?YES
Program Seker YES
Transfer to
appropriate
department/party
NO
Dean of Enrollment
Services
Director or
Enrollment Services
Welcome Center
Manager/Supervisor
….. …..
Tier 1 Leads(2) Tier 2 Leads(2)
Division
Leader
Director
14. Judicial Affairs and Resolution Center
Responsible for the interpretation and enforcement of the College’s Student
Code of Conduct and Regulations related to all alleged acts of academic and
non-academic student misconduct.
Provides proactive programming and educational interventions in an effort to
foster the development of student responsibility and community-minded
behavior.
Protects the rights of individuals accused of violating College rules and
regulations.
Provides a fair, supportive, and timely hearing process to address instances of
alleged violations of College rules and policies.
Establishes and enforces reasonable and clear limits designed to protect the
community and the rights of its members.
Judicial Affairs – Tier 4
15. 1) Call Recording – implement system, standards & training
2) Phone System - “one phone line” & tiered approach
3) Physical Space – Tier 1 & Tier 2 co-located
4) Training Structure – online & in-person training; standards;
customer service & content specific
5) Quality Assurance – standards, dashboard & metrics
6) IVR System – IVR pop-ups, notes & training
7) Website Realignment – align to concept
The Welcome Center - 7 Projects
16. 1) Physical Space - 1st floor location, related department restructuring,
front desk included with supplemental college safety support.
2) Technology - IVR pop-up system, telephone system restructuring, call
monitoring system, and related training development.
3) Structure - Tier 1, Tier 2, Tier 3, and Tier 4.
4) Training - development of training for the positions and Tiered levels
(the focus of the training elements for the pilot phase of the training team).
5) Website - creation of Welcome Center landing page and appropriate
restructuring of all related webpages to support the new model.
The Welcome Center Projects
17. Project Management – project charters, scope & requirements
Forming of Project Teams – expertise needs, size & members
Timeline of Projects – priority, dependency & alignment
Next Steps
Start
Fri 4/11/14
Finish
Wed
1/27/16
May11,
'14
Jul 27,
'14
Oct 12,
'14
Dec 28,
'14
Mar 15,
'15
May31,
'15
Aug 16,
'15
Nov 1,
'15
Jan 17,
'16
Call recording
Fri 4/11/14 - Wed 10/1/14
Update phone systems
Mon 7/28/14 -Mon 1/26/15
Reorganize physical layout of
department
Mon 7/28/14 -Mon 1/26/15
Develop and implement a
formalized training structure
Tue 1/27/15 - Tue 7/28/15
Quality assurance
Tue 1/27/15 - Tue 7/28/15
IVR and RioCompass
Wed 7/29/15 -Wed 1/27/16
Align website with Welcome
Center
Wed 7/29/15 -Wed 1/27/16
Today
