Registrar Assessment Guide

The Follow-Up
Report

Institutional Assessment
Guidelines:
Registrar
(A Guides and Handbooks Report)

Todd V. Titterud
Revised 06/26/2007

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 Registrar Assessment Guide

Institutional Assessment Guidelines:

Registrar
(Todd V. Titterud, Revised: 06-26-2007)

The materials in this guideline have been collated to assist your department in the
institutional assessment process. The examples from similar departments in other
institutions are included for comparison purposes to help you develop or revise your own
department’s efforts. They are not intended as recommendations but as efforts to be
reviewed and critiqued to improve your own learning and understanding. While some may be
models of best efforts, others may reveal the range of understanding and interpretation which
is still prevalent. Each department and institution is following their own learning curve toward
the common goal of establishing a culture of evidence-based continuous improvement
founded on student and institutional learning.

1 Sample Mission Statements

County College of Morris:

Office of Records and Registration
The mission of the Office of Records and Registration is to support students in
achieving their educational goals, maintain the accuracy of student academic records,
uphold the integrity of the County College of Morris degree, and support the academic
programs of the College. The members of the Office of Records and Registration are
committed to providing consistent and courteous service to all those seeking
assistance from the office.

Metropolitan State College of Denver:

Office of the Registrar Department Mission Statement:
The Office of the Registrar pledges its adherence to the highest quality of service and
performance of its staff. The Office of the Registrar places services to traditional and
non-traditional students, and faculty first among its priorities. As a primary information
resource, this office actively seeks to effectively communicate and to inform students
of their rights, responsibilities, and all appropriate and required procedures.
Purpose:
ƒ To assist student services and academic affairs in ensuring compliance with
College policies and procedures pertaining to registration, curriculum, grading,
degree requirements, and dates and deadlines.
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ƒ To use computer technology to provide students, faculty, and staff with direct,
convenient, and secure access to data to provide necessary access/functions,
such as, enrollment, demographic/ID changes, grades, official and unofficial
transcripts, class lists, and degree requirements
ƒ To increase the efficiency of all key services as listed above

Missouri State University:

Office of the Registrar
Mission:
The mission of the Office of the Registrar is to provide quality support services to
students, faculty, staff, alumni, parents and other constituents of the University. As part
of this mission, our primary goal is to ensure the accuracy, integrity, and security of
academic records. The Office of the Registrar supports the University's mission to
develop educated individuals by interpreting, communicating, and enforcing academic
policies and procedures for the benefit of the entire University community.
Exemplifying the public affairs mission of the University, we strive for excellence in
everything we do and are committed to making a difference in the lives of others by
creating a work environment based on integrity, service, and inclusiveness. To
maintain the highest possible level of efficiency and effectiveness, we will challenge
ourselves to continuously examine the way we deliver services and information.
Objectives:
ƒ Maintain official student academic records.
ƒ Compile institutional enrollment data.
ƒ Coordinate in-person and web registration for all courses.
ƒ Oversee institutional FERPA compliance.

St. Ambroise University:

Office of Records Registration
The mission of the Office of Records and Registration is to maintain integrity in the
academic record-keeping, registration, grade reporting, catalog definition, and
commencement functions of the University.

Texas A&M International University:

University Registrar
To serve students, faculty and staff by providing information, assist students in the
pursuit of the proper courses in their chosen degree program, provide for an accurate
registration process, and maintain student academic records in a correct and timely
manner.

University of Texas-Pan American:

Records and Registration
The primary mission of the Office of Records and Registration is to provide support services to
university students, staff and faculty to insure educational goals are achieved and to support
the internal and external overarching goals of increasing student access, success, retention,
and graduation rates.

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2 Sample Goals

St. Ambrose University:

Office of Records Registration
1. Ensure accurate and up-to-date student academic records.
Objective/Strategy:
ƒ Perform random and periodic audits of student academic records.
Assessment/Evaluation: Compare evaluations to requirements as stated in
catalog. Review courses completed in gen ed/ major categories.
2. Support the registration process.
Objective/Strategy:
ƒ Conduct annual student survey requesting feedback regarding process.
Assessment/Evaluation: Tabulate satisfaction rate, response rate and
document similar comments.
ƒ Work with academic deans and director of advising to review course section
offerings.
Assessment/Evaluation: At completion of registration, review section
capacities, waitlists, and document areas of concern.
3. Implement and maintain method of informing faculty/staff/students regarding FERPA.
(Buckley Amendment)
Objective/ Strategy:
ƒ Develop training tool that can be presented in seminar format
Assessment/Evaluation: Random survey answering FERPA questions (i.e.
academic records)
ƒ Review information provided on website.
Assessment/Evaluation: Conduct periodic review of AACRAO & Amer.
Council of Ed website.
4. Maintain a focus on providing strong customer service.
Objective/ Strategy:
ƒ Perform program evaluation audits within 30 days of receiving application for
graduation.
Assessment/Evaluation: Work on developing a graduation communication
track.
ƒ Install customer feedback box.
Assessment/Evaluation: Sample response time.
ƒ Honor transcript requests within 48 hours.
Assessment/Evaluation: Meet with SGA officials to discuss student
concerns/ideas.

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3 Sample Objectives

Guam Community College:

To provide services (certification requests, transcript requests, evaluation requests,
application for admissions as a declared student, application for degree/certificate/diploma,
change/add second program/major, change of name/other) within designated deadline.
Means of Assessment: Run the Admissions Activities Microsoft Access Query to
view the various student requests processed by the Admissions and Registration
Office.
Criterion: 90% of activity counts in NIAS will indicate that services were provided
within designated
To provide complete and accurate student information (certification requests, transcript
requests, evaluation requests, application for admission as a declared student, application for
degree/certificate/diploma, change/add second program major, change of name/other).
Means of Assessment: Make survey forms available for students to complete and
submit via the suggestion box relocated at the reception area in the Student Services
Administration Building. Note: The Suggestion Box will be redesigned for maximum
visibility and awareness.
Criterion: 85% of the responses to a satisfaction survey instrument will indicate,
"satisfied or very satisfied" that information provided was complete and accurate.
To provide service in a prompt and courteous manner.
Means of Assessment: Make survey forms available for students to complete and
submit via the suggestion box relocated at the reception area in the Student Services
Administration Building. Note: The Suggestion Box will be redesigned for maximum
visibility and awareness.
Criterion: 85% of responses to the Satisfaction Survey instrument will indicate, "Agree
or strongly agree" that services were provided in a prompt and courteous manner.
To provide timely and accurate student information (e.g., enrollment data) to administrators
and faculty for planning purpose. This entails creating a data request system, including
designated deadlines. Deadlines will be established between the Office of Admissions and
Registration and the requestor in cases where there are no existing deadlines (e.g., ad-hoc
reports). This also entails creating a logbook of tudent reported errors in transcripts and
certificates.
Means of Assessment: Log book and storage system (electronic and physical).
Criterion: 90% of data request forms compiled in a data request binder will indicate
completion within designated deadlines. There will be no repeated errors in transcripts
and certifications reported in the logbook for a particular student.
To conduct staff meetings on the fourth Friday of every month to discuss issues, concerns,
policies, and Admissions and Registration activities.
Means of Assessment: Document issues brought up at meetings, and identify issues
that were resolved or not resolved. Place deadlines on resolution of all outstanding
issues unresolved.

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Criterion: 100% of all items discussed will be documented. 100% of all unresolved
matters will be given a deadline.
To keep staff well informed by providing them with a monthly calendar of upcoming
Admissions and Registration activities and a schedule of counter service coverage.
Means of Assessment: Continuous publication and distribution of calendar to staff on
the fourth Friday of each month.
Criterion: Continuous publication and distribution
To ensure that all individuals accessing NIAS are aware of the Code of Responsibility and
FERPA rules and are provided with NIAS training as needed.
Means of Assessment: NIAS user list from MIS and cross check with signed Code of
Responsibility files for completeness. NIAS training signin/attendance sheets along
with the request(s) for training.
Criterion: 100% of NIAS users will have read and signed the Code of Responsibility
and the NIAS users list will be cross checked with Human Resources to identify and
remove employees no longer employed with the College.

4 Sample Performance Indicators

Dalton State College:

Enrollment Services
• Number of Applications Processed
• Number of Transcripts Issued
• Number of Financial Aid Applicants Processed
• Number of Student Loans Processed
• Number of Student Workers Placed by Financial Aid Office
• Number of Graduation Applications Processed
• Number of Transcripts Evaluated
• Number of Student COMPASS Tests Administered
• Number of Student SAT Tests Administered
• Number of Full-Time Staff
• Number of Part-Time Staff
• Number of Professional Development Activities by Staff
• Percentage of Staff Serving on Committees
• Total Operating Expenditures (FY ______ )
• Operating Supplies & Expenses (FY ______ )
• Equipment Expenditures (FY ______ )
• Total Scholarships and Fellowships

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Sample Student Learning

5 Outcomes

Mendocino College:
The SLO's listed below are what we expect our students to be able to do when they graduate
from Mendocino College with an AA or AS degree. Many of these skills are taught both in the
classroom and by students' interaction with college offices and activities. Please fill in the
chart below indicating how your department helps students to learn these skills. Be specific
and give examples. You may enter "Not Applicable" as appropriate.
1. Assume responsibility for your actions, and work effectively as an individual and as a
member of a group.
Articulation: Not Applicable
Matriculation: Not Applicable
2. Express ideas with clarity, logic, and originality in both spoken and written English.
Articulation: Not Applicable
Matriculation: Students are 'required' to take an English Assessment for proper
placement in an English course.
3. Apply mathematical principles to address and solve problems.
Articulation: Not Applicable
Matriculation: Students are 'required' to take a math assessment for proper
placement in a math course.
4. Gather and interpret data, using a variety of scientific methods, to address and solve
both practical and theoretical problems.
Articulation: Not Applicable
Matriculation: Not Applicable
5. Analyze, understand, and evaluate diverse ideas, beliefs, and behaviors.
Articulation: Not Applicable
Matriculation: Not Applicable
6. Access, interpret, evaluate, and synthesize information using multiple resources,
including current information technology.
Articulation: By providing students with information regarding the transferability of
courses to the four-year schools as well as articulation information. Students can use
ASSIST & the forthcoming Articulation Website to research requirements for the
programs of their choice and evaluate and plan their education here at Mendocino
College to achieve those goals.
Matriculation: The Matriculation process requires students to synthesize information
which is pertinent to a successful experience at Mendocino College.
7. Enhance physical and psychological well-being by examining and applying health and
wellness concepts.
Articulation: Not Applicable
Matriculation: Not Applicable
8. Explore and express personal creativity throughout your life.
Articulation: Not Applicable

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Matriculation: Not Applicable

9. Understand yourself and others as members of our diverse global community.
Articulation: Not Applicable
Matriculation: Not Applicable
10. Understand and evaluate issues concerning use of the world's natural resources.
Articulation: Not Applicable
Matriculation: Not Applicable

Mendocino College:
Admissions and Records:
Students will demonstrate their knowledge of the deadline to add classes.
Why this outcome? The Institutional Student learning Outcomes clearly involves a
student’s ability to access information, apply it appropriately and to assumer personal
responsibility for his/her actions. Over the year, the number of petitions for enrolling
late into classes has increased. Late enrollment is defined as after the published “last
day to enroll in full term classes”. The date is published in the Schedule of Classes
and on the web. Since meeting deadlines is a life-long activity and touches many
aspects of a person’s life, assisting students in reaching this outcome should carry
over into other areas of their life experiences.
Assessment of the learning outcome will occur by the counting of the number of
requests for late enrollments.
Activities to promote this student learning outcome include:
1. Admissions and Records will send out public email reminders for the last day to
add
2. Admissions and Records will send out public email on office hours
3. Admissions and Records will modify the web page to enhance the deadline date
announcements
4. Students will meet with an administrator as part of the petition process
5. Sharing information with faculty at in-services so the same message about the
deadline gets to the student

6 Sample Other Outcomes

Metropolitan State College of Denver:

Office of the Registrar Intended Outcomes
1. To learn if students who use our services are receiving the level of service that they
require
Assessment Procedures/Methods: Evaluations/surveys will be created for a pilot
group to record their experience using our key processes, A focus group will be

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conducted to work with current students to gather data, A review of all existing
communications and communications methods will be conducted.
2. To discover where the bottlenecks lie with the key office processes and specifically
focusing on, but not limited to, communication and computer system enhancements
Assessment Procedures/Methods: An internal review of the workflow of our key
office processes will be conducted using AACRAO’s “Professional Development
Guidelines for Registrars: A Self Audit”
3. To enhance relations with faculty and other staff in student affairs that work directly
with our key office processes.
Assessment Procedures/Methods: An internal review of the workflow of our key
office processes will be conducted using AACRAO’s “Professional Development
Guidelines for Registrars: A Self Audit”
4. To learn the effectiveness of CAPP compliance reports and how they might be
improved
Assessment Procedures/Methods: To learn from elements of HLC/NCA Self-Study
surveys areas in which the office might improve its services to students (CAPP)

Missouri State University:

Program/Service: Web Registration-academic
After academic advisement has taken place, students are able to register themselves
electronically using Web Advisor/Web Registration system.
Intended Outcome: Web registration will be the preferred method of registration for
all students
Methods of Assessment:
ƒ number of students registering via the web
ƒ number of students registering in-person
ƒ survey/questionnaire – why in-person rather than web?
Intended Outcome: Divisional staff time devoted to in-person registration activities
will decrease
Methods of Assessment:
ƒ number of staff hours devoted to in-person registration functions
Intended Outcome: Non-Divisional staff time devoted to in-person registration
activities will decrease
Methods of Assessment:
ƒ number of staff hours devoted to in-person registration functions
Program/Service: Web Registration-CPP
Community members registering for non-credit programs are able to register and pay
using the online Web-Advisor/Web-Registration system.
Intended Outcome: Web registration will be the preferred method of registration for
all students
Methods of Assessment:
ƒ number of students registering via the web
ƒ number of students registering in-person/via mail or fax
ƒ survey/questionnaire – why in-person/mail or fax rather than web?
Program/Service: In-Person Registration-academic

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An “arena” style, one-stop advising and registration set up. Students are able to meet
with academic advisors; process registration; meet with Financial Aid and pay bills.
Intended Outcome: Provide new and returning students with an alternative
to using technology (Web-Advisor) to register
Methods of Assessment:
ƒ number of new students who attend
ƒ survey attendees about experience
Program/Service: In-Person Registration-CPP
Community members are able to register for non-credit programs/courses at the Office of
Records & Registration; via mail or fax.
Intended Outcome: Provide alternative method of registration for CPP students
Methods of Assessment:
ƒ number of new students who register in-person
ƒ survey attendees-why did you come in; mail or fax and not use the web?
Program/Service: FERPA Training and Compliance Monitoring
The Registrar is responsible for educating faculty and staff about the Family Educational
Rights and Privacy Act (FERPA) and monitoring campus compliance of this federal law.
Intended Outcome: The college community will be knowledgeable about FERPA
Methods of Assessment:
ƒ online awareness survey
ƒ training pre-test/post-test
ƒ follow up training – small group settings/departments
Intended Outcome: College personnel will comply with FERPA regulations
Methods of Assessment:
ƒ secret shopper feedback
ƒ number of complaints
ƒ student interviews/surveys about compliance

7 Sample Assessment Plans

University of Texas-Pan American:

Records and Registration Annual Action Plan
Unit Goal: To maximize services to students
Unit Objective: To maximize services to students.
Expected Outcome: Improved Service Excellence Rating on the SSI; to
provide services to evening students to help improve student success
Strategy(ies) for Achievement: Increase evening services to students
Assessment Criteria/Evaluation Methods: Review of Noel-Levitz
Student Satisfaction Inventory (SSI)-Service Excellence category;
anecdotal comments received from students

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Unit Objective: Provide comprehensive services in a professional, caring and cost

effective manner.
Expected Outcome: Safe, accessible, and secure copy of student transcripts
Strategy(ies) for Achievement: Monitor transcript process
Assessment Criteria/Evaluation Methods: Noel-Levitz Student
Satisfaction Inventory; anecdotal comments received from students
Expected Outcome: Availability of student’s hard copy transcripts over the
university network to authorized individuals
Strategy(ies) for Achievement: Monitor transcript process
Assessment Criteria/Evaluation Methods: Anecdotal comments
received from students, faculty and advising staff
Expected Outcome: Expanded availability of student hard copy transcripts
Strategy(ies) for Achievement: Monitor transcript process
Assessment Criteria/Evaluation Methods: Realizing we had not been
able to catch up on the scanning and indexing of the hard copy records
and that this time when they were going to be out of our possession, would
be an ideal time to have them scanned commercially contacted for the services

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