Student Service Process Overview Template

1. Student ServiceProcess Overview Template GSSWSR Dean’s Office-Enrolled Students (Student Records); Alums

2. What students do you serve? • Types of students (GSAS, GSSWSR, Undergraduate, Post-Baccs, “specials” • GSSWSR • At what stage(s) (Inquiry, Applicant, Admitted, Enrolled, Graduated) • The School serves social work grad. students in all of these phases; see GSSWSR Admissions report for services through admitted. These slides relate specifically to services to enrolled students.

3. Services Overview What are the main services you provide? (i.e., determine financial aid, register for classes, etc.) • Dir. of Admissions and Assoc. Dean consult with Office of Financial Aid to determine awards for incoming and returning Master’s students. • PhD student awards are determined by Dir. of PhD program. • Admin. Assistant , Dean’s Office – reports PhD stipends to & requests payments from Controller’s Office ; sends letters to students with outstanding balances. Processes all grade sheets and faculty evaluations for fall & spring semesters and 2 summer terms; enters all grades in PeopleSoft. For transcripts--enters milestones for PhD & MLSP programs; transfer credits and waived course credits; checks final transcripts prior to graduation. Monitors student health insurance. Hires GSSWSR students as TA’s and faculty research assistants. Monitors & updates PhD candidacy applications, schedules prelim and dissertation oral exams, prepares dissertation & forms for circulation to supervising committee; monitors submission of dissertation forms and final copy; sends forms and dissertation for publication; receives bound dissertation and microfilm and sends to Canaday.

4. Services Overview (continued) What are the main services you provide? (i.e., determine financial aid, register for classes, etc.) - continued • Assistant to Dean prepares all registration-related documents and instructions for students. In PS, enters courses & course descriptions, schedules courses (time, faculty, etc.), term activates students, sets up enrollment appointments and term rules for self service, on line registration; processes add/drops. Maintains rosters & student study lists. Advises students re program requirements & course sequencing. Processes necessary forms for Penn Reciprocal plan. Reports enrollment changes to Controller’s Office and Financial Aid; processes term withdrawals (w. tuition calc. ) . Codes & monitors student leaves and withdrawals. Verifies student program data; e.g., plans, expected grad. terms etc. Updates student bio data as necessary & sends email with instructions for completing annual Student Bio form on line in virtual.brynmawr. Orders diplomas; prepares Commencement Program; provides reports re graduating students to Financial Aid, Commencement Office, etc. Codes degrees on transcripts. Stores alum files in GSSWSR building. Prepares Orientation materials for incoming students. Provides instructions for using BMC email & Blackboard (and virtual.brynmawr if students did not use for application.) Interviews and hires undergrad. and grad. students for office assistant positions—advertises & hires through JOBX. Supervises, trains student workers. Updates Course Guide and Student Handbook, GSSWSR Faculty Handbook.

5. Services Overview (continued) • How do you provide these services? (i.e., online self-service, in person, paper forms, etc.) • All administrative data is entered and maintained in PeopleSoft. All staff and administrators provide in-person and email & telephone assistance, responding or directing students to appropriate information source. We use paper occasionally (students have mailboxes at the School) but usually use postings in building. Students register for classes using online self-service. Try to communicate mainly via BMC email; paper forms are used for add/drop requests, grade sheets, faculty evaluations, field instruction evaluations. Also maintain a Blackboard tab for “GSSW Administrative Information” where registration instructions, course lists, etc. are posted. Also offer course waiver examinations to incoming students on Blackboard; Field Instruction has a site as well where Field Instruction Manual and evaluation forms are posted. Web site is used to post Prospectus, Academic Calendar , Class Schedule, Course Guide including degree requirements, Student Handbook, events, news ,etc. • Send letters for Dean granting leaves, threatening & confirming withdrawals. Prepare letters for graduates for enrollment and degree verification, send copies of course descriptions for licensing, etc. Complete portions of licensing applications that require program specific information. • When do you provide these services? (i.e., year round, spring semester, etc.) Year round. • What are your peak periods for each service? • Financial Aid awards for incoming students – March; for returning students – Apr/May • Admin. Ass’t Dean’s Office – grades/evaluations: Dec/Jan & mid -March; May; end of June; end of July– transcripts: Jan. & May • Assistant to Dean - registration : November/December/January (for spring); March/Apr (for fall & summer); May/June (for summer); student program data: August & Jan.; commencement – Feb. diploma order; Apr. diplomas rec’d; May diplomas & program prepared for ceremony. Updates to Course Guide, etc. and orientation – August. Student employment – Apr/May for summer & academic year.

6. Relation to Other Areas • What are the “hand-offs” to other areas? (Identify both the hand-off and the other area(s)) • GSSWSR Admissions matriculates incoming students & hands off to GSSWSR Dean’s Office and GSSWSR Office of Field Instruction • Dean’s Office provides Registrar functions (maintains student data, enrollment, transcript). Data used internally by administration and faculty and by other offices; e.g., Registrar, Institutional Research, Controller’s Office, Financial Aid, International, One Card, Library, Public Affairs (for Directory), Conferences & Events’ Commencement Office & Student Employment. • Enrollment data reported externally to NSLC every term. • Graduating students’ degrees are coded and then records available for Alumnae Office, Resources.

7. The Role of Outside Vendors • What outside vendors do you use to provide student service? Identify the service and the vendor • Josten’s for diplomas • UMI for dissertation publication/microfilms • Various for recruitment promotional items • Lee Wayne Corp. - messenger bags for incoming students • BMC Public Affairs (design), Star Printing (printing and mailing) - C.Ed. materials

8. Broader Context • What, if any, regulatory issues guide your provision of service? • GSSWSR is accredited by the Council on Social Work Education and has specific related requirements. • What, if any, legal issues guide your provision of service? • Federal student rights laws re records access (FERPA). • What, if any, professional association agreements guide your provision of service? • Council on Social Work Education • National Assoc. of Social Workers • Univ. of Penn Reciprocal Plan • Guidelines of American Assoc. of Collegiate Registrars & Admissions Offices

9. Issues Unique to your Area • GSSWSR is a professional school with adult students most of whom are working full or part time and/or have families. They are financing their education themselves (vs. parents paying). • Up to half of the students in the master’s program (70% of all SW students) are enrolled for 2 yrs (FT). • Students commute to campus (some from as far away as Washington, D.C.) for classes generally two days/week and intern at a field placement two to three days per week. • Avg. student age is 35; older students are not always as computer-savvy as traditional college age students. • Because GSSWSR is “self contained” staff are able to: • provide nearly “one stop shopping” for students from pre-admission through and after graduation; • fill in for each other, if not directly providing a service, at least providing detailed information and personal attention. • easily assist one another and share information & training. Since they are in close proximity they can learn from each other through observation and listening. And students are able to: • Get most of the services they need in the same building where they attend classes and visit faculty offices. For busy working adults, this is a huge plus, as is the easy access to parking.

10. Your wish list for new or improved student services if you had the resources • Better way to communicate with each other and with students without “information overload” • College web site that is easier for prospective graduate students to navigate • Enough I.T. to investigate, develop, document, support and train staff in full use of PeopleSoft and other software. • Complete on line application with data downloaded to PeopleSoft • Fee payment via credit card (e.g., enrollment, Continuing Ed.) • Way for students to make enrollment changes via self service without losing control of advising guidelines, balancing class size, etc.