1. What does staff have to do with Student Success?
League for Innovation Conference 2009

2. Pima Community College
Among the ten largest community colleges in the country
Celebrating 40 years
35,000 credit students enroll each semester
6 main campuses and 28 satellite meeting locations including high schools, hospitals, and local air force base

3. Why Reorganize?
Complaints from students about services led to hiring an external consulting group to review student services
The intent of the project was to analyze the College’s student service business processes, related issues, and organizational structure.
Findings
Student service processes lacked technological currency
Inconsistency in service delivery and organizational structures across campuses
Lack of effective communications and training.
Recommendations:
Redesign processes
Alleviate barriers
Redesign structures to best address customer and student needs
More direct centralized leadership

4. The College Plan
Provide evidence of student learning and teaching effectiveness
Improve student success in developmental education
Redesign student services
Create foundations for creativity and innovation
Improve the use of physical assets
Master technology
Strengthen administrative operations

5. I Initiative 3: Redesign Student Services Overall Responsibility: Chancellor
Strategy 3.1:  Reorganize College leadership of student services to be more centralized and coordinated
Strategy 3.2:  Reconfigure and update technology
Strategy 3.3:  Configure an employee intranet to address communication and training
Strategy 3.4:  Implement a student services center approach on all Campuses
Strategy 3.5:  Improve staff training in student services
Strategy 3.6:  Conduct a staffing review

6. Organizational structure changes
Reorganized leadership
Move from Campus to district
Redistribution of service/leadership responsibilities
Student Life
Disabled Student Resources
Code of Conduct
Grants
Counseling – faculty
Redistribution of staff and resources
Hired staff to assume responsibilities

7. Why an Employee intranet, what is the problem?
Inconsistent and often inaccurate information
Majority of feedback is negative – based on errors
Complicated by multi-campuses
Outcomes of Skills inventory
Staff training is on the job, by campus
Not competency based and without central oversight

8. Intranet Templates
Assessment & Testing

9. Intranet Templates
Advising

10. Challenges Timelines Technology Consensus Multitasking Ownership
Currency
Ongoing evaluation of effectiveness

11. Discussion & Questions

12. Thank you! Lorraine Morales, Ed.D,
Vice President of Student Development
Northwest Campus
Betty Elasowich,
Vice President of Student Development
West Campus