1. MUSC Education & Student Life Communication Forum April 28, 2010 DR. DARLENE SHAW, ASSOCIATE PROVOST

2. Agenda Wins! Yes Campaign Appreciation Prizes!! Employee Insights Student Satisfaction Survey Results Staff Recognition 3rd Quarter Winners!!! Questions & Answers Announcements/Updates Education & Student Life Connecting for Success…

3. WINS! David Howell – Promoted to Student Services Program Coordinator II Misty McKee – Promoted to Info Resource Consultant I Patrick Cassano – Rehired as Student Services Program Coordinator I WELCOME NEW TEAM MEMBERS… Lane Siggelkow – Enrollment Management SWC Exercise Instructors and Part-time Employees: Megan BrettJennie Brooks Emily Hawkins Summer ThomasTracy Sanders James Patt Louise BrownPrisca Denton Jennifer Jones Laura Tulga Stephen Maraist Robin ZettlJana Sabrina Martinez Education & Student Life Connecting for Success…

4. WINS! UNIVERSITY APPLAUSE AWARDS Sharon GilliardHowie Schomer Nancy LemonMary Ellen Lenhardt Kat Logemann Bobby Shaw Katie BlaylockGilbert Bradham, Jr. Michelle MuirRonnie Hayes Tyler CrossAmy Leaphart Steve ZimmermanDamon Amella Martha LiptonBenita Schlau Lisa KerrJamie Moore Education & Student Life Connecting for Success…

5. WINS! Fit It In Student Workout Program Successful new interprofessional course, Transforming Health Care for the Future Division Faculty: Amy Blue, Laurie Charles, DaNine Fleming, Darlene Shaw, and Tom Smith Education & Student Life Connecting Students…

6. Inducted in Bridge Run 11 th Annual Campus Safety Conference $14,400 Profit for CHE 4 th Annual CLARION Inter- professional Case Competition Wrote a Nationally Acclaimed Paper Tom Smith Amy Blue David Howell Liz Sheridan Jim Tomsic Willette Burnham Rhonda Walters Alicia Lockard Kevin Smuniewski Nadia Mariutto Wendy Littlejohn Presentation Physicians Conference Hall of Fame Teamwork Success Education & Student Life Connecting Professions… Excellence!

7. MUSC YES Campaign MUSC Student Services Fund Minority Scholarship Fund Student Center Fund Earl B. Higgins Foundation Fund Education & Student Life Connecting through Giving… Presented by: Whitney McLuen, Office of Development Becky Dornisch, Director of Annual Giving ESL

8. Appreciation Prizes!! Education & Student Life Connecting with You…

9. Service Supervisors set a good, positive and professional example; staff ratings improve by 4% People QualityFinanceGrowth Some of our FY09-10 Pillar Goals for Education & Student Life 90% or more of ESL Faculty and Staff are pleased to be working @ MUSC 90% or higher of Faculty/Staff believe they made the right choice in selecting MUSC 85% or higher of Faculty/staff & students evaluate MUSC’s culture as valuing diversity 5% improvement in employee response to supervisors recognizing individual efforts

10. Employee Insights Survey Why: Solicit feedback on how to better serve you and create the best possible work environment Who: All FTEs in ESL; 57 responses received (~ 57%) What we asked: 1.How would you rate employee morale in your unit? 2.What is your supervisor doing to set a good, positive and professional example? 3.Please give an example or two of common mistakes a supervisor might make that undermines his/her professionalism. 4.Given budgetary constraints, what are some ways other than monetary compensation that your supervisor could reward you for a job well done? Education & Student Life Connecting with You…

11. How would you rate employee morale in your unit? The majority (70%) of ESL employees said morale is Good or Excellent; only 11% feel morale is Poor or Terrible, while 19% perceive morale as Fair. Education & Student Life Connecting with You…

12. Practicing what they preach 14 Respects and supports employees 13 Having a good attitude, even in crisis situations 13 Being a good listener and communicator 10 Recognizing successes, not just failures 7 Most common responses N times provided

13. What are some common mistakes a supervisor might make that undermine his/her professionalism? Not leading by example (lacking punctuality, tact or even-temperament)16 Micromanaging--lack of trust/respect12 Not having a consistent standard of performance10 Not communicating on time or effectively8 Not listening; being defensive7 Most common responsesN times provided

14. What are some ways other than monetary compensation that your supervisor could reward you for a job well done? Most common responsesN times provided Sincere gratitude; Applause awards recognizing individuals21 Time off; long lunches; early release18 Gift cards (could be donated)12 Flexible schedules (e.g., 10 hour days, no Fridays) 6 Office retreats; office lunches 4 Casual day 4 Additional training; travel to conferences 3 Better parking 2 Better equipment 2 Terminate unproductive employees 2

15. How we will use your insights to make ESL even better: Communicate these results with supervisors Standards of behavior part of supervisor EPMS Strengthen appreciation activities Encourage use of Applause Award program Allocate modest Discretionary $$ to each unit Nominations for Qtrly Employee Recognition Awards Gift Cards for on the spot recognition

16. Results from Student Satisfaction Survey 2009-2010 Division of Education & Student Life Darlene Shaw, PhD Associate Provost Education & Student Life 16

17. ESL Student Satisfaction Survey  Administered online (Survey Monkey) from March 15-26, 2010  No identifiers collected  Announcements of survey were made through multiple channels (letters to Deans, student broadcast message, personalized email request, SGA leaders and Student Programs involvement) 17  Skip logic employed in the survey to reduce time to complete (~5 minutes); organized differently from last year’s survey  After completing the survey, students could register (on a different site) to be entered to win $50 (odds of winning were 1 in 50)

18. Excellent response rate (904 vs. 636 in 2009) 36% of MUSC student body responded Sample demographics reflect student population 18

19. Service Provide support to International Program Development as evidenced by a 25% increase in the number of international students provided services through ESL Supervisors set a good, positive and professional example; staff ratings improve by 4% Total expenses will not exceed the FY10 revised budget (Not to exceed 10% utilization of reserve funds for one-time major expenditures) 33% increase in Interprofessional student events/activities sponsored by ESL PeopleQualityFinanceGrowth Education & Student Life FY09-10 Pillar Goals 90% of students agree they made the right choice by selecting MUSC Students evaluate ESL services with an overall satisfaction rate of 90% or higher 90% or more of ESL Faculty and Staff are pleased to be working @ MUSC 75% of graduating students agree their understanding of the contributions of other professions to health care delivery or research increased through their experience @ MUSC 90% or higher of Faculty/Staff believe they made the right choice in selecting MUSC 85% or higher of Faculty/staff & students evaluate MUSC’s culture as valuing diversity As we begin our pursuits in Excellence – we will be striving to reach or exceed the top quartile in most key areas (some unmeasured as indicated below). Once benchmark data are available, we will establish step goals to move forward and toward higher levels of achievement. 5% improvement in employee response to supervisors recognizing individual efforts

20. ESL Service Pillar Goals: ESL exceeds goals! Percent who agree significantly > 90%, p’s <.01 97%96% 20 96%97%

21. ESL’s success is due to the performance of each Unit Center for Academic Excellence Academic J. Ariail Writing Center Support Counseling & Psychological Services A. Libet Student Financial Aid Office of G. Ohlandt Registrar’s Office Enrollment University Admissions Management Student Health Services L. Blumenthal Student ProgramsW. Burnham Wellness CenterB. Shaw UnitDirector 21

22. What kind of data were collected for each Unit? Utilization by students--either: (1) unaware of this service, (2) aware but haven’t used, or (3) used at least once Of those who answered “used at least once”, we asked whether they agreed with the following statements: The service provided met my needs The staff are competent at their jobs The staff are caring and helpful The staff were sensitive to my or other students’ cultural differences The hours, availability, and/or number of staff were sufficient to help me Opportunity for written comments students wished to provide 22

23. Units by Utilization Students’ feelings about services at the top of the list have substantial impact on overall ESL satisfaction ratings Among services in top tier (75% utilization or higher), if student did not agree that “Service X” met needs, s/he was 3-12 x more likely to provide “dissatisfied” rating for question about overall satisfaction with ESL Maximizing rates of satisfaction with Admissions, Student Health, Wellness Center and Financial Aid is critical to ESL continuing to achieve its goal of 90% or better satisfaction ratings 23

24. Satisfaction data collected from only users of the service 24 1.The service provided met my needs 2.The staff are competent at their jobs 3.The staff are caring and helpful 4.The staff were sensitive to my or other students’ cultural differences 5.The hours, availability, and/or number of staff were sufficient to help me What percentage of users agreed or strongly agreed with each statement?

25. Performance outcomes for each Unit: Target is 90% of students agree that the service “met my needs” 25 97% 2010 98% 2009 92% 89% 96% 99% 98% 91% 97% 99% 80% 88% 96% 95% 99% 98% 91%

26. Performance outcomes for each Unit: Target is 90% of students agree that the “staff are competent at their jobs” 26 97% 98% 87% 94% 99% 98% 99% >99% 92% 2010 97% 99% 80% 92% 97% 96% 99% 92% 2009

27. Performance outcomes for each Unit: Target is 90% of students agree that the “staff are caring and helpful” 27 98% 86% 97% 99% 98% 99% 86% 2010 97% 98% 77% 93% 99% 98% 99% 88% 2009

28. Performance outcomes for each Unit: Target is 90% of students agree that the “staff were sensitive to my or others’ cultural differences” 28 99% 98% 97% 99% 98% >99% 99% 93% 2010 97% 98% 95% 98% 99% 98% 2009

29. Performance outcomes for each Unit: Target is 90% of students agree that the “hours, availability, and/or number of staff were sufficient to help me” 29 98% 89% 94% 93% 90% >99% 92% 80% 2010

30. Percent of students satisfied with Others Services: Target goal is 90% of students are satisfied 30 2010 90% 91% 94% 99% 96% 2009 83% 90% 83% 99% 88%

31. Summary  A big WIN for us all! ESL Pillar goals exceeded, due to strong performance within each Unit; in all cases we either remained excellent or improved from 2009!  Analyses of Unit results within ESL and across colleges help us make data-informed decisions about where to increase awareness of services and how to increase student satisfaction rates  Your Unit directors will share additional unit- related outcomes with you 31

32. Employee Recognition Awards 3Q 2010 WINNERS!!! NANCY LEMON NADIA MARIUTTO TANYA THORNHILL KYLE CONNELLY TYLER CROSS LISA FENNESSY Education & Student Life Connecting People … CONGRATULATIONS!

33. Feedback Answers Questions? Education & Student Life Connecting with Students… Employee Insights, Student Satisfaction Survey Results, EPMS SERVICE PILLAR GOAL SUCCESS

34. TOTAL WELL-BEING EDUCATION HEALTH & WELLNESS INTERPROFESSIONAL DIVERSITY RECREATION TECHNICAL SUPPORT FINANCIAL MANAGEMENT COM CODM CON CHP COP COGS MUSC Enrollment Mgt Student Programs Student Health Wellness Center Academic Support Administration ETS CAPS C3 STUDENTS Announcements COLLEGES Education & Student Life Connecting Six Colleges… One University!

35. From Dr. Darlene Shaw, Associate Provost Education & Student Life Elemental