SLA – Student Affairs - University of California, Riverside

Transcription

Service Level Agreement
Student Affairs
Services
Jul 2016 – Jun 2017
SERVICE LEVEL AGREEMENT
CONTENTS
1.0
Executive Summary ........................................................................................................................ 2
2.0
Service Line Summary.................................................................................................................... 2
3.0
General Service Overview .............................................................................................................. 4
4.0
Service Line Detail ........................................................................................................................ 13
SLA Contact Information
SLA Doc Contact:
Email:
Cathy Eckman
[email protected]
SLA Best Practices Template Draft
Page 1 of 44
[Back to Table of Contents]
1.0 EXECUTIVE SUMMARY
Student Affairs plays an integral role in cultivating and supporting multi-faceted student success programs
and related activities. Our departments provide intellectual, emotional, physical, academic and social
development and support to our students. The Student Affairs central office provides oversight to the 35
departments under its purview, facilitates the human resource and budget related needs of our
departments, and coordinates the implementation efforts of our strategic goals. The Vice Chancellor
serves as an advocate for students by ensuring programs and services are in alignment with campus
goals and the needs of our student body. The departments represented in the following service level
agreement are committed to providing a meaningful student experience and do so through a myriad of
programs and services available to our student body.
Student diversity at the University of California, Riverside is a hallmark of this institution. As an
organization, one of our goals is to cultivate a vibrant campus community that is welcoming, inclusive,
respectful and responsive to the unique needs of all community members. The Dean of Students (DOS)
office and Ethnic and Gender (E&G) Program offices facilitate cross cultural awareness while addressing
individual needs and advocating for the betterment of our unique student populations. The E&G Program
offices serve as a liaison between students, alumni and the greater Riverside community, to include local
Native American reservations and community organizations. Many of the departments provide outreach
activities and assist in the recruitment efforts for a diverse student body. The E&G program offices foster
relationships to build inclusion, acceptance, and earnest communication with an emphasis on cultural
diversity. They collectively pursue civic engagement and civil discourse as a means to promote mutual
understanding. Throughout the last academic year, the E&G program offices offered almost 400
educational programs, workshops, speakers, and in-service trainings for students, faculty, and staff in an
effort to create a positive campus environment in alignment with the UCR Principles of Community.
For many students, the educational and discovery process takes place, in large part, outside the
classroom. It is Student Affairs’ goal to provide co-curricular services and programs to enhance student
learning and leadership, personal, and professional development. The Student Life Office plays a major
role in this process by promoting active partnerships with students, faculty, and staff colleagues to foster
and support student opportunities for learning, engagement, leadership development, community
building, and creative expression that complement academic experiences. In addition, Student Life
supports 445 student organizations and 43 fraternities and sororities, comprised of over 9,200 students.
Student Conduct & Academic Integrity Programs (SCAIP) supports the diverse educational community at
UCR by serving as a resource and educating the campus regarding issues of student conduct. SCAIP
promotes student development, accountability and success through consistent enforcement of student
conduct policies and the commitment to a safe, secure, and supportive environment. Student Conduct &
Academic Integrity Programs provides services to the entire UCR campus (comprised of over 21,500
students and 3,100 faculty/staff) and the UCR Palm Desert campus. Last year, SCAIP investigated and
adjudicated 341 academic cases, 320 social cases and 155 housing cases and put on over 100 outreach
events. KUCR is a student-centered, extracurricular, professionally managed campus radio station. It
broadcasts 24/7/365, airs numerous Public Service Announcements per year, produces numerous events
on campus and in the general community, produces thousands of hours of original program content for
our broadcast purposes.
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2.0 SERVICE LINE SUMMARY
Service Line Summary
Level of Service
Service
Core
Service
Premium
Service
Recharge
Service
Page #
Unit Services
Associated Student Program Board
√
Campus/Community Partnerships and
Engagement
Cultural, Social, Educational
Programming (including Educational
Trainings, Presentations, &
Consultations)
√
First Year Programs
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Fraternity and Sorority Support
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Highlander Orientation (Freshmen and
Transfer)
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Highlander Pep Band/Campus Vitality
√
KUCR 88.3FM
√
Peer Mentor Programs
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Physical Space Resource Management
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Staff One-on-One Support for Students
√
Student Conduct
√
Student Leadership and Service
Development
√
Student Affairs Administration
√
Student Staff Training and Supervising
√
Support Student Organizations
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Undocumented Student Programs
√
UC Legal Services
√
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Page 3 of 44
√
3.0 GENERAL SERVICE OVERVIEW
Associated Student Program Board
Student Life
 10-20 quarterly events for undergraduate students
 Large Scale Events:
o Block Party – 8,000 students
o Spring Splash – 9,500 students
o Homecoming Bonfire – 3,000 students
o Winter SOULstice – 1,700 students
 Nooner Concerts – Fall and Spring Quarters
o Each Wednesday, 100-300 students
 Movie Premiers- 3-5 per quarter, 300-500 students
 Lectures/Speakers – 2-5 per quarter, 150-700 students
 Highlander Welcome and Homecoming Events – 200-600 students
Campus and Community – Partnerships and Engagement
Chicano Student
 25 program collaboration partners
Programs
 Hosts approximately 30 school visits per year
 Host Summer Residential Program in partnership with Migrant Education
 Host 2 annual outreach conferences
 Chicano Latino Alumni Engagement
 20 tabling outreach
 Audience reach 5000
Lesbian, Gay,
 45 program collaboration partners
Bisexual,
 3 annual regional conferences
Transgender
Resource Center
Women’s Resource  GendeRespect Series
Center
Asian Pacific
 3-6 high school outreach events per year
Student Programs
 20-100 students per event
 1-2 alumni outreach efforts per year
Native American
 1 FTE Student Life Development Specialist 4
Student Programs
 1.12 FTE = 4 student assistants
 65 program collaboration partnerships
 5 conferences
Cultural, Social, Educational Programming
African Student
 Over 35 campus wide programs and collaborations / to date
Programs
 Attendees of over 3,700
Chicano Student
 15 Core Programs comprised of multiple events
Programs
 Additional Services include Cultural Competence Trainings and
Outreach/Recruitment Efforts targeted to K-12 and Community College
Students
Middle Eastern
 Over 45 campus wide programs and collaborations
Student Center
 Attendees of over 2,500
Lesbian, Gay,
 105 programs
Bisexual,
 Audience reach of 10,539
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Transgender
Resource Center
Women’s Resource
Center
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Asian Pacific
Student Programs
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Native American
Student Programs
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First-Year Programs
Student Life
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37 educational trainings, presentations, and consultations
Audience reach of 1,498 people
Self-Defense and Assertiveness Classes
2 annual events
4 months of themed programming (Domestic Violence Awareness Month,
Stalking Awareness Month, Women’s History Month, Sexual Assault
Awareness Month)
20-30 events per year
Large scale events
o Fall Welcome – 400 students
o Lunar New Year Festival – 500 students
o API Women’s Conference – 100 students
o API Heritage Month – 10-15 events over 1,500 students
Guest speakers – 2-5 per year, 50-500 students
1 FTE Student Life Development Specialist 4
113 Programs/activities
Audience reach of 18,130
79 mentees and 42 mentors with the First Year Mentor Program
143 Commuter Welcome
37 Transfer Welcome
3-4 quarterly events to support the First Year Mentor Program
Fraternities and Sororities
Student Life
 Fraternity and Sorority Support and Resources are comprised of 5
additional services/programs
o Fraternity and Sorority: 1425 students in 43 organizations
Highlander Orientation
Student Life
 5,000 new students with Highlander Orientation- Freshmen/Transfer
 60 Orientation Leaders
 Highlander Orientation for Freshmen – 10-12 two-day sessions, July –
August
 Highlander Orientation for Transfer – 4 one-day sessions, August
Highlander Pep Band and Campus Vitality
Student Life
 65 students in Highlander Pep Band
 Tartan Soul Welcome Event
o 650 students participated; 76 staff/faculty participated
 R’Day Promotions – 2-3 Wednesdays each quarter.
 R’Day/UCR gear – over 1,000 students have received free UCR gear
 Athletic Promotions: 3-4 games per quarter
o 50-650 free shirts given to students at games
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KUCR 88.3 FM
KUCR
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KUCR is an award-winning student-centered, extracurricular, professionally
managed campus radio station.
FCC licensed to serve western Riverside and San Bernardino counties (3
million within coverage area).
Best College Station 2015 (BestColleges.com)
On air 365/24/7
Producer of programming for national and international broadcasters (NPR,
BBC, etc.)
Program content is highly diverse, from contemporary to classical music,
and with considerable public affairs, featuring expert academics and
authorities.
KUCR complements the academic experience for participating students and
listeners, thereby enriching the campus climate.
Internal staffing typically consists of approximately 100 students over the
year.
Service received via FM broadcast, internet and mobile devices.
Numerous city and community collaborations.
Peer Mentor Programs
African Student
 Staff facilitate and organize 55 group discussions
Programs
 Student attendance of 340 in discussion circles: Black Advisory Council,
Black Graduation Committee, Peer Mentorship meetings
 Train 26 mentors to support freshman mentees
Chicano Student
 1 FTE Student Life Development Specialist 3 and 3 student coordinators
Programs
 50 Peer mentors
 60 Mentors
 Monthly meetings
 10 Programs
Middle Eastern
 Staff facilitate and organize 40 group discussions
Student Center
 220 student attendance in MESCafe discussion circles
 Train 20 mentors to support new mentees
Lesbian, Gay,
 Staff facilitate 52 discussion group sessions
Bisexual,
 Staff organize another 69 discussion group sessions
Transgender
 287 student attendance at 23 Tuesday Talks
Resource Center
Peer Connections Mentoring Program
 Staff train peer mentors over 3 days and 17 additional hours of ongoing
student development
 Staff oversee 17 online peer chats
Women’s Resource  1 FTE Student Life Development Specialist 1 serving as advisor to the
Center
Sexual Assault and Violence Education (SAVE) peer education group
 0.5 FTE Blank Ast 3 processing SAVE volunteer paperwork and event
logistic support
 2 SAVE Student Coordinators
 8 SAVE Peer Educators
 15-20 Average number of SAVE presentations to the campus community per
year
Asian Pacific
 100 Incoming Students (1st Year and Transfers)
Student Programs
 40 Mentors
 5-6 Mentor/Mentee events each quarter for Fall and Winter
 4-5 API focused discussion groups per quarter
 Co-Facilitated by 1 Staff and Students
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Native American
Student Programs
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Groups of 5-20
2.12 FTE; One Student Life Development Specialist 4 serving as advisor,
four Student Assistants serving as leaders and coordinators
Weekly Peer Education Dialogues 1-2 hours, 8-15 per quarter
Intertribal Mentorship Program, 10 Mentors, 20 Mentees
o 3 day training in the beginning of school year, 20 additional hours of
student mentor development
African Student
 6 computer work stations
Programs
 1 printer
Chicano Student
 4 offices, 1 front desk reception area, 1 computer lab, 1 lounge, 1
Programs
conference room, 1 kitchen, 1 library, and 1 student organization workroom
 Computer lab has 6 work stations plus a printer and scanner
 Conference room hosts approximately 15 meetings per week.
 Lending library has 300 textbooks, 450 Chicano/Latino books, 20 clickers 75
dvds.
Middle Eastern
 2 computer work stations, 2 laptops, 1 ipad
Student Center
 1 printer
 1 projector
Lesbian, Gay,
 Resource Library of 427 DVDs and 815 books, circulating
Bisexual,
 CyberCenter with 6 computer stations + printer
Transgender
 Meeting Room hosting 13 weekly meetings minimum
Resource Center
 Lounge hosting 31 drop-in hours by other departments’ staff
Women’s Resource  5 offices, 1 front desk reception area, 1 computer station/lounge with
Center
kitchenette
Asian Pacific
 Meeting space for student organizations hosting 5+ weekly meetings
Student Programs
 2 Public computers and free printing for all students
 LCD projector, sound system, tables, various other supplies available for
student organization use
Native American
 1 Front desk reception area
Student Programs
 2 computer stations
 lounge area
 Kitchen with microwave, toaster, coffee machine
 3 Office spaces; 1 office utilized by director, 1 office currently being used by
students as a quiet study room with two computers, 1 office used for storage
and refrigerator
African Student
 Allow student space to express their concerns, thoughts and opinions or to
Programs
just vent
 Coach students in interviewing strategies
 Write letters of recommendation for students
 Assist students with writing appeals
 Refer students to the Academic Research Center
 Refer students to the Counseling Center
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Chicano Student
Programs
Middle Eastern
Student Center
Lesbian, Gay,
Bisexual,
Transgender
Resource Center
Women’s Resource
Center
Asian Pacific
Student Programs
Native American
Student Programs
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Inform students about Risk Management policy
Familiarize students with Highlander Union Building scheduling policy
Provide opportunities for students to network with faculty, staff, alumni and
community members
2 FTE Student Life Development Specialists 3, and 4 providing support for
students
Crisis Intervention, Advocacy and Referral
Provide guidance to individual students and alumni
Advocate for student needs
Refer students to proper resources
Documentation of SLD Special 1 one-on-one conversations with students in
distress
3 FTE Student Life Development Specialists 1, 3, and 4 providing support for
students
Crisis Intervention and Referral
Advocating for students
Advising students on personal, social, professional, and academic needs
Referral to other resources students may require
1 FTE Student Life Development Specialist 4
Crisis Intervention and Referral
Human Resources
Budget
Management and
Oversight
General
Administration
Student Conduct
Student Conduct
and Academic
Integrity Programs
Oversight of all HR functions (current stats below)
 401.5 current FTE
 71 recruitments initiated in the last 12 months
 8 reclassifications reviewed and submitted in the past twelve months
 12 equity requests reviewed and submitted in the past twelve months
 80 market equity requests
 389 (24% of campus request) Career Tracks reviews
 Numerous consultation regarding ELR and leave administration issues
 Oversee total operating expenses of $68,463,317 for 35 departments and
the $352M for Financial Aid.
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Advise Student Services Fee and Highlander Empowerment Referenda
processes
Strategic Planning Oversight
Student related triage and crisis intervention
Response coordination for UCOP and Senior Management requests
Travel and Entertainment Processing
Event Coordination
21,500 student population
3,100 faculty/staff population
Investigate and adjudicate Social, Academic, and high level Housing
Misconduct
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o 341 Academic cases
o 320 Social cases
o 155 Housing cases
Committee Hearing Facilitation
o Social – 31
o Academic - 18
113 Outreach Events
o Orientation(s)
o Various course presentations
o Tabling
Database Management
o 214 – Student Staff
o 98 – Professional Staff
12 Academic Integrity Seminars
Select, train and supervise
o 60 – Volunteer Committee Members
o 10 – Student Staff
Current staffing
o 5 – FTE’s
o 1- Vacancy (Assistant Director for 2013-214 and 2014-2015)
Student Leadership and Service Development
African Student
 Annual Fall quarter leadership retreat
Programs
 Annual Mentor training
 Annual African Black Coalition Conference
 ASP Student Leadership Camping Retreat
 National Society of Black Engineers National Conference
 Annual Nigerian Student Coalition Conference
Chicano Student
 Advise and provide support to 36 Chicano/Latino Student identified
Programs
organizations
 Approximately 12 interns per year
 Estimated 700 volunteers per year
 Provide approximately 20 presentations per year
 Train peer mentors, student staff and interns
 Logistical support for 10 annual student-initiated campus-wide events
 Train student facilitators for retreats
Middle Eastern
 Annual 3 day retreat of 16 students
Student Center
 Train 6 student staff to lead the retreat
 Connect students with proper resources and referrals
Lesbian, Gay,
 Advise 5 Recognized Student Organizations
Bisexual,
 Logistical support for 5 annual student-initiated campus-wide events
Transgender
 Train 16 student facilitators for retreats
Resource Center
 Train 35 peer educators, 8 peer mentors, and 5 student assistants
Women’s Resource  1 FTE Student Life Development Specialist 3 serving as advisor to CSES,
Center
student organizations, and internships
 2 FTE Student Life Development Specialists 1 and 4, serving as advisor to
student organizations and internships
 60-70 Campus Safety Escort Volunteers
Page 9 of 44
Student Life
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Asian Pacific
Student Programs
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Native American
Student Programs
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2,500 Estimated number of escorted individuals through CSES per year
15 Average number of internships per year
170 students attended the Inspiring R’Leaders: Student Leadership
Conference on January 8, 2016
Advise 15 API identified and affiliated organizations
Train and supervise 6 paid student positions
Train and supervise 4-6 unpaid positions
Train 40 peer mentors
1 FTE Student Life Development Specialist 4 serving as advisor to student
organizations
1.12 FTE,4 student assistants
African Student
 Hire 6 undergraduate students
Programs
 Train 6 undergraduate students in 1 day training
Middle Eastern
 Hire 6 undergraduate students
Student Center
 Train 6 undergraduate students in 2 day training
Lesbian, Gay,
Community OUTreach Educators / CORE
Bisexual,
 35 students trained over 7 hours
Transgender
 30 student panels facilitated by staff
Resource Center
 36 tabling outreach
 Audience reach of 1,022 people
African Student
 Advise 14 registered student organizations or campus policy and
Programs
sustainability
 Collaborate and cosponsor five events to date
 Provide funding for students events
 Provide networking opportunities for student organizations, alumni and
community members
Middle Eastern
 Advise over 23 student organizations
Student Center
 Collaborate and cosponsor over 10 events annually
Student Life
 445 Total registered graduate AND undergraduate organizations
 9,222 students listed on rosters for Student Organizations &
Fraternities/Sororities
o Graduate students: 1,274
o Undergraduate students : 7,948
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Student Organization Support and Resources are comprised of 8 major
services/programs
Types/Clusters of Student Organizations:
o Academic/Professional: 3476 students in 91 organizations
o Action & Awareness: 728 students in 32 organizations
o Arts & Expression: 1092 students in 34 organizations
o Cultural: 1351 students in 41 organization
o Honors: 559 students in 13 organizations
o Recreational: 1877 students in 52 organizations
o Service: 2158 students in 53 organizations
Page 10 of 44
o
o
o
UC Legal Services
Chicano Student
Programs
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Spiritual/Religious/Atheist: 685 students in 34 organizations
Mini-Graduate Student Association: 1084 students in 38 organizations
Graduate Student Organizations: 190 students in 16 organizations
Provide 2 programs per quarter: Know your rights; DACA/DAPA; Family
Based Petition; Advance Parole
Amount of students help with advance parole
o Currently: 8 for Educational Purpose; 3 for Humanitarian purposes
o Past: 4 for Educational Purposes; 1 for Humanitarian
Amount of student intakes
o Spring 2015:12; Fall 2015: 1
Amount of parents/families assisted
o Spring 2015:13; Fall 2015: 7
Type of cases from Spring to Fall 2015 (not all intakes lead to a case):
Family-based immigration inquiries
o 7 advance parole inquiries
o 5 U-Visa inquiries
o 3 DACA inquiries
o 1 naturalization inquiry
o 1 enforcement/removal inquiry
o 1 employment-based immigration inquiry
o 1 other inquiry
Chicano Student
 2 offices, 1 front desk reception area, 1 computer lab/lounge
Programs
 Computer Lab with 5 computer work stations plus a printer
 Lounge hosting on average 20 student per day and three student meetings
a week
 Lending library with 120 textbooks, 40 clickers, 6 calculators, and 20 cap
and gown
 391 AB540 eligible undocumented students enrolled as undergraduates.
This report does not include undocumented students that are not eligible for
AB540.
o estimated 13 undocumented students enrolled in various
graduate level programs.
 recorded over 100 student appointment (not including walk-ins)
 over 1,000 students, staff, and community members attend our events.
 held/co-sponsored over 30 events
 offered around nine scholarships of $500 and multiple book grants of up to
$400.
 Clickers and calculators are available to undocumented students on first
come basis. Students are required to return calculators and clickers by the
end of the quarter.
 Attended 16 Trainings
 Conducted 6 Presentations
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4.0 SERVICE LINE DETAIL
Associated Student Program Board (ASPB)
Name of Service:
Brief Description of Service:
Customers Eligible to
Request Service:
Web Address
Specifics:
ASPB provides entertainment for the undergraduate students. ASPB
provides a diversity of quality entertainment in the divisions of
Concerts, Contemporary Culture, Films and Lectures, Special Events,
and Marketing under the guidance and support of the Leadership
division.
All undergraduate students
http://aspb.ucr.edu/
 Provide campus entertainment
 Manage student fees to provide high quality entertainment
 Train 14 student directors on policy and procedures related to
campus programming. Train 50-100 student volunteers to
support campus programming.
Recharge Services
Premium Services
Page 13 of 44
Name of Service:
Brief Description of
Service:
Request Service:
Web Address
Specifics:
Recharge Services
Premium Services
Campus/Community Partnerships and Engagement
UCR’s Ethnic & Gender Program Offices collaborate with campus and
community partners to provide meaningful learning and community
involvement experiences for UCR’s student community. Collaborations
and partnerships with student organizations, departments, and
community organizations strengthen campus-wide education.
Community trainings and regional events engage the off-campus
community. Alumni development encourages support for current
students.
Undergraduate Students, Graduate Students, Faculty, Staff, Alumni,
donors, and Community
asp.ucr.edu
apsp.ucr.edu
csp.ucr.edu
out.ucr.edu
mesc.ucr.edu
nasp.ucr.edu
wrc.ucr.edu
rdream.ucr.edu
 Collaborate with campus partners to present programming or
create resources
 Meet bi-weekly with MUNDO/Housing staff
 Create programming in the residence halls
 Facilitate and host weekly radio show on KUCR 88.3 FM
 Create programming that highlights and celebrates radio
broadcasting
 Maintain and foster relationships with artists
 Maintain CD/music library catalog
 Conduct interviews with artists and community members
 Archive materials
 Developing viable relationships with community organizations,
agencies, school, parents and students
 Host school visits, conferences and summer residential programs
that promote higher education
 Participation in various outreach and yield programs as part of the
overall plan to meet campus enrollment goals and increasing
ethnic diversity.
 Respond to community requests for trainings and partnerships
 Maintaining a network of Chicano alumni, professional
organizations, and community agents helpful in developing
students and their organizations.
 Foster Alumni involvement and community partners on resource
development
 Host regional events open to the off-campus community.
 Maintain the UC Riverside Pride alumni group connections
 Research topics, themes, and guest speakers for development into
quarterly programs/events.
 Coordinate program/event logistics (room reservations, guest
speaker forms, food and supply orders, marketing).
 Provide trainings and presentations to community partners
 Conduct outreach to prospective Native American community
N/A
N/A
Page 14 of 44
Name of Service:
Service:
Request Service:
Web Address
Specifics:
Recharge Services
Premium Services
Cultural, Social, and Educational Programming
The Ethnic & Gender Program offices provide a wide array of Cultural,
social, and educational programs designed to enhance the University
community’s awareness and appreciation of our diverse community
experiences. These programs and events, that also promote
academic success, persistence, retention, and building community and
awareness at UC Riverside, are both department led, and student-led
with department support.
Open to all:
Undergraduate and graduate students
Alumni
Faculty
Staff
Community members
asp.ucr.edu
apsp.ucr.edu
csp.ucr.edu
out.ucr.edu
mesc.ucr.edu
nasp.ucr.edu
wrc.ucr.edu
rdream.ucr.edu
 Survey campus climate
 Assess student needs
 Develop creative and intentional program mission and function
 Create budget for the event
 Contact appropriate speakers, campus partners, students
(etc.)
 Market to campus community
 Evaluate campus needs
 Collaborate with other campus departments and community
partners to coordinate or expand programs and activities that
enhance the understanding and promotion of cultural diversity
 Research topics, themes, and guest speakers
 Develop and maintain a list of artists/performers/speakers
 Facilitate the implementation of programs and activities
designed to educate the general university population about
the various communities represented on campus.
 Coordinate program/event logistics
 Resource development
 Host event
 Evaluate event
N/A
Page 15 of 44
Name of Service
Service
Educational Trainings, Presentations, & Consultations
Ethnic & Gender program staff serve as subject matter experts on
campus and the surrounding communities on issues related to
Diversity & Inclusion, and the specific experiences of their constituent
groups.
Center staff educate audiences on- and off-campus regarding sexual
orientation and gender identity, and provide LGBT-related expertise for
policy development.
Customers Eligible To
Request Service
Web Address
Specifics
Students, Faculty, Staff, Community
asp.ucr.edu
apsp.ucr.edu
csp.ucr.edu
out.ucr.edu
mesc.ucr.edu
nasp.ucr.edu
wrc.ucr.edu
rdream.ucr.edu
 Prepare and present campus-wide training seminars.
 Respond to requests for trainings and consultations on specific
topics or for specific audiences.
 Provide LGBT-related expertise for policy and resource
development.
Recharge Services
Premium Services
Page 16 of 44
Name of Service:
Service:
Request Service:
Web Address
Specifics:
First Year Programs
First Year Programs is an extended orientation program for new first
year students. A variety of programs and services designed for first
year and commuting students, assisting them in negotiating the
challenges of university life beyond the classroom and facilitating
connections with peers.
First Year Freshmen and Transfers as mentees
Experienced student leaders as mentors
http://studentlife.ucr.edu/
 Facilitate connections with the campus community and peers.
 Provide support and guidance while adjusting to the quarter.
 Train the peer mentors on campus resources and mentoring
skills.
Recharge Services
Premium Services
Page 17 of 44
Name of Service:
Service:
Request Service:
Web Address
Specifics:
Fraternity and Sorority Support
To promote the values of the individual chapters as well as the Pillars
of the community: Friendship, Scholarship, Leadership, and Service.
The staff assist organization representatives as needed in planning
events, navigating University processes and procedures, and
troubleshooting issues and concerns within the organization.
Fraternity and sorority leaders and members
Advisors of the fraternities and sororities
 Provide support and guidance to fraternities and sororities.
 Offer educational workshops to help develop leaders and
members.
 Educate new members on topics such as hazing, alcohol,
sexual violence, etc.
 Offer leadership retreats to train and educate leaders on
current issues and create unity among the community.
 Provide opportunities to recruit new members and showcase
services (Involvement Fairs).
 Support groups through the annual process to become
officially registered as a student organization.
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Highlander Pep Band and Campus Vitality
The pep band is a crucial element of the Athletics Basketball
Programs, as NCAA Division I requires that all universities have a Pep
Band that performs at every Conference game for both Men and
Women’s Basketball. Campus Vitality supports various initiatives such
as Highlander Welcome, Homecoming, Athletics, R’Day Promotions,
Tartan Soul programs, and the coordination of the R’Side Weekly
Emails.
All students
 Promote campus pride and spirit through various initiatives.
 Manage the campus mascot appearances.
 Provide music and entertainment at Athletic games.
 Share campus events with students on a weekly basis via the
R’Side email.
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Highlander Orientation (Freshmen and Transfer)
Orientation is a mandatory program that helps first year students with
the transition to a four-year university and provides a foundation for
success at UC Riverside. Orientation for family members provides
opportunities for families to learn more about UCR and gain a greater
understanding of what students will be experiencing.
Incoming Freshmen and Transfer Students
Families of incoming Freshmen
Campus Partners – Orientation Staff coordinate the program for the
various partners (Colleges/Student Affairs Departments) to provide
information and services to students.
http://orientation.ucr.edu/
 Assist new students and families with learning about the various
services, procedures, and resources available at UCR.
 Train students to become student Orientation Leaders who are
knowledgeable about UCR resources and services.
 Reserve rooms/media for campus departments to host information
sessions during Orientation.
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The Student Affairs central office oversees the human resource,
budget, and strategic planning and policy administration across the
division to ensure compliance for all 35 departments.
All
http://vcsa.ucr.edu/
 Provide strategic planning oversight for the division to ensure
alignment with divisional and campus goals.
 Assist students, parents, campus and community members with
questions and issues. Respond to students in crisis. Assist with
student demonstrations.
 Respond to requests for data and information from UCOP and
Chancellor/Provost Offices.
 Review entertainment and exceptional approval requests for policy
compliance and process.
 Coordinate division-wide events.
 Process recruitments for entire division.
 Process reclassification for entire division.
 Process individual and market equity requests for entire division.
 Oversee total expenses for 35 departments
 Advise Student Services Fee and Highlander Empowerment
Referenda processes
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Student Leadership and Service Development
The Ethnic & Gender Program offices embrace a student centered
approach that offers student leadership support and development
opportunities at many levels, including participation in departmental
program and service planning . Student leadership support through
creation of programs that develop leadership, professional and
academic skills in students.
Undergraduate students
Graduate students
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 Develop programs that foster team building
 Provide opportunities for students to showcase their leadership
skills
 Develop service learning projects
 Participate in “case study” programs
 Advise student organization and individual student leaders
 Offer consultation on university policies and procedures
 Provide support in finding community service projects,
internships/jobs, and scholarship opportunities.
 Make various community and campus referrals.
 Attend student meetings and functions
 Provide logistical support and guidance for student events and
activities
 Offer student internship opportunities for course credit, in
collaboration with student’s advisors and/or professors.
 Facilitate meetings
 Mediate student conflicts
 provide hands on experience planning and executing annual
events
 Assess student needs and challenges
 Identify weakness and strengths of individual or group
 Create unique leadership strategies and programs
 Develop annual 3 day Leadership Retreat
 Engage alumni to support and advise current students
 Create programs that foster student leadership skills and
service development
 Provide guided walks to members of the campus community to
and from any location after dark (CSES).
 Advise student organizations in event/program planning, group
dynamics, and topics related to women and gender.
 Educate leaders on past and current issues facing the API
community.

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Leadership Development Programs
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Designed to assist all students with the development of their leadership
skills and potential.
All UCR students
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 Provide an annual Leadership Conference to students.
 Offer the Co-Curricular Transcript, which showcases
involvement and leadership experiences.
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Staff members within the Ethnic & Gender Program offices maintain an
open door policy that allows and encourages students to approach
them for any support they may need. Students are assisted with a wide
range of personal and academic issues. The academic success of
students is top priority thus the programs provides support services
aimed at increasing retention and graduation rates.
Graduate students
UCR Alumni
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 Allow student space to express their concerns, thoughts and
opinions or to just vent
 Coach students in interviewing strategies
 Write letters of recommendation for students
 Assist students with writing appeals
 Refer students to the Academic Research Center
 Refer students to the Counseling Center
 Provide opportunities for students to network with faculty, staff,
alumni and community members
 Offer guidance and support
 Create and foster relationships
 Provide emotional support
 Provide comfortable and safe environment
 Advocate on behalf of individuals
 Identify support services
 Follow-up to ensure they are receiving the help they need
 Educate on Chicano/Latino and undocumented student issues
 Educate on university policies and procedures
 Allocate time for each individual student
 Develop a relationship with them to understand their
upbringing, goals, strengths, needs, and challenges
 Advise them on various topics relevant to their personal and
educational path
 Advocate for them in places where they may fall short
 Connect them with appropriate staff, alumni, faculty,
community members
 Follow through with check ins
 Educate regarding sexual orientation, gender identity, and
other topics
 Support students in their co-curricular lives.
 Provide crisis intervention and refer students to resources.
 Provide support and guidance to students while assessing
level of distress.
 NA
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The Ethnic & Gender Program offices provide a range of support
services to student organizations, including leadership training &
development, program & event cosponsorship, event funding, and also
serve as liaisons to the local communities for student organizations
Undergraduate
Graduate students
Alumni
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 Refer them to appropriate resources on campus
 Connect them with appropriate staff, alumni, faculty,
community members
 Follow through with check ins
 Reach out to all presidents annually and present to their
membership about MESC
 Build and maintain a database of student org information
 Advise during programming efforts, elections, marketing
efforts, etc
 Cosponsor events that align with the mission of MESC
 Relay information to other student organization on campus
 Refer presidents and board members to appropriate resources
on campus
 NA
Page 25 of 44
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Student Organization Support
Student Organization Advising staff members support registered
student organizations in a wide variety of areas. The staff assist
organization representatives as needed in planning events, navigating
University processes and procedures, and troubleshooting issues and
concerns within the organization.
Student organization leaders and members
Advisors of student organizations
 Provide support and guidance to student organizations.
 Offer educational workshops to help develop student
organization leaders and members.
 Provide opportunities to recruit new members and showcase
services (Involvement Fairs).
 Support groups through the annual process to become
officially registered as a student organization.
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Each of the Ethnic & Gender Program offices rely heavily on student
staff in every aspect of their work, and are very intentional in weaving
opportunities for learning, growth, and development into the way they
train and supervise their student staff members. Professional ethics
and standards, as well as community context are staples of the student
staff training and supervision.
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 Recruit undergraduate students
 Hire and train six student employees
 Oversee their daily functions
 Assign them appropriate tasks in/outside the office

NA
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Supportive Peer Discussion Groups & Peer Mentor Programs
Supportive discussion groups addressing multiple issues affecting the
social, cultural, educational, and community success of UCR’s diverse
student.
Additionally, the Ethnic & Gender Program offices offer a variety of
Peer Education and Support groups to assist students in maximizing
their experiences at UCR.
All UCR Students
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 Provide support and guidance to student facilitators.
 Offer support and introduce participants to community resources.
 Educate facilitators on past and current issues facing the API
community.
 Allocate time and space for mentorship meetings and socials
 Plan relevant topics to discuss
 Mediate conversations
 Consult with staff and off-campus professionals for additional
services
 Recruit mentors and mentees
 Train all mentors
 Provide programs to develop relationship between mentors and
mentees
 Review of mentee and mentor applications
 Hire student staff
 Supervise student coordinators
 Plan activities and events
 Facilitate monthly meetings
 Maintain records/logs
 Create and foster campus partnerships
 Evaluate program
 Allocate time and space for peer groups
 Schedule & promote various discussion groups
 Plan topics of discussion for various groups
 Facilitate student discussions & follow-up with students in distress
 Supervise peer chats
 Follow-up with students in distress
 Train SAVE peer educators who are knowledgeable about sexual
violence and bystander intervention.
 Provide educational presentations on sexual violence and
bystander intervention to the campus community.
 Participate in campus-wide programming around sexual violence.
 Host educational programs and events that complement SAVE
trainings.
 Schedule various dialogue opportunities
 Facilitate student dialogue and follow up with students in distress
Page 28 of 44





Train Intertribal Peer Mentors
Schedule Intertribal Mentor/Mentee meetings/activities
Assist students in distress
Provide support and guidance while transitioning to UCR.
Train the peer mentors on campus resources and mentoring skills.
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Name of Service
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Customers Eligible To
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The physical resources of the Ethnic & Gender Program offices –
space, audiovisual equipment, computing resources, libraries, meeting
spaces, etc. – represent an opportunity for students to establish
community and identity at UCR. The effective management of those
resources is driven by student development principles.
Graduate students
Alumni
Staff
Faculty
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 Maintain computer stations and printing privileges
 Provide resources & referrals to visitors
 Maintain and manage textbook lending library and clickers
 Maintain and manage resource check out system (LCD projector,
dollies, tables/chairs etc.) within the office
 Manage/schedule conference room
 Provide great customer service
 Provide resources and referrals to visitors
 Facilitate conversations in the lounge area
 Provide safe and inclusive space
 Manage privileges to borrow equipment and maintain proper forms
 Circulate books and DVDs
 Provide study, group meeting space, and a computer/printing
station for students.
 Offer resources on issues pertaining to women and gender to all
members of the campus community.
 Oversee and manage the usage of office resources available to
student organizations (i.e. LCD projector, sound system, tables,
etc.)
 Provide space for students to utilize office resources, area to
study, work, conduct research, lounge, have dialogue and learn.
 Provide resources such as work stations (Computers and Printing)
information in upcoming events, scholarships, internships, jobs,
etc…
 Provide cultural knowledge, community learning, and support
services.
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Occasional staffing after general department hours to fulfill
requests of Student Organizations wanting to utilize the space
for night meetings.
Page 30 of 44
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Under the auspices of Chicano Student Programs, Undocumented
Student Programs provides a safe space for
DREAMers/Undocumented Students to access advice, services, and
support. Throughout the year, Undocumented Student Programs
provides various workshops to support the academic and personal
growth of undocumented students, and workshops/programs to
educate students, faculty and staff on the experience of undocumented
students. A few of the programs/services that Undocumented Student
Programs offers are high school/community college outreach, undocu
ally trainings, talking circles, Post Grad Prep, lending library, legal
service coordination, DACA assistance, CA DREAM Act Assistance,
study abroad/advance parole preparation, access to a computer lab
and social/study area.
Undergraduate and Graduate Students, Faculty, Staff, and Community
members
www.rdream.ucr.edu
 Maintain and manage textbook lending library, clickers, cap and
gown, and calculator resources
 Maintain and manage computer lab and printing quota
 Provide resources and referrals to visitors
 Facilitate conversations in the lounge area
 Provide safe and inclusive space
 Provide social, cultural educational programming
 Collaborate with campus partners to present programming or
create resources
 Advise the undocumented student organization PODER
 Create leadership development opportunities
 Evaluate program
 Provide reports to UCOP
 Provide one on one student support
 Provide referrals
 Advocate for students
 Outreach to local community and elected officials
 Train campus community on needs and issues of undocumented
students
 Keep current on the trends, issues and laws impacting
undocumented students
 Developing viable relationships with community organizations,
agencies, school, parents and students
 Collaborate with other campus departments and community
partners to coordinate or expand programs and activities that
enhance the understanding and promotion undocumented
students
N/A
N/A
Page 31 of 44
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UC Legal Services
The Undocumented Student Legal Services Center provides highquality legal assistance to support the needs of undocumented and AB
540-eligible students.
All UCR undocumented students and their families
www.undoc.universityofcalifornia.edu
 Serve as a liaison to UCOP assigned attorneys
 Create intake form
 Manage calendar
 Understand and be up to date on laws impacting undocumented
students
 Legal clinics and processing of Deferred Action for Childhood
Arrivals (DACA) and DACA renewal applications as well as
advance parole
 Legal services advice and counseling to undocumented students
 Informational and know-your-rights sessions
 On-campus walk-in counseling and advice sessions
 Training for students and volunteers in immigration services
N/A
N/A
Page 32 of 44
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Manage Reports of Individual Student Misconduct
Investigate, adjudicate and supervise sanctions for approximately
1000+ cases/year individual students and student organizations
alleged to have violated the University’s student Standards of Conduct.
All students, faculty, staff, UCPD, and University neighborhood
residents can report incidents of alleged misconduct.
www.conduct.ucr.edu
 Meet with reporting persons regarding process
 Upload supporting documents and information to database
 Create student files
 Review and assign cases
 Create and send Notices of Hearing
 Conduct Administrative Review meetings with complainant(s),
respondent(s) and witnesses
 Create and send Notices of Decision and outcome notifications
where relevant to complainants
 Supervise sanction completion
 Update database continuously
 Close file and send notices of completed sanctions
 Send appropriate notices to campus offices (Suspension,
Dismissal, student account Holds, etc.)
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Manage Reports of Student Organization Misconduct
Investigate, adjudicate and supervise sanctions for approximately 60
cases/year for entire student organizations alleged to have violated the
University’s Standards of Conduct.
All students, faculty, staff, UCPD, and University neighborhood
residents can report incidents of alleged misconduct.
www.Conduct.ucr.edu
 Meet with reporting persons and Student Life staff members
regarding process
 Create organization files
 Review membership lists and assign investigation
 Create and send Notices of Hearing
 Conduct Administrative Review meetings with complainant(s),
respondent(s) and witnesses
 Create and send Notices of Decision and outcome notifications
where relevant to complainants
 Supervise sanction completion
 Develop and present educational information for organizations
 Update database continuously
 Close file and send notices of completed sanctions
 Send appropriate notices to campus offices (HUB scheduling,
Student Life, Office of Fraternity/Sorority Involvement) and offcampus affiliates as necessary (national and regional fraternity
offices, etc.)
Page 34 of 44
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Conflict Resolution
Consult and provide resources regarding conflicts which are not
violations of University policy
All students can request assistance.
www.Conduct.ucr.edu
 Meet with reporting persons regarding process
 Review and assign cases
 Meet with individual students to discuss alternative resolutions
 Collaborate with partner offices (Student Affairs Case
Management, Ombuds, etc.) to provide referrals for students
Page 35 of 44
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Maintain Student Records
Maintain comprehensive database for student conduct cases.
Customers eligible to request service:
Records are maintained for all student cases, and reports are
requested by campus departments including UCPD, Registrar,
Academic Advising, Title IX, UCDC, Study Abroad and Housing.
www.Conduct.ucr.edu
 Create and maintain records in database
 Perform record reviews as requested by campus offices
 As Campus Security Authorities (CSAs) provide Clery data to
UCPD
 Manage student requests for their conduct files and create and
provide documents
Charge for actual cost of duplication of written records and audio CD’s
Page 36 of 44
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Maintain Advocate Database
Maintain a comprehensive database
Records are maintained for all student cases in compliance with UCOP
record-retention policies. Routine reports generated for case
management.
NA
 Annually contract with Symplicity for Advocate database
 Create and maintain student files
 Run routine reports
 Oversee database settings for 214 student staff and 98
professional staff with access for record creation or review
Page 37 of 44
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Administer Student Conduct and Academic Integrity Committees
Select, train, advise and coordinate committees comprised of faculty,
staff, and students to adjudicate high level conduct cases.
All students, faculty and staff are invited to apply and any accused
student can request a committee be convened.
www.Conduct.ucr.edu
 Recruit applicants
 Conduct application review and in-person interviews
 Coordinate with Academic Senate regarding faculty
appointments
 Provide annual training
 Schedule hearings
 Conduct hearings
 Create and distribute correspondence on behalf of the
committees
Page 38 of 44
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Advise Students, Faculty and Staff
Advise students, faculty and staff regarding students in distress or
exhibiting behavior of concern, and regarding Student Conduct
Processes
All faculty, staff, students
www.Conduct.ucr.edu
 Provide consultation in-person and by phone and email
regarding campus policies, procedures and resources
 Participate with Case Management Team and Critical Student
Incident Team to manage concerns involving sexual
harassment/violence and seriously disruptive behavior/threats
 Provide in-person Pre-Committee Meetings to advise students
regarding the Student Conduct Committee and Academic
Integrity Committee hearing processes
 Select, train, and oversee the Student Conduct Advisors who
will act as impartial consultants to students in hearings, and
help students to review and submit written appeals
Page 39 of 44
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Develop and Supervise Disciplinary Sanctions
Develop and maintain activities assigned to students as educational
sanctions designed to prevent future misconduct and assist in student
success.
All individuals and student organizations found responsible for policy
violations are given sanctions.
www.Conduct.ucr.edu
 Develop and maintain working relationships with partner
offices that can provide skill-based content such as the
University Libraries, Academic Resource Center, the WELL,
CAPS, and Student Affairs Case Management
 Develop and deliver content for workshops including a
regularly scheduled Academic Integrity Seminar and the
Plagiarism Workshop
 Maintain records of sanctions assigned and follow up with
students to encourage completion
 Select, train and supervise student workshop facilitators in
collaboration with the WELLs Power of the Peers Network
 Collect and evaluate documentation regarding sanction
completion including clinical assessments and records
Page 40 of 44
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Provide Training Presentations for Partner Programs
Present training and other resource information related to student
conduct, academic integrity and the University conduct process.
All students, faculty, and staff
www.Conduct.ucr.edu
 By request provide training for faculty by department regarding
academic integrity resources and referrals
 By request provide training for campus offices regarding
making referrals to student conduct
 Provide training to teaching assistants regarding academic
integrity resources and referrals
 Presentations to all incoming international students regarding
U.S. classroom culture and academic integrity expectations
 Present at college orientations regarding student conduct
expectations
 Present at all family orientation sessions regarding
expectations and the conduct process
Page 41 of 44
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Collaborate with Partner Offices to Manage Issues and Cases Related
to Title IX
Work with partner offices to meet campus obligations under Title IX
regarding sexual harassment/sexual violence training, cases, and
reporting.
Serves all students
www.Conduct.ucr.edu

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Meet in-person and by phone and provide immediate
notification to Case Management Team regarding reported
incidents of sexual violence
 Administer conduct process for sexual harassment/sexual
violence cases to ensure mandated timelines are met
 Administer the reporting, investigation, adjudication and appeal
process for Title IX-related cases in accordance with rights
guaranteed to students under Title IX and UCOP policy
 Represent Student Conduct at the Coordinated Community
Response Team with Riverside community partners
Page 42 of 44
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Provide Academic Integrity Seminars
Regularly provide a two-hour peer-led seminar for students found in
violation of academic integrity expectations.
All students found in violation of the academic integrity policy.
www.Conduct.ucr.edu
 Develop content for the seminar annually
 Select, train and supervise peer seminar leaders
 Maintain records of students referred and assign to seminar
sessions
 Present seminars
Page 43 of 44
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Administer the Student Conduct Advisor Program
Assist students in navigating the conduct process and related concerns
while maintaining neutrality with hearing officers.
Service is available to all students
www.Conduct.ucr.edu
 Recruit, select, train and supervise faculty and staff volunteer
advisors
 Match student requests for advising to available advisors by
phone and email
 Facilitate in-person meetings for advisors and students at
SCAIP
Page 44 of 44
Student Affairs and
Enrollment Services
Jul 2016 – Jun 2017
CONTENTS
1.0
Executive Summary ............................................................................................ 2
2.0
Service Line Summary ........................................................................................ 3
3.0
General Service Overview .................................................................................. 5
4.0
Service Line Detail ............................................................................................ 10
SLA Doc Contact:
Email:
Cathy Eckman
[email protected]
Page 1 of 52
Student Affairs engages in strategic enrollment management in an effort to improve student retention,
graduation rates, time to degree, and academic success. The Student Affairs and Enrollment Services
(SAES) unit serves as the primary point of intersection between Student Affairs and academic units.
SAES serves as the campus resource on enrollment management issues and provides recommendations
and consultation to faculty, staff, campus senior leadership, and other constituents on enrollment-related
issues and concerns. SAES departments provide critical services to our students and support their
sustained enrollment. Student Affairs Information Systems (SAIS) provides business analytics and
business intelligence services (using data from various systems and data bases) to the campus and the
Division to facilitate strategic decision-making and support operational needs; provides data system
management support to core administrative Student Affairs departments, represents, and provides
research and evaluation services to Student Affairs departments. Student Affairs Marketing &
Communications (SAMC) is responsible and accountable for defining, conceptualizing, producing,
deploying and managing strategic messaging and marketing campaigns to prospective students and their
parents, admitted students, and continuing undergraduate and graduate students. They fuse web, print,
digital, video and new media to create a seamless experience and message for the student as they move
from prospect to admitted to continuing student and beyond. Student Affairs Technology Services (SATS)
supports the delivery of operational and line of business efficiencies to all departments in the division.
They service and maintain over 800 desktops, 400 server environments, 100 websites, and 120+
software applications within three datacenters. The Career Center develops, prepares, and supports UCR
students as they become the career-ready applicants in a global workplace through accessible programs
and exceptional career preparation and opportunities. TRIO Scholars, a federally-funded grant program
offers academic, social, personal and career advising to 140 UCR students in an effort to improve
retention and graduation rates of first-generation/low-income students or students with disabilities. The
SAES Academic Preparation Programs provide public service to the community. In total, the Academic
Preparation Programs provide services to approximately 4,250 K-16 students annually.
A key initiative for Student Affairs is to enhance recruitment and admissions to become a school of choice
for talented students with the goal of maximizing both the preparedness and diversity of our
undergraduate student body. SAES supports each college in their undergraduate enrollment planning
efforts and works collaboratively throughout the recruitment and eventual matriculation of new students to
realize campus and college undergraduate enrollment goals. Undergraduate Admissions provides the
highest level of service to prospective students, their families and educators, and attracting, selecting,
and enrolling a highly diverse and academically accomplished student body. They work directly with
middle school students, high school students, community college students, counselors and parents with
the objective of increasing exposure of UCR with the end of goal of improving application rates and yield
of both California resident and nonresident high achieving students. The Registrar’s Office takes a
leadership role in the accurate and efficient management of data in the primary functional areas of the
office: registration, student academic records, course and classroom scheduling, classroom utilization,
publications production, and data distribution. The Financial Aid Office provides maximum financial
access to UCR needy students using federal, state, and institutional sources. The Financial Aid Office
administers scholarships for selected populations to meet campus targets, assists campus departments
with disbursement of departmental scholarships, awards, and stipends to selected undergraduate
students, and administers outside agency scholarship disbursements.
Page 2 of 52
[This section will be used to list the various service lines or functions of the unit with tables below the
summary for details on each service]
Level of Service
Service
Core Service
Premium
Service
Recharge
Service
Page #
Unit Services
Recruitment of Undergraduate
Students
Counselors Conference Support
to UCOP
Evaluation and Validation of
Undergraduate Applications
√
√
√
Articulation
√
Revisions to Records
√
Campus Tours
√
VIP Tours
Issue Initial I-20 for Incoming
International Students
Administration and Disbursements of
Financial Aid Programs
Financial Aid Counseling Services
Coordinate Departmental and Outside
Agency Undergraduate Student
Scholarships, Awards, Stipends, etc.
Manage Merit Scholarship programs to
enhance the yield of high achieving
students
Provide Financial Aid Literacy programs
for perspective, new, and continuing
students
Academic Scheduling
√
√
√
√
√
√
√
√
Page 3 of 52
Course Approval
√
Student Record Maintenance
√
Degree Audit and Course Plan
√
Athletic Certification
√
Managed Servers and Systems
√
Information Security
√
Third party application support
√
Website Services
√
Help Desk
√
IT Project Governance
√
Business Analytics and Business
Intelligence
√
Data Systems Management
√
Research and Evaluation
√
Strategic marketing and communication
plan authoring and implementation
Print, electronic, mobile, and email
design services
√
√
Web design services
√
Services aimed to prepare High School
Students for higher education (EAOP,
ETS, UBC, UBO)
Services aimed to assist retention and
graduation rates of eligible UCR
Students (SSS)
Tutoring Services for Elementary,
Middle and High School Students (UECC)
√
√
Video design and editing services
Student portal and Admissions portal
management
E-learning tutorial authoring and
production
General catalog production and
publishing
√
√
√
√
√
√
√
Page 4 of 52
Community Service Opportunity for
UCR/College Students (UECC)
√
Career Planning & Development
√
√
Employer & Job Development
√
√
Special Programs & Events
√
√
On-Campus Interviews
√
√
Graduate & Professional School
Exploration and Preparation Services
√









Undergraduate
Admissions
Number of Prospective Students in Pipeline: ~250,000
Number of Admitted Students in Pipeline: ~32,000
Number of Campus Tours Guests Served: 32, 539
Number of VIP Tours Given: 33
Number of Campus Tours offered each week: 148
Number of Applications Evaluated: 52,466
Number of Events Produced: 22
Number of I-20’s Issued: ~200
Number of students attending events: ~27,000
 Number of schools serviced: 1,053 (Includes California Community
College, California high schools, out of state high schools and
international high schools. Some schools are serviced multiple times
during a 12 month period. The 1,053 number is reflected of individual
schools serviced and does not account for multiple touches with the
school.)
FINANCIAL AID
 Almost 90% of undergraduate students apply for financial aid.
 The Financial Aid Office processes over 40,000 financial aid
applications from perspective to active students.
 About 87% of all undergraduate students receives a form of
financial aid.
 Disburses over $340M to over 19,000 graduate and
undergraduate students every year.
 Conducts over 90 financial aid workshops and presentations
annually.
 Process scholarship, awards, and stipends for all on campus
departments who select undergraduate student recipients.
Manage the reconciliation of over 20 financial aid programs.
Page 5 of 52

Registrar’s Office




SATS





SAIS



Serve the faculty in relationship to faculty grading, course approval and
classroom scheduling – 900 instructional faculty
Serve the student body related to student record maintenance – 21,651
total
Serve the alumni related to transcript requests and degree verification ~100,000 alumni
Serve the staff related to academic scheduling, course approval,
registration issues, academic record maintenance and Student
Information System questions – ~300 staff
Serve the student athletes related to academic athletic certification ~300 athletes
Support design and maintenance of interactive websites and services to
current and prospective students currently receiving greater than 250,000
unique hits per year.
Support the systems and infrastructure required to deliver quality
healthcare services to UCR students. This includes key interfaces with
outside insurance and healthcare partners.
Work to maintain and operate the supported systems securely and in
adherence to regulations and standards required for restricted data such as
HIPAA, HITECH, and PCI.
Support the systems needed to manage students’ clubs, organizations,
elections, and events including ethnic, gender, and wellness programs for
24,000 students.
Provide basic technology services including managing servers, data access,
networking, firewalls, backup, patching, and troubleshooting in support of
24,000 students, 800 staff, and the academic mission of UCR.
Indirectly support 21,651 currently enrolled students and ~100,000 alumni
by providing services listed above to faculty and staff in academic and
administrative departments that provide direct support to all students and
alumni
~900 Business Analytics and Business Intelligence service requests from
faculty and staff
~1200 Data Systems Management service requests/tickets processed
~50 Research and Evaluation projects, program evaluations, and
surveys completed
SAMC
 Prospective students and their parents: Author, design, produce, deploy,
and manage
print, electronic, video, website recruitment materials and multi-part
communication
campaigns to encourage more than 250,000 prospective students to
Page 6 of 52
choose UCR.
 Admitted freshmen and transfer students: Conceptualize, create, deploy
and manage a
comprehensive integrated marketing and communications program to
move 32,000+
admitted students to enrolled students.
 Continuing students: Author, design, produce, deploy, and manage print,
electronic, video,
website design and new media communications to bring visibility to campus
services/
programs/support offices to 18,608 undergraduate students and
2,931 graduate students.
APP

Approximately 4250 elementary, middle, high school, college and UCR
students are served by the federally, state or federal flow through (federalstate) - funded programs in the Academic Preparation Programs Cluster.

The Academic Preparation Programs Cluster is comprised of six programs
(Early Academic Outreach Program (EAOP), Educational Talent Search (ETS),
Student Support Services-TRIO Scholars (SSS), University Eastside
Community Collaborative/AmeriCorps (UECC), Upward Bound Classic (UBC),
Upward Bound Oasis (UBO)) and three departments (EAOP, TRIO and UECC)

86%-95% of participants (SSS, ETS, UBC, UBO) will persist from one grade
level to the next or graduate

85%-95% of participants (SSS, UBC, UBO) will be in good academic standing
at the end of the academic year.

80% of participants (SSS, ETS) will graduate within the standard number of
years.

70%-75% of participants (ETS, UBC, UBO) will graduate with a rigorous
program of study.

30%-65% of participants (ETS, UBC, UBO) will complete a program of
postsecondary education

52%-60% of participants (UBC, UBO, UECC) will achieve proficiency on
standardized tests.

25% of participants (EAOP) will receive a supplementary learning
opportunity.
Page 7 of 52
Career Center

70% of participants (EAOP) will complete entrance exams.

100% of participants (EAOP) will receive advising towards completion of the
required UC 15 minimum courses.

100% of participants (EAOP) will receive one College Knowledge activity.

100% of participants (UECC) will receive tutoring, 88% will receive more
than 20 hours of tutoring and 100% of members will receive Core Training
(24 hours).

95 volunteers (UECC) will be recruited for service projects.

75%-80% of participants (ETS, UBC, UBO) will enroll in a program of
postsecondary education immediately upon high school graduation.
With a staff of 19 FTE, 14 Student Assistants, and a total operating budget of
$1,450,000, in an office totaling 2,900 square feet, the Career Center recorded
30,432 in person student contacts, and 325,552 online student contacts via our
services portal, SCOTLink, last year.
CAREER PLANNING & DEVELOPMENT



# Students Who Attended Workshops – 11,055
# Students Who Attended a Personal Counseling Session - 3,403
students
% College of Students Who Came to See Us: BCOE-11%; SOBA-12%;
CHASS-54%; CNAS-17%; GRAD-6%
SPECIAL PROGRAMS & EVENTS






# Students Attended Career Fairs – 3,706
% Class Level of Students Attended Career Fairs: FR-8%; SO-10%; JR22%; SR-39%; GRAD-17%; ALUMNI-4%)
# Organizations Attended Career Fairs – 651
# of Special Programs and Speaker Requests – 100
# of Students Attending a Special Program – 4,494
Parental Engagement – 32 Presentations, 1,184 Parents
EMPLOYER & JOB DEVELOPMENT


Career Postings: # Unique Companies – 1,657; # Positions – 15,333
Student Employment & Internships: # Unique Companies – 1,422; #
Positions – 13,329
Page 8 of 52


317 unique employers came to visit campus last year, representing a
70% increase since 2010
Student Job Industry Type: Business Services – 24%; Education – 17%;
Engineering, Technology, Utilities – 14%; Retail Consumer Goods - 11%;
Sciences – 9%; Social Sciences/Non-Profit – 8%;
Manufacturing/Distribution/Operations/Industrial Goods – 7%;
Government – 5%; Arts & Entertainment; 4%; Other – 1%
ON-CAMPUS INTERVIEWS




# Employers Scheduling an On-Campus Interview - 62
# Students Submitted Resumes - 931
# Students Selected for Interviews - 519
Majors Recruited: All Majors – 40%; BCOE – 22%; SOBA -19% ; CHASS –
8%; CNAS – 11%
GRADUATE & PROFESSIONAL SCHOOL EXPLORATION AND PREPARATION


Students Planning to Attend A Post-Graduate Program within Six
Months of Graduation: 23%
Type of Graduate Program Attending: Arts/Humanities – 10%;
Business/Finance/Management – 5%; Counseling – 2%;
Education/Teaching/Administration – 15%; Engineering/Computer
Science – 13%; Law – 13%; Medicine/Health Professions – 18%; Other –
4%; Physical/Natural Science – 10%; Public Administration/International
Relations – 3%; Social Science – 7%
FIRST DESTINATIONS SURVEY



Average Salary - $67,148 Graduate Students / $44,999 Undergraduate
Students
Employed Six Months After Graduation: Employed 66%; Post Graduate
Program 23%; Seeking Employment-10%; Not Seeking Employment –
1%
Location of Employment: Inland Empire – 31%; Los Angeles County27%; Orange County – 13%; San Diego County – 3%; Northern California
– 9%; Central California – 2%; Other States – 12%; International – 3%
Page 9 of 52
Name of Service:
Recruitment of Undergraduate Students
Recruitment of potential California resident and nonresident
freshman and transfer students aimed and increasing the quality and
diversity of UCR’s applicant pool as well as students who ultimately
enroll at UCR.


Request Service:
Web Address
Specifics:
Faculty via Associate Deans
High school or community college in California as well as
schools in select states and countries outside of California
www.admissions.ucr.edu
 Visit schools in the fall and spring to spread the UCR brand
and promote both application to UCR and attendance at UCR.
 Develop programs and engage in activities that build
relationships with the counseling community.
 Develop, implement and engage in programs and activities
that will attract a diverse student population to enroll at UCR.
 Develop and implement programs aimed at recruiting and
yielding undergraduate students with high academic profiles.
 Production of events, programming and communications
aimed at increasing applications, improving yield, cultivating
relationships with the counseling community and increasing
exposure of the UCR campus to future applicants to UCR.
 Deploying Undergraduate messaging points via various social
media mechanisms.
 Conduct application workshops in the fall with high achieving
students around the state.
 Educate campus community on an annual basis on
Undergraduate Admissions goals, direction and messaging
points via a campus forum and/or attending department chair
meetings.
 Increase faculty engagement in order to yield higher quality
admitted students.
 Coordinate with Honors Program/ College Offices and/or
other campus partners to engage in phone campaigns with
admitted students.
 Develop relationships with Community Based Organizations.
 Work with student initiated outreach efforts to find
opportunities to engage with diverse student populations.
 Develop an alumni recruitment program that allows us to
have a larger presence at schools and fairs, thus increasing
Page 10 of 52
Recharge Services
Premium Services

the confidence in the counselors that UCR is here to support
them.
Use the Transfer Admission Planning (TAP) tool to reach a
larger population of potential transfer students.


None
Counselor Conference event hosted in parallel with UCOP
Page 11 of 52
Name of Service:
Evaluation and Validation of Undergraduate Applications
Review of applications submitted for admission consideration,
including review and consideration of decision appeals submitted, and
validation of self-reported information through official document
review for the SIR’ed student population. For the transfer population,
validation is inclusive of entering transferable coursework on the
student’s official academic record.


Request Service:
Web Address
Specifics:
Recharge Services
Premium Services
Faculty via Undergraduate Admissions Senate Committee
Applicants to UCR
 Ensure the expediency, accuracy, and efficiency of application
evaluation and processing
 Provide annual application process and evaluation training
and on-going support to staff
 Provide personalized, timely service to all customers via
phone, email and in-person visits
 Provide admission counseling to all applicants (who request
it) and their families via phone, email or in-person without
turning a student/family away
 Ensure applicants receive all communications by utilizing
multiple modes of communication (US mail, email, and web)
 Provide comprehensive, dynamic, and intuitive web selfservice for applicants
 Evaluate final transcripts and complete files of SIR’ed students
quickly and efficiently so that colleges can provide earlier and
comprehensive advising to students
 Issue initial I-20 documentation to international students in a
timely manner
None
None
Page 12 of 52
Name of Service:
Articulation
Articulation is the framework for determining the transferability of
community college coursework to UC. Through the articulation
process, UC and the California Community College (CCC) system help
transfer students prepare for and transition to UC campuses. UC
works with CCCs to establish course articulation agreements, which
serve as the central documents of transfer articulation. Facilitating
the maintenance of up to date articulation agreements is the
responsibility of Undergraduate Admissions.



Request Service:
Web Address
Specifics:
Recharge Services
Premium Services
Faculty
Transfer applicants
Prospective Transfer Students
www.assist.org
 Work with faculty to ensure robust transfer course
articulation agreements are in place.
 Update articulation agreements in the intersegmental
articulation portal known as assist.org.
 Update articulation agreements on an annual basis in our
Student Information System.
None
None
Page 13 of 52
Name of Service:
Request Service:
Web Address
Specifics:
Recharge Services
Premium Services
Revisions to Records
Undergraduate Admissions is responsible for entering transferable
coursework on the academic record of current UCR students for
courses taken outside of UCR during a summer quarter or courses
taken during a concurrent enrollment pre-approved by an academic
advisor.

Current UCR students
 Determine transferability in advance of courses taken at nonCalifornia community colleges for UCR students looking to
take coursework outside of UCR for a given term.
 Receive transcripts from current UCR students for courses to
be evaluated and entered onto the official academic record of
the student.
None
None
Page 14 of 52
Name of Service:
Campus Tours
Provide campus tours and presentations to families, groups and
individual VIP’s visiting campus. Tours offered include general
campus tour, engineering tour, housing tour and student recreation
center tour.


Request Service:
Web Address
Specifics:

Prospective students and their families
Faculty on behalf of prospective students or for other
populations if using VIP Tour service
Staff on behalf of prospective students or for other
populations if using VIP Tour service
www.visit.ucr.edu
 Host virtual tour for students that cannot visit in-person
 Ensure the campus visit experience (campus tour) is providing
visitors with an excellent experience and visitors are leaving
with a positive impression of UCR
 Work collaboratively with the college offices to ensure the
most up to date information about campus is being shared
with visitors
 Work collaboratively with the college to provide a
personalized visit experience for visitors, when possible to
include access to classrooms, labs, and faculty
 Provide training to student ambassadors based in the college
office to ensure that UCR messaging and is consistent across
the board
VIP Tours
Recharge Services
Premium Services
None
Page 15 of 52
Name of Service:
Request Service:
Web Address
Specifics:
Recharge Services
Premium Services
Issue Initial I-20 for Incoming International Students
Undergraduate Admissions is responsible for issuing both initial
attendance and transfer I-20’s for all incoming Freshmen and Transfer
students. The I-20 application is provided for admitted students only,
and is issued once the student has provided their completed I-20
packet, proof of financial support and copy of valid passport pages.

Admitted International Students
 Provide all admitted students with required forms for issuing
I-20 via MyUCR.
 Collect and verify for accuracy financial documentation,
passport pages and other documentation required for the
issuing of I-20 documentation to international students.
 Once documentation is verified enter information in SEVIS,
UCR’s Student Information System and coordinate mailing of
I-20 to student via Express mail.
None
None
Page 16 of 52
[Service 1]
Name of Service:
Administration and Disbursements of Financial Aid Programs
[Provide a 1-2 sentence description of Service 1]
The Financial Aid Office administers, disburses, and reconciles
financial aid programs offered through federal, state, and
institutional funds providing financial aid award packages for
Brief Description of Service: new and continuing undergraduate students. Additionally, the
Financial Aid Office awards Direct Loans to graduate students
and students enrolled in self-supporting programs.
[List customer groups such as Faculty, Graduate Students, etc.]
Request Service:
Undergraduate and graduate students, including those enrolled
in self-supporting programs.
Web Address
[Provide bulleted points on the specific functions required to provide
“Service” to the unit’s customers. Every bulleted point should start with
a verb to depict an accurate view of the required action to provide
Service 1.)

Specifics:


Process financial aid applications for all applicants
(including all admitted students).
Administer and disburse federal, state, and institutional
according to appropriate regulation.
Reconcile federal, state and institutional funds according
to federal, state, and institutional regulation and
guidelines.
Recharge Services

Not applicable
Premium Services

Not applicable
Page 17 of 52
[Service 2]
Name of Service:
Financial Aid Counseling Services
The Financial Aid Office provides financial aid counseling and
customer service to students and parents. This is done by
Brief Description of Service: telephone, email, and in-person. We also coordinate with the
Highlander One Stop Shop (HOSS) to ensure prompt and
courteous service is provided to respective students.
Request Service:
Perspective, new and continuing students. This includes,
undergraduate students, graduate students, and students
enrolled in self-supported programs.
Web Address
Service 2.)

Specifics:


Respond to questions and inquiries that come in via the
telephone.
Respond to inquiries coming through our Help Desk
email.
Meet with respective students by appointment and on a
walk-in basis.
Recharge Services

Not applicable
Premium Services

Not applicable
Page 18 of 52
[Service 3]
Name of Service:
Coordinate Departmental and Outside Agency Undergraduate
Student Scholarships, Awards, Stipends, etc.
Manage the disbursement and reconciliation of all departmental
scholarships, awards, stipends, etc. awarded to undergraduate
students by various departments. Additionally, process all
Brief Description of Service: scholarship checks received from outside agencies to ensure
proper coordination with other federal, state, and institutional
aid.
Request Service:
Students receiving awards, scholarships, stipends, etc. from
campus departments. This includes Foundation Scholarships and
UC scholarships. Also students receiving scholarships from
outside agencies.
Web Address
Service 2.)

Specifics:


Set up and disburse departmental scholarship, awards,
stipends, etc.
Reconcile all scholarship, award, stipend, accounts.
Process incoming checks in coordination with Cashiers to
properly disburse outside agency scholarships for all
undergraduate students.
Recharge Services

Not applicable
Premium Services

Not applicable
Page 19 of 52
[Service 4]
Name of Service:
Manage Merit Scholarship Programs to enhance the yield of high
achieving students.
The Financial Aid Office in coordination with Admissions and Vice
Chancellor of Student Affairs manages the selection and
Brief Description of Service: awarding of the Regents, Chancellor’s, Highlander Excellence,
and UCR Achievement scholarship programs.
Request Service:
New incoming students.
Web Address
Service 2.)

Specifics:


Create scholarship offers to newly admitted
undergraduate students, offering the Regents,
Chancellor’s, Highlander Excellence and the UCR
Achievement scholarships.
Manage and disburse these scholarships ensuring
students met the set terms and conditions of each
scholarship program.
Reconcile all scholarship programs to ensure proper
funding has been received and applied to each respective
account.
Recharge Services

Not applicable
Premium Services

Not applicable
Page 20 of 52
[Service 5]
Name of Service:
Provide Financial Aid Literacy programs for perspective, new, and
continuing students.
Create and coordinate financial aid literacy programs for all
students including perspective students. This is done by website
Brief Description of Service: information, email notifications, and financial aid workshops and
presentations.
Request Service:
All students including perspective students and high school
counselors.
Web Address
Service 2.)

Specifics:


Provide Financial Aid Counselors to conduct financial aid
workshops and presentations across Southern California.
Update and maintain financial aid information on
www.finaid.ucr.edu
Work with various on campus departments to provide
financial aid literacy programs.
Recharge Services

Not applicable
Premium Services

Not applicable
Page 21 of 52
Academic Scheduling
Name of Service:
Academic Scheduling is responsible for assignment of all general
assignment classrooms (87 rooms) on a quarterly basis. This includes
ensuring that we are within the room utilization standards set forth by
the state. We also collaborate with the departments to ensure
prerequisite requirements are appropriately updated in the Student
Information System and any additional course restrictions or priority
enrollment are appropriately enforced based on Committee on
Courses’ approval.
Faculty via their Academic Department
Request Service:
Web Address
Specifics:
Recharge Services
Premium Services
http://registrar.ucr.edu/Academic-Scheduling/default.aspx
 Initiate the Call to Academic Departments for quarterly
academic scheduling
 Evaluate Academic Department requests for specific faculty
needs and classroom desires
 Schedule pre-assignment rooms based on established
agreements
 Flag all Learning Community courses to ensure they are not
moved from day/time requests
 Execute Scheduler 25 Classroom optimizer to schedule
classrooms based on best utilization
 Manually resolve classroom assignments not completed by
Scheduler 25
 Release proof to Academic Departments for review
 Adjust schedules based on Academic Department feedback
and on-going changes in needs for classroom space through
3rd week of the quarter
 Ensure that prerequisite requirements are in line with
Academic Senate approval
 Ensure all course restrictions and priority enrollment are in
line with Academic Senate approval
 Provide telephone and email consultation to departments
regarding academic scheduling policies, options and
considerations
 None
 None
Page 22 of 52
Course Approval
Name of Service:
Request Service:
Web Address
Specifics:
Recharge Services
Premium Services
This area provides consultative, interpretative, and support services
to academic and administrative units on all aspects of course content
and the course approval process. In addition, courses are analyzed for
the effect the proposals may have on other courses and programs,
and the impact on Academic Scheduling, registration and records.
Academic Senate, Faculty via Academic Departments, College
Executive Committees
http://registrar.ucr.edu/Crams/default.aspx
 Provide in-person training to all course preparers
 Provide consultation via phone and e-mail to all academic
departments, executive committees and Committee on
Courses
 Attends Committee on Courses as a resource
 Reviews all course proposals to ensure they have met Senate
guidelines and deadlines
 Returns course proposals that need to be updated by
departments
 None
 None
Page 23 of 52
Name of Service:
Request Service:
Web Address
Student Record Maintenance
Records has the primary responsibility of maintaining accurate
student records. This area processes student enrollment, degree
check completion (conferral of all degrees), diploma ordering, student
petitions, student problem forms, re-admission, special programs,
transcript requests, enrollment verifications, part-time fee waivers,
university withdrawals, grade submissions, and determinations of
Residency for Tuition Purposes. In addition, this area provides
information and direction to students, faculty, staff and outside
constituents who call on the phone.
All students and alumni, advisors/staff, and faculty
www.registrar.ucr.edu


Specifics:









Recharge Services
Premium Services



Provide customer service by phone, email and in-person for
students, faculty, staff and alumni while also adhering to all
FERPA policies
Process student cancellations and withdrawals; withdrawal
refund appeals; enrollment adjustment forms (adds,
drops/withdrawals, variable units and grading basis); parttime fee waivers; change of grades and late grades;
readmissions; change of majors; course repeats to ensure the
appropriate course(s) are impacting the GPA; grade posting
for UC transfer work
Facilitate and monitor the submission of quarterly grades
from faculty
Manage and process special program enrollments and
transcripts
Manage student bio demographic updates (name, SSN, DOB,
etc.)
Confer degrees
Order/Distribute diplomas
Review all incoming Statement of Legal Residency (SLR) for
Tuition forms from students
Request, review, and process supporting documents for SLR
Record official SLR documentation
Document and test all tuition and fees
None
Process/Print/Package transcripts and verifications daily
Expedite rush transcript and verification requests; separate
pick up’s to be delivered to the HOSS
Page 24 of 52


Mail diplomas if student requests and pays for it to be mailed
Receive and process all student record subpoenas
Page 25 of 52
Name of Service:
Request Service:
Web Address
Specifics:
Degree Audit and Course Plan
This service has the primary responsibility to update and maintain
degree requirements as approved by the Academic Senate, as well as
researching and correcting issues brought to the Registrar’s Office by
the Academic Advisors housed within each College. Course Plans
recently have been added to the responsibility of the Registrar’s
Office as four year course plans will be distributed electronically
through the degree audit system to assist students in planning their
four year study. As with the degree audit, the Registrar’s Office will
have primary responsibility to update and maintain the plans on
behalf of the academic departments.
Students and College Advisors
www.registrar.ucr.edu



Maintain all online undergraduate degree audits
Ensure all new curriculum approvals by the Academic Senate
are implemented
Maintain all 4 year course plan templates
Address any issues found by the advisors or students within
the degree audit or course plan system
Manage the degree audit and course planning system


None
None


Recharge Services
Premium Services
Page 26 of 52
Name of Service:
Request Service:
Athletic Certification
Athletic Certification serves as the liaison between the Office of the
Registrar, Athletic Department, Admission’s Office and
College/Department Offices. This unit is responsible for certifying and
monitoring student-athlete academic eligibility for intercollegiate
sports.
Students, College Advisors and Athletics
Web Address
Specifics:





Recharge Services
Premium Services


Compile a complement course plan to the degree audit to
demonstrate for NCAA purposes courses used for the degree
and electives. Calculates percent to degree.
Complete a quarterly review of all athletes to verify the
academic certification is accurate and complete.
Provide final sign off for the academic certification of all
athletes.
Complete an academic review in collaboration with the
Colleges for all transfer students at the time admission to
establish initial eligibility.
Proactively identify Registrar processes that might impact a
student athlete’s eligibility to practice or compete.
None
None
Page 27 of 52
Name of Service:
Request Service:
Web Address
Specifics:
Recharge Services
Premium Services
Managed Servers and Systems
Hardware and Software implementation and maintenance support
including patches, upgrades, and disaster recovery.
Student Affairs Staff
vcsahelp.ucr.edu
 Review service request and prioritize for service level.
 Assign to subject matter expert
 Provide project management services for requests that are
within grow or transform categories. This includes
requirements gathering, system design review, user
acceptance testing, and implementation support.
 Coordinate with user for status and expectations of
completion.
 Ensure adherence to security laws and regulations for those
systems that work with restricted databases.
N/A
N/A
Page 28 of 52
Name of Service:
Request Service:
Web Address
Specifics:
Recharge Services
Premium Services
Information Security
Ensure the access, integrity, and security of the data and systems used
is managed securely and adheres to over 30 laws, regulations, and
contracts associated with students’ records, medical history, and
credit card data.
Faculty, Staff, Students, Public
vcsahelp.ucr.edu
 Provide active system and network monitoring and log review
of data access requests within restricted data environments.
 Review firewall access regularly to ensure best practices for
securing this data.
 Provide active software and firmware patching as
recommended by vendors to ensure secure operations.
 Respond to all reports of possible data security incidents in
accordance with applicable laws and regulations.
 Report all security incidents according to UCOP, UCR, and
HIPAA and PCI regulations.
 Practice Incident Response procedure annually and ensure
proper staff are trained.
N/A
N/A
Page 29 of 52
Name of Service:
Request Service:
Web Address
Specifics:
Recharge Services
Premium Services
Third Party Application Support
Applications that are provided by third party vendors are
implemented, maintained, backed-up, and monitored daily to ensure
100% availability.
vcsahelp.ucr.edu
 Coordinate with vendor for system upgrades, patches,
templates, and system maintenance considerations.
 Provide test/dev environments when needed to conduct
proper preparation activities without affecting production
data and environments.
 Work directly with the vendor and end users to establish
requirements, proper design, and coordinate test and
implementation activities.
 Report all security incidents according to UCOP, UCR, and
HIPAA and PCI regulations.
 Practice Incident Response procedure annually and ensure
proper staff are trained.
N/A
N/A
Page 30 of 52
Name of Service:
Request Service:
Web Address
Specifics:
Recharge Services
Premium Services
Website Services
Support the development and maintenance of more than 40 websites
that service UCR students.
vcsahelp.ucr.edu
 Review request and prioritize for level of service.
 Coordinate with end user to gather requirements, perform
user acceptance testing, and delivery deadlines.
 Provide project management support activities as needed for
requests that are grow or transform categories.
 Ensure all content is in adherence to UCR standards and
branding practices working closely with Marketing and
Communications.
 Maintain level of security and operational readiness for
systems and data affected by requested change.
 Adhere to best practices ITIL change management standards.
N/A
N/A
Page 31 of 52
Name of Service:
Request Service:
Web Address
Specifics:
Recharge Services
Premium Services
Help Desk Support
Provide end user support of all Student Affairs Staff for PCs, file
sharing, system access, and printing.
Staff
vcsahelp.ucr.edu
 Review service request and prioritize for service level.
 Assign to subject matter expert
 Provide project management services for requests that are
within grow or transform categories. This includes
requirements gathering, system design review, user
acceptance testing, and implementation support.
 Coordinate with user for status and expectations of
completion.
N/A
N/A
Page 32 of 52
Name of Service:
Request Service:
Web Address
Specifics:
Recharge Services
Premium Services
IT Project Governance
Support the lifecycle of new technological needs of the division.
Staff
vcsahelp.ucr.edu; fbvcsa.ucr.edu
 Review request and prioritize for level of service.
 Coordinate with end user to gather requirements, perform
user acceptance testing, and delivery deadlines.
 Ensure with division leadership that funding exists.
 Provide ITIL design, development, testing, implementation,
and change management functions for the requested service.
 Ensure all content is in adherence to UCR standards and
branding practices working closely with Marketing and
Communications.
 Maintain level of security and operational readiness for
systems and data affected by requested change or
enhancement.
N/A
N/A
Page 33 of 52
Name of Service:
[Service 1]
Business Analytics and Business Intelligence Services
Transform raw data into meaningful and useful information for
analysis purposes.
Request Service:
Web Address
Public, Faculty, Staff, and Students.
www.data-request.ucr.edu and http://go.ucr.edu/workfront
“Service” to the unit’s customers. Every bulleted point should start
with a verb to depict an accurate view of the required action to
provide Service 1.)

Specifics:





Review requests for student data and reports for Federal,
State, UC, and UCR privacy policies and regulations
compliance
Extract data using various query languages such as FOCUS,
SQL, and Population Selections
Compile data into meaningful reports, charts, graphs, etc.
Develop custom Cognos dashboards, packages, and reports
Distribute targeted email communications from Financial Aid,
Registrar, and Undergraduate Admissions
Coordinate schedule of production data extracts and reports
Recharge Services
N/A
Premium Services
Data requests from external agencies are charged $100 per request.
Page 34 of 52
Name of Service:
Request Service:
Web Address
[Service 2]
Data Systems Management
Manage data and systems where Financial Aid, Registrar, and
Undergraduate Admissions are the primary business functional
owners such as: Student Information System (SIS+), Banner, Banner
Document Management, Banner Workflow, Degree Works, ApplyUC,
Freshmen and Transfer Evaluation Tools, Recruiter,
Intelliworks/Radius, MyUCR, Statement of Legal Residence, and other
custom web applications that use student data
Faculty, Staff, and Students
http://go.ucr.edu/workfront
provide Service 2.)

Specifics:






Recharge Services
Provide systems project management for all student
applications and systems used by Financial Aid, Registrar, and
Undergraduate Admissions and serve as the primary
technical/data and systems contact for UCOP, other UC’s,
CNC, SATS, and SAMC and other external agencies such as
Federal Student Aid and California Student Aid Commission
Document, manage, and prioritize student system
bugs/errors, modifications, enhancement, processing, and
batch update requests
Write requirement documents
Coordinate user acceptance testing
Review and approve access to student systems
Provide training support to departments when new forms,
rules, and processes are released
Maintain schedule of production schedule, coordinating
execution of jobs/processes
N/A
Premium Services
N/A
Page 35 of 52
Name of Service:
[Service 3]
Research and Evaluation
Provides research and evaluation services to Student Affairs
Departments.
Request Service:
Web Address
Public, Faculty, Staff, and Students
http://go.ucr.edu/workfront
provide Service 2.)



Specifics:


Review and approve surveys sent from Student Affairs
departments to students
Provide survey design, administration, and analysis services to
Student Affairs departments
Provide guidance to Student Affairs departments on the
design, administration, and statistical analysis to assess
department programs and services Perform statistical
analysis, modeling, and forecasting
Respond to and provide consultation on external survey,
research, or evaluation requests for College Guide and
Recruitment related information
Coordinate administration of recurring survey such as
American College Health Association National College Health
Assessment Survey (ACHA-NCHA), CIRP The Freshmen Survey,
Student Intent to Register Survey, Career Post-Graduation
Survey, Student Life Highlander Orientation Survey, and
University of California Undergraduate Experience Survey
(UCUES)
Recharge Services
N/A
Premium Services
N/A
Page 36 of 52
Name of Service:
Request Service:
Web Address
Specifics:
Recharge Services
Premium Services
Strategic marketing and communication plan authoring and
implementation
Working with student affairs departments we support division and
campus goals by providing strategic marketing direction, creative
design, writing, video and market planning to departments in Student
Affairs.
samc.ucr.edu
 Identify and outline goals, define market strategy, expectations,
challenges project milestones, mix of marketing channels and
scope. Combine to create a strategic marketing and
communication plan
 Present plan to client and work together to solidify timeline and
begin implementation
 Assemble team of creative staff including writers, print and web
designers to conceptualize and produce promotional marketing
materials outlined in the plan
 Track activities and report metrics
 Update, shift, adjust plan as needed
 Communicate and update client regularly about plan activity
None
None
Page 37 of 52
Name of Service:
Request Service:
Web Address
Specifics:
Recharge Services
Premium Services
Print, electronic, mobile and email design services
In a single year, more than 1200 multi-component communication
campaigns, (which include print, web, email, mobile, video and
electronic video screen promotion) are conceptualized, designed,
written, produced and deployed by Student Affairs Marketing &
Communications
Selected campus partners
Samc.ucr.edu, rside.ucr.edu,
 Create visual concepts that include illustration, photography,
videography, html, CSS, print, electronic and web designs to market
message, program or event
 Conceptualize, design, and produce brochures, posters, fliers,
banners, LCD screen graphics, buttons, giveaways, t-shirts
 Design and facilitate production of 3-D pop up trade show displays
for college fairs and tabling
 Design, produce and deploy admission recruitment emails,
continuing student weekly emails, counselor and student eNewsletters
 Prepare electronic art files and components for print or electronic
deployment
 Create HTML emails, uploading them to various web based email
deployment sites, send emails and manage updates and re deploys
 Submit proof/comp for client review and sign-off
 Follow up with client on project due dates, milestones, and/or
changes to the planned designs
 Obtain vendor quotes, negotiate pricing if needed, and provide
client with cost and time estimate
 Place print and fulfillment orders on behalf of the client
 Manage and maintain electronic and print files for client
None
None
Page 38 of 52
Name of Service:
Request Service:
Web Address
Specifics:
Recharge Services
Premium Services
Video design and editing services
Script, author, shoot, edit and produce promotional videos to
enhance recruitment efforts, compel prospective students to choose
UCR. Use video as a vehicle to promote services and programs
available to continuing and graduate students at UCR.
None
 Author script and define video “storyline” and direction
 Present concept and script to client for feedback/approval
 Shoot footage
 Edit footage, select and add music, voice-over, text, stills, and
footage –produce final video
 Connect with Strategic Communications to leverage assets and to
ensure continuity of message across audiences
 Review video draft with client and revise where needed
 Deploy final video to appropriate communication channels
 Update/edit video as needed
None
None
Page 39 of 52
Name of Service:
Request Service:
Web Address
Specifics:
Recharge Services
Premium Services
Web design services
Design, author, build and deploy outward facing (public) websites
Student Affairs Departments
Campus partners
admissions.ucr.edu, asp.ucr.edu, apsp.ucr.edu, careers.ucr.edu
csp.ucr.edu, cdc.ucr.edu, conduct.ucr.edu, campushealth.ucr.edu,
counseling,ucr.edu, deanofstudents.ucr.edu, dining.ucr.edu,
eaop.ucr.edu, finaid.ucr.edu, gearup.ucr.edu, housing.ucr.edu,
hub.ucr.edu, internationalcenter.ucr.edu, international.ucr.edu,
itsonus.ucr.edu, out.ucr.edu, nasp.ucr.edu, registrar.ucr.edu,
recreation.ucr.edu, relief.ucr.edu, sais.ucr.edu, samc.ucr.edu,
studentlife.ucr.edu, trio.ucr.edu, well.ucr.edu, wrc.ucr.edu
 Work with clients to determine goals and needs for website and
complexity and scope of project
 Review existing Google analytics to inform decisions about site
redesign
 Create a site map layout showing proposed new website structure
 Interview clients, students, research and write content for new
site
 Crop, modify, or manipulate photos, graphics and assets to be
used in the creation of the site
 Build out final web pages incorporating new design, look, feel and
navigation
 Work with programmers to build code for site
 Research and implement Search Engine Optimization (SEO),
keyword search terms to increase site traffic
 Proof final site design, edit, revise and package for client review
and approval
 Scan for 508 compliant (accessibility)
 Deploy site
None
None
Page 40 of 52
Name of Service:
Request Service:
Web Address
Specifics:
Recharge Services
Premium Services
Student portal and Admissions portal management
Create and implement a strategic messaging plan for the continuing
student portal (R’Web) and the prospective/admitted student
Admission portal (MyUCR). Author content, update and post
messaging and graphics, and maintain content as needed
Academic departments
Rweb.ucr.edu (continuing student portal),
My.UCR.edu (undergraduate admissions portal)
 R’Web--Author, manage and maintain written announcements on
continuing student portal
 R’Web--Create, produce and upload spotlight graphic art and
written content
 R’Web--Maintain both portals–un-publish, re-publish messages and
spotlights to ensure the latest information reaches the audience
 MyUCR --Create, deploy, manage, and maintain messaging critical
to a student’s admission to the university.
 MyUCR--Write and publish messages for student homepages,
alerts, spotlights and surveys
 MyUCR – Work with academic and Student Affairs departments to
update their messages
None
None
Page 41 of 52
Name of Service:
Request Service:
Web Address
Specifics:
Recharge Services
Premium Services
E-Learning tutorial authoring and production
Author a comprehensive library of e-Learning tutorials that staff,
faculty, advisors and students can access to learn how to use Banner,
the campus student information system
UCR faculty
UCR staff
Undergraduate and graduate students
Ucrlearning.ucr.edu, ucrbanner.ucr.edu
 Edit procedures documents received by functional owners for
brevity and clarity of concept
 Design and build complex, multi-module tutorials incorporating the
use of photos, illustration, written content, video, motion and voice
over
 Work with the campus partners to test and upload e-learning
tutorials for review and proof
 Obtain client feedback/revisions and implement such
 Prepare and upload final files to campus learning management
system for final deployment
None
None
Page 42 of 52
Name of Service:
General catalog production and publishing
Update, produce and publish the annual campus general catalog
Request Service:
Web Address
Specifics:
Recharge Services
Premium Services
Prospective students/parents
Admitted students
Continuing students
Faculty
Academic advisors
Staff
Catalog.ucr.edu
 Coordinate catalog content calls to UCR faculty and staff for review
and revision
 Act as a primary contact to faculty and staff regarding general
catalog content calls, revisions, approvals, publishing, and follow up
documents
 Attend all Academic Senate and Committee on Courses meetings
 Coordinate and manage revisions from faculty and staff
 Distribute proofs and obtain approvals for final publishing
 Layout all new text/content in electronic format. Prepare document
for print and press proof
 Consult with administrative and academic offices to gather,
interpret, verify and publish required policies and regulations
 Publish electronically and/or in print
None
None
Page 43 of 52
Name of Service:
[Service 1]
Services aimed to prepare High School Students for higher education
(EAOP, ETS, UBC, UBO)
Request Service:
Web Address
Specifics:
Programs provide fundamental support to high school students in
their preparation for high school graduation, college enrollment and
completion. Services include tutoring, advising, curriculum
development, and summer programs to expose students to a college
campus, Saturday sessions, campus tours, preparation for entrance
exams, and various presentations on topics such as financial literacy,
financial aid, admissions, and college knowledge.
High School students who attend a target school and meet the
eligibility criteria as set forth by the U.S. Department of Education or
EAOP.
http://trio.ucr.edu; http://eaop.ucr.edu
provide Service 1.)
Examples:
 Recruit the funded to serve number of students
 Coordinate services with high school personnel
 Plan and coordinate services outside of high school, on or offcampus
 Implement approved services
 Evaluate approved services
Recharge Services
Examples:
 Rent vehicles at daily, monthly, or mileage rate
 Pay for media use in classrooms
 Housing charges associated with summer programs on
campus
 Pay for computer lab use
Premium Services
Page 44 of 52
[Service 2]
Name of Service:
Services aimed to assist retention and graduation rates of eligible UCR
Students (SSS).
Provide opportunities for academic development, assist students with
basic college requirements, and motivate students toward the
successful completion of their postsecondary education. Services
include advising, tutoring, graduate school admissions assistance, and
assistance with careers.
Request Service:
UCR students who meet the eligibility criteria set forth by the U.S.
Department of Education
Web Address
http://deanofstudents.ucr.edu/trioscholars/
provide Service 3.)
Specifics:
Examples:
 Coordinate services with campus partners
 Plan and coordinate services
 Implement approved services
 Evaluate approved services


Recharge Services
Pay for media use in classrooms
Pay for computer lab use
Premium Services
Page 45 of 52
[Service 3]
Name of Service:
Tutoring Services for Elementary, Middle and High School Students
80 College students provide tutoring services to 800 elementary,
middle and high school students.
Request Service:
Students who attend the target schools or community centers in the
Eastside of Riverside and meet the eligibility criteria set forth by the
approved grant.
Web Address
http://www.uecc.ucr.edu/
provide Service 3.)
Specifics:
Recharge Services
Examples:
 Coordinate tutoring services with school sites and community
centers
 Plan and coordinate tutoring services
 Implement approved tutoring services
 Evaluate approved tutoring services
Premium Services
Page 46 of 52
[Service 4]
Name of Service:
Community Service Opportunity for UCR/College Students
80 College students, the majority of who are UCR students have the
opportunity to provide tutoring services to 800 elementary, middle
and high school students. In addition, UECC members also have the
opportunity to participate in community service projects in the
Eastside community of Riverside and provide assistance in the
Community Centers located within the Eastside community.
Request Service:
Web Address
Specifics:
Recharge Services
Students who are enrolled in college and meet the eligibility criteria
set forth by the funding organization (California Volunteers).
http://www.uecc.ucr.edu/
provide Service 4.)
Examples:
 Recruit the funded to serve number of members
 Coordinate member schedules with school sites and
community centers
 Ensure members are volunteering the required number of
hours to meet their contracts
 Provide tutoring opportunities to members
 Provide community service opportunities to members
Premium Services
Page 47 of 52
Name of
Service:
Brief
Description
of Service:
Customers
Eligible to
Request
Service:
Web
Address
Service
Level
Agreement
Specifics:
[Service 1]
Career Planning & Development
The Career Center provides career planning & development services, including:
workshops, programs, and individual career counseling services to ensure that all UCR
students are the most career-ready applicants through the attainment and
demonstration of requisite competencies that broadly prepare college graduates for a
successful transition into the workplace.
Undergraduate Students, Graduate Students, Alumni, Student Groups, Faculty,
Student Affairs Departments, Academic Colleges and Departments, and Employers
http://careers.ucr.edu/essentialjobsearch/essentialjobsearchskills.html
http://careers.ucr.edu/careerplanningcounseling/careerplanningcounseling.html
http://careers.ucr.edu/careerfairsworkshops/workshops.html
[Provide bulleted points on the specific functions required to provide “Service” to the
unit’s customers. Every bulleted point should start with a verb to depict an accurate
view of the required action to provide Service 1.)











Recharge
Services
Premium
Services
Offer daily drop-in career counseling services
Review resumes and cover letters
Provide individual career counseling appointments
Provide major choice assistance
Deliver career exploration seminars and workshops
Perform career and interest assessments (TypeFocus,, Career Leader, MBTI,
Strong Interest Inventory, Strengths Finder)
Deliver workshops on job search, resume writing, interviewing, using LinkedIn,
and other basic and advanced job search skills
Identify workshop panelists and co-presenters
Organize and host career exploration panels targeting different majors,
industries, and colleges
Conduct mock interviews
Manage career planning website
Develop and manage cohort-based career development programs and courses that are
customized for unique student populations (by major, college, year in school, ethnicity,
gender, sexual orientation, veterans, disabled, student athletes, etc.). Examples:
 First year learning or residential communities
 Second year learning or residential communities
 Seniors Success Series
 Disabled Students (ASPIRE)
 Student Veterans (Operation VETS)
 First Generation Students (ORBITS)
 CNAS Sophomores (NASC 094)
Page 48 of 52
Name of
Service:
Brief
Description
of Service:
Customers
Eligible to
Request
Service:
Web
Address
Service
Level
Agreement
Specifics:
Recharge
Services
[Service 2]
Special Programs & Events
The Career Center plans and coordinates special programs & events, including major
career fairs and events; and develops special programs and events for larger student
groups to network with industry professionals and executives. Also manages our larger
student development programs.
Employers, Undergraduate Students, Graduate Students, Alumni, Student Groups,
Academic Colleges & Departments
http://careers.ucr.edu/employertools/careerfairs/careerfairs.html
http://careers.ucr.edu/careerfairsworkshops/careerfairsworkshops.html










Identify and market to organizations to participate in Job Fairs
Host Career Expo: Diversity Fair (Fall)
Host Spring Job Fair: Career Night (Spring)
Host Last Chance Job Fair (Spring)
Host: Public Service, Non-Profit & Internship Fair (Winter)
Manage student group partnerships
Coordinate special workshop requests
Support large events on- and off-campus involving employers and students
Manage larger well-established special programs
Develop event sponsors
Premium
Services







CNAS ESCAPE for Sophomores
STEM Job Fair (CNAS)
Engineering & Technology Job Fair (BCOE)
Education Teacher Job Fair (GSOE)
Finance, Accounting, and Business Job Fair (SOBA & AGSM)
Event sponsorships
Add additional programs as part of major events
Page 49 of 52
Name of
Service:
Brief
Description
of Service:
Customers
Eligible to
Request
Service:
Web
Address
Service
Level
Agreement
Specifics:
[Service 3]
Employer & Job Development
The Career Center provides employer & job development services, including:
developing employers and jobs for all current UCR students. Emphasis is placed on
attracting new employers as well as engaging existing employers.
Employers, Students, Alumni, Graduate Students, Academic Colleges
http://careers.ucr.edu/employertools/employertools.html
http://careers.ucr.edu/employertools/partnerinvolvement/alliancepartners.html

Recharge
Services
Premium
Services
Manage Career Center internship program, including: workshops, internship
postings, process forms for students to receive academic credit from offcampus employers
 Organize information sessions, Tech Talks, Coffee Chats, and Conversations
with employers
 Host information sessions and tables for employers
 Suggest panelists from alumni and employer development efforts
 Identify and develop new employers and contacts
 Develop and maintain a database of employers, contacts and job postings (fulltime, part-time on campus, part-time off campus, federal work study,
community service/volunteer, and internships).
 Promote and support Featured Employers of the Week
 Manage an Employer Advisory Board
 Distribute direct emails from employers to students
 Assemble resume books
 Educate all students eligible for Federal Work-Study on how to use their award
 Identify and develop off-campus Federal Work Study employers
 Develop and maintain a list of engaged employers
 Raise campus awareness on how to avoid job scams and fraud



Develop employers in a particular industry or for a specific major
Provide a deeper level of engagement via our Employer Alliance Partnership
program
Consult clients on developing an Internship Program
Page 50 of 52
Name of Service:
[Service 4]
On-Campus Interviews
Service:
The On-Campus Interview Program (OCI) invites employers to campus to
interview graduating students for full-time career positions. Employer
participants include business, industry, non-profit organizations and
government agencies. Positions are generally entry-level in nature and
encompass a broad range of functional areas, including, but not limited to:
finance, marketing, management, sales, operations, social service,
technology, engineering and laboratories.
Undergraduate Students, Graduate Students, Employers
http://careers.ucr.edu/jobs/oci/oncampusinterviews.html
“Service” to the unit’s customers. Every bulleted point should start with a
verb to depict an accurate view of the required action to provide Service 2.)
Request Service:
Web Address
Service Level
Agreement Specifics:







Consult with employer regarding interview schedule and candidate
specifics
Post job description
Collect and assemble student resumes for employer to review
Prepare students for interviews through programs, including
workshops on interviewing skills, proper attire, etc.
Schedule interviews
Manage interview schedules and room availability
Host employers on-campus
Recharge Services
Premium Services

Host or manage on-campus interviews for other professional
programs (e.g., AGSM, or School of Public Policy)
Page 51 of 52
Name of
Service:
Brief
Description
of Service:
Customers
Eligible to
Request
Service:
Web
Address
[Service 5]
Graduate & Professional School Exploration and Preparation
The Career Center provides graduate & professional school exploration and
preparation services, including a special series of workshops and Information Fairs
throughout the year focusing on graduate and professional school exploration and
preparation. The workshop series is titled “Jump Start” and the topics include law
school, grad school, and medical school. Additional workshops are also offered
such as the “Law School Forum” and “Choosing a Health Professions School”.
Students, Graduate Students, Faculty, Graduate & Professional School Admissions,
Health Professions Advising Center
http://careers.ucr.edu/gradschoolportal/graduateschoolandprofessionalprograms.html
Service
Level
Agreement
Specifics:
Recharge
Services
Premium
Services










Identify organizations to participate Graduate School Fairs
Host Graduate & Professional School Day (Fall)
Host Law School Information Day (Fall)
Host Health Professions School Fair (Spring)
Host: Public Service, Non-Profit & Internship Fair (Winter)
Manage student group partnerships
Develop site for students to explore graduate school opportunities
Manage Graduate & Professional School and Admissions Contact database
Develop event sponsors
Deliver Jump Start graduate and professional school preparation workshop
series
 Add additional programs to major events
Page 52 of 52
Student AffairsHealth & Wellness
Jul 2016 – Jun 2017
CONTENTS
1.0
Executive Summary ....................................................................................................... 2
2.0
Service Line Summary ................................................................................................... 2
3.0
General Service Overview ............................................................................................. 3
4.0
Service Line Detail ......................................................................................................... 5
SLA Doc Contact:
Email:
Cathy Eckman
[email protected]
Health and Wellness
Contact:
Susan Allen Ortega
[email protected]
Student Affairs-Health & Wellness
Page 1 of 11
[This section will be used as a high-level introduction of the unit – limit to 1 page]
Student Affairs Health and Wellness Departments, including the AVC, Senior Director, Case
Management, Counseling and Psychological Services, Student Special Services and the WELL (Wellbeing ,
Empowerment, Life and Learning) support the University and enrolled UC Riverside undergraduate and
graduate students through provision of programs and services that mitigate and address high risk
behaviors, raise student awareness and facilitate action in developing life-long health and wellness
practices, and provide support essential to students’ academic success. These programs and services
include, but are not limited to: Crisis Intervention, Direct Psychological and Psychosocial Support,
Academic Support, Student Outreach and Education, Regulatory Compliance, Student Org Advisement
and Faculty/Staff Consultation and Training.
Service
Core
Service
Level of Service
Premium
Recharge
Service
Service
Page #
Unit Services
Case Management
√
Counseling and Psychological Services
√
Student Special Services
√
Assistant Vice Chancellor Health &
Wellness
Senior Director Health & Wellness
The WELL (Wellbeing, Empowerment, Life
and Learning)
√
√
Page 2 of 11
Number of Students Served (2014-15)
Department
Individual
Students
Contacts/Interventions
290
1532
Case Management
Counseling & Psychological Services
749
5264 individual/couple
appointments
242 group appointments
Student Special Services: Students with
Disabilities
Student Special Services: Student Veterans
The WELL
AVC/Senior Director Health & Wellness
400
120 Military and
Veteran Students
520 Dependents
1,579 unduplicated
3,204 Visits to The WELL
students
The AVC and Senior Director are actively engaged
with supporting the Health and Wellness staff in
addressing student needs. Direct contact with
students is limited to addressing high profile and
high risk cases, complaints, exceptions, special
needs and circumstance.
Number of Programs Provided (2014-15)
Department
Number of Programs
Case Management
Counseling & Psychological
Services
69 Orientation/
awareness/ tabling
51 Training and education
workshops
The WELL
766 walk-in
consultation/crisis
contacts
2,300 Exams
Administered
375 Biofeedback
appointments (Stress
Management/relaxation
training sessions)
40 Disability Services
36 Veteran Services
149
Page 3 of 11
Number of Student
Participants
5,218
2,133
83
Not tracked
11,651
Number of Faculty and Staff Served
Size of facility maintained by Health & Wellness Departments
Department
ASF
Case Management
Counseling & Psychological Services
293
4,220-Veitch Student Center Main
CAPS Location
293 –CAPS Satellite Offices
The WELL
AVC and Senior Director Health and Wellness
Page 4 of 11
4513 Total Square Feet
2,581
1,197
743
Name of Service:
Service:
Request Service:
Web Address
Case Management
Case Management provides crisis intervention, direct psychological and
psychosocial support, academic support, student outreach and
education, and faculty/staff consultation and training. Case Managers
contribute to a healthy campus climate by providing support, assistance
and advocacy to distressed students, and to faculty and staff working
with students of concern.
Case Management provides services to all registered undergraduate and
graduate and professional students at UCR.
In addition, Case Management consults and collaborates with staff,
faculty, and parents in addressing the needs of distressed and
distressing UCR students.
http://deanofstudents.ucr.edu/emergencycrisis/casemanager.html
 Case Managers provide intervention with students in crisis, or
students who are distressed or are distressing to others. Top
presenting issues: mental health, academic stress, potential threat
to self, financial distress, and potential threat to others.

Case Managers serve as the primary source of contact to triage
concerns and monitor the implementation and progress of
interventions decided on by the Critical Student Incident and
Student Threat Assessment Teams. These teams provide the UCR
community with support and action towards addressing the needs
of students who are distressed and have the potential to be harmful
to themselves or the community around them.

Case Managers offer a workshop on a quarterly basis and upon
request to guide staff and faculty on how to appropriately respond
to students in distress or who may be causing distress to others.

Case Managers work in active collaboration with student affairs and
campus departments whose work focuses on high risk students
including, but not limited to Counseling & Psychological Services,
Student Health Services, Student Special Services and Residential
Life.
Service Level
Agreement Specifics:
Recharge Services
Premium Services
No Recharge Services
No Premium Services
Page 5 of 11
Name of Service:
Service:
Request Service:
Web Address
Specifics:
Counseling & Psychological Services (CAPS)
CAPS provides a variety of professional clinical and prevention/
promotion services to assist with the increasingly complex
psychological needs of the UCR student population, including: crisis
intervention; direct psychological and psychosocial support; outreach,
education, and training for students, faculty and staff; and student
organization advisement. CAPS mission is to provide psychological
services that enhance the mental health, interpersonal relationships,
academic performance, and career development of UC Riverside
students, and to assist all members of the university community to
develop a healthy campus environment.
CAPS provides services to all registered undergraduate and graduate
and professional students at UCR.
In addition, CAPS consults and collaborates with staff, faculty, and
parents in addressing the psychological needs of UCR students.
http://counseling.ucr.edu/

CAPS provides Intake Assessment, Individual/Couples Counseling,
and Group Therapy for students.

CAPS provides Biofeedback sessions, a stress management
program, to all students on campus.

CAPS staff provides immediate crisis/consultation services to
individuals in crisis during normal business hours and makes
appropriate referrals to campus and community resources, which
at times may include another crisis service, e.g. hospitalization.
Note: Since 2010, annual hospitalizations have tripled.

CAPS provides after-hours telephone crisis counseling through
“ProtoCall” Services for our students.

CAPS participates actively in the Critical Student Incident Team and
Student Threat Assessment Team a centralized structure for
faculty, staff and departments to deal with students who is
displaying concerning, disruptive or distressed behavior and to
prevent, mitigate, respond and recover from incidents by setting
into motion a response which leads to a positive outcome.

CAPS is responsible for assisting the campus with psychological
needs stemming from any significant campus crisis, disaster or
traumatic event. CAPS provides mandated assessment of students
who are considered to be a potential threat to themselves or
others.
Page 6 of 11
Recharge Services
Premium Services

CAPS provides Mandated Substance Abuse Assessments for
students whose drinking or drug use is of concern.

CAPS staff provide telephone and in-person consultation to faculty,
staff, students, and parents who are concerned about the welfare
of students.

CAPS engages in outreach and education with students to increase
knowledge about personal and campus well-being, and to promote
a healthy campus environment across campus.
 CAPS advises StressBusters Peer Educators.
No Premium Services
Page 7 of 11
Name of Service:
Service:
Request Service:
Web Address
Specifics:
Student Special Services support students and the University with
direct psychosocial support, academic support, regulatory
compliance, student organization advisement and faculty/staff
consultation and training. Student Special Services facilitates
mandated accommodations, services and benefits that allow equal
access for students with disabilities and military-affiliated students to
UCR’s educational and civic opportunities.
SSS provides services to all registered undergraduate, graduate and
professional students at UCR.
In addition, SSS consults and collaborates with staff, faculty, and
parents in addressing the needs of UCR students and to ensure
campus compliance with federal regulations pertaining to students
with disabilities and military affiliated students.
http://specialservices.ucr.edu
 SSS facilitates federal and state mandated services and academic
accommodations for students with documented permanent and
temporary disabilities.

SSS assists student veterans, service members and family members
with obtaining federal/state educational benefits.

SSS collaborates with federal agencies and is responsible for
mandated reporting and audit response coordination on behalf of
the campus.

SSS provides safe, supportive environment to discuss academic
and personal concerns and facilitates referrals to campus and
community resources.

SSS advises departments, faculty, and staff on working with
students with disabilities, as needed.

SSS conducts trainings and programs for faculty, staff, and
students regarding disability awareness, navigating the
accommodation process, etc.

SSS coordinates the Veteran Support Team – liaisons from across
campus who act as ambassadors for military-affiliated students
when needs arise related to their respective areas.

SSS provides certifications for students requesting transportation
services from Transportation and Parking Services (TAPS) due to a
Page 8 of 11
disability and provides mobility equipment (e.g. crutches) needed
to facilitate student access to campus academic and non-academic
activities.

Recharge Services
Premium Services
SSS advises Association of Veterans and Service members student
organization and Student Disability Union student organization.
No Premium Services
Page 9 of 11
Name of Service:
Service:
Request Service:
Web Address
Specifics:
Recharge Services
Premium Services
Assistant Vice Chancellor Health and Wellness
Senior Director Health and Wellness
The Assistant Vice Chancellor for Student Affairs–Health & Wellness
and Senior Director for Health & Wellness provide leadership and
accountability for the administration, development, assessment and
improvement of student health and wellness services and provide
leadership in creating a strong and active wellness culture at UC
Riverside that enables all enrolled students to flourish while
developing lifelong wellness self-management skills.
The AVC HW and Senior Director provide direction and support to
programs and departments in the division of Student Affairs focused
on student wellness and success including: Case Managers,
Counseling Center, Student Recreation Center, Student Health
Center, Student Special Services and the WELL (Wellbeing,
Empowerment, Life and Learning).
Health and Wellness provides services to all registered undergraduate
and graduate and professional students at UCR.
In addition, Health and Wellness consults and collaborates with staff,
faculty, and parents in addressing the needs of UCR students.
http://vcsa.ucr.edu/health/index.html
Provide leadership and accountability for the administration,
development, assessment and improvement of student health and
wellness services.
No Premium Services
Page 10 of 11
Name of Service:
Service:
Request Service:
Web Address
Specifics:
Recharge Services
Premium Services
The WELL
The WELL provides student outreach and education and direct
psychosocial support to undergraduate and graduate students. The
WELL serves as the health education and promotion department,
educating through collaborative wellness programming and peer
training, advisement, and outreach. The WELL further plays a
leadership role in supporting systemwide wellness focused mandates
including sexual violence education and food security. WELL
programs and services aspire to raise awareness and facilitate action
in developing life-long health and wellness practices by students and
provide support essential to students’ academic success.
The WELL provides services to all graduate and undergraduate UCR
students.
Groups eligible to request services (on behalf of undergraduate
and/or graduate students) include staff, faculty, undergraduate
students/student groups, and graduate students/student groups.
http://well.ucr.edu
 The WELL coordinates collaborative programming, health
education and outreach focused on priority student wellness
needs. Topics include fitness, nutrition, mental health, stress,
sleep, alcohol and other drugs, sexual health, and sexual violence
prevention/awareness.

The WELL leads and coordinates efforts of the UC systemwide
Global Food Initiative Food Access and Security Committee,
including coordination and management of R’Pantry.

The WELL coordinates peer mentor and educator recruitment
and training efforts in collaboration with Health and Wellness
departments and selected Student Affairs and Campus partners.

The WELL advises a number of peer education groups including:
o Golden ARCHES peer educators whose focus is on fitness,
nutrition, sexual health, alcohol, and other drugs.
o Active Minds peer educators whose goal is to reduce the
stigma surrounding mental health.
o Highlanders Against Sexual Violence whose focus is sexual
violence awareness, specifically issues of consent, rape
culture, and healthy relationships.
No Premium Services
Page 11 of 11

SLA – Student Affairs - University of California, Riverside

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