Upload
leslie-dare
View
96
Download
0
Embed Size (px)
Citation preview
©2016 The Advisory Board Company • eab.com
The First 100 Days with SSC–Campus Best Practices for Building Your Team and Maintaining Momentum
©2016 The Advisory Board Company • eab.com
2 Navigating GoToWebinar
Basic Logistics
To Participate
Enter other questions or comments in the question box and click “Send.”
Click the orange button to hide or show the control panel.
Click the blue button to make the presentation full screen.
©2016 The Advisory Board Company • eab.com
3 Today’s Moderators
Amanda Johannsen Dedicated Consultant
202-568-7930
Ginny Lee Senior Director
202-266-5756
©2016 The Advisory Board Company • eab.com
4
What Makes Campus Different From SSC–Foundation and GradesFirst?
Welcome to SSC–Campus!
Workflow
Documentation, collaboration, and case management tools that
facilitate coordinated care behind the scenes of the student experience
Interaction
Communication, scheduling, and direct engagement tools that enable staff to
use insights to promote successful behaviors and choices
Analytics
Data visualizations and analyses that provide staff with the insight to inform critical student success
activities and decisions
Uncovering Insights Hardwiring Insights Into the Student Support System
SSC-CAMPUS
Predictive Risk Scoring
Historical Institution Reports
Shared Notes and
Documentation
Appointment Scheduling
Program Dashboards
Progress Reports and
Alerts
Multi-Modal Communications
Major Explorer
Automated Campaigns
Campus-Wide Case Management
Student Kiosks
AVAILABLE IN SSC-FOUNDATION ADAPTED FROM GRADESFIRST
Advanced Filtering and Lists
©2016 The Advisory Board Company • eab.com
5
Implementation Overview: Milestones for SSC–Campus Implementation
What Do We Mean by the “First 100 Days”?
Months 1-3 Months 4-6 Months 7-9 Months 9+
Planning & Data Gathering Configuration & Site Build Validation & Sign Off Training & Launch
Kickoff & Discovery Onsite
Implementation Strategy Webinars
Leadership & Specialist Training Onsite
User Training Onsite (Phase I)
• Campus Communication Kickoff
• Configuration Settings
• Needs Assessment
• Workflow Audit
• Workflow Definition
• Predictive Model Discussion
• Communication & Training Planning
• Institution Reports Demo
• Institution Platform Demo
• Specialist Training Workshop (Phase I)
• Discovery (Phase II)
• Specialists Lead or Co-lead Initial User Training
• Campaign Brainstorm
User Training Roll Out (Phase II)
• Specialists Train Additional Users
Data Validation Webinar
Institution Reports Sign-Off Webinar
Go Live
Planning & Foundations
Webinars
Platform Sign- Off Webinar
Training Support
Sandbox site Office Hours
eModules User Guides
©2016 The Advisory Board Company • eab.com
6 Meet Today’s Panelists
Farrah Jackson Ward (Program Owner)
Chair, Mathematics & Computer Science
Katherine Sweeney (Value Leader)
Director, Academic Advisement Center
Background:
• Public research university with ~9,000 students, part of the Univ. System of Georgia
• Previously had both GradesFirst and SSC—Foundation
• Limited rollout within Academic Advisement Center (13 advisors)
Leslie Dare (Technical Leader/ Value Leader)
IT Director
Background:
• Public research university with ~34,000 students
• Previously had GradesFirst Athletics
• Rebranded SSC–Campus as “Student Success GPS” with tagline “Go. Plan. Succeed.”
• Limited rollout with pilot schools began in February
Background:
• HBCU in North Carolina with ~1,600 students
• Previously had GradesFirst only (for three years)
• Rebranded SSC–Campus as “E4U”
• Advising component went live in March
©2016 The Advisory Board Company • eab.com
ROAD MAP
1
2
3
7
Building Buy-In and Momentum
Assembling the Right Teams
Open Q&A
©2016 The Advisory Board Company • eab.com
8
Overview of SSC–Campus Leadership Team Roles
Who Will Be the Key Members of Your Team?
Program Sponsor
Key Responsibilities Roles
• Overall program and organizational champion • Ensures support and holds team accountable
• Dedicated Consultant • Business Analysts • Software Engineers • Research and Cohort
Services Team • Product Manager • Data Scientist
EAB Team
Program Owner
• Demonstrates familiarity with the current institutional initiatives for advising and broader student success
• Leads overall effort to engage the users who will be using the product and maximizing value derived from the program
• Senior Leadership • Deans and Department
Chairs • Advising Unit Directors • Advisors and Other
Student Support Staff • Faculty • Students and Parents
Campus Stakeholders Application Administrator
• Primary owner of user activation, roles, permissions, and configurations
• Triage end user support and focus on end user experience
1
2
3
Value Leaders
• Primary point of contact with campus stakeholders • Involved in planning and oversight of day to day;
ensures support for initiative, driving communication and advocacy at all levels
• Lead engagement teams
5
Technical Leader
• Demonstrates familiarity with IT systems infrastructure; drives technology initiatives forward
• Leads effort to ensure configuration and data extraction/transfer/maintenance go smoothly
4
©2016 The Advisory Board Company • eab.com
9
Leverage Your Executive Leadership as a Strategic Ally
Program Sponsor
A Strong Program Sponsor:
Provides Visible Support
• Attends kick-off and major onsite meetings
• Ensures that provost and other executives invested in student success are apprised of the initiative’s progress
Inspires Change
• Serves as a figurehead on campus and beyond
• Delivers a clear and consistent message of support to stakeholders
• Helps to secures resources and remove roadblocks where necessary
Approves High-Level Choices
• Participates in regular “sponsor update” calls
• Signs off on major milestones
A Program Sponsor Does NOT Need to:
• Get “into the weeds” of the initiative
• Be the main point of contact for SSC
1
In what ways have you leveraged your Program Sponsor?
Do’s and Don’t’s
©2016 The Advisory Board Company • eab.com
10
The True Owner—and Main Point of Contact—of the SSC–Campus Initiative
Program Owner
2
Why Is This Role So Critical? Responsible for Driving Change, Leads Effort with Institutional Expertise
Six Characteristics of Successful Program Owners
Engaged
Collaborative, “Team Player”
Flexible Goal-Oriented
Proactive/Willing to Take Initiative
Confident Leader Who Can Hold Others Accountable
EAB Team
Executive Leadership
Deans and Faculty
Advisors and Frontline Staff
Media
Program Owner
©2016 The Advisory Board Company • eab.com
11
What Consultants Have Seen Go Wrong
Common Program Owner “Pitfalls”
Engaged
Collaborative, “Team Player”
Flexible Goal-Oriented
Proactive/Willing to Take Initiative
Confident Leader Who Can Hold Others Accountable
Six Characteristics of Successful Program Owners
Case in Brief: “Irene Inflexible”
Irene is unable to cope with setbacks. She…
• Has unrealistic expectations for the implementation timeline and product roadmap
• Rejects key process or project milestones assuming they “won’t work” on her campus, rather than helping adjust and adapt
• Responds negatively and vocally to unanticipated delays or challenges
Case in Brief: “Billy Bulldog”
Billy is engaged, but plows ahead without input. He…
• Doesn’t keep his SSC consultant in the loop or accept support
• Doesn’t acknowledge that all technologies are different, and implementation requires coordination and flexibility
• Doesn’t listen to or strive to understand stakeholder concerns
Case in Brief: “Stephen Shortsighted”
Stephen has trouble seeing the big picture. He…
• Waits to complete one milestone before becoming informed about the next
• Doesn’t connect SSC to the institution’s strategic goals, often more concerned with his own short-term goals
• Does not anticipate or communicate challenges to his SSC consultant
©2016 The Advisory Board Company • eab.com
12
Experts on Campus Focused on Site Performance and User Success
Application Administrators
3
Application Administrator
Expert with an understanding of the overall student support structure on campus, basic technical knowledge, and larger roll out strategy Responsibilities:
• User Roles/Permissions Set Up • Understand and create user roles • Manage permissions by user and by role
• Initial Site Set Up/Site Configurations • Own building locations and services with
workflow team along with other site configurations
• Ongoing Support • Maintain user access, roles, and permissions • Modify any site-wide configurations • Collect issue reports and enhancement requests • Continue to work with EAB Team on larger items
Role Developed for In-House Coordination and Sustainability
What would appear in the “job description” for
a strong Application Administrator?
©2016 The Advisory Board Company • eab.com
13
Partnering with EAB to Get the SSC–Campus Site Live
Technical Leaders
*For institutions who have opted to leverage DAS Full or DAS Lite.
4
Technical Business Analyst (Data Acquisition Services)* Gathers the data from your SIS, or provides scripts allowing you to do so on your own. Main point of contact for questions pertaining to the data/tables.
Business Analyst (BA) Manages the process in which EAB gathers, validates and automates data from your SIS
Your Dedicated EAB Technical Team Your Partners, Bringing Knowledge from Hundreds of SSC Implementations
Technical Project Manager
• Responsible for managing the technical implementation
• Serves as the main point of contact for the SSC BA
• Facilitates technical activities as necessary across parties at the member institution
Registrar’s Office Rep.
• Familiar with the functional use of the data
• Helps to identify data that is critical to campus workflow
• Assists in the data validation process to compare information between SSC–Campus and the SIS
Database Administrator (DBA)
• Responsible for guiding the use of the SIS throughout the data extraction process
• Helps identify the SIS tables to use when crafting extraction scripts. The SSC BA relies on the DBA for institutional data storage questions.
Typically: IT Director Typically: Assistant Registrar Typically: Database/IT Analyst
©2016 The Advisory Board Company • eab.com
14
Opportunity to Enfranchise a Wide Range of Constituents
Value Leaders
5
What Are Value Leaders?
Individuals that spearhead specific initiatives within the SSC enterprise, such as user training, workflow integration, campaign planning, faculty engagement, success marker development, and historical insight analysis Roles and Responsibilities:
• Lead efforts to engage department leaders and users to derive value from the overall implementation of SSC—Campus
• Contribute expertise to communication efforts and strategy
• Oversee Engagement Teams (some additional Value Leaders serve as individual contributors)
Who are your Value Leaders and how do
they represent different corners of your
campus?
©2016 The Advisory Board Company • eab.com
15 How It All Fits Together
Engagement Teams
SSC Leadership Team
Program Sponsor
Value Leaders (lead Engagement Teams)
The SSC–Campus Leadership and Engagement Team Structure
Workflow Development
Training and Development
Success Marker Development
Campaign Coordination
Program Owner
Application Administrators
Specialists
Program Owner Tech Leader
©2016 The Advisory Board Company • eab.com
16
Critical to Scaling Your Efforts, Ensuring That All Stakeholders Have a Voice
Engagement Teams
Engagement Teams
Go
als
an
d
Ob
jecti
ves
Represent various stakeholders to influence key functionality, configurations, and identify duplication
Early engagement and ongoing participation in technology training and development activities
Coordination and collection of success marker submission milestones
Alignment and coordination of various proactive outreach activities across campus
Mem
bers • Faculty Advisors
• Advising Leads
• Tutoring and Academic Support Leadership
• Advising and Tutoring Representatives
• Technology Trainers
• Faculty Development Chair
• Advising Leads
“Specialists”
• Faculty Chair
• Curriculum Liaisons and Representatives
• Advising Leadership
• Tutoring Leadership
Workflow Development
Training and Development
Success Marker Development
Campaign Coordination
Tim
ing
• Assemble team later in implementation
• Assemble team immediately
• Assemble team later in implementation
• Assemble team immediately
©2016 The Advisory Board Company • eab.com
ROAD MAP
1
2
3
17
Building Buy-In and Momentum
Assembling the Right Teams
Open Q&A
©2016 The Advisory Board Company • eab.com
18
How Did You Phase Your Roll Out (and Coordinate) to Best Serve Your Campus?
Rome Wasn’t Built in a Day
Risk Analytics Predictive modeling
and historical insights
Student Appointments Interactive scheduling accessible to students
Advisor Case Management
Including notes and advising reports
Faculty Early Alerts Instructor-submitted performance alerts
Student Kiosks/ Tutoring Centers
To track engagement with support resources
Considerations for Each Phase
Feature Sets User Types
+ Specific Departments, Colleges, or Units
Coordinating efforts on a single
platform…
…but with different
permissions and functions
Administrators
Advisors/Advising Directors
Students Faculty
Tutors/Front Desk Staff/Other Student
Success Professionals
©2016 The Advisory Board Company • eab.com
19
How Do You Motivate Team Members and Users on an Ongoing Basis?
Strategies for Building Buy-In
The best Engagement Team members are interested, enthusiastic, and self-motivated staff—recruit them wherever possible!
Seek Enthusiastic Participants With Varied Skills
If possible, loop in the communications or marketing department at your institution: they are often experts in branding to your specific stakeholders
Create a Strong Communications Plan that Will Work for Your Stakeholders
Encourage feedback from users—both positive and negative—and ensure that you have a system in place for incorporating or responding to it
“Run to Criticism” by Setting Up a Mechanism to Collect Feedback
Don’t Underestimate the Power of Thoughtful, Personalized Invitations
Making the Ask of Your Team Members Managing Rollout to Users
Consider hand-written letters or emails from leadership telling participants they have been “selected” based on their skills or expertise
©2016 The Advisory Board Company • eab.com
20
Describing SSC–Campus and Its Benefits (Based on Advisor Feedback)
NEW RESOURCE: Communicating with Advisors
“SSC–Campus is a comprehensive student support and analytics platform that helps advisors, faculty, and other staff guide students to success through data-enabled, coordinated care. Built based on a decade of research and thousands of conversations with advisors, SSC-Campus was designed to help advisors overcome their most pressing challenges. The platform provides student risk analytics for tailored support, communication and scheduling tools, comprehensive case management, and access to a library of research and strategies from advisors across the country.”
©2016 The Advisory Board Company • eab.com
ROAD MAP
1
2
3
21
Building Buy-In and Momentum
Assembling the Right Teams
Open Q&A
©2016 The Advisory Board Company • eab.com
22
Submit Your Questions Through the “Questions” Box
Open Q&A
Farrah Jackson Ward (Program Owner)
Chair, Mathematics & Computer Science
Katherine Sweeney (Value Leader)
Director, Academic Advisement Center
Leslie Dare (Technical Leader/ Value Leader)
IT Director
©2016 The Advisory Board Company • eab.com
23 Please Fill Out the Exit Survey!
Please note that the survey does not apply to webconferences viewed on demand.
• As you exit the webinar, you will be directed to an evaluation that will automatically load in your web browser.
• Please take a minute to provide your thoughts on the presentation.
THANK YOU!