Faculty Training

The Student Experience: Academic Advising and

the Student Support Team

February 2008
Focus is on “Creating an Inspiring Student Experience”

…for every student, every day, because we are committed

to delivering excellence!

Faculty and
staff
working
together

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 Agenda

Learn the departments working “face to face” with students within the "student experience”

These departments’ primary responsibilities

When faculty will work with each department

When these departments will contact faculty

How to reach these departments

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 Academic Advising vs. Student Support
Academic Advisors
 Academic issues and University
policy issues
 Track academic progress and offer
counseling
 Student Petitions/Exception
Students
 Instructor/Student conflicts/issues
Typical questions include:
- Which courses should I take?
- How do I choose a faculty mentor
for my dissertation?
- How can I finish my program
successfully?
- How many credits do I need to
graduate?
Student Support
 Customer service and technical
support
 “One-stop shop”
 Escalate matters as appropriate
Typical questions include:
- How do I start and finish the Student
Readiness Orientation?
- How and when do I access courses?
- Where are my materials?
- How do I submit assignments to the
Dropbox and post to the Discussion
Board?
- How do I make an online payment?
- When can I expect my Financial Aid
disbursement refund?
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 The Philosophy of Academic Advising
• Focus on student readiness
and continual reinforcement
of information and
expectations
• Retention rates are lagging
indicators – be proactive
• Students do not usually tell
us why they leave but they
provide signals that they
are not engaged
• Identification of those
students at risk
• It’s about keeping the
students engaged with the
University
• Proactive vs. Reactive
support
• Meticulous attention to
detail
• Preference for voice to
voice contact
• Team based approach –
most scalable option
• Campaign-based activity
• Bring visibility to operational
processes
• Selective recruitment
process – it’s about finding
the right people
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 The Academic Advising Department
Core Advisors
 Tasks and activities related
to routine questions and
procedures, of high volume,
primarily pro-active
outreach to address basic
student needs.
* All advisors keep detailed notes of student activity within the Customer Relationship
Management system (CRM), called Onyx.
Specialist Advisors
 Task and activities related
to personal, customized
guidance; both pro-active
and reactive support to
complex needs; or which
require academic
experience as a graduate
student (on part of the
advisor), and counseling
skills.
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Academic Advising Outreach Campaign’s

Failure to Register

On-boarding Academic Progress

Failure to Attend LOA Return

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 Outreach Campaign: On-boarding

Every new student will receive a phone call from an academic advisor to
welcome them to Walden and make sure they are ready to begin class. On-
boarding outreach begins about 4-6 weeks prior to each program start.

Financing

Student Services Course Expectations

Discussion Topics
Overcoming “cold feet” Student Readiness Orientation

Registration
Course Materials •Including SBSF 7100 for
PhD students

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 PhD Students: Research Forum, SBSF 7100

The Catalog describes the Research Forum as:

“Under the guidance of their faculty mentor, students pursue scholarly
research associated with Knowledge Area Modules (KAMs). They learn to
work independently as scholars and develop a variety of important skills.
For example, they learn to gather information such as research findings and
theories from library databases and Web-based resources. They develop
critical-thinking skills, learn to ask the right questions, learn the latest about
their professional practice, and apply their newly acquired knowledge to
real-world problems for the benefit of others.”

Log-in Requirements:
 First term students are only required to log-in the first week of class with no
participation for the rest of the quarter.
 Continuing students (2nd quarter and on) are required to log into class the
first week along with participating throughout the quarter.

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PhD Students: Speaking about the Research Forum

When speaking on the phone with students, advising refers

to the Research Forum as a place where the student will
work with their faculty mentor on completing the
Learning Agreement and KAM’s.

The student must complete a quarterly plan, end of quarter

plan and two discussion questions throughout the
course of the term.

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 EDD Students: Program Specifics

• Automatically registered for all courses and have course materials shipped to
them automatically as well.

• During 6th and 7th semester of program, students are registered for doctoral study
companion (EDUC 8080), which helps them in getting started with doctoral study

• Students are assigned a doctoral study chair at the beginning of the 6 th semester

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Outreach Campaign: Failure to Attend (FTA)

• FTA campaign students are those who have not logged

into class by Day 2 at 11:59 PM. At this time, advisors
begin outreaching to the student to assist in their course
login.

• Students have until Day 7 at 11:59 PM to log into class

without being dropped.

• Advisors also serve the reminder that logging into class

during the 4-day preview period does not count.

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 Outreach Campaign: Failure to Register (FTR)

Advisors call every eligible non-lockstep student who

has not registered for the upcoming term regarding
registration, offering assistance with any unresolved
issues or talk with the student about a Leave of
Absence option. FTR occurs for a handful of lockstep
students as well.

Outreach begins 2-3 Outreach consists of a phone

weeks prior to the start call. If not available, a FERPA
of class. appropriate message is left
and followed up with an email.

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Outreach Campaign: Leave of Absence Return

What is a Leave of Absence?

A leave of absence is defined as a temporary break (30–180
days) from academic registration with a clear intent to return to
the Program of Study.

 Prior to each term start, advisors outreach to those students

expected to return from the leave of absence. The advisor will
assist the student with the return and registration process.

 If a lockstep student, advising will have to adjust the students

Program of Study appropriately.

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 Outreach Campaign: Academic Progress

Satisfactory academic progress is defined as a student meeting

minimum GPA standards. Student not meeting these standards are
placed on academic warning.

2.0 or higher required 3.0 or higher required

for bachelor for master/doctoral

 Advisors send warning notifications to students at the beginning of

each term (quarter or semester).
 If the students GPA does not meet the requirement within 2
quarters or semesters, he/she will be dismissed from the University.

In addition to warning, students are also notified if they fail a course

detailing recommendations to raise their GPA.

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 Outreach Campaign: University Policies

Academic advising is Topics of discussion

available to discuss include:
general University policy  Leave of Absence
and procedures. Keep in
 University Withdrawal
mind, course policy
questions are sent to the  Program/Plan of Study
faculty.  Refund calendar
 Course grading scales
Advising will also have  Course drop/withdrawal
contact information for requests
each department in case
they can not properly
assist the student. A
“warm” transfer is always
completed.

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 University Policies (cont)

Dropping Courses Withdrawing from a Course

Students may drop class Depending on the program,
through Day 7 and receive course withdrawal dates
a full tuition refund. begin at Day 8 and
continue through Day 60.

Semester/Full 6-Week Tuition

Quarter Tuition
Days 1-7 100% 100%
Refund Calendar Days 8-14 80% 80%

Days 15-21 60% No refund

Days 22- No refund

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 Outreach Campaign: Classroom Q/A Forum

 Academic advising has a “class café” in all Foundation

courses for new students.
 Depending on the program, the advisor may participate
weekly through bi-monthly.
 The advisor might offer proactive postings to assist the
student, post a discussion topic, or only respond to
student questions.
 Should a student have a question relating to University
policy and procedures, always refer them to academic
advising instead of waiting for the Q/A forum to open.

* A policy is currently being developed that will provide a consistent process

across all programs.

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 Outreach Campaign: Course Concerns

Scenario: A student contacts academic advising since he/she has

not heard back regarding their 2 emails to the instructor.
Depending on the Program Director or Dean’s requirements,
advising will follow the steps below.

Step 1 Step 2
Advising recommends If no response, student will
student to contact instructor forward emails to advising.
one more time

FYI
No matter the concern, Step 3
advising will always call the
Advisor will call the instructor (if number is
instructor before emailing and
available) but if no answer, will send a follow-up
include the Dean in
email to discuss the students situation.
correspondence.

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The Faculty Relationship

Relationship building
between Faculty and
Advising:

 Open communication
 Phone attempts are always
better than email
 Honesty
 Commitment to creating an
inspiring student
experience for every “I am committed to working together as I
student choose to be invested in the success of
my students.”

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 When should faculty contact advising?

If the instructor has made special arrangements with the student regarding week
one login. This could effect the FTA outreach.
Recommendation: Call or email advising with the details of the arrangement
so advising can make the appropriate accommodations. If email, be sure to
note whether a response is needed.

If a student is not participating in class or is having concerns with their workload

and/or University policies.
Recommendation: Contact advising. The advisor will reach out to the student
in the case advising assistance is needed. If the student is available to speak
with advising, the instructor will receive a phone call or email with the resolution.

If a student contacts their instructor about wanting to drop/withdraw from class.

Recommendation: Contact advising. The advisor will reach out to the student
to discuss the course withdrawal process and assist the student. Advising will
call or email the instructor with the resolution.

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 When does Academic Advising contact faculty?

If a student’s course section has to be changed for a student specific situation

after the start of class, advising follows this process:
- Asst Dean or Dean’s approval is required.
- Current instructor and new instructor are contacted.
- Then advising will work with IT in order to have the classroom changed. In the
case coursework is removed, students are always encouraged to save their
work to a computer in addition to the classroom.
* This is a rare occurrence and is not recommended but does occur on a case-by-case basis

Petition requests

Course concerns

Academic progress - MSED only: Instructor’s will receive an email, for verification,
from academic advising when monitoring student “F” grades.

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FYI

Incomplete grade requests Course Rosters

 Should a student request  Questions or requests for
an incomplete or if the course rosters should be
advisor recommends it, the sent to the school
student is always referred administrative assistants
to the instructor for more and not academic advising.
information.
 The student must have
completed approximately
80 percent of the course to
be considered and is
eligible for up to 60 days
from the end of the course.
 All advisors know that it is
up to the discretion of the
instructor to grant an
incomplete for a student.

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Academic Advising: Availability and Contact Information

Service via phone or email

- Monday thru Friday, 7 a.m. to 7 p.m. CST
- Phone Number: 1-800-WALDENU, option 3
- 24 business hour response time (resolution or not)

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Program Specific Emails

Richard W. Riley College of Education and Leadership  

   
For Questions About:  
   
M.S. in Education (all specializations) msedadvise@waldenu.edu
Doctor of Education (Ed.D.) eddadvise@waldenu.edu
Ph.D. in Education peducadvise@waldenu.edu
Post-Baccalaureate Teacher Preparation Programs (including M.A.T. Option) tppadvise@waldenu.edu

Endorsement Programs (With M.S.Ed. With a Specialization in Special Education Option) endorsespadvise@waldenu.edu

College of Management and Technology, including School of  

Management and NTU School of Engineering
   
For Questions about:  
   
B.S. in Business Administration undergradadvise@waldenu.edu
Master of Business Administration (M.B.A.) mmbaadvise@waldenu.edu
Ph.D. in Applied Management and Decision Sciences amdsadvise@waldenu.edu
NTU School of Engineering ntuadvise@waldenu.edu

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Program Specific Emails (cont)

College of Health Sciences, including School of Nursing and School of Health Sciences

For Questions About:  

 
M.S. in Nursing nursadvise@waldenu.edu
Master of Public Health pubhadvise@waldenu.edu
Ph.D. in Public Health pphadvise@waldenu.edu
Ph.D. in Health Services hhsadvise@waldenu.edu

College of Social and Behavioral Sciences, including School of Counseling and Social,
School of Psychology and School of Public Policy and Administration
 
For Questions About:  
 
M.S. in Mental Health Counseling mhcadvise@waldenu.edu
Ph.D. in Human Services ssadvise@waldenu.edu
M.S. or Ph.D. in Psychology programs (including Post-Doctoral Psychology psycadvise@waldenu.edu
Certificates)
Ph.D. in Public Policy and Administration pppaadvise@waldenu.edu

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Student Support Team: Single Point of Contact

Technical Support

Registrar Bursar

Triage and Escalation Course Materials

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Philosophy of the Student Support Team

 Managing expectations of online learning

• What is it? How does it work? What is required of me?

 Reducing the anxiety and fear of a new learning process

• How do I get started? What technical skills do I need? How do I
participate and learn?

 Branded as “Online Concierge”

• Here to serve and help

 2006 through 2007, began to assume the Tier 1 responsibilities for

other student facing departments, while still providing technical
support
• Registrar, Bursar/Financial Services, Course Materials, etc.

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 SST Primary Responsibilities

1. Technical Assistance
– Access to secured sites (PSP/LCP, eCollege classroom, eCampus, Walden
Email, library databases, etc.)
– Classroom navigation assistance
– Accessing and submitting online documents
– Microsoft Word help (pagination and table of contents creation)
2. Assist students with non-academic Tier 1 matters (course materials,
registrar, and bursar)
– Questions about tuition, billing, student loan disbursement, and refunds
– Registration issues
– Status of course materials
3. Always available if students do not know where else to turn

•All SST representatives keep detailed notes of student activity within the Customer
Relationship Management system (CRM), called Onyx.

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The Faculty Relationship

Relationship building
between Student Support
and Faculty:

 Taking these proactive

measures will minimize
student contact
 Together, we can ensure a
positive student experience
 Knowing each other’s roles
and responsibilities within “I am committed to working together as I
the organization is half the choose to be invested in the success of
battle my students.”

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Frontline

Phone Number: 410-843-8302, 877-780-9954

Email: frontline.team@laureate-inc.com

Faculty may contact Frontline for general non-eCollege

technical problems and problems experienced with the
Walden University Website including:

Walden email
Webadvisor (access problems)
KAM submission database (tech help, not process)
Secured faculty sites
Postini spam account
eCampus
Faculty Portal

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eCollege Helpdesk

Phone Numbers: 877-274-4758 or 800-254-9660

Email: helpdesk@laureate.ecollege.com

Faculty may contact eCollege for technical

assistance with the online classroom including:

Navigation
Functionality
General set-up tasks
General access issues

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CDL (Course Deployment and Logistics)

Email: cdl@laureate-inc.com

Faculty may contact CDL for eCollege Walden

course content issues including:

Course(s) not yet appearing on course home page

Major editorial problem in classroom (broken link,
discussion boards not set up, content item missing, etc)
eCollege username and password

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Department Admin and/or your Faculty Chair

Faculty may contact the academic department for

the following reasons:

Mentees not enrolled in SBSF 7100 forum

Term assignments
Course load
KAM submission/approval process
Course Materials
External website accounts (Turnitin, Aplia, etc)
Pay/Human Resources
Questions about your program, school or college
Course content feedback/course design ideas (Lead
Faculty)

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 Department Admin Contact List*

College of Health Sciences CHSAdmin@waldenu.edu

College of Social and Behavioral CSBSAdmin@waldenu.edu

Sciences

College of Education COEAdmin@waldenu.edu

College of Management & Technology CMTAdmin@waldenu.edu

Center for Undergraduate Studies CUGSAdmin@waldenu.edu

Center for Student Success CSSAdmin@waldenu.edu

*Please contact Keri Van Overschelde for current information

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 Classroom Set-Up Tips

When classrooms become available, complete four Final

Classroom Setup Tasks in each of your classrooms:

1. Update classrooms with announcements and policies

2. Post your contact information in the "Instructor" area of the
course
3. Introduce yourself in the Student Lounge discussion forum in
your classroom (if applicable)
4. Update the Gradebook Review Date for each quiz/exam (if
applicable) so that students can view their scores

*Directions for each of these tasks may be listed in a “Faculty Info*” item in the
“Course Home” of your classroom

*If so, click on the “Final Classroom Setup Tasks” link

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Student Support: Availability & Contact Information

• Service via email, phone & live chat

– 7 Days a week 8 a.m. to 8 p.m., 8 a.m. to 5 p.m CST weekends
– Phone Number: 1-800-WALDENU
– Email: support@waldenu.edu; bursar@waldenu.edu;
coursematerials@laureate-inc.com; reghelp@waldenu.edu
– 24 hour response time to all inquiries including weekends and
holidays
• 24x7 eCollege technical support
– eCollege currently provides 24x7 technical support for eCollege
platform
– Phone Number: 1-877-274-4758 (Faculty Only)
– Email: request@laureate.ecollege.com
• Level 2 technical issues escalated
– Complex problems such as server issues, database synchronization,
and email outages get escalated to our Frontline and Technology
teams for resolution

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Recap

Did you learn the student facing departments within "student

experience?”
Their primary responsibilities?
When faculty will work with each department?
When these departments will contact faculty?
How to reach these departments?

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