2020-21 Annual Report – Ask UA Little Rock

Mission

The mission of this unit is to build a bridge from recruitment to enrollment of students through the eleventh day. This unit will lead efforts to:

  • Work with prospective students from the point of admission until the 11th day of classes.
  • Work with returning, new, and transfer students each year to communicate university business expectations (FAFSA, Navigating Financial Aid in BOSS, Payment Plans, connecting students to co-curricular experiences on campus)
  • Lead a campus-wide customer service campaign.

Summary Narrative

1) Enhance recruitment and retention efforts to increase enrollment

  • Orientation Leaders assist students with filling out admissions applications, and help new and current students with class registration. By doing this, the Orientation Leaders are promoting peer to peer connections to boost recruitment and retention efforts.

2) Strengthen student-friendly operations and customer service

  • Implemented QLess digital queue management system. Qless is an effective and convenient solution to schedule appointments and manage lines.
  • Created an Instagram account for the ASK Desk to promote services, events, information and outreach.
  • The SSC 2nd floor ASK Desk space was able to remove dividers, rotate the main check-in desk, and add additional seating space to create a more functional and welcoming space for students and guests.

3) Improve diversity and inclusion efforts to provide a safe and inclusive environment for students

  • Orientation Leaders attended training with our Multicultural Center to learn about promoting student success, personal growth, and a culture of respect and inclusion for our students.

4) Align financial and human resources to operate more effectively and efficiently

  • Utilized Orientation Leaders to assist at the ASK Desk after completing their Orientation Leader Training Program

5) Promote student development, engagement, and leadership

  • Utilized Orientation Leaders by providing continuation of leadership opportunities as they assisted our students while working at the ASK Desk

6) Other

  • There were 22,881 calls from August 2021-June 2021, and 3,808 Check-ins in Qless.
  • AskDesk has three components:
    • Phone
    • Desk
    • Email/Form
  • Merged into Trojan Transition and Assistance Center in 2020.


At a Glance

There were 22,881 calls from August 2021-June 2021, and 3,808 Check-ins in Qless.

AskDesk has three components:

  • Phone
  • Desk
  • Email/Form

Merged into Trojan Transition and Assistance Center in 2020.

Assessment 1

Type of assessment (learning outcome or operational)

Operational

Goal

To assess the customer service of each department under the Division of Student Affairs.

Activity or experience being assessed

The customer service experience of the campus community.

Assessment artifacts

Survey via QR Code and web address found on easily accessible posters posted within Student Affairs

The survey asked the following questions, with an option to leave additional feedback:

I’m satisfied with how the employee handled my inquiry.
This employee resolved my issue.
This person was timely in resolving my issue.
This person communicated in a clear manner.
This person was professional and courteous.
This person made me feel valued.

Time period assessment was done

FY 2021

Results

Despite having posters everywhere and adding the link to the survey in all Student Affairs email signature lines, there were no responses to the survey.

Continuous improvement process

The Division of Student Affairs will continue to develop ways to elicit the campus community’s feedback to better assess staff responsiveness, professionalism, and competency.


Assessment 2

N/A

AskDesk Coordinator wasn’t onboarded until August 2021, no assessments or annual goals were set.

Assessment 3

N/A

AskDesk Coordinator wasn’t onboarded until August 2021, no assessments or annual goals were set.

Priorities for Next Year

  • Reorganization of the Trojan Transition and Assistance Center; we will continue training and utilizing our Orientation Leaders to assist the ASK Desk which will continue growing peer to peer connections.
  • Qless Service Evaluation to be sent out in August after 1 full year of program usage. Students will be incentivized with prizes for completing a survey on customer satisfaction.