The institution identifies expected outcomes, assesses the extent to which it achieves these outcomes, and provides evidence of improvement based on analysis of the results in the following area:
  administrative support services.  

Compliance Judgment:  In compliance

Narrative

Through ongoing assessment and analysis of expected outcomes of every administrative support service program, ongoing program review, documentation of the analysis of assessment results to inform improvements in services, and institution-wide recognition of improvements through the use of assessment results, East Carolina University (hereafter, ECU or the institution) is in compliance with comprehensive standard 3.3.1.2.

This narrative includes sections that describe an ongoing assessment process inclusive of the following areas:

I.        Administrative Support Services Expected Outcomes and Assessment Methods

II.      Administrative Support Services Assessment Reports

III.    Use of Assessment Results for Improvement

IV.   Use of Periodic Reviews for Improvement

Summary of Evidence

Evidence of compliance is summarized in five tables and described below:

         Table 1:  Assessment Units and Reports:  Administrative Support Services

         Table 2:  Assessment Methods for Administrative Support Services

         Table 3Summary of the Use of Results for Administrative Support Services

         Table 4Alignment of Administrative Support Services Units to ECU Strategic Directions

         Table 5:  Telling Our Story:  Administrative Support Services Units

Organizational Approach

 

Administrative Support Services offices have been identified as those units that serve to provide infrastructure to the operational and management missions of the university.  The Administrative Support Services and the Academic and Student Support Services Working Groups have reviewed and categorized offices based upon the primary responsibility of those offices.  The offices of the deans are included in this narrative because, while they are responsible for the educational mission of the university, educational programs and the faculty who offer them are actually at the department level, the working group decided on the importance of capturing the administrative functions as well.  The working group has observed significant growth and development in an integrated use of outcomes assessment to improve institutional effectiveness of administrative support services.

 

Table 1: Assessment Units and Reports:  Administrative Support Services identifies the Administrative Support Services units at East Carolina University and provides a link to each assessment report.  There is some variation in the organizational structure of these units and the resulting number of assessment plans, but functions for each unit are assessed.  There has been some reconsideration of organizational reporting structures during the last three years. For example, originally the College of Business (COB) chose to assess separately the subunits reporting to the Office of the Dean - Advising, Career Services, Graduate Programs, Information and Technology Services, Professional Programs, Communications Center; after review, the COB decided to group most of its subunits together in a similar structure to that of other college administration structures.  No institution-wide effort has been made to restrict how internal assessment units are identified as long as administrative functions are in assessment groupings and there is a plan for assessment.  Administrative units have the opportunity to meet and consult with the administrative support services working group as they decide the most authentic way to assess and document ongoing quality improvement efforts.

 

I.        Administrative Support Services Expected Outcomes and Assessment Methods

 

ECU assesses all administrative support services units using a variety of assessment methods.  Units have been identified in all divisions of ECU.  Each unit has chosen outcomes to measure based on their functions within ECU.    In the institutional tracking system, administrators have a comprehensive list of assessment methods to choose from.  A description of the method along with the criteria for success is included in the assessment plan.    The Table 2: Assessment Methods for Administrative Support Services report shows the description of the method categorized by administrative support unit.

 

Administrative Support Services offices at East Carolina University have always prized accountability and improvement.  Whether a successful audit, a top bond rating, passing an inspection, or a goal-surpassing campaign, offices have had and met targets (goals).  In ECU’s 2002 SACS reaffirmation, assessment of outcomes and use of results to improve administrative support units was deemed satisfactory in meeting the criteria for reaffirmation.  Since that time, administrative support units have moved from “Assessment Record Books” following the Nichols’ model, to the outcomes assessment format housed in TracDat and used by all university academic, support, research, and service programs.  An annual “Overview of Assessment Planning and Reporting” document guides the work of all administrative support service units in developing and reporting assessment results and their use in improving services.  The Overview of Assessment Reporting has been updated for 2010-11 and for 2011-12

 

In summer 2010, an Administrative Support Services Working Group comprised of ECU faculty and staff was appointed to review assessment plans, meet with plan developers, and make recommendations for improvement in our processes.  Between November 2010 and the end of spring semester 2011, the nine-member working group met weekly to review plans.  The working group reviewed each plan carefully using an assessment rubric adapted from the University of Mississippi.  The review assessed (1) inclusion of mission statement, (2) appropriateness and clarity of outcomes, (3) assessment methods, (4) criteria for success, and (5) results/actions provided. Review memoranda were prepared and provided to units accompanied by an invitation to meet with the working group.

 

During fall 2011, the Administrative Support Services Working Group developed a second Rubric to Evaluate Administrative Unit Assessment Plan to review assessment results and follow up reports.  As the group reviewed reports, it reported back to the units via a second review memorandum and the rubric.  Again, offices were invited to meet with the group to discuss comments, and a workshop was held in late November 2011 to assist units that had not yet completed their plans or submitted reports. A comparison between Assessment Reports:  Before and Assessment Reports:  After the workshop highlights the improvements.

 

II.      Administrative Support Services Assessment Reports

 

In addition to an Overview of Assessment for administrative units, a set of questions (Quick Reference Guide) was developed to assist administrators in their reporting efforts.  The questions were designed to provide a consistent context to each component of the assessment report.  In the results and actions taken areas of the tracking system, units were encouraged to report their data collection findings along with the decisions they had made based upon the data.  When quality enhancement efforts were made, later staff and faculty reported on the results of their work as a follow-up.

 

III.    Use of Assessment Results for Improvement

 

Based upon the latest review, ECU has 43 administrative support units.  All units have defined outcomes, assessed those outcomes and reported the extent to which they have met the outcomes.    Table 3: Summary of Use of Results for Administrative Support Services provides a representative sample of administrative units highlighting the outcomes, results, and actions taken.  This sample is representative based on the inclusion of assessment units from each of the divisions at ECU with administrative support unitsThe units represent the core administrative functions at ECU.

Brief History

 

Successful audits, top bond ratings, successful inspections, goal-surpassing campaigns, and other ongoing targets continue to be important, but they have now been put into the outcomes assessment format.  In addition, new initiatives have been tried or procedures adjusted, results recorded, and actions proposed or taken. Examples of actions taken by administrative units follow: 

Specifically related to this comprehensive standard, ECU has used the National Survey of Student Engagement (NSSE) Toolkit to summarize NSSE Results by Domain and Year related to Administrative Support Services and Institutional Effectiveness (SACS Principle 3.3.1.2)The table summarizes multi-year results of ECU first-year students and seniors who participated in the NSSE in terms of items related to administrative support services.  The Southeast Public institutions and the Carnegie Class are fully described in the attachments. The most current ECU mean results from 2012 are compared to results from public institutions in the Southeast U.S. and from institutions of the same Carnegie Class.

IV.   Use of Periodic Reviews for Improvement

Administrative support units participate in a structured periodic review through the Office of Academic Program Planning and Development.  Non-academic offices within the Divisions of Academic Affairs and Student Affairs have been included in the scheduled periodic review using the ECU Program Review Guidelines for Administrative and Support Units format since 2008.  In 2010 the S. Rudolph Alexander Performing Arts Series (SRAPAS) in the College of Fine Arts and Communication completed their non-academic program review.  They are scheduled to have a follow-up review in 2015.

As a result of the external review, SRAPAS (the budget line, including Family Fare and Arts Smart):

       Added dedicated human resources to support the execution of the series (0.5 FTE marketing specialist)

       Better integrated into the university through enhanced service to music and dance appreciation classes, setting work on dance majors for performance on the Wright and McGinnis stages, and direct connection of student filmmakers to professional filmmakers through the Southern Circuit Film Festival

       Received more time and resources from ECU in demonstrating its appreciation to the members of the FRIENDS board, evidenced by a dinner with New York Voices for endowment donors, a reception for FRIENDS in Spilman Gallery, plaques of recognition and gifts of student-crafted pottery

       Continued to survey the audience for taste/preference and demographic data

Alignment with ECU Strategic Directions

Table 4 demonstrates the Alignment of Administrative Support Services Units to ECU Strategic Directions. The table lists all administrative support service units and indicates how their purpose aligns to one or more of the five strategic directions of ECU.  Through ongoing assessment of expected outcomes, these administrative support services continue to improve their services to the university community.  Table 5:  Telling Our Story:  Administrative Support Services highlights a variety of published stories supporting each of the five strategic directions of ECU. 


Documentation

Reference Title

Location

Administration and Finance Assessment Report – Business Services

Business Services for 3.3.1.2

Administration and Finance - Campus Operations

Admin and Finance - Campus Operations

Administration and Finance - Human Resources

Admin and Finance - HR

Administration and  Finance – Information Technology and Computer Services (ITCS)

Admin and Finance - ITCS

Administration and Finance – Parking and Transportation

Admin and Finance - Parking and Transportation

Administrative Support Services Working Group

3.3.1.2 Administrative Support Assessment Working Group Report June 30 2011

Assessment Reports: After

Chancellor's Office Report for 3.3.1.2

Assessment Reports: Before

Chancellor's Division - Office of the Chancellor

Assessment Rubric

Chancellor's Division - Office of the Chancellor update  1 18 11

Carnegie Class

ECU NSSE 2012 Carnegie Class

Comprehensive List of Assessment Methods

Administrative Support Assessment Methods

ECU Program Review Guidelines for Administrative and Support Units

Non-Academic-Program-Review-Format

 

 

NSSE Results by Domain and Year related to Administrative Support Services and Institutional Effectiveness (SACS Principle 3.3.1.2)

NSSEbySACSprinc-3-3-1-2-(2012)

Office of Academic Program Planning and Development

Non-Academic Program Review

Overview of Assessment Planning and Reporting, 2009-2010

Overview of Non-Academic Assessment Reporting for 2009-10

Overview of Assessment Planning and Reporting, 2010-2011

Overview of Non-Academic Assessment Reporting for 2010-11

Overview of Assessment Planning and Reporting, 2011-2012

Overview of Non-Academic Assessment Reporting for 2011-12

Questions (Quick Reference Guide – Support Units

Reference Guide Support Units

Review Memoranda

3 7 11 Office of the Chancellor

Rubric to Evaluate Administrative Support Unit Assessment

CH-Office.of.the.Chancellor-Rubric.Results-11-06-11

S. Rudolph Alexander Performing Arts Series (SRAPAS)

SRAPASXexternal_report1

Second Review Memorandum

CH-Office.of.the.Chancellor-Memo.Results.Report-11.6.11

Southeast Public

ECU NSSE 2012 Southeast Public

Table 1:  Assessment Units and Reports:  Administrative Support Services

 

Assessment Units Administrative Support

Table 2:  Assessment Methods for Administrative Support Services

 

Assessment Methods Administrative Support June 20 2012

Table 3:  Summary of the Use of Results for Administrative Support Services

 

Summary of Use of Results Administrative Support

Table 4:  Alignment of Administrative Support Services Units to ECU Strategic Directions

 

Alignment of Assessment Units to Strategic Directions - Administrative Support

Table 5:  Telling Our Story:  Administrative Support Services Units

 

Strategic Directions Stories - Administrative Support