Accreditation - Hartnell College!!

Institutional Self Evaluation – 12-05-12
K-16 Bridge Program (academic program linking area K-16 institutions)
Transfer/Career Center
TRIO Student Support Services Program
Veterans Services
K-12 Outreach
SERVICE ASSESSMENT AND REDESIGN TO SUPPORT STUDENTS
The college and the Division of Student Affairs utilize a variety of surveys, program reviews,
assessments, and evaluations (both internal and external) to determine the mix and efficacy
of its student support services and to, as needed, revise the array, timing, and delivery of
services in support of student learning and achievement.
For example, from 2004 to 2006, the Division undertook a comprehensive program review of
each of its services and programs utilizing the Productivity Effectiveness Efficiency
Responsiveness (PEER) assessment model. In 2007-08, Student Affairs personnel assisted in
seeking information from the community. They designed a student survey that specifically
asked questions to help better understand how the community rated the student services
offered. This set of questions became part of the comprehensive Salinas Valley Vision 2020
study that surveyed and/or interviewed nearly 1,300 service area residents, family members,
leaders, employers, business owners, and students.
In late 2007-08, Division management and staff reviewed processes and outcomes in order to
create a comprehensive narrative, plan, goals, and resource requirements as part of the
college‘s Educational and Facilities Master Plan. In late 2008, the college engaged the
services of the Monterey Institute for Social Architecture (MISA) to lead an assessment of
our enrollment (http://www.misa.ws/Hartnell/Enrollment/Home.html) services (Admissions,
Financial Aid, Counseling, Assessment) in order to determine the strengths and weaknesses
that resulted in any barriers to student engagement, retention, and success. Throughout 2009,
Division management and staff met over several facilitated workshops and retreats to
reorganize the flow, structure, and location of student support services in order to better align
student support services both programmatically and physically.
In the summer of 2009, the Admissions & Records Office and the Financial Aid Office were
merged into one area in the new location. The Student Affairs redesign team also developed a
new Enrollment Services Specialist position that also serves as a ―one stop‖ position.
Employees in these positions are able to assist students who have admissions, records, and/or
financial aid questions instead of being directed to another department.
In addition, the department restructured its operating hours to better meet the high demand of
students seeking financial aid. The area went from being open 53 hours per week to 40 hours
per week in 2009-10. Although the reduced financial aid hours continue to today, the
customer and employee satisfaction has improved. By closing the office to students, financial
aid staff are able to process financial aid files at a much faster pace. Processing time has gone
from 12-16 weeks for verified files before the change down to 8-12. The staff developed a
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