Win, Lose, or Withdraw: Help Your Students Make SMART-er Decisions

Ann ElinskiAssistant Director, Wayne State Universityaelinski@wayne.edu@aelinski

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Agenda

• Our Former Withdrawal Process• The Enhanced Withdrawal Process• Evaluation and changes since implementation• Our plan to measure success

Introduction

• Wayne State University is a nationally recognized metropolitan research institution located in Midtown Detroit

• Over 28,000 students annually• Three semesters per academic year• Withdrawals have a direct impact on graduation rates• In Fall 2012, 2832 students withdrew from over 4000

classes.• This resulted in over $4,000,000 in lost tuition (of which

the majority was loans) and over 12,000 lost credits

Log in to Self-Service Click on “Withdraw from Course” Select the course to withdraw Provide a reason Submit

Workflow sends a request to the faculty member to make a decision

Withdrawing was easy! Select a course, then submit!Our Former Withdrawal Process

Withdrawing was too easy Often, there would be no interaction with anyone at the

university after a withdrawal was submitted Students were notified of the financial consequences of

course withdrawals when they received a bill and e-mail for a Return to Title IV funds

No explanation was given to tell students the reason funds were returned causing angry calls

Faults in the previous process

Enrollment Management came together to ask ourselves a few questions:• Can we communication the hazards of withdrawing in a better

way?• Do students realize the consequences of course withdrawals?

Can we make the effort to tell them?• Can we personalize the information for each student?• Can we offer students alternatives, options and resources?• Can we interrupt the withdrawal chain in the system to require

a conversation with Enrollment Management Specialists?

We got curious….

• Students choose to complete a SMART Check session Online or In-Person using a Form Assembly web form

• Salesforce Reports are generated daily to indicate which students have complete the Online and In-Person sessions

• Specialists enter SMART Check decisions into a system called STARS

• Results are shared real-time on the Salesforce Contact Record

The Enhanced Withdrawal Process

• SMART Check is a way to talk with students about the consequences of withdrawing from courses.

• Students learn how withdrawing from a course will specifically impact them both academically and financially

• Students are offered campus resources to help them achieve their academic goals

• Each session delivers personalized information to help students make an educated choice about their proposed withdrawal

• Our professional students are exempt from the SMART Check process, as there are “stop-gaps” in place in their programs

What is a SMART Check?

S - SAP Withdrawingwillaffect SatisfactoryAcademic Progress(SAP),jeopardizingfinancialaidinfutureterms.

M - Money Withdrawingdoesnotcanceltuitionorfees. Youarestillchargedforcoursesfromwhichyouwithdraw.

A- Academic Record Coursewithdrawalsappearonyour academic record andmayaffectgraduate&careeropportunities.

R - Repay Ifyouwithdraw,youmayberequiredto repaya portionofyouraid backtotheuniversity.

T - TimetoDegree Withdrawingextendsthetimeandcostofyourdegree.

What is covered in a SMART Check?

• There are two methods to complete a SMART Check

• In Person • Online

• The online version takes the burden off of the front counter staff, and allows students to complete the session if they cannot come to campus during business hours

How do students complete SMART Checks?

• A student signs in at our Information Desk with a visit topic of SMART Check.

• The Walk-In Monitor shows their name and Maximum Wait Time

In-Person SMART Check

• Form Assembly forms eliminate the need for a person to touch, scan index and process a paper form.

• This has created a more efficient process that saves staff time and money

• We have 2 years of data on paper forms which cannot be easily used to gather information

• We store the forms so a PDF or printout can be generated if needed

In-Person SMART Check

• A Specialist sits down with each student to go over the areas on the form in detail using the students actual account informationo Information entered into the form is updated to the Salesforce

contact record in real time• Recommended action steps, acknowledgements and session

notes are typed into the form• The student then makes a choice to:o Rescind his/her decision to withdrawalo Keep some of his/her courseso Continue with the full withdrawal

In-Person Smart Check

In-Person SMART Check Response Form

• The student will receive an immediate confirmation email that his/her session is complete and a link to the highlights of the session.

• Students also receive a list of what they agreed to during the session.

In-Person SMART Check Email Confirmation

Online SMART Check

Online SMART Check• Providesrealtimefeedbackinthesessionwithconditionalrules

• Reinforcedeadlineswithanacknowledgementstatement

Online SMART Check• Allowstudentstorequestacallbacktodiscusstheir

decisionsiftheyareunsure

Online SMART Check

• Provideaclearindicatorthatthesessioniscompletewithawrapsummaryofthesessionhighlights

Automatic case creation

• WhenastudentasksforacallbackontheirSMARTCheck,acaseisautomaticallycreatedintheStudentServiceCenterManagementQueue

Contact Record Summary of Session

• RealtimeupdatestotheSalesforceContactRecord

Evaluation and changes since implementation

• Fully in-person SMART Check sessions were not a sustainable model for Wayne State

• Student Service Center has 12 full time staff and 3 Management staff

• The first 2 semesters we had assistance from Management in other offices to complete the SMART Check sessions during busy periods

• Wait times often exceeded 1 hour at the end of the withdrawal period

Evaluation and changes since implementation

• We have students in all online or night courses which necessitated the creation of the Online SMART Check course

• Created notifications emails to keep students informed• Changed the initial SMART Check messaging to promote the

Online SMART Check option to all students• Allowed opportunities for students to request assistance from

a staff member in the online session• We email SMART Check reports to interested parties daily

What did our students think about this new process?Fall 2013 we asked students to tell us about their SMART Check Sessions

What did our students think about this new process?Fall 2013 we asked students to tell us about their SMART Check Sessions

Our plan to measure success

TotalSMARTChecksCompleted

Summer2013(Pilot) 93Fall2013 1,548

Winter2014 1,528

Spring/Summer2014 483

Fall2014 1,530Winter2015 1,350Spring/Summer2015 429

6,961

Many factors will be used to gauge the success of this program1. Over the period of study,

have total number of withdrawn courses been reduced?

2. Has there been a reduction in the number of students/course withdrawals?

3. Has the total dollar amount of our Return to Title IV decreased?

4. Are we decreasing the number of SMART Checks which have expired?

What next?• Get to know our students who are withdrawing based on data

collected this year• Form assembly went live in spring 2015 we are seeing the

majority of our withdrawals from students in good academic standing

• These good students have outstanding balances• Now we are curious, we will start looking at semester over

semester data for patterns• We plan to develop targeted messages/campaigns to

students based on our results

Tips:• Get curious about your data• Automate forms to increase office efficiency and allow staff to

take the time they need with students• We lost 2 years of data by using paper forms

• Data is powerful, use it when you talk to executive management to back up your findings

• Be prepared for unexpected results• Think about scalable solutions

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