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

2. 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!

3. 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

4. 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?

5. 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)

6. The how? How How formula: support your how
… are “the who” going to outreach (in-person, phone, , 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

7. 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 x 1 = 2 hours a week
Closed Friday Mornings 8 to 10: 2 hours a week
Total Time Commitments: ( ) = 15.5
Total Time = 40 – 15.5 = 24.5 Hours available to complete “the how”
Unaccounted for dumping = variable hours

8. 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 voic 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 reached = 7000 Minutes for one Cycle
7000 minutes / 60 minutes in an hour = = 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

9. 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, or snail mail.
Reassess total time. Prioritize your “what”, “who” and “how”

10. 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) = about Support Services

11. CHANGE

14. CHange

17. 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

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

19. Thank you Nathan Venske JACKSON COLLEGE
ASSISTANT DEAN STUDENT SERVICES
Office: