Dr. Lauren Lunk, West Georgia Technical College

 7 County Service area across west Georgia  5 full service Physical Campuses, 1 virtual campus, 3 sites (smaller physical locations)  More than 190 certificate, diploma, and degree programs

Director of Academic Support Customer Care and Advising Center Coordinator 4 Full Time Advisors 3 30 hour Advisors Customer Care Specialist Student Support Coordinator Graduate Student Created a new Department, restructured existing staff and hired new staff. Created a “Brand” so that students and faculty/staff could easily identify our information.

 Currently use a online format including a “quiz” allowing us to gage how well students are paying attention and allowing us to document their participation.  In process of creating a revised on campus option for students.  Pre-healthcare students also have videos made especially towards their program of study explaining our college processes.  Students taking online classes also receive a specialized orientation.

 Kiosks available for Students  centralized number   Updated web-site  Walk-in hours  Pictures of staff  All contact information  Important documents

 Work with our Admissions offices/Enrollment Centers to distribute “steps” to our students.  Students are directed towards the orientation, then to the Advising Center.  All new students (with the exception of Dual enrollment and Truck Driving) are advised by the Advising Center.  Students may contact the Advising Center in multiple ways but great emphasis is placed on the student account.  Students who call, use the kiosk, or come in the center are advised and the provided follow up documentation to their student account.

 One available at each of the 5 Main campuses and 2 of the sites  Students pick up the phone and are connected to an advisor during open hours  Cameras allow the student to see the advisor and the advisor to see the student  Computers are available at the kiosks and advisors have the ability to see what the student sees or control the computer if needed.

 Phone calls ring at the director’s, both coordinator’s, and all advisors’ desks each time a student calls the line.  Staff answer the calls during non-walk in hours.  During peak traffic times such as the first week of registration and automatic messages directs the students to their account.  During peak traffic times, student workers may assist us in answer calls, taking messages, and forwarding the information through our system.  Driving our traffic through the system allows us to keep better track of which students requested assistance first (especially when it comes to registration of highly desired courses).

Annual Sequencing sheets for determining course order.

 Semester - “Training Days”  Staff gather at one campus for intensive session of training, updating, and team building.  Weekly – Conference Call meeting  Monday meetings to update and catch up on any urgent information and explain any recent issues, changes, or questions  Daily – Hangout  Our way of remaining in communication each day, and providing the staff a way to quickly find answers to questions or let everyone know of changes, needs, etc.  Sporadic – Face Chat  Use a computer based face chat feature allows us to see one another in groups of 2 or even the whole staff.

 Each staff member keeps a monthly log of all students they have assisted, the method in which they met/spoke with the student and any notes of significance.  Banner – SPACMNTN, document any information that other advisors may need to be aware of if they meet or speak with the same student at a later date.  All data is compiled each month and year. PhonesKiosks Walk- Ins Appts sCustomer Care Center New IssuesTotals TOTALS

Excerpt from our most recent report. Advising Center received and logged in 58 online New Student Orientations that were completed during the month. 4 students reported to the Advising Center that they had viewed the Healthcare Videos student contacts were made via Mass s in January regarding advisement and registration. The Advising Center posted 1 announcement on the College’s Twitter account aimed at New Students concerning the online New Student Orientation. DATEACTIVITYADVISORSStudent Contact 2/3/2014Online Faculty MeetingDeona Carter 2/3/2014Coweta Campus MeetingKathy Johnson 2/6/2014VLC Supply Chain Meet and GreetDeona Carter0 2/1/2014SAP Review CommitteeChristy Moore6 2/10/2014Bright Knight Session - CowetaKathy Johnson1 2/10/2014VLC Team MeetingDeona Carter 2/19/2014VLC Strategic Planning Mtg - CowetaDeona Carter 2/19/2014Red Cross Committee MeetingPenny Santelli 2/19/2014Grades First Meeting Diana Hair/Kim Crockett/Lauren Lunk 2/24-2/27Walk the Halls CampaignCoweta-Johnson124 2/24-2/27Walk the Halls CampaignMurphy-Beck and Edmonds314 2/24-2/27Walk the Halls Campaign Carroll-Moore133 2/24-2/27Walk the Halls CampaignLaGrange-Lathrop and Crockett89 2/24-2/27Walk the Halls CampaignVirtual Learning – Carter30 2/25/2014 Assisted with setting up Arts Reception- DouglasGreg Minter 2/26/2014Meeting with LS0090 CommitteeLauren Lunk and Diana Hair 2/26/2014Assisted with Arts Reception-DouglasGreg Minter 822