Hannelly Enrollment Center
When the doors opened to Phoenix College’s new Hannelly Enrollment Center on January 3, 2012, a new era of student services at the flagship institution of the Maricopa Community Colleges was launched.
With 74 employees on hand to help staff the center, students there that day were the first to experience the school’s new processes for handling all aspects of enrollment services. Whether their issues involved Admissions & Records, Financial Aid, Advisement, Cashier’s Office, Recruitment & Retention, or Veterans Services, they were able to get their questions answered and their enrollment needs handled in a single building.
But the new 17,000-square-foot physical addition to the existing Hannelly Center was only one part of the equation that went into the successful opening. The college’s new approach to providing student services in a more streamlined and efficient manner was the result of three years of master planning, both in terms of the physical design and human capital needed to staff it. Now, those processes are leading to new inter-departmental collaborations, broadened employee skill sets and a high-tech, high-touch philosophy that is resonating with students. And it is occurring in an environmentally friendly building that was built to optimize the new collaborative approach.
Or as one director involved in the effort commented, “It sends the right message to students that they are valued and their total college experience matters.”
In this model, services such as admission and records, academic advising or financial aid are provided under the auspices of Enrollment Services. The idea is that students will receive a point of contact service model with a complement of services as needed. In the past, if a student needed three services, such as financial aid, advisement and cashiers, they had to visit three different buildings and possibly stand in three different lines. The new One-Stop process changes that so while students may still end up in a line to get their initial service, they are then sent on to the next service without being put back in a queue.
At the heart of the new process model is the Welcome Desk. That’s where students go first and where student services specialists must “triage” the needs of the student and get them to the appropriate service provider. Sometimes that means sending them to one of the 16 self-serve computers. Other times they are put directly in a queue.
While adjustments and tweaks will always be made as part of the continuous improvement process, students and others should know: the new era has begun.