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It Takes a VillageA Holistic Approach to CRM Implementation
Alison ThimblinDean, Natural Science & Mathematics
Woodbridge CampusNorthern Virginia Community College
Northern Virginia Community College• Founded in 1964• Located outside of Washington DC, serving Northern Virginia
6 campuses and 4 centers, including online learning• Accredited by the Southern Association of Colleges and Schools• Second-largest community college in the US
75,000 students and over 3,000 faculty and staff• The College offers
77 two-year degree programs (A.A., A.S., A.A.A., and A.A.S.)15 Certificate Programs61 Career Studies Certificate Programs
• Student Information System: PeopleSoft
NOVA’s students• Median Age: 22.8
• Race/Ethnicity Distribution: 47.2% White17.4% Black16.3% Asian14.4% Hispanic0.4% Native American4.3% Other
• Enrollment Status:37.7% full-time62.3% part-time
• Quality Enhancement Plan: GPS for SuccessFocused on improving academic planning and advising
• Student Success InitiativesOrientationPlacement TestingAdvisingCollege Success CourseDevelopmental Education
Catalyst for change
Why Hobsons?
Implementation team researched tools that would provide the following:
• Academic planning tool• Effective and efficient advising• Improved consistency• Tracking student progress
• Move from reactive to proactive (“intrusive”)• Defining existing advising roles
Clearer expectations of faculty advisorUnderstanding the counselor’s role
• Creating new rolesFirst Year AdvisorsCoordinators of Student SuccessFaculty Advising ManagersDirector of Advising
• Improving consistency and accountability• Understanding the link between advising and student success
Changing the advising culture
ITAcademic leadershipCampus leadershipAdvising unitsStudent Services CounselorsFirst Year AdvisorsStudent Success Course facultyFaculty AdvisorsFinancial AidHigh School Outreach personnelMarketingOffice of Institutional Research
Stakeholders
Engaging a diverse community
• Implementation TeamLarge enough to represent stakeholders, small enough to be productive
• Getting everyone on the same pageFocus on best practices and research
• Resources neededReallocation vs. new
• AccessWho should have it?
• Project management skills a must• Getting feedback takes times• Stakeholders need to “see” before they can provide thoughtful
input• Time needed for “digestion”• Business processes at your institution• Ever-changing needs• Dynamic product• Resistance to change: faculty, staff and students
Lessons learned
Student Success
• Keeping student success as the focus• Documenting how we use the products to improve success• Measuring student success using Hobsons