Student Success Team

Student Success team creates and measures retention benchmarks.

Meets monthly to be on the same page and communicate united message front.  Asks these questions every month: 

1. Where is our retention rate?
2. What have we done to assist retention this month?
3.  How can we help each other?
4.  What is our message for the month?

Other Objectives:

  • Gain updates on the 25 First Time/Full Time students
  • What obstacles are there for student success?
  • Are we dealing with same people?
  • Are we moving forward to benchmarks?
  • How can we assist faculty?  
  • Are there significant number of students struggling with our developmental math classes?
  • Touch point process.  Student walks in the door.  How many times has that student been engaged?
  • If we fail, we are dropping the ball in helping students fulfill their life calling.  We are not holding them accountable.
  • Would love to have a plan for every prospect until graduation
  1. Student success “managers” have a lot to learn from the practices that admissions offices have used for years. Retention is re-yielding the class term after term; therefore, an accumulation of re-yields leads to graduation and completion outcomes.
  2. The relationship management model used at the top of the funnel is very similar for student retention and is many times referred to as the communication plan/flow by admissions officers.  In student success relationship management, we attempt to manage milestone achievement throughout the student lifecycle (pathways to completion) and we call our communication plan/flow names like orientation, academic advising, and degree planning.
  3. Need to be recruiting Bachelor & MA grads to move along to Doctorate programs
  4. Each touch point of retention has someone responsible.
  5. Need a 30,000 view of why we are doing what we are doing in our individual jobs (calling, advising, emailing, etc.) to help overall goals.
  6. This would then help approve everyone’s job.
  7. Important to document these activities.

    –Check point for each process

    –As students are handed off to each department, there is waste involved.

  8. Our job is quality control→ communicating to students from semester to the next. What is ONE thing we do to get students from one semester to the next?
  9. Most important thing is we need to develop a repeatable process. What is our end goal and where do we want to be?
  10. Life Cycle of the student is very important. Allows us to identify what is NOT working so we can eliminate it.
  11. Our objective—How to Keep a student from one semester to the next.
  12. Students enter distinct graduation or completion pathways which have milestones which must be achieved to maintain momentum.
  13. These milestones and associated measures require us to enact student success relationship management approaches (strategies, action plans) during intake, year one, and beyond, in order to re-yield the class, term after term until graduation occurs (key performance indicators).


Our Student Success Team’s focus would be

between these points:


FSU for example had great success taking advantage of the use of volunteer “Life Coaches” from their alumni. Great way to engage our alumni around the world to encourage our online students.

Notice the difference of each additional tool for retention and how it assisted the growth of retention. “Mapping” involved counseling the students and assisting them in mapping their degree track. “Student Contact” involved student peer calling them via student workers. ACE—center for academic development focused on assisting minority students.

ROI example—break down the Retention / Student Success team’s success in terms of Return on Investment of the university’s money and resources. Measure added value back to the university by each team member.