2021-22 Annual Report-ASK Desk

Mission

The mission of this unit is to build a bridge from recruitment to enrollment of students through the eleventh day of class. 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
  • ASK Desk student workers and Orientation Leaders assist students with filling out admissions applications, and help new and current students with class registration. By doing this, the ASK Desk workers and Orientation Leaders are promoting peer-to-peer connections to boost recruitment and retention efforts
2) Strengthen student-friendly operations and customer service
  • Managed QLess digital queue management system for the second year. QLess is an effective and convenient solution to schedule appointments and manage lines.
  • Grew our UA Little Rock New Students Instagram account for the ASK Desk to promote services, events, information, and outreach.
  • The SSC 2nd floor ASK Desk space was able to rotate the main check-in desk, update banners and signs around the desk, remove all COVID-19 plexiglass, remove all COVID-19 signage, 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.
  • Some TTAC staff completed the Safe Zone training.
4) Align financial and human resources to operate more effectively and efficiently
  • Leah completed all required HR trainings
  • Leah completed multiple training sessions with Wendy Johnson on budget and Workday processes.
5) Promote student development, engagement, and leadership
  • 20 Orientation Leaders completed the Orientation Leader training program divided into 4 weeks, consisting of in-person training with all offices in the Division of Student Affairs.
  • Hired 2 Orientation Leaders to assist at the ASK Desk after completing their Orientation Leader Training Program.


At A Glance

There were 23,121 calls from July 2021- June 2022, and 4,054 Check-ins in QLess.

AskDesk has three components

  • Phone
  • Desk
  • Email/Form


Assessment 1

Type of assessment (learning outcome or operational)

Student Learning: Interpersonal competence

Alignment with UA Little Rock Goal

Prepare students for success

Activity or experience being assessed

Meet with Directors/leadership in each office to hold a training session to further help our knowledge of services they provide.

Assessment artifacts

A survey will be created after the training is complete to test the knowledge of each student worker and employee within the TTAC.

Time period assessment was done

July 2021-June 2022

Results

We asked a total of 12 questions to six of the ASK Desk student workers. They averaged 16/19 points, with a range of 11/19 points on the quiz. 5 questions were answered correctly by all students. 2 of the students answered all of the questions correctly.

This quiz was a great opportunity to see where we need the most training and how to best help our student workers at the ASK Desk. 4 of our students either didn’t miss any questions or only missed 1 question throughout the entire quiz. Upcoming training opportunities for students at the ASK Desk in regards to Records and Registration, Admissions, Financial Aid, Transfer Student Services, I believe everyone will not miss one question the next time the quiz is given.

Continuous improvement process

We have added additional ASK Desk training throughout the year to reach 100% on the quiz for the next year.

Adding in monthly training at the ASK Desk/6-month check-ins with the Director of TTAC.

WHEN: December 2022/July 2023


Assessment 2

Type of assessment (learning outcome or operational)

Operational Assessment

Alignment with UA Little Rock Goal

Prepare students for success

Activity or experience being assessed

Researching peer institutions websites for information on best practices for a help desk/welcome center website being created.

Assessment artifacts

Create a 5 question survey. 3 multiple choice, 2 open responses for the general population of students on campus who visit the ASK Desk, and employees of the student support offices that we assist.

Time period assessment was done

October 2021- research was conducted on peer institutions.

Results

Survey was not completed due to losing the TTAC Director/Orientation Coordinator in July/August of 2021

Continuous improvement process

New Communication & Outreach Coordinator onboarded in June 2022.

WHEN: June 2023
Stateholder involvement / Communication plan

Results reported to TTAC Director/AVC Enrollment Management


Assessment 3

Type of assessment (learning outcome or operational)

Operational Assessment

Alignment with UA Little Rock Goal

Strengthen and support the human resources and infrastructure necessary to fulfill UA Little Rock’s mission

Activity or experience being assessed

Have students and guests answer questions on a survey about how their experience with our ASK Desk was.

Assessment artifacts

A student focus group. Twice a year (November and March) we will have the ASK Desk student workers, students and visitors answer a 4 question survey.

Time period assessment was done

March 2022

Results

We had 37 students fill out the survey. The questions were

  1. How was your experience at the ASK Desk
  2. Was the ASK Desk a welcoming space when you checked in?
  3. Did you feel that the ASK Desk workers were interactive and engaging with you?
  4. Was there anything that could have made your experience better at the ASK Desk?
    29 students said they felt that their experience at the ASK Desk was great. 35 students stated they felt that the ASK Desk was a welcoming space.

35 students stated they felt that the ASK Desk workers were interactive and engaging.

A few good notes of feedback on how to make the student experience better at the ASK Desk was shorter wait times to see offices, the room was warm due to all of the windows. The rest of the answers were blank or had no suggestions for updates.

Continuous improvement process

We have talked to Facilities Management and the Associate Vice Chancellor about looking into getting blinds for more coverage of the windows at the desk. We have reported feedback to the offices about wait times, and what we can do to shorten the length of times students have to wait. The majority of wait times that are complained about are during peak seasons.

We will continue to work through wait times with student services departments, and being very open with our communication to students about how long a student will have to wait if there is a line.

WHEN: December 2022
Stateholder involvement / Communication plan

TTAC Director, Communication and Outreach Coordinator, AVC for Enrollment Management to review feedback in the future months and continue to communicate any suggestions for improvement.