Program Health Indicators - University of Hawaiʻi
Kap‘olani Community College
ACADEMIC SUPPORT SERVICES
PROGRAM REVIEW PROCEDURES AND MEASURES
12/15/08
Introduction
The Academic Support Services at Kapi‘olani are decentralized and not the purview of a single administrator. The Library and Learning Resources and the Center for Excellence in Learning, Teaching and Technology are overseen by the Vice Chancellor for Academic Affairs. Tutoring, on the other hand, is delivered under the auspices of the Dean for Student Services and the Dean of Business Education and Arts & Sciences.
As a result of the decentralized provision of services, there is no unified mission statement for the varied services at this time.
LIBRARY & LEARNING RESOURCES
Mission Statement
The Mission of the Library and Learning Resources unit (includes Computer labs and Testing) is to support the vision of Kapi‘olani Community College by providing an innovative environment for learning and research. To accomplish this mission, the LLR shall:
• Provide access to and instruction in the use of informational tools and resources,
• Collaborate with faculty, staff, students and community to enhance instruction, learning and research, and
• Be a gathering place (both physically and virtually) for cultural exchange and diversity in learning through development of collections, creation of original content, and participation in exhibits and performances.
Description of Program
The Library and Learning Resources Unit consists of the Library, Computer labs, and the Testing Center.
• The Library provides services for faculty, staff, students and the community. These services include reference, information and instruction services; issuance of ID cards, book and electronic resources, printing and photocopy services, and group study rooms.
• The open Computer labs include Cybernesia and the Lama lab. Both the Cybernesia and Lama labs provide basic computing resources and services for students including Microsoft Office, internet access, and assistance with online registration.
• The Testing Center provides placement testing services, online testing, distance learning testing, proctoring services for a fee, special student services and make-up testing.
The LLR currently:
• Provides library access to over 2800 users daily
• Holds over 75,000 volumes in its collections
• Circulates over 22,000 items per year
• Answers 5500 reference questions annually
• Instructs 2800 students per year on library services
• Provides computer access for 54,200 users per year
• Provides Compass placement and proctoring services to over 12,500 users per year
• Provides TOEFL testing to 215 users per year
Goals:
1. The LLR will promote student success by providing and maintaining student services that will serve to improve student success rates and satisfaction.
2. The LLR will invest in the learning environment by establishing a 3-year replacement and maintenance plan for all computer hardware and software designated for open access.
3. The LLR will champion diversity in local, regional, and global learning by recognizing our responsibility to honor and strengthen the Hawaiian language and culture and to serve the Native Hawaiian community.
4. The LLR will invest in the learning environment by developing a flexible, physical infrastructure that adapts and responds to a complex and changing environment, and addresses the needs of a diverse and dynamic student population.
Part I. Quantitative Indicators for Program Review
|Library Data |
| |
|Demand |
| |
|Student (FTE): |4,282 |
|Number of Faculty FTE (not incl. Lecturers): |241 |
| |
|Efficiency |
| |
|FTE librarians per student and faculty FTE: |.0015 |
|7 librarians, 4,282 FTE of students and 241 Faculty.7 ÷ 4,523 = | |
|FTE library support staff per student and faculty FTE: 7 support staff, 4,523 students and |.0015 |
|faculty. 7 ÷ 4,523 = | |
|Hours of service per week: |54.5 |
|Number of presentation sessions: |223 |
|Number of students attending presentation sessions per student FTE: 2,851 ÷ 4,282 = |.67 |
|Number of reference and informational questions per student and faculty FTE: 5,560 ÷ 4,523 =|1.22 |
|Fall semester gate count per student and faculty FTE: 134,070 ÷ 4,523 = |29.64 |
|Total materials expenditures per student and faculty FTE: $88,048 ÷ 4,523 = |$19.47 |
|Net volumes added per student and faculty FTE: 433 ÷ 4,523 = |0.095 |
|Library budget allocated by college per college budget $915,218 ÷ 38,862,877 = |.020 |
|Circulation per student and faculty FTE: |5.76 |
|26,083 ÷ 4,523 = | |
| |
|Outcomes |
| |
|Number of intra system items borrowed: |550 |
|Number of online books and articles retrieved per student and faculty FTE: 140,848 ÷ 4,523 =|31.14 |
|Common Student Learning Outcome: The student will evaluate information and its sources critically. |
|Mean, median and mode of call numbers H, Q, R, and T |
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18. Satisfaction Measurements using common survey questions
|Satisfaction with finding books |67% |
|Satisfaction with finding articles |74% |
|Satisfaction with library staff |82% |
|Satisfaction with instruction sessions |67% |
|Satisfaction with Library website |77% |
|Satisfaction with library’s computers |71% |
|Satisfaction with library’s study areas |73% |
|Testing Data |
| |
|Demand |
| |
|Campus Enrollment (FTE): |4,282 |
| |
|Efficiency |
| |
|Hours of operation per week: |46 |
|Number and description of staff: 1 FTE Educational Specialist Pay Band A |1 FTE |
|Student help hours per week: |140 |
|Number of Compass tests administered per year: |4,672 |
|Number of Distance Learning tests per year: |244 |
|Local campus tests proctored per year: |9535 |
|Testing Budget per College Budget tests: $124,075 ÷ 38,862,877 = |0.003 |
|Outcomes |
|Satisfaction measures using common survey questions 1-5 scale |
|Testing staff is friendly and helpful |4.80 |
|Hours at the testing center meet my needs |4.66 |
|Atmosphere at the Testing center is conducive to testing |4.50 |
|Services at the Testing center are satisfactory |4.58 |
Computer Services/IT Support
Efficiency
9. Number of student computers per FTE: 131/4282 =.0305
Part II. Analysis of the Unit
The majority of the Library and Learning Resources budget focuses on the purchase of online and electronic resources that support distance learning, computer and testing equipment and support, and student assistants to assist with learning. The data on the Mean, Median, and Mode dates of the collection reflect the paucity of spending on book materials – the last large infusion of book monies was in 1991 and this is reflected on the mode data provided. To alleviate the problem of an aging collection, the Library subscribed to an ebook collection that provides access to over 36,000 digital books.
The Library conducted student surveys in 2007 and 2008 and the responses are shown in the table below. The data from 2005 are also listed to show the comparison and the obvious dissatisfaction with services while the library was being renovated in FY2007. The ten-month renovation of the Library roof and the air-conditioning system that was completed in August 2007 resolved many of the complaints registered in the 2005 survey and provided a more stable environment for library materials. The most common complaint in 2007 was vehement opposition to construction work that restricted access to Library books and study spaces despite extensive efforts by Library staff to provide uninterrupted services and alternative access to resources, including a courier service to the UH Manoa Library and new electronic databases.
For 2008, the ID card services got the highest number of positive responses with 89% of users being satisfied. Library reference service and satisfaction with the study areas has shown an increase in positive responses over the past three surveys. Library hours continue to be of concern to over 31% of our users. Of the free text comments, 100% of our users were not satisfied with the food and drink policy (no food) and commented that coffee or a vending area would increase their satisfaction.
Student Survey Satisfaction
| |2005 |2007 |2008 |
| | | | |
|Library hours |69% |57% |69% |
|Library ref service |71% |67% |82% |
|Online articles |68% |71% |74% |
|Lib orientation |63% |72% |67% |
|Borrowing books |80% |54% |67% |
|Lib study areas |n/a |51% |73% |
|Computers |65% |62% |71% |
|Obtaining ID Cards |82% |73% |89% |
The Library continues to have heavy activity in the use of library computers, the borrowing of laptop computers, printing from Library computers, and the use of library study space. Library staff have adapted to the many changes necessitated by the renovation, and to use it as an opportunity to experiment to provide enhanced services to our users. Library computer statistics will be available for FY2008/09 as a new collection instrument was added in June 2008.
A position was funded to support Native Hawaiian resources and supports our 3rd goal.
Our Computer labs (Cybernesia) and the Testing Center provided services for over 4600 students to take the COMPASS tests year round. In FY2007, the Chancellor pronounced that the college’s goal was to have 30% of all classes be online classes. The statistics show a sharp increase in the number of online/distance learning testers and over 9500 students to utilize the online testing services annually. In January 2008, a position from the library was re-described to serve as a second Educational Specialist PBA to support the computer lab and testing.
Strengths:
• There is a strong demand for services of the LLR, in particular the areas of testing, electronic and technology resources and study space.
• The faculty and staff are committed to student learning and have a strong service-oriented outlook.
• Vacancies for the Hawaiian Resource specialist and the Educational Specialist (Computer lab) were filled in FY2009.
• There is an excellent relationship between the LLR and the CELTT unit in discussing and implementing new technology and changes.
• The staff is flexible and adaptable to a myriad of situations.
• The library facility is able to maintain temperatures that are ideal for books and for computer equipment.
• The library has a good relationship with Student Congress, who purchased 22 laptops for students to use in the library.
Weaknesses:
• The Computing labs and Testing Center are insufficiently staffed or funded for the increased enrollment counts. Equipment, software licensing, upgrades, and replacement of equipment are unpredictable and contingent upon special funds.
• Professional development and training are underfunded and it is important that we begin to invest heavily in this area to keep up with the knowledge and current technology required.
• The number of computers available for student use is not sufficient. In addition, the library depends heavily upon donated computer equipment or for special funds to replace equipment.
• The print collection needs to be updated.
Library Health status – Healthy
Computing and Testing status - Cautionary
Tutoring Data
Demand
1. Campus Enrollment (FTE): 4,282
Efficiency
| |IT |
|Total Copies |1,945,094 |
|Copies per FTE |454.2489491 |
Outcomes
1. Satisfaction Measurements Using Common Survey Questions: No customer satisfaction surveys were conducted for this program review period.
Instructional Multimedia Support Services
Demand
1. Campus Enrollment (FTE): 4,282
2. Number of Faculty: 380, of which 180 are lecturers
3. Number of Staff: 150 total (90 APT, 60 Civil Service)
Efficiency
4. Hours Open Per Week: Normal hours of operation range from 7:30am to 10pm based on conferencing needs and HITS course scheduling.
5. Number and Description Of Staff
During this period two g-funded regular full time employees provided support services in this area. A significant portion of work was performed by three additional employees whose salaries were covered by an Olelo grant.
|IMD Staffing: Regular Full-time Employees |
|Status |Title |
|APT Media Specialist |Distance Learning Coordinator |
|Faculty |Faculty |
|IMD Staffing: Temporary or Casual Employees Funded by Olelo |
|Status |Title |
|APT Media Specialist (temporary) |Producer/Director |
|Casual Hire |Closed Captioner |
|Casual Hire |ePortfolio Support |
6.
7. Student Worker Hours Per Week
|Student Workers |Title |Hrs/Wk |Source |
|A21 - $8.50 |Production Assistant |13 |Olelo |
|A33 - $10.15 |Production Assistant |20 |Olelo |
|A21 - $8.50 |Production Assistant |14 |CELTT |
|TOTAL HOURS PER WEEK IN REGULAR SEMESTER |47 | |
8. Hours of ITV or Cable Programming Produced
|Credit Course Programming |
|Course |Credits |Length of Program |Sessions Per Week |Duration in Weeks |Hours Locally Produced|
|ESS100 |3 |75 minutes |2 |16 |40 |
|ED 285 |3 |60 minutes |2 |16 |30 |
|SP 181 |3 |75 minutes |2 |16 |40 |
|Subtotal | | | | |110 |
| |
| |
|Continuing Education Course Programming |
|Course |Credits |Length of Program |Sessions Per Week |Duration in Weeks |Hours Locally Produced|
|EMS(CME) |0 |60 minutes |1 |16 |26 |
|Subtotal | | | | |26 |
|Informational Programming |
|Course |Credits |Length of Program |Sessions Per Week |Duration in Weeks |Hours Locally Produced|
|Koa Gallery |0 |30 minutes |1 |32 |16 |
|Kupuna Connections |0 |60 minutes |1 |32 |32 |
|SHIG Happens |0 |30 minutes |1 |32 |16 |
|Subtotal | | | | |64 |
|Grand total |200 |
9. Number of Video or Audio Conferencing Events Supported
|Month-Year |ITV/HITS and Videoconference Room Requests |
|8/1/2007 |8 |
|9/1/2007 |8 |
|10/1/2007 |17 |
|11/1/2007 |12 |
|12/1/2007 |2 |
|TOTAL |47 |
10. Faculty/Staff Professional Development Events Offered & Number of Participants
|Fall 2007 |
|Attendees |279 |
|Unduplicated attendees |137 |
|Departments |33 |
|Workshops |45 |
|Workshops |
|4Ts: Students in Distress |
|KapCC ePortfolio System |
|ePortfolio: Intro to Matrix |
|Geek Girls: Social Bookmarking |
|Impatica Demo |
|Malama Pono |
|McGraw Hill Demo |
|Protecting Sensitive Info Session With Jodi Ito |
|Sakai Sneak Peek |
|Student Engagement Mini Academy |
|Talk Story |
|MS Excel |
|MS Word |
|MS PowerPoint |
|Using Active Learning and Self-Assessment to Enhance Student Learning |
|WebCT Demo |
11. Closed Captioning Services
The closed captioning process is depicted in the chart below. We provide dubbing, captioning/subtitling, and transcription services. The courses for which we provided transcription and closed captioning are listed below.
|Course |
|ED 285 |
|SP 181 |
|Shig Happens |
|JPN 131 |
|Shig Happens Promo |
|KCC Campus Promo |
12. Classrooms Equipped Per Total Classrooms: A total of 178 classrooms are equipped with multimedia equipment that is maintained by CELTT. This accounts for virtually every classroom on campus.
Outcomes
13. Satisfaction Measurements Using Common Survey Questions. The department did not survey clients using the common survey questions which were selected for use by the community college in fall 2008, a year after the reporting period. Surveys will be put in place in fall 2008 and will be included in the next program review report.
Computer Services And It Support
Demand
14. Campus Enrollment (FTE) : 4,282
15. Number of Faculty: 380, of which 180 are lecturers
16. Number of Staff: 150 total (90 APT, 60 Civil Service)
Efficiency
1. Hours Open Per Week: 55 hours per week with the schedule:
Monday – Thursday: 7:30am to 7:00pm
Friday: 7:30am to 4:30pm
2. Number and Description Of Staff
|Care Center and Information Technology Unit Staffing |
|Status |Title |
|IT Specialist |Help Desk Specialist |
|Clerk-Typist |Clerk Typist |
|AV Technician |Help Desk Specialist |
|AV Technician |Repair Shop Manager |
|IT Specialist |Banner Technical Lead |
|IT Specialist |IT Specialist |
|IT Specialist |Help Desk Specialist |
|IT Specialist |IT Specialist |
|IT Specialist |IT Specialist |
|IT Specialist |Network Administrator |
|IT Specialist |IT Specialist |
3. Student Worker Hours Per Week
|Student Worker |Title |Hrs/Wk |
|A21 - $8.50 |Technology Room Assistant |16 |
|A21 - $8.50 |Help Desk Technician Aide |15 |
|A21 - $8.50 |Help Desk Technician Aide |10 |
|A34 - $10.50 |Instructional Computing Assistant |8 |
|A21 - $8.50 |Network Support Aide |8 |
|A21 - $8.50 |Help Desk Technician Aide |20 |
|TOTAL HOURS PER WEEK IN REGULAR SEMESTER |77 |
4. Loan Pool Equipment Loan and Set-Up Requests Received: A total of 333 requests were received in the program review period as shown in the table below.
|Month |Total Requests |Average Weekly Count |
|Aug |97 |24.25 |
|Sept |67 |16.75 |
|Oct |86 |21.5 |
|Nov |50 |12.5 |
|Dec |33 |8.25 |
|TOTAL |333 |16.65 |
5. Help Desk and Computer Services Counts Per Week and Average Processing Time: A total of seven-hundred and thirty-five trouble calls were received by our Customer Care Center. The table below shows identifies the nature of the calls with monthly counts and a weekly average.
|Primary Issue |Aug |Sept |Oct |Nov |Dec |TL |
|Computer Hardware Repair |18 |9 |8 |2 |0 |37 |
|Networking |52 |17 |14 |5 |2 |90 |
|Phone |48 |14 |5 |15 |7 |89 |
|Software Install |8 |13 |7 |3 |0 |31 |
|User Software Support |41 |34 |46 |39 |9 |169 |
|Virus/Spyware |1 |3 |3 |1 |1 |9 |
|Wireless Network Access |204 |187 |159 |95 |39 |684 |
|AVERAGE WEEKLY COUNTS |127.5 |91 |78 |56.75 |17.5 |74.15 |
6. Number of faculty and staff computers: Approximately 500 computers.
7. Number of student computers per FTE: CELTT provides primary support to a handful of computer labs, thus we cannot make an accurate estimate. The total number of computers in these labs we support is about 257.
8. Number of Work Order for Repair and Upgrade of Computers, Printers and AV Equipment and Average Processing Time:
|Primary Issue |Aug |Sept |Oct |Nov |Dec |TL |
|TOTAL |36 |36 |23 |17 |1 |113 |
9. Wireless Coverage Per Campus: 98% of the campus has access to the wireless network. The chart below lists buildings, number of wireless access points, and square footage of coverage provided by those access points.
|Building |WAP |Square Feet |
|Chapel |0 |0 |
|Iliahi |6 |1,344,000 |
|Ilima |6 |1,344,000 |
|Kalia |3 |672,000 |
|Kauila |8 |1,792,000 |
|Koa |0 |0 |
|Kokio |6 |1,344,000 |
|Kopiko |6 |1,344,000 |
|Lama |9 |2,016,000 |
|Maile |0 |0 |
|Mamane |0 |0 |
|Manele |2 |448,000 |
|Manono |3 |672,000 |
|Mokihana |1 |224,000 |
|Naio |5 |1,120,000 |
|Ohelo |3 |672,000 |
|Ohia |5 |1,120,000 |
|Olapa |6 |1,344,000 |
|Olona |5 |1,120,000 |
|Olopua |0 |0 |
Outcomes
1. Satisfaction Measurements
Campus faculty and staff request service, report problems, and make equipment loan requests using the department’s online request form. Upon receipt of the request, the client receives a confirmation email. Upon completion of the request, the client receives and email invitation to complete a customer satisfaction survey. The survey respondents rate the staff’s effectiveness, customer service, knowledge, and their overall experience with the Center. Results are show in the tables below. The total number of respondents is 106.
CELTT Services Budget Per College Budget
CELTT’s budget is $1,165,886 or 3% of the total campus budget ($38,862,877).
Analysis Of The Unit
Given the level of funding and staffing, the unit is highly productive and efficient based on output, client demand, and client satisfaction. Resources in the department are effectively applied toward the campus’ mission; internal reallocation and reorganization of resources are made appropriately based on changing demands of the campus. A wide array of technology/telecommunications assets are managed by CELTT. This enables the department to develop and deploy innovations across many sectors of campus. Although the unit has distinct working groups, staff are encouraged to cross-train and collaborate, maintaining a high level of knowledge sharing and enabling the department to maintain a high level of support with a small workforce.
Part III. Action Plan for All Units
Library & Learning Resources
• The library weathered a successful renovation of the building and reconfigured the layout of furniture to enhance student engagement and collaborative studying. In the next year, we will temporarily relocate the Testing Center into the library while an area is renovated to accommodate testing needs.
• Services and computer resources will be evaluated to align with the newly created Kahikoluamea department.
• LLR funds will be directed toward the print collection in support of the areas of excellence for the college.
• In FY2008/09, the Hawaiian Resource specialist and Educational Specialist PBA will be hired.
• Database, user statistics, and library hours will be evaluated.
• The LLR mission statement and tactical plan will be reviewed and revised as needed to improve our effectiveness.
Tutoring
Given the decentralized and multiple tutoring services across the campus, the plan for the upcoming year is to explore the ways in which these various services can be aligned. While many are being conducted to fulfill grant-funded commitments, there is still an obvious need to bring coherence to the services and to the assessment of these services, even if they are funded from different sources and overseen by different administrators.
CELTT
To support the campus’ goal of increasing distance learning courses, departmental resources will be reallocated to increase direct support services in the areas of instructional multimedia and professional development programs for distance learning faculty.
In 2008-2009 the department will expand professional development services to non-academic units and engage larger numbers of staff in workshops and other professional development events. We will encourage the application of technology to non-instructional areas such as student services in an effort to improve services to students. Counselors and other student services personnel have indicated increasing interest in using technology to improve and expand services.
OVERALL: Academic Support Action Plan: Our focus will be to create a mission statement for the range of services, to bring together all the various campus entities that provide academic support services for regular communication and for planning. The Vice Chancellor for Academic Affairs will oversee the process.
Part IV. Resource Implications
Library and Learning Resources
There are 131 computers for public use for a student FTE of 4282. To achieve our goal of a computer no older than three years for public use, our current replacement cycle would require approximately $50,000 per year for only the hardware alone. Upgrades are not predictable and changes in software require constant awareness of new issues and ongoing technical proficiency.
The print collection is sadly out of date. E-books have helped to supplement the collection. Additional funding is necessary to refresh the collection.
Online classes are a priority for a campus that is short on classroom space, resources, and parking. As the numbers grow, additional resources need to be diverted to fund the infrastructure that support online testing for those courses.
Tutoring
Much of the campus tutoring is supported by external funds. There are no plans at t his time to increase college-supported tutoring. Kahikoluamea may be undergoing some restructuring of duties and responsibility, which may involved a commitment of resources to tutoring.
CELTT
With an increased focus on distance learning, technologies that support creation of high quality, rich learning environments will become increasingly critical. Even more critical is the presence of qualified personnel who can provide direct services to distance learning faculty. Faculty support services is cited as a critical ingredient for successful distance learning programs in Distance Learning guides written by the ACCJC/WASC and the American Federation of Teachers. CELTT’s multimedia and instructional support unit is staffed primarily by temporary, grant-funded employees or casual hires, also grant-funded. Long term plans for the college should include allocation of additional resources in the form of one or more permanent, full time specialists, e.g,. APT Media Specialist and IT Specialist with Distance Learning expertise.
More pressing and immediate is the need to plan for continued support of the campus’ ePortfolio project. The current ePortfolio Specialist who supports faculty and students is a casual hire filling a temporary position funded by external grants. Funding for this position ends in September 2009. Since inception of the KapCC ePortfolio in Sakai, the number of users has risen steadily and the variety of educational applications has increased. Future plans to incorporate an ePortfolio into the personal learning plan of every first year student will lead to significant increases in users. The situation now warrants a permanent full time position. Existing departmental resources cannot be used to replace this temporary ePortfolio specialist without a significant negative impact on students, faculty, and departmental service levels. We will very shortly reach the point where a permanent ePortfolio specialist is a mission-critical resource.
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