Hear how Montgomery County Community College kept its services up and running the day after the quarantine began and continues to provide services to students through the current steady state. This session will review process and technology already in place that prepared the institution for a rapid response to remote operations of the Enrollment Services team. Hear how the Enrollment Services team members (call center, service assistants, receptionists, etc.) adapted to perform same duties in a remote manner.

This session will review processes that utilize electronic forms that supported remote service, modifications of call center call flow that supported extension of service through an external process, use of college-provided laptop technology and the Microsoft Office365 suite to extend team collaboration, and the use of online meeting tools to offer innovative student events including an online open house. The session will also cover future plans to transition from supporting students through numerous shared email accounts to enterprise CRM.

This session will share what was done in collaboration with internal colleagues including Enrollment Management, Student Affairs, IT and Academic Affairs to give students and staff the tools needed to keep the momentum. The presenters will also provide information about partnerships with external vendors to continue to serve students.

Innovative approaches and continued assessments have also contributed to positive enrollment and retention

Submission ID:

13546

Presenter(s):

Michelle Brown Nevers Montgomery County Community College

Joe Mancini Montgomery County Community College