In support of WCC's mission, Student Services provides non-instructional services that contribute to the development of students' personal and marketable skills as well as basic learning skills. The services that are provided also enable students to transfer successfully to other colleges.

The Student Services Division is staffed with qualified personnel who have the appropriate training and credentials for the positions they fill. The staff stays abreast of current issues and trends by joining professional organizations and attending conferences and professional development workshops in their areas of expertise. Staff performance appraisals are done annually to ensure competence in job performance, encourage professional growth, and develop goals/objectives for areas of deficiency.

A cohort of community colleges similar to Wayne Community College was surveyed to compare the credentials of other Student Services staff to WCC's staff. The cohort survey revealed that Wayne Community College's staff has credentials comparable to those of the Student Services staff at the cohort colleges.

Table 2 Comparison of Degrees Held by Student Services
Personnel at Wayne and Four Similar Colleges

The services and programs provided by Student Services are also comparable to those of other colleges in the cohort survey. The Senior Vice President of Student Services, Associate Vice President of Student Services/Financial Aid Director, Director of Admissions and Records, and Director of Counseling Services have been active in building and implementing the new statewide community college computer information system. As a pilot college in this project, Wayne Community College is able to offer more web-based services to its students than the other colleges in the survey.

Table 3 Comparison of Student Services Provided by Wayne and Four Similar Colleges

In order to evaluate and improve student services, a variety of surveys and Continuous Improvement Projects (CIPs) are completed. From 2000 to 2003, CIPs focused on the following student services, documents, or procedures:

• Retention
• Low Enrollment Programs
• Tabloid
• Advising
• Marketing
• Recruitment

The following are just a few of the outcomes from these CIPs:

• Student retention has increased 6% (61% to 67%).
• The college applied for and received a NCCCS Student Recruitment Grant.
• The college established the Top 10 Scholarship Program high demand areas of employment and marketed the program in Wayne County.
• The tabloid (schedule of courses) was completely revised.
• A dedicated Advising Center for college transfer students was opened in Fall 2004. The center staff advised 970 students in Fall 2004.
• The WCC website was remodeled.
• A new WCC logo and motto were developed.
• New phone system was installed to remind registered students to pay their tuition before the deadline.
• Additional financial aid workshops are being done throughout the community.

One of the surveys used to evaluate Student Services is the Graduate Satisfaction Survey. Students complete this survey when they apply for graduation. It reports the number of graduates who indicate that the quality of the college's student support services met or exceeded their expectations. The information generated by this survey responds to a state-mandated performance measure. To meet the standard, WCC has set a goal that each student services department must have at least 90% of graduates report their satisfaction with the quality of services. In all most every instance, WCC's services meet the standard.

Another survey used in the evaluation process is the WCC Student Services Survey. This survey is generally administered in the fall and asks students to rate each service: excellent, above average, average, below average, unsatisfactory. If any service falls below the 90 percent level, that area must write a response that includes a follow-up activity. Comparisons are also done with prior surveys in order to determine progress toward achieving goals.

Table 5 Student Evaluation of Educational Support Services

Analysis of 2002 Student Services Survey

Admissions and Records. Students reported that services in this area were average to excellent 92 % or more of the time in response to questions on admissions and records (first contact, ease of completing application, clear correspondence, ease of registration, drop/add process). Students indicated a high level of knowledge (86%) of the process to drop/add classes. This information is provided as part of the orientation course (ACA 111).

Counseling Services. Survey items that deal with the career center and counseling services indicated that 82% or more felt positive about their experience in the career center, placement testing, course placement and counseling sessions. A survey of evening students indicated a low level of knowledge regarding evening counseling services. As a result, the CAMNET system (a campus wide closed circuit television information system) provides continuous information to evening students.

Financial Aid. The survey of financial aid services indicated a relatively low level of knowledge (59%). However, as the results of the survey and the subsequent recommendations show, the number and amount of funds to Pell recipients has increased. For example, in 1999-00, there were 918 (22%) recipients receiving $1.6 million, in 2002-03, there were 1339 (29%) recipients receiving $2.7 million, and in 2003-04, there were 1401 (31%) recipients receiving $3.2 million. This increase is, in part, the result of efforts to communicate to students through CAMNET, the college web page, direct mailing, financial aid workshops in the community, and ACA 111 classes.

Student Activities. The survey included questions concerning student activities and the expected low response rate is due in part to the following factors: students maintaining full or part time jobs, family responsibilities (average age of WCC students is 29), and commuting students. In order to improve student knowledge of and participation in student activities, information tables are set up during registration, "club day" is held each semester, ID cards and parking stickers are now issued in the student activities area, and the student lounge area has recently been renovated to allow for more small group activities.

Wayne Community College evaluates employee performance on an annual basis with recommendations for improvement in order to ensure high quality services. The outcomes from the surveys referenced above lead to continuous-improvement projects led by the President.