Support Services Review

Support Services Review (SSR) is a representative, responsive form of assessment and self-evaluation to ensure continuous quality

improvement and the enhancement of Austin Community College’s administrative and student

support services.

SSR Philosophy

• SSR provides staff and stakeholders the opportunity for collective and purposeful reflection– clarify and refocus on the services and outcomes in their respective

areas

• common framework– Administrative Support Services units – Academic Student Support Services units

• opportunity to align support services – Mission of the College

SSR Benefits

• The SSR is one component of ACC’s institutional effectiveness and accountability processes

• The SSR is an integral part of ACC’s ongoing assessment, planning, and planning processes.

• The SSR should not be overly burdensome to review team members or to staff and administrators.

• The SSR requires integrity for critical reflection, accurate assessment, and genuine follow-through

• The SSR answers the Five Fundamental Questions of SSR

THE SSR

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SSR

• Provide valuable feedback from the users of College support services

• Support continuous quality improvement and closing the loop

• Assess the level of compliance with effectiveness standards of Austin Community College and supports the reporting needs for SACS

Policies and Admin Rules

• Board Policy– E-1 – Master Planning– E-3 – Organizational

Performance/Evaluation/Auditing• Administrative Rules

– 5.01.001 - Quality Enhancement

SSR ROTATION SCHEDULE

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WHEN WHO WHAT

OctoberAdministrative Unit Review Leaders & OIEA

StaffSSR orientation meeting

October - March Administrative Unit Review LeadersUnit prepares data conducts SWOT

Data must be submitted to participants and facilitator 2-3 weeks prior

November - March Administrative Unit Review LeadersBegin Writing Support Services Review Report

(can be completed anytime after SWOT)

March – May Administrative Unit Review Leaders Develop/Refine Support Services Review Report

March 15

(before spring break)

Administrative Unit Review LeadersALL SWOTs to be completed

SWOT results due to OIEA

May 1 Administrative Unit Review Leaders Support Services Review Report due to OIEA

May 1 – July 1Support Services Review

SubcommitteeReview Support Services Review Reports / Annual Updates

provide feedback to units

August Administrative Unit Review Leaders Revise Support Services Reports / Annual Updates

July – August 31 Administrative Unit Review LeadersPresent findings to appropriate leaders and stakeholders

return sign off to OIEA

September - January

Administrative Unit Review LeadersImplement Supervisor Approved Quality Improvement Plans

and/or Request Funding through the Master Planning Process

March 1 Successive Years

Administrative Units Submit Quality Improvement Plan UPDATES

SSR Process Support

SSR Process Support - SWOT

• What is a SWOT

• Preparing for a SWOT (SWOT process manual)

• Scheduling a SWOT (SWOT Google Calendar)

SSR Preparing for a SWOT

• Pre-SWOT meetings are where the data support and inform the actual SWOT session.

• SWOTS may include general open ended “feelings” if focused on what the unit does, and the unit has control over the issues.

• The SWOT is a qualitative (and quantitative) exercise informed by previously gathered and reviewed data to evaluate how the unit is working

• This data may inform or become your baseline data.

THE UNIT MUST FIND /PULL / AND ANALYZE THE DATA

SSR Preparing for a SWOT - DATA

– What data do you think you may have?

– What numbers do you current collect?

– What do you do?

– Who do you serve?

– How many do you serve?

– How do you measure service/ success/ effectiveness?

– What do end users say about your services?

– What do other stakeholder units say about your unit?

– Efficiency measures and work / Environmental stewardship

– Time served on servicing clients

– Time spent on tasks related to get the mission of unit completed

– Cost measures (travel/ hourly staff/ professional development or services/ etc..?

– Budget numbers?

SWOTs must start with review of past unit level data

THE UNIT MUST FIND /PULL / AND ANALYZE THE DATA

SSR Process Support - SWOT

SSR Process Support -SWOT

SSR Process Support SWOT

SSR Process Support SWOT

SSR Process Support SWOT

SSR NEXT STEPS

Now that you have conducted a SWOT, what do I do?

• Analyze with the team the SWOT results

• Determine what elements of the SWOT you want to use in Improvements

• Start writing the SSR report

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SSR Report – Things to think of

• SWOT data needs to be used in creating improvement plans

• Think of the outcomes and how they would be measured for the improvements

• How will I get there? And How will I know I got there?

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SSR Report – Outcomes• SACS noted that in previous cycles, that

some units did not have outcomes/ measures which:– Specific– Measurable– Attainable (that is, reasonable)– Relevant – Timely– Evaluate (that is, review your results)– Re-evaluate (that is, modify your improvement and then review your

results again) 

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SSR Report – Outcomes

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SSR Dates

DUE MARCH 15• SWOTs completed – SWOT reports will be sent back to the Unit Review

leader and should be completed by facilitator within 14 days of event

DUE MAY 1• SSR REPORT (web submission) THIS YEAR

• Report will be reviewed by SSR subcommittee team

• Annual Update report (web submission) FUTURE YEARS• Report will be reviewed by SSR subcommittee team

SSR Accountability

DUE August 31• Reports must be presented to the reporting line executive and letter

returned to OIEA (letter supplied when final reports are submitted) AR 5.01.001

• Once a report is submitted, it is assigned to TWO an SSR subcommittee member for review. Those evaluations based on the published rubric are averaged.

– The assignments are only known to 2 people outside of the evaluators.

SSR Assessment

• SSR Reports• SSR REPORT Evaluation Rubric

• Annual Updates• SSR ANNUAL UPDATE Evaluation Rubric

• Updates will be compared to original and all previous reports• Updating summary of the process and progress on improvement and

implementation• Review to ensure that data was used from assessment of improvement for

future cycles

• Re-writes required on all reports/ updates if any sections scores less than “Meets Requirements”

– Re-writes/ submissions will also be evaluated as well and will be final evaluation of units report (1 resubmission)

SSR What Happens Next?

Five Fundamental Questions Answered by SSR/QIP, Years 2 – 5

• In years 2-5, they will submit an update of their SSR Update including where they are in implementing their plan and the data for their measures showing movement one way or the other.

SSR

Example

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SSR Question 1

Five Fundamental Questions

1.What are the primary services or outcomes provided by the support service area and what is the impact of those services and outcomes on students and other key stakeholders?

Q1. Response

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SSR Question 2

2. What are the strengths, weaknesses, opportunities, and threats present that enhance or hinder the unit’s ability to provide those services and meet expected outcomes during the next five years?

Q2. Response

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SSR Question 3

3. Using the answers to the first two questions, what improvements to primary services and/or intended outcomes will occur during the next five years?

Q3. Response

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SSR Question 4

How will the unit measure the extent to which planned improvements have

resulted in better service or intended outcomes for students or other key

stakeholders?

Q4: Response - data

Surveys?•Web•Internal•External

Reports?

Other data?

SSR Question 4

SACS observed “…that documentation did not consistently provide adequate information regarding the actions to be taken to achieve planned

improvements, and the parties who would be responsible for these actions.”

QIP Requirements1. Unit level implementation and control2. Measureable indicators of goal attainment (specific

measurable goals)3. Satisfactory progress (continuous assessment/

improvement)4. Actionable improvements.5. Review data on progress and use it to inform future

plans for improvement. (Closing the loop)

Q4: Response - all parts

SSR Question 5

5. How will the planned improvements align with and contribute to the Mission and Intended Outcomes of Austin Community College?

Q5. Response

QUESTIONS?