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					Glendale Community College
      Program Review


   Student Support Services
          Spring 2009




         Learning Center
    Study Manager: Andrew Stires
         Glendale Community College – Student Support Services Program Review     2008-2009




           Job Placement / Student EmploLymentearning Center

                                         Signature Page

We certify that this program review document represents the plans, goals, and critical analysis of
this program.




________________ Student Services Lab Manager, Learning Center             _______________
Study Manager / Title                                                      Date




___________________Library and Learning Resources Director                 ________________
Supervisor / Title                                                         Date




__________________________________________________________

Upon completion of the Validation Report

Final Review by Area Dean / Vice President



___________________________________________                                ________________
Name / Title                                                               Date




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Glendale Community College – Student Support Services Program Review   2008-2009




                          Table of Contents

                                                                        Page
            Overview of Program                                          5


            Organizational Chart                                         6


            Section 1. Functions and Services
                    1.01 Service Function                                7


            Section 2. Learning Outcomes
                    2.01 Student Learning Outcomes                       8


            Section 3. Influencing Factors
                    3.01 Categorical Funding                             9
                    3.02 Legal Mandates                                  9


            Section 4. Staff Resources
                    4.01 A. Staff Preparation and Training               10
                         B. Professional Activities
                   4.02 Committee Participation                          11
                   4.03 Special Accomplishments                          12


            Section 5. Resource Needs                                    13

            Section 6. Plans
                   5.01 Planning Assessment                              16
                   5.02 Five-Year Educational Plan                       17




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      Glendale Community College – Student Support Services Program Review     2008-2009




                               Overview of the Program

Please give an overview of your program and describe the relationship of your program
to the mission of the college.


                           Glendale College Mission Statement
Glendale Community College welcomes students of all diverse backgrounds, goals, ages,
abilities, and learning styles. As an institution of higher education, we are committed to
student learning and success. Using personal interaction, dynamic and rigorous instruction,
and innovative technologies, we foster the development of critical thinking and lifelong
learning. We provide students with the opportunity and support to gain the knowledge and
skills necessary to meet their educational, career, and personal goals. Our commitment is to
prepare students for their many evolving roles in and responsibilities to our community, our
state, and our society.



                                 Statement of Core Values
                    which guide implementation of the Mission Statement
Glendale Community College is committed to:
   providing a rich and rigorous curriculum that helps students understand and appreciate
    the artistic and cultural heritage of this society, the history and development of
    civilization, the scientific environment in which they live, and the challenges of their
    personal lives;
   emphasizing the coherence among disciplines and promotion of openness to the diversity
    of the human experience;
   helping students to develop important skills that are critical for success in the modern
    workplace, such as verbal and written communication, mathematics, the effective use of
    technology for work and research, and the ability to work with others and conduct their
    lives with responsibility;
   providing an extensive array of student services and learning tools, including state of the
    art technology, to assist students in all aspects of their college experience;
   creating a supportive, non-discriminatory environment which enables students to reach
    their educational goals in an efficient and timely manner.




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         Glendale Community College – Student Support Services Program Review     2008-2009



Program Overview and relationship to the Mission Statement:

The Glendale Community College Learning Center recognizes the complex needs of our diverse
student population in both academic and occupational programs. In cooperation with faculty and
staff, we support student success by encouraging a variety of learning strategies, elevating students’
confidence, and empowering students to achieve their highest potential.

The Learning Center is comprised of three areas: The Writing Center, Tutorial Center, and the
Computer Assisted Instruction (CAI) Lab.

The Writing Center provides peer tutoring to currently enrolled students who need help with writing
related to class assignments. The Writing Center’s goal is to help students with writing issues
ranging from organization to mechanics and to empower students to become more independent and
confident writers. Writing tutors’ training stresses best practices. Specifically, tutors demonstrate
corrections, recommend strategies for various stages of the writing process, and offer thoughtful
feedback. Tutors will not point out and correct every error within an essay; learning how to
effectively edit and proofread is part of the student’s academic responsibility and learning process.
Tutors and staff will also direct students to writing resources such as handouts and online sites.
Editing and proofreading services are not provided.

The Tutorial Center provides currently enrolled students with free tutoring in most subjects.
Appointments are available for math tutoring. Tutoring in other subjects is arranged by Learning
Center staff. Tutors are students who have been recommended by their instructors and have
completed a tutor training course. Tutoring may take place in small groups or on an individual
basis.

The CAI Lab features Passkey, software designed to help students practice their skills in math,
reading, and writing. Students may work on a series of lessons that specifically address individual
needs as recommended by instructors, or they may use the diagnostic tools to determine which
skills need improvement. Although instructors often assign lab work to reinforce skills taught in
class, any currently enrolled student may drop in to use the lab.

The Learning Center offers writing workshops covering areas of grammar and composition.

The Learning Center supports the mission of the college by providing tutoring services which help
students achieve success in the classroom and workplace. Specifically, through personal interaction
the Center assists with verbal and written communication, mathematics, and various study skills
necessary to succeed in today’s world.

The Learning Center also fulfills the college’s mission to “provide an extensive array of student
services and learning tools including state of the art technology.” The Learning Center’s CAI Lab
allows access to online learning resources as well as specific programs designed to assist students in
math, reading, and writing. The Center also provides students with instructional videos and DVD’s
which further enhance classroom learning.




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          Glendale Community College – Student Support Services Program Review         2008-2009




                                       Organizational Chart

Instructions: Develop an organizational chart that describes the internal structure of the program as
well as its overall relationship to the college.

                                                    Dr. Rick Perez
                                                  V.P. Student Services




                                                      Brenda Jones
                                                   Library and Learning
                                                    Resources Director




                                         Andrew Stires            Shant Shahoian
                                      Student Services Lab       Faculty Coordinator
                                           Manager               50% Release Time
                                        Learning Center



  Maria Shufeldt           Mikhail Nouh              Sevada Avakian               Vacant
 Senior Instructional    Senior Instructional        Instructional Lab       Senior Instructional
   Computer Lab            Computer Lab                 Technician             Computer Lab
     Technician              Technician                                          Technician




                        Section 1. Functions and Services
                                     1.01 Service / Function

Instructions: Complete the table below for each service/function of your program (cut and paste
additional tables as needed). You will need to develop instruments for collecting certain data if not
provided by Research and Planning, Human Resources or other pre-existing data sources.
Please copy the table below for each service function as needed.
                                      Short Description
Service/Function                      Writing Center



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            Glendale Community College – Student Support Services Program Review         2008-2009


Contacts                                     We tutor students in writing assignments across the curriculum.
Who are your service recipients?
Maximum                                      In Fall 2008 we provided 1 writing tutor per hour. Appointments
Based on the current resources, what is      are 30 minutes, and we were open 62 hours a week which allowed
the maximum number of contacts that          us to accommodate 124 students per week.
can be accommodated?
Actual                                       In Fall 2008 we conducted 1173 tutoring sessions.
How many actual contacts have you
made?
Methods                                      We currently use SARS Grid to collect data. We will begin
Indicate the source of your data and how     implementing SLO’s during Fall 2009 to measure effectiveness.
you plan to measure effectiveness.
Standards/Comparisons                        N/A
Indicate comparison standards such as
college-wide, regional, state, or year-to-
year with the program.


                                             Short Description
Service/Function                             Math Tutoring

Contacts                                     We tutor students in all math classes offered at GCC.
Who are your service recipients?
Maximum                                      In Fall 2008 we provided 1 math tutor per hour. Appointments are
Based on the current resources, what is      30 minutes, and we were open 62 hours a week which allowed us
the maximum number of contacts that          to accommodate 124 students per week.
can be accommodated?
Actual                                       In Fall 2008 we conducted 809 tutoring sessions.
How many actual contacts have you
made?
Methods                                      We currently use SARS Grid to collect data. We will begin
Indicate the source of your data and how     implementing SLO’s during Fall 2009 to measure effectiveness.
you plan to measure effectiveness.
Standards/Comparisons                        N/A
Indicate comparison standards such as
college-wide, regional, state, or year-to-
year with the program.




                                             Short Description
Service/Function                             Other Subject Tutoring

Contacts                                     We tutor students in other subjects across the curriculum provided
Who are your service recipients?             we can hire tutors in those areas.
Maximum                                      In Fall 2008 we had 24 tutors providing assistance in other subjects
Based on the current resources, what is      including anthropology, chemistry, Chinese, CS/IS, economics,
the maximum number of contacts that          French, Japanese, music, philosophy, physics, political science,
can be accommodated?
                                             Russian, sociology, and Spanish. Tutors work on an on-call basis.
Actual                                       In Fall 2008 we conducted 437 tutoring sessions.


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            Glendale Community College – Student Support Services Program Review           2008-2009


How many actual contacts have you
made?
Methods                                      We rely on tutors’ record sheets of their sessions to collect data.
Indicate the source of your data and how     We will begin implementing SLO’s during Fall 2009 to measure
you plan to measure effectiveness.           effectiveness.
Standards/Comparisons                        N/A
Indicate comparison standards such as
college-wide, regional, state, or year-to-
year with the program.




                                             Short Description
Service/Function                             Computer Assisted Instruction Lab

Contacts                                     We provide computer access for students wishing to improve their
Who are your service recipients?             basic reading, writing, and math skills. We also provide internet
                                             access to all students.
Maximum                                      The lab has 38 computers available to students.
Based on the current resources, what is
the maximum number of contacts that
can be accommodated?
Actual                                       In Fall 2008 we served 6148 students.
How many actual contacts have you
made?
Methods                                      We use SARS Trak to track student use. We also use reports from
Indicate the source of your data and how     the Passkey program to measure effectiveness.
you plan to measure effectiveness.
Standards/Comparisons                        N/A
Indicate comparison standards such as
college-wide, regional, state, or year-to-
year with the program.




                               Section 2. Learning Outcomes

1. Student Learning Outcome Assessment Cycle (SLOAC) completions to date.
               (actual / total # of SLOs)


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          Glendale Community College – Student Support Services Program Review   2008-2009




     SLO Written           Assessment Written          Assessment Done     Assessment Analyzed
Students attending the     Exam scores for         Exam scores for         From a limited sample
Learning Center seeking    Passkey and WebCT       Passkey and WebCT       of 28 students who
help with specific         exercises of            exercises of            came to the Learning
sentence errors (e.g.      increasing difficulty   increasing difficulty   Center to work on
verb form errors,                                                          grammar exercises, 17
fragments, etc.) will
                                                                           completed a series of
improve their ability to
recognize those errors.                                                    lessons and exercises
                                                                           (between 150 and 175
                                                                           exercises on WebCT
                                                                           and 60 exercises on
                                                                           Passkey) on run-ons,
                                                                           fragments, verb
                                                                           forms, spelling,
                                                                           punctuation, and
                                                                           organization with a
                                                                           75% or better.
                                                                           In addition, verbal
                                                                           reports from
                                                                           numerous students
                                                                           indicate that the
                                                                           WebCT exercises
                                                                           improved their
                                                                           understanding of a
                                                                           number of writing
                                                                           skills, including run-
                                                                           ons, fragments, verb
                                                                           forms, and outline
                                                                           organization.



2. Is your program actively using eLumen software for SLOAC reporting?

   Yes___    No X

3. Assessment Analysis: Has the program used SLOAC data to implement change or strengthen
   what is working well at the program level? Give an example of a service/function where student
   assessments resulted in a decision or action taken by the program.

Based on the assessment analysis, the Learning Center will continue to offer both Passkey and
WebCT exercises. Based on assessments and verbal feedback from students more WebCT exercises
should be added in the future and new software may be purchased to offer students more variety.




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          Glendale Community College – Student Support Services Program Review   2008-2009




4. Have any of the program’s student assessment data yielded trends? If so, what are these trends,
   and do they indicate any ongoing student learning needs? If so, what are the program’s plans to
   meet these needs? Use student assessment data to support your answer.

Both qualitative and quantitative data reveal that students benefit from both Passkey and WebCT
lessons, but it is too early in the assessment process to note trends. The Learning Center will
continue to offer these programs, as well as research and request funding for new software which
may benefit students in areas of reading and writing.




5. Does the student assessment data indicate overall program needs that may require support from
   the institution? Define these observed needs, using student assessment data to support your
   answer.
The Learning Center computers will need to be upgraded every few years if Passkey and WebCT
continue to be offered. Funding for other software will be needed in the future. In addition,
Learning Center staffing will likely need to be increased in order to accommodate more students
utilizing Passkey and WebCT in the future.




1. Student Learning Outcome Assessment Cycle (SLOAC) completions to date.



      SLO Written          Assessment Written      Assessment Done        Assessment Analyzed
The Learning Center        Survey feedback from   Survey feedback from    From August 6th
offers workshops on        students; feedback     students; feedback      through Nov. 19th
individualized grammar     from instructors.      from instructors.       2008 (2 summer
and other writing                                                         workshops and 12 fall
lessons to improve                                                        workshops), 116
outreach to the GCC
                                                                          students attended. We
campus, offers a service
to all instructors                                                        anticipate that as we
requiring written                                                         continue to offer the
assignments and whose                                                     workshops, more
students have                                                             instructors and
deficiencies in specific                                                  students will become
areas, and offers a                                                       aware of the
service to students                                                       workshops (we have
struggling with a                                                         sent out e-mails,


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           Glendale Community College – Student Support Services Program Review   2008-2009


specific writing skill.                                                    campus-wide
                                                                           announcements, and
                                                                           posted flyers, but we
                                                                           count on word-of-
                                                                           mouth as well).
                                                                           Student survey
                                                                           responses were
                                                                           positive - the only
                                                                           problems reported
                                                                           were wanting more
                                                                           workshops at a variety
                                                                           of times - this is being
                                                                           addressed as the
                                                                           Learning Center has
                                                                           put in for funds
                                                                           through CPS and the
                                                                           Basic Skills Initiative
                                                                           fund to hire
                                                                           instructors so that we
                                                                           can offer more
                                                                           workshops during
                                                                           more times.



2. Is your program actively using eLumen software for SLOAC reporting?

   Yes___      No X

3. Assessment Analysis: Has the program used SLOAC data to implement change or strengthen
   what is working well at the program level? Give an example of a service/function where student
   assessments resulted in a decision or action taken by the program.
Based on the assessment analysis, the Learning Center plans to offer more workshops during the
Fall 2009 semester. Hopefully we will be able to add a variety of workshops and offer more times
as well. We have also contacted faculty in other divisions on campus to see if they are interested in
giving workshops on a variety of subjects related to specific disciplines.




4. Have any of the program’s student assessment data yielded trends? If so, what are these trends,
   and do they indicate any ongoing student learning needs? If so, what are the program’s plans to
   meet these needs? Use student assessment data to support your answer.




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               Glendale Community College – Student Support Services Program Review         2008-2009


     Students are happy with the writing workshop series but have requested more workshops at a
     variety of times. It is too early in the assessment process to note trends. During the Fall 2009
     semester we will offer more workshops at a variety of times which will hopefully accommodate
     more students’ schedules.




    5. Does the student assessment data indicate overall program needs that may require support from
       the institution? Define these observed needs, using student assessment data to support your
       answer.
     The Learning Center is currently using Basic Skills money to fund the writing workshop series; in
     the future it will be necessary for the institution to provide funding to continue the workshops.



     Future Learning Center SLOs will include the following:

                                                                                 Assessment Written
                       SLO Written
Students recognize individual areas in need of improvement        Faculty referral forms, student exit surveys

Students solve errors identified by instructors, counselors, or   Tutor evaluation forms, student exit surveys
tutors



Students compose assignments independent of a tutor’s help        Tutor evaluation forms, student exit surveys

Students explain successful study habits and memory               Student exit surveys, tutor evaluation forms
techniques

Students organize large assignments into manageable tasks         Tutor evaluation forms, student exit surveys


Students illustrate verbal and written communication and/or       Tutor evaluation forms, scheduled observations of
computational skills                                              tutoring sessions by faculty




                                 Section 3. Influencing Factors

                                       3.01 Categorical Funding



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         Glendale Community College – Student Support Services Program Review      2008-2009


Instructions: List all categorical funding in the table below. Expand the chart as needed.

     Categorical Fund                 Source of fund                        Use of Funds
    Vocational Funding             VTEA Voc Ed/Career              Funds pay for student peer tutors
                                    Ed/Work Force and             who work with vocational students.
                                  Developmental Program
    Federal Work Study              Federal Work Study             Funds pay for student peer tutors
                                                                   who meet the Federal Work Study
                                                                               criteria.




                                      3.02 Legal Mandates

Instructions: List all legal mandates that affect this program in the table below and respond to the
following questions:
        Mandate              Source of mandate          Relationship to program
Apportionment for            Learning Assistance        The Learning Center must meet various legal
Tutoring Regulations:        and Tutoring               requirements in order to collect apportionment
Qualified faculty member     Guidelines from            for tutoring. Without the “immediate
requirement: there must      Chancellor’s Office        supervision and control” provided by an
be “immediate                2006                       academic employee, the college should not be
supervision and control”                                collecting apportionment for tutoring done in
provided by an academic      Education Code, Title      the Learning Center. Currently only 15 hours
employee – someone           V                          out of 62 total hours are supervised by an
with a master’s level                                   academic employee.
degree in one of the areas
being tutored.
Apportionment for            Learning Assistance        The Learning Center must meet various legal
Tutoring Regulations:        and Tutoring               requirements in order to collect apportionment
All students must be         Guidelines from            for tutoring. Without a referral process in
referred by a faculty        Chancellor’s Office        place, the college should not be collecting
member or counselor in       2006                       apportionment for tutoring done in the
order to receive tutoring                               Learning Center. The Learning Center faculty
in the Learning Center       Education Code, Title      coordinator and manager are working on a
                             V                          referral process to be implemented by Fall
                                                        2009.




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           Glendale Community College – Student Support Services Program Review      2008-2009


 1. Is this mandate linked to the source of the funding. If so, how is it linked?

 Yes. GCC receives apportionment for students receiving tutoring in the Learning Center and
 therefore must work to meet the legal requirements set forth by the Chancellor’s Office. (See notes
 in table above.)



 2. Is the mandate fully funded through categorical funding? If not, explain.

 No this mandate is not fully funded.

 According to regulations, tutoring must be supervised by a qualified employee who has a Master’s
 Degree in one of the subjects being tutored. The current Learning Center coordinator is a faculty
 member with 50% release time who is only in the Center a total of 15 hours a week. The Learning
 Center is open 62 hours a week during the Spring and Fall semesters and 56 hours per week during
 the Summer and Winter sessions. (See notes in table above.)


 3. Does the program currently have adequate resources to meet mandates?

 No, the Learning Center does not have adequate resources to meet mandates. Over the years the
 Learning Center coordinator position has had hours reduced from 60% release time to 50% release
 time.

 The Learning Center is working to implement a student referral process, but is unsure how this will
 impact services. The Center will need more staff to fulfill the state staffing mandate. Budget
 augmentation requests were submitted for 2009-2010 documenting the need for an increase from
 50% to 60% release time for the existing faculty coordinator position, plus an additional 60%
 faculty coordinator position OR a full-time program manager for the Learning Center. With either
 option (two faculty coordinators OR a program manger), additional funding will need to be
 provided for adjunct faculty to cover the hours not covered by the faculty coordinators or program
 manager.


                               Section 4. Staff Resources
                            4.01 A. Staff Preparation and Training

 Instructions: Use the completed Staff Surveys provided to complete Section 4. Fill in the data
 below using the survey responses to Questions 2, 3, and 5 in the chart below.
 Insert more rows to any of the tables if needed.
Program staff          Education     Service Staff development             Skills learned
                       Level         years   workshops attended
                                             and courses taken.


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          Glendale Community College – Student Support Services Program Review   2008-2009


Mikhail Nouh         A.A.         10        Various GCC courses       Various skills required for
                                                                      transfer to university.
                                            CPR                       Standard CPR for Adults
                                            Dealing with Difficult       Techniques for handling
                                            People                    difficult people with skills to
                                                                       de-stress difficult situations
                                            Disability Awareness           Awareness of people
                                                                        w/disabilities around you
                                            Conflict in the           Managing difficult situations
                                            Classroom                 in the classroom
                                            Behavior Intervention    Behavior management ideas
                                            Learning Disabilities in Skills needed to work with
                                            the Classroom            disabled students in the
                                                                     classroom
                                            Research Strategies      How to use ProQuest and
                                                                     other database guides
                                            Creating E-Text          How to create E-Text for the
                                                                     blind
                                            Introduction to          How to navigate Blackboard
                                            Blackboard
                                            Personal safety          How to be safe and spot
                                                                     unsafe conditions
                                            UCLA Extension           To earn a degree in teaching
                                            Classes

Maria Shufeldt       M.A.         14        Courses in clinical       Context and issues involved
                     M.P.A                  psychology                in working in a public
                                            (marriage/family          agency: budgeting,
                                            therapy) and public       collective bargaining, civil
                                            administration            service code, etc.
                                                                      Multicultural awareness,
                                                                      increased sensitivity and
                                                                      competence. Developing
                                                                      modes of cultural inquiry
                                                                      and competency
                                                                      Group dynamics and
                                                                      facilitation
                                                                      Interpersonal and dialogic
                                                                      skills, including effective
                                                                      listening, reflecting,
                                                                      perception-checking and
                                                                      summation




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          Glendale Community College – Student Support Services Program Review   2008-2009


                                                                       An understanding of the
                                                                       socio-economic and political
                                                                       context for underserved
                                                                       populations and their issues
                                                                       in accessing services
                                                                       Legal and Ethical standards
                                                                       and requirements
                                                                       Basic diagnostic and
                                                                       assessment skills for mental
                                                                       health issues
                                            Certification courses in   Of immediate use to student
                                            Horticultural Therapy      population in understanding
                                                                       disabilities and limitations
                                                                       from physical/mental
                                                                       injuries. Of potential future
                                                                       use here since GCC will
                                                                       hopefully have an organic
                                                                       garden in the future
Andy Stires          B.A.         13        Conflict Resolution        Resolving workplace
                                                                       conflicts
                                            Performance                Learned how to conduct
                                            Management:                employee evolutions and
                                            Evaluation and             how to follow specific
                                            Discipline for             disciplinary procedures
                                            Community College
                                            Districts

                                            Preventing Harassment      Strategies for preventing
                                            in the Academic            harassment in the workplace
                                            Setting/Workplace

                                            SLO Assessment Panel       Ideas for implementing
                                                                       SLO’s in Student Services
                                            Content Management
                                            System
                                            Screenwriting              Introduction to
                                                                       Screenwriting
                                            Advanced                   Continuation of introductory
                                            Screenwriting              course utilizing advanced
                                                                       techniques
Sevada Avakian       B.A.         2         Continuing                 Learning
                                            education/MPA              management/research skills
                                            program




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          Glendale Community College – Student Support Services Program Review     2008-2009


Shant Shahoian        M.A.          3         Level One Adult           Adult Education Theory
                                              Education Credential
                                              Courses
                                              Level Two Adult           Adult Education Theory,
                                              Education Credential      Practical Teaching Tools
                                              Courses
                                              Literature from           Literary Interpretation
                                              Prizewinning Authors
                                              2004 Writer’s             Creative Writing Instruction
                                              Workshop (Pomona          Theory
                                              College)
                                              2005 English Council      Technology in Education
                                              of California TwoYear
                                              Colleges Conference
                                              2007 ECCTYC               Composition Theory
                                              Conference
                                              2008 Young                Visuals in Composition
                                              Rhetorician’s             Classes
                                              Conference

 4.01 B. Professional Activities

 Instructions: Use the completed survey responses to Questions 6 to fill in the data below.
 Program Staff      Grants       Scholarly Projects/      Research/                Presentations
                                 Sabbaticals              Publications
 Maria Shufeldt                                           Master’s thesis          Organized and
                                                                                   hosted conference
                                                                                   for student peer
                                                                                   tutors throughout
                                                                                   Southern
                                                                                   California at GCC
                                                          Published article in
                                                          journal for clinicians
 Andy Stires                                                                       Made a
                                                                                   presentation about
                                                                                   communication
                                                                                   and collaboration
                                                                                   as part of the
                                                                                   Student Services
                                                                                   Roundtable Team
 Shant Shahoian     Expanded                              “The Four                “Brainwarmers:
                    English                               Horsemen” Article        What Is Critical
                    Project                               for ECCTYC               Thinking and How
                    (2009                                                          Can You Make



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         Glendale Community College – Student Support Services Program Review    2008-2009


                   Extension                                                     Students Better
                   of                                                            Critical Thinkers
                   Previous                                                      in Just 15 Minutes
                   Grant)                                                        a Day” ECCTYC,
                                                                                 2007, San
                                                                                 Francisco




                               4.01 C Special Accomplishments

Instructions: Use the completed survey responses to Question 8 to fill in the data below. Insert
more rows to the table if needed.

Program Staff      Professional       New Programs         Staff Development     Leadership Roles
                   Assignments        Developed            Workshops Taught      Advisory Groups/
                                                                                 Committees
Maria Shufeldt     Wrote Student      Compiled facility                          CSEA Executive
                   Worker             learning resources                         Board Officer: 2nd
                   Employment         for tutor and                              Vice President
                   Manual for LC      student use
                                                                                 CSEA Job Steward
                                                                                 CSEA Negotiations
                                                                                 team member
Andy Stires                           Helped re-design
                                      Learning Center
                                      website
                                      Helped re-design
                                      SD 150:Tutor
                                      Training course
Shant Shahoian     Learning Center                         Best Practices        Regional Director
                   Coordinator                             (2008)                ECCTYC




Using the information from 4.01 A, B and C:

1. How are the strengths and experiences of staff being used effectively to improve student
   outcomes?


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         Glendale Community College – Student Support Services Program Review     2008-2009




The Learning Center staff and faculty coordinator possess a variety of skills which allow us to meet
the needs of a diverse student population. Our educational backgrounds specifically lend
themselves to working with student peer tutors to assist students in subjects across the curriculum.



2. How have these skills improved services that you provide?

The Learning Center staff and faculty coordinator have a strong background in interpersonal skills
which lends itself to running a tutoring program. The majority of our work is one-on-one student
interaction and our various skills allow us to provide quality service to students using our center.
We all have a keen eye for detail and are always looking for ways to make our services run more
smoothly and efficiently. We work closely with both students, tutors, and faculty to make sure we
are meeting the needs of students and the goals of the college.




3. What else (if anything) is indicated by the program data? Please comment.

The Learning Center staff and faculty coordinator are very well-rounded in areas which help with
running a tutorial program. We will continue to educate ourselves through workshops and classes.




                              4.01 D Committee Participation

Instructions: Use the completed survey responses to Question 7 to fill in the data below. Insert
more rows to the table if needed.

Program Staff             Governance                Other Campus              Other Campus
                          Committees                Committees                Participation
Maria Shufeldt            Staff Development         Joint Employee-
                                                    Management
                                                    Committee (JEMC)
                                                    Program Review
                                                    Master Planning
                                                    CSEA Exec.



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         Glendale Community College – Student Support Services Program Review   2008-2009


                                                   Sustainability “Green
                                                   Team”
Mikhail Nouh             Library & Information     CSEA Exec.               Classified Employee
                         Competency                                         Week organizer
                                                   Safety
                                                   Evacuation Marshal
                                                   Program
Andy Stires              Student Affairs           Program Review

                                                   Several Hiring
                                                   Committees
                                                   Contract Negotiations
                                                   Student Services
                                                   Roundtable Team
                                                   Accreditation
Sevada Avakian                                     Leadership Taskforce
                                                   Committee
                                                   Accreditation
Shant Shahoian           Academic Senate           Achieving College        Scholar’s Lecture
                                                   Excellence               Series (Oxnard)
                         Library and Info          IHAC                     Designed Web Site for
                         Comp.                                              Letters Division at
                                                                            Oxnard College
                         Community Relations       Professors for Quality
                                                   Education
                                                   Chaparral



Total staff              Total governance com      Total other coll. com    Do not include this
____5________            ___6___                   ____19___                column in CPF below.



CPF index (Committees per full-time staff in the program) (most recent year)

[Total Committees divided by Total number of full-time staff]: #____4_____



1. Given the data, discuss the staff involvement in campus activities.

Learning Center staff and the faculty coordinator participate in a variety of campus committees
which expose us to many other areas of the campus and further educate us on how to better serve
our students. A lot of our work in the Center requires that we communicate with other departments
on campus so further staff involvement in different committees will be invaluable.


                                                 20                             Learning Center
         Glendale Community College – Student Support Services Program Review    2008-2009




                             Section 5: Resource Needs

If any part of the program is funded by sources other than GCC budget, it should be stated in
Section 3.01 Categorical Funding.

Instructions: After reviewing and analyzing the data in this report, please describe and provide
rationale for any of your projected resource needs using the appropriate boxes below. Your requests
should be based on student need (which includes student achievement data from Section 1 and
student learning outcome assessments in Section 2).

1.   Faculty / Staff
The college has never approved funding to refill the Learning Center’s Sr. Instructional Computer
Lab Technician, a position vacant for several years. With the implementation of the referral process,
the addition of workshops, and a Basic Skills focus on tutoring, the need to fill this Lab Tech
position in the near future is likely. As enrollment at the college continues to increase and various
SLOs are implemented, the LC will need adequate staff to continue to provide excellent service to
students. Staff trained in basic skills areas of English and math will prove very valuable.

We will need to increase the number of tutors available to students as enrollment continues to
increase and we conduct more outreach. We need to be able to meet demand as more teachers refer
students to our services.



As already mentioned, there is a current need (based on state Education Code) for additional faculty
coordination of the Learning Center OR a program manager to provide oversight. The college needs
to make a commitment to academic staffing in the Learning Center in order to continue to receive
state apportionment for tutoring.



2.   Facilities/space needs
As the Learning Center continues to expand its services, it is necessary to remodel the space to
provide a better environment for students. In 2007 a consultant designed a new floor plan for the
LC. This remodel/reconfiguration of space would allow for better traffic flow, reduce noise by
providing individual tutoring cubicles, and include a break room for tutors. We have also discussed
expanding into the classrooms on either side of the LC which could provide a study area for
students as well as a separate space for the Writing Center and dedicated classroom space to teach
workshops.


The Learning Center redesign/reconfiguration was approved by the Campus Development
Committee in May 2007 and was added to the 2007-2008 Campus Development Priority Project


                                                 21                               Learning Center
          Glendale Community College – Student Support Services Program Review      2008-2009


List. In Fall 2007, the project was ranked number 6 out of 11 requests as evaluated by the Campus
Development Committee, but funding has not yet been available to actually do the work. The cost
has been estimated to be between $60,000 and $100,000




3.   Equipment
As our facilities expand and our staff increases we will need various equipment for staff and
students such as desks, tables, bookcases, storage, office supplies etc. The cost of furniture, tables,
and bookcases for the redesign/reconfiguration was estimated at $58,000 (this is part of the
estimated total mentioned above).




4.   Technology
Computers will need to be upgraded every few years to meet the specifications of new operating
systems/software.

We also plan to purchase laptops and software for our tutors which will assist them and their
students in a variety of ways. During a tutoring session, a tutor may need to show students where to
access information online that will assist them in the subject area with which they are having
trouble. With a laptop, tutors will not have to interrupt their session to take the student to the
computer lab. The information can be accessed immediately on our wireless network.

In the Writing Center, some students do not have a hard copy of their essays, but instead a saved
copy in their email or on a USB stick. Laptops will allow tutors to access essays electronically and
show students how to use various features in word processing programs to improve their writing.
Notes and comments can be added to papers, and online writing resources can also be accessed
during the session.

In the future, the Learning Center plans to have tutors record their session notes electronically, and
laptops will make this easier, as tutors can input notes immediately following a session.




5.   Software




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         Glendale Community College – Student Support Services Program Review     2008-2009


Currently we use Passkey to provide computer assisted instruction for basic reading, writing, and
math skills. We are researching other types of software that will offer more variety to students and
provide more effective outcome measures.




6.   Other (Supplies, Program specific materials, Training, etc.)


In order to continue to improve our services, staff will benefit from examining tutoring programs at
other colleges and attending conferences related to learning resource centers. Travel funds will need
to be available.




                                                 23                                Learning Center
         Glendale Community College – Student Support Services Program Review   2008-2009



                           Section 6. Program Plans


       STRATEGIC MASTER PLAN IN SHORTEST FORM
                       2008-2014


       Student Access, Retention and Success

I.     Provide access for students, including under-represented groups in the communities
       that Glendale Community College serves, who can benefit from any one of the several
       instructional paths the college offers (transfer, career and technical education,
       personal development).
II.    Develop and implement Student Learning Outcomes and Assessments at the campus,
       the program, and course levels in our effort to see all of our students achieve success.
III.   Increase and improve the quantity, quality, and variety of learning opportunities that
       promote student success.
IV.    Increase student retention and success by strengthening student connections with the
       college and responding to student needs.
V.     Streamline and enhance the delivery of Student Services by focusing on proactive
       services.

       Partnerships and Work /Force Development
VI.    Expand the educational programs and services through academic, career and technical
       education programs offered on the main and the Garfield Campuses.

       Institutional Effectiveness
VII.   Increase faculty and staff excellence in all aspects of college operations.
VIII. Improve administrative efficiency and effectiveness and fiscal stability.
IX.    Improve the integration of the planning process.
X.     Upgrade the college’s information technology infrastructure and its management
       information system.




                                                24                              Learning Center
         Glendale Community College – Student Support Services Program Review      2008-2009




                                  5.01. Planning Assessment
Reflect on your previous plans, which could include your 2005 Educational Master Plan (EMP) or
last program review report.

List the program goals that were previously identified and have been accomplished to date. How
did the implementation of these plans improve your program?



Since the last program review we have made improvements to the Writing Center. The service used
to function on a drop-in basis which resulted in a type of triage center for last minute quick fixing of
student essays. The Writing Center now operates by appointment which has helped alleviate this
triage atmosphere and also allowed us collect better data about the types of students we serve.

The Tutorial Center has significantly changed since the last program review. All tutors used to work
on an on-call basis which proved very difficult to manage and track. We now offer math tutoring by
appointment and we have consolidated all English/ESL tutors into the Writing Center. While we
still have on-call tutors for other subjects, the number has been drastically reduced which makes the
program easier to manage. These changes also allow us to collect more accurate data and better
serve students.

We recently purchased 39 new computers and 2 servers with Basic Skills and Instructional
Equipment money for the CAI Lab which has dramatically improved the stability of the lab and will
allow us to offer more software choices in the future.

We also installed a projector in the CAI Lab which makes it easier to conduct lab orientations and
could allow us to expand our instructional offerings in the future.

The Learning Center began offering one-shot workshops on various writing topics starting Summer
2008. So far feedback from students and faculty has been positive, and we plan on expanding the
program in the future by encouraging faculty from a variety of disciplines to create and present
workshops.

We completely redesigned the Learning Center website to make it more user-friendly. Our site
provides many different links to a variety of online learning resources. The Learning Center’s
website will adapt the format of the college’s new website, which is estimated to go live in Fall
2009.

SD 150: Tutor Training has been completely redesigned and all tutors are required to complete this
.5 unit course during their first semester of employment.

We hired a consultant to design a new floor plan of the Learning Center for a future remodel. This
remodel would allow for better traffic flow, reduce noise by adding individual cubicles for tutoring,
and provide a break room for our tutors.


                                                  25                                Learning Center
           Glendale Community College – Student Support Services Program Review                2008-2009




                          6.02. Three Year Educational Plan

Please develop program plans for the next 3 Years which should include program improvement. Use the SAMPLE
template* below as a guideline and your answers to Section 5: Resource Needs. Fill in the Year 1, 2 and 3 Plans below
and be specific about what you hope to accomplish, what resources are needed, and the tasks involved to accomplish
your plans. Reference your plans to the SMP Goals at the beginning of this section.

*SAMPLE TEMPLATE                                                                                             SMP
You may use all or part of the template below in your planning for each year.                              Supported
                                                                                                            GOAL#/
Growth /                                                                                                    Fill in, see
                                                                                                             page 15
Programmatic
Changes
Staffing          (this may include certificated and/or classified staff)

Facilities/       .
Space needs
Equipment

Technology,
Learning
Resources,
Software
Other




Year 1 (2009-2010)
                                                                                                            GOAL#/
Growth /          Hire an additional faculty coordinator OR a program manager, and also                       VII,
Programmatic      hire faculty supervisors to fully staff the center to meet requirements to                  VIII
Changes
                  receive apportionment.
Staffing          The Learning Center should be under the “immediate supervision and
                  control” of an academic employee during all of its open hours. The
                  college is out of compliance with these Educational Code and Title V
                  regulations because supervision by an academic employee (faculty
                  member with release time) is only provided 15 hours per week. Budget
                  augmentation requests were submitted for 2009-2010 documenting the
                  need for an increase from 50% to 60% release time for the existing
                  faculty coordinator position, plus an additional 60% faculty coordinator
                  position OR a full-time program manager for the Learning Center. With
                  either option, additional funding will need to be provided for adjunct
                  faculty to cover the hours not covered by the faculty coordinators or
                  program manager. This need impacts all areas/functions of the Learning
                  Center.


                                                          26                                    Learning Center
           Glendale Community College – Student Support Services Program Review      2008-2009



Facilities/     May need additional office space/work area for faculty supervisors
Space needs
Equipment       N/A

Technology,     Additional computers for faculty supervisors.
Learning
Resources,
Software
Other



                                                                                                 GOAL#
Growth /        Expand the workshop series, encouraging faculty from across the                  I, III,IV,
Programmatic    curriculum to offer workshops on a variety of topics.                             V, VI,
Changes
                                                                                                    VII
Staffing        Funding will be needed for the additional faculty needed to teach
                workshops.


Facilities/     Continue to use the English Lab and expand to the CAI Lab and other
Space needs     classrooms depending on how large the program gets.

Equipment       The workshop series requires the use of a computer lab with a projector.

Technology,     Various software and handouts will be needed, depending on the
Learning        workshop offered i.e. Powerpoint, WebCT, etc.
Resources,
Software
Other


                                                                                                 GOAL#/
Growth /        Begin implementing new SLO’s for the tutoring programs in the Learning           I, II, III,
Programmatic    Center.                                                                            IV, V
Changes
Staffing        Depending on the SLO’s developed, additional staff may be needed to record,
                track, and analyze data.
Facilities/     The Learning Center remodel/reconfiguration has already been approved
Space needs     by the Campus Development Committee and is awaiting funding. If
                SLO’s lead to increased tutoring demand or a change in operations, the
                remodel/reconfiguration will need to be completed to accommodate those
                needs.

Equipment       The Learning Center remodel/reconfiguration requires an estimated
                $58,000 in system furniture, bookcases, tables, and chairs.
Technology,     Laptops for tutors/students to record session notes, complete learning
Learning        surveys.


                                                   27                                 Learning Center
           Glendale Community College – Student Support Services Program Review         2008-2009


Resources,
Software
Other




                                                                                                    GOAL#/
Growth /        Implement a tutoring referral process to comply with the state                      I, II, III,
Programmatic    Educational Code and Title V regulations.                                             IV, V
Changes
Staffing        Additional staffing may be required, depending on how much time is
                necessary to educate faculty, staff, and students on how the referral
                process works. The referral process may increase the demand for tutoring,
                which may also require additional staffing.
Facilities/     The Learning Center remodel/reconfiguration needs to be implemented in
Space needs     order to facilitate the tutoring process. The remodel/reconfiguration
                includes cubicles designed to provide privacy for tutoring sessions.

Equipment       N/A

Technology,     An online version of the referral form will need to be created to more
Learning        easily track student use and progress. This requires programming time in
Resources,      Information Technology Services and planning time for Learning Center
Software        staff.

Other




                                                                                                    GOAL#/
Growth /        Develop new tutorial session forms so tutors can better track student               I, II, III,
Programmatic    progress and improve tutoring techniques.                                             IV, V
Changes
Staffing        May need additional staff for training, data collection and analysis.

Facilities/     N/A
Space needs
Equipment       N/A

Technology,     Laptops for tutors to record information in the master database.
Learning
Resources,
Software
Other




                                                      28                                Learning Center
           Glendale Community College – Student Support Services Program Review         2008-2009




Year 2 (2010-2011)
                                                                                                    GOAL#/
Growth /        Continue to develop and assess SLO’s.                                               I, II, III,
Programmatic                                                                                          IV, V
Changes
Staffing        Depending on SLO’s developed, additional staff may be needed to record, track,
                and analyze data.
Facilities/     If SLO’s lead to increased tutoring demand or a change in operations, the
Space needs     need to remodel/expand the Learning Center will become a priority.

Equipment       N/A

Technology,     Laptops for tutors/students to record session notes, complete learning
Learning        surveys.
Resources,
Software
Other



                                                                                                    GOAL#/
Growth /        Create mechanism to track students in specific courses who receive                  I, II, III,
Programmatic    tutoring vs. students who do not, to measure impact of tutoring on student            IV, V
Changes
                success.
Staffing        N/A

Facilities/     N/A
Space needs
Equipment       N/A

Technology,     Surveys will need to be developed to collect/analyze data.
Learning
Resources,
Software
Other




                                                                                                 GOAL#/
Growth /        Develop new tutorial session forms for students to help them evaluate               I, II, III,
Programmatic    success of a session                                                                  IV, V       Formatted: Font color: Auto
Changes
Staffing        May need additional staff for training, data collection and analysis.

Facilities/
Space needs
Equipment




                                                      29                                Learning Center
           Glendale Community College – Student Support Services Program Review       2008-2009


Technology,     Laptops for students to enter information into master database.
Learning
Resources,
Software
Other




Year 3 (2011-2012)
                                                                                                  GOAL#/
Growth /        Develop a three step intake process to better measure student progress in         I, II, III,
Programmatic    tutorial sessions.                                                                  IV, V
Changes
Staffing        Additional staff may be necessary to educate students about the process and
                collect data.
Facilities/     N/A
Space needs
Equipment

Technology,     Surveys will need to be developed. Laptops will be necessary for
Learning        electronic submission of forms.
Resources,
Software
Other



                                                                                                  GOAL#/
Growth /        Research the College Reading and Learning Association (CRLA) tutor                I, II, III,
Programmatic    certification course and its possible implementation.                              IV, V,
Changes
                                                                                                      VI

Staffing        Qualified instructors will be needed to teach the course.

Facilities/     Classroom space will be needed.
Space needs
Equipment

Technology,     The use of computer labs may be required.
Learning
Resources,
Software
Other




                                                     30                                Learning Center
Glendale Community College – Student Support Services Program Review   2008-2009




                                      31                               Learning Center

				
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