Cea Student Services

Student Services
Student Services Standard 1: Admissions policies are consistent with program objectives and
with the mission of the program or language institution (and with the host institution if
applicable), and are implemented by properly trained and authorized individuals. The
admissions process ensures that the student is qualified to enroll in and benefit from the
instructional program. Both the policies and the personnel who implement them adhere to
ethical standards and good practice.

A. Required responses

1. List each English language program offered and its admission policies.

Educational
program
Admission policies

English
Language
Program
(ELP)
1. Initial ESL brochure with website (Hotlink; digital version from Sara)
2. Apply in office or on ESL website (http://world.utexas.edu/esl/apply)
3. Template email inquiry reply (insert DOC from MM)
4. Application Form
(print & electronic available on-line or by email inquiry)
(http://world.utexas.edu/io/forms/esl/Application_Form_Jan2014.pdf)
5. Application processed by Immigration Support Staff, adhering to the
standard SEVIS policies and procedures.

Academic
English
Program
(AEP)

1. Initial ESL brochure or website visit (Hotlink)
2. Apply in office or on ESL website (http://world.utexas.edu/esl/apply)
3. Template email inquiry reply from Immigration Coordinator (GET DOC
from MM)
4. Application Form submitted to ESL Services
(print & electronic available on-line or by email inquiry)
(http://world.utexas.edu/io/forms/esl/Application_Form_Jan2014.pdf)
5. Copy of diploma/transcript showing completion of at least a Bachelors
(4-year) degree submitted to ESL Services
6. Proof of TOEFL or understanding of placement policies for AEP
7. Application processed by Immigration Support Staff, adhering to the
standard SEVIS policies and procedures.

2. Explain how the admissions policies listed above are directly related to the mission and
objectives of the program or language institution (and with the host institution if applicable).

ESL Services admission policies fulfill the mission statements by offering support for current and
prospective students, particularly pre-arrival and new-student materials as well as immigration
advising prior to and after arrival.

3. Explain how the admissions policies ensure that all students can be accommodated in the
program with regard to their ages, proficiency levels, and other aspects of importance to the
program or language institution, such as number of students per course and heterogeneity of
students.

All admission policies are clearly stated on the ESL Services Application Form (Hotlink), including
course and elective options, definitions of intensive vs. part-time study, and proficiency
requirements. Under Proficiency Requirement, it is clearly stated that ELP offers instruction
to adults at all levels, and that AEP offers instruction to adults who have a minimum of low-
intermediate proficiency and a Bachelors or 4-year degree. If AEP prospective students do not
meet these requirements, they will have the option of taking ELP courses. (Add average # of
students to app?)

The student capacity for ESL Services is 400 total students; in addition, we maintain a linguistic
balance by allowing this total student body to include no more than 1/3 of any given language
group. Once we have reached either 400 total or at 1/3 of a given language group, a waiting list
is generated for any prospective students applying after that point. Those placed on the waiting
list are contacted during the ESL Services Registration week at the start of each semester if there
are places that become available. While not stated as an official policy, ESL Services strives to
maintain a heterogeneous cultural balance among the students and at times has had to apply a
quota for various language groups that have reached proportions that would significantly
disturb that balance.

4. Explain how the admissions process ensures that an admitted student is qualified to enroll
and able to benefit from the instructional program.

For ELP programs, students are required to indicate age on the application form to determine
adult status. There is no further program requirement for admission to ELP.

For AEP programs, students are required to submit proof of college degree and transcript at the
time of application. They must also show at least low-intermediate proficiency through our
placement test during Registration Week or a current TOEFL score with a minimum of 38 on the
iBT to enter our lowest level AEP class). Students who do not meet these requirements have the
option of taking ELP courses.

5. Explain how the program or language institution ensures that admissions personnel,
including those authorized to issue visa documents, adhere to ethical standards and good
practice.

ESL Services adheres to ethical standards and good practice by:
Adhering to the ethical standards for FERPA, enforced by the University of Texas at
Austin through mandatory compliance training
Staffing a certified DSO/ARO on site to issue visa documents
Our DSO/ARO is a member of NAFSA and receives continuous training from conferences
and fellow DSOs/PDSOs/AROs/and ROs on site.
Our immigration advisor is on many immigration listservs (including NAFSA and SEVIS) to
stay updated on immigration issues and policies.
Our immigration advisor attends weekly immigration advisor meetings.

B. Verification

1. Documentation in the report

2. Verification on site

C. Program/language institution self-recommendations

1. Describe the follow up activities, with timelines, that will be undertaken to improve the
programs or language institutions practices under this standard. If no action is planned,
indicate none.

None

SECTIONS BELOW RESERVED. NOT PART OF THE SELF-STUDY.

For site review team use only
Student Services Standard 1: Admissions policies are consistent with program objectives and
with the mission of the program or language institution (and with the host institution if
applicable), and are implemented by properly trained and authorized individuals. The
admissions process ensures that the student is qualified to enroll in and benefit from the
instructional program. Both the policies and the personnel who implement them adhere to
ethical standards and good practice.

Appears to meet _____ Appears to partially meet _____ Appears not to meet
_____

Rationale for appears to meet:

Rationale for appears to partially meet:

Rationale for appears not to meet:

Other comments:

Student Services Standard 2: The program or language institution provides academic and
personal advising and counseling, as well as assistance in understanding immigration
regulations. Such advice and assistance are provided in a timely and accurate manner by
qualified individuals.


1. Explain how the program/institution ensures that it provides students with a sufficient
number of academic, personal, and immigration advisors.

The ESL Services Administration, Support Staff, and Faculty are available to answer questions on
the phone or by email for prospective and current students regarding a variety of matters. By
calling the main number or contact email listed in both the brochure and online (HOTLINK), the
student will be directed to the appropriate person in relation to his/her advising needs. If a
translator is required, ESL Services will provide one.

Faculty are required to have one hour of office hours (HOTLINK a sample) for every class they
teach, during which they are available to assist students on all matter of questions and
concerns. Students can also talk to faculty before or after a class, as time permits, or schedule
an appointment for assistance.

In addition, the ESL Services website provides students with a Welcome Guide (HOTLINK) that
details the various types of support offered, including information about Austin & the University
of Texas, Arrival, Health, Pre-Arrival checklist, Registration Week, Intercultural Programs,
Immigration, Housing, Public Schools & Childcare, Applying for a Visa, Parking & Transportation,
and other Frequently Asked Questions

2. Describe the means by which students are informed of the availability of academic, personal,
and immigration advising.

Students are informed of the availability of the various types of advising through our Welcome
Guide, Student Handbook, Orientation PowerPoint for new students, ESL Course Descriptions
(handed out first day for each class), ESL Services website, Facebook page, ESL Students listserv
announcements, and general modes of communication.
Hotlink each source

3. Briefly describe the range of academic advising provided, and explain how the
program/institution ensures that such advising is provided in a timely and accurate manner.

ESL Services offers academic advising throughout the semester from both teachers and the ELP
and AEP Coordinators. If non-sponsored students demonstrate initial difficulty in adjusting or
performing in class, the ELP and AEP Coordinators invite the student to talk about the concerns
and possible solutions. For academic advising, they can see the Special Programs Coordinator.
Sponsored students are classified by sponsor and assigned to one of two advisors in the Support
Staff. (Hotlink to Canvas Sponsored Students course)

Many teachers provide informal academic advising and application process support during
student-teacher individual conferences, and general academic support is provided during
regular open ESL Tutoring Sessions (HOTLINK ad for sessions). Semesterly workshops on
graduate and undergraduate admissions are held for all students. Sponsored students receive
additional advising to address their particular needs.
In addition, the Student Handbook provides various information about Culture and Education in
the United States, including Characteristics of the U.S. Academic Environment and Plagiarism
and Cheating. HOTLINK

4. Briefly describe the personal advising available, and explain how the program/institution
ensures that such advising is provided in a timely and accurate manner.

ESL Services administration, faculty, and student assistants often provide general personal
advising on issues throughout the semester, including during Orientation, social events,
colloquia, conferences. In addition, ELP teachers maintain communication with each other
regarding student performance and needs, and AEP teachers discuss student performance and
needs after the first two weeks of class, at mid-term, and at the end of the semester. Four
weeks after class begins, Early Course/Instructor informal surveys HOTLINK samples ask
students about how classes are going for them, and teachers make adjustments or provide
advising if necessary. Sponsored students receive additional advising to address their particular
needs. Assigned advisers each have posted office hours for student personal needs.

For professional personal counseling, the UT Counseling and Mental Health Center provides
assistance (http://cmhc.utexas.edu/).

In addition, the Student Handbook provides various information about Culture in the United
States, including Cultural Adjustment, U.S. Cultural Values, Friendship in the United States
and other topics like Holidays, Personal Safety, and Dealing with U.S. Organizations. HOTLINK

5. Briefly describe the immigration advising provided, and explain how the program/institution
ensures that such advising is provided in a timely and accurate manner.

The ESL Services Immigration Coordinator and Support Staff are available full-time and can
answer questions on the phone, by email, or in person for prospective and current students
regarding immigration matters. By calling the main number or the contact email listed in both
the brochure and online, or walking into the reception area, the student will be directed to the
appropriate staff member in relation to his/her advising needs.

6. Explain the policies and procedures in place to ensure that students are referred to other
qualified professionals, services, or programs when the students needs exceed the resources
and expertise available within the program or institution.

The University of Texas at Austin provides a wide range of professional support for both
academic and personal concerns. Students are referred to on-campus and off-campus resources
depending on the nature of the concern both at Orientation and when the need arises.
Students can also be directed to the UT website for students, which lists what is available on
campus. (http://www.utexas.edu/students/)

B. Verification




indicate none.

None


Student Services Standard 2: The program or language institution provides academic and
personal advising and counseling, as well as assistance in understanding immigration
regulations. Such advice and assistance are provided in a timely and accurate manner by
qualified individuals.

_____




Other comments:

Student Services Standard 3: The program or language institution provides pre-arrival and
ongoing orientation (1) to support students in their adjustment to the program or language
institution (and to the host institution if applicable) and to the surrounding culture and
community, and (2) to help them understand immigration regulations and procedures, as well
as health and safety issues.


1. For each of the three kinds of student orientation (pre-arrival, initial, and on-going), provide a
timeline, general overview, and brief description of the topics addressed. For each, indicate
whether information is provided in writing or orally, or both.

Pre-arrival support:
Initiated from the first contact with the student by phone, email, or in person
Welcome Guide: mailed with admission information, I-20, and tuition bill
Informational PDFs can be emailed if students have initial inquiry about housing and/or
pre-arrival information.

Initial support:
Initiated from check-in during Registration Week
Registration Week (the week before classes): students are walked through a step-by-
step process including check-in, registration, placement tests, insurance, immigration,
and computer support services.
ESL Student Handbook (given at check-in at Registration): during Registration and
Orientation, information for certain immediate needs are pointed out in the Student
Handbook.
Welcome Social Activities (schedule of events given orally and in writing): Austin bus
trips, campus tours, city bus tours, Ice Cream Social, PALS events
Orientation: PowerPoint presentation on a wide range of academic, cultural, and
personal need topics.

On-going support and Orientation:
Initiated from the first day of class
ESL Student Handbook: given upon check-in during ESL Registration Week
ESL Services websites FAQ section: (http://world.utexas.edu/esl/faq)
ESL Services Orientation PowerPoint: for new students at end of Registration Week,
including special Health and Immigration segments
ESL Student calendar scroll on ESL website (http://world.utexas.edu/esl)
WHAT newsletter (Whats Happening Around Town social activities in Austin):
distributed weekly by email and handouts in class
(http://world.utexas.edu/esl/about/what)
Facebook page for Social Events (http://world.utexas.edu/esl/about/events)
Emails to ESL Student listserv regarding ongoing social activities, such as the ESL picnic
and End-of-Semester Reception
Insurance advisor on site at the International Office and available to ESL Students
Email reminders for Transfer/Extensions/Travel
Certified DSO/ARO/NAFSA members for immigration advising
International Student Tax Assistance (Email, presentation, and tax sessions provided)
Handouts: Travel, Employment, Transfer, Social Security cards, Drivers License, etc.

2. State how the program or language institution ensures that students are provided with and
understand immigration regulations that pertain to them.

Students meet with an immigration advisor during Registration to go over the Immigration
pledge, which reviews ALL immigration regulations that can affect them. If the student is not
able to understand the pledge, a translator is located for that students native language.

ESL Services has an attendance policy of maintaining 75% attendance to maintain immigration
status. The program tracks 3-week, midterm, 9-week, and final attendance percentages.
Students that fall below 85% receive emails and meeting requests to ensure they understand
the immigration impact of dropping below 75% at final attendance.

3. Explain how the program or language institution ensures that out-of-country applicants
understand the written information that is sent to them.

The admissions letter states to check the website or call or email if the student has any
questions. Administration and Support Staff are available during regular business hours to assist
students. General information about our programs is provided in several languages on our
StudyUSA.com account (Hotlink StudyUSA)

B. Verification




indicate none.

None


Student Services Standard 3: The program or language institution provides pre-arrival and
ongoing orientation (1) to support students in their adjustment to the program or language
institution (and to the host institution if applicable) and to the surrounding culture and
community, and (2) to help them understand immigration regulations and procedures, as well
as health and safety issues.

_____




Other comments:

Student Services Standard 4: The program or language institution seeks to ensure that
students understand policies regarding enrollment and registration.


1. State the policies that govern enrollment and registration. Include the policies regarding
cancellation of registration, deadlines that apply, and refunds.

2. Describe how this information is made available to students before they complete the
registration and enrollment process.

Application/website

3. Explain the procedures that are in place to ensure comprehension of English language
materials and information by students with limited English proficiency before they sign any
contractual documents or make tuition and fee payments for the term in which they are about
to enroll.

Pink sheet during Registration Process student policies
B. Verification




indicate none.


Student Services Standard 4: The program or language institution seeks to ensure that
students understand policies regarding enrollment and registration.

_____




Other comments:

Student Services Standard 5: Students have access to health insurance if required and, in all
cases, students are informed about the need for adequate health insurance coverage.


1. Is health insurance required of any students in the program or language institution?
__X__ yes (Respond to 2 below.)
_____ no (Respond to 3 below.)

2. If yes, describe the health insurance requirements that are in effect at the program or
language institution.

As stated in the Student Handbook, Health Insurance through The University of Texas at Austin
is required for all international students, unless they submit a completed waiver form proving
they have an equivalent private policy. HOTLINK

3. If no, explain how the program provides students with comprehensible written information
about the consequences/risks or failure to maintain adequate coverage.

Not applicable

4. If the program or language institution requires or recommends specific medical insurance,
describe how this insurance meets the needs of the programs students. State how students are
informed of the application process, costs, and covered services.

ESL Services adheres to using the chosen insurance policy for The University of Texas at Austin,
which is with United Healthcare (http://www.uhcsr.com/UTexasAustin). This policy has an
adequate degree of healthcare, and ESL Services policy requires that students provide a similar
coverage plan (or better) if they would like to use their own policy. If students choose to use
their own policy, they must sign a waiver. HOTLINK

5. Explain the procedures that are in place to ensure comprehension of English language
information about all aspects of health insurance (such as covered services, deductibles, co-
payments, length and renewal of coverage) by students who may not understand the concept of
personal health insurance responsibility.

ESL Services takes various steps to ensure that students understand the health insurance
requirement and policy:
Students receive a copy of the health insurance waiver (allowing them to choose their
own insurance) when they receive their acceptance documents this gives them time to
review the document prior to arrival in Austin.
During Registration Week process, all students stop at the Insurance table to talk with a
trained insurance advisor, who explains the insurance requirement, the waiver option,
the plan coverage, important reminders on how to use the insurance in the U.S.
During Orientation, health insurance is addressed again with important reminders on
how to use the insurance in the U.S. students are told where to find further
information in their Student Handbook and who to contact at the International Office.

B. Verification




indicate none.

None


Student Services Standard 5: Students have access to health insurance if required and, in all
cases, students are informed about the need for adequate health insurance coverage.

_____




Other comments:

Student Services Standard 6: Students have access to social and recreational activities that
provide a cultural context for their language acquisition and other studies, as appropriate.


1. Provide a list of typical social and recreational activities offered to students by the program or
language institution and indicate how students are informed of activities and costs.

ESL Services typically provides a variety of social activities for students:
ESL Talk Time: students talk about different topics with Americans
Welcome social events (Ice Cream Social, Brown Bag Lunch)
PALS: Game Night, Movie Night, Holiday special gatherings
(http://utpals.weebly.com/calendar.html)
ESL BBQ Picnic (Fall & Spring) or Underground Bowling Party (Summer)
Coffee & Donuts (Fall, Spring, & Summer)
Holiday parties (Valentines Day haiku contest, Halloween costume contest,
Thanksgiving feast)
Social lunches (hot dogs, chili, noodles)
Book Club, Soccer Club, Chess Club
End-of-Semester Reception (with student talent show)

Students are informed about activities and costs by a variety of means:
ESL Services website calendar scroll and Benefits (http://world.utexas.edu/node/115)
ESL Services Facebook page (at least one week in advance)
ESL Services WHAT newsletter (handed out Friday in class & emailed out)
Flyers posted around ESL classrooms and offices
ESL Student Handbook (information about UT rec sports, international student
organizations, media sources, social activities, and personal safety)
ESL Student listserv (2-3 days prior to the event
ESL Student text service (during a class break the day of the event)
For reoccurring events such as Talk Time and Sports (soccer/basketball), email and the
WHAT are the primary ways we communicate about the recurring event as well as
mentioning them in orientation.

2. Provide a list of typical social and recreational activities made available to students in the
community and on campus, if applicable, and briefly describe how students are informed of
activities and costs.

Activities available to ESL Students in the community and on the UT campus include:
International Office Fieldtrips (San Antonio, Houston, Texas Hill Country)
UT campus events and recreational sports
Austin events and tourist attractions

Students are informed about activities and costs by a variety of means:
Flyers posted around ESL classrooms and offices
ESL Student Handbook (information about UT rec sports, international student
organizations, media sources, social activities, and personal safety)
ESL Orientation (a segment on health and how to use the gym)
ESL Student listserv (emails from UT)
ESL Services WHAT newsletter (handed out Friday in class & emailed out)

3. State how the program or language institution ensures that sufficient numbers of personnel
accompany students on activities sponsored by the program, institution, host institution, or
other contracted agencies/entities.

ESL Services has two faculty who serve as Socials Coordinators and 2 part-time student workers
who help plan and carry out the activities. Administration, support staff, and faculty have some
social events that are required, and for any additional events, they are given credit for attending
on their Annual Performance Evaluation.

4. Explain how the program or language institution ensures that faculty and students are
informed of and understand the health, safety, and emergency concerns associated with social
and recreational activities.

ESL Services takes all measures to ensure the safety of students during program activities,
including food preparation, occupancy limits, and adequate staffing of events. The UT Police
Department is always available and provide guidelines for emergencies
(https://www.utexas.edu/campus-life/safety-security). The International Student Advisor for
ESL Services provides a variety of workshops on topics that cover health, safety, immigration,
and any other college life needs.

B. Verification




indicate none.

None


Student Services Standard 6: Students have access to social and recreational activities that
provide a cultural context for their language acquisition and other studies, as appropriate.

_____




Other comments:

Student Services Standard 7: The program or language institution clearly states and fulfills its
responsibilities regarding student housing.


1. Describe the programs or language institutions position regarding its responsibility for the
provision of student housing. Indicate where this position is described to students.

ESL Services position regarding its responsibility for the provision of student housing is that they
are responsible for finding their own housing, but that ESL Services will offer resources to assist
in this process.

ESL Services statements on student housing are found in 4 places:
1. The application form. Section 10 states I understand that I am responsible for
arranging my own housing and transportation from the airport. HOTLINK
2. The Welcome Guide, which has already been uploaded to the CEA course page. Pages
20-21 restate, You are responsible for making your own housing arrangements, and
provide a list of several housing options nearby.
3. The ESL Services website FAQs link. Where should I live? is FAQ #14. It links to UTs
International Student and Scholar Services Housing page, which provides a similar list of
housing options (http://world.utexas.edu/esl/faq#live_where).
4. The Student Handbook. The section Setting up house in Austin begins on p. 25 and
refers back to the list of housing options provided in the Welcome Guide, gives
instructions on setting up utilities, offers options for finding a roommate and buying
cheap household goods, and provides a link to Austin Tenant Rights
(http://world.utexas.edu/forms/esl/StudentHandbook2011.pdf).

2. If the program or language institution provides or arranges housing, check the housing
options that are available: Not applicable
_____ residence halls/dormitories
_____ apartments
_____ apartment referrals
_____ homestays
_____ other (list below)

3. Explain how the program or language institution ensures the accuracy of the written
information disseminated to students about housing, whether by the program/institution, host
institution, or a contracted agent/entity either inside or outside of the country.

The ESL Services Student Handbook and the contents within are reviewed for accuracy every
spring semester, the student handbook is updated, including sections about housing.

4. If homestays are available, indicate whether the service is provided by the program or
language institution, or by a contracted agency/entity. Describe the procedures in place to
ensure that students are informed of homestay policies in writing, families are appropriately
screened and monitored, and emergency procedures are in place.

Not applicable

5. If apartments or residence hall housing is made available to students by the program or a
contacted agency/entity, describe how the program ensures that the housing is a safe, clean,
livable environment.

Not applicable

6. Explain how the program or language institution fulfills the requirement to have an employee
personally inspect all contracted accommodation.

Not applicable

7. Describe the policies and procedures in place to investigate all housing complaints promptly
and solve problems without delay.

Not applicable

8. Describe on-going procedures to determine student satisfaction with housing.

Not applicable

B. Verification




indicate none.

None


Student Services Standard 7: The program or language institution clearly states and fulfills its
responsibilities regarding student housing.

_____




Other comments:

Student Services Standard 8: The program or language institution clearly states and
consistently provides the extent of student services described in any written, electronic, or
oral promotional information or in agreements.


1. Explain how the program or language institution ensures that all written, electronic, and oral
promotional information contains accurate information about the student services provided,
including information provided by a contracted service or third party.

Written, electronic, and oral promotional material is reviewed annually by three groups:
Director and Assistant Director, the program Coordinators, and the International Offices public
affairs committee.

2. Are any student services contracted out?
_____ yes
__X__ no

3. If yes, explain how the program verifies that such services are provided as promised.

n/a

B. Verification




indicate none.

none


Student Services Standard 8: The program or language institution clearly states and
consistently provides the extent of student services described in any written, electronic, or
oral promotional information or in agreements.

_____




Other comments:

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