Assessment: Looking Back to Succeed Ahead. Melissa Neidigh Associate Director of Operations Residence Life University of Montana

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1 Assessment: Lking Back t Succeed Ahead Melissa Neidigh Assciate Directr f Operatins Residence Life University f Mntana

2 Thse wh cannt remember the past are cndemned t repeat it. Philspher, Gerge Santayana 1905

3 Time fr Assessment What kind f assessment d yu currently d in yur ffice? What kind f assessment bligatins d yu have at a divisin r campus level? Hw many f yu are respnsible fr assessment at yur jb?

4 Assessment Lking at assessment frm different angles.

5 What is assessment? Assessment is any effrt t gather, analyze, and interpret evidence which describes institutinal, divisinal, r agency effectiveness. (Upcraft and Schuh, 1996, p. 18) Cst effectiveness Custmer satisfactin Meeting custmer needs Cmplying with prfessinal standards Cmparisns with ther institutins Strategic planning Plicy develpment & decisin making

6 Assessment Cycle

7 Assessment Prcess Plan D Check Act

8 Assessment Methds/Tls Interviews Departmental users acrss campus Dcument analysis Review by Disability Services and Freign Student Services ffices Observatin Orientatin Fcus grups Students Rubrics Student Emplyee Learning Outcmes Tracking System Ticket Tracking System fr departmental supprt Surveys Off Campus Merchants, Departmental Users, Campus Cmmunity Peer evaluatins External review

9 Assessment Plan

10 Key Perfrmance Indicatrs KPIs help t define and measure prgress twards rganizatinal gals. Reflect rganizatinal gals Quantitative/numbers that can cme frm a variety f surces Examples: Number f crss-campus cllabratins/partnerships Custmer satisfactin with staff Custmer satisfactin with card prgram services Number f prgrams and/r participatin at each Awareness f services Number/amunt f flex spending depsits made Number/amunt f ff campus spending Number f cards prduced Number f ff campus merchants

11 Griz Card Center KPIs

12 Benchmarking

13 Observing Orientatin were recrd enrllment years fr UM 2400 Orientatin Students Fall 2011 Fall 2012 Fall 2013 Orientatin Students Needed t find a way t accmmdate and the fllwing strategies were implemented and assessed

14 Orientatin Lked int remving the payment cllectin Nt pssible t d withut apprval frm Bard f Regents Added anther pht taking statin N real effect Added anther printer N real effect Mved Card Office t a temprary lcatin N lnger n the first flr and in the pen bad idea Changed ffice layut and traffic flw Line mves faster, nt as much cngestin, mre pprtunity t mingle

15 Changed Office Layut Old Layut New Layut

16 Student Fcus Grups

17 Student Fcus Grups Based n feedback frm fcus grups Develped a new marketing strategy Printer statin in atrium wrks great fr rientatin Re-design f the campus card and the Griz Card Center lg Better printing ptins with UMney Students were ppsed t putting the athletic ticketing prcess nline Ability t rder replacement cards nline and pick them up Cmmunicatin preferences: pt-in s, Facebk

18 Student Fcus Grups

19 Ticket Tracking System Average Respnse Time (in Days) Jan - Mar Apr - June July - Sept Oct - Dec

20 Ticket Tracking System Average Time is takes a ticket t be clsed (Days) Jan - Mar Apr - June July - Sept Oct - Dec

21 Off Campus Merchant Survey Purpse f the survey is t assess verall satisfactin, marketing effrts, and the value f the prgram The 2012 survey results suggested that mre awareness f ur marketing effrts was necessary The 2014 survey results suggested that there was mre awareness f ur marketing effrts, but it als suggested that the value f the prgram may be decreasing

22 Off Campus Merchant Survey 2012 Data Awareness f the map 27% Awareness f TV ads 19% Awareness f Facebk 19% Overall high value 72% agree r strngly agree 18% neutral 9% disagree 2014 Data Awareness f the map 33% Awareness f TV ads 50% Awareness f Facebk 33% Overall high value 50% agree r strngly agree 50% neutral

23 100% 90% 80% 70% 60% 50% 40% 30% 20% 10% Dissatisfied Satisfied Very Satisfied Departmental Satisfactin Survey Satisfactin with respnse time f the Griz Card Center staff when yu encunter an issue with the POS machine. 0%

24 100% 90% 80% 70% 60% 50% 40% 30% 20% 10% Dissatisfied Satisfied Very Satisfied Departmental Satisfactin Survey Rate yur satisfactin in the actins that The Griz Card Center staff tk in respnse t yur prblem verall. 0%

25 100% 90% 80% 70% 60% 50% 40% 30% 20% 10% Satisfied Very Satisfied Departmental Satisfactin Survey Hw satisfied are yu with the training yu received frm the Griz Card Center staff n yur POS machine? 0%

26 Internal Review

27 Internal Review Dcumentatin, dcumentatin, dcumentatin Updated the missin statement Partnered with Student Affairs IT t be champins n the card prgram Card prgram versight mved directly under the Assciate Directr f Operatins fr Residence Life and a prgram crdinatr psitin was added Regular review f campus-wide plicies at staff meeting Website meets WCAG 2.0 accessibility requirements

28 External Review

29 External Review Cnfirmatin that the Griz Card is the One Card n campus Lng term strategy f access cntrl crss campus Push fr adding at least ne card access dr t every building Printing ptins that accept UMney Find an alternative t HigherOne Mck disaster recvery including data recvery Mre training cncerning federal and state regulatins.

30 Strategic Plan Objectives fr the Strategic Plan Staff develpment Student staff training Departmental user training Off campus merchants Cntactless technlgy Student emplyee learning utcmes Assessment manual Disaster recvery plan Assessment data

31 Audits Partnership with Schl f Business and Internal Audit t cmplete an Internal Audit Student Affairs IT perfrmed an IT Audit

32 UM s First Lckdwn

33 UM s First Lckdwn Lking back what did we learn fr the future? Have an message drafted and ready t cut and paste Replace the phne and cmputer that were remved in the back ffice A mnth later Snw Day Lckdwn! Cut & pasted with details Lcked dwn drs frm hme Ntified Public Safety wh they culd call fr questins regarding drs

34 Questins?

35 Thank yu! Melissa Neidigh University f Mntana Assciate Directr f Operatins Residence Life Griz Card Center Manager

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