Administrators Praise Counseling Services
Counselors, Critics Avoid Comment
Diana Arbas
Last Updated:9:18 PM PST 8/13/08 Section: News
In response to the April 2 article "Counseling Services Frustrate Students (Part 1)," administrators said the counselors are doing a fine job. Student response was mixed, and instructors who had negative things to say did not want to be identified or quoted. Most counselors who were contacted declined to be interviewed.
The Chronicle printed that article before it was ready for publishing.
The article featured quotes from three different sources who said they did not have satisfactory experiences with the counseling services at Cypress College. Other points of view were not included.
Some readers said the article was an example of bad journalism.
"It didn't report both sides and, hence, it wasn't FAIR," wrote CyChron.com reader Brian Cuaron in a comment.
Other readers took offense to the uncensored profanity.
"That was very hurtful," said Dr. Therese Mosqueda-Ponce, a Puente Program counselor. "The language!"
Dr. Bob Simpson, executive vice president, also commented on the way the Chronicle handled profanity and balanced reporting.
"I wouldn't be surprised if the counselors were disgusted and disappointed with that article," said Simpson.
Honors student Jose Gonzales said his friends laughed at the language.
"They'd never seen words like that in the newspaper before," said Gonzales.
Vincent Lee, editor in chief at the time, removed the web version of the article from CyChron.com, the student news website, that night. Lee published an explanation for what happened in the next biweekly issue of The Chronicle.
Second semester student Jessica Medina said she wants to read more articles like the one that was removed from CyChron.com.
"It's important to know what everyone says," said Medina, "not just what the counselors want you to hear."
Medina said the counseling services at this school could be better anyway.
"It takes them a while to get back to you," said Medina. "Sometimes I need it to be faster."
Last semester Medina sought counseling to help determine an academic focus. She is still undecided.
"I called them," said Medina, "but every single time I called, they said they're booked or something."
Medina said she called three or four times. Then she stopped.
"I haven't gotten back to them 'cause I don't see them as help," said Medina.
The Chronicle asked Medina how she plans on getting academic advice now that she no longer seeks counseling services.
"I'm not really sure. I just go by what I know." Medina added, "I have friends who go here so I just go with their advice. They've been here longer. I think this is their fourth semester."
Gonzales - who happened to be sitting a few tables away from Medina - said that he hasn't had a bad experience with counseling himself. He does most of the research for transfer information on his own, and Honors Program counselor Penny Gabourie was very helpful when he asked for guidance.
But as a student and consumer, said Gonzales, he'd like to know if other students aren't getting the services they need.
"You're messing with people's time and money and effort and so much investment," said Gonzales.
Gonzales said he felt the story of former student Howard Tran was pretty horrible. The article detailed Tran's bitterness over a negative counseling experience he had four years ago.
"I just feel for people who work so hard for two years or so and then they can't transfer," said Gonzales.
If there's a problem, said Gonzales, it needs to be addressed.
"People aren't going to like it, and it was unfortunate that the article was published too soon. But it got people's attention," said Gonzales. "That's a good starting point."
Simpson said that the article definitely got people's attention.
"The support for counselors and the service they provide to students and the positive responses have been overwhelming," said Simpson. "I haven't seen a single negative response [about the quality of counseling services] in light of that article. I think that's significant."
Human Services instructor Gary Zager wrote a comment on CyChron.com to show his support for the counselors. The Chronicle published Zager's letter to the editor in the biweekly print issue too.
But four different instructors told the Chronicle that they agreed with the views presented in the April 2 article. None of them wished to be quoted or identified. One instructor explained that he or she was not protected by tenure.
Simpson said he knows mistakes are made.
"Do we sometimes drop the ball responding to student needs? The answer is quite clearly yes," said Simpson. "There are some unhappy people who've had bad experiences, but the overwhelming majority of students and their parents really appreciate the quality of services they receive from Cypress College across the board."
Simpson said, in his experience dealing with hundreds of students, there is not always a common understanding about what the counselors' advice means.
In the overwhelming majority of these cases, said Simpson, the counselors do give the correct information. The students either do not completely understand the advice or do not know how to ask the right questions to get the right answers.
"We need to have conversations about the disconnect that sometimes occurs," said Simpson. "I recommend that you actually call counselors and hear from them what is it that a counselor does."
The Chronicle emailed eight different counselors then followed up with voice mail messages. One counselor, Renee Ssensalo from the fine arts division, called back to thank the Chronicle. Then she declined the request for an interview.
Ssensalo suggested that the Chronicle speak to Paul de Dios, the dean of counseling, first.
"Maybe you can get on the agenda at the counseling division meeting and interview the counselors at large," said Ssensalo in her voice mail message.
Velia Lawson, a humanities counselor, replied to the Chronicle via email. Lawson asked that the interview questions be emailed in advance to Daniel Pelletier, another humanities counselor.
"I believe we will be responding as a group," wrote Lawson.
The dean of counseling said the division meeting agenda was already full and could not accommodate The Chronicle. But he said that an interview with The Chronicle later would be fine. He asked that The Chronicle email him the interview questions in advance.
Lela Beck, de Dios' assistant, called The Chronicle the day of the interview to say she did not receive the interview questions yet.
"If we do not receive your questions, we need to cancel your interview and do it another time," said Beck in a voice mail message.
The dean later explained that he only wished to answer The Chronicle's questions thoroughly and accurately.
"This is a sensitive topic," said de Dios. "I want to make sure you have enough information."
The dean also offered an explanation for his counselors.
"You upset a lot of people with your story," said de Dios. "They were reluctant to talk to you because of that."
The dean said that Cypress College counselors are a group of committed, caring professionals.
"I've worked with counselors at other institutions," said de Dios. "I know that I have a very talented group. Their calling in life is to help students reach their goals."
In response to the negative counseling experiences discussed in the article, de Dios said that nobody is perfect.
"Based on the Student Satisfaction Survey, we've been improving and getting better," said de Dios. "I have a group that wants to make a difference in students' lives."
Simpson said he also thinks the counselors do a fine job, and he is confident that the institutional research only reinforces that assertion.
The Chronicle accessed the Fall 2007 Noel-Levitz Student Satisfaction Inventory (SSI) on the Cypress College website under "Institutional Research": http://www.cypresscollege.edu/~hbrown/
The SSI scored different areas of concern to students, which include "Academic Advising and Counseling Effectiveness." On a scale of one (not satisfied at all) to seven (very satisfied), students reported an average satisfaction of 5.35 with academic advising and counseling at Cypress College. The average satisfaction nationwide was 5.18.
The SSI also indicated significant improvements in academic advising and counseling over a two-year period. "Admissions counselors respond to prospective students' unique needs and requests" was included on the list of items with the largest gains in student satisfaction between 2005 and 2007.
The dean of counseling encouraged the Chronicle to consider the research.
"I'm honestly proud to be the dean of counseling," said de Dios. "I'm also excited to continue the momentum of improving our services to students since 2005."
The dean said that a lot of academic advising and counseling is a shared responsibility.
"The students have to produce and do their share by following the prescriptives said of courses given to them by counselors," said de Dios. "When was the last time you saw a counselor? Did you follow their advice? These are questions students need to ask themselves."
The dean had the Chronicle interview a group he already had assembled in a conference room.
"I'm going to tell you right now," said de Dios. "Everyone here is going to be very positive."
The group included Mosqueda-Ponce, who has been a counselor for 28 years, and four of her students from the Puente Program. Each student said they had great experiences with Cypress College counseling.
Puente student Sara Rodriguez agreed with de Dios about students playing their part in the quality of counseling services they receive.
"You can't expect everything to be handed to you," said Rodriguez. "As a college student, you need to be more active and participating in your college education. You can't count on the counselor to just give you a sheet and just be cookie cutter for everybody. You need to work with them. They are very knowledgeable, and you need to ask questions. It's all about the student."
Former Puente student Maria Salazar also said students should be more proactive. (Salazar is now a transfer student at Cal State Fullerton.)
"Student and counselor need to work together," said Salazar.
Puente student Nancy Granja said she can understand why some students may not get the most out of counseling.
"I was too shy to ask a counselor for help," said Granja.
Rodriguez said she was too.
"But you have to get over your shyness," said Rodriguez.
Granja agreed.
"I think the counselors know what is best for me," said Granja. "Their job is to tell us what to do, but our job is to execute."
The Chronicle printed that article before it was ready for publishing.
The article featured quotes from three different sources who said they did not have satisfactory experiences with the counseling services at Cypress College. Other points of view were not included.
Some readers said the article was an example of bad journalism.
"It didn't report both sides and, hence, it wasn't FAIR," wrote CyChron.com reader Brian Cuaron in a comment.
Other readers took offense to the uncensored profanity.
"That was very hurtful," said Dr. Therese Mosqueda-Ponce, a Puente Program counselor. "The language!"
Dr. Bob Simpson, executive vice president, also commented on the way the Chronicle handled profanity and balanced reporting.
"I wouldn't be surprised if the counselors were disgusted and disappointed with that article," said Simpson.
Honors student Jose Gonzales said his friends laughed at the language.
"They'd never seen words like that in the newspaper before," said Gonzales.
Vincent Lee, editor in chief at the time, removed the web version of the article from CyChron.com, the student news website, that night. Lee published an explanation for what happened in the next biweekly issue of The Chronicle.
Second semester student Jessica Medina said she wants to read more articles like the one that was removed from CyChron.com.
"It's important to know what everyone says," said Medina, "not just what the counselors want you to hear."
Medina said the counseling services at this school could be better anyway.
"It takes them a while to get back to you," said Medina. "Sometimes I need it to be faster."
Last semester Medina sought counseling to help determine an academic focus. She is still undecided.
"I called them," said Medina, "but every single time I called, they said they're booked or something."
Medina said she called three or four times. Then she stopped.
"I haven't gotten back to them 'cause I don't see them as help," said Medina.
The Chronicle asked Medina how she plans on getting academic advice now that she no longer seeks counseling services.
"I'm not really sure. I just go by what I know." Medina added, "I have friends who go here so I just go with their advice. They've been here longer. I think this is their fourth semester."
Gonzales - who happened to be sitting a few tables away from Medina - said that he hasn't had a bad experience with counseling himself. He does most of the research for transfer information on his own, and Honors Program counselor Penny Gabourie was very helpful when he asked for guidance.
But as a student and consumer, said Gonzales, he'd like to know if other students aren't getting the services they need.
"You're messing with people's time and money and effort and so much investment," said Gonzales.
Gonzales said he felt the story of former student Howard Tran was pretty horrible. The article detailed Tran's bitterness over a negative counseling experience he had four years ago.
"I just feel for people who work so hard for two years or so and then they can't transfer," said Gonzales.
If there's a problem, said Gonzales, it needs to be addressed.
"People aren't going to like it, and it was unfortunate that the article was published too soon. But it got people's attention," said Gonzales. "That's a good starting point."
Simpson said that the article definitely got people's attention.
"The support for counselors and the service they provide to students and the positive responses have been overwhelming," said Simpson. "I haven't seen a single negative response [about the quality of counseling services] in light of that article. I think that's significant."
Human Services instructor Gary Zager wrote a comment on CyChron.com to show his support for the counselors. The Chronicle published Zager's letter to the editor in the biweekly print issue too.
But four different instructors told the Chronicle that they agreed with the views presented in the April 2 article. None of them wished to be quoted or identified. One instructor explained that he or she was not protected by tenure.
Simpson said he knows mistakes are made.
"Do we sometimes drop the ball responding to student needs? The answer is quite clearly yes," said Simpson. "There are some unhappy people who've had bad experiences, but the overwhelming majority of students and their parents really appreciate the quality of services they receive from Cypress College across the board."
Simpson said, in his experience dealing with hundreds of students, there is not always a common understanding about what the counselors' advice means.
In the overwhelming majority of these cases, said Simpson, the counselors do give the correct information. The students either do not completely understand the advice or do not know how to ask the right questions to get the right answers.
"We need to have conversations about the disconnect that sometimes occurs," said Simpson. "I recommend that you actually call counselors and hear from them what is it that a counselor does."
The Chronicle emailed eight different counselors then followed up with voice mail messages. One counselor, Renee Ssensalo from the fine arts division, called back to thank the Chronicle. Then she declined the request for an interview.
Ssensalo suggested that the Chronicle speak to Paul de Dios, the dean of counseling, first.
"Maybe you can get on the agenda at the counseling division meeting and interview the counselors at large," said Ssensalo in her voice mail message.
Velia Lawson, a humanities counselor, replied to the Chronicle via email. Lawson asked that the interview questions be emailed in advance to Daniel Pelletier, another humanities counselor.
"I believe we will be responding as a group," wrote Lawson.
The dean of counseling said the division meeting agenda was already full and could not accommodate The Chronicle. But he said that an interview with The Chronicle later would be fine. He asked that The Chronicle email him the interview questions in advance.
Lela Beck, de Dios' assistant, called The Chronicle the day of the interview to say she did not receive the interview questions yet.
"If we do not receive your questions, we need to cancel your interview and do it another time," said Beck in a voice mail message.
The dean later explained that he only wished to answer The Chronicle's questions thoroughly and accurately.
"This is a sensitive topic," said de Dios. "I want to make sure you have enough information."
The dean also offered an explanation for his counselors.
"You upset a lot of people with your story," said de Dios. "They were reluctant to talk to you because of that."
The dean said that Cypress College counselors are a group of committed, caring professionals.
"I've worked with counselors at other institutions," said de Dios. "I know that I have a very talented group. Their calling in life is to help students reach their goals."
In response to the negative counseling experiences discussed in the article, de Dios said that nobody is perfect.
"Based on the Student Satisfaction Survey, we've been improving and getting better," said de Dios. "I have a group that wants to make a difference in students' lives."
Simpson said he also thinks the counselors do a fine job, and he is confident that the institutional research only reinforces that assertion.
The Chronicle accessed the Fall 2007 Noel-Levitz Student Satisfaction Inventory (SSI) on the Cypress College website under "Institutional Research": http://www.cypresscollege.edu/~hbrown/
The SSI scored different areas of concern to students, which include "Academic Advising and Counseling Effectiveness." On a scale of one (not satisfied at all) to seven (very satisfied), students reported an average satisfaction of 5.35 with academic advising and counseling at Cypress College. The average satisfaction nationwide was 5.18.
The SSI also indicated significant improvements in academic advising and counseling over a two-year period. "Admissions counselors respond to prospective students' unique needs and requests" was included on the list of items with the largest gains in student satisfaction between 2005 and 2007.
The dean of counseling encouraged the Chronicle to consider the research.
"I'm honestly proud to be the dean of counseling," said de Dios. "I'm also excited to continue the momentum of improving our services to students since 2005."
The dean said that a lot of academic advising and counseling is a shared responsibility.
"The students have to produce and do their share by following the prescriptives said of courses given to them by counselors," said de Dios. "When was the last time you saw a counselor? Did you follow their advice? These are questions students need to ask themselves."
The dean had the Chronicle interview a group he already had assembled in a conference room.
"I'm going to tell you right now," said de Dios. "Everyone here is going to be very positive."
The group included Mosqueda-Ponce, who has been a counselor for 28 years, and four of her students from the Puente Program. Each student said they had great experiences with Cypress College counseling.
Puente student Sara Rodriguez agreed with de Dios about students playing their part in the quality of counseling services they receive.
"You can't expect everything to be handed to you," said Rodriguez. "As a college student, you need to be more active and participating in your college education. You can't count on the counselor to just give you a sheet and just be cookie cutter for everybody. You need to work with them. They are very knowledgeable, and you need to ask questions. It's all about the student."
Former Puente student Maria Salazar also said students should be more proactive. (Salazar is now a transfer student at Cal State Fullerton.)
"Student and counselor need to work together," said Salazar.
Puente student Nancy Granja said she can understand why some students may not get the most out of counseling.
"I was too shy to ask a counselor for help," said Granja.
Rodriguez said she was too.
"But you have to get over your shyness," said Rodriguez.
Granja agreed.
"I think the counselors know what is best for me," said Granja. "Their job is to tell us what to do, but our job is to execute."
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