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Virtual Student Services Playbook for 2020–2021
How to deliver high-quality campus support services
at any distance
Table of Contents
Fall 2020: The Most Uncertain Term . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1How Institutions Plan to Reopen . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .1
Give Students a Virtual Lifeline . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .1
Why Virtual Student Services Are a Prerequisite for Virtual Learning . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2Online Support: Expectations Vs . Reality . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .2
Eliminate Barriers to Student Success . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .3
A Profile of Today’s College Students . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .3
Make a Human Connection With Virtual Support Services . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .4
Admissions & Enrollment . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .4
Financial Aid . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .4
Academic Advising . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .4
Tutoring . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5
Faculty Office Hours . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5
Mental Health Counseling . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5
Specialty Departments . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5
Critical for Fall 2020: Prepare to Deliver Campus Health Services Online . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5
Must-Have Features & Functionality for a Virtual Student Services Platform . . . . . . . . . . . . . . . . . . . . . . . 6ADA, FERPA, & HIPAA Compliance . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .6
Online Appointment Scheduling . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .6
Virtual Meetings / Video Conferencing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .6
Built-In Collaboration Tools . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .7
Instant Messaging . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .7
Virtual Lobby . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .7
LMS, SIS, & Calendar Integrations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .7
Data & Analytics for Reporting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .7
The Way Forward Is Virtual . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8
1
Fall 2020: The Most Uncertain TermTo be (on campus), or not to be, that is the question .In no uncertain terms, fall 2020 may be the most uncertain term ever. As colleges and universities decide how and when to safely
reopen in the midst of the coronavirus pandemic, many students still don’t know if they’ll be learning in-person or online.
How Institutions Plan to Reopen
Planning for online (7%)
Waiting to decide (8%)
Proposing ahybrid model (8%)
Considering a rangeof scenarios (9%)
Planning forin-person (68%)
While the vast majority are now planning for in-person
instruction, most are also developing contingency plans
for ongoing campus shutdowns—and preparing for a
shift to fully virtual campuses .
According to a recent article in The Chronicle of Higher
Education, no institution can predict with certainty when
in-person classes will resume because “politicians and
public-health officials—not college presidents—are going
to determine when colleges are allowed to open.”
In fact, higher education will likely take longer than most
industries to reopen because of the challenges involved
in enforcing social distancing on college campuses.
Here’s a snapshot from June 5 showing how nearly 900 U.S. institutions plan to
reopen next fall (updated daily by The Chronicle of Higher Education):
Source: The Chronicle of Higher Education
Give Students a Virtual LifelineCoronavirus may be the first global crisis for higher ed, but it’s not the first time U.S. campuses have weathered shutdowns.
Studying the impact of natural disasters such as Hurricane Katrina in 2005 and California’s Camp Fire in 2018, The Hechinger
Report found that colleges and universities affected “became lifelines for students and for their larger communities after
the disasters.”
Being a lifeline means maintaining—and even increasing—access to student support services. In the time of coronavirus, it also
means offering services online.
Politicians and public-health officials—not college presidents—
are going to determine when colleges are allowed to open .
In this ebook, we explain why virtual student services are
critical, not just for campus preparedness in 2020, but to
help students succeed in the best of times .
2
Why Virtual Student Services Are a Prerequisite for Virtual LearningStudents need and expect online support .Last spring, before coronavirus forced colleges and universities online, the Connected Student Report revealed that digital-age
students expect more online support than schools provide .
Among students surveyed, 39% expect 1:1 online advising, 47% expect access to an online chat service, and 51% expect online
application support. Here’s a breakdown of the online support students expect versus what schools actually provide:
1:1 online advising
ExpectedActual
39%
20%
Ability to get questions answered via online chat service
47%
26%
Online application support
51%
35%
Online Support: Expectations Vs . RealityWhile higher education has embraced online learning—and one-third of students were taking at least one online course before
most classes went remote last March—some institutions have been slower to roll out virtual student services.
As a result, their coronavirus response plans have relied on short-term solutions like free video conferencing apps (not secure)
or email and telephone support (not student-friendly) . Whether schools reopen for in-person instruction or offer a fully online
curriculum next fall, most students need and expect online support .
Source: The Connected Student Report
3
For online and nontraditional students who are more
likely to work full time or care for dependents, making a
special trip to campus to meet with academic or student
support staff can be a barrier to getting the help they
need . The same is true for students with disabilities .
Eliminate Barriers to Student Success
According to the Bill & Melinda Gates Foundation,
nearly half of all students are now categorized as
nontraditional because 45% are age 22 or older,
45% live off campus but not with parents, 28% are
parents themselves, 26% work full time, and 14%
take online classes only . The chart at left shows a
complete profile of today’s college students.
When students from any demographic group drop
out, it’s often because of life challenges rather than
academic challenges. By offering virtual support
services, schools can do more to help students
succeed simply by being accessible online.
A Profile of Today’s College Students
Source: Bill & Melinda Gates Foundation
4
Make a Human Connection With Virtual Support ServicesMany college students, especially ethnic minorities and first-generation students, report feeling isolated and disconnected. These
feelings may be exacerbated by online learning. A recent academic study found that a greater sense of belonging “predicts better
persistence, engagement, and mental health.”
Here’s how student services and instructional departments can make a human connection with students by going virtual:
Admissions & EnrollmentFor new students who can’t visit
campus (for economic reasons or
because of disabilities), having the
option to chat online, meet virtually
with an admissions counselor, or
attend virtual orientation helps increase
access and equity . It also helps
overwhelmed admissions departments
serve more students in less time .
Academic AdvisingIn addition to helping students meet their
academic, personal, and professional
goals, academic advisors serve as guides
to complex campus systems . More
importantly, they foster a meaningful
connection to the institution. Through
online support services, advisors give
students the convenience and flexibility
they need to stay connected, engaged,
and on track to graduate.
Financial AidFinancial aid applications are
complicated and stressful. That’s why
email and telephone support won’t
suffice. Using a video conferencing
system, financial aid counselors can
guide students through every step of
the process . And, with a robust virtual
services platform, students will have
the ability to complete, sign, and submit
forms digitally during their appointment.
5
Mental Health CounselingAs mentioned above, many students
who drop out do so because of life
challenges. Providing the option to
meet with a counselor online increases
access to mental health services
by decreasing barriers. It also gives
counselors additional tools such as video
conferencing with closed captioning,
online chat for nonverbal communication,
customizable intake forms, and a virtual
lobby to protect student privacy .
Specialty DepartmentsAll campus departments that support
and interact with students can do so
online . A virtual platform makes it
possible to connect with students in
real time for library consultations, career
services interviews, club or committee
meetings, and even student health
appointments .
Critical for Fall 2020: Prepare to Deliver Campus Health Services OnlineIn their guidelines for reopening, the American College
Health Association recommends giving students the option
to schedule telemedicine appointments with campus
healthcare providers . That includes appointments for
telemental health services to support the growing number
of students facing mental health concerns resulting from
the pandemic .
Whether synchronous or asynchronous, the technology
schools implement to deliver these services must be FERPA
and HIPAA compliant to protect the privacy and security of
students in their dual role as patients .
TutoringWhen students are struggling and need
help, they can’t cope with added barriers.
By offering tutoring services online—and
making them more accessible through
self-scheduling, instant messaging, and
live meetings via video conferencing—
students are more likely to get help when
they need it (and before it’s too late). By
leveraging features such as a shared
whiteboard and document library, tutors
can make sessions more interactive and
engaging.
Faculty Office HoursProfessors play a crucial role in guiding
students academically and socially .
But for online learners, nontraditional
students, and students with disabilities,
faculty office hours can’t be limited to
a physical office. Connecting virtually
allows professors to meet students
where they are without losing the ability
to connect face to face . Online self-
scheduling also eliminates administrative
burdens for busy faculty .
6
Must-Have Features & Functionality for a Virtual Student Services PlatformAn enterprise platform modernizes and streamlines
student services .Just as learning management systems facilitate anytime, anywhere access to distance education, a virtual student services
platform helps extend student support beyond campus .
According to the National Association of Student Personnel Administrators (or NASPA), “Institutions are investing in technology
tools that have the potential—when purchased and implemented wisely—to transform academic advising and student success.”
The Deloitte Center for Higher Education Excellence reports that “colleges and universities are adopting a growing number of
digitally-enabled student services, in addition to traditional in-person services offered on campus.”
Effective virtual support services require technology that mirrors in-person workflows with tools designed to increase student
engagement, as well as the effectiveness of staff and faculty. When you evaluate virtual platforms, look for these features first:
ADA, FERPA, & HIPAA ComplianceIf your virtual student services platform
doesn’t work for students of all
abilities, then it doesn’t work. To verify
accessibility, check for closed captioning
and compatibility with major screen and
text-to-speech readers . FERPA and HIPAA
compliance are also critical to protect
the privacy and security of student
information .
Virtual Meetings / Video ConferencingGoing virtual doesn’t have to mean
sacrificing real-time, face-to-face
interactions. With reliable, high-quality
video and audio, you can host and record
synchronous virtual meetings for 1:1 or
group sessions. To help students avoid
technical difficulties, your virtual platform
should be cloud and browser-based,
which eliminates the need to download
software .
Online Appointment SchedulingWhen you make it easier for students to
connect, they’re more likely to reach out.
Online appointment scheduling enables
entire departments to create shared
calendars for office hours and event
registration (such as virtual orientation or
information sessions) . Students can then
see the availability of individual staff on
your website, self-schedule appointments
or events at their convenience, and
automatically receive a confirmation
email with the date, time, and instructions
about where or how to meet . This saves
frustration for students and valuable time
for staff .
7
Virtual LobbyTo simulate the experience of an on-
campus student services office (minus
the long lines), you can post times for
open office hours and allow students to
drop in online. With an integrated virtual
lobby, you can see how many students
are waiting and how long they’ve been
waiting. Every counselor in your group
should be able to pull students from your
shared lobby into a virtual meeting or
start a private chat .
Built-In Collaboration ToolsA platform designed for higher education
will come with built-in collaboration
tools such as an integrated document
library (and/or Google Docs integration),
a shared whiteboard, and the ability
to collect digital signatures within the
interface. This helps make advising and
tutoring sessions more interactive, and
gives counselors in admissions and
financial aid the ability to provide real-
time application support .
LMS, SIS, & Calendar IntegrationsNo enterprise campus system or edtech
platform should be an island. Technology
for virtual student services should
integrate seamlessly with your SIS and
LMS to accurately push/pull data in
real time . To enable online appointment
scheduling, it should also integrate and
sync instantly with calendar systems
such as Google, Microsoft Office 365,
Outlook, and Exchange.
Instant MessagingConnecting with students effectively
means providing the anytime, anywhere
access they expect . With instant
messaging, students can reach out from
their smartphones and you can quickly
respond . The best systems for online
chat will include a virtual contact card
that shows when you’re available and
gives students the option to virtually
“knock on your door” or send an offline
message. It will also save a transcript of
each chat with reason codes, and enable
staff to pass the student on to other
support staff for follow up .
Data & Analytics for ReportingThrough integrations with other campus
systems—and data aggregated in-
platform from student polls, surveys,
intake forms, and more—your virtual
student services platform should provide
reports to help measure and improve
student outcomes and the quality of
services delivered .
8
The Way Forward Is VirtualKeep students engaged and enrolled with online
support services .In an uncertain academic year like 2020–2021, virtual support services give incoming students (and their parents) additional
ways to reach out with questions. They also give returning students a way to stay connected with advisors, counselors, tutors,
and professors. And, critical for institutional leadership, they give deans and directors tools to increase student engagement and
retention .
Some in higher ed believe the current crisis is an opportunity to reimagine programs and services with a focus on making them
more “affordable, accessible, equitable, resilient, and sustainable.”
Until your school can get back to business as usual, your business in 2020 is to reimagine academic and student support services
for the digital age, implementing systems that allow you to fulfill your mission from any distance. The digital foundation you put in
place now will determine your success in the next year and the next decade .
ConexEd is an interactive platform for virtual student services and instruction . It provides ADA, FERPA, and HIPAA compliant
ConexEd is an interactive platform for virtual student
services and instruction . It provides ADA, FERPA, and HIPAA
compliant software for scheduling, meeting, messaging,
collaborating, and reporting. It gives campus departments—
from admissions to career services and every touch point in
between—tools to deliver high-quality student services for
the digital age. Learn more about our user-friendly, cloud-
based solution at www.conexed.com .
About ConexED
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