A Strategic Outreach and Intervention Plan An idea, a design and a guide for implementation. Learn how to improve student success through directed support.

Start to Finish: Resourcefulness not resources A shift from reactive to proactive: The Why? Building the structure (measurement, melt, and #’s): The What? The Who? The How? The Journey Change!

The Why? Increase Decrease persistence, retention and completion credits completed end of 1st term, 2nd term, etc. appropriate pace and consistent progress student satisfaction ownership of supported tasks associated with student success Decrease total credits earned over credits required for program completion gaps in enrollment ambiguity of responsibility/accountability default rates back-outs class cancellations

The What? WHAT … is important to you? … is important that your students do? … is important that your students know? … are your barriers to student success? … are your current reactive responses? … do you want to measure?

The Who? WHO … are the most appropriate people to perform outreach? No one person (or department) should be off limits. Business Office Records and Registration Financial Aid Advising (Student Success Navigators) Front line Center for Student Success Special populations (TRiO, JMG, American Honors, and Veterans)

The how? How How formula: support your how … are “the who” going to outreach (in-person, phone, e-mail, text, other or multiple) … provides an opportunity to build a trusting relationship with a student (or diminish it) How formula: support your how How much available time does “the who” have (total time) compared to how much time “the how” outreach task takes to complete (how time) = + or - = assign/reassign/change “the how” TT (total time) - HT (how time) = (+ or -) = A/R/C

The how? Total Time Calculate Total Time - Example: Jackson College Student Success Navigator 40 Hour Work Week – No Overtime and with Orientation Time Commitments = Subtractions Admin Time: 1 hour a day x 5 days = 5 hours a week Breaks: .5 hours a day x 5 days = 2.5 hours a week Orientation: 4 hours a week Standard Meetings: 2 x .5 +1 x 1 = 2 hours a week Closed Friday Mornings 8 to 10: 2 hours a week Total Time Commitments: (5 + 2.5 + 4 + 2 + 2) = 15.5 Total Time = 40 – 15.5 = 24.5 Hours available to complete “the how” Unaccounted for dumping = variable hours

How? How Time Calculation (turn students into minutes): Calculate How Time - Example: Call Campaign – Balance Calls 2000 students owe a balance Do not have pending aid Do not have payment plan in place Will be backed out of classes Average call length (average capture rate of reached students 25%) Average call length for voicemail or did not reach student (3 minutes) 75% Average call length for reached student (5 minutes) 25% Calculation (turn students into minutes): (2000 x .75 x 3) + (2000 x .25 x 5)= 4500 did not reach + 2500 reached = 7000 Minutes for one Cycle 7000 minutes / 60 minutes in an hour = 116.66 = 117 Hours for Call Campaign 117 hours / 10 employees = 11.7 hours per person Time line is 2 weeks = 11.7 hours / 2 weeks = 5.85 hours a week *May divide up in anyway given individuals availability

How? Formula Recap How formula: support your how How much available time does “the who” have (total time) compared to how much time “the how” outreach task takes to complete (how time) = + or - = assign/reassign/change “the how” TT (total time) - HT (how time) = (+ or -) = A/R/C If you don’t have time to complete the “how” with all the “who.” Change the “how” Example: Not enough available ability to do a call campaign (determined proactive outreach is still necessary): switch to text, email or snail mail. Reassess total time. Prioritize your “what”, “who” and “how”

The Message Combining efforts Always have a positive feature to the outreach Owe a balance – How are classes going (be specific: how is Math going), etc. Usually requires additional research Develop a script for the introduction / let the conversation flow Melt Where are your handoffs? Jackson College Examples: Navigator Calls for Balance (cannot take payment) Navigator New Student Orientation Prep Work Calls Multiple outreaches at once If x and y then z Failed One Class (X) and Specific Student Org (Y) = Phone call Student Org Representative Below 2.0 (X) and 1 DE course (Y) = Email about Support Services

CHANGE

CHange

Know your numbers What are the historical numbers and where do you want to end up Breakdown data as far as you can go Example: FL to FL retention Subgroups: FTIAC, Transfer, Full Time, Part Time, etc. Tracking Mechanism As simple as an Excel spreadsheet or as detailed as a multi-layered data pull Jackson College uses Retention Alert for our mandatory contacts Internal note system for all other contacts Hard copies to me

Maximizing Efficiency and effectiveness by doing what is best not what is easiest

Thank you Nathan Venske JACKSON COLLEGE ASSISTANT DEAN STUDENT SERVICES venskenathan@jccmi.edu Office: 517 796 8499