progressive retention strategies that graduate students
TRANSCRIPT
Xavier University: A Retention Success Story
Adrian A. SchiessExecutive Director for Student Academic Support Services
Xavier University, Cincinnati, Ohio
Brian MikesellV.P. Student Success Solutions, Hobsons
We are in the business of maximizing student success and institutional effectiveness to create the world changers of tomorrow.
About Hobsons
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In 2005, expand into
The Retention Guru in our backyard
Proven methods in need of technology assistance
Perfect partnership – co-creation
XU - Hobsons Retain first customer
Retain: Early Alert, Advising and CRM System
Backdrop
Student Success @Hobsons
Prepare & Orient Plan & Advise Alert & Communicate
Meet other students Message campus
staff Take orientation Continue orientations
Course planning Demand forecasting Advisor messaging Appointments Event scheduling To-do items
Case Management Degree Auditing Course offering
Scheduling
Contact management Automated interventions Communication
campaigns Early alert collection Reporting and analytics
Virtual Orientation AgileGrad Retain
About Xavier University
Private, Catholic, Jesuit University 4-year private, Masters/Selective Located in Cincinnati, Ohio Undergraduate/Graduate population of 6,400 1,050 Freshmen (representing 40 states/12 countries) Academically selective
Average ACT score of 26 Average SAT score of 1,186
Tuition $31,000 per year Alumni Giving Staff
US News And World Report 2012 Edition: America’s Best Colleges
Xavier named Best Universities Master’s (Midwest Region)
#4 in Retention (86%)
#1 in 5-year Graduation Rate (79%)
The Make-up of XU’s Retention EffortThe position and the approach1. PREP (Priority Registration Experience Program)2. Freshman Success Program3. Early Alert (Student Academic Warning System)4. Parents’ Participation Program5. Summer Survey 6. Bursar Hold Initiative7. Special financial assistance programs8. Evaluation process
Xavier’s Initial Retention Goals and Objectives
Retain 90% of full-time freshman cohort Increase student satisfaction Provide an intervention that enlists retention efforts from faculty, other
university personnel, and families Address social, financial, and academic issues Evaluate academic and social success Improve grades Improve persistence Improve graduation rates
RetentionA Dedicated Retention Person Focused on Academic Support
Reports to Executive Director – Student Academic Support Services (SASS) Monitors retention trends and evaluates program results Facilitates problem resolution in the areas of academic, financial, social, and
personal Provides personal attention, service-oriented ombudsman (appointments are not
necessary) Coordinates retention data, reasons for student attrition, monitors graduation
statistics Actively develops new and refined undergraduate student retention programs Monitors academic progress of all undergraduate students
(GPAs, course withdrawals, failed classes, absenteeism)
What it Costs to Lose a Freshmanat Xavier (ROI)
COST PER SEMESTER
TUITION $15,000
ROOM $2,800
BOARD $2,200
FEES $500
$20,500
DISCOUNT 40% OF $20,500 = $8,200 WHICH IS A COST OF $12,300 PER SEMESTER
$1,905
- 762
$1,143 DIFFERENCE PER STUDENT
1050 X 5% = 52 STUDENTS LOST IN 1st SEMESTER
$12,300
x 52 students
$639,600 = 1st SEMESTER LOST REVENUE 998 x 20% = 200 STUDENTS LOST IN 2nd SEMESTER
$12,300
x 200 students
$2,460,000 = 2nd SEMESTER LOST REVENUE
ADMISSION BUDGET ($2,000,000) 1050 FRESHMEN IN THE CLASS
=$1,905 TO RECRUIT A FRESHMAN
RETENTION BUDGET ($800,000)1050 FRESHMEN IN THE CLASS=$762 TO RETAIN A FRESHMAN
AVERAGE ATTRITION FOR SCHOOLS LIKE US IS 25% PER YEAR
52 + 200 = 252 STUDENTS X $12,300 = $3,099,600 LOST REVENUE FOR THE YEAR
IT IS MORE THAN TWO TIMES MORE EXPENSIVE TO RECRUIT A FRESHMAN THAN TO RETAIN ONE
Priority Registration Experience Program (PREP)
Purpose
Locks in the freshman class
Focused on completing fall academic preparation in the summer
Creates a sense of belongingBegins parental involvement (Parents come to PREP) in student academic and social success
- Mid-term grade authorization form
- Supportive environment
Heighten the level of academic expectation for students and parents
Priority Registration Experience Program (PREP)
Objectives for the day
Online placement tests completed and evaluated in mathematics and foreign language
Academic advising – meet your advisor
Schedule fall classes, build a schedule with your academic advisor
Register – lock in your classes for the fall
New students receive their official university ID Card
Freshman Success ProgramThe Office of Admission selects these students and admits them on a conditional basis. These students are from the lower 8% of all admitted freshmen.
The program is designed for the fall semester only
Requirements:
- May not declare a major
- Advised as “undeclared”
- Must take a one credit hour study skills course
- Either mathematics or foreign languagein the first semester, not both
- Limited to 13 credit hours
- Mentored by a graduate assistant from the Office of Student Success and Retention
Results: From Fall of 2010 to Spring of 2011 – 92% matriculation
Early Alert Initiative “Retain” (E-Communication)
Faculty identify attendance and academic problems in fourth week of semester
Retention office receives electronic academic feedback early in fall and spring semesters
Early warning for adjustment problems
Allows time for appropriate intervention
Requires faculty get to know their students early
Follow up contacts made by the Office for Student Success and Retention, Athletic Advising, TRiO, and Academic Advising
Shared information through “Retain”
FRESHMAN FACULTY FEEDBACK FORM (paper copy)
TO: (TEACHER’S NAME IN ALPHABETIC ORDER, WITH ML LOCATION)
FROM: ADRIAN A. SCHIESS, DIRECTOR FOR STUDENT SUCCESS AND RETENTION
This is the Faculty Feedback Form for freshmen. It is an early warning mechanism that helps to identify
students that may be having difficulty adjusting to your class. Listed below are freshmen in the class and
section that you teach. Please mark in the appropriate blocks to indicate any problems at this time. The
Faculty Feedback Form has been very successful in assisting freshmen with their adjustment to college.
The Office of Student Success and Retention and the Academic Advising Center will collaborate to contact
those students who you indicate are showing signs of having academic difficulty. Collegial sharing of this
information allows us to work more closely with you to assist students with academic issues. If you would
like us to follow up with you regarding our contact with a student please indicate this on the form.
Please return all Faculty Feedback Forms within FIVE DAYS to: Adrian A. Schiess, Director for Student
Success and Retention, Alter Hall, Room 103, ML 3111. We encourage faculty to make comments on
this form concerning any other adjustment issues.
FRESHMAN FACULTY FEEDBACK FORM (paper copy)
FALL 05 COMM 101-25 ORAL COMMUNICATION
STUDENT'S NAME ATTENDING CLASS? GRADE AT THIS TIME
Smith, Joe Yes___ No___ GRADE ____
Johnson, Nikki Yes___ No___ GRADE ____
Miracle, Paul Yes___ No___ GRADE ____
Jones, Davy Yes___ No___ GRADE ____
Preston, Bill Yes___ No___ GRADE ____
Research, John Yes___ No___ GRADE ____
COMMENTS: Please feel free to use this space to add comments related to the need for tutoring, observed changes in
demeanor (anxiety, aggression, depression) or to expand on the feedback provided above.
Faculty Intervention The Results
• Student is sent an automated email immediately after faculty submits feedback
• Results from the Faculty Feedback are automatically sent to the Retention Office
• Automated reminder to faculty who have not responded • Office of Retention immediately contacts the student via phone
and/or email • Intervention via online Faculty Feedback is 2-3 weeks faster than
previous paper version
RESULTS – 28% increase in faculty participation
Family Educational Rights and Privacy Act (FERPA)
Obtain consent at PREP to release student information (mid-term grades go home to freshman parents)
Parental notification of academic, medical and personal student information
Student releases required for information to go to parents
Parents Participation ProgramMethods:
Three written contacts each semesterEstablished an 800 number for parentsMid-term grades sent home to parents
Parent card
Results:
Uncovered student needs by talking with parents – information bonanza!
Established good communication with parents, makes them feel comfortable in calling
Associate Director for Student Success and Retention, Advising Center, Athletic Advising, and Learning Assistance Center work closely together, and then follow up to solve problems
Survey sent to parents during the first three days of the 1st semester of the student’s freshman year
Parents ask students questions and PHONE IN if they are worried about their student’s responses.
Sample questions:Can you name four friends that you have at Xavier?
Do you have at least one activity that you are participating in at Xavier?
Have you set a goal for your GPA at the end of the first semester?
Parent Participation Program Freshman Adjustment Survey
From Paper to e-Communication
2005 Results - Sent to 765 parents
25 parents called in results (3%)
25 interventions (3%)
2010 Results - Sent to 1037 parents
207 took survey (20%)
127 interventions (13%)
Summer SurveyPurpose:
To identify students at risk for not returning for the next fall semester and provide intervention before it’s too late!
Electronic survey sent to all students in the last week of May
Designed to identify retention issues for rising
Summer Survey The Results
RESULTS DOUBLED!
• 2005 - Sent paper Summer Survey to 812 rising sophomores
- We had 185 sophomores respond to the Summer Survey (23%)
• 2010 – Sent electronic version of Summer Survey to 820 rising sophomores
- We had 365 students respond to the Summer Survey (44%)
Note: Summer Survey is now also sent to rising juniors and seniors
Summer Survey
Planning on returning to Xavier in the Fall?
10 37
385 89.12%
2.31% 8.56%
0
50
100
150
200
250
300
350
400
450
Definitely Definitely Not Probably
Process improvements:• Quick distribution of survey
via e-mail• Made submitting results
easier - online• Immediate identification of
at-risk students – no waiting for paper information to be returned
Financial Assistance ProgramsEnrollment Services Retention Grants ($565,000)
Awarded to upperclassmen who file the FAFSAAre in good academic standingShow financial need/possibly impacting return to Xavier$200,000 new grants awarded per year
Summer School Grants ($65,000)Awarded to upperclassmen who file the FAFSAShow financial needDollars awarded based on credit hours taken(averages $300 per student per course)Helps students regain academic scholarships, financial aid eligibility and keeps students academically aligned toward graduation
Bursar Hold Initiative Developed list of undergraduate students who
owe the university an amount of money from a previous semester and are unable to register
E-Communication with students to determine reason for non-payment
Work with financial aid to resolve payment issues
Increase students’ financial aid with loans or grants
Match registered students to non-registered students after Priority Registration is completed
Review and evaluate students who are removed from delinquent list
Set dollar threshold (e.g., $500) for students to be able to register
Bursar Hold Initiative• 2005 Results – no means of tracking results• 2009 & 2011 Results (undergrad only)
SPRING 2009 FALL 2011
Start:7/1/09
Update: 7/5/09
Start:10/15/11
Update:1/19/12
Students with Bursar Holds
96 43 687 89
Total Bursar Hold Amount ($)
$542,866 $222,400 $2,355,000 $305,000
Total Amount Collected ($)
$320,466 $2,050,000
Retain and the Changes (a summary)
2006: Faculty feedback developed
Freshman parent adjustment survey sent out
Mid-term grades sent home to parents
2007: Bursar Hold: Letters sent to those who cannot register
2008: Letter Writing Campaigns
Summer school letters to all undergraduates
Freshman parent adjustment survey
Freshman parent letter beginning of each semester
2009: Consolidated four different early warning notifications under Retain (Retention, Athletics, Advising, TRiO)
2010: Integrated “Retain” with Banner
All academic advisors can now see remarks of visits with Retention Office, Athletic Advising, and TRiO Program
2011: Retain now campus wide
2012: Virtual orientation, Case Management and AgileGrad
Xavier Retention Program Evaluation
Number and percentage of students retained by cohort (fall to fall)
Graduation rate Number of students in Freshman Success Program who
return for fall classes Number of mid-term grade indicators, (GPA below 2.0,
number of class withdrawals, grades of F), compared to final grade indicators
Number of student visits to the Student Success and Retention Office
Number of parental responses from parent survey Number of Faculty Feedback Forms returned Dollars committed for Summer Grant Program and
Enrollment Services Grant Program Number of students whose academic scholarship or financial
aid has been restored
Summary of Success Remarkable first-year results
Early and quick identification of a larger population of at-risk students
Outstanding revenue rewards
High Tech = High Touch
Increased student service and satisfaction
Forecasted 90% retention rate for Fall 2011
Forecasted 72%-Hit 71% 4-year graduation rate - 2% increase from previous year
Increased engagement of faculty in identifying and mentoring at-risk students
Increased FERPA-approved parental interaction to 99%
QUESTIONS?
Hobsons’ Student Success Suite
AgileGrad
Retain
Virtual Orientat
ion
Student Success Officers(Communicate and Alert)
Advisors, Coaches, Faculty, Financial
Aid, Tutoring(Plan and Advise)
Orientation Staff(Prepare and Orient)
Virtual Orientation
What issues are students facing?
High level of anxiety pre-arrival Potential doubt around school choice Absorbing lots of new information Hungry to know what campus will be like
Benefits of Virtual Orientation
Make students feel comfortable, welcome and appreciated resulting in a rise in overall retention rates
Measure your program effectiveness by monitoring and testing student progress
Customize modules to meet the needs of your institution
Easily integrate with your current communication system including Hobsons Retain & Connect solutions
Demonstrate your school’s desire to work with students on their schedule, offering online orientation 24/7
Increase in-person orientation participation due to online excitement
Build a more connected community of students
AgileGrad
Easy to use, one click technology that allows students and advisors to create student-specific degree based roadmaps to graduation.
Benefits of AgileGrad
Allows advisors and students to review, alter and monitor student course load & path to graduation based on degree.
Aids students in making crucial decisions pertaining to course selection
Provides school with accurate curriculum and class forecasting
Equips advisors with detailed information to help students make informed decisions
Encourages student retention by providing a clear path to graduation
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Hobsons’ RetainTM is an early alert and student retention CRM solution crucial to supporting an institution’s student success strategies.
Retain
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Ensure cross-campus collaboration
by centralizing execution strategies.
Monitor student activity and notify advisors
if there is an issue with a student.
Give you the tools to proactively flag
and target at-risk students.
Allow student success advisors to
intervene and connect with at-risk
students.
Use innovative tools and technology
to keep students and faculty up to date
on activities, alerts, and campus-wide
initiatives.
Benefits of Retain
PartnershipsNoel Levitz
strengthen existing partnership
RMS+ (student assessments, predictive modeling and retention audits)
Contacts
Adrian A. [email protected] Director for Student Academic Support Services Xavier University, Cincinnati, Ohio
Brian [email protected]. Student Success Solutions, Hobsons