Review Assessment Report

Part 1: Contact & Program Identification

Report Year and Contact Information
Academic Year	Modified By	Date Modified
2020-2021	ehamilton9@cnm.edu	2021-11-18T05:28:43.499Z

School	Name of Program	Courses
HWPS	Veterinary Receptionist Certificate	VT 1011,VT 1005

Part 2: Program Summary

Provide a high level review of the program to include highlights, successes, challenges, significant changes, and significant resources needed to support the program
Students were interested in pursuing the Veterinary Receptionist Certificate during Summer and Fall 2020, and Spring 2021. The Veterinary Technology courses VT 1011 (Introduction to the Veterinary Profession) and VT 1005 (Veterinary Reception Basic Skills) were transitioned to fully online presentations due to the pandemic. Enrollment in VT 1011 was higher than VT 1005. There was a mixed reaction from the students with some appreciating the flexibility of the online environment, and other students challenged by the technology and requirements of online classes. Students did succeed in graduating with the Certificate of Achievement, and employment opportunities that followed. There is a great need for skilled receptionists to serve the veterinary profession in greater Albuquerque, and throughout New Mexico.

Provide a high level review of the program to include highlights, successes, challenges, significant changes, and significant resources needed to support the program

Students were interested in pursuing the Veterinary Receptionist Certificate during Summer and Fall 2020, and Spring 2021. The Veterinary Technology courses VT 1011 (Introduction to the Veterinary Profession) and VT 1005 (Veterinary Reception Basic Skills) were transitioned to fully online presentations due to the pandemic. Enrollment in VT 1011 was higher than VT 1005. There was a mixed reaction from the students with some appreciating the flexibility of the online environment, and other students challenged by the technology and requirements of online classes. Students did succeed in graduating with the Certificate of Achievement, and employment opportunities that followed. There is a great need for skilled receptionists to serve the veterinary profession in greater Albuquerque, and throughout New Mexico.

Part 3: Data Review

	2018-2019	2019-2020	2020-2021
Annual number of graduate awards is greater than 10	21	32	51
Number of declared majors	24	26	21
Average Class Size	24.2	19.6	23.6
Annual Average Class withdrawal rate is 30% or below (SAGE 35%)	10%	17%	16%
Annual C-Pass rate for coursework is 60% or above	64%	72%	63%
Average class fill rate at 60% or above capacity within a term or over a year	81%	69%	79%
Graduate Transfer to 4-year Schools	5%	3%	n/a
Full-time Faculty Coverage by Section	50%	75%	63%

Summarize how your program met or did not meet the target measures based on the data above
For the Veterinary Receptionist Certificate graduate awards has doubled over the past two years. The two courses being evaluated (VT 1005 and VT 1011) are generally capped at 30 students each. The average class size has generally remained steady over the three years, and has filled at 75% capacity. The C-pass rate average over the last three years has been 66%. 51 students were awarded the Certificate of Achievement in 2020-2021. The Certificate Program is certainly meeting both student desires and perspective employer needs.

Summarize how your program met or did not meet the target measures based on the data above

For the Veterinary Receptionist Certificate graduate awards has doubled over the past two years. The two courses being evaluated (VT 1005 and VT 1011) are generally capped at 30 students each. The average class size has generally remained steady over the three years, and has filled at 75% capacity. The C-pass rate average over the last three years has been 66%. 51 students were awarded the Certificate of Achievement in 2020-2021. The Certificate Program is certainly meeting both student desires and perspective employer needs.

Part 4: Program Learning Outcome Analysis

Learning Outcome	Population or Course(s) Assessed	Description	Summary of Assessment Results
Assess various career paths and paraprofessional opportunities in the veterinary profession	VT 1005	Capstone Project	Each student is directed to complete two observation projects during the last third of the course. After being introduced to customer care skills in the early part of the course, they are directed to observe the reception tasks completed at a veterinary hospital, and the customer service skills at another animal related facility (feed store, pet store, etc.). The student performs the observation and then writes up a reflection of the experience, and each student presents a brief report to the whole class. For several students this is the first experience of actually seeing customer service in the veterinary / animal care fields.
Recognize animal care client communication techniques relating to veterinary client service	VT 1005	Final Exam Test or Quiz In-class Activities Homework Assignments In-class Writing Assignment	Various communication techniques and topics are presented during the course. Activities, assignments, quizzes and tests serve as tools to stimulate critical thinking by the students, and to serve as assessments of student learning. Concepts build upon each other through the class sessions, and reinforce the learning process.

Interpretation of Assessment findings
The capstone observation project continues to be a brief 'service learning' experience. Students generally state that the project increased their desire to be in the profession, and that each observation was a satisfying experience. Throughout the course customer service skills are highlighted and activities reinforce the learning outcome. Veterinary offices and animal care facilities (pet stores, animal service shelters, etc.) are seeking and advertising for "customer service representatives" and the skills for client (customer) communication are greatly sought after in the industry. The Learning Outcomes have been successfully met.

Interpretation of Assessment findings

The capstone observation project continues to be a brief 'service learning' experience. Students generally state that the project increased their desire to be in the profession, and that each observation was a satisfying experience. Throughout the course customer service skills are highlighted and activities reinforce the learning outcome. Veterinary offices and animal care facilities (pet stores, animal service shelters, etc.) are seeking and advertising for "customer service representatives" and the skills for client (customer) communication are greatly sought after in the industry. The Learning Outcomes have been successfully met.

Part 5: Additional Action Plan in Support of Student Learning (If Appropriate)

Upcoming Year	Changes Planned for the upcoming year	Data Motivating this change
2021-2022	Return the courses (VT 1005 and VT 1011) to face to face offerings. Some assignments and assessments may remain being offered in Brightspace, but instruction will be conducted face to face (unless the pandemic forces a return to online only).	Compare retention from online to face to face.
2021-2022
2021-2022

Please select all of the following that characterize the types of changes described in the above action plan

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