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ENROLLMENT MANAGEMENT
Processand
ProceduresManual
A N EMPLOYEE GUIDE TO THE DELIVERY OF ENROLLMENT SERVICES AND PROCESSES WIITH
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
Graduate Admissions 26
SEVIS Reporting 27
Scholarship Requests 28
Scholarship Appeals 30
Pro32
Verifications 33
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.
Assessment Metrics 51
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Introduction
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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• 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;
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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.
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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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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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. 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.
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
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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).
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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.
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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.
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.
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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
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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.
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15
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Freshman Admissions
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Transfer Admissions
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International Admissions
19
O E M
Non-degree Admissions
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21
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Admissions Communications
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Housing/Residence Life
23
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24
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25
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Graduate Admissions
26
O E M
SEVIS Reporting
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O E M
Scholarship Requests
28
O E M
29
O E M
Scholarship Appeals
30
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31
O E M
Processing Direct
Loans
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Verifications
33
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34
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36
4
Chapter
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&
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.
37
O E M
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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.
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The Screening Counselor will exhibit the following knowledge and skills
• Skills to effectively deal with job stress, angry clients/callers, and upset
customers.
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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 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 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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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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Chapter
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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.
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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:
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.
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.
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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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Chapter
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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:
2. Assess the issue presented by the client prior to direct interaction, and
consider the options available for successfully resolving the case, such
as:
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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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:
3. Personally take the client to the unit which can resolve the
case.
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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Chapter
O E M
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.
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8
Chapter
O E M
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:
¦
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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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:
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C. Survey Metrics
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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E. Reporting Metrics
For the purpose of external reporting, OEM will annually provide data regarding
the following specific metrics:
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