3.9 Student Affairs and Services

3.9.1 The institution publishes a clear and appropriate statement of student rights and responsibilities and disseminates the statement to the campus community.

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The TVCC Catalog includes a clear and appropriate statement of student rights and responsibilities in the section titled, “Policy of Rights, Conduct and Responsibilities.” Detailed information is contained under the headings of “Student Rights and Responsibilities,” “Academic Appeals Committee,” “Grievance Procedure,” and “Official Summons" [TVCC Catalog (pp. 48-53), Student Rights]. The Resident Life Handbook (2005-2006) informs students of additional rights and responsibilities that pertain to students living in campus residence halls. Additionally, TVCC Board Policy FLB (Local) outlines student rights and responsibilities as well as detailed information regarding the grievance and appeals process.  The TVCC Catalog (pp. 61-62), and the TVCC Academic Schedule (Spring 2006) inform students of rights and responsibilities regarding tuition, fees, and refunds.

The TVCC Catalog, TVCC Academic Schedule, and Resident Life Handbook are available in print, and the TVCC Catalog, TVCC Academic Schedule and TVCC Board Policy Manual are online. These publications are widely distributed and are available to students. Each new student receives an admissions packet that includes a TVCC Catalog, TVCC Academic Schedule, and admissions application. Printed college catalogs are available at orientation sessions at no cost to students. New students are instructed in orientation sessions to access the Web for the TVCC Catalog and TVCC Academic Schedule. A Resident Life Handbook is provided to each residential student as they move into campus housing. 

For a discussion of grievance procedures, see Federal Requirement 4.5.

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3.9.2 The institution protects the security, confidentiality, and integrity of its student records.   

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NARRATIVE: 

Trinity Valley Community College employs several measures to protect the confidentiality and security of student records to comply with the Family Education Rights and Privacy Act (FERPA). In line with TVCC Board Policy FJ (Local), TVCC informs students of the guidelines for release of directory information in the TVCC Catalog (p. 55), The TVCC Catalog states that unless the registrar's office is notified in writing by the student, certain information classified as 'public or directory information' may be released to the general public without prior written consent from a student.  If students request non-disclosure of their records, their statement of non-disclosure is kept in their file and recorded in the computer system to alert anyone using the system not to release the record (FERPA Non-Disclosure Alert).  Information is not released to third-parties without the written consent of any student who requests non-disclosure of directory information.   

The integrity, security, and confidentiality of student records are maintained by the office of the registrar. Student records are accessible to authorized personnel only. Records are maintained in hard copy and electronic format. The confidentiality of electronic student records is protected by two sets of access codes, including codes for the TVCC Network, and codes for access to TVCC's administrative student information management system (AS400).

The TVCC Network is protected by a digital firewall to keep persons outside of the network from accessing data.  The password system to access the network is a STRONG Password type (IT Services Password Policy). If a password is entered wrong three times, users are locked out of the system for 15 minutes.  After several failed attempts, a user is locked out until authorized personnel in network services allows entry into the system.

In addition to the security measures utilized for accessing the TVCC Network, there is another layer of security provided for the administrative computer system (AS400), which contains student records from 1989 forward. This system requires an additional password, which locks users out of the system after three unsuccessful login attempts.  This password cannot be reset until authorized computer center personnel resets the system.  Only authorized personnel have access codes that allow view and edit rights to student information. Access is limited to only the information necessary for the user's job.  The structure of the files allows for the tracking of individuals who access information and the specific information retrieved.  Students are blocked from all TVCC administrative files and student records.  Additionally, TVCC uses a filtering process to prevent access from different networks.

Student records are routinely scanned for backup and stored on the network with password protection (IT Services Backup Policy). Old records exist on microfilm or CD, with one copy in the vault and a second copy in a safety deposit box at a local bank.  Hard copies of student records are permanently maintained in a secure, fireproof vault located in the office of the registrar on the central campus in Athens.  Only authorized personnel are allowed access to the vault.  When hardcopy files are retrieved from the vault for updating, they are never removed from the immediate area of the vault, and proper procedures for retrieving and returning files is always maintained.

3.9.3 The institution provides services supporting its mission with qualified personnel to ensure the quality and effectiveness of its student affairs programs.

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NARRATIVE:

Trinity Valley Community College offers a variety of student services to assist students in accessing educational services and achieving academic success as outlined in the Board Policy Manual and the TVCC Catalog in support of TVCC's mission, purpose statement, and goals. Student services plays an integral role in creating an environment whereby students can learn and develop in holistic ways. Student services programs exist in order to meet the educational needs of the students and citizens of the service area.

Brief Description of Services & Qualifications of Personnel

Professional personnel employed to deliver services to students meet or exceed the Job Specifications and Requirements for each position as evidenced by the Human Resources Website and on the Roster of Student Services Staff (password required) . Each area, along with the personnel associated with that area is delineated below.

The student services department is organized into the following areas under the direction of the vice president of student services: admissions and school relations, registration and records, testing, guidance services, student financial aid, housing, international student services, student activities, intramural sports, campus safety, food service, and student support services.

Vice President of Student Services

The vice president of student services directs and supervises the student services division of the College. Included in the vice president's job duties is direct responsibility for international student advisement, housing, food service, and discipline. The vice president holds a Doctor of Education degree in counseling and guidance which exceeds the qualifications for the job.

Dean of Enrollment Management

The dean of enrollment management/registrar reports to the vice president of student services and is responsible for the supervision of admissions and records, registration, school relations, testing, and guidance services. The staff includes one professional, one paraprofessional, and five support staff members. The dean holds a Doctor of Education degree in secondary and higher education and the paraprofessional has a Bachelor's degree. Both positions meet or exceed the qualifications for the job.

School Relations

The director of school relations is responsible for new student recruitment, including traditional and non-traditional students. Shool relations staff attend College Day/Night programs, establish and maintain relationships with high school administrators and counselors in the TVCC service area, organize the annual Career Day and College Prep Day programs, and develop and disseminate TVCC recruitment literature. The school relations office is also responsible for campus information and visitation services. The office staff conduct campus tours, respond to request for catalogs, applications, schedules, flyers, and brochures. The office is staffed by on professional and one support staff member. The professional has a Master's degree, which exceeds the requirements for the position (see Comprehensive Standard 2.10 for more information).

Guidance Services

The guidance services office is responsible for providing academic advisement, orientation, counseling, career planning and placement, and disability services. Approximately 2700 students are served by the guidance services office on the Athens campus. The staff consists of a director of counseling, two counselors, one of whom is a licensed professional counselor.

The Palestine and Terrell campuses have counselors and guidance associates available to assist students. Palestine has a counselor and a guidance associate who serves approximately 1,060 students. Terrell has a counselor and a guidance associate who serves approximately 1,115 students. The Kaufman campus has a licensed professional counselor for approximately 350 nursing and health science students.

Counselors at all locations are available to assist students who are enrolled in distance education. Names, telephone numbers, and e-mail addresses of TVCC counselors are distributed on the Distance Education Website. Communication with distance education students is done primarily via e-mail. Counselors at the Palestine, Terrell and Kaufman campuses report to campus deans but meet regularly with the director of guidance services and other counselors to review and develop uniform practices and procedures for administering services to TVCC students. Each professional staff member in guidance services holds a Master's degree in counseling, guidance or a related field.

Testing

The testing center provides extensive testing services, including the component of the Texas Success Initiative Program (TVCC Testing Office Website), placement testing, GED, credit by exam, CLEP, ACT, and distance learning. The director of testing holds a Master's degree which meets the requirements for the position. The staff assistant has a Bachelor's degree and exceeds the requirements for the position. The LRC's on the Athens, Palestine, and Terrell campuses also serve as testing centers for students enrolled in distance education classes. LRC staff members proctor online tests in accordance with the testing policies developed by the testing center and are provided access to the online tests through passwords from instructors. The Virtual College of Texas (VCT) students also have access to any of the available LRC resources. (See Comprehensive Standard 3.8.1)

Financial Aid

The financial aid office is responsible for administering grants, loans, scholarships, and on-campus employment to students (TVCC Financial Aid Website). The office is staffed with a professional director and four support staff members. Terrell and Palestine campuses each have one guidance associate who primarily handles financial aid. The director holds a Bachelor's degree. The guidance associate at the Palestine campus holds a Master's degree, and the guidance associate at the Terrell campus holds a Bachelor's degree. All personnel meet or exceed the requirements for their positions.

Student Activities

The Director of Student Activities is responsible for providing social and cultural activities, including intramural sports for its students (TVCC Student Activities Website). The division also sponsors the TVCC Student Senate which provides an avenue for students to participate in the College's decision-making process. Additionally, a variety of clubs and organizations provide opportunities for group interaction. The office is staffed by a professional and a paraprofessional. Both have Master's degrees and meet or exceed the qualifications for the positions they hold.

Campus Safety and Security

The office of campus safety and security is responsible for providing a safe environment at TVCC (TVCC Campus Security Website). The department enforces College rules, and state and federal laws. A police chief, two certified police officers, and one security guard provides safety and security on the Athens campus. Additionally, two part-time security officers provide services for the Terrell and Palestine campuses. The chief of police has a Bachelor's degree and is a certified police officer. All personnel providing safety and security meet or exceed the requirement for the posit ions they hold.

Student Support Services

Student support services provides special educational support services to qualified students as defined by the U. S. Department of Education guidelines (TVCC Student Support Services Website). This program is designed to provide academic advising, counseling, tutoring, educational assistance, and cultural enrichment experiences for 350 low income disadvantaged and physically handicapped students. Three professionals and one paraprofessional operate the program. The three professional and one paraprofessional members have Master's degrees. All meet or exceed the requirements for the positions they hold. More details describing tutoring services are contained in Comprehensive Standard 3.4.9.

Quality Services and Evaluation:

The Student Affairs programs at TVCC are assessed periodically to determine the quality and effectiveness of its offerings. Generally, students are satisfied with the services they receive. In spring 2005, 96% of students indicated that they were "very much" or "somewhat" satisfied with their interactions with non-teaching staff (Graduating Student Survey-Services). Other indicators from this survey provide evidence of the quality of services provided, as 95% or more of respondents indicating that they were “very much” or “somewhat” satisfied with academic advising, the variety of student activities, opportunities to participate in club activities, opportunities for personal involvement in college activities, opportunities for student employment, and college sponsored social activities. Ninety-three percent indicated satisfaction with recreational activities.

The Spring 2005 Graduating Student Survey of Services indicated that 99.3% of respondents were "very much" or "somewhat" satisfied with the progress they had made in identifying career interests and formulating long term career and life goals. (Graduating Student Survey-Learning Environment). Ninety-two percent of students were satisfied with service provided by career counseling, and 94% were satisfied with the support they received to establish realistic educational goals (Graduating Student Survey-Services).

The results of the assessments are used to improve services and programs to enhance the development of students. The following section will provide some examples of how improvements are made to improve the delivery of services.

From the review and evaluation of the Career Day, it was also determined that high school juniors (rather than seniors) would benefit most from a program in the spring semester. The service area high schools were contacted, and they provided their support for this program. Career Day for juniors is held in March or April of each year. This program provides career exploration opportunities for prospective students.

Example 2 -- Trying to make the registration process more effective is a continuing area for assessment and evaluation undertaken with the leadership of the dean of enrollment management. Prior to fall 2005, TVCC exclusively utilized the arena method of registering students, which required students to register through making human contact with a TVCC employee (either face-to-face or telephone in the case of distance education students). The dean of enrollment management and the dean of computing services developed, tested, and implemented a self-registration system. This system allowed students to register using computer kiosks at our campus libraries for a period of several weeks prior to the beginning of the regular registration period. This system was pilot tested with a group of select students during fall 2005, and 34% of students (732 of 2,153) used this service. This reduced student complaints, improved registration processes during the arena registration period, and decreased the need for staffing during arena registration. Current plans include an expansion of this registration system to allow more students to register. This is also documented in the Administrative Outcomes submitted by the dean of enrollment management (Administrative Outcomes, Enrollment Management, Kiosks Registration Process).

Example 3 -- Financial aid processing was identified as being slow and cumbersome, with documents having to be shuffled from one campus to another. This meant that student files were often incomplete at the time of greatest need for financial aid processing, even though the student had submitted the appropriate paperwork. To remedy the communication and information lag, the Financial Aid office implemented four changes:

• The office received assistance from the Department of Education in the form of a Title IV Management Assessment in July of 2004.

• The college initiated the use of Ed-Express software in order to package Title IV funds electronically.

• The college purchased a document imaging program to scan documents to allow quicker access to student records by financial aid staff from any TVCC location.

• TVCC also added a secretary and loan specialist to the staff. The delivery of financial aid to students has improved dramatically.

Information available on student success prior to the implementation indicates that 94% of graduating students were "very much" or "somewhat" satisfied with tuition refund processes, while only 85% indicated satisfaction with financial aid services (Graduating Student Survey-Services). Results for fall 2004 were 79% and 88% respectively. It appears that improvements made to tuition refund processing resulted in greater satisfaction, while there was a slight decline in satisfaction with financial aid. However, anecdotal information indicates that improvements reduced complaints about service, increased the speed of processing financial aid, and enhanced the ability of staff to serve more students with greater efficiency (see Financial Aid Memorandum, January 4, 2006; Financial Aid Memorandum, February 8, 2006). Results from the spring 2006 Graduating Student Survey will be analyzed to determine if students are more satisfied with the new process. This is also documented in the Administrative Outcomes submitted by the Financial Aid Office (Administrative Outcomes, Financial Aid).

Example 4 -- The Testing Office identified changes that were needed to improve services to its constituents. Many of the frequently administered college placement tests, CLEP examinations, distance learning exams, and other assessment tools migrated to on-line administration in order to expedite the grading time for examinees. In 2002, the TVCC testing office had the capacity to administer 7 exams simultaneously. As a result of budgeting and identifying the need for change, the testing office has acquired 20 additional computers that are used for testing services. The additional computers have allowed for faster turn-around time on scoring for examinees, and has reduced the inefficiencies caused by inadequate testing capacity. The testing center has also streamlined the registration process for GED testing and developed a uniform and secure process for distance education testing (see Testing Office Memorandum, Feb. 9, 2006). This is also documented in the administrative outcomes submitted by the testing 0ffice (Administrative Outcomes, Testing).

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