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THE KENTUCKY STATE UNIVERSITY OFFICE OF

ENROLLMENT MANAGEMENT

Processand
ProceduresManual
A N EMPLOYEE GUIDE TO THE DELIVERY OF ENROLLMENT SERVICES AND PROCESSES WIITH

COMPANION PROCESS AND PROCEDURES VIDEO TUTORIALS

© Dr. Roosevelt O. Shelton, Associate Vice President


Office of Enrollment Management
Suite 261, Academic Services Building
Kentucky State University
Frankfort, Kentucky 40601
Phone 502.597.6415 • Fax 502.597.5040
Table of Contents
Introduction 1

OEM’s Vision Statement 2

Enrollment Services Critical Processes 2

Office of Admissions Processes 3

Office of the Registrar Processes 3

Office of Financial Aid Processes 3

Office of the Bursar Processes 3

Office of Global Education Processes 3

Frequently Asked Questions 4

FAQs Admissions Processes 4

FAQs Financial Aid Processes 7

FAQs Advising Processes 9

FAQs Registrar Processes 10

FAQs Residence Life Processes 13

Enrollment Services Process Maps 15

SOS Centre Student Flow 16

Freshman Admissions 17

Transfer Admissions 18

International Admissions 19

Non-degree Admissions 20
Dual Enrollment/High School Admissions 21

Admissions Communications 22

Housing/Residence Life 23

First Time Student Final Transcripts 24

New Student Orientation 25

Graduate Admissions 26

SEVIS Reporting 27

Scholarship Requests 28

Processing Scholarship Applications A 29

Scholarship Appeals 30

Processing Scholarship Applications B 31

Pro32

Verifications 33

Online Application Processing 34

Financing and Registration Completion 35

FYE Student Engagement 36

The Student One-stop Shop Centre 37

The One-stop Shop (SOS) model has become a growing trend among colleges and universities as we struggle with
various mandates to enhance efficiency, improve the quality of our services to students, and remain accountable to
evolving technology. Kentucky State University’s model is guided by the student-focused philosophy that acknowledges
the potential positive effects on student satisfaction and retention that can occur with increased student engagement.

The SOS Vision and Values 37

The Onsite Supervisor 38

The Screening Counselor 40


The Generalist Counselor 41

The Auxiliary Counselor 42

Facilitating Student Self Service 43

The SOS Brand 43

One-stop Centre Protocols 44

Protocol A: Centre Access 45

Responsible Staff: Screening Counselor and Onsite Supervisor 45

Protocol B: Case Management 47

Responsible Staff: Generalist Counselor, Auxiliary Counselor, and Onsite Supervisor 47

Protocol C: Accessing Data and the SOS Data Mart 49

Responsible Staff: Screening Counselor, Generalist Counselor, Auxiliary Counselor, and


Onsite Supervisor 49

SIS Plus Unit Inquiry Screens 50

Protocol D: Assessment and Data Collection 51

Responsible Staff: Screening Counselor, Generalist Counselor, Auxiliary Counselor, and


Onsite Supervisor 51

Assessment Metrics 51
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Introduction

The foundation of the Office of Enrollment Management (OEM) is its


mandate and charge to ensure that students engage the critical processes necessary
for their recruitment, admission, and enrollment in Kentucky State University. y.

T
he mission of the Office of Enrollment Management (OEM) at Kentucky
State University is to recruit, admit, and enroll a qualified and diverse group of
students who can benefit from the learning experiences that are offered by our
institution. Your Process and Procedures Manual has been designed to
thoroughly acquaint you with all of the necessary knowledge and skills for facilitating
the successful enrollment experiences of our clients. Therefore, it is crucial that you
review and master the information provided within, and it is especially crucial that you
review and complete each one of the Video Tutorials contained on the
accompanying companion DVD. Those tutorials are also available on the Virtual
SOS website. You will find this manual to be sequential, and presented in a rational
order of the processes necessary for student enrollment success. You are encouraged
to proceed from one sequence to the next, as opposed to skipping sections. This will
facilitate a comprehensive and rewarding experience of our processes and procedures.

OEM will strive to enrich the educational environment of Kentucky State University
by streamlining the recruitment, admissions, financial aid, registration, orientation, and
billing efforts of various divisions within the university with the overarching vision of
forging an institutional identity as the institution of choice in Kentucky, the region,
and the nation. The OEM staff will exhibit professionalism through a student
centered approach to service by utilizing technology to improve critical processes, and
working diligently to facilitate communication with students. Critical Processes are
those processes that are necessary and sufficient to ensure successful student
recruitment, admission, transition, and matriculation. Finally, OEM will develop and
continually reevaluate a comprehensive enrollment management strategy that is
consistent with Kentucky State University’s mission, goals, and resources, and which
integrates programs and services from across the Kentucky State University campus.

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OEM’s Vision Statement


The Office of Enrollment Management will:

• Provide the leadership in developing institutional recruitment plans;

• Promote KSU as the institution of choice in Kentucky, the region, and the
nation;

• Ensure that Kentucky State University has a qualified and diverse student
population;

• Exemplify a student centered approach to service in each OEM office;

• Demonstrate a culture of integrated enrollment management; and

• Actively engage the entire institution in the enrollment planning process

Enrollment Services Critical Processes


For Use
The foundation of the Office of Enrollment Management (OEM) is its
with Video mandate and charge to ensure that students engage the critical processes
Tutorials necessary for their recruitment, admission, and enrollment in Kentucky
State University. Critical processes are, therefore, student-focused.
Moreover, they require that KSU enrollment service professionals consistently exhibit
and demonstrate specific knowledge, skills, and behaviors when engaging students in
those processes. This section clearly delineates those critical processes as the regard the
respective units of OEM, and you are encouraged to fully consider their implications to
your professional knowledge, skills, and behaviors when engaging students.
Additionally, it is important that this manual be used in conjunction with the OEM
Process and Procedures Video Tutorials provided on the companion DVD.

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Office of Admissions Processes


Use Video 1. Accommodating Requests for Application and Admission
Tutorials
Materials
Number:
5. 2. Processing Applications for Admission to Final Decision
and Notification
3. Communications Flow from Admitted to Enrolled status
4. Transfer Credit Evaluations from receipt to Completion

Office of the Registrar Processes


Use Video
Tutorials 1. Transfer Credit Evaluations from Receipt to Completion
Numbers: 2. Data Entry for Transfer Credit
9 and 10. 3. Enrollment Certification
4. VA Enrollment Certification, Continuing and New
5. Transfer Credit Evaluations from receipt to Completion
6. Official Transcript Requests
7. Withdrawal from enrollment status
8. Enrollment in classes

Office of Financial Aid Processes


Use Video
Tutorials 1. Accommodating Requests for Loan and Scholarship
Numbers: Materials
6 and 7. 2. Processing applications for Loans and Scholarships
3. Budget Forecasts
4. Verifications
5. Petition for Refund

Office of the Bursar Processes


Use Video
Tutorials 1. Accommodating Requests for Payment Plan Documents
Numbers: and Materials
8 and 9. 2. Processing Requests for Payment Plans
3. Processing Petitions for Refund

Office of Global Education Processes


1. SEVIS Reporting
2. Applications for OPT
3. Applications for CPT

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Frequently Asked Questions


Many students are not aware of the critical processes delineated
above, which results in discord between their ambition to attend KSU
and the realities required of their continuous matriculation. While the
processes are student-focused, absent of aggressive educational efforts by
staff, those processes will remain elusive to the majority of our
students. The following represent unit-based frequently asked questions that each
staff member must master in our efforts to maximize OEM’s educational efforts.

FAQs Admissions Processes

Q. How do I get admitted? (Where do I start?)


A. The first step to apply for admission is to Complete an Admissions
Application. The form is available by contacting the Admissions Office or online
at www.kysu.edu/admissions/ The form and the fee must come to our office
together. To determine your specific admissions requirements, please consult the
criteria below

Freshmen Students

Admissions Index
The admissions index was established to quantify an assessment of a
student's high school activities and ACT assessment. The admissions index
is a numerical score calculated by multiplying the ACT by 10, the grade-
point average by 100, and by adding the two sums. The equation is as
follows: ACT x 10 + GPA x 100 = index.
Unconditional Admission
Kentucky State University requires students to meet an admission index of
430 in order to be admitted unconditionally to the University.
Conditional Admission
Students with an admission index below 430 will be granted conditional

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admission to the University. A condition of the admission is the successful


removal of all PCC deficiencies within the first thirty (30) semester credit
hours of course work. Students are required to take no more than twelve
(12) semester hours during their first semester of enrollment.
Pre-College Curriculum
4 units of English
3 units of Mathematics (Algebra I, Geometry, Algebra II)
3 units of Science (Life Science, Physical Science, Earth/Space Science)
2 units of Foreign Language
1 unit of History and Appreciation of Visual, Performing Arts
1/2 unit of Health
1/2 unit of Physical Education
7 units of Electives (5 rigorous)
Transfer Students

The transfer student must submit the following additional documents for
admission consideration:
• Transcripts of all college work attempted
• A letter of good standing from the registrar of the institution last
attended (if student was suspended or dismissed from the last
institution attended)
• A letter of recommendation from the Dean of Students or the
Vice President of Student Affairs verifying a satisfactory
citizenship record (may be faxed to the Admissions Office)
All transfer students who have completed 24 or more semester hours of
college work must have earned a cumulative GPA of 2.00. The transfer
student is not at liberty to disregard any part of his/her previous college or
university records. Failure to report enrollment at another institution may
result in dismissal and/or loss of credits earned at KSU. In the event of
academic suspension/dismissal from any institution previously attended or
currently being attended, an applicant must provide a letter of good
standing from the last institution attended. Transfer applicants who were
not eligible for admission to Kentucky State University when they
graduated from high school must present a minimum of 24 semester hours
of college credit.
All transfer students who have completed less than 24 semester hours of
college work in addition to submitting transcripts from all institutions
attended must also submit High School Transcripts and ACT or SAT Test
Scores and meet the Pre-College Curriculum
International Students
The international student must follow the following procedures:

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• Submit Admissions Application v $100.00 (US Funds) Application fee


made payable to Kentucky State University in the form of a money
order
• Verification of graduation from high school or secondary institution
• Official High School Transcripts/Certificate in English with
translation certified
• Official SAT/ACT or TOEFL scores TOEFL scores (must be 525 or
above)
• "Demonstration, via Declaration of Certification of Finance, that
sufficient funds are available to finance the planned course of study
without causing undue hardship on the student"
• A statement from the bank, lending agency or sponsor that stipulates
the amount of money on reserve for tuition, fees and living
accommodations to matriculate in a four-year undergraduate program
in the United States
• A transcript evaluation form (with determined G.P.A.) from an
accredited transcript evaluation agency in the United States
All international students are required to submit a $3,500 deposit (in
U.S.dollars) in order for the I-20 to be issued. This deposit is placed into
the student's account and is available to the student for educational
expenses only (i.e., tuition, books, and fees).
Non Degree/Visiting Students
A student in good standing in an accredited college may be admitted to the
University as a Visiting student. To be eligible for consideration, an
applicant must submit an application, a letter of good standing, and a
$30.00 application fee.
A student who wishes to just take classes may be admitted to the
University as a Non-Degree student. To be eligible for consideration, an
applicant must submit an application and a $30.00 application fee.
Non-Degree/Visiting Student status does not constitute admission or
matriculation as a degree candidate. However the Non-Degree/Visiting
Student is subject to the same fees and regulations as a regular student.
Non-Degree/Visiting Students are not eligible for Federal Financial Aid.

Q. Is there an admissions fee?


A. Yes, $30.00 for domestic students or $100.00 for international students.

Q. What is an official document?

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A. Official documents come to KSU in an envelope originally sealed by the


preparing school or organization and unopened by the student.

Q. Is there a deadline for admission?


A. The deadline for Fall admission is May 15, and December 15 for Spring
admission. Applicants must apply far enough in advance so that admission will be
complete by the time school begins. Student financial aid is tied to admission in
that you may not receive your financial aid until you are admitted. Be sure to apply
far enough in advance for financial aid so that you may provide them with the
documents they need.

FAQs Financial Aid Processes

Q. When do I apply for Federal Financial Aid?


A. Beginning January 1 of each year. If you apply before this date, your FAFSA
will be rejected. You should apply as early as you can each year.

Q. How do I apply for Federal Financial Aid?


A. If you applied for federal student aid for the previous school year, you can file
a Renewal FAFSA. If you filed your FAFSA electronically you will get a reminder
notice via email that it’s time to reapply for federal student aid in November or
December, but you can’t submit your application before January 1. If you get a
reminder notice, you’ll use your PIN to access the FAFSA on the Web, and you’ll
apply electronically. If you didn’t file for the previous school year, you’ll submit
the Free Application for Federal Student Aid (FAFSA) through the Internet using
FAFSA on the Web (www.fafsa.ed.gov). You are encouraged to file the FAFSA
electronically, but if you cannot, you can call 800-343-3243 to request a paper
form.

Q. What information do I need to complete a FAFSA accurately?


A. You will need the following:
Your Social Security Number
Your W-2 Forms and other records of money earned
Your previous year Federal Income Tax Return (and that of your spouse, if you’re
married)
Your Parents’ previous year Federal Income Tax Return (if you’re a dependent
student)
Any foreign tax return or tax return from Puerto Rico
Your previous year untaxed income records–Social Security, Temporary
Assistance to Needy Families, welfare or veterans benefits records, for example
Your previous year bank statements
Your previous year business and investment mortgage information; business and
farm records; and stock, bond and other investment records
Your alien registration card (if you are not a U.S. Citizen)

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Q. What happens after I apply?


A. If you filed your FAFSA electronically, you’ll receive, within a few days, your
Student Aid Report (SAR). Your SAR will list all the information you reported on
your FAFSA. If there are no corrections or additional information required, the
SAR will contain your Expected Family Contribution (EFC), the number used in
determining your eligibility for federal student aid. Your data will be sent
electronically to the schools you listed on the FAFSA.

Q. What if I need help filling out my application?


A. If you apply using FAFSA on the Web, help is built into the program. You
can also go to www.studentaid.ed.gov/completefafsa or you may contact your
high school guidance counselor or your post secondary school’s financial aid
office.
NOTE: Remember, you can get the help you need for free from one of these
sources; you don’t have to pay for assistance.

Q. What is the financial aid priority deadline?


A. The priority deadline for Kentucky State University is April 15 of each year.
The priority deadline for Kentucky (if you are eligible for state financial aid
through the state of Kentucky) is March 15 of each year. Some funding is
awarded on a first come, first serve basis. To be sure to receive all the funding
that you are eligible for, please file your FAFSA application early.

Q. When will I receive my award notice?


A. Award notices are sent to admitted students once they complete the FAFSA
and other forms requested by the school are submitted.

Q. What is a PIN number and how do I get one?


A. A PIN is an electronic access code number that serves as your identifier. A
PIN lets you access your personal federal student aid information online, allows
you to electronically sign your FAFSA, and allows your parents to electronically
sign your FAFSA when they obtain a PIN number.
FAFSA on the Web filers who are new applicants (and their parents, if applicable)
can request a PIN at www.pin.ed.gov
If you don’t request a PIN, you can print out, sign, and mail in a signature page
within 15 days of submitting your FAFSA, but the process will take longer.
If you have questions about the PIN process, you can go online to
www.pin.ed.gov or you can go to www.studentaid.ed.gov or call the Federal
Student Aid Information Center at 1-800-433-3243.

Q. What do I do with my Student Aid Report (SAR)?


A. You must review your SAR carefully to make sure it’s correct and complete. If
it is, and it contains your Expected Family Contribution (EFC), your school will
use your information to determine your eligibility for federal, and possibly non-
federal, student aid funds.

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If you need to make corrections to the SAR, you can do so in a number of ways:
With your PIN, you can make corrections online.
You can make corrections on the paper SAR (if you received one) and return it to
the address provided.

Q. Are institutional monies (scholarships) refundable?


A. No. Institutional funds (scholarships) are not refundable.

Q. How many hours do I have to earn to keep my scholarship?


A. 30 credit hours are required to maintain an academic scholarship.

Q. How do I apply for a student loan?


A. Apply for all Direct loans through the FAFSA.

Q. If I have no credit/bad credit, can I still get a student loan?


A. Yes, as long as you are not in default on any Federal Student Loans.

Q. How does the Parent loan work? Can the student get this loan in their
name?
A. The parent must complete a Plus Loan Fact Sheet for a credit check which will
be conducted by the U.S. Department of Education. If the loan is approved, the
parent must complete a Master Promissory Note electronically. If the loan is
denied, the student will be given an unsubsidized loan in an amount not to exceed
$4,000 for the academic year.

Q. Why are you requesting my tax returns when I have already put all of
that information on my FAFSA?
A. We request your tax returns and other documents when you are selected for
the process called Verification. When the Department of Education selects
students for this process, the school requests these documents from the students
to make sure all information which was given on the FAFSA is correct and
complete.

FAQs Advising Processes

Q. Who is my advisor?
A. If you are a non-degree seeking student, you are advised by the staff in the
Office of Continuing and Distance Education. Contact the Advising Office at:
ASB Suite 303
Phone: 502-597-5084

Q. Why do I need an advisor?


A. Academic advisors provide personal attention and guidance in the planning and
pursuit of students’ academic objectives. Advisors provide academic and career

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advice. Additionally, advisors assist students in the continual monitoring and


evaluation of their educational progress and refer students to institutional
resources available to help them meet their educational and personal needs and
aspirations.

Q. How is my advisor selected?


A. Students who declare a major are assigned a “Major Advisor” within their
chosen field of study. (These assignments are made by the departmental
Chairpersons).

Undecided students are assigned a Faculty Advisor from among the Faculty
Advising Council members and our Developmental Faculty members. (These
assignments are made by the Director of Advising).

Q. Do I need the assistance of my advisor to register for classes?


A. Yes, your advisor will “release your hold” and assist you in the scheduling of
classes.

Q. How do I contact and communicate with my advisor?


A. Contact your advisor via email or telephone to schedule an appointment; or
visit your advisor’s office during their regularly scheduled office hours.

Q. What should I do if I am unable to contact my advisor?


A. You should contact the Advising Office at 502.597.5084 or visit our office
located in ASB, Suite 303.

FAQs Registrar Processes

Q. How do I get a course schedule?


A. You can find the most current schedule at:
1. Go to www.kysu.edu
2. Click on Current Students
3. Under Academic Information, Select List of Classes
4. Select Term, press Submit
5. Search for the desired Course Section

You may also find a current schedule by logging onto WIRED:


1. Go to www.kysu.edu
2. Click on Current Students
3. Under Academic Information, Select WIRED
4. Log onto WIRED
5. Enter the Student ID and Pin Number and select Login
6. Select Term
7. Under Registration, select Drop and Add Classes

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8. To search for Course Sections select Course Section Search

Q. What is the difference between registering for classes and admission?


A. Admission is the process of entering the university and registering for classes is
the process of enrolling in courses at the university. To be registration complete
the student must have meet all financial obligations.

Q. How do I register for classes?


A. Every student will have an advisor hold on his/her account prior to the start of
the semester. The student must contact his/her advisor to have the hold
removed. Students that have 30 credit hours or below will not be able to register
on-line. They must contact their advisor to complete a course schedule.

Student’s that have 31 credits or higher will be able to register his or her classes
on-line once the advisor hold has been removed.

Once the advisor hold has been removed you may register on WIRED.
1. Go to www.kysu.edu
2. Click on Current Students
3. Under Academic Information, Click on WIRED
4. Log onto WIRED
5. Enter the Student ID and Pin Number and select Login
6. Select Term
7. Under Registration, select Drop and Add Classes
8. To search for Course Sections select Course Section Search
9. To register for a class, enter the Call Number under Add Class
10. Once the schedule is complete select Submit

Changes can be made to the schedule up until the first day off classes. After that
time a drop / add slip must be completed by the advisor.

Q. When do classes begin?


A. Go To www.kysu.edu
Click on the Academics link on the home page
When the academics page opens, click on the academic calendar link
When the page opens, click on the semester you want to see.
View schedule.

Q. Where and how do I change my address and phone number?


A. You can either visit the Office of the Registrar and fill out a change of data
form with your new address and phone number or you can print the form off of
the web site and mail it in or fax it. (Go to www.kysu.edu, click on Registrar, click
on Additional Forms, and click on Data Change form).

Q. Where and how do I change my name?

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A. You will need to visit the Office of the Registrar and fill out a change of data
form with your new name and bring the original legal document that caused the
change, e.g. marriage license, divorce decree, name change from the courts.

Q. I need to drop a class, how do I do that?


A. Visit the Office of the Registrar and pick up a Drop / Add form. Have your
advisor sign it and bring it back to the Office of the Registrar for processing.
Online students may submit requests via e-mail through their advisors.

Follow the deadlines published in the Academic Calendar in the Information


Booklet or the Catalogue – findable on the Registrar’s page on www.kysu.edu.

Q. How do I obtain an academic transcript?


A. Go to www.kysu.edu, click current students, click campus services, click
Registrar link, and click Transcript Request Form. Follow the directions on the
form.

Q. How long does it take to process my transcript request?


A. Normally transcripts are available within 48 hours of the request. At peak
times of the year, it may take 7-10 business days to process a transcript request.

Q. How do I submit my transcript request?


A. There are three ways to request a transcript:
By fax (502-597.6239)
By mail (Transcripts / Office of the Registrar / Kentucky State University
400 East Main Street / Frankfort, KY 40601
Come to the Office of the Registrar in person

Payment may be made over the phone to the cashier (502. 597.6250); via fax to
the above fax number; or by mailed check or money order.
If there is a financial hold on the account, transcripts cannot be released.

Q. How do I know when my transcript has been sent out?


A. Call 502.597.6234.

Q. How do I obtain an unofficial transcript?


A. Go to your WIRED account (www.kysu.edu): click on current students; click
Academic Information; click WIRED; enter user name and password

Q. How do I get a copy of my grades (not the whole transcript)?


A. Go To www.kysu.edu
Click on the wired link on the right hand side of the screen
Input your student I.D Number in the box that reads Student I.D.
Input your pin number in the box that reads pin number. (Your pin
number is your Birth Day, The birth month, the birth day, and the last two

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digits of your birth year. No lines or spaces just straight numbers.) If you
have a single digit month or single digit day, put a zero in front of it.
Once you have logged on, click on student records
Go to grades and input semester you wish to view

Q. How do I reset my PIN?


A. Visit the Office of the Registrar with your id and we can reset it for you. (FYI
there is an option that can be activated to let the student answer a question to
reset the password.)

Q. How do I change my password?


A. When you are logged into WIRED, choose Change PIN, enter your old
password and the new password and reconfirm the new password. Click the
submit button.

Q. How do I apply for graduation? What are the deadlines?


A. Graduation applications are completed with the advisor(s) and department
chair/dean. The department will then forward the application to the Registrar’s
office. The application deadlines are listed on the academic calendar.

Q. Why isn’t my grade on WIRED yet?


A. If the grade is not available to view on your WIRED account it could quite
simply mean the instructor has not submitted your grade yet. There is a deadline
for submitting grades and all grades should be input and available to view on
WIRED by 12:00 noon Monday following the end of the semester.

FAQs Residence Life Processes

Q. Do I have to live on campus?


A. Kentucky State University requires every full-time freshman and sophomore to
live in university housing with the following exceptions: 1) students who are
veterans of at least two years of active military service, 2) students who commute
from the home of parents or a legal guardian, 3) students who are married, or 4)
students 21 years of age or older.

Q. How do I request a dormitory room?


A. New students should indicate on the Admission’s Application their intent to
live in campus housing. The application is also available on the university’s
website or in the Office of Residence Life.

Q. Do I have to pay a fee or deposit in order to reserve a dormitory room?


A. All students new to university housing at Kentucky State University are
required to pay a $250 Housing Reservation Fee

Q. Are any of the fees or deposits refundable?

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A. Residents are eligible for a $50 refund from their Damage/Maintenance Fee at
the end of their occupancy in university housing, provided they do not have any
outstanding damage charges.

Q. Do I have any choice in the dormitory that I am to reside in?


A. The university reserves the right to make all room and residence hall
assignments. The university also reserves the right to change room assignments as
necessary. Students should indicate their preferences for Residence Hall and room
type/rate on the Housing Assignment Preference Form section of the Two
Semester Residence Hall Contract. Housing preferences do not guarantee
assignment.

Q. Can I choose my roommate?


A, Roommate requests are not guaranteed. Students should indicate their
preference for roommates on the Housing Assignment Preference Form section
of the Two Semester Residence Hall Contract. To be considered for a roommate
placement, each requestor must: (1) request each other and enter both name and
KSU ID# for the requested roommate on their individual Housing Assignment
Preference Form; (2) complete the Housing Reservation Process within five
working days of each other; and (3) request the same preferences for both
Residence Hall and room type/rate.

Q. How long does it take to receive a dormitory assignment?


A. Once the signed Two Semester Housing Contract and the $250 Housing
Reservation Fee have been received by the Office of Residence Life, a student will
be notified of acceptance into university housing within three weeks.

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Enrollment Services Process Maps


The following process maps are specific to the critical processes and FAQ’s
detailed above. You are encouraged to review these maps as you engage, counsel,
educate, and serve those students requiring assistance. Additionally, you should
thoroughly consider the variety of ways in which these maps intersect within and
between the various enrollment service units.

The following Process Maps appear in a logical sequence, mirroring the


sequencing of critical processes necessary to successfully recruit, enroll and retain
students. Additionally, the process maps should be used in conjunction with the
OEM Process and Procedures Module Tutorials provided on the companion
DVD or accessible online via the Virtual Student One-stop Centre website..

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SOS Centre Student Flow

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Freshman Admissions

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Transfer Admissions

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International Admissions

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Non-degree Admissions

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Dual Enrollment/High School Admissions

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Admissions Communications

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Housing/Residence Life

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First Time Student Final Transcripts

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New Student Orientation

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Graduate Admissions

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SEVIS Reporting

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Scholarship Requests

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Processing Scholarship Applications A

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Scholarship Appeals

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Processing Scholarship Applications B

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Processing Direct
Loans

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Verifications

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Online Application Processing

34
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Financing and Registration Completion

35
O E M

FYE Student Engagement

36
4
Chapter
O E M

The Student One-stop Shop Centre

&
The One-stop Shop (SOS) model has become a growing trend among colleges
and universities as we struggle with various mandates to enhance efficiency,
improve the quality of our services to students, and remain accountable to
evolving technology. Kentucky State University’s model is guided by the student-focused
philosophy that acknowledges the potential positive effects on student satisfaction and
retention that can occur with increased student engagement.

The SOS Vision and Values


Our vision of a Student One-Stop Shop Enrollment Services Model is based on an
historical analysis of the challenges that have been faced by students, faculty, and
staff at KSU, and it will:
• Exemplify a student centered approach to enrollment
service in each OEM office;
• Actively engage the redesign of those critical processes that
are necessary for student success;
• Utilize a tailored triage approach to providing services
related to those critical processes; and
• Provide for the requisite technical training that
complements and enhances these processes

OEM will enrich the educational environment of Kentucky State University by


streamlining the admissions, financial aid, registration, orientation, and billing
efforts of various divisions within the university with the overarching vision of a
comprehensive enrollment services model.

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O E M

The SOS implements a triaged approach to student centered enrollment services


that will effectively:
(1) Utilize technology via a Virtual Student One-Stop Shop to improve critical
processes and promote a culture of self-servicing;
(2) Utilize highly trained and selective Generalist Counselors to promote
process-oriented self-servicing as a general mode of student behavior and
serve as a frontline for intervention; and
(3) Utilize trained and selective Information Specialist and Auxiliary Counselors
to manage and process data and serve as the final tier for process
resolution.
Our model will ensure that our students interact more effectively and efficiently
with institutional offices, and the staff members associated with the Centre are
provided below.

The Onsite Supervisor


Under the supervision of the Associate Vice President for Enrollment
Management, provides onsite coordination and supervision of all facets of the
Kentucky State University Student One-stop Shop (SOS) student support services
Centre.

Duties and Direct Responsibilities


1. Implements the basic tenets of the Kentucky State University SOS model
through the continuous coordination of all enrollment service processes through
the Centre.
2. Implements a continuous schedule of training and professional development
activities for Centre staff.
3. Employs the close and continuous supervision of the site and its permanent and
seasonal staff.
4. Implements assessment measures that focus on the practical metrics associated
with the model.
5. Continuously liaise with all key stakeholders and units to ensure the effective
implementation of the model
6. Aggressively engages support staff, students, colleagues, parents, Enrollment
Services Directors, Academic units, relevant quality assurance bodies, and all key
stakeholders in the operations of the Centre.
7. Other related duties as required.

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O E M

The Onsite Supervisor will exhibit the following knowledge and skills:
• Ability to perform complex tasks and to prioritize multiple projects.
• In-depth understanding of the SOS model and its attending precepts.
• Good understanding of the various enrollment service units and
processes, and how they work together in the daily operations of the
SOS centre.

• Records maintenance skills.


• Ability to fashion and employ the Spherical unified communications
platform as a processing application for enrollment services processes.
• Ability to supervise and train employees, to include organizing,
prioritizing, and scheduling work assignments.
• Strong interpersonal and communication skills and the ability to work
effectively with a wide range of constituencies in a diverse community.
• Ability to develop and deliver presentations.
• Ability to communicate effectively, both orally and in writing.
• Program planning and implementation skills.
• Employee development and performance management skills.
• Negotiating skills.
• Ability to foster a cooperative work environment.
• Knowledge of computerized student information systems.
• Knowledge of laws, regulations, methods, and techniques in area of
specialty.
• Ability to create, compose, and edit written materials.
• Ability to use independent judgment and to manage and impart
confidential information.
• Ability to make administrative/procedural decisions and judgments.
• Ability to coordinate and organize meetings and/or special events.

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O E M

The Screening Counselor


Under the supervision of the SOS Onsite Supervisor, daily utilizes the available
technology to efficiently and effectively screen, queue, and implement necessary
referrals for students and clients within the Kentucky State University Student
One-stop Shop Centre.

Duties and Direct Responsibilities


1. Serves as the initial point of client interaction within the SOS Centre.
2. Uses questioning and listening skills to effectively and efficiently assess the
specific needs of centre clients.
3. Applies appropriate screening actions to effectively refer students and SOS
clients to the appropriate centre station and/or centre staff member.
4. Employs a unified communications platform as a processing application for
screening and queuing centre clients for the appropriate processing station.
6. Other related duties as required.

The Screening Counselor will exhibit the following knowledge and skills

• A demonstrable and high commitment to exemplary customer service and


schedule flexibility.
• Ability to employ professional judgment and independent decision-
makings skills in the performance of duties and responsibilities.

• Skills to effectively deal with job stress, angry clients/callers, and upset
customers.

• Skill and ability to communicate with students and clients representing


different behavior types.

• Ability to display time flexibility towards shifts as per work flow


requirements

• Ability to make accurate referrals within the Centre.

• Computer literacy, especially as it regards the various enrollment service


components of the student information system.

• Knowledge and experience employing a unified communications platform


as a processing application.

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O E M

• Skill and ability to apply the proper interpersonal and telephone etiquette
to satisfy various customer situations.

The Generalist Counselor


Under supervision of the SOS Onsite Supervisor, daily utilizes counseling,
advising, problem-solving strategies to implement the basic tenets of the Kentucky
State University SOS model within the Kentucky State University Student One-
stop Shop Centre. More specifically, the Generalist Counselor effectively counsels
and assists students and related populations on matters related to the specific
enrollment service processes.
Duties and Responsibilities
1. Facilitates the resolution of issues and problems related to application and
admission protocols
2. Facilitates the resolution of issues and problems related to financial aid
protocols
3. Facilitates the resolution of issues and problems related to student accounts
protocols
4. Facilitates the resolution of issues and problems related to student records and
registration protocols
5. Facilitates the resolution of issues and problems related to billing protocols
6. Other related duties as required.

The Generalist Counselor will exhibit the following knowledge and skills:
• A demonstrable and high commitment to exemplary customer service and
schedule flexibility.
• Ability to employ professional judgment and independent decision-
makings skills in meeting the enrollment service needs of student clients.

• Ability to utilize professional client-focused service techniques and


methods in the immediate resolution of all service-related inquiries,

• Ability to analyze and manage the status of student records and accounts,
using in-depth knowledge of university and enrollment services processes
and procedures.

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O E M

• Ability to make expert referrals only as a last resort and as needed.

• Computer literacy, especially as it regards the various enrollment service


components of the student information system.

• Ability to employ and utilize telecounseling strategies in meeting the


enrollment service needs of student clients.

• Ability to employ the Spherical unified communications platform as a


processing application for enrollment services processes.

• Ability to perform complex tasks and to prioritize multiple projects.


• Ability to continuously liaise with all key stakeholders and units to ensure
the effective implementation of the SOS model.

• Display time flexibility towards shifts as per work flow requirements.

The Auxiliary Counselor


The Auxiliary Counselor is essentially and Information Specialist, and the locus of
appointment remains within the individual service unit. Auxiliary Counselors will
maintain residence within the SOS Centre and, working directly with the
Generalist Counselors, contribute their professional expertise to the resolution of
issues directly associated with their individual processing unit.
.
Duties and Responsibilities
1. Facilitates the resolution of issues and problems related to their respective unit
2. Continue their normal processing and unit duties and responsibilities
3. Other related duties as required.

The Auxiliary Counselor will exhibit the following knowledge and skills:
• A demonstrable and high commitment to exemplary customer service and
schedule flexibility.
• Ability to employ professional judgment and independent decision-
makings skills in meeting the enrollment service needs of student clients

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O E M

Facilitating Student Self Service


Student self-service remains an informal focus and desire of various enrollment
service offices, and many of the respective processes associated with this desire are
already automated. The SOS Centre facilitates a centralized portal to those services
via the Virtual SOS website. The site utilizes assistive information linkages,
FAQs, case management templates, and processing linkages to better facilitate this
desire. Additionally, ten Student Self-service Terminals (SSTs) are located
within the Centre to facilitate immediate access.

The SOS Brand


Finally, OEM acknowledges that the efficacy of our model is directly related to
our ability to brand and market it to the institution’s present and future clients.
The SOS Branding Logo presented below should be marketed by all service
personnel in efforts to ensure that students are cognizant of and fully utilize the
various components of the model. The Centre Operational Procedures, which
follow in the next chapter, are strictly aligned with the primary metaphors
represented by the logo:
(1) Immediate access,
(2) Multidimensional access, and
(3) Continuous access to various services and process that are necessary
for their enrollment success at Kentucky State University.

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5
Chapter
O E M

One-stop Centre Protocols

The next several chapters clearly delineate the various protocols associated with the
SOS Centre and its professional staff members. It is critical that each staff member
thoroughly review and fully comply with the protocols that follow within the next
several chapters. It will also be helpful to again review the following SOS Centre Flow
and Process Map, especially as it relates to the following operational protocols.

44
O E M

Protocol A: Centre Access

Responsible Staff: Screening Counselor and Onsite Supervisor

I. The SOS Centre Vestibule represents the formal receiving area for all
students and individuals seeking services within the SOS Center. Within this
location individuals must:

1. Solicit and receive a Service Number from the automated tracker

2. Remain seated until their Service Number appears on the Service


Screen

3. There should be no exceptions to this expectation

II. Area staff members seeking access to the Centre or to their offices must use
their individual ID cards at either of the appropriate swipe mechanisms to
gain access to the Centre.

III. Upon entering the service area of the SOS Centre, the Screening Counselor
represents the initial point of contact for individuals with documented Service
Numbers. The Screening Counselor must:

1. Courteously greet each client and formally welcome them the Centre.

2. Solicit from each student the specific reason that they are seeking
assistance.

3. Initiate an Electronic Case Management Form (maintained within the


VSOS portal) for each client.

4. Assess the appropriate level of Counseling required.

5. Electronically transmit the Case Management Form to an


appropriate Generalist or Auxiliary Counselor.

6. Inform the client of the approximate wait time required to engage the
counselor.

7. Take the client to the Counselor Reception waiting area and invite
them to sit until notified by their Counselor.

8. Monitor the Case Management log to ensure that clients are


proceeding to the appropriate counselor within the given wait time.

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O E M

9. Keep the Onsite Supervisor informed regarding the continuous flow


and wait times of clients.

10. Monitor the SOS Centre Vestibule to ensure that clients are
appropriately progressing.

IV. The Screening Counselor will monitor and supervise all incoming calls and
implement the current protocol to the management of relevant cases derived
from those calls.

V. The Screening Counselor and the Onsite Supervisor will ensure that the
Screening Station is staffed at all times with either an employee or student
assistant who is able to master the current protocol and that access and regress
to the Centre is monitored and controlled at all times.

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6
Chapter
O E M

Protocol B: Case Management

Responsible Staff: Generalist Counselor, Auxiliary Counselor, and


Onsite Supervisor

I. Generalist and Auxiliary Counselors represent the second tier of the clients’
engagement within the SOS Centre. Their primary duties are to resolve the
cases initiated by the Screening Counselor, and should:

1. Closely and continuously monitor Electronic Case Management


Forms as they are transmitted from the screening service station,
servicing each in the order that it is received.

2. Assess the issue presented by the client prior to direct interaction, and
consider the options available for successfully resolving the case, such
as:

a) Does the case simply require the student complete a form


or action?

b) Does the issue require direct counseling regarding an


oversight, omission, or failure to comply with a given
requirement?

c) Does the case require direct interaction within a primary


service unit, such as the Bursar, etc.?

3. Prior to directly engaging the client, the Counselor will utilize this
assessment to timely format a plan of action for resolving the case.
There should be no exceptions to this expectation

VI. On occasions when the case can be resolved by the simple completion of a
form or procedure, the Counselor will accompany the client to a Student Self-
service Terminal (SST) and instruct him/her on how to most effectively
complete the task.

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O E M

VII. On occasions when the case regards an oversight, omission, or failure to


comply with a given requirement and it can only can be resolved by direct
counseling, the Counselor will provide that counseling within the Center
Counseling Room.

VIII. On occasions when the case can be resolved only through direct interaction
within a primary service unit, such as the Bursar, the Counselor will:

1. Thoroughly explain the situation and requirement for further


interaction within that unit.

2. Provide a copy of the Case Management Form to the client,


detailing the result of the Counselor’s assessment and case
action to the pursued.

3. Personally take the client to the unit which can resolve the
case.

4. Ensure that the client returns to the Counselor upon


interacting with the service unit.

IX. The Counselor must ensure that the Case Management Form is completed
and reviewed by the Onsite Supervisor.

X. The Counselor must ensure that each client completes the online SOS Centre
Satisfaction Survey prior to exiting the Centre.

XI. Counselors must escort each and every client to the exit door of the Centre,
regardless of the actions taken under item VIII of this protocol

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7
Chapter
O E M

Protocol C: Accessing Data and the SOS Data Mart

Responsible Staff: Screening Counselor, Generalist Counselor, Auxiliary


Counselor, and Onsite Supervisor

Use Video The foundations of accessing the various data necessary for facilitating
Tutorials
student enrollment service success are (1) the Virtual SOS website, and
Numbers:
2, 3, and 10.
(2) the Student Information System, or SIS Plus. The site may be
accessed via the homepage at www.kysu.edu, and is designed to assist
both professional staff members and students, as they engage the various critical
processes. The video tutorials indicated in the sidebar above will provide you with
specific instructions for accessing and utilizing the SIS Plus information system. The
screens for which you will maintain inquiry level access are listed at the end of this
protocol.

I. Staff members will ensure that they have read the University Computer
Usage Policies. Information Technology policies relating to appropriate
usage, e-mail, Internet usage, etc. are available for your review on the KSU
Intranet. To view the policies, click on or insert the following the link into your
web browser: http://ksuintranet.kysu.edu/CIS/policyproced.htm

Since the policies are on the Intranet, they can only be viewed while you
are on campus.

49
O E M

SIS Plus Unit Inquiry Screens

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8
Chapter
O E M

Protocol D: Assessment and Data Collection

Responsible Staff: Screening Counselor, Generalist Counselor, Auxiliary


Counselor, and Onsite Supervisor

Assessment Metrics
The metrics associated with the Kentucky State University Student One-Stop
Shop (SOS) Enrollment Services Model, Centre, and personnel are directly related
to the goal and objectives of the model. Those metrics are additionally informed
by our desire to:

1) Provide on-going and enhanced training of staff which is tied to


feedback solicited from our students.
2) Centralize cross-trained staff to reduce the wait time associated
with the respective processes and resolution of students’ issues and
inquiries.

To this end, the following key measures will be monitored:

1) Wait time of customers/students


2) Connection of types of questions/concerns to training
3) Positive Customer Service/student satisfaction

A. Staff Performance Assessment Metrics

¦
Employees will respond to students seeking assistance in the Kentucky
State University Student One-stop Shop in a professional manner at all
times, and employees will receive frequent reviews of their performance
as it regards the following:

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O E M

1. Greeting and processing customers promptly and courteously.

1.1. Customers should be greeted in a polite manner


within 3 minutes of initiated contact.
1.2 Customers should be informed if their wait time is more than 3 minutes.
1.3 Greeting should be prompt and courteous in 100% of cases.
Generalist Counselors should listen to customers with respect, politeness,
and continued focus on their perspective...
1.4 Students seeking assistance in person should
be responded to in 15 minutes or less. Voicemails and emails
should be returned within 24 hours; Letters should be
responded to within 48 hours; Communication should request
confirmation of receipt. Response should include specific
action steps and projected timeline of when the result may be
expected.
1.4
1. students in One

2. Ownership of the customer's issue(s) and/or concerns.

1.1 Customer's request should be repeated verbally for


verification or clarification, action steps should be outlined,
and a timeline for addressing the issue should occur in 100%
of cases.
1.2 In 100% of cases response should include comments
that describe what service/product the customer is seeking and
what the customer has experienced prior to the request.
. students

Name Easier 6.b. Technology will aid in process of addressing


B. Customer Service Improvement Metrics


The Kentucky State University Student One-Stop Shop (SOS)
Enrollment Services Model will employ various metrics to assess the
efficacy of the SOS Centre and its personnel, and to ensure that
continuous improvement in our services is pursued, including:

a) Standard People Metrics (Qualitative) – Data collected from student


focus groups will assess customer satisfaction.

b) Service Delivery/Time Metrics (Quantitative) – Data collected via


Customer Service Comment Cards will assess customer satisfaction.

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O E M

C. Survey Metrics

1) Feedback (via survey or focus groups) will ask


random sample of customers the percentage of time their
request was understood and if the response received included
specific action steps and timeline.
2) Feedback (via survey or focus groups) will ask
random sample of customers what percentage of time they
were greeted courteously and within 3 minutes.
3) Feedback (via survey or focus groups) will ask
random sample of customers the percentage of time that their
perspective was understood, they were heard, and if they were
treated in a polite manner. product/service relevant.
4) Feedback (via survey or focus groups) will ask
random sample of customers the number of cases where they
were personally responded to in 15 minutes or less and where
voicemails and emails were returned within 24 hours; number
of cases where letters were responded to within 48 hours,
percentage of cases where confirmation of receipt was
requested and action steps and timeline were included in
response.
5) Feedback (via survey or focus groups) will ask
random sample of customers what percentage of time did they
receive correct information.
6) Feedback (via survey or focus groups) will ask
random sample of customers what percentage of cases was the
product/service beneficial.
7) Feedback (via survey or focus groups) will ask
random sample of customers what percentage of cases was the
product/service relevant.
.

D. Methods for Incorporating Customer Feedback

Data from the Customer Service Cards and focus groups will be compiled into a
summary report at the end of each semester. This information will clearly delineate
the perceived strengths and weaknesses associated with the initiative and facilitate
an ongoing refinement of our training processes for the continuous improvement
of our services.

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O E M

E. Reporting Metrics

For the purpose of external reporting, OEM will annually provide data regarding
the following specific metrics:

I. Frequencies associated with student visitation to the Centre.


II. Frequencies associated with the types of services provided within
the Centre.
III. Summary Customer Service/ Student Satisfaction results.

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