2.10 - Student Support Services
The institution provides student support programs, services, and activities consistent with its mission that are intended to promote student learning and enhance the development of its students
Judgment of Compliance
The College certifies compliance.
Cleveland Community College's student support programs, services, and activities are created to support the College's mission of providing diverse and accessible learning opportunities to meet the education and training needs of our community. The College fosters student success, promotes student learning and provides comprehensive services dedicated to enhancing the college experience and the total growth and development of students. Student Services and Academic Programs provide quality services in an atmosphere focused on student engagement and retention including enrollment, academic, and student support.
These services are available to traditional and distance learning students. Services are delivered in a variety of methods and representatives utilize varying combinations of phone, text, email, instant messaging and social media to communicate with traditional and distance learning students. Also, prospective and current students are able to access support programs and services, and many other resources through the College website and MyCleveland (student portal), as well as Blackboard (learning management system). Students participating in the Career and College Promise program (dual enrollment program for high school students) have access to all services. The College has Career Coaches dedicated at two high schools each with the goal of ensuring students are aware of support programs, services, and activities available through the College.
Student Body Profile
The College’s primary service area is Cleveland County with 83% of students enrolled during the 2016-2017 academic year residing in the county. Through distance learning opportunities, the College enrolls out-of-state students; however, 99% of all students are from 30 counties in North Carolina. For the 2016-2017 academic year, 70% of students were 18-30 years of age with a mean student age of 25. Approximately 70% of students were enrolled full-time, and females represent 61% and males represent 39% of enrolled students. Racial/ethnicity distribution was 71% white/non-Hispanic, 20% Black/Non-Hispanic, 5% Hispanic, 3% other/unknown, and 1% Asian/Pacific Islander. Over 55% of students enrolled received some form of financial assistance.
Student Services houses the following departments whose mission is directly related to student support: admissions, academic advising for high school students, career counseling, diagnostic assessment and placement testing, disability services, financial aid, graduation counseling, international students, new student orientation, outreach, records, recruitment, TRiO Talent Search and Veteran’s benefits. The Student Success Center and the Advising Center, which includes counseling, Minority Male Mentoring, the Student Government Association, TRiO-Student Support Services, and tutoring are part of Academic Programs, while the Library is included in General Administration.
These departments work collaboratively to assist students in achieving their educational goals, and to promote both life-long learning skills and personal achievement.
Data, Evaluation, and Planning
Support programs and services are assessed annually through various mechanisms. Continual evaluation is part of the program review process. Student Services conducted its last program review (which included the Student Success Center) in 2014 with the one-year follow up in 2015. The Library completed its program review in 2016.
Data from biannual surveys are collected as well as data these units may have (usage reports, evaluations of numerous events – Career Day, New Student Orientation, etc.). The survey data include Community College Survey of Student Engagement (CCSSE) data in odd-numbered years (2015, 2013, 2011) and data from an internal College Survey (2016, 2014) in even-numbered years. Examples of variables utilized in the internal College Survey include items like awareness of individual support services, satisfaction with individual support services, campus safety, and satisfaction with individual library resources, services, and features. Additional surveys are administered if more information is deemed necessary. These data are used in meeting the Student Services goals and objectives in the College’s strategic plan, Cleveland’s Continuous Improvement Plan for Student Success (CCIPSS).
In October 2014, the College established the Enrollment, Retention, and Success Committee (ERS). The ERS Committee is charged with planning, evaluating and implementing initiatives to improve enrollment, retention, and success for all instructional areas. The Committee appointed several task forces to research and make recommendations for change based upon feedback from work groups identifying issues facing the College in the areas of enrollment, retention, and success. Several new initiatives designed to improve services were implemented based on the work of the task forces. These include the creation of an Advising Center (see Advising Center Proposal to ERS December 2015), the requirement of New Student Orientation (see NSO Proposal to ERS December 2015), and the requirement of ACA 115 Success and Study Skills or ACA 122 College Transfer Success for all programs requiring ENG 111 Writing and Inquiry (approved in September 2015). The implementation of these initiatives demonstrates that the College continually evaluates student needs and implements change as a result. The respective task forces presented their recommendations to the ERS Committee in December 2015. The ERS Committee approved and presented its findings to Administrative Council for approval.
Academic advising is a comprehensive process that includes trained academic advisors, counselors, staff, and faculty assisting all students in clarifying their educational goals, developing an educational plan, and monitoring their educational progress. The College created a dedicated Advising Center in January 2016 thanks in part to a First in the World grant, housing 5 full-time advisors. All new and returning students who have completed less than 24 credit hours are required to see their assigned advisor, based on their program of study, each semester to select the appropriate courses to meet their educational plan, before they can register for classes.
Students who have completed 24 or more credit hours are not required to meet with their assigned faculty advisor. Special credit students (students who have not declared a program of study) may seek advising from the Advising Center. Staff in Student Services provide advising to high school students enrolled in Career and College Promise, while faculty advisors provide advising to Allied Health and BLET students. All students are informed through their Welcome Letter to locate contact information for their advisor through their student profile in MyCleveland or the online Academic Advisor Directory.
The Advising Center and faculty advisors are available during office hours and advise students on-campus, via email or phone. To provide additional academic advising for students, there is a variety of resources available to students to assist with their academic planning. Distance learning students are assigned an advisor as traditional students, based on their completed hours and program of study. Distance students can be advised on-campus, by email, or phone. General information about advising can be found on the College Website, Academic Bulletin and Student Handbook, and the New Student Orientation Program.
Admissions and Records
The Admissions Office is the initial entry point for students seeking degrees, diplomas, certificates, and individual courses. Traditional and distance learning students apply electronically for admissions to the College through the College Foundation of North Carolina (CFNC.org). The office is responsible for processing the application for admissions, creating the academic file, and processing initial correspondence to students. Local and distance learning students may contact an admissions representative by phone or email at email@example.com.
Admissions for international students is provided, along with required notification using SEVIS (Student and Exchange Visitor Information System) to comply with Homeland Security and Immigration law. Admissions information and requirements are available online, in the Academic Bulletin and Student Handbook, the Policies and Procedures Manual, and by visiting or contacting the College and speaking with an admissions representative.
The College contracts with Follet to operate the College Store for the convenience of students. The College Store provides course supplies, required textbooks, apparel and accessories, and technology resources. Students can purchase their textbooks and supplies on-campus or online at the College Store’s website. The College Store provides a Cash Back and rental program that benefit students who wish to sell and purchase or rent used books at a lower cost.
College counselors provide confidential counseling services to all enrolled students. Counselors recognize that counseling is learning, and that real learning occurs when both the student and the counselor are fully involved in a responsible way. The counselor's role as a counselor and a teacher is to provide support and direction with academic and personal concerns. Counselors provide short-term counseling for a variety of problems; however, if the problem is of an intense psychological nature, the counselor will refer students to an appropriate agency outside of the College. A variety of College Knowledge and Awareness events are available to promote academic and personal success and provided to students on an ongoing basis. Distance learning students may access student counseling services face to face or by phone.
The College is committed to equal educational opportunity and to ensuring that no qualified person is denied access because of a disability. Disability resources are available for students with a documented disability by providing reasonable accommodations to ensure equal access to, and participation in, all academic programs, services, and activities, in accordance with the Americans with Disabilities Act (ADA) of 1990. Information about available services and how to obtain them are accessible from the College website, Academic Bulletin and Student Handbook, Disability Services Guide, or by contacting the Director of Enrollment Services. Distance learning students have the ability to conduct all aspects of this process using email, phone and/or accessing the information on the College website.
The Financial Aid Office offers a comprehensive program of student assistance, which includes federal, state, institutional, private, and local fund sources for traditional and distance learning students. Financial aid processes are completed electronically with the Department of Education and the College Foundation of North Carolina (CFNC). Financial aid includes Federal Pell Grant, Federal Work-Study, Federal Supplemental Educational Opportunity Grant, North Carolina Student Incentive Grant, North Carolina Community College Grant, North Carolina Lottery Grant, Veteran’s Educational Aid, Child Care Grant, and institutional scholarships. Distance learning students can complete the process online and may contact a financial aid representative by email or phone. Information related to financial aid such as contact information and deadlines, are available on the College website, as well as the New Student Orientation program. The Financial Aid Office conducts numerous workshops for current and prospective students, area high school students and parents, and hosts a FAFSA Day each year as part of the College Foundation of North Carolina (CFNC).
Library and Helpdesk
The Jim and Patsy Rose Library is located on the main campus. On and off-campus students have equal access to library services, including distance learning students and students located at our off-site locations.
The library houses nearly 34,000 books and over 3,000 DVDs, along with research databases and periodical and newspaper subscriptions. The library provides on and off-campus students space for individual and group work, and collaboration/study rooms equipped with technology. Additionally, the Library supports on and off-campus students, including distance learning students, by providing access to the NC LIVE and other resources. NC LIVE is a consortium of North Carolina libraries, providing digital content and services to public and academic libraries statewide. NC LIVE, accessible to anyone with an internet connection, provides over 100,000 electronic resources such as journal articles, eBooks, and streaming video. Students are able to borrow materials and get assistance finding and using resources. The library offers interlibrary loan services for all students.
The College Library also houses a student technology helpdesk for on and off-campus students, including distance learning students. The Helpdesk provides support for college-related issues such as logging into and using student email, MyCleveland, and BlackBoard. Additional services include assistance with various computer programs and creating presentations. The Helpdesk is open during Library hours and students can visit in person, call, email, or text.
New Student Orientation
New student orientation is required for all new students, excluding students declaring as Special Credit (students who have not declared a program of study) or Career and College Promise (dual enrollment) students. The orientation program provides new students with an opportunity to become familiar with the campus, courses and programs, support services, student life, college expectations, campus safety, and next steps. Students may complete the orientation completely online via the College's website or they can enroll in a seated version of the orientation. General information related to New Student Orientation can be found on the College Website and in the Academic Bulletin and Student Handbook.
Students applying to the College must meet certain program and course eligibility standards. The College administers the NC Diagnostic Assessment and Placement (NC-DAP) test to assess a student’s ability and readiness. Placement test scores are used for academic advisement and course placement as evidenced by the College Placement Scores document. Practice questions and resources are available for students and testing is offered at a variety of times throughout the year. Distance learning students can take the placement test at any North Carolina Community College and submit scores to the College for review and determination of placement.
High school students participating in Career and College Promise (dual enrollment) must satisfy eligibility requirements as described in the Career and College Promise Operating Procedures. Placement testing is offered at various high schools for students interested in Career and College Promise.
Recruitment begins with visits to the four local high schools, as well as Adult High School and High School Equivalency classes. In addition to high school recruitment activities, the College participates in the Carolinas Association of Collegiate Registrars and Admissions Officers (CACRAO) regional recruitment tour. Other activities include recruiting at community events, area churches, and Rapid Response (plant closings). In these recruitment activities, prospective students are made aware of the programs and academic and support services offered at the College.
The Student Services department provides assistance with transcript requests, transcript evaluation, and enrollment verification. The department also maintains academic files, grades and transcripts, and certifies academic program graduation eligibility requirements. Records information is available online, in the Academic Bulletin and Student Handbook, in the Policies and Procedures Manual, and by visiting the Student Services Department and speaking with a representative. These services can be completed in their entirety on-campus or online.
The College supports students, staff, and faculty by ensuring a safe and secure environment for all. Campus Security provides support with crime prevention, security patrols, traffic control, and vehicle assistance.
Student activities offer leadership, recreational, social, and cultural opportunities, both on and off-campus, that enhance the student's educational experience. Students are encouraged to explore interests and to become involved within the campus community by creating major-specific and interest-specific clubs through the Student Government Association (SGA). In a given year, the College typically has about 11 sponsored clubs on campus that regularly meet to provide students opportunities for entertainment, socialization, leadership, and service.
Students who want to form a club must follow the procedure specified in the Academic Bulletin and Student Handbook. Clubs are formed based on student interest and with the approval of the Student Government Association. Faculty and staff are encouraged to become advisors for on-campus clubs and the clubs are encouraged to get involved both on-campus and in the community. Cleveland Community College believes these organizations are critical to student engagement and retention.
TRiO-SSS is a program designed to provide academic development opportunities to students who are currently receiving the Federal Pell Grant while motivating students to successfully complete a postsecondary education. TRiO-SSS is focused on first-generation college students and financial need. Services provided by the program include tutoring in a variety of subject areas, one-on-one academic advising and educational planning, free workshops and seminars on study skills and organization, and mentoring opportunities to help students set personal and academic goals. Counseling and financial aid services are also provided, along with personal assistance with applications to four-year universities and completing the financial aid process. Students also have opportunities to participate in on and off-campus cultural enrichment activities which educate and enhance the college experience.
TRiO – Talent Search
The TRiO Talent Search Program is an early intervention program that promotes and prepares middle and high school students for college enrollment and success. The program identifies and assists students who have the potential to succeed in higher education by providing academic, career, and financial counseling, while promoting high school completion. Support services including personal success coaching, tutoring, mentoring, career and college exploration, cultural enrichment opportunities, SAT/ACT assistance, and financial planning are provided to eligible students in grades 6 – 12. Talent Search Success Coaches advise students on rigorous pre-college curriculum to ensure post-secondary eligibility and enrollment.
The College provides free access to tutoring services consisting of individual and online tutoring by professional and peer tutors for supplemental academic support. Tutoring is provided in a variety of subject areas with math and writing being the most popular. The tutoring center, located on the main campus within the Student Success Center, can also assist with note-taking, time management, overall test taking, and other general study strategies.
Students are referred for tutoring by their instructor for a specific subject area. Students, faculty, and staff visit the Student Success Center Tutoring webpage for the schedule of available subjects. Smarthinking.com is our free online tutoring service, available 24 hours, 7 days a week. This is a great option for distance education students, evening students, or any student who needs tutoring instantly. Students can access Smarthinking by clicking on Course Tools in any Blackboard course.
The College is approved to certify curriculum courses for veteran’s educational assistance under the G.I. Bill. Each semester, the College’s Veteran Affairs representative assist students in initiating and certifying their educational benefits with the Veterans Administration. The College complies with state and federal VA educational audits on an annual basis.