University of Hawaii Community Colleges
Student Services Annual Report of Program Data (ARPD)

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Review Year: College: Program:

College: Leeward Community College
Program: Student Services

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The last comprehensive review for this program was on 2012, and can be viewed at:

Program Description

Student Services at Leeward Community College include Recruitment,  Admissions and Records, Financial Aid, Counseling and Advising, Student Life, Job Prep Services, the Student Health Center, and the Office of the Dean of Student Services.  Student Services also includes grant-funded programs aimed at improving retention in CTE areas, and prviding Academic Coahcing and Coaching training.   Student Services also assumes responsibility for the implementation of a campus intervention team - Team CARE, which strives to coordinate services for students exhibiting needs and for the campus at large around student centered issues.

Programs in Student Services assist potential students in their application to, enrollment in and payment for classes that lead to career and/or personal growth areas of interest.   The seven units under the auspices of the DOSS with more than 55 personnel employed proudly work in a collaborative and cooperative manner to provide outstanding customer service to Leeward students, faculty and staff.

The Recruitment Office provides outreach to area high schools and community organizations and works closely with the public relations office to promote an awareness of the college and its programs and services.  It coordinates outreach college preparatory activities, college fairs, campus tours and special events to help entice prospective students to consider Leeward and its programs and services.   The Recruitment Office was first established under GEAR UP funding and has remained an active and vital part of the campuses growth in student population. The APT Recruiter coordinates a cadre of Peer Mentors who provide 1:1 assistance to students from area high schools and who provie classroom presentations at teacher request on topics related to college aspiration, financial literacy, college success, etc..

Admissions and Records processes applications, assists with registrations and maintains student records.  The office also houses Veterans' services for certification of VA benefits, and performs transcript evaluations for all students seeking transfer credit.   The Registrar also provides assistance in special admission programs, serves as the college's FERPA Officer and makes all residency determinations.  INcreasingly the Registrar's Office has become involved in special admissions programs and HGI initiatives such as automatic noting of credentials, reverse graduation, dual enrollment and Early College options.

The Financial Aid Office promotes and processes financial aid applications for all students, and ensures federal and system regulations are followed.

The Counseling and Advising Offices provide initial and ongoing academic advising and personal counseling for all students, prospective students and graduates.   Counselors are assigned a case load of students for whom they assume professional responsibility, including intrusive counseling as needed according to SAP, UAP and Early Alert policies and practices.  Recent developments in Counseling include the repurposing of a central counselor position in support of STEM majors, and the assignment of a Perkins-funded position to coordinate a new Veterans Resources Center.  Additionally we were successful in securing a VSOC (Veterans Success on Campus) Voc Rehab Counselor from the VA assigned to Leeward .5 FTE.

The Student Life Office provides orientation, student government representation, student activities and communications and coordinates commencement activities.   Student Life has focused in recent years on the development of inramural sports in cooperation with system efforts to promote this.

The Student Health Center is an extension of Student Health Services from UH Manoa, providing clinic and basic first aid services to all students on a daily basis.

The Job Prep Services Office provides career information and exploration and job referral services to students and graduates.   This office also acts as the lead in the system adoption of a software product to help track student job interest and placement.

The Office of the Dean of Student Services coordinates and oversees the efforts of the units within student services, acts as an ombudsman for students, and enforces the student conduct code.   The Student Services Program Officer assists the Dean with coordinating Early College options, Early Alert interventions, GEAR UP and Perkins Grant funding, and the implementation of the Starfish student retention software product at both a campus and now system level.

Part I. Quantitative Indicators

Demand Indicators Program Year  
10-11 11-12 12-13
1 Annual Headcount ALL Students 9,939 10,050 10,050
2 Annual Headcount NH Students 2,586 2,668 2,667
3    Actual Percent Change from Prior Year ALL 4% 1% 0%
4    Actual Percent Change from Prior Year NH 39% 3% -0%
5 Annual Headcount of Recent Hawaii High School Graduates 1,113 1,108 1,124
6    Percent of Service Area's Recent High School Graduates 11% 11% 11%
7 Annual Headcount of Students 25-49 Years Old 2,967 2,107 2,060
8 Annual Headcount from Underserved Regions 5,581 4,160 4,204
9 Annual Headcount in STEM programs 612 486 682
10a Fall
Registration Status
New Students 1,529 1,468 1,515
10b Transfers Students 660 654 766
10c Continuing Students 3,612 3,572 3,571
10d Returning Students 474 438 466
10e Home Campus Other 1,667 1,763 1,642
11a Spring
Registration Status
New Students 459 468 491
11b Transfers Students 371 411 428
11c Continuing Students 4,518 4,425 4,518
11d Returning Students 267 289 288
11e Home Campus Other 1,562 1,656 1,492

Efficiency Indicators Program Year  
10-11 11-12 12-13
12 Pell Participation Rate ALL Students 30% 35% 41%  
13 Pell Participation Rate NH Students 49% 56% 54%
14 Number ALL Students Receiving Pell 2,012 2,320 2,461
15 Number NH Students Receiving Pell 787 905 930
16 Total Pell Disbursed ALL $6,263,362 $7,296,999 $7,823,397
17 Total Pell Disbursed NH $2,538,347 $2,920,841 $3,113,780
18 Overall Program Budget Allocation $2,971,661 $2,993,772 $3,046,772
19 General Funded Budget Allocation $2,683,246 $2,595,860 $2,595,860
20 Special/Federal Budget Allocation $230,324 $397,912 $450,912
21 Cost Per Student $299 $298 $303
Achieving the Dream AtD Fall Cohort
2009 2010 2011
22 FT AtD Cohort (ALL) complete 20 credits first year 447 419 435
23 FT AtD Cohort (NH) complete 20 credits first year 71 99 109
24 PT AtD Cohort (ALL) complete 12 credits first year 212 232 206
25 PT AtD Cohort (NH) complete 12 credits first year 35 62 63
*Data element used in health call calculation Last Updated: March 14, 2014

Effectiveness Indicators Program Year  
10-11 11-12 12-13
26 Persistence Fall to Spring ALL Students 71% 71% 71%  
27 Persistence Fall to Spring NH 70% 69% 69%
28 Degrees & Certificates Awarded ALL 657 721 770
29 Degrees & Certificates Awarded NH 166 166 194
30 Degrees & Certificates in STEM ALL 5 10 18
31 Degrees & Certificates in STEM NH 0 0 2
32 Transfers to UH 4-yr ALL 338 405 391
33 Transfers to UH 4-yr NH 81 90 104

Community College Survey
of Student Engagement (CCSSE)
Survey Year  
2008 2010 2012
34 Support for Learners Benchmark (Percentile) 40 80 80  
Means Summary All Students ( 1 = Not at all/Rarely, 2 = Sometimes/Somewhat, 3 = Often/Very )
35 Academic Advising      
  Frequency 1.66 1.77 1.84
  Satisfaction 2.22 2.26 2.32
  Importance 2.55 2.64 2.66
36 Career Counseling      
  Frequency 1.49 1.55 1.56
  Satisfaction 2.09 2.23 2.25
  Importance 2.44 2.51 2.50
37 Job Placement Assistance      
  Frequency 1.14 1.16 1.19
  Satisfaction 1.81 1.89 1.94
  Importance 2.01 2.08 2.13
38 Financial Aid Advising      
  Frequency 1.46 1.62 1.70
  Satisfaction 2.09 2.16 2.18
  Importance 2.31 2.48 2.44
39 Student Organizations      
  Frequency 1.21 1.24 1.23
  Satisfaction 1.90 1.90 2.00
  Importance 1.89 1.93 1.96
40 Transfer Credit Assistance      
  Frequency 1.39 1.49 1.37
  Satisfaction 2.00 1.96 2.01
  Importance 2.29 2.36 2.33
41 Services for People With Disabilities      
  Frequency 1.21 1.19 1.18
  Satisfaction 1.91 1.96 2.00
  Importance 2.15 2.22 2.15
*Data element used in health call calculation Last Updated: March 14, 2014


Part II. Analysis of the Program

Student Services programs at Leeward remain strong and growing.   Demand is impacted not only by a consistently increased student population, but also by a campus-wide emphasis on student success.   Record enrollment growth over the past four years continues to populate our classrooms.   This is reflective of the shifting emphasis on our campus from mere access to success for all students.   The strategic goals related to increasing Native Hawaiian student participation are being met well through our Halau, through the Waianae campus expansion and through our regular systems of outreach and support.   The 35% increase in student population in recent years, coupled with a dearth of human resources including a clerical hiring freeze and a lack of new position authorization, has created a stressed system - a need that continues each year that additional resources remain unavailable.  It is important to remember the source of the stress the longer we live with it, and to not forget to remedy it when given the opportunity.

The campus has responded in part through the creative use of grant funding.   Perkins supported positions in Job Prep Services and Financial Literacy are likely to expire this year (the 4th year of such offerings available to us by extension), however, and the availability of institutionalized replacements remains dubious in the year ahead.   Three new positions funded in 2012-13  continue to address 1) FYE through an APT Coordinator (through GEAR UP) and 2) CTE Retention and Completion indices (through Perkins's funding for 3 Retention Specialists in the current year, although hiring has proven difficult and we have yet to have all three positions filled).  A newly allocated General Fund position in Financial Aid (as of November 2011) helps to account for the increased efficiency of our FAO to process more applications and award more funds, as does a system investment in a Centralized FAO function.   Without such support the increased demands of SAP monitoring and adjustments would create a woeful backlog of work and a decreased level of service to students.  A lack of commensurate support for a high priority Assistant Registrar position continues to be reflected in poor processing times particularly for transcript evaluations where the delay is often several months long.   As the college approaches the full implementation of reverse graduation, automatic noting of credentials, and Ka`ie`ie expansion, the addition of personnel to our Admissions and Records Office becomes even more critical.

The Student Success Commmittee effort on our campus has helped us institutionalize the Strafish software product as a case management tool for supporting students' academic needs during the semester through a campus-wide Early Alert progam dubbed Maka`ala.  The involvement of faculty with support staff has been significantly enhanced through this effort.

CCSSE scores and transfer and completion indices seem to show efforts are effective and appreciated with trend data moving in a desirable direction.

To address a need identified last year, a central counseling position that became vacant through retirement was repurposed to provide Program Counseling support for students in the newly approved ASNS degree.   Additionally, Perkins funds were sought and approved to provide a Program Counseling position devoted to the college's signficant population of veterans and military-involved students.   This grant also provided a means to support the establishment of a Veterans Resource Center which opened in November.  An additional application to the VA for its expansion of the VSOC Program resulted in a .5 FTE Voc Rehab Counselor from the VA being assigned to the Leeward campus, split with Manao. C3T funding provided the opportunity to create a temporary APT position to act as coordinator of Academic Coaching offered through INside Track and the round one funding.

More needs to be done to improve transition to college and student success in the first semester where the bulk of our UAP students first experience their failure.  More needs to be done to reduce the time spent in developmental education for a large segment of our first-time students.   More needs to be done to support high need student populations in and from poor and relatively rural and isolated communities.  Leeward is the conduit for large segments of the local high school population who are poorly prepared for college and who require strong supports for their college aspirations.  Planned, strategic enrollment management will help us identify our potential student population early, and support them through the application, placement and transition stages to help ensure initial success, retention, persistence and completion.     More needs to be done to coordinate acceptance, registration, financial aid support, transition to college, career goals, placement in approprtiate coursework with appropriate supports and progress-toward-completion monitoring.

In short we do a very good job for a large number of people; we need to do a better job for all of our students.   Doing that cooperatively between and among the branches of student services and in thoughtful and deliberate ways with instruction and academic support systems at the campus and within the University is likely to continue to be the most productive means to a most important end.


Part III. Action Plan

Annual Program review processes will allow programs and offices to make the case for institutionalizing temporarily funded Perkins positions in Job Prep and Financial Aid.  However, neither of these positions rose to the top of priority planning last year, and in part as a result, we lost the excellent people who had occupied those roles.   Program Review will also continue to provide a mechanism to advocate for increased personnel in mission-critical areas such as A&R and Transcript Evaluation, Recruitment and Counseling, where the Assistant Registrar position has remained both Student Services' and the college's top priority for new positions for the past two years.

An increase in allocation for student help will fill manpower needs in recruitment and outreach, A&R, FAO, Counseling, Student Life and other areas.   This is both cost-effective and provides a needed resource for the students hired as peers.

Starfish Retention software use will be expanded both on campus and across the UHCC system to assist in automating the Early Alert/Maka`ala program and bringing increased resource allocation and attention to students whose mid-semester performance warrants.   This software was initially purchased using AtD innovation funds, and has been institutionalized through the Student Success Committee budget to date.   A reallocation of funds from SARS may also help support this software which to some extent is duplicative of functions SARS currently provides.   The UHCC system has indicated an interest in helping campuses find ways to support Starfish implementation though grant and other central allocation sources.

NH STEM and Male Mentoring positions were established through temporary Title III funds in the Halau.   Institutionalizing these positions will present the same challenges we face with our GEAR UP FYE Coordinator, our Perkins Retention Specialists and our C3T Academic Coaching Coordinator/

Program changes in STEM areas and the addition of the ASNS degree increased demand for a STEM -specific counselor.   Reallocation of existing counseling personnel was used to fill this need.   Additional peer support has been requested in this area for spring '14 using the Legislative special allocation for student hiring.

The Student Health Fees accumulated fund balance will continue to provide part-time Mental Health services until a more broad-scale approach can be provided by the University system.

Veteran-specific counseling services will continue to be provided through  Perkins funds until the next available position vacancy in counseling allows us to transition to a G-funded line.   The Veterans Center on campus housing the Mil/Vet counselor, VSOC Counselor and related services will need to find a more permanent location in the future.

Continued cooperation with community partners serving the Waianae Coast population will support outreach efforts to high school students and adults for whom college attainment may mean significant socio-economic advancement opportunities.

Waipahu High School has shown significant interest in developing a model Early College Program to serve the needs of a large number of students.  We plan to reallocate campus resources to support this project.   The college believes in the Early College philosophy and is willing to be a proactive partner in developing a model program for the state.

Part IV. Resource Implications

As noted in the analysis section above, more services are being provided at a greater level of intensity and on a broader scale to more students than at any time before by all offices in Student Services at both Leeward CC campuses.   This has been accomplished through more efficient use of existing resources, a more organized and cooperative approach among and between program areas, and asking more effort from everyone, sometimes to the point of breaking.   It has also been accomplished though grant funds and increased campus-based allocations.  At some point program-specific systemic resources will need to be deployed on a broad scale, authorized by the Board of Regents and the State Legislature or the house of cards may fall.

Of particular concern to Student Services at Leeward is the effective use of all positions already allocated to the UH system.   Vice President Morton has established a position count and redistribution policy among the UHCC system that has so far seen more of the former than the latter.  UH Manoa is reported to be "sitting on" a large number of unfilled positions that, if not needed there, are certainly needed at the community colleges.  At Leeward, student population has grown about 35% since the enrollment surge began in 2008.   The unduplicated headcount has increased by about 2,800 students (AY) while the number of permanent student services positions has not grown at all.  Instructional areas enjoy the flexibility of hiring lecturers or other part-time help to accommodate enrollment growth, but support areas such as student services cannot.   Leeward has fought valiantly against the natural propensity to do only what is necessary with limited resources and growing demands.

Five positions funded by GEAR UP, Perkins and C3T are in danger of being lost when the grant funding expires.   This is normal for grant funded positions, but if the legislature does not fund new positions and the system cannot break log-jams of its own making and reallocate positions, we have little hope of sustaining effective programs and practices we have been able to develop in recent years.   Performance funding holds some hope, but only if the college and the system are able to support us in using those funds for the creation of positions.

Program Student Learning Outcomes

For the 2012-2013 program year, some or all of the following P-SLOs were reviewed by the program:

this year?
Program Student Learning Outcomes


The Admissions and Records Office provides application options so that students can apply to Leeward Community College


The Admissions and Records Office provides transcript evaluations so that students can identify their academic options


The Counseling Unit provides a New Student Orientation (NSO) so that students can identify and/or locate resources and college information so they will be able to facilitate his/her success


The Counseling Unit provides an Early Alert program so that students can identify obstacles which impact his/her success


The Counseling Unit provides counseling and advising appointments so that students can identify degree and career options


The Counseling Unit provides counseling and advising appointments so that students can identify their needs to a counselor


The FAO office provides on-campus financial aid outreach to present Leeward CC students so that students are aware of financial aid resources


The FAO office provides general financial aid outreach so that students are aware of financial resources


The FAO office provides information and assistance about FAFSA resources so that students can receive Federal Pell Grants and Federal Loans


The Health Center provides health clearances so that students can enroll at Leeward Community College


The Health Center provides low cost immunization so that students can prevent acquiring communicable disease


The Health Center provides awareness of healthy lifestyles so that students can succeed in school


The Health Center provides information about health insurance so that students can attend school without health related stressors


Job Prep Services provides job readiness assistance so that students will be able to apply for jobs


JPS provides career resources so that students can access career information


Job Prep Services provides opportunities to meet employers so that students can research companies that match their career needs


Job Prep Services provides opportunities to apply for jobs so that students can secure employment


The Recruitment Office provides information about college so that prospective students can identify the benefits of college


The Recruitment Office provides application assistance so that prospective students can apply to Leeward CC


The Recruitment Office provides opportunities to be familiar with Leeward CC so that prospective students can identify programs and resources


The Recruitment Office provides information about enrolling at Leeward CC so that prospective students can enroll and register for college.


The Student Life Office provides leadership training and opportunities so that the students can demonstrate their soft skills.


The Student Life Office provides educational and social events so that the general student body can actively engage in the campus community


The Student Life Office provides leadership training so that students can demonstrate personal growth


The Student Life Office provides a college transition program so that students can develop familiarity with the college campus

A) Expected Level Achievement

All SLOs for all units are addressed in the Annual Program Review process coordinated by the college's Office of Policy, Planning and Assessment

B) Courses Assessed

Student Service Personnel schedule and instruct two classes on a regular basis each semester, IS 100 College Success, and SSCI Personal Development.   The IS 100 class has become synonymous with our FYE (First Year Experience) support.   Additionally a Student Leadership course is being offered this year by the Student Life Coordinator and a Job Shadowing course is being offered  by Job Prep Services faculty.

C) Assessment Strategy/Instrument

Each unit is responsible for measuring outcomes of its respective work and reporting those as part of the annual review and resource allocation request process.   Unit Heads have discussed and tentatively agreed to performance goals for their offices and services that reflect outcomes and process counts and that are less reliant on Learning Outcome terminology.   Course assessments and student performance measures related to enrollment and success are kept for all sections of all classes including IS 100 and SSCI 101.   These data are reported routinely as part of OPPA's reporting structure and the work of the Student Success Committee and its Course Rate Subcommittee in particular.

D) Results of Program Assessment

Progam Review processes at the campus have changed beginning with the current year, and ARRA documents are currently in process for each Unit.   Those review documents, involving outcome and process-tracking data are due for submission to the Dean on December 16, and to the Office of Planning, Policy and Assessment in January 2014.

E) Other Comments

A revised annual assessment of program outcome and process goals has begun for the 2013-14 academic year.   The timing of this Annual Review and Resource Allocation process overlaps the deadlines for submission of this ARPD.   Consequently hard data have not yet been submitted to reinforce the accomplishment of all program goals.   These data are due to the Dean in mid-December and to the OPPA in January.   A cycle of complete Program Reviews for selected Divisions of the college begins this spring.

F) Next Steps

Data tracking around efficiency of performance and turn-aroud tme for applications, residency determinations, financial aid awarding and the like should become more important metrics in assuring actual service to students than some of our more attificial SLOs.