2022-23 Unit Plan
Call Center

Mission Statement

支持中心的使命是为学生提供高质量的支持, faculty and staff, 通过回答问题和提供有关注册的准确信息来帮助公众, registration, and other campus services and resources.

Program Description

支持中心位于学院的学生服务部门之下，由学生服务副校长和学生服务主任监督. Our unit takes direction a Dean from Student Services. 支持中心的建立是为了向学生提供个性化的帮助，并通过提高学院的第一次呼叫解决方案来提高客户服务体验.  通过回答一些常见的问题，我们提供帮助，并在部门层面上释放资源. 

支持中心为新生提供有关入学过程的信息, Financial aid, important dates and deadlines, ID retrieval, MyBC login assistance, student email assistance, general navigation, busing information, fee information, cashiering and registration services, troubleshooting problems, and assistance with contacting college departments and personnel.

The Support Center is comprised of:
�	One (1) full-time Support Center Representative 
�	One (1) full-time bilingual Support Center Representative     
�	Five (5) Support Center Representatives who are 
        permanent part-time 24 hour employees (2 VACANT)
�	One (1) part-time grant funded Spanish speaking 
        Center Representative through Student Equity 
�	One (1) full-time Student Services Supervisor

During peak periods our call volume can exceed more than 500 calls per day.  监测软件将使支助中心能够更有效地管理资源, align staffing with peak student demand, and minimize caller wait times.


Accountability for Previously Funded Items


Accountability Item 1

Sesonal Workers


Amount: 7000.00
Used For Intended Purpose: Yes
Benefit


Student Learning/Administrative Unit Outcomes


        

        
        
        
Standards/Goals for Student Achievement (Instruction Departments)

        
            

        

        
        
        
Standards/Goals for Student Achievement (All Other Departments)

        

        

        
        
        
Strategic Direction

        

        

        
        
        
Program Review

        
支持中心被列入2016年全国十大赌博官网和记录项目审查.  程序审查验证小组建议呼叫中心获得一个跟踪呼叫的系统, monitoring the volume of calls and providing data to analyze outcomes.  呼叫中心实施这一建议的能力完全取决于通过增加请求获得资金.  This request is the 3rd item on the Call Center's Augmentation requests.


 

        

        
        
        
Department Goals

        

        



        
Future Development Strategies

        

                    
Strategy 1 - Quality Information and Access to Students

                    

                        
The Support Center is often the first point of contact for students. 我们的目标是以最有效的方式让学生及时得到答案. 


 


 

                        

                   
                            Initiatives
                            

                            
    
                                    
  • Modeling Sustainability
    • 
                                    
  • Enhancing a Culture of Completion and Goal Achievement
    • 
                                    
  • Supporting Student, Faculty and Staff Success
    • 
                                    
  • Using Data-Informed Processes for Continuous Improvement
    • 
                                    
  • Maximizing Resources to Support Student Learning
    • 
                            

                            


                        Supporting Rationale

                        




在过去的几年里，我们建立了一个学生服务网站，可以在主页“这里得到帮助”上访问。在我们的网站上有一个像“问我”这样的入口点是很有帮助的. 


 


 


 

                        

                    
                    
                        Supporting Rationale Alignment


                        Supports the College's Strategic Direction and Priorities: No

                        Supports Program Review Recommendations: Yes

                        Supports Course level SLOs: No

                        Supports PLOs: No

                        Supports ILO - Think Critically: No

                        Supports ILO - Communicate Competently: No

                        Supports ILO - Engage Collaboratively: No

                        Supports ILO - Work Effectively: No

                        Supports Meeting Vision for Success Goal - Credentials: No

                        Supports Meeting Vision for Success Goal - Transfer: No

                        Supports Meeting Vision for Success Goal - Time to Degree: No

                        支持满足愿景的成功目标-就业领域的研究:否

                        Supports Meeting Vision for Success Goal - Reducing Equity Gaps: No




    
                        
                    

                    
Strategy 2 - Customer Service and Sustainability

                    

                        
To provide the best service to students in a sustainable manner, 我希望尽可能保持知识最渊博的支持中心人员配备水平.


这就要求我们对学校的各个方面都了如指掌，以便准确地分享注册步骤, 我们的课程和服务，以及所有的资源，学生和员工可以用来选择和完成他们的目标.


 

                        

                   
                            Initiatives
                            

                            
    
                                    
  • Enhancing a Culture of Completion and Goal Achievement
    • 
                                    
  • Supporting Student, Faculty and Staff Success
    • 
                                    
  • Maximizing Resources to Support Student Learning
    • 
                            

                            


                        Supporting Rationale

                        
支持中心在去年经历了大量的人员流失. 训练有素的员工对于彻底回答学生的问题至关重要, accurately, and efficiently. This is particularly true during peak call times. 

                        

                    
                    
                        Supporting Rationale Alignment


                        Supports the College's Strategic Direction and Priorities: No

                        Supports Program Review Recommendations: Yes

                        Supports Course level SLOs: No

                        Supports PLOs: No

                        Supports ILO - Think Critically: No

                        Supports ILO - Communicate Competently: No

                        Supports ILO - Engage Collaboratively: No

                        Supports ILO - Work Effectively: No

                        Supports Meeting Vision for Success Goal - Credentials: No

                        Supports Meeting Vision for Success Goal - Transfer: No

                        Supports Meeting Vision for Success Goal - Time to Degree: No

                        支持满足愿景的成功目标-就业领域的研究:否

                        Supports Meeting Vision for Success Goal - Reducing Equity Gaps: No




    
                        
                    

                    
Strategy 3 - Utilizing Technology for Information Access

                    

                        
继续完善网上服务和学生自助服务导航.  学生仍然难以找到和理解的主要领域是:


    

  • 学生类型以确定正确的注册步骤和注册时间
    • 

  • Registration and transcript restrictions and clearance steps
    • 

  • Financial Aid requirements and missing documents and status
    • 

  • Status of when and if classes will be dropped and how payment plans work
    • 

  • Refund and important dates for short-term classes
    • 

  • How to apply for graduation
    • 

  • How to order a transcript, print a schedule, print a receipt, look up their GPA or request a Verification.
    • 

  • 评估要求，如何准备考试，结果和豁免
    • 

  • Orientation status, how to sign up for orientation and clearance options.
    • 

  • Selection of an Academic Program and Educational Goal.
    • 

  • How to retreive logins and access email
    • 

  • Bus information and routes
    • 



 


 


 

                        

                   
                            Initiatives
                            

                            
    
                                    
  • Supporting Student, Faculty and Staff Success
    • 
                                    
  • Using Data-Informed Processes for Continuous Improvement
    • 
                                    
  • Maximizing Resources to Support Student Learning
    • 
                            

                            


                        Supporting Rationale

                        
通过不断利用更新的技术，不断增加新的功能和在线服务，使学生们更加强大, reduces frustration, improves academic success and reduces phone calls.


去年，我们实施了一个学生服务常见问题页面，以帮助学生找到在我们的网站上仍然难以找到的服务.


我们还提供了在线帮助电子邮件服务，随着学生发现这是一种有用和及时的自助服务选择，该服务不断发展.


 


 

                        

                    
                    
                        Supporting Rationale Alignment


                        Supports the College's Strategic Direction and Priorities: No

                        Supports Program Review Recommendations: Yes

                        Supports Course level SLOs: Yes

                        Supports PLOs: No

                        Supports ILO - Think Critically: No

                        Supports ILO - Communicate Competently: No

                        Supports ILO - Engage Collaboratively: No

                        Supports ILO - Work Effectively: No

                        Supports Meeting Vision for Success Goal - Credentials: No

                        Supports Meeting Vision for Success Goal - Transfer: No

                        Supports Meeting Vision for Success Goal - Time to Degree: No

                        支持满足愿景的成功目标-就业领域的研究:否

                        Supports Meeting Vision for Success Goal - Reducing Equity Gaps: No




    
                        
                    

                    
Strategy 4 - Ongoing  support to Spanish Speakers

                    

                        
我们目前有(1)名全职的西班牙语讲师来协助我们的拉丁裔人口.  Student Equity funds and we were granted (1) Half-time worker. 


这种支持使我们能够请求并获得一个排队系统，现在可以让学生在每次打电话时都得到现场接线员的帮助.  我们把它带到了船上，我们能够帮助的说西班牙语的人数增加了两倍.  This extra position was funded through Student Equity.  我们将继续申请学生权益基金，以提供两名会说西班牙语的学生，为不断增长的人口提供有效的服务.  这是特别需要的，现在十大网赌正规平台承诺奖学金计划是提供给这些人口的梦想家和AB540.  我的理解是，我们即将成为一个西班牙裔服务机构，这给了我们更多的资金.


 


 

                        

                   
                            Initiatives
                            

                            
    
                                    
  • Enhancing a Culture of Completion and Goal Achievement
    • 
                                    
  • Supporting Student, Faculty and Staff Success
    • 
                                    
  • Maximizing Resources to Support Student Learning
    • 
                                    
  • Enhancing a Culture of Equity and Inclusiveness
    • 
                            

                            


                        Supporting Rationale

                        
有会说西班牙语的工作人员在固定时间工作，这样我们就可以为学生提供现场接线员，以获得个性化的帮助.  我们发现，在没有实际操作员帮助的情况下，这些人对留言或提问犹豫不决.  有(2)个接线员在我们开放的时间在线，或者设置几个小时的讲西班牙语的人，这对为这群人提供平等的服务很重要.


有了额外的工作人员，我们还可以接触到目前的拉丁裔学生，并为他们提供在线服务.  让这些学生上网，我们的大部分服务，我们希望将有助于他们的成功.


 


 

                        

                    
                    
                        Supporting Rationale Alignment


                        Supports the College's Strategic Direction and Priorities: No

                        Supports Program Review Recommendations: Yes

                        Supports Course level SLOs: No

                        Supports PLOs: No

                        Supports ILO - Think Critically: No

                        Supports ILO - Communicate Competently: No

                        Supports ILO - Engage Collaboratively: No

                        Supports ILO - Work Effectively: No

                        Supports Meeting Vision for Success Goal - Credentials: No

                        Supports Meeting Vision for Success Goal - Transfer: No

                        Supports Meeting Vision for Success Goal - Time to Degree: No

                        支持满足愿景的成功目标-就业领域的研究:否

                        Supports Meeting Vision for Success Goal - Reducing Equity Gaps: No




    
                        
                    


        
    
    
    
        
Requested Non-Financial Resources

        

            
            
        

    


        
Current Financial Resources

        

            
The Support Center has used SSSP, 根据需要提供非信贷SSSP和学生权益基金，并将在需要时继续提供.


 


 


 


 

        
    
    
    
    
    
            
Augmentation Requests

            

                
                    
                    

                        Original Priority
                        Program, Unit, Area
                        Resource Type
                        Account Number
                        Object Code
                        One Time Augment
                        Ongoing Augment        
                    

                    

                        Description
                        Supporting Rationale
                        Potential Alternative Funding Sources
                        Prioritization Criteria
                    

                    
                    
                    
                    

                
                
                
                        

                            1
                            SSSP, Student Services, Support Center
                            Personnel
                            11-000-700-1-649005
                            52390
                            $7,000.00
                            $7,000.00
            
            
                        

                        

                            Seasonal Worker Budget for Vacancies, Registration and Orientation periods
                            支持中心有2名FT员工和5名PT员工，在高峰时段每天接听多达600个电话. Support Center has become the "support center", helping students with troubleshooting situations, matriculation process, and many other questions that require an increase of time, 预算反映了在高峰时段为PT员工提供额外的工作时间，以及时支持来电者. 
                            
                                
    
                                        
  • Student Equity and Achievement Program
    • 
                                

                            		
                            
                                
    
                                        
  • Meeting enrollment targets
    • 
                                        
  • Improving Processes: a. Data and Reporting; b. Internal Communications
    • 
                                

                            		

                        

                        

                            2
                            SSSP, Student Services, Support Center
                            Operating Expenses
                            11-000-700-1-649005
                            56411
                            $3,500.00
                            $3,500.00
            
            
                        

                        

                            Budget for Headsets, equipment and basic supplies
                            由于我们每年接到的电话数量很大，接线员经常会戴上耳机.  Additionally, paper, envelopes, printer cartridges, business cards, binders and other supplies are needed for outreach, training and day to day operations.
                            
                                
    
                                

                            		
                            
                                
    
                                        
  • Meeting enrollment targets
    • 
                                

                            		

                        

            
                
            


    

    
    





 8/2/23