MUSC Education & Student LifeCommunication Forum

April 28, 2010DR. DARLENE SHAW, ASSOCIATE PROVOST

MUSC Education & Student LifeCommunication Forum

April 28, 2010DR. DARLENE SHAW, ASSOCIATE PROVOST

AgendaAgenda

• Wins!• Yes Campaign • Appreciation Prizes!!• Employee Insights• Student Satisfaction Survey Results• Staff Recognition 3rd Quarter Winners!!!• Questions & Answers• Announcements/Updates

Education & Student Life Connecting for

Success…

WINS!WINS!David Howell – Promoted to Student Services Program Coordinator II

Misty McKee – Promoted to Info Resource Consultant I

Patrick Cassano – Rehired as Student Services Program Coordinator I

WELCOME NEW TEAM MEMBERS…

Lane Siggelkow – Enrollment Management

SWC Exercise Instructors and Part-time Employees:

Megan Brett Jennie Brooks Emily Hawkins

Summer Thomas Tracy Sanders James Patt

Louise Brown Prisca Denton Jennifer Jones

Laura Tulga Stephen Maraist

Robin Zettl Jana Sabrina Martinez

Education & Student Life Connecting for

Success…

WINS!WINS!UNIVERSITY APPLAUSE AWARDS

Sharon Gilliard Howie Schomer

Nancy Lemon Mary Ellen Lenhardt

Kat Logemann Bobby Shaw

Katie Blaylock Gilbert Bradham, Jr.

Michelle Muir Ronnie Hayes

Tyler Cross Amy Leaphart

Steve Zimmerman Damon Amella

Martha Lipton Benita Schlau

Lisa Kerr Jamie Moore

Education & Student Life Connecting for

Success…

WINS!WINS!

Fit It In Student Workout Program

Successful new interprofessional course,

Transforming Health Care for the Future

Division Faculty:  Amy Blue, Laurie Charles, DaNine Fleming, Darlene Shaw, and

Tom Smith

Education & Student Life Connecting Students…

Inducted in

Bridge Run

11th Annual Campus Safety

Conference$14,400 Profit for

CHE

4th Annual CLARION

Inter-professional

Case Competition

Wrote aNationally Acclaimed

Paper

Tom SmithAmy Blue

David HowellLiz SheridanJim Tomsic

Willette Burnham

Rhonda WaltersAlicia Lockard

Kevin SmuniewskiNadia Mariutto

Wendy Littlejohn

Presentation

Physicians

Conference

Hall of Fame

TeamworkSuccess

Education & Student Life Connecting Professions…

Excellence!

MUSC YES Campaign

MUSC Student Services Fund

Minority Scholarship Fund

Student CenterFund

Earl B. HigginsFoundation Fund

Education & Student Life Connecting through Giving…

Presented by:

Whitney McLuen, Office of Development

Becky Dornisch, Director of Annual Giving

ESL

Appreciation Prizes!!

Education & Student Life Connecting with

You…

Service

Supervisors set a good, positive and

professional example; staff ratings improve

by 4%

People Quality FinanceGrowth 90% or more of ESL

Faculty and Staff are pleased to be working @

MUSC

90% or higher of Faculty/Staff believe they made the right choice in

selecting MUSC

85% or higher of Faculty/staff & students

evaluate MUSC’s culture as valuing diversity

5% improvement in employee response to

supervisors recognizing individual efforts

Employee Insights SurveyEmployee Insights Survey• Why: Solicit feedback on how to better serve you and

create the best possible work environment

• Who: All FTEs in ESL; 57 responses received (~ 57%)

• What we asked:

1. How would you rate employee morale in your unit?

2. What is your supervisor doing to set a good, positive and professional example?

3. Please give an example or two of common mistakes a supervisor might make that undermines his/her professionalism.

4. Given budgetary constraints, what are some ways other than monetary compensation that your supervisor could reward you for a job well done?

Education & Student Life Connecting with

You…

How would you rate employee morale in your unit?How would you rate employee morale in your unit?

The majority (70%) of ESL employees said morale is Good or Excellent; only 11% feel morale is Poor or Terrible, while 19% perceive morale as Fair.

Education & Student Life Connecting with

You…

Practicing what they preach 14

Respects and supports employees 13 Having a good attitude, even in crisis situations 13

Being a good listener and communicator 10

Recognizing successes, not just failures 7

Most common responses N times provided

What are some common mistakes a supervisor might make that undermine his/her professionalism?

What are some common mistakes a supervisor might make that undermine his/her professionalism?

Not leading by example (lacking punctuality, tact or even-temperament) 16

Micromanaging--lack of trust/respect 12

Not having a consistent standard of performance 10

Not communicating on time or effectively 8

Not listening; being defensive 7

Most common responses N times provided

What are some ways other than monetary compensation that your supervisor could reward you for a job well done?

What are some ways other than monetary compensation that your supervisor could reward you for a job well done?

Most common responses N times providedSincere gratitude; Applause awards recognizing individuals 21

Time off; long lunches; early release 18

Gift cards (could be donated) 12

Flexible schedules (e.g., 10 hour days, no Fridays) 6

Office retreats; office lunches 4Casual day 4

Additional training; travel to conferences 3

Better parking 2Better equipment 2

Terminate unproductive employees 2

How we will use your insights to make ESL even better:

How we will use your insights to make ESL even better:

• Communicate these results with supervisors• Standards of behavior part of supervisor EPMS • Strengthen appreciation activities

Encourage use of Applause Award program

Allocate modest Discretionary $$ to each unit

Nominations for Qtrly Employee Recognition Awards

Gift Cards for on the spot recognition

Results from Student Satisfaction Survey

2009-2010

Division of Education & Student Life

Darlene Shaw, PhD Associate Provost Education &

Student Life

16

ESL Student Satisfaction Survey Administered online (Survey Monkey) from

March 15-26, 2010

No identifiers collected

Announcements of survey were made through multiple channels (letters to Deans, student broadcast message, personalized email request, SGA leaders and Student Programs involvement)

17

Skip logic employed in the survey to reduce time to complete (~5 minutes); organized differently from last year’s survey

After completing the survey, students could register (on a different site) to be entered to win $50 (odds of winning were 1 in 50)

Excellent response rate (904 vs. 636 in 2009)

36% of MUSC student body responded

Sample demographics reflect student population

18

Service

Provide support to International Program

Development as evidenced by a 25%

increase in the number of international students

provided services through ESL

Supervisors set a good, positive and

professional example; staff ratings improve

by 4%

Total expenses will not exceed the FY10 revised budget

(Not to exceed 10% utilization of reserve funds for one-time

major expenditures)

33% increase in Interprofessional student

events/activities sponsored by ESL

People Quality FinanceGrowth

Education & Student Life

90% of students agree they made the

right choice by selecting MUSC

Students evaluate ESL services with

an overall satisfaction rate of

90% or higher

90% or more of ESL Faculty and Staff are

pleased to be working @ MUSC

75% of graduating students agree their understanding of the contributions of other professions to health

care delivery or research increased

through their experience @ MUSC

90% or higher of Faculty/Staff believe they made the right choice in selecting

MUSC

85% or higher of Faculty/staff &

students evaluate MUSC’s culture as valuing diversity

As we begin our pursuits in Excellence – we will be striving to reach or exceed the top quartile in most key areas (some unmeasured as indicated below). Once benchmark data are available, we will establish step goals to move forward and toward higher levels of achievement.

5% improvement in employee response

to supervisors recognizing

individual efforts

ESL Service Pillar Goals:ESL exceeds goals!

Percent who agree significantly > 90%, p’s < .01

97% 96%

20

96% 97%

ESL’s success is due to the performance of each Unit

Center for Academic Excellence Academic J. AriailWriting Center Support

Counseling & Psychological Services A. LibetStudent Financial Aid Office of G. OhlandtRegistrar’s Office Enrollment

University Admissions Management

Student Health Services L. BlumenthalStudent Programs W. BurnhamWellness Center B. Shaw

Unit Director

21

What kind of data were collected for each Unit?

• Utilization by students--either: (1) unaware of this service, (2) aware but haven’t used, or (3) used at least once

• Of those who answered “used at least once”, we asked whether they agreed with the following statements:

• The service provided met my needs

• The staff are competent at their jobs

• The staff are caring and helpful

• The staff were sensitive to my or other students’ cultural differences

• The hours, availability, and/or number of staff were sufficient to help me

• Opportunity for written comments students wished to provide

22

Units by Utilization

Students’ feelings about services at the top of the list have substantial impact on overall ESL satisfaction ratings

Among services in top tier (75% utilization or higher), if student did not agree that “Service X” met needs, s/he was 3-12 x more likely to provide “dissatisfied” rating for question about overall satisfaction with ESL

Maximizing rates of satisfaction with Admissions, Student Health, Wellness Center and Financial Aid is critical to ESL continuing to achieve its goal of 90% or better satisfaction ratings

23

Satisfaction data collected from only users of the service

24

1. The service provided met my needs

2. The staff are competent at their jobs

3. The staff are caring and helpful

4. The staff were sensitive to my or other students’ cultural differences

5. The hours, availability, and/or number of staff were sufficient to help me

What percentage of users agreed or strongly agreed with each statement?

What percentage of users agreed or strongly agreed with each statement?

Performance outcomes for each Unit: Target is 90% of students agree that the service

“met my needs”

25

97%

2010

98%

2009

92%

89%

96%

96%

99%

98%

91%

97%

99%

80%

88%

96%

95%

99%

98%

91%

Performance outcomes for each Unit: Target is 90% of students agree that the

“staff are competent at their jobs”

26

97%

98%

87%

94%

99%

98%

99%

>99%

92%

2010

97%

99%

80%

92%

97%

96%

99%

99%

92%

2009

Performance outcomes for each Unit: Target is 90% of students agree that the

“staff are caring and helpful”

27

98%

98%

86%

97%

99%

98%

99%

99%

86%

2010

97%

98%

77%

93%

99%

98%

99%

99%

88%

2009

Performance outcomes for each Unit: Target is 90% of students agree that the

“staff were sensitive to my or others’ cultural differences”

28

99%

98%

97%

97%

99%

98%

>99%

99%

93%

2010

97%

98%

95%

98%

99%

99%

99%

99%

98%

2009

Performance outcomes for each Unit: Target is 90% of students agree that the

“hours, availability, and/or number of staff were sufficient to help me”

29

98%

98%

89%

94%

93%

90%

>99%

92%

80%

2010

Percent of students satisfied with Others Services:Target goal is 90% of students are satisfied

30

2010

90%

91%

94%

99%

96%

2009

83%

90%

83%

99%

88%

Summary

A big WIN for us all! ESL Pillar goals exceeded, due to strong performance within each Unit; in all cases we either remained excellent or improved from 2009!

Analyses of Unit results within ESL and across colleges help us make data-informed decisions about where to increase awareness of services and how to increase student satisfaction rates

Your Unit directors will share additional unit-related outcomes with you

31

Employee Recognition Awards 3Q 2010

WINNERS!!!

NANCY LEMON

NADIA MARIUTTO

TANYA THORNHILL

KYLE CONNELLY

TYLER CROSS

LISA FENNESSY

Education & Student Life Connecting

People…

CONGRATULATIONS!

Feedback

Answers

Questions?

Education & Student Life Connecting with

Students…

Employee Insights, Student Satisfaction Survey Results,

EPMS SERVICE PILLAR GOAL SUCCESS

TOTAL WELL-BEINGEDUCATION

HEALTH & WELLNESSINTERPROFESSIONAL

DIVERSITYRECREATION

TECHNICAL SUPPORTFINANCIAL MANAGEMENT

COMCODMCONCHPCOP

COGS

MUSCEnrollment Mgt

Student ProgramsStudent Health

Wellness CenterAcademic Support

AdministrationETS

CAPSC3

STUDENTS

Announcements

COLLEGES

Education & Student Life Connecting Six

Colleges…

One University!

From Dr. Darlene Shaw, Associate Provost

Education & Student

Life Elemental