Cas Report

CAS Report - Office of the Univeristy Registrar at Fresno State
Pilar Garcia, Mee Her, Angelica Quintero, and Vanesa Sierra
Higher Education Administration and Leadership, California State University Fresno
HEAL 226: Assessment
Dr. Emily Langdon
November 22, 2022

REGISTRAR SERVICES
CAS Self-Assessment Guide
Part 1: MISSION
Suggested Evidence and Documentation for Part 1:
1. Current mission statement, brief description of how it was developed, and date of last
review
2. Additional goals, values, and statements of purpose
3. Description and copies (if applicable) of where mission statement is disseminated (e.g.,
included in operating and personnel policies, procedures and/or handbook, hanging in
office common space, on website, in strategic plan, and other promotional materials)
4. Institutional/divisional mission statements (e.g., map program mission to broader mission
statements)
5. Any additional professional standards aligned with program/service (e.g., standards
promoted by functional area organizations)
6. Institutional demographics, description of student population served, and information
about community setting
1.1 Program and Services Mission

● The mission of Registrar Services (RS) is to support student learning, development, and
success by managing the stewardship and integrity of student academic records;
establishing, managing, and enforcing student and educational policies and practices in
accordance with institutional standards and policies; and administering the
implementation and maintenance of student information systems.
● RS develops and defines its mission.
● The RS mission is consistent with the mission of the department, college, division,
institution, and applicable professional standards.
● The RS mission supports the academic mission of the institution.
● The RS mission is appropriate for the institution’s students, designated clients, and other
constituents.
● RS advances its mission.
DNA IE 0 1 2 Rating:
Does Not Insufficient Does Not Partly Meets Meets 2

Apply Evidence/ Meet
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Justification for 1.1 Rating:
The mission of Fresno State’s Registrar office strives to uphold the policies of the institution in
addition to facilitating the graduation process in collaboration with the campus community to
support a timely graduation for the students.
1.2 Mission Statement

● RS implements, disseminates, regularly reviews, and updates its mission statement.
● The mission statement references student learning, development, and success.

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The mission statement is
● The Office of the University Registrar is dedicated to providing quality services to
students, faculty, and staff. Our services include but are not limited to, registration
assistance, maintaining student academic records, and Veteran services. Our office is also
responsible for course articulation, coding transfer credit, and providing tools in support
of accurate advising and timely graduation. We strive to uphold the policies of the
institution and facilitate the graduation process through effective communication with the
campus community while preserving the academic integrity of the university and the
right of privacy for the student
Overview Questions:
1. How does the mission embrace student learning and development?
a. The mission statement for the Registrar's office does not provide learning for
students but it does allow students to move forward.
2. In what ways does the RS mission complement the mission of the institution?
a. It is almost impossible to find Fresno State’s mission statement. However, as a
division of the institution, the Office of Registrar's mission statement’s outcome
should align with the institution’s mission statement. The Office of Registration’s
mission statement mentions their responsibility to uphold institution policies and
providing tools to support advising for timely graduation.
3. To what extent is the mission used to guide practice?
a. The mission statement is used to communicate their purpose to the division/office.
Part 5. ACCESS, EQUITY, DIVERSITY, AND INCLUSION
1. Vision statements, goals, and objectives related to access, equity, diversity, and inclusion
2. Training plans and agendas for personnel and/or students
3. Lists of programs and curriculums related to access, equity, diversity, and inclusion
4. Policies, procedures, and/or handbooks (specifically statements against harassment or
discrimination)
5. Facilities accessibility audit
6. Assessment results such as participation rates, demographics, campus climate, and
student needs
5.1 Inclusive and Equitable Educational and Work Environments.

● Registrar Services (RS) creates and maintains educational and work environments that
are welcoming, accessible, inclusive, equitable, and free from bias or harassment.
● RS does not discriminate on the basis of race; color; national origin; sex; disability; age;
cultural identity; ethnicity; nationality; citizenship; family educational history; political
affiliation; religious affiliation; sexual orientation; gender identity and expression;
marital, family, social, economic, place of residence, or veteran status; or any other basis
included in codes, laws, and institutional policies.
● RS treats people courteously and with respect.
● RS applies policies and decisions consistently, fairly, and equitably to ensure no student
is disadvantaged by unfair application of policies

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The staff of the Registrar Office is required to complete Gender Equity and Title IX and Violence
training. The training is to ensure the safety and well-being of staff and students. It creates an
inclusive and equitable work environment. As staff we have information that is shared with the
department in the case we have a student expressing self-harm, then we are mandated to report it
through the CARE service provided by the Fresno State Student Health Center. We are to
provide our services and help to all of our student populations. If they need to make
accommodations to a service they do it as long as they continue following policies.
5.2 Organizational Aspects of Access, Equity, Diversity, and Inclusion
● RS provides equitable access to facilities and resources for all constituents.
● RS responds to the needs of all constituents when establishing hours of operation and
developing methods for delivering programs, services, and resources.
● RS identifies and addresses actions, policies, and structures within its operation that
perpetuate systems of privilege and oppression.
Does Not Insufficient Does Not Partly Meets Meets

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The services that the registrar's office provides to students are focused on registration, records
and graduation. They are there to serve all students from an analytic perspective but when
needed they advocate for students. However, other departments in the Division of Student
Affairs, such as the Cross Cultural Gender Center do focus on these needs. This information can
be referenced in the 2021-2022 annual report feedback (responses) and the Fresno State Division
of Student Affairs and Enrollment Management Strategic Plan.
5.3 Advocating for Access, Equity, Diversity, and Inclusion

● RS advocates for accessible facilities and resources and addresses issues that impede
access.
● RS establishes protocols in collaboration with appropriate units, for communication and
contingency planning to support students, staff, and faculty who need accommodations in
classrooms and labs.
● RS advocates for inclusion, multiculturalism, and social justice within the institution.
● RS enacts culturally responsive, inclusive, respectful, and equitable practices in the
provision of services.
● RS develops plans for ongoing professional development on cultural competence and
workplace inclusion.

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The Registrar's Office advocates for social justice through looking at policies and identify what
barriers are preventing students from registering for classes. Some of the barriers is
understanding why students are either withdrawing or not enrolling for classes. Students are
unable to register for class because of financial issues which prevents them from paying for
tuition. This creates a barrier for students by putting a dropping their registration for the next
cycle. In collaboration with the financial aid office, the Registrar’s office work together with the
financial obligation hold instead of dropping the student. Another example our office do to
increase equity is by following up with students who filed for graduation or candidacy however
dropped from the institution. The Registrar’s office pulled the financial aid’s office to be involve.
5.4 Implementing Access, Equity, Diversity, and Inclusion

● RS establishes goals for access, equity, diversity, and inclusion.
● RS addresses the characteristics and needs of diverse constituents when establishing and
implementing culturally relevant and inclusive programs, services, policies, procedures,
and practices.
● RS is sensitive to students who are historically underrepresented or have distinct needs at
the institution to ensure sufficient services and support are being provided.
● RS ensures that personnel are trained in diversity, equity, access, and inclusion and are
held accountable for applying the training to its work.
● RS has an established protocol for, and fosters expectations of, bias incident reporting.
● Personnel within RS cultivate understanding of identity, culture, self-expression, and
heritage.
● Personnel within RS promote respect for commonalities and differences among people
within their historical and cultural contexts.
● When educational and/or workplace accommodations are requested, RS provides
individuals with an interactive process to determine reasonable accommodations.

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As an office altogether we make sure that all of our departments provide and alter the services if
needed for students. For example, in the Student Services Center department we have instances
when students have expressed to us that they need to drop their courses for the semester because
they’re going through mental health issues and are in a mental health facility so they don’t have
access to any technological devices. In this case, we work with the student and their social
worker where we have them send us a letter of the student’s current situation and we
administratively drop the student from their classes. Another organizational example that our
office takes yearly is about “Gender, Equity and Title IX” which is a required training when you
start working as an employee and continue to do so over the years. Over the years we have also
updated a form that we have called the “Student Information Update” form that gives students
the opportunity to update their gender and they can choose their pronouns through their Fresno
State portal.
Overview Questions:
1. How does RS ensure constituents experience a welcoming, accessible, and inclusive
environment that is equitable and free from harassment?
a. The office ensures a safe place for staff, students and faculty.
2. How does RS identify barriers to and advocate for access, equity, diversity, and
inclusion?
a. For this section, we identified that the Registrar’s office has identified barriers, for
example, adding on the Student Information Update form an option for the
student to update their gender and choose their pronouns through their Fresno
State student portal.
3. How does RS address imbalances in participation among selected populations of
students?
a. The office does address imbalances in participation among selected populations of
students by accommodating students if a procedure of a form, for example,
doesn’t work for them.
4. How does RS address imbalances in staffing patterns among selected populations of
program personnel?
a. For this section, the director works with the Human Resources office at Fresno
State when hiring staff. The process works by creating a diverse committee with
staff from different offices/departments and that represent the diverse student
population at Fresno State as well.
5. How does RS ensure cultural competence of its personnel to foster inclusion in the
program?
a. We can go back to the training “Gender, Equity and Title IX” and updating the
Student Information Update form to give the students the option to change their
gender to what they identify best with.
Part 6. LEADERSHIP, MANAGEMENT, AND SUPERVISION
1. Periodic reports, contracts, and personnel memos
2. Annual reports by program leaders
3. Program leader resumes, including additional professional involvement
4. Strategic and operating plans
5. Needs assessment of program constituents
6.1 Leadership
● Registrar Services (RS) leaders model ethical behavior and demonstrate alignment with
institutional mission, goals, and ethical practices.
● RS leaders provide management and supervision as well as lead strategic planning and
program advancement.
● RS leaders create a vision for the functional area.
● RS leaders communicate goals.
● RS leaders model and expect commitment.
● RS leaders build teams, coalitions, and alliances.
● RS leaders influence others to contribute to the effectiveness and success of the unit.
● RS leaders advance diversity, equity, access, and inclusion goals in the workplace.
● RS leaders incorporate data and information in decision making.
● RS leaders develop a risk management plan for the organization.
● RS leaders incorporate sustainable practices in the design of programs, services, and
facilities.
● RS leaders develop and empower new leaders from within the organization.
● RS leaders collaborate with colleagues and departments across the institution.
● RS leaders adhere to organizational constraints.
● RS leaders provide leadership in institutional compliance with governmental regulations,
institutional policies, and other regulatory mandates that impact student records.
● RS leaders advocate for and actively promote the functional area’s mission and goals.
● RS leaders communicate with constituents about current issues affecting the profession.
● RS leaders identify and address individual, organizational, and environmental conditions
that foster or inhibit mission achievement.
● RS leaders facilitate discussion and decisions regarding program advancement.
● RS leaders advocate for representation in strategic planning processes at departmental,
divisional, and institutional levels.
● RS provides leadership on the implementation of o technical systems throughout the
institution that host student information and support student success
○ curriculum approved by the faculty
○ cooperative academic programs
○ articulation agreements
○ other programs involving academic credit
● RS leaders safeguard and enhance institutional integrity by acting as data stewards and
leading discussions on issues such as o protecting the records of contentious data requests
○ protecting the records of contentious data requests
○ records and information technology decisions
○ degree clearance
○ privacy laws and student data protection
○ raise the standards flag to institutional leadership when activities occur that do not
meet the standards and ethics of the institution

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The office also offers a variety of professional staff/faculty development opportunities through
Division of Student Affairs and Enrollment Management (DOSAEM) and University. The staff
and faculty recognize the value of their contributions to the division and the university mission.
6.2 Management
● RS managers are empowered to demonstrate effective management.
● RS managers plan, allocate, and monitor the use of fiscal, physical, human, intellectual,
and technological resources
● RS managers develop plans for scholarship, leadership, and service to the institution and
the profession.
● RS managers engage diverse perspectives from within and outside the unit to inform
decision making.

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The Registrar's office allows for growth in staff’s professional development. The registrar and
director of the Veteran’s supervisor have annual one-on-one meetings with the staff to ensure
what they need and how she can support them individually and as a team. This we can refer to
the leadership and supervision interview and essay with Laura Yager.
6.3 Supervision
● RS supervisors incorporate institutional policies and procedures in the development of
strategies for recruitment, selection, professional development, supervision, performance
planning, succession planning, evaluation, recognition, and reward of personnel.
● RS supervisors consult with institutional HR personnel to access and receive education
and training that influence successful performance of personnel.
● RS supervisors provide feedback on personnel performance.
● RS supervisors identify and resolve workplace conflict.
● RS supervisors follow institutional policies for addressing complaints.
● RS supervisors provide reports and activity updates to management.
● RS supervisors work with personnel to develop plans for scholarship, leadership, and
service to the profession and institution.
● RS supervisors provide supervision and support so that personnel may complete assigned
tasks.

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The supervisor provides a safe space for all staff to voice their concerns during their monthly
team check ins. During these meetings they are heard, provided with feedback and the supervisor
also acts on the concerns that the staff voice. This gives the staff the support they need in order to
work efficiently and effectively. This we can see by referring to the one-on-one meeting sheet
with a staff member that works in the office.
6.4 Strategic Planning
● Strategic planning processes facilitate continuous development, implementation,

assessment, and evaluation of program effectiveness and goal attainment congruent with
institutional mission and ongoing planning effort.
● Strategic planning processes support ongoing assessment activities that improve student
learning, development, and success.
● Strategic planning processes utilize philosophies, principles, and values that guide the
work of RS.
● Strategic planning processes promote environments that provide opportunities for student
learning, development, and success.
● Strategic planning processes develop, adapt, and improve programs and services in
response to the needs of changing environments, populations served, and evolving
institutional priorities.
● Strategic planning processes engage many diverse constituents and perspectives from
within and outside the unit to inform the development and implementation of the
planning process.
● Strategic planning processes result in a vision and mission that drive short- and long-term
planning.
● Strategic planning processes set goals and objectives based on the needs of the population
served, intended student learning and development outcomes, and program outcomes.
● RS leaders collaborate with faculty and administrators to create strategies that support
student success.

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The Fresno State Registrar’s Office ensures to provide all services needed for students
specifically with registration, academic records and graduation. This we can see through the
annual reports that are done every year within the registrar’s office and the overall Division of
Student Affairs and Enrollment Management report.
Overview Questions:
1. To what extent are RS leader(s) viewed as and held responsible for advancing the
departmental mission?
a. All leaders within the registrar’s office are responsible for advancing the
departmental mission to be able to provide the services needed for students. If at
any time service needs to change, be removed, or be added as leaders, they are
responsible for making those changes in the benefit for the students.
2. What opportunities and barriers are present for RS leader(s) as they seek to fulfill the
functional area mission?
a. Barriers: When the office wanted to implement a new way to provide the
drop/withdrawal process, we thought to remove faculty from needing to approve
or deny. But it was necessary to meet with the faculty association, and they said to
not remove them. So, when we add new services, sometimes it is not only our
office’s choice but any other offices we collaborate with.
b. Opportunities: As leaders, they have the opportunity to enhance many of the
current services/programs that we have based on the new technology we have
now that wasn’t available years back.
3. How do RS leaders advance the organization?
a. RS leaders advance the organization by encouraging their team to participate in
some professional development sessions.
4. How do RS leaders encourage collaboration across the institution?
a. The registrar's office collaborates with financial aid and the admissions
department. Anytime there is a change within these offices they notify each other
because it essentially affects them all.
5. How are RS leaders accountable for their performance?
a. They have one-on-one meetings to ensure accountability for their performance as
leaders. This is important because we have the registrar, associate registrar and
assistant registrar for each of the departments.
6. How have RS leaders empowered personnel and engaged stakeholders?
a. The supervisors believe in the capability of their staff and trust that they will work
towards their department and the university's mission. The registar department
does not engage stakeholders.
Part 8. COLLABORATION AND COMMUNICATION

1. Promotional material (brochures/sources of information about the program, catalogs,
brochures, staff and student handbooks)
2. Media procedures and guidelines
3. List and description of relationships with internal and external partners
4. Minutes from meetings/interactions with key constituents
8.1 Collaboration
● Registrar Services (RS) personnel collaborate and consult with institutional leaders,
faculty, individuals, and departments essential to the success of the program.
● RS collaborates with individuals, groups, communities, and organizations.
● RS collaborates to garner support and resources.
● RS collaborates to meet the needs of students, designated clients, and other constituents.
● RS collaborates to achieve program and student outcomes.
● RS collaborates to engage diverse populations to enrich the educational environment.
● RS collaborates to disseminate information about programs and services.
● RS collaborates to solve problems pertinent to the student population, designated clients,
or the organization.
○ RS refers students, designated clients, and other constituents to appropriate
resources when assistance is needed beyond the functional area’s scope.

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The registrar's office collaborates with financial aid and the admissions department. There is
continuous communication and collaboration within these departments to help support students.
Anytime there is a change within these offices they notify each other because it essentially
affects them all. This evidence can be referenced under the monthly team meeting document.
8.2 Communication
● RS provides relevant information, services, and resources that explain its mission and
goals.
● RS develops and implements strategies for outreach and promotion.
● RS promotional and descriptive information is accurate and free of deception and
misrepresentation.

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The Registrar's Office does an excellent job of communicating with their students. Registrar’s
Services sends mass email consistently throughout the academic year to ensure students are
aware of the important deadlines for class registrations. Additionally, the website offers student
services tools, such as the Degree Progress Report, to provide an overview of the degree
requirement students need to complete to graduate based on their catalog year. The office may
do better at connecting with students through social media since right now that’s a very popular
form of communication.
8.3 Procedures and Guidelines

● RS has and follows procedures and guidelines consistent with institutional policy for
communicating with the media.
distributing information through print, broadcast, and online sources
● RS has and follows procedures and guidelines consistent with institutional policy for the
use of social media.
contracting with external organizations for delivery of programs and services.
developing relationships with donors.
dissemination of relevant information in a timely manner to all constituents.

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The Registrar's Office must follow the policies and guidelines, specifically with FERPA because
they work with student records in all the departments. With FERPA, they ensure the privacy of
the students. The office is required to stay up to date with policies and how that may affect
students and the services that are being provided to the student community and faculty. This is
something we may refer to in the department annual report and mission statement where it shows
that the office works a lot with student’s records.
Overview Questions:
1. With which relevant individuals, campus offices, and external agencies must RS maintain
effective relationships? Why are these relationships important, and how are they mutually
beneficial?
a. The Financial Aid and Scholarships, Admissions and Recruitment, Scheduling,
Faculty Association, Continuing and Global Education are important offices to
maintain relationships with because we all work with students in some form or
another whether that’s to help them get into the university or throughout their time
as a student with, for example, registration questions/problems.
2. How does RS maintain effective relationships with program constituents?
a. They share continuous communication with student centered offices. This needs
to be maintained in order to maintain success within the department.
3. How does RS assess the effectiveness of its relations with individuals, campus offices,
and external agencies?
a. One of the ways the registrar’s office communicates with the students is through
chat. Once the student is done communicating with the office, there’s a survey at
the end to assess how helpful they were.
Fresno State Registrar’s Office Mission Statement
● Mission Statement
○ The Office of the University Registrar is dedicated to providing quality services to
students, faculty, and staff. Our services include, but are not limited to,
registration assistance, maintaining student academic records, and Veteran
services. Our office is also responsible for course articulation, coding transfer
credit, and providing tools in support of accurate advising and timely graduation.
We strive to uphold the policies of the institution and facilitate the graduation
process through effective communication with the campus community while
preserving the academic integrity of the university and the right of privacy for the
student.
Commendations - Good Practices
Misson
The Office of the Registrar includes registration services for current students, student
records, undergraduate Degree Evaluations, Veterans Services Office, as well as Transfer Credit
& Articulation. Our friendly staff is available virtually during regular business hours to assist
you with any questions or concerns you may have.
Access, Equity, Diversity, and Inclusion
The Office of Registrar looks at policy to address barriers that prevent students from
enrolling in classes. They collaborate with the Dean of Students and Financial Aid’s Office to
change policy to reflect the needs of the students. AB 1460 is a policy the Office of Register
implements in ethnic studies. Students of color and white students benefit academically and
socially from taking ethnic studies courses. Ethnic study courses are essential in building an
inclusive multicultural environment.
Leadership, Management, and Supervision
The program director facilitates monthly staff meetings where the team has the
opportunity to update each other on each department's accomplishments. This is the opportunity
to ask questions as well. The director and associate director have individual staff meetings where
staff can express how they’re doing with daily work tasks. If something is not working with the
staff, or if the staff is doing well, they may also talk about that. The director and associate’s
director also encourage growth in professional development
Collaboration and Communication
The Office of the Registrar has accommodated students' needs while going through a
transition period due to the pandemic. They added a live chat service on the organization's
website during regular business hours. This allows students to receive assistance instantly. The
Registrars' office now has a direct email that did not exist before the pandemic. Both of these
contact points have been a great asset to accommodate students and have shown continuous
improvement. The Office of the Registrar receives award-winning recognition for its excellent
customer service to students, staff, and faculty.
Areas for Improvement and Recommended Action
Collaboration and Communication
Areas for Improvement:
There is a lack of social media interaction and communication with students. The office sends
out emails to students, for example, about upcoming deadlines. However, they still get students
calling about having no prior knowledge about the deadlines or what the deadlines are. With a
new generation of students now, they use social media a lot as an outlet to get information. For
that reason, having the office be active through Facebook, Instagram and even Twitter will be a
good way to stay in contact with students and grasp their attention to deadlines.
Recommendations for Functional Area Action
Create an assessment plan where the office designates a person or small team within the
office to work on creating social media posts with information about upcoming deadlines, and
create interactive activities with students, so they gain knowledge about the office.
Appendix Table of Contents
Appendix A: Office of the Univeristy Registrar Mission Statement
Appendix B: Fresno State Student Affairs and Enrollment Management
Appendix C: Office of the Univeristy Registrar Organizational Chart
Appendix D: 2021-2022 Annual Report Collect: DOSAEM Report
Appendix E: 2021-2022 Annual Report Feedback (Responses)
Appendix F: Staff Training
Appendix G: Leadership & Supervision Interview Protocol
Appendix H: Leadership & Supervision Interview Paper (Laura Yager)
Appendix I: Office of the Univeristy Registrar April 22 Team Meeting Agenda
Appendix : Office of the Univeristy Registrar Medals

PRIORITY TWO
Invest in a dynamic environment to attract, develop, and retain talented and diverse faculty and staff
GOAL #1 GOAL #2
Provide opportunities for growth to maximize Work with Fresno State graduate programs to
skills for career development attract interns and graduate assistants to the
Objective 1: Offer a variety of professional staff/faculty Division of Student Affairs and Enrollment
development opportunities through Division of Management
Student Affairs and Enrollment Management
(DOSAEM) and University Objective 1: Establish a pipeline with graduate programs
Objective 2: Encourage participation in professional by developing opportunities for hands on
staff/faculty development opportunities experience
GOAL #3 GOAL #4
Strengthen cultural competency among Recruit and retain diverse staff and faculty
DOSAEM staff and faculty Objective 1: Actively advertise and recruit in diverse
Objective 1: Increase participation in cultural awareness professional publications and organizations
activities and provide opportunities and training Objective 2: Support staff and faculty by recognizing the
value of their contributions to the division and the
university mission
PRIORITY THREE
Align our physical and technological infrastructure to support a sustainable and welcoming
campus environment
GOAL #1 GOAL #2
Evaluate and enhance current and future Identify and develop the technology
facilities to better serve our students infrastructure to increase productivity and
Objective 1: Pass referendum to build a new student efficiency
union and faculty center Objective 1: Leverage technology to automate and
Objective 2: Update/remodel student service spaces to streamline processes
make them safer and more welcoming to students
Objective 3: Fund and build new Career Development
Center
PRIORITY FOUR
Grow and develop collaborative and engaged community partnerships to increase support for
students and the University
GOAL #1
Develop and enhance collaborative campus and community partnerships to further student access,
college readiness, student involvement and engagement
Objective 1: Collaborate with campus and community partners to assist the division in providing services and programming to
students
Objective 2: Develop a community partner communication plan
Objective 3: Increase major donor base to support Bold New Union and Center for Leadership as large part of University
Comprehensive Campaign
Objective 4: Collaborate with University Advancement marketing department to develop overall “Student Life Brand” in
support of comprehensive approach to wellness encompassing initiatives from the Health and Counseling Center, the
Rec Center and Student Involvement in the area of intramural sports
Objective 5: Increase development team to increase capacity for resource development along with ensuring sufficient
administrative support
Objective 6: Build support and partnerships around Central Valley Promise to increase giving for scholarships
Objective 7: Build relationships and support for the identified fundraising priorities
Updated 11/21/16
2021-2022 Annual Report Collect: DOSAEM Report
• Department Mission Statement
o The Office of the University Registrar is dedicated to providing quality services to
students, faculty, and staff. Our services include, but are not limited to,
registration assistance, maintaining student academic records, and Veteran
services. Our office is also responsible for course articulation, coding transfer
credit, and providing tools in support of accurate advising and timely graduation.
We strive to uphold the policies of the institution and facilitate the graduation
process through effective communication with the campus community while
preserving the academic integrity of the university and the right of privacy for the
student.
• Major Milestones and Accomplishments (Example: Number of students served,
number of students graduated, number of students retained... etc.) *
o The Registrar office assisted students and staff with 1,016 live chats and 11,388
phone calls.
o VRC certified 931 students for VA Education Benefits and 911 CalVet Fee
Waivers were processed for dependent students.
o The student degree audit was updated with 67 Major and Minor changes. 44
course conversions were completed in order for the degree audit to be updated.
o Update to all roadmaps in My Degree Plan for all 135 active majors.
o The Degree Audit team processed/cleared 5298 UNKNOWN transfer credit
courses out of 615 students.
o 408 ARRC Requests created for Articulation. An additional 3,506 were processed
in UDE for department major requirements.
o 10 TMC Reviews were completed in collaboration with several areas among our
team.
o New Articulation Agreements were created with 9 community colleges.
o Over 10,000 transcripts orders were placed this year and 8,425 of those were
delivered electronically.
o Working in collaboration with Technology Services to transition one of our most
elaborate forms, the Drop/Withdrawal form to the PeopleSoft AWE Workflow for
the Summer 2022 term.
o Undergraduate Degree Evaluations (UDE) implementation of Certificates of
Special Study and the Degree Awarding Batch Process.
o 5,411 Undergraduate Degree Applications were processed.
o 162 Academic Petitions were processed by the UDE team.
o 3,755 student records were reviewed for CR/NC exceptions that were granted
during the pandemic. 2,796 Supplemental Transcripts for Continuing Students
were entered by the UDE Team.
o The UDE team provided assistance to the Imaging Center for a Data Entry Project
that brought the staff up to date with transcripts received. 1,053 Athletic
Certifications were completed.
• Major Highlight/Feature Story (Example: A student impact story)
o A former student contacted the UDE office to check on their degree status. The
student learned that they never completed all degree requirements. Rather, at the
time of graduation they were short 3 units. With the advising provided by the
Degree Specialist and the change in the current degree requirements, the student
was able to graduate spring 2022 without needing to complete any additional
coursework.
o Rebekah Moses (US Navy Veteran) was the Undergraduate Deans' Medalist;
from rural Firebaugh, to serving her country across the seas then to Fresno State:
https://abc30.com/fresno-state-deans-medalist-
veteran/11821659/?fbclid=IwAR3PwTZf-
qSqds3L7V_yfYIf2qdKitunmUS0s8FkuCW3etzqiXuQd6Glp_A (picture attached
too)
• Major Challenges (*Confidential-This is for the Division and will not be included in
the Annual Report
o The greatest challenge of the year was transitioning from telecommuting to
returning to work on campus. Most feel more productive when working from
home. They also feel more telecommuting days should be allowed. It was said
that the current practice of telecommuting due to Covid reasons is cumbersome as
it presents administrative barriers that cause undue stress when requesting to work
from home. The idea of allowing more reasons for telecommuting (e.g., family &
personal care due to health issues other than Covid, etc.) was shared. Especially
since our office has a means of offering our services electronically. We have
noticed a decline in student/guest office traffic which is a significant sign that
many have acclimated to how services were rendered during our time away from
the office.
o The investigation involved accusations of inappropriate behavior and unhealthy
work environment created by Fresno State vice President of Student Affairs and
Enrollment Management. This situation affected those directly involved and at a
different level also those who were brave to share their sentiment in meetings and
those who did not share. I don’t believe this represented a major work challenge
in our area, but it was something that happened during this annual report period, it
was disappointing and something that affected staff morale.
o Before the addition of the temporary Transfer Credit position, the team had a hard
time keeping up with all the transfer credit processing with only two people in
degree audit. We are always wanting to grow and are willing to adapt to all
changes including being shorthanded, however, the workload is still significantly
large for our team. Another permanent team member would be ideal for us to
overcome this challenge.
2021-2022 Annual Report
Feedback (Responses)
Timestamp Email Area Name Major Milestones and Major Highlight/ Feature Major Challenges Other
Address Accomplishments Story (Example: A
student impact story)
University Our office answered A student was transferred Nothing I can think
Registrar 1,016 livechats, answered multiple times to of
861 calls via our ACD different areas. When
system and 1,367 calls to student reached our
our office number, 278- office, he was frustrated.
2191. We served and After listening to him, he
prepared 78 Investigator needed to speak to FA
requests and prepared 749 who originally
record adjustment transferred to our office.
petitions. I felt bad that I needed to
transfer back to him, but
when I explained I had
someone on the line to
speak to him, he was
very grateful. Later that
week, he called me back
and thanked me for
helping him get to the
correct department and
that his money was
awarded and able to
return to school. It's a
good feeling when
student call back to thank
you! Makes my job more
meaningful!
Veterans all 2021 - we had 9 veteran Our own Rebekah Pre-Majors as the Transfer
Resource students graduate from our Moses (US Navy) was VA does not students for
Center Nursing Program. the Undergraduate recognize them and the fall
Deans' Medalist; from so many semesters still
For the timeframe we rural Firebaugh, to departments have do not have
certified 931 students for serving her country gone to this enough
VA Education Benefits. across the seas then to category. classes so we
Fresno State: Department work around
communication is by adding a
Processed 911 CalVet Fee lacking or we just minor or
Waivers are not notified certificate.
timely. Students
VA33 (wires) - enrolled during
$709,129.79 COVID not seeing
Voc Rehab (sponsor our office as the
payments) - $291,203.89 point of contact for
TuitionAssistance: issues that arise.
$28,620.98
Trying to reconcile
First on campus VetNet student accounts
Ally since COVID closure with Accounting &
- people are asking when's CGE Accounting --
the next one! adding in Financial
Aid to alleviate
overpayments.
Still working
w/Accounting
regarding Froy's
access to be able to
serve our students.
Working around
campus restrictions
to allow for hosting
on campus veteran
events - far too
many
restrictions/policies.
Undergraduate Milestones - Degree Specialists: The greatest
Degree challenge of the
Evaluations Implementation of Graduation Application year was
Certificates of Special Evaluations - transitioning from
Study Throughout the academic telecommuting to
Degree Awarding Batch year, Degree Specialists returning to work
Process will encounter numerous on campus. Most
Implementation of the complex student records feel more
AB1460 Policy (AB1460 as they evaluate productive when
Modification Process, GE transcripts from other working from
Area F Exemptions, institutions, reconcile a home. They also
Campus & Community record in PeopleSoft or feel more
Outreach, etc.) process an undergraduate telecommuting days
Providing Efficient Online degree application to should be allowed.
Services (e.g. graduation name a few of their It was said that the
application process, special responsibilities. In most current practice of
service requests, Live Help cases, they will meet a telecommuting due
Now, graduation student in their final to Covid reasons is
withdrawals, forms, etc.) semester, which can be cumbersome as it
Transition to the Return to both an exciting and presents
Work On-Campus Amid challenging experience. administrative
Covid Pandemic One of the challenges for barriers that cause
the Degree Specialist and undue stress when
Accomplishments - the student, is dealing requesting to work
and working through from home. The
Degree Specialists: graduation deficiencies. idea of allowing
The Degree Specialists more reasons for
Degree Applications take time and care in telecommuting
Processed: 5,411 helping resolve the (e.g., family &
Department graduation deficiency. personal care due to
Memorandums (ARRC's The task of facilitating health issues other
& Hard Copy): 3506 the resolution of a than Covid, etc.)
deficiency takes many was discussed.
ARRC’s: 3,477 Paper shapes and forms. The Especially since our
Memos: 29 process can involve office has a means
collaborating with other of offering our
Academic Petitions: 162 campus departments, services
CR/NC Exceptions advising center staff, electronically. They
Project: 3,755 faculty, and colleagues expressed that a
Supplemental from other institutions. decline in
Transcripts for No matter the complexity student/guest office
Continuing Students: of the situation, the traffic is a
2,796 GPA Difference Degree Specialists are significant sign that
Reports/Evaluation of keen on helping resolve many have
Records: 109 the deficiency to prevent acclimated to how
AB1460 GE Area F any delays to degree services were
Exemption Reviews - rendered during our
Transfers (Admit Type 4): completion. Here are a time away from the
513 few examples: office.
Returning (Admit Type 2
& 3): 419 *A degree applicant for Degree Specialists:
FTF with Dual Enrollment spring 2022 found out
(Admit Type 5): 181 they were short 1 unit *The Degree
SB 1440 Reviews: 217 toward the 120 unit Specialists
Returning Student graduation requirement. indicated
Evaluations: 874 The Degree Specialist experiencing a
Office Contacts: 876 advised the student about recognizable
the deficiency and change in the
*Projects Completed to assisted them in securing number of delays
Assist Other Areas: a 1 unit course to remain they encounter
on track for spring 2022 when processing
Imaging Center/Data graduation. records due to the
Entry Project following reasons:
*A former student
Help Admissions with contacted the office to DPR coding
AB1460 GE Area F check on their degree updates (e.g. prefix
Exemption Review status. The student changes, CR
Processing Change of learned that they never grading basis
Major/Minor Forms completed all degree issues, etc.)
Admission Mass Major requirements. Rather, Annual transition of
Change: Review/Update of at the time of the online General
New Major Plan Codes for graduation they were Catalog to the new
fall 2021 short 3 units for academic year
Athletic Certification graduation. With the
Coordinator: academic advising External exam
provided by the Degree credit issue
Athletic Certifications: Specialist and the
1053 change in the current *The
degree requirements, implementation of
*Projects Completed to the student was able to the AB1460 GE
Assist Other Areas: graduate spring 2022 Area F Ethnic
ASSIST Project:13 without needing to Studies policy. The
Community Colleges complete any additional Degree Specialists
updated for the GE/Assist coursework. adapting to the new
Project Athletic policies related to
Certification Procedure Implementation of GE Area F
Manual was completed AB1460: GE Area F exemptions.
Ethnic Studies Policy -
*The UDE Team met all Athletic
project deadlines. In The implementation of Certification
addition, the Team the AB1460 policy Coordinator:
completed projects for related to the new
other units within the general education (GE) *Turnover in
Registrar’s Office. In some Area F Ethnic Studies Athletics
instances their assistance requirement impacted Department staff
helped other areas meet our office in various and initiation of a
critical deadlines, as well. ways. Most significantly new Faculty
by the Chancellor’s Athletic
Office Implementation Representative
Guidance for CSU (FAR).
General Education Policy
and Transfer * Late Student
memorandum, which Athlete Admits:
provided directives on Cause delays in
exempting students from certification
the GE Area F Ethnic process, which
Studies requirement. As includes but is not
a result of the limited to, signing
memorandum, campus off sport roster(s)
policy related to GE Area and updating CAi
F exemptions was (NCAA database).
developed and a new
PeopleSoft process *Student Athlete
(AB1460 Modification Out-of-State
Process) was introduced Transfers:
to assist in identifying Population is
exempt students. Our particularly harder
office played an integral to manage due to
role in both the the likelihood of
implementation of the eligibility issues,
campus policy and processing delays,
managing the AB1460 and unknown
Modification Process. As coursework in the
for our role in the
implementation of the Degree Progress
policy, we assisted in Report (DPR).
communicating the
policy to the campus
community, evaluated
student records to
determine GE Area F
exemptions and currently
serve as the experts when
it comes to fielding
questions from campus
members and the
community. In relation to
the AB1460
Modification Process,
our office manages the
process and runs it on a
weekly basis. The
process can assist in
identifying specific
student populations that
are exempt from GE
Area F. However, many
of the student
populations must be
reviewed manually,
which is also completed
by our office.
It would be remiss of me
not to mention these
aspects of the
implementation of the
AB1460 GE Area F
Ethnic Studies policy, its
impact on our office and
how we have stepped up
to the challenge. I
commend the Degree
Specialists for the work
they have done!
Athletic Certification
Coordinator:
The Athletic
Certification
Coordinator, Rita Lanas,
works closely with the
Athletics Department and
Faculty Athletic
Representative (FAR) to
ensure Fresno State
Student Athletes are
NCAA compliant and
eligible for participation
in their respective sport.
Rita works especially
close with the FAR as
their support and final
sign-off is critical to the
athletic certification
process. Until recently,
Rita had worked with the
same FAR since
assuming the role of
Athletic Certification
Coordinator. In 2021, a
different faculty member
began their tenure as the
FAR. Rita played a key
role in orienting the new
FAR in all aspects of the
athletic certification
process. She met with
FAR on a regular basis
and has developed a
great rapport with them.
The effort Rita put into
meeting with the FAR
regularly and sharing her
expertise is worth
acknowledging and
applauding.
Degree Audit Catalog updates for 2021- Before the addition
and Transfer 22. of Mai Lee we had
Credit a hard time keeping
There were 67 Major and up with all job
Minor updates. duties with only
44 course conversions two people in
including conversion of degree audit. We
topic courses. are always wanting
All AREA F to grow and are
implementation including willing to adapt to
GE encoding. all changes
Update of all roadmaps including being
in My Degree Plan for all short handed,
135 active majors. however, the
Clearing of all student workload was
UNKNOWNS for dog becoming too large
days and registration. for our team.
1109 total ID’s with Another team
UNKNOWNS recorded member would be
5298 UNKNOWNS out of ideal for us to
615 IDs overcome this
Completed 475 ARRC challenge.
request for articulation
Google form requests Returning to
Beginning with new form campus with
on February 18th information
184 UNKNOWN requests changing rapidly,
submitted and completed knowing what
actions to take was
challenging.
Articulation ARRC Requests Created: My major highlight is think the timeframe I really enjoy
408 (43 of those requests publishing the 21-22 of summer and working here.
denied, others have been catalog on ASSIST. It what the AO has to I know I am
approved or TBA). was something I was complete in that more of the
Articulation Agreements very nervous about at time is a lot to keep shy/quiet
we have: 83 first because I was still track of. There are: type, but
getting familiar with how Age Reviews everyone in
TMC Reviews: 10 (based the website worked and (which includes C- the office has
on requests from either worried I would post ID review), CCC’s always been
department or something incorrectly. summaries of nice and
community colleges) with But now, I find myself curricular changes helpful with
Jenny, Sam and Estella. very comfortable with (we have to make any questions
ASSIST and getting sure there are no I have. It's
New Articulation close to being able to decrease in units or also fun
Agreements with 9 start publishing the 22-23 class terminations, getting to
community colleges: catalog year. The 23-24 Catalog/Major collaborate
Berkeley City College, academic year on updates for with others in
College of Alameda, East ASSIST is going to go ASSIST, we have the office to
Los Angeles College, L.A. through the to update TES with help students
Mission College, L.A. modernization process so FONL, TMC get the
Southwest College, L.A. it's going to look and updates due to our answers and
Trade-Tech College, navigate very differently, major updates. information
Merritt College, Mt. San and will also be different they need.
Jacinto College, and West for how we input However, having
Los Angeles College information. the student
assistants being
Attended Virtual Another highlight for me able to help has
Conferences with CIAC is learning the TMC been greatly
and monthly CSU Review process; it can be appreciated. I’m
Articulation Officer very complex and hoping to have their
Meetings and ASSIST with contain a lot of what-if's assistance again
CSU + UC meetings. with those high unit next summer (and
majors our university hopefully a little
I learned the basics of contains. I'm determined earlier). Due to this
encoding in self-service to get better with it over being the first year
and was able to assist the next 1 - 2 semesters. on my own, I did
degree audit with encoding not anticipate how
rules with u.achieve. I was much time this
would take with the
also taught how to navigate Age and C-ID
in the u.achieve client. reviews.
I published 77 schools in It would be nice to

ASSIST - 6 were not possibly have a
posted due to not receiving student assistant be
their Summaries of with me for 2 half
Curricular Changes for the days (8 hours)
21-22 academic year. throughout the
week so I can
I have assisted in ARRC dedicate more time
Testing for 3 maintenance to TMC reviews for
packs/upgrades with those deadlines.
Estella and Mai
I have scheduled and

presented ARRC Trainings
for Faculty and Staff for
those who wish to learn
more about how this tools
work and the pros of
articulation.
Credit for Prior Learning is

another accomplishment
that is going to benefit a lot
of future students. It's great
seeing it all come together
and be a part of this
project.
Academic - Transititioned to a new The move to Parchment Tracy’s retirement
Records transcript vendor has been the highlight of has been the biggest
(Parchment) in September the year I think. Mainly challenge we've
of 2021. because it allows us to faced all year.
process electronic However, the time
- 10000 transcripts orders transcript requests for spent with Ger to
placed this calendar year records not stored in PS familiarize her with
(Can't go back to the 4th (not allowable under our our work so she can
quarter 21' nubmers). previous vendor). These spend some time
8,425 delivered records would have processing our
electronically. Not all normally only been work has been
orders required staff available to students by great. She has been
intervention, but many mail (from our office). a big help. It will be
did. An electronic option nice to get a
- The return of our student reduces our cost to dedicated staff
assistant and the addition process the request member for our
of another has greatly (postage) while ensuring area however to
reduced processing time the record gets delivered work with us long
for transcripts, verification correctly and efficiently term.
requests and Clearinghouse to the recipient.
requests.
- Continually modifying
our forms and processes to
improve the student and
staff experience. IE:
Modified the Student
Center verification form to
match the office produced
form.
Registrar's A major milestone Did not record a student As the Covid-19 I really enjoy
Office - /accomplishment for The story. pandemic began working here.
Student Registrar’s Office was and continues to I know I am
Services working in collaboration date, Fresno State more of the
Center with Technology Services transition from In- shy/quiet
to transition one our most person classes to type, but
elaborate forms, the online instruction everyone in
Drop/Withdrawal form. during for the the office has
The PeopleSoft AWE- Spring 2020, Fall always been
Approval Workflow 2020, Spring 2021. nice and
Engine new process went helpful with
live In late May 2022 for • Fall 2021 – any questions
the Summer 2022 term. The transition to I have. It's
work in-person had also fun
• Good customer service many challenges, getting to
provided as we transitioned managers and staff collaborate
with others in
from remote-only to In- did the best the office to
person. possible to help students
transition safely get the
An accomplishment this back to in-person answers and
past year (Fall 2021-Spring work and provide information
2022) has been continuing the continued they need.
to provide uninterrupted services and
students services as we support to the
adjusted and transitioned students.
from offering remote-only A university task
customer service to our force was put in
current in-person place to develop a
availability as well as plan with goal of
continuing to assist delivering the
students through phone, majority of classes
chat and email options. in- person in
accordance with
Student/Customer Service guidelines from the
offered: CSU and state and
• In-Person Joyal Building local public health
- North Lobby Windows agencies.
• By Phone/ Registrar’s Registrar’s
office Main line 559-278- Office/Campus re-
4743 . • By Email population plan
fsregistrar@csufresno.edu began the week of
• By Live Chat on Website July 12, 2021 with
staff returning to in-
• Provide Customer person work for 3
Service – ACD- Automatic days a week for
Call Distributor main line approximately one
559-278- 4743 month (lobby
The ACD Phone Reports closed). The staff
show the RO-Student began working in-
Services Center team Person full-time
helped students via the and with Lobby
ACD main Registrar’s open to the public
office by taking 9,971 on Monday, August
9, 2021 (before the
start of the Fall
incoming calls from June 2021 term). Staff
2021 to May 2022. adhere to health and
safety protocols for
- SK34- Registration (High in-person work,
Volume) including the use of
- SK35- Records (Medium facemask at all
Volume) times.
- SK 36 – UGRD Degree
Evaluation (low Volume) - • Work Area
SK 41 – Faculty and Staff ventilation/Air
(low Volume) Flow –
The Joyal Building
Examples of items North Lobby
performed by the RO- service windows
Service Windows Team: airflow issue was a
Providing Information to significant concern.
students / Processing Lobby opened to
Forms (received by fax, e- the public on
mailed or Email-DocuSign, Monday, August 9,
Adobe Sign). 2021. After delays
for a variety of
• FORM – Change of reasons the
Major Form. Environmental
• FORM – Health, Safety and
Drop/Withdrawal Form Risk Management
• FORM – Excess Unit department (EHS),
• FORM – Third Attempt was able to install
(Repeat Course third the North Lobby
Attempt Approval form) • Louvers in Friday,
FORM – Time Conflict February 11, 2022.
• FORM – Record • Student Concerns

Adjustment (Late add after -
Census) / This item moved Increased calls
to Records team Spring from students
2022. seeking guidance
• FORM – Enrollment related to
Petition (Approved SFWV vaccination
Code) requirements,
• FORM – Intra-System Covid Vaccination
(Visitor & Concurrent) Self- Certification,
processing request that fall semester attendance
outside the CSU Fully- or non-attendance
Online program. questions related to
covid concerns,
Other items and special class mode
projects/department questions (in-
request: person, online,
• Department Request hyflex mode, etc)
(From RO-UGRD Eval etc.
/Degree Denials)
►Request to Term activate • Spring 2022 -
and Assign Reg Appt The pandemic
• Department Request continued to be
(Admissions) – Request for present and a
Session Withdrawal and T- concern. The
Calc record. development of a
• Department Request – vaccine was a great
Mass Major Changes step in protecting
• Department Request – people and
Enrollment Correction reducing to some
(class rosters or individual extent the high
students) anxiety. However,
• Department Request – Spring 2022
Academic Petition semester began
Committee (forms virtually due to
approved by committee / concerns of the
28 repeat limit or 4th more infectious
attempt) Omicron variant.
• Department Request - The university
Research on more complex strategy of
registration issues. providing continued
• Department Request – and convenient
Reinstatements (when resources to
students are cancelled in students and staff
error) • CSU Fully-Online such as on campus
– Assist with questions and vaccination clinics,
guidance. continued
• Summer Arts – Assist enforcement of
with basic questions. face-covering
mandate, weekly
testing (for vaccine-
exempted
individuals) and
rapid testing
allowed the
university to move
forward with in-
person classes,
initially scheduled
for Monday Jan 31,
2022 but postponed
to Monday
February 7, 2022.
Fresno State lifted
the indoor face
mask requirement
effective Monday,
March 14, 2022,
but it’s continued
use was
encouraged. As
some of the
pandemic safety
guidelines change
or become more
relaxed, the
Registrar’s staff
continue to use
precaution as best
possible. The first
Registrar’s Lead in-
person meeting was
June 7, 2022 and
the first all staff in-
person meeting was
for Spring staff
retreat on Friday,
June 10, 2022.
For the most part,
we continue meet
virtually through
zoom.
• University
transition from
DocuSign to Adobe
Acrobat Sign –
This software
transition during
the Spring 2022
semester affected
our area and the
multiple forms used
by the Registrar’s
Office. Particularly
the
Drop/Withdrawal
Form.
Drop/Withdrawal
Form -
After the semester
online drop period,
students must use a
Drop/Withdrawal
form, have a
serious and have
supporting
documentation. The
processing of this
form is one of the
most involved and
requires specific
routing logic
depending on the
type of request
(individual vs
complete), timing
of the request, and
justification, and
UGRD Withdrawal
limit balance. This
Drop/Withdrawal
process transition
from paper form, to
DocuSign, then to
Adobe Sign, and
finally to AWE-
Approval
Workflow Engine
(PeopleSoft
workflow) was very
challenging for
students, faculty
and staff involved
in these transitions
and staff processing
the form.
The
Drop/Withdrawal
form and the
multiple transitions
was very
challenging and at
the same time
rewarding to see
this project
completed. The
new AWE was live
for Summer 2022
for stateside drop
request. The first
regular semester of
this process will be
this coming up Fall
2022 semester. We
hope the process as
well and
implemented
changes such as
reducing non-policy
to
acknowledgements
instead of required
signatures, have
been a good
example of
evaluating,
identifying
opportunities for
improvement,
implementing
changes and
hopefully having a
more lean process
that will benefit
everyone involved.
• Title IX formal
complaint and
investigation – The
investigation
involving
accusation of
inappropriate
behavior and
unhealthy work
environment
created by Fresno
State vice President
of Student Affairs
and Enrollment
Management, Dr.
Lamas were
unacceptable. A
bad situation was
compounded by the
lack of
transparency and
handling of the
initial complaints
which ultimately
resulted in the
resignation of the
CSU Chancellor
Joseph I Castro on
Feb 17, 2022. This
situation affected
those directly
involved and at a
different level also
those who were
brave to share their
sentiment in
meetings and those
who did not share. I
don’t believe this
represented a major
work challenge in
our area, but it was
something that
happened during
this annual report
period, it was
disappointing and
something that
affected staff
morale.
Staff Training
Leadership & Supervision Interview Protocol
· Person Being Interviewed:

o Laura Yager
o Registrar at the Fresno State Office of the University Registrar’s Office
· 10 Questions
o (1) How did you land your current role as the registrar at Fresno State?
§ Use this time to ask about her higher education journey such as her
educational career and job experiences.
§ I began my career in higher education in an on-campus housing office. I
enjoyed the college environment and decided to go back to school to get a
master’s degree in the HEAL program. During my time as a graduate
student, my husband and I moved locations and I got into a part-time
position at the local community college in Admissions & Records. This is
when I learned I loved having a mix of student interactions with policy. I
was able to gain full-time employment and quickly after receiving my
graduate degree earned my first management position. After being a
Director at the community college for a year, my husband and I were
wanting to move back ‘home’ to Fresno and raise our family. I feel very
fortunate to have received this opportunity as the Registrar and have been
here for 6 years now! I interviewed the former Registrar during one of my
classes in grad school, so this is pretty cool!
o (2) How would describe your leadership styles/skills?
§ I value trust and respect and make sure that is known with my team. I
try to have a very transparent leadership style and be a good
communicator with my team. I like to collaborate with others and get
feedback because there is always room for improvement!
§ What would you say about your leadership style?
· I value being a good communicator and being transparent
to my team.
o (3) How have you grown, over the years, as a higher education leader?
§ Definitely learning by making mistakes… I keep trying to learn when I
need to let things go and when I should stand my ground. I never want to
be afraid to use my voice and so far, I feel I have been able to use it as
needed.
o (4) As a leader, what are your strengths and weaknesses?
§ Weaknesses: Delegation, being a harmonizer (sometimes a weakness
and sometimes a strength) and finding a good work/life balance.
§ Strengths: Organized, detail oriented, and an achiever.
o (5) Describe in 3 ways your management style.
§ Innovative – always looking to try new opportunities to enhance and
make things better!
§ Helpful – I share that we always want to try to say YES to a student, as
long as we’re following policy.
§ Adaptability – I try to adapt to different staff and different personalities,
but this is a constant learning opportunity.
o (6) How would you describe your relationship with your current team, as a
leader?
§ This would be a question I’d love to hear from my team members! We
went through a pandemic together and I missed everyone when we were
all home. So, I hope it’s a good relationship for everyone!
o (7) Your department/team consists of different departments, that means that
everyone has different personalities, ways they work: what have you done to be
able to understand your team, their needs, how they work individually and as a
team?
§ Yes, this is the hardest part of being a manager. I try to get to know
them and what motivates them outside of work. It’s easier for me to do
this with my leads as direct reports and harder to do this with the rest of
the staff when there’s a reporting layer in between us. I rely on the lead to
help me out in understanding others.
o (8) What type of work environment/culture do you think better helps/motivates
your staff and morale?
§ Being open to feedback, questions. I try to bring laughter and fun to the
work environment too in order to boost morale.
§ What has been working for you team to accomplish providing the
needed services to students?
· I am lucky to have a great team that, for the most part,
understands the common goal and why we’re here to assist
students.
o (9) What is your experience and approach to supervision?
§ Supervision in a union environment is another world!
o (10) As a leader, what do you expect from your team and how do you voice
your expectations?
§ I give open communication and expect the same in return. I share with
my team that I will always try my best to address any questions and
concerns. My expectations are more for my direct reports and each one
learns or works differently, so I try to adjust how to share my expectations
accordingly.
Leadership & Supervision Interview Paper
Leadership can have multiple definitions and views for every single individual. In higher
education a leadership role is important to students, staff and faculty. The way an individual
carries themselves as a leader may be the reason a work environment is positive or negative, why
certain student services programs are implemented or not, and how a whole unit//depar-
tment/institution works. For this leadership and supervision interview paper I chose to interview
Laura Yager, who’s currently the Fresno State University Registrar and Director of Veterans
Services. The interview consisted of ten leadership questions from which I was able to get a
better understanding and sense of the type of leader Mrs. Yager is as a higher education
professional.
Laura Yager is a two time Fresno State graduate, she earned both her bachelor’s and
master's degree. Like us, Laura is a HEALer, she too earned her master’s degree in the HEAL
(Higher Education Administration and Leadership) program. She began her career in higher
education at the on-campus housing office at Fresno State. It was there when she realized how
much she enjoyed working in the college environment, so she decided to return to school to earn
her master’s degree in higher education. As a graduate student, herself and her husband moved
locations where she was able to find a part-time position at a local community college in the
Admissions and Records office. Having that position helped her learn that she loved a mix of
student interactions with policy, which became her career goal. Right after she graduated from
graduate school she was able to earn her first management position as the director at the
community college where she had the part-time job. After a year of working as a director at a
community college, her husband and herself wanted to move back home and raise their family
there. Moving back home meant going back to Fresno so ideally Laura wanted to find a job at
any institution in Fresno. Luckily for her, during the time she was looking for a job in Fresno she
received a job offer at Fresno State as the registrar. She has now been working as the Registrar at
Fresno State for six years and plans to continue in her position. From this position she has gained
a lot of new knowledge and skills that have helped her become the leader she is now.
As the University Registrar and director of Veterans Services at Fresno State, Laura
oversees many different departments which are: main Registrar’s office, Undergraduate Degree
Evaluations, Student Services Center, Academic Records, Degree Audit, Articulation, and
Veterans Services. Those under Laura’s supervision are: an office manager, lead assistant
Registrar of Systems, Associate Registrar, five Assistant Registrars and sixteen staff. She holds
many responsibilities as the registrar, for example for the Student Services Center where I work
at, my supervisor and Laura are always looking for ways to improve the services we provide to
students. For this Fall 2022 semester Laura and my supervisor worked with other staff at Fresno
State to better the drop/withdraw process to make it more accessible and easier to complete. The
work environment at the Registrar’s office is positive and everyone works hard to ensure that we
provide the best services to the students, help them and guide them throughout their
undergraduate and graduate careers. Of course with great leadership comes a great responsibility
to make sure staff morale is high and there’s a positive work environment.
The main focus for this interview was to learn about Laura’s leadership as a higher
education professional. One of the first questions asked during the interview was for her to
describe her leadership style/skills. She responded that she values the trust and respect of
everyone she works with and makes sure that it's known with the whole team. Moreover, she
does her best to have a very transparent leadership style by being a good communicator with her
staff. She likes to collaborate with others and get feedback because there’s always room for
improvement. One way she does this is that during the one on one meetings she has with us
(staff), one of the things she asks us is if there's any improvements that we need or anything she
can do better for the team. To me this is important because it shows that as a leader she’s willing
to work with all staff to ensure everyone feels comfortable with their job and if there needs to be
change she will work with you. In addition, another question asked about her leadership was to
describe in three ways what her management style is. One management style she mentioned was
to be innotivate because she’s always looking to try new opportunities to enhance and make
services better. Second was helpful, and this refers to being helpful with whatever the situation a
student comes to our office needing help for. She has shared with her team that they should
always try to say YES to students as long as policies are being followed. The third style was
adaptability, by trying to adapt to different staff and their responsibilities but this is a constant
learning opportunity. Another important question asked that helps learn about leaders is what
their weaknesses and strengths are. For this Laura responded that her weaknesses are delegation,
being a harmonizer which is both something of a weakness and strength, and finding a good
work/life balance. Some of her strengths are being organized with her work, she’s detail oriented
and an achiever. As a supervisor, I asked her what her experience and supervision has been and
she explained that supervision is a union environment, another world. Supervision requires a lot
of work because as the registrar she needs to make sure that all services are being provided to
students by following the mission of the unit, division and institution. While at the same time
making sure her team has what they need to execute that.
During the interview Laura made it clear that her team is very important to her. She
believes that she has a good relationship with everyone but would love to hear from her team
members because she remembers that when they went through the pandemic together she truly
missed everyone. From my experience I can say that she’s a very attentive, caring, and hard
working leader. As a leader your team will always consist of different individuals that have
different personalities. One question asked was about what she has done to be able to understand
her team, their needs, how they work individually and as a team with everyone having different
personalities. Laura explained that working with different people is the hardest part of being a
manager. She tries to get to know each person and what motivates them outside of work. That’s
easier to do with her leads, associate and assistant registrars, because they report and work
directly with her. Whereas with the other staff when there’s reporting there is a layer in between
the staff and her. She mainly relies on the leads to help her out in understanding the staff that
work with each lead.
An important question that I wanted to ask Laura in regards to her leadership was about
the type of work environment/culture she thinks will better help and motivate her staff. To this
she responded that being open to feedback and questions from her leads and staff is very
important. Also, she tries to bring laughter and fun to the work environment in order to boost
morale. In addition, I asked what exactly has been working for her team to ensure they provide
the needed services to students. She said that she’s lucky to have a great team that, for the most
part, understands the common goal and why they’re there to assist students. So I asked her how
she communicates her expectations and she mentioned that she gives open communication and
expects the same in return. She shares with her team that she will always try her best to address
any questions and concerns. Her expectations are more for her direct reports because each person
learns or works differently, so she tries to adjust how to share her expectations accordingly. One
last question was how has she grown over the years as a higher education leader, and she
expressed that making mistakes has been one of the ways she’s learned a lot. She’s continuously
learning when she needs to let things go and when she should stand her ground. She never wants
to be afraid to use her voice and so far, she feels she has been able to use it as needed.
During the interview a lot of her responses about leadership reminded me of the many
different types of leadership I read about through some of the books assigned for class.
Specifically, from “The Student Leadership Challenge” by James M. Kouzes and Barry Posner
because it mentions many important qualities leaders should have throughout the chapters. In
chapter ten of that book an important statement says “Leaders find every opportunity to
strengthen the personal relationships in their groups, not only because it helps get the job done
but also because in doing so, they boost the groups’ spirits and well-being” and this is who Laura
is. She finds different ways to strengthen her relationship with her team, of course to get the job
done, but mostly to keep staff morale high. As previously mentioned, for Laura it’s important to
receive feedback from her team to understand in what ways she can help which resonates with a
statement in chapter 9 of Kouzes and Posner’s book that says “Your goal as a leader is to
encourage the best in others, to find out what they need in order to feel more confident and
competent to meet the challenges they face as a member of the group.” Laura’s team is strong
and confident because during one on one meetings she encourages her staff to talk about what is
and isn’t working for them so she can help. Finally, another important statement from the book
comes from chapter 6 about experimenting and taking risks as a leader. It states “Mistakes and
failures are crucial to success, both personally and professionally” and Laura explained that one
of the ways she has grown over the years as a higher education professional is by making
mistakes because there’s so much that can be learned from that.
Having this interview with Laura gave me a perspective of what it is to be a higher
education leader. As a staff under her supervision, I don’t always get to work with her directly
but I can definitely say that I respect her work ethic as a leader, what she does for her team and
how she’s always making sure we are providing the best services to students. Through her
leadership she has been able to establish a strong team at Fresno State where we help students
with registration questions, to get their official transcripts, apply for graduation, ensure their
work transfers over correctly, help veterans students obtain their higher education among many
other things. During this time she mentioned an interesting fact which was that when she was a
graduate student herself, she also interviewed the former Registrar at Fresno State. This is a full
circle moment that now I’m the graduate student interviewing her as the former registrar for
Fresno State. I will take with me her leadership skills and views, and will earn a management
position in higher education in the future. Starting as a graduate student I wanted to be either an
advisor or obtain an administrative/management position and after this interview I realized that I
want a more administrative/management position. The work that is done behind doors to ensure
students' success is amazing, and I want to continue doing that as a higher education
professional. Something as simple as creating the registration roster for the following semester
allows students to smoothly enroll and transition to the next semester. That’s work that is done in
the registrar’s office and I want to continue growing within this area.
References
Kouzes, J., & Posner, B. (2018). The student leadership challenge: Five practices for becoming
an exemplary leader (3rd ed.). Wiley.

April 2022
Team Meeting Agenda
Happy Birthday (& Retirement) to Tracy!!!
Agenda Topics
● Activity
a. If you could change one thing….
● Updates from Laura/Jenny
a. Vintage Days Breakfast tickets!
b. Staff Updates
■ Systems position
■ Records position
c. Data/security - when to use Google drive vs. Box
d. AWE Drop/Withdrawal update!
■ Go live Friday, May 6th!
■ New petition process for 18-unit withdrawal limit now on
website - message also in AWE for students
e. June Staff Retreat - Save the Date!
f. Leadership chapter breakout sessions
■ Either you’re a leader everywhere or nowhere…
g. VP Open Forums
● Updates from Area Leads
a. Lety:
■ Finishing End of Fiscal year budget items; closing open PO’s,
chargebacks, request billing, submitting PO’s for next fiscal
year
■ 2022 - 2023 deadline calendars
■ I will be going around to do our annual inspection report due
to Environmental Health and Safety and Risk Management
b. Mariana:
• Drop Deadline (Spring 2022) S & C: Wed April 20, 2022 / Staff continuing
to process approved forms submitted by deadline but still in route (Adobe
Sign).
• Drop Deadline (Spring 2022) S & C reason beyond the student's control
(incomplete is not practical)
Wed May 11, 2022 ( last day of instruction).

• Drop/Withdrawal AWE Workflow final testing stage in-progress.
c. Robert: Spring 2022 grade rosters will be created by May 13th. Thank
you Tracy! We will miss you very much.
d. Robyn: Students still requesting late certification for spring 22. Working on
summer certs, students requesting fall already, however will not begin
processing until mid June. Emailing Calvet to reapply for next academic year.
Working on Vet Net Ally workshop before spring ends. Student Veterans will
be at Vintage Days this weekend. Thursday 4/27 - is the Military Women’s
Connection Wine Down Event!
e. Sam: WELCOME MAI !!! Thank you for using Google form for
Transfer Credit Analyst questions. Will be using
degreeaudit@mail.fresnostate.edu email for the Degree Audit team
to reply to all form inquiries. Working on unknowns for dog days,
thank you Holly for your hard work. Sam will be working on updates
for DPR. Will add the note on DPR for UDE, advisors, etc. to know it’s
being worked on shortly, by the end of today is the goal. note: Please
Continue to use Google form for inquiries, etc. and use an RBA
account for emails to respond back.
f. Estella: Spring 2022 graduation application deadline May 20th, must

email ude115@csufresno.edu for more information. We have 3594
UGRD spring 2022 applicants; Special Projects: AB1460 Modification
Process manual review of FA22 Returning Students and other
populations/Assisting with Data-Entry of transcripts; ¡SHOUT OUT!
to the Mai, Sonia, Kelley, Crystal, Gee, Rita, Chantal, Branden & Kaa
😁
for your commitment in providing great service to the campus
community
● Upcoming Important Dates
a. Friday, May 6: AWE Drop/Withdrawal LIVE!
b. Wednesday, May 11: Last day of instruction spring 22
c. Monday, May 16 - Thursday, May 19: Finals Week
d. Monday, May 23: Summer term begins!
● Questions/comments/concerns?
Thank you everyone!

Admissions Updates as of 4/26/2022
1. The last day for first-time freshmen (FTF) to accept their admission and
register/pay for Dog Days is May 1 at 11:59 pm
2. Currently we have a little over 2,000 FTF who completed all the steps. We are
behind in comparison to last year so we will consider whether or not we extend the
deadline next Monday, May 2. A final reminder email will go out Friday along with a
phone call to all FTF who were admitted but didn't accept or register/pay for Dog
Days.
3. Our enrollment target for fall 2022 is 3500 FTF and 2500 transfer students
4. It is very likely that we will open for spring 2023 -- We will make the announcement
after June 1, 2022 (deadline for transfer students to accept their admissions and
register/pay for Dog Days) - This is not advertised at this time.
5. Starting spring 2023, Undeclared will no longer be a program that upper division
transfer students can select on the application
6. There is a cost to attend Dog Days whether it be in person or online.
7. There is no welcome home initiative this year and the information has been taken
off our website
8. There is no deferral of admission
9. We have redirected over 200 upper-division transfer students to other CSU
campuses. These are students who did not meet the impaction GPA for their
primary program, their alternate program, and failed to choose another program.
10. Students can appeal their admission decision or redirection using the appeal form
https://fresnostate.co1.qualtrics.com/jfe/form/SV_cvZhAbXAVeK5gCV
11. Appeals to apply late are considered on a case-by-case basis only
12. We have two new staff on the upper-division team: Ruth Salazar and Daisy Salas.
They are located in the transfer admission area. They both started on April 25.

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CAS Report - Office of the Univeristy Registrar at Fresno State

Pilar Garcia, Mee Her, Angelica Quintero, and Vanesa Sierra

Higher Education Administration and Leadership, California State University Fresno

HEAL 226: Assessment

Dr. Emily Langdon

November 22, 2022

1.1 Program and Services Mission

Does Not Insufficient Does Not Partly Meets Meets 2

1.2 Mission Statement

Does Not Insufficient Does Not Partly Meets Meets 2

Justification for 1.2 Rating:

5.1 Inclusive and Equitable Educational and Work Environments.

Does Not Insufficient Does Not Partly Meets Meets 2

Justification for 5.1 Rating:

Does Not Insufficient Does Not Partly Meets Meets

Justification for 5.2 Rating:

5.3 Advocating for Access, Equity, Diversity, and Inclusion

Does Not Insufficient Does Not Partly Meets Meets 2

5.4 Implementing Access, Equity, Diversity, and Inclusion

Does Not Insufficient Does Not Partly Meets Meets 2

Justification for 5.4 Rating:

Does Not Insufficient Does Not Partly Meets Meets 2

Justification for 6.1 Rating:

Does Not Insufficient Does Not Partly Meets Meets 2

Justification for 6.2 Rating:

Does Not Insufficient Does Not Partly Meets Meets 2

Justification for 6.3 Rating:

● Strategic planning processes facilitate continuous development, implementation,

Does Not Insufficient Does Not Partly Meets Meets 2

Justification for 6.4 Rating:

Part 8. COLLABORATION AND COMMUNICATION

Does Not Insufficient Does Not Partly Meets Meets 2

Justification for 8.1 Rating:

Does Not Insufficient Does Not Partly Meets Meets 1

Justification for 8.2 Rating:

8.3 Procedures and Guidelines

Does Not Insufficient Does Not Partly Meets Meets 2

Justification for 8.3 Rating:

you with any questions or concerns you may have.

Access, Equity, Diversity, and Inclusion

inclusive multicultural environment.

Leadership, Management, and Supervision

director also encourage growth in professional development

Collaboration and Communication

customer service to students, staff, and faculty.

Areas for Improvement and Recommended Action

Collaboration and Communication

Areas for Improvement:

Recommendations for Functional Area Action

Appendix A: Office of the Univeristy Registrar Mission Statement

Appendix B: Fresno State Student Affairs and Enrollment Management

Appendix C: Office of the Univeristy Registrar Organizational Chart

Appendix D: 2021-2022 Annual Report Collect: DOSAEM Report

Appendix E: 2021-2022 Annual Report Feedback (Responses)

Appendix F: Staff Training

Appendix G: Leadership & Supervision Interview Protocol

Appendix H: Leadership & Supervision Interview Paper (Laura Yager)

Appendix I: Office of the Univeristy Registrar April 22 Team Meeting Agenda

Appendix : Office of the Univeristy Registrar Medals

I published 77 schools in It would be nice to

I have scheduled and

Credit for Prior Learning is

• FORM – Record • Student Concerns