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Macon State College “ Knowledgeable Response”

Macon State College “ Knowledgeable Response”. Customer Service Training Program Presented by the Excellence in Customer Service Task Force Academic Affairs Fiscal Affairs Student Affairs 7-2010. “ Connections ” customer service training program. State of Georgia and

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Macon State College “ Knowledgeable Response”

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  1. Macon State College“Knowledgeable Response” Customer Service Training Program Presented by the Excellence in Customer Service Task Force Academic Affairs Fiscal Affairs Student Affairs 7-2010

  2. “Connections” customer service training program State of Georgia and University System of Georgia goals; Faster, Friendlier, Easier

  3. Five Customer Service Standards Courteous Helpful Accessible Responsive Knowledgeable

  4. Why do we do it? Golden Rule – We treat others as we would like to be treated.

  5. Macon State’s results? University System of Georgia Silver Award for Customer Service Institution of the Year, 2007, 2008 and 2009 Governor’s Commendation for Customer Service Excellence, 2008 and 2009

  6. So what do we need to do now? We continue to be Courteous, Helpful, Accessible, Responsive and Knowledgeable

  7. Knowledgeable Response Enhance student success by responding in a knowledgeable manner regarding new campus initiatives. Freshman Year Experience Public Safety Residence Life

  8. Pre-Test

  9. Macon State CollegeFreshman Year Experience

  10. Macon State CollegeFreshman Year Experience • What is Freshman Year Experience? • A comprehensive curricular, co- and extra-curricular program specifically designed to acculturate students to the Macon State College community and give them the tools needed to be successful in higher education and beyond. • While the FYE seminar course is a large part of the program, FYE is meant to pervade the entire campus culture and be freshman student centered and supportive.

  11. Macon State CollegeFreshman Year Experience “It is reasonable to conclude that there has been more carefully conducted research on, and more compelling empirical evidence gathered for, the first-year seminar than any other course offered in the history of higher education.”

  12. Macon State CollegeFreshman Year Experience “The two most frequently assessed outcomes associated with the first-year seminar have been its impact on retention and academic performance.”

  13. Student Retention Outcomes • Persistence to completion of the first semester of college • Persistence to completion of the first year of college • Persistence to completion of the sophomore year of college • Cumulative number of college credits completed • Persistence to junior and senior years • Persistence to degree completion • Time taken to degree completion

  14. Academic Performance Outcomes • Cumulative GPA attained at the end of the first term of college • Cumulative GPA attained beyond the first year of college • GPA attained vs. GPA predicted • Total number of first-year students in good academic standing • Total number of first year courses passed • Percentage of students who qualify for the Dean’s List and Honors Program

  15. Campus-Wide Impact • Promoting curriculum development • Stimulating instructional development of the faculty • Promoting linkages among different college programs, professional partnerships across different divisions or units, and a heightened sense of campus community • Promoting positive perceptions of students among faculty and staff

  16. Campus-Wide Impact • Enhancing institutional awareness and knowledge among faculty, staff, and students • Promoting new students’ enthusiasm for and commitment to their college • Increased student utilization of campus support services and participation in campus life • Facilitating student selection of a major and rate of progress toward degree completion

  17. Campus-Wide Impact • Enhancing college marketing and student recruitment • Enhancing enrollment management and institutional revenue • Early identification of first-term students who may be academically “at risk” • Serving as a vehicle for gathering assessment data on students at college entry

  18. Campus-Wide Impact • Promoting greater gains in student development from college entry to college completion • Increased student satisfaction with the institution • INCREASED RETENTION, PROGRESSION, AND GRADUATION RATES

  19. Macon State CollegeFreshman Year Experience • The Program • A three-credit-hour course • Outside the core curriculum • Taken in first semester • Mandatory for entering full-time, first-time students • Except transfers and Learning Support • Exempts MSCC 1000 and the PE requirement

  20. Macon State CollegeFreshman Year Experience • Topics Typically Covered in FYE Seminars • Time management - Stress management • Information/Library literacy - Campus resources • Campus safety - Getting involved • Diversity awareness - Healthy relationships • Learning styles - Study skills • Financial management - Ethical decision-making • Leadership opportunities - Academic advising • Service learning - Higher-level thinking • Career exploration - Effective communication • Health and wellness - Life management

  21. Macon State CollegeFreshman Year Experience • Learning Outcomes for Our FYE Seminars • Critical thinking • Global perspectives and citizenship • Information literacy • Resource literacy • Ethical behavior (integrity and civility) • Cultural Competency • Development of personal and educational goals • Appreciation of the college experience • Acculturation to the Macon State College community • Use of various communication styles: oral, written, and technological

  22. Macon State CollegeFreshman Year Experience The FYE program complements and works collaboratively with: • Academic Schools/Divisions • Academic Resource Center • Advising Center • Career Center • Counseling Center • Enrollment Management • Financial Aid • Institutional Advancement • Library • New Student Orientation • Residence Life • Student Life • Student Support Services

  23. Macon State CollegeFreshman Year Experience • Tracking and assessment • Beginning fall 2010, track student outcomes using pre/post tests • Beginning spring 2011, track retention and progression of the fall 2010 and subsequent Freshman Year Experience cohorts • Beginning spring 2011, conduct assessment on fall 2010 and subsequent Freshman Year Experience curriculum and course deliveries

  24. Macon State CollegeFreshman Year Experience • How can Macon State staff members help the FYE effort? • Embrace the concept of FYE • Understand the policies • Refer students who may have questions • Support instructors’ out-of-class activities • Support campus FYE activities • Take opportunities to “mentor” students

  25. Macon State CollegeFreshman Year Experience Questions?

  26. Department of Public Safety

  27. Public Safety 741-2414 Switchboard 2700 Plant Ops 2780; 5373 WRC, as needed for information President’s Ofc 2712, 2713 External Affairs 2722, 2723 Acad.Affairs 2730, 2731 Fiscal Affairs 2728, 747-2392 HR 2647, 2010 Institutional Advancement 6630, 3659 Ed Tech 5380, 5381 Con. Ed 2770, 2832 Library 2709 Financial Aid 757-6646; 2718 Student Affairs 757-7384; 2710 Communications for online posting and media notification 2549 Education 2544 RESA 475-8626, 475-8627 PSC Attendees LS Auditorium Attendees TAC 2023 Network 5376 Call Ctr 803-1202 Tech Resources 2720, 2636 Game Room Student Offices Career Center 2714 Business 2724, 477-0869 Nursing 2762, 2761 Admissions 2800, 5326 Bookstore 2719, 2073 Humanities 5792, 5793 Learning Support 2812, 5708 Acad. Advising 2792 Student Supp. 5356 Wellness Ctr 3620 Health Clinic 2092 Registrar 2853, 2900 Cafeteria 2858 Health Sci. 2783 Testing Ctr. 2050, 2547 Language Lab 2611, 5769 Music 5773 Science, Math & Engineering 2751, 2749 Information Tech 2801,2960 Social Sciences 5748, 5749 Business Office 2705 ARC 2057, 2034 Art Lab 5740 Counseling 2985, 2987 Theater and Rehearsal Hall Attendees Development 2732, 2733 LIB Coffee Shop 2738 The Call Tree may only be activated by Security, at the direction of the President or his designee. When the Call Chart is activated, persons notifying other offices are encouraged to use the following verbage: This is _____ calling from the Office of _________. The Emergency Call Procedure has been activated. Call the next office on the Call Chart and relay the following information”: MACON STATE COLLEGEMACON CAMPUSEMERGENCY CALL CHARTMarch 2, 2009In the case of an emergency after normal business hours,MSC Security will be responsible for notifying building occupants of any action required.

  28. Public Safety 731-9901 Di Medcalf Regular Hours 929-6700 Ike Taylor NIGHTS 929-6700 Plant Operations 929-6732 993-5046 (Cell) Executive Director Office 929-6710 Bookstore 929-6720 Tech Resources 929-6731 ARC 929-6770 396-2553 (cell) Bookstore 929-6720 (if open) 929-6733 Tech. Resources 929-6730 397-2250 (cell) ARC Staff 929-6770 Academic Advising & Counseling 929-6749 929-6750 Student Life Office 329-4741 Macon State CollegeWarner Robins CampusEmergency Call SheetJuly 12, 2010 Day Classes Evening Hours ‘til 8:30 The Call Tree may only be activated by Security, at the direction of the President or his designee. When the Call Chart is activated, persons notifying other offices are encouraged to use the following verbage: This is _____ calling from the Office of _________. The Emergency Call Procedure has been activated. Call the next office on the Call Chart and relay the following information”:

  29. Campus Emergency Notification System • Macon campus • Indoor and Outdoor speakers • Ability to reach all outdoor areas • Ability to communicate in all buildings at the same time • Ability to communicate in individual buildings • Can be activated by the Department of Public Safety by computer, radio frequency or cell phone • Capable of broadcasting pre-recorded or live messages.

  30. Emergency Care Procedures Guide

  31. Macon State College - Macon Campus 2010-2011 Emergency Care Procedures Guide The objective of the College is to place a sick or injured individual into the care of family, personal physician, or medical facility. Emergencies During Hours of Operation Life threatening emergencies: (severe blood loss, symptoms of heart attack, stroke, etc.) Go to ANY campus telephone and dial “9” for an outside line, then dial “911” for Macon/Bibb County emergency operator. Public phones are located in the following buildings: Learning Support, Library, Jones, Wellness Center, Humanities/Social Sciences, Professional Sciences Center and Student Life Center. Request a RESCUE UNIT and AMBULANCE be sent to the Macon State College entrance on Eisenhower Parkway. Dial “9”, then “471-2700” for the Macon State College operator. Advise operator of the situation and ask for a security officer to meet the ambulance and escort emergency personnel to victim. Patient will be transported to appropriate medical facility. Non-life threatening emergencies: Go to any campus phone, dial “ 9”, then “471-2700” and advise operator of the situation. General Information & Telephone Numbers MSC Campus Operator: 471-2700 DPS Phone Number:747-0155 Public Safety personnel may be reached by portable cellular phone at 747-0155. NOTE:Remember to dial “9” if you are calling from ANY campus phone. First Aid Supplies Minor first aid supplies (bandages, aspirin, antiseptics, etc.) can be found in the Office of Student Life and the Health Clinic. Emergencies After Hours of Operations Life threatening emergencies: (severe blood loss, symptoms of heart attack, stroke, etc.) Go to ANY campus telephone and dial “9” for an outside line, then dial “911” for Macon/Bibb County emergency operator. Public phones are located in the following buildings: Learning Support, Library, Jones, Wellness Center, Humanities/Social Sciences, Professional Sciences Center and Student Life Center. Request a RESCUE UNIT and AMBULANCE be sent to the Macon State College entrance on Eisenhower Parkway. Phone a Public Safety Oficer at 747-0155 and advise the officer of the situation. The officer will meet the ambulance and escort emergency personnel to victim. Non-life threatening emergencies: Go to any campus phone, dial “9”, then “747-0155” and request assistance of a Macon State College Public Safety official.

  32. Questions?

  33. It’s more than an option… It’s an opportunity.

  34. Residence Life or Housing • Residence Life – A dynamic program for residential students to gain leadership experience, learn life skills, and become active members of a campus community • Housing – The process of providing living arrangements for students on a college campus

  35. Professional Residence Life Staff • Director of Residence Life • Dr. Chris Summerlin • Previously director at Shorter and Darton College • 6 + years in Residence Life and Housing • Residence Life Coordinator • Keigan Evans • Previously RLC at Georgia Southwestern University • 3 + years in Residence Life and Housing • Live-on staff – Milton Johnson

  36. Student Staff • Resident Assistants • 6 Student Staff • Representing various areas of the campus community • Live-on staff • Provide after hours assistance • CPR/First Aid Certified

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