Hire reception staff in Newburgh to triage students in the advising queue.

Hire reception staff in Newburgh to triage students in the advising queue. Print All

Initiative Title	Hire reception staff in Newburgh to triage students in the advising queue.
Submitted in Previous Year(s)	2016
Critical Information, Notes, Justification, Rationale	A reception staff member would assist in answering questions and properly filtering students to the different queues in Student Services Central in Newburgh streamlining student traffic in the Advising queue. A reception area independent from Student Services Central (SSC) in Newburgh that provides clear guidelines for advising and registration is extremely necessary. Students come unprepared and sit waiting for assistance for long periods of time with no direction. It takes more advising man-hours at the Newburgh campus to advise each student because advisors are constantly having to re-educate students on how to look up classes and create their class schedules in order to register. Students expect staff at Student Services Central to advise them and conflicts escalate when their needs are not met. This is all complicated by the fact that students are assigned faculty advisors after their first semester and most full-time faculty are not available at the Newburgh campus. Therefore, students in their 2nd, 3rd, or even 4th semesters look to meet with general advisors instead of their faculty advisors resulting in long lines at SSC. Also, without reception for advising in Newburgh it falls on SSC staff to make determinations about when and if to turn off the advising queue. Students do not understand that the staff at SSC are not reception for advising and are constantly asking question about when they will be called out, why it is taking so long and why they do not get called in order, etc. It is difficult for staff at SSC to estimate how many more students can get into the Advising queue before the end of the day without putting advisors in a position where they either have to stay past close, or turn students away even after a long wait. This position would also manage the New START preparation process, that is, print and review New START rosters, and follow up with phone calls for appointment reminders or missing registration steps. The advising traffic flow in Newburgh needs to mirror the one-stop model in Middletown where Advising is not part of SSC and has dedicated staff to triage and direct students based on their advising needs.
Consequences of this initiative not being funded	This impacts directly the quality of advising services at the Newburgh campus.
Department Goals
Programs	Advising
Locations	Newburgh Campus
Estimated Completion Date
Will this initiative span multiple budget years?	Yes
Importance	High
Funding Source	Request for Prioritization
Created	01/02/2019 3:16 pm
Updated	01/15/2019 4:21 pm

Institutional Goals

Goal	How will the initiative support this institutional goal?
STRATEGIC PLAN 2015-2020 PRIORITY IV: Efficient and Effective Operations: We will anticipate and adapt to changing economic realities while maintaining the infrastructure and resources necessary to foster innovation and develop & deliver high quality programs and services. c: Review and revise allocation methods to ensure appropriate investment in people, services, facilities, & technologies.	A reception staff member would greatly enhance quality of advising services. This staff member would route continuing, prospective, readmit students to appropriate queues and services streamlining student traffic.

Action Steps

Action Step	Responsible Party	Order
Hire a CSEA employee	Director and Assistant Director of Academic Advising	1

Expected Outcomes

Outcome	Order
Improve the quality of advising services.	1
Promote student self-sufficiency and preparation for advising meetings.	2
Avoid unnecessary waiting time.	3

Assessment Methods

Method	Description	Other Method	Responsible Party
Student Surveys: Satisfaction Need	Surveys can be developed internally and administered to assess student frequency, importance, need and satisfaction institution’s staff, office and services and programming.	Utilizing AdvisorTrac to manage student traffic.	Director and Assistant Director of Advising

Resources

INITIAL YEAR COST:	$35,000.00
RECURRING COST:	$35,000.00

Equipment

Need	Cost (Initial/Recurring)	Supporting Departments
TOTAL:	$0.00 / $0.00

Facility

Need	Cost (Initial/Recurring)	Supporting Departments
TOTAL:	$0.00 / $0.00

Supply

Need	Cost (Initial/Recurring)	Supporting Departments
TOTAL:	$0.00 / $0.00

Staffing

Need	Cost (Initial/Recurring)	Supporting Departments
1 CSEA employee	$35000.00 / 35000.00 (1st year)	Enrollment Mgt and Student Financial Services, AVP Office Academic Advising Student Services Newburgh Campus
TOTAL:	$35,000.00 / $35,000.00

Training

Need	Cost (Initial/Recurring)	Supporting Departments
TOTAL:	$0.00 / $0.00

Marketing

Need	Cost (Initial/Recurring)	Supporting Departments
TOTAL:	$0.00 / $0.00

Other

Need	Cost (Initial/Recurring)	Supporting Departments
TOTAL:	$0.00 / $0.00

Prioritization

Level 5 Level 5 Cabinet Middle States	Level 4 Level 4 PBIE Committee	Level 3 Level 3 Academic Affairs and Student Services, Provost, VP Office Administration and Finance, VP Office Board of Trustees Chief Diversity Officer Institutional Advancement, VP Office President, Office of Student Services, VP Office SUNY Orange Foundation Sustainability Workforce Development, Strategy & Innovation, VP Office	Level 2 Level 2 Alumni Relations and Special Events Athletics Business Math Science and Technology, AVP Office Business Office CAPE Career and Internship Services Communications Office Enrollment Mgt and Student Financial Services, AVP Office Facilities Food Tech Grants Health Professions, AVP Office Hudson Valley Educational Consortium Human Resources, AVP Office Information Technology, CIO Office Institutional Planning Assessment and Research Lab School Learning & Student Success, AVP Office Liberal Arts, AVP Office Marketing Newburgh Campus Phi Theta Kappa Security Student Engagement and Completion, AVP Office	Level 1 Level 1 Academic Advising Academic Support Middletown Academic Support Newburgh Academic Technology Accessibility Services Admissions and Recruitment Arts and Communication Behavioral Sciences Biology Bursar Business Capital Projects Center for Student Involvement Center for Teaching and Learning Clinical Laboratory Science Computer Science and Technology Criminal Justice Cultural Affairs Custodial and Grounds Dental Hygiene Deployment & Operations Diagnostic Imaging Education Educational Opportunities Program Educational Partnerships English Enrollment Support Services Environmental Health and Safety ESL CAPE Financial Aid Global Studies Governance Honors Program HVAC Information Services & Network Infrastructure Interdisciplinary Studies Liberty Partnership Program Library Mail and Copy Services Maintenance Mathematics Movement Science Nursing Occupational Therapy Payroll Physical Therapy Records and Registration Science Engineering and Architecture Student Services - Data Management Student Services Central Student Services Newburgh Campus Student Support Initiatives Testing Center TRiO Student Support Services Unused Wellness Center Work Force Development CAPE	Initiative Title	Department
		Notes View	7 Notes View	1	Hire reception staff in Newburgh to triage students in the advising queue. $35,000.00 / $35,000.00	Academic Advising Advising

Level 2 (Enrollment Mgt and Student Financial Services, AVP Office)

I am confident that when SSC is fully staffed (with Grade 7 lead ES) we can revisit how best to facilitate advising services for students coming to the Newburgh SSC. The addition of the Assoc Dir regularly scheduled at Newburgh should provide the necessary oversight for any restructuring that will take place.

Level 3 (Student Services, VP Office)

Assessment

Date	Department Name	Status	Cost to Date	Funding Source
No results found.