"Generation 4" - Integrated Student Services

Student Services Focus

Sinclair has a long tradition of innovation and commitment to continuous improvement. Each generation of student services has improved and created a better student experience by building on the lessons learned from the previous generation.

Transactional to Transformative: G1 Original Legacy Services, G2 Specialized Dispersed Silos, G3 One Stop Centers, G4 Integrated High-touch High-tech Wrap-around Services. Completion-focused, innovative and student-centered.

Generation 4 is the next stage in the evolution of student services. G4 will more intentionally address the academic, financial, personal, and career needs of our students. This comprehensive approach will lead to increased student success and completion.

Sinclair will leverage four main components to successfully integrate and implement the plan.

Generation 4: Four Main Components

Generation 4 Main Components: Technology
  • LIFT (Leveraging Information for Transformation) – Data Analytics
  • MAP (My Academic Plan) – Advising Tool
  • SSP (Student Success Plan) – Case Management Tool
  • Accelerate IT – competency based education
  • Desire to Learn – Learning Management System
  • Hobson’s Radius – Customer Relationship Management System
Generation 4 Main Components: Partners
  • Bill & Melinda Gates Foundation
  • Dayton Power & Light
  • League for Innovation in the Community College
  • Mathile Family Foundation
  • National Science Foundation
  • Civitas Learning
  • U.S. Department of Education
  • U.S. Department of Labor
  • Regional employers
  • Area school districts
  • Colleges and universities
Generation 4 Main Components: Facilities
  • Create a clear starting point for students
  • Fewer offices to visit
  • Clear line of sight of essential services
  • Improve efficiencies and integration of services
Generation 4 Main Components: People
  • Comprehensive cross training of staff for greater student engagement
  • Holistic advising for students' academic, career, personal and financial success
  • Custom training meeting area employers needs

The Student Experience

Generation 4 is a more responsive student services system that will deliver a superior student experience. This new generation is built on a personal approach that focuses on providing consistent high quality service from cross-trained staff who use state of the art technology. Shorter wait times, fewer hassles, and more timely communication will lead to more satisfied and motivated students.

Current Experience

Expected Experience

Support Locations

All students must go to disparate locations for:

  • Enrollment
  • Academic Advising
  • Financial Aid
  • Orientation
  • Registration & Student Records
 

All students go to one easily identifiable location for all needs including:

  • Enrollment
  • Academic Advising
  • Financial Aid
  • Orientation
  • Registration & Student Records
Availability of Services

Students may not receive a full and complete level of service as current staff have limited training and exposure to other enrollment related departments.

 

Students’ issues resolved quickly as staff is cross trained in areas of Financial Aid, Registration & Student Records, Orientation and Enrollment to provide holistic support.

Additional Support

Students must go to a different location for any needs beyond the scope of initial department.

 

Students with issues requiring intensive support would have access to on site specialists (i.e. Financial Aid Officers on-site).

Customer Service

Students receive varying levels of customer service.

 

Students receive a consistent standard of high quality customer service with cross-trained staff.

Student Entry & Retention

Students are more likely to “give up” if they do not have access to someone who can assist them.

 

Students are more likely to follow through when they have personal support in completing all enrollment process steps.

Individualized Wait Times

Students have a standard “wait” experience and are seen on a first-come, first-serve basis, regardless of individual needs.

 

Student needs “triaged” at first point of connection to minimize wait times.

 

NEW G4 Integrated Service Flow

The new G4 Integrated service flow is based on having all essential student services located on the 3rd floor of buildings 10 and 11 on the Dayton Campus. The physical integration of these student services will create a clear starting point for students and eliminate the run-around between multiple offices/locations. There will be improved and more efficient of processes and levels of service by aligning offices with similar functions.

New integrated service flow on the third floor skywalk of building 10 and 11 to include: Campus visit and tour, apply for admissions, apply for and start the financial aid process, take the ACCUPLACER placement test, meet with an academic advisor or coach, attend new student orientation, register or classes and pay tuition.

Project Timeline

March 2015 Project approved by Sinclair Board, June - November 2015 Develop & approve design, January - February 2016 finalize design & project plan, March - April 2016 begin renovation

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