Systems of Change: A ctcLink Experience
I can’t believe it’s already December. I feel like as each year passes, time flies by faster and faster. Before I know it, January will be here and I will be celebrating my two-year work anniversary at Clark College. Even though I’ve been with Clark for two years, I feel like I’ve been here for ten years.
Working in Enrollment Services, half of my work day is spent at the front desk. Our front desk is the main stop for students if they have any questions regarding enrollment, student services, and other resources we provide. I see this position as critical with providing equitable resources for students to succeed. I perform backhand springs and gymnastics daily for students so they can walk away with the correct resources and a sense of belonging. On top of working the front desk, I’m also responsible for processing admissions applications, program plans and stacks, waivers, being a pinpoint person for various underage student programs, and much more. But, I love working with students and would do anything to take care of them.
My second year at Clark focused on two things: community and ctcLink. ctcLink was the resounding conversation no matter who you spoke to on campus.
Before the launch, my department had the opportunity to participate in data validation labs. We would work in different screens to compare data conversions between the SMS Legacy system and PeopleSoft; this was my first real preview of the new system. I compared biographical information, unusual action codes (now service indicators), test results, and more. In addition, select people also participated in User Acceptance Testing. Unfortunately, I wasn’t one of those people.
Prior to the launch date, I was still fresh from attending Achieving the Dream’s Holistic Student Supports Institute in Chicago. I was jazzed to learn how this new system would be able to help students succeed. My optimism quickly faded when we signed up for our trainings. I was assigned seventeen classes to complete. Yes, you read that correctly: seventeen. And I’ll be honest – I was able to complete eleven of them. I would also use the word “training” lightly. They didn’t help us at all. If anything, we felt more anxious about the launch.
On Monday, October 28th, certain people in certain departments were given the green light to log in. My whole department realized that none of us had access to the proper screens in order to complete our responsibilities. These problems ramped up our anxieties and we were given a huge reality check of what this launch entailed. We were closed for two days before opening to help students. Because we didn’t have access that Monday, we only had Tuesday to navigate the system. The stress on our faces was obvious when we helped students the next day.
It’s been roughly over a month since the launch, and we’re still adjusting to our responsibilities. Our lines have been longer due to the amount of time it takes to help students and navigate the system. Which, in turn, cuts down time to complete our additional duties.
I’ve been thinking of recommendations colleges should consider for the sake of student and employee morale.
- Every single person needs to participate in User Acceptance Testing. A lot of employees were in the dark regarding the system, while a select few got to get their feet wet. My colleague actually recommended this – and I couldn’t agree more.
- Outline screens employees use before assigning access. I do know that this was attempted at Clark, but to no avail. All access should be given, then narrow security roles as employees adjust.
- Close for a week or two. Staff are resources to students and other employees, and everyone needs the chance to learn. Two days was not enough for us, and we paid the price.
- The trainings SBCTC provides needs to be more interactive. We found the training modules useless, though they were still under construction at the time we signed up.
- Communicate, communicate, communicate. This should be fairly obvious. Business processes are changing, and everyone needs to be included in those communications. In the end, information trickles down to students. They deserve a smooth process, and so do employees.
What I’m trying to get from my experience is in the end, we all serve and help students – even if we work behind the scenes. Every single day I step on campus, I ask myself how I can help a student. How can I make them feel like they belong? How can I provide equitable service? My purpose was tested during this launch because I felt like I was failing them. I couldn’t provide the same optimism and direction I normally would. I wasn’t the only one feeling this way. I know with time that this will all work itself out. It may take awhile, but everything will be fine. We take every day one student at a time. And they’re very appreciative of it. After students talk to us, they tell us they feel less stressed. I’m so happy to know I’m doing something right again. I’m still learning about how this system will help them succeed. Again, one day at a time. I’ll get there. I know Clark kept our students in mind, but I know we could’ve done better.
The number one positive outcome that came out of this launch was a sense of community. I already connect with other people outside of my department, but I never interacted with so many people outside of my department (and even Student Affairs) in my higher education career than ever before. We all share our discoveries, accomplishments, and frustrations together. When someone feels drained, we try to pick them up. I’ve developed a support system along the way, and that’s something I’ll always be grateful for. It’s the main reason why I love working at Clark College.
Malissa Fife
STTACC Communications Coordinator
To read more about STTACC, check out the Fall 2019 STTACC Chat!