Student Success Management · 31/07/2018 · ©2017 EAB Global, Inc. •All Rights Reserved....

©2017 EAB Global, Inc. • All Rights Reserved. • eab.com

Student Success ManagementA Special Presentation on Enrollment and Student Success

https://www.eab.com/


2

WELCOME

Ed VenitManaging Director

[email protected]

Follow me on Twitter

@HigherEdVenit


mailto:[email protected]


3

A True Perspective on Outcomes Demands a New Set of Success Metrics

Source: Shapiro D, et al., “Completing College: A National View of Student Attainment Rates – Fall 2010 Cohort (Signature Report No. 12)” National Student Clearinghouse Research Center (2016); Federal Reserve Bank of NY: https://www.newyorkfed.org/research/college-labor-

market/college-labor-market_underemployment_rates.html#; EAB interviews and analysis

What Actually Happens to Our Students?

22Drop out of college

35Graduate and are working a job requiring a BA by age 27

33Earn an associate’s 28

Graduate but are underemployed

Graduate more students…

…in less time, at lower cost…

…with betterpost-grad outcomes…

For Every 100 Students Who Start a Bachelor’s Degree…

…to deliver a betterReturn on Education

12Still enrolled after six years

Our new student success mandate:


https://www.newyorkfed.org/research/college-labor-market/college-labor-market_underemployment_rates.html


ROAD MAP4

1 The Economic Case for Student Success

2 Student Success Management

3 The ROI of Student Success



5

State Funding Remains Below Pre-Recession Levels in Most States

A Tough Funding Environment

Source: Center for Budget and Policy Priorities https://www.cbpp.org/research/state-budget-and-tax/funding-down-tuition-up.

Change in State Spending Per Student, 2008-2016Inflation adjusted

-0.6

%

-3.2

%

-5.3

%

-5.8

%

-6.4

%

-8.1

%

-8.3

%

-8.4

%

-9.8

%

-10.9

%

-13.7

%

-14.8

%

-14.9

%

-14.9

%

-15.2

%

-15.8

%

-16.2

%

-17.2

%

-18.0

%

-19.8

%

-20.0

%

-20.1

%

-20.9

%

-21.1

%

-21.6

%

-21.7

%

-21.7

%

-21.7

%

-22.0

%

-22.2

%

-22.5

%

-22.7

%

-23.2

%

-23.6

%

-28.1

%

-28.8

%

-29.6

%

-30.1

%

-30.8

%

-32.0

%

-33.3

%

-36.2

%

-37.0

%

-39.1

%

-54.0

%

-55.6

%

Ala

ska

Califo

rnia

Nebra

ska

India

na

New

York

Main

e

Mary

land

Colo

rado

Ark

ansas

Connecticut

Uta

h

Min

nesota

South

Dakota

Haw

aii

Ohio

Massachusett

s

Verm

ont

Texas

Tennessee

Georg

ia

Washin

gto

n

Nort

h C

aro

lina

Mic

hig

an

Mis

sis

sip

pi

Rhode I

sla

nd

Ore

gon

Iow

a

Okla

hom

a

Kansas

Mis

souri

Virgin

ia

Flo

rida

New

Jers

ey

West

Virgin

ia

Nevada

Dela

ware

New

Mexic

o

New

Ham

pshire

Idaho

Kentu

cky

Pennsylv

ania

Ala

bam

a

South

Caro

lina

Louis

iana

Illinois

Arizona

46.0

%

21.0

%

3.3

%

1.8

%

Nort

h D

akota

Wyom

ing

Wis

consin

Monta

na



6

recession

5.5

6.0

6.5

7.0

7.5

2006 2007 2008 2009 2010 2011 2012 2013 2014 2015 2016

Community College Enrollments Now Below Pre-Recession Levels

Declines No Longer a “Post-Recession” Story

Sources: NCES Digest; “Trends in College Pricing”, College Board

Fall Enrollments in Public 2-Year Colleges, in Millions

Enrollment Declines Haven’t Slowed Since Recession

Tuition Increases Attempt—But Fail—to Compensate for Enrollment Declines

Increase in tuition and fees since 201032% $166M Decline in tuition-based

revenue since 2010

6%lower than 2006



7

Dearth of Recession-Era Births To Take Drastic Toll on Regional Enrollments

State Systems to Bear the Brunt

Source: Grawe, Demographics and the Demand for Higher Education, 2018; EAB analysis

Projections for College-Going 18-year-olds, by Segment

Heading Toward a Cliff

-15%

-10%

-5%

0%

5%

10%

15%

20%

25%

2013 2015 2017 2019 2021 2023 2025 2027 2029

Two-Year Regional Four-Year National Four-Year Elite Four-Year



8

0

50

100

Jan-04 Jan-08 Jan-12 Jan-16

0

50

100

Jan-04 Jan-08 Jan-12 Jan-16

Public Skepticism Rising as Students Pay More but Don’t Get Better Returns

A Growing Crisis of Confidence

Source: Google Trends search “Is college worth it”; Federal Reserve Bank of NY: https://www.newyorkfed.org/research/college-labor-market/college-labor-market_underemployment_rates.html#;

https://ticas.org/sites/default/files/pub_files/classof2014.pdf; EAB interviews and analysis;.

42%46%

2004 2014

Underemployment for

Recent Grads (22-27)

$18,550

$28,950

2004 2014

Average Student

Debt at Graduation

“Is College Worth It?”Google Trends 2004-2016


https://www.newyorkfed.org/research/college-labor-market/college-labor-market_underemployment_rates.html


9

High School Grads Stagnant or Declining in Most Major Population Centers

Source: Western Interstate Commission for Higher Education, Knocking at the College Door: Projections of High School Graduates, 2016, http:www.wiche.edu/knocking; EAB interviews and analysis.

Many Regions Hit Harder than Others

Pacific

Coast

-3%

Great

Plains

+5%Midwest

-9%

New

England

-10%

Mid

Atlantic

-4%

South

0%Texas

+14%

Mountain

West

+11%

Change in High School Graduates, 2013-2023Size of Circle Represents Total Number of Graduates



10

Gen Z Has a Very Positive Perception of Community Colleges

Source: New America, Varying Degrees,https://www.newamerica.org/in-depth/varying-degrees/; EAB interviews and analysis.

A Light at the End of the Tunnel?83%

85%

84%

83

%

Boom

ers

Gen X

Gen Y

Gen Z

Contribute

to a Strong Workforce

82%

82%

83%

85

%

Boom

ers

Gen X

Gen Y

Gen Z

Are Worth

the Cost

81%

82%

78% 8

5%

Boom

ers

Gen X

Gen Y

Gen Z

Prepare

People to Be Successful

60%

63%

65%

75

%

Boom

ers

Gen X

Gen Y

Gen Z

Are for People

in My Situation

66%

58%

59%

71

%

Boom

ers

Gen X

Gen Y

Gen Z

Always

Put Their Students First



11

Start College at a Two-Year and Complete a BA/BS at Lower Cost

Selling to Gen Z



12

Source: Shapiro D, et al., “Completing College: A National View of Student Attainment Rates – Fall 2010 Cohort (Signature Report No. 12)”; https://www.insidehighered.com/news/2015/06/08/two-year-transfers-are-finding-not-all-their-credits-go-them

EAB interviews and analysis.

Deviation and Credit Accumulation Cost Students More Time and Money

The Hidden Costs of 2+2

Earning Excess Credits

Failing to Transfer Earning Nontransferable Credits

Dropping Out

61%of students do not obtain an associate degree within 6 years of enrollment

69% of the students who intended to transfer do not do so successfully

13 credits Average number of excess credits earned by community college students

1

4

2

3

12 credits Average number of non-transferable credits earned by community college students

How the Dream of a Cheaper Path to a BA Falls Apart


https://www.insidehighered.com/news/2015/06/08/two-year-transfers-are-finding-not-all-their-credits-go-them


13

Even Well-Articulated Systems Aren’t Operating Efficiently

Source: Belfield C, et al., “Is It Really Cheaper to Start at a Community College? The Consequences of Inefficient Transfer for Community College Students Seeking Bachelor’s Degrees.” https://ccrc.tc.columbia.edu/publications/really-cheaper-start-at-community-college-consequences-inefficient-transfer.html; EAB interviews and analysis.

A Tale of Two States

CCRC Report: “Is It Really Cheaper to Start at a Community College?” (2017)

Alpha System

• 10+ community colleges

• Moderately strong articulation

• Major-specific pathways

Omega System

• 30+ community colleges

• Weak articulation

• No pathways

Odds of Cost Savings

Average Savings

57.3%

36.1%

$1,230

-$2,400


https://ccrc.tc.columbia.edu/publications/really-cheaper-start-at-community-college-consequences-inefficient-transfer.html


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Bridging System and Institutional Informational Gaps to Ensure Student Success Across The Higher Ed Lifecycle

A More Complete Network

Transfer

Two-Year

Four-Year

High School Employment

Houston Ecosystem

Student Success Management System

• Guided Onboarding

• Intelligent Risk Analytics

• Student Pathways

• Communication and Tracking Tools

• Academic Planning

• Executive Dashboards

Transfer Policies and Tools

• Automated Credit Articulation

• Clarity on Progress to Degree and Cost

• Simplified Application Process

• Major and Career Exploration



ROAD MAP15






16

In the Most Basic Terms…

What Would a Customer Orientation Look Like?

Eliminate

Stupid things that universities do to

students

Mitigate

Stupid things that students do to

themselves



17

Redesigning Advising to Give Each Student the Support They Need

Equity-Based Advising

Moderate Risk

High Risk

Low Risk

Advis

or

effort

Scalable Advising

• Academic maps for each major

• UH in 4 campaign

• In-semester mobile nudges

High-Touch Coordinated Care

• Academic support programs

• Coordinated care network

Proactive Monitoring

• Proactive communication

• Registration campaigns

• Resource connections

U of Houston’s Strategy



18

Moving Beyond Registration to Put Student Success at the Core

A New Focus Requires a New Mindset

Source: EAB interviews and analysis.

Student SuccessEarly alert responseCase management

How Many Advisors View Their Role…

Student success often seen by advisors as an add-on responsibility to registration

SpecializationsFirst-year seminarsPersonal counselingFinancial advisingCareer advising

Academic Planning

Course planningMajor guidance

Student Success

Academic Performance

…And How That Role is Evolving

Advisors increasingly asked to play many roles, with student success at the center

Academic Planning

FinancialWell-Being

Engagement



19

Increasingly, Schools Using Real-Time Data to Drive Faster Results

Speeding Up Innovation and Progress


Our Innovation Cycle Takes a Full Year

Real-time data speeds innovation

Real-Time Data You May Already Track

• Next-term enrollment

• Student contacts

• Response rates

• Advising notes

• Financial aid

• Registration holds

• Appointments

• Course registrations

• Degree plans on file

• Graduation applications

• Progress reports

• Instructor response rate

• Open alerts

• Closed alerts

• Referrals

Initiative Launched

Impact Assessed

ONE YEAR



20

Working Metrics-Based Interventions Around Existing Advising Demands

Proactive Advising Campaigns

Orientation Ends

Drop/Add Ends

Targeting Off-Peak Times to Run Proactive Outreach

Registration Workload (Representative)

Finals

Post-Registration Support Campaigns

• Not registered for next term

• Incomplete FAFSA (spring semester)

Early Performance and Registration Campaigns

• Advising appointments

• Faculty early alerts

• Registration holds

• Major declarations

• Graduation applications

Pre-Semester Support Campaigns

• Not registered for current term

• Proactive tutor assignments

• Unpaid balances

SEP NOV DECOCTAUG

Registration Begins

Classes Start



21

75%

80%

85%

90%

95%

27-F

eb

6-M

ar

13-M

ar

20-M

ar

27-M

ar

3-A

pr

10-A

pr

17-A

pr

24-A

pr

1-M

ay

9-M

ay

15-M

ay

22-M

ay

30-M

ay

5-J

un

12-J

un

19-J

un

26-J

un

3-J

ul

10-J

ul

17-J

ul

24-J

ul

31-J

ul

7-A

ug

14-A

ug

21-A

ug

Weekly FY Retention Tracker, Summer 2017

BEST PRACTICE

Multiphase Strategy Saw Big Gains by Providing “Personalization at Scale”

Registration Mega-Campaign


Phase 1: Feb-March Pre-registration guidance

• Proactive advising targeted to five at-risk populations

Phase 2: April-JuneMass communication

• Multiple rounds of email, robo-calls, and texts to non-registered students

Phase 3: July-AugustPersonal connections

• Text campaigns offering individualized assistance

• Personal calls from campus administrators

• Holds and fees deferred

(pre-registration)

90% target

+3% July-Aug



22

Four Critical Moments Targeted for Reporting Across the Semester

BEST PRACTICE


Progress Report Mega-Campaign

“Collecting more data has helped us to analyze trends and provide feedback to faculty for additional collaboration.”

– Monica BurnetteDirector, Projects and Planning

Week 2

• Absenteeism

Week 4

• Absenteeism

• Participation

• Assignments

Week 8

• Midterm grade of C or below

Week 10

• Finals concerns

• Students close to earning an A

55% response rate

225 at-risk cases

25% response rate

553 at-risk cases

21% response rate

825 offered help

23% response rate

712 at-risk cases

Progress Report CalendarTargeting First- and Second-Year Courses

participated in 2016-17 (up 35% over 2015-16)

Students contacted by advisors within two days of alert

48 hours 1,249 faculty

1 2 3 4



23

Once-a-Term Review Ensures That Students Take the Right Classes

BEST PRACTICE


Degree Plan Checkup

Could also work for

15 to Finish

Success Markers

Meta-Majors

Step-by-Step Degree Plan Review

Advisor checks if student’s registration matches degree plan

93% of all

student plans reviewed in spring 2017

If yes, advisor confirms that the

student is on track

If no, advisor sees if new courses still put the student on track

If yes, advisor updates the plan and confirms with student

If no, advisor meets with student to get them back on track

24,000degree plans on file



24

Breaking Through the Student Communications Barrier

Improving Communications Efficacy

The Communications Funnel

Student opens email

Students reads email

Student takes desired action

University-Level Coordination to Reduce

Inbox Noise

Scaling Email Best Practices to Your Staff

Applying ‘Nudging’ Principles to Message

Architecture

Interested in refining your student communications strategy?

Talk to your Dedicated Consultant about our Student Communications Toolkit

Contents

Process-Mapping Student Communications Tool

Email Templates and Best Practices



25

Empowering Advisors with Metrics That Support Caseload Management

Student Success Metrics by Caseload

Appropriate altitude

Tied to student success but still within advisors’ control

Visible to advisors on daily or weekly basis

Tracked in Campus or a central spreadsheet

Short-cycle

Can be inflected within a semester

Guidelines for Metrics

Advisor-Student Contacts

% response rate to emails

# of advising appointments

# of interventions based on early alerts

Student Actions

% of students submitting a degree plan

% of students declaring a major on time

% of targeted students attending tutoring

Student Progress & Outcomes

% of students improving their GPA

% credits earned (vs. credits attempted)

% of students registering for the next term

% of caseload persisting to the next term

Recommended “Sweet Spot” Metrics




26

Formal Pathways Critical to Motivating and Retaining Success Advisors

Career Ladders Reward High Performers

What Good Career Ladders Have in Common:

• Signal the potential for rapid career advancement

• Tied to competencies and performance, not tenure

• Each step adds new responsibilities

• Next step feels attainable (promotion every 1-4 years)

Schools With Formal Career Ladders (Partial List)

Typical salary increase

$3,500


Director

Associate Directors

Advisors

Assistant Directors



ROAD MAP27






28

How Do Resource Requests Get Made Under an ROI-Focused Paradigm?

Changing the Conversation

We want to improve first year retention by 2%

We want to reduce advising ratios to 300:1

We want to grow tuition revenue by $3M

We need to hire moreprofessional advisors

We need to hire 20 more professional advisors

We need to make a $1M investment in professional advising*

(*conceptual)

TR

AD

ITIO

NA

LEM

ER

GIN

G



29

THANK YOU

Ed VenitManaging Director

[email protected]

Follow me on Twitter

@HigherEdVenit


mailto:[email protected]

Washington DC Richmond Birmingham Minneapolis

P 202.266.6400 F 202.266.5700 eab.com



Student Success Management · 31/07/2018 · ©2017 EAB Global, Inc. •All Rights Reserved....

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Transcript of Student Success Management · 31/07/2018 · ©2017 EAB Global, Inc. •All Rights Reserved....