Office of Diversity Programs

Transcription

1 LOS ANGELES COMMUNITY COLLEGES CITY EAST HARBOR MISSION PIERCE SOUTHWEST TRADE-TECH VALLEY WEST REPORT OF CLIENT SATISFACTION QUESTIONNAIRE Office of Diversity Programs July 2009

2 LOS ANGELES COMMUNITY COLLEGE DISTRICT REPORT OF CLIENT SATISFACTION QUESTIONNAIRE OFFICE OF DIVERSITY PROGRAMS TABLE OF CONTENTS Contact List... 3 Acknowledgment....4 Executive Summary...5 Recommendations..8 Excerpted from the Questionnaire Comments and Suggestions..8 Questionnaire Analysis Summary..10 District Office of Diversity Programs Services...10 Question 1. The Office of Diversity Programs staff responds to requests for consultation and inquiries in a timely and helpful manner District Office of Diversity Programs Training Question 2. The Office of Diversity Programs provides training in compliance issues (e.g., sexual harassment, reasonable accommodations) District Office of Diversity Programs Guidance, Leadership and Direction.12 Question 3. The Office of Diversity Programs provides guidance, leadership and direction on diversity and equal employment issues District Office of Diversity Programs Technical Assistance 13 Question 4. The Office of Diversity Programs provides technical assistance in the area of prohibited discrimination complaint processing District Office of Diversity Programs Project MATCH Question 5. The Office of Diversity Programs has adequately publicized the Project MATCH program and its purpose Overall Comments and Suggestions from Respondents...15 Appendix 1. Questionnaire Form Office of Diversity Programs

3 Contact List Office of Diversity Programs Area Name and Phone Office of Diversity Programs Gene Little Director Office of Diversity Programs Lisa Winter Compliance Officer Project MATCH Lisa Winter Project MATCH Manager Office of Diversity Programs LACCD Diversity website contact Agnes McBride Administrative Assistant Lisa Winter Compliance Officer Office of Diversity Programs

4 Acknowledgement The Office of Diversity Programs appreciates the time and effort that respondents spent in completing the Client Satisfaction Questionnaire, and in providing comments and suggestions to improve our services. The Office of Diversity Programs has reviewed all comments and suggestions for improvement of our services. We welcome calls to our staff any time to address any issues you might have. The contact list of the Office of Diversity Programs is provided in the beginning of this report Office of Diversity Programs

5 Executive Summary The Client Satisfaction Questionnaire of the District Office of Diversity Programs was conducted to assess and evaluate the functions and services currently provided, and to identify areas that could be improved, enhanced or changed. LACCD Mission Statement "Changing Lives in a Changing Los Angeles" In an era of civic renewal, economic change, and cultural revitalization that is unprecedented in the history of Los Angeles, we--the faculty, staff, and administrators of the nine Los Angeles community colleges--dedicate ourselves to the goal of expanding access to educational opportunity across the many, diverse communities that contribute to the greater Los Angeles area. We serve all Angelenos by providing an unparalleled array of educational offerings, including programs that prepare students for successful careers, for transfer to four-year colleges and universities, for the improvement of essential life and workplace skills, and for civic engagement and life-long learning. To achieve this mission, we strive to create supportive instructional environments that challenge students to meet rigorous academic standards, to become active, self-directed learners, to develop critical and creative habits of mind, and to develop an abiding appreciation for other peoples and other cultures. The District Office of Diversity Programs coordinates the allocation of resources to achieve the District s educational mission by: 1. Expanding educational opportunity and access to everyone by ensuring that the District is free from discriminatory practices 2. Creating a culture of excellence and innovation through non discriminatory practices, that challenge our students to meet the highest educational standards 3. Supporting the vigorous, critical and free exchange of ideas and opinions, to create communities of mutual respect and shared concern that support and sustain open debate and constructive, democratic discourse 4. Embracing diversity as a central part of the District s civic and institutional identity and as a powerful element in the work, education and development of every individual 5. Ensuring through initiatives and programs such as Project MATCH that future faculty and staff reflect the diverse communities served by our District 6. Complying with federal, state and local legislative and Education Code requirements 7. Developing, implementing, maintaining and monitoring the District Prohibited Discrimination and Harassment Policy 8. Investigating, analyzing, resolving and monitoring grievances, and complaints when such incidences occur Office of Diversity Programs

6 The Client Satisfaction Questionnaire was sent to 73 respondents on January 27, The target audiences from the distribution lists included LACCD College Presidents (9), Vice Presidents of Academic Affairs (11), Vice Presidents of Administration (11), Vice Presidents of Student Services (7), Compliance Officers (9), Academic Senate Presidents (8) and senior staff within the District Office (18). 28 responses were collected by February 18, 2009, a 38% response rate. None of the respondents were asked to identify their position. The questionnaire rated and evaluated the following: 1. The Office of Diversity Programs Timely Services 2. The Office of Diversity Programs Training in Compliance Issues 3. The Office of Diversity Programs Guidance, Leadership and Direction 4. The Office of Diversity Programs Technical Assistance in Complaint Processing 5. The Project MATCH Program and its Purpose 6. Overall Comments Overall, the services of the Office of Diversity Programs were rated as follows: 76% of respondents as Strongly Agree or Agree o 28.6% of respondents as Strongly Agree o 47.1% of respondents as Agree 11% of respondents as Disagree or Strongly Disagree o 8.6% of respondents as Disagree o 2.1% of respondents as Strongly Disagree 13% of respondents as No Opinion Overall, the services of the Office of Diversity Programs were rated very high. Two outstanding areas were identified by respondents from the questionnaire for the Office of Diversity Programs, they were the provision of training in compliance issues and the promotion of faculty and staff diversity, for example Project MATCH. The provision of timely and helpful services and responding to technical assistances in complaint processing also rated as high by respondents. The weakest area identified by respondents for the Office of Diversity Programs was in the provision of guidance, leadership and direction. Respondents also identified the Office of Diversity Programs as vital to the District. Questionnaire Question Breakdown In the area of the Office of Diversity Programs timely and helpful services (Question 1), 79% of respondents rated this office s service in responding to inquiries as Strongly Agree or Agree. 7% of respondents felt that this office does not respond in a timely manner to inquiries, and rated this office s services as a Disagree to the question, however, none of the respondents rated this office s services as Strongly Disagree. 14% of respondents had no opinion to this question. In the area of the Office of Diversity Programs training in compliance issues (Question 2), 82% of respondents rated this office s service as Strongly Agree or Agree. 7% of respondents felt that the Office of Diversity Programs does not provide enough training Office of Diversity Programs

7 in compliance issues, half of those respondents in the Disagree and half in the Strongly Disagree categories. 11 % of respondents had no opinion to this question. In the area of the Office of Diversity Programs guidance, leadership and direction (Question 3), 61% of respondents rated the service as Strongly Agree or Agree. 21.5% of respondents felt that the Office of Diversity Programs does not show enough guidance, leadership and direction. Of the 21.5% group, over 3/4 of those respondents rated this office in the Disagree, and less than 1/4 rated this office as Strongly Disagree to that question. 18 % of respondents had no opinion to this question. In the area of the Office of Diversity Programs technical assistance in complaint processing (Question 4), 75% of respondents rated the service as Strongly Agree or Agree. 7% felt that this office did not provide technical assistance in complaint processing and rated this office s services as Disagree, however, none of the respondents rated this office s services as Strongly Disagree. 18 % of respondents had no opinion to this question. In the area of the Office of Diversity Programs Project MATCH (Question 5), 82% of respondents rated their knowledge and understanding of the purpose of the program as Strongly Agree or Agree. 11% of respondents felt that the Office of Diversity Programs does not publicize or promote this program enough. Of the 11% group, 1/3 and rated this office as Disagree, and 2/3 rated this office as Strongly Disagree to that question. 7% of respondents had no opinion to this question Office of Diversity Programs

8 Recommendations Excerpted from the Office of Diversity Programs Questionnaire and Overall Comments from Respondents 1. The Office of Diversity Programs staff responds to requests for consultation and inquiries in a timely and helpful manner. Recommendation 1 The Office of Diversity Programs to continue to provide timely responses to all colleges and District Office employees 2. The Office of Diversity Programs provides training in compliance issues (e.g., sexual harassment, reasonable accommodations). Recommendation 2 The Office of Diversity Programs to survey/liaise with campuses/district Office to assess specific training needs of its employees. Recommendation 3 The Office of Diversity Programs to develop training resources for distribution to District Office and colleges. Recommendation 4 The Office of Diversity Programs to encourage all employees in the District to attend training especially the online sexual harassment training for nonsupervisors. 3. The Office of Diversity Programs provides guidance, leadership and direction on diversity and equal employment issues. Recommendation 5 The Office of Diversity Programs to plan ways to educate the District of its total role and function so that it is not just associated with the investigation of complaints. Recommendation 6 The Office of Diversity Programs to work more closely with Compliance Officers especially in providing information regarding updates to federal/state/local legislation, case studies and diversity and EEO in general Office of Diversity Programs

9 4. The Office of Diversity Programs provides technical assistance in the area of prohibited discrimination complaint processing Recommendation 7 The Office of Diversity Programs to continue to provide guidance and follow-up in monitoring compliance with the District s Prohibited Discrimination and Harassment Policy Recommendation 8 The Office of Diversity Programs to develop District guidelines addressing specific types of technical assistance to assist Compliance Officers in prohibited discrimination complaint processing. 5. The Office of Diversity Programs has adequately publicized the Project MATCH program and its purpose Recommendation 9 The Office of Diversity Programs to target core discipline networks/groups/associations to encourage qualified participants in these disciplines to apply for internship with Project MATCH Recommendation 10 The Office of Diversity Programs to provide a written annual report outlining the progress of Project MATCH at the end of the program cycle (December/January) to the Board of Trustees Recommendation 11 The Office of Diversity Programs to distribute a written annual report to the District Academic Senate, college presidents and vice presidents of academic affairs Recommendation 12 The Office of Diversity Programs to provide updates (up to twice a year) of Project MATCH to senior staff/administrators at the District Office and colleges Recommendation 13 The Office of Diversity Programs to liaise with vice presidents of academic affairs and department chairs to increase support for Project MATCH especially in recruiting potential interns and mentors for the program Recommendation 14 The Office of Diversity Programs to widen the drawing pool where the program is advertised Office of Diversity Programs

10 Questionnaire Analysis Summary District Office of Diversity Programs Services Question 1. The Office of Diversity Programs staff responds to requests for consultation and inquiries in a timely and helpful manner. Response In the sample of 28 respondents, 25% of respondents rated the service of the Office of Diversity Programs responding to inquiries as Strongly Agree ; 53.6 % rated as Agree ; 7.1% rated as Disagree ; no responses were received in the Strongly Disagree category and 14.3% respondents had no opinion to this question. Summary More than three quarters of the respondents were satisfied that staff in the Office of Diversity Programs responds in a timely and helpful manner to requests for consultation and inquiries. Office of Diversity Programs Response to Inquiries 60% 50% 40% 30% 20% 10% 0% Respondents Rating Stongly Agree 25% Agree 54% Disagree 7% Stongly Disagree 0% No Opinion 14% Office of Diversity Programs

11 District Office of Diversity Programs Training Question 2. The Office of Diversity Programs provides training in compliance issues (e.g., sexual harassment, reasonable accommodations). Response In the sample of 28 respondents, 32.1% of respondents rated the service of the Office of Diversity Programs responding to providing training in compliance issues as Strongly Agree ; 50% rated as Agree ; 3.6% rated as Disagree ; 3.6% rated as Strongly Disagree and 10.7% respondents had no opinion. Summary Respondents rated the provision of training in compliance issues, along with publicizing Project MATCH program and its purpose the highest of all services identified in the survey. All respondents would have been aware and should have completed the on line mandated AB1825 sexual harassment training for supervisors. Office of Diversity Programs Training in Compliance Issues 50% 40% 30% 20% 10% 0% Respondents Rating Stongly Agree 32% Agree 50% Disagree 4% Stongly Disagree 4% No Opinion 11% Office of Diversity Programs

12 District Office of Diversity Programs Leadership, Direction and Guidance Question 3. The Office of Diversity Programs provides guidance, leadership and direction on diversity and equal employment issues. Response In the sample of 28 respondents, 25% of respondents rated the service of the Office of Diversity Programs responding to providing leadership, direction and guidance as Strongly Agree ; 35.7 % rated as Agree ; 17.9% rated as Disagree ; 3.6% rated as Strongly Disagree and 17.9% respondents had no opinion. Summary The provision of leadership, direction and guidance was the weakest area identified from the respondents, only two-thirds of respondents felt that the Office of Diversity programs was doing a good to very good in providing leadership, direction and guidance within the District. Comments from the respondents indicate that the Office of Diversity Programs was vital to the District but must be more visible. Office of Diversity Programs Leadership, Direction and Guidance 40% 30% 20% 10% 0% Respondents Rating Stongly Agree 25% Agree 36% Disagree 18% Stongly Disagree 4% No Opinion 18% Office of Diversity Programs

13 District Office of Diversity Programs Technical Assistance Question 4. The Office of Diversity Programs provides technical assistance in the area of prohibited discrimination complaint processing. Response In the sample of 28 respondents, 32.1% of respondents rated the service of the Office of Diversity Programs in providing technical assistance in the area of prohibited discrimination complaint processing as Strongly Agree ; 42.9 % rated as Agree ; 7.1% rated as Disagree ; 0% rated as Strongly Disagree and 17.9% respondents had no opinion. Summary The provision of technical assistance in the area of prohibited discrimination complaint processing was one of the strongest areas identified in the survey for the Office of Diversity Programs. No one rated this service as Strongly Disagree. Office of Diversity Programs Technical Assistance 50% 40% 30% 20% 10% 0% Respondents Rating Stongly Agree 32% Agree 43% Disagree 7% Stongly Disagree 0% No Opinion 18% Office of Diversity Programs

14 District Office of Diversity Programs Project MATCH Question 5. The Office of Diversity Programs has adequately publicized the Project MATCH program and its purpose. Response In the sample of 28 respondents, 28.6% of respondents rated the publicizing of the Project MATCH program and its purpose as Strongly Agree ; 53.6% rated as Agree ; 7.1% rated as Disagree ; 3.6% rated as Strongly Disagree and 7.1% respondents had no opinion. Summary Respondents are aware of the Project MATCH program and its purpose. It received the highest percentage of responses along with the provision of training in compliance issues. Office of Diversity Programs Project MATCH 60% 50% 40% 30% 20% 10% 0% Respondents Rating Stongly Agree 29% Agree 54% Disagree 7% Stongly Disagree 4% No Opinion 7% Office of Diversity Programs

15 Comments and Suggestions from Respondents 1. The Office of Diversity Programs: Provision of Timely Services The Office of Diversity Program is providing a great service for the District Lisa is great! The Office is on top of it and does an excellent job Good attentive and helpful department in all regards The Office of Diversity is very strong and quite helpful! I have not worked with this office, and was not aware of the services that (I guess) it provides...sorry 2. The Office of Diversity Programs: Training in Compliance Issues We could probably all use more training 3. The Office of Diversity Programs: Guidance, Leadership and Guidance There is a significant lack of leadership in educational programming and meeting regularly with the compliance officers 4. The Office of Diversity Programs: Technical Assistance in Complaint Processing There is absolutely nothing wrong with the Office of Diversity. We need it and support it strongly. But I think most people on campus would say it is mostly invisible. When it is visible, it is mostly as an investigative unit for a complaint. The Office of Diversity does not seem to have any visible role in developing a plan for increasing the diversity of faculty in core disciplines or increasing the diversity of academic affairs administrators. Perhaps it shouldn t. I m just noting that at the ground level most people do not have any awareness of the Office 5. Project MATCH Program and its Purpose The outcome of publicizing Project MATCH for the number of applications received will only be known once the closing date has passed. This year it is wider. In past years it has been adequate. Knowledge about Project MATCH is another matter, some folk in the District are still not familiar with the program - that has also been changing with more public events Office of Diversity Programs

16 Appendix 1. Survey Form BUDGET AN D MANAGEMENT ANALYSIS - SERVICES SATISFACTI Office of Diversity Programs

17 Office of Diversity Programs