ASSIST - Academic Student Support Intervention for Success and Transition

Overview

ASSIST (Academic Student Support Intervention for Success and Transition) was identified during the 2016 Summer Retention Task Force as a critical tool for student retention that should be used more widely across campus. This initiative, led by Enrollment Management and implemented through Academic Advising and Educational Success Center, was undertaken during the summer with plans of launching a new platform and management team for the Fall 2016 term.

ASSIST is a tool used by faculty, instructional staff, adjunct, and other teaching staff to inform professional academic advisors about students who may need additional support. Faculty, instructional staff, adjunct, and other teaching staff may access this tool by logging in to their e-Hive, opening their course roster, and clicking on the yellow yield sign with an exclamation point in the center next to the name of the student they are concerned about. This will open a new page where information about student progress may be submitted. This will generate an alert that will be received by the student's professional academic advisor. Professional advisors in the Center for Academic Advising, Educational Success Center, Student Support Services, or in academic departments (Teacher Education, for instance) follow up on these alerts by reaching out to students and offering additional support.

Caution symbol

ASSIST is designed to be a collaborative tool that aides in communication between students, academic advisors, and faculty. All faculty, instructional staff, adjunct, and other teaching staff, professional and faculty advisors, and Educational Success Center and Student Support Services advisors, have an ASSIST Case link on their e-Hive main page. Similar to the Faculty Center and Advisor Center, this link leads to a list of students for whom alerts have been made and assigned. Faculty can see all alerts they made. Advisors can see all alerts assigned to them. Both faculty and advisors can monitor the progress of the alert from this page (who has been assigned, what action has been taken, is the case open or closed, etc.).

Roles

Professional Academic Advisors: Respond to alerts for primary and secondary advisees

Educational Success Center Staff: Respond to alerts for BRIDGE and Student Support Services advisees

Faculty, Instructional Staff, Adjuncts, and other teaching professionals: Create alerts for students who require intervention

 **For now, only teaching staff may create alerts and only advisors and Educational Success Center staff will be receiving alerts. There are plans to explore an option for student service staff to create alerts.

Assessment and Evaluation

User feedback is incredibly important to the success of ASSIST. Faculty and advising staff were critical in the development of the new system and the Chancellor, Provost, Deans, and VCEM are all invested in the success of this critical retention tool. Your ongoing feedback is an important part of this roll-out.

The Pilot has been monitored closely by the management team. Please send your questions or concerns to a member of this team as they arise. Additionally, the pilot will be formally assessed at the end of the term. Faculty will be invited to provide feedback using a Qualtrics survey and an open forum will be held for faculty and advisors to share feedback directly with the management team and Technology Services.

Members of the Summer Retention Task Force ASSIST Subgroup will reconvene to begin planning for the implementation of phase two based on the feedback and suggestions received during the pilot.

Management will develop an annual report with statistics and other information about the success of the program. There will also be another survey for faculty and advisors to share year-end feedback.

Process

Caution symbol 

An alert is initiated by faculty, instructional staff, adjunct, or other teaching professional in E-Hive using the triangle "!" button in their advising or class roster.

Teaching professionals have the option to request updates via e-mail as the status of the alert changes when case managers follow-up with students.

The alert is assigned to a professional advisor ("case manager") in the Center for Academic Advising or Educational Success Center. An email is generated to the assigned case manager to notify them about a new alert, and is loaded into the case manager's alert queue within E-Hive.

  • If the alert is inappropriately assigned, the case manager should contact the Director of Academic Advising as soon as possible for re-assignment of the alert.

The case manager reaches out to the student via university e-mail address and phone using contact information provided in E-Hive.

  • In situations where the safety and wellbeing of the student or others is compromised, the case manager should call Campus Safety or local emergency services (911). The Dean of Students should also be notified.

Three attempts (e-mail and phone call) are made to reach out to the student, and each attempt is noted as an action item in the alert. The case manager should also follow up with the advisor or instructor to get additional, evidence-based information by asking "how" and "why" questions.

  • The first attempt is made as soon as possible after the alert is assigned. The second attempt should be made three days after the first attempt. The third attempt should be made one week after the alert was assigned as a final effort.
  • Upon successful contact, the case manager updates the alert to include the action that was taken with the student (meeting set up, meeting completed, referral made, no action needed, etc.) If the alert has been resolved, the case manager closes the alert.
  • If contact is not made after three attempts, the case manager should report the non-contact to the Director of Academic Advising to bring to the Dean's Counsel for any additional follow-up to be done by the Dean of Students Office. The case manager should then close the alert.

All meaningful interactions with students (appointments, phone conferences, e-mails, etc.) will be logged in PeopleSoft Advisor Notes so that both faculty advisors and professional advisors can track communication with their shared advisees.

Training Opportunities

Training is available as needed. Please contact the Center for Academic Advising to schedule a 15-20 minute training session for you or your unit.

Management Team

Vice Chancellor of Enrollment Management:

Cabinet reports, long term planning, oversight of directors

Director of Academic Advising, Career Services, and Educational Success Center: Weekly system monitoring, semester-to-semester reporting, annual reporting, troubleshooting, oversight of professional advisors.

Assistant Director of Educational Support Services/Director of Student Support Services: Weekly system monitoring, semester-to-semester reporting, annual reporting, troubleshooting, oversight of Educational Success Center staff.