Frequently Asked Questions

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Why is it called an audit?

One definition of an audit is a “methodical examination and review” (Merriam-Webster). The CENTSS Audit provides a methodical process for student services professionals to review their delivery of student services and establish a baseline of how they offer their online student services.

Who participates in the audit?

Participants are staff and/or faculty who work within a student service area in a decision-making, implementation, or support capacity.

How should participants go through the audit?

Each audit contains between 5 and 14 statements (critical components) that respondents will investigate. Respondents should review the critical component statements and then refer to the institution’s website to determine how their institution is delivering that critical component of service now. They then select the response that most closely matches that level of delivery.

Do you have to complete all 31 individual audits?

Licenses include access to all 31 student services audits for a year or multiple years. However, you may choose to do one, some, or all of the audits, depending on your needs. Further, completion of the audits can be staggered throughout the licenses period.

Why don’t we just have students fill out the audit?

While students’ opinions are important, the point of the audit is to establish a baseline of how the critical components of a particular student service are being delivered now with the core people involved with that student service. Once a baseline is established, the interactive reporting tool enables you to use the data to form meaningful conclusions about changes you may want to pursue. One of the features of the reports is a student survey tool. Using this tool, audit leaders can obtain focus group-like results from students and map them to their internal audit results for further analysis and discussion.

What are Generations?

The CENTSS audit uses generations to identify and compare ways of delivering a critical component of each service. Generations range from 1 to 5 with higher numbers representing increasingly more interactive and more personalized ways services are delivered to the student. The goal, however, is not to attain Generation 5. The goal is to find the right balance of service delivery that fits your budget, staffing, student needs, and overall service strategy.

How long do the student services audits take to complete?

The student service audits contain between 5 and 14 critical component statements. Reviewing these while referring to the institution’s website will take between 30-45 minutes to complete a student service audit.