Implementation of a Graduate Retention Funnel to Improve the Effectiveness of the Graduate Student Services Office Kristi Krintzline Annette Staunton AACRAO SEM XVIII
Presentation Outline Background Creation of a Retention Funnel Roadblocks to Success for At Risk Students Overcoming Roadblocks to Success Automated Communication Plan Personalized Interventions
Background Tiffin University 4 year independent institution Brick and click 2,705 total students 358 students are in freshman class of 2008 864 students are in graduate programs Located in Tiffin, OH Town of approximately 20,000 people
Background The Division of Enrollment Management is responsible for: Recruitment/Admissions Admissions Operations Orientation Financial Aid Registration and Records Coordinating retention initiatives through Chief Retention Officer
Background Graduate Program offerings: Master of Business Administration started in 1990 Program format is two 7 week sessions within a semester Master of Science in Criminal Justice started in 1998 Program format is 15 week semester Online programs started in 2000
Background Graduate Program offerings: Master of Humanities started in 2007 Program format is 15 week semester Master of Education started in 2008 Program format is two 7 week sessions within a semester
Background Organizational Structure Dean of Graduate Studies Graduate Council Executive Director 5 Graduate Admission Representatives 2 Graduate Student Service Representatives Each representative advises students based on academic program MBA/M.Ed MSCJ/MH
Background Fall 2005 Seated Enrollment Outcomes 60 Unfinished Successful Unsuccessful 50 40 # 30 20 10 0 20-30 30-40 40-50 50-60 Age
Background Fall 2005 Online Enrollment Outcomes 25 Unfinished Successful Unsuccessful 20 15 # 10 5 0 20-30 30-40 40-50 50-60 Age
Background 2007 Online Enrollment Outcomes 70% 65% 64% Attrition % 60% 55% 50% 45% 40% 44% 43% 42% 48% 45% 35% 30% 32% 25% 20% Fall 2005 Spring 2006 Summer 2006 Fall 2006 Spring 2007 Summer 2007 Fall 2007
Background 2007 Seated Enrollment Outcomes 30% 25% 26% Attrition % 20% 17% 15% 10% 10% 5% 0% Fall 2005 Fall 2006 Fall 2007
Background 2007 Online Enrollment Outcomes 70% 65% 65% 60% 55% 50% 45% 40% 47% Attrition % 35% 30% 37% 37% 25% 20% 20-30 30-40 40-50 50-60 Age Range
Background 2007 Seated Enrollment Outcomes 100% 100% 90% 80% 70% 60% 50% 40% 40% Attrition % 30% 20% 21% 10% 0% 11% 20-30 30-40 40-50 50-60 Age Range
Background Fall 2008 New Student Profile:
Graduate Student Profile: Background This profile provides a detailed report by examining the various geographic, academic, financial and demographic characteristics of a new graduate student.
Background
Background MSCJ program offers unique specializations Criminal Behavior Crime Analysis Homeland Security Administration Forensic Psychology Justice Administration MBA program offers concentrations General Management Leadership Sports Management Master of Humanities Master of Education started Fall 2008
Background Students attend on a part-time basis due to work and family commitments Full-time: 8 or more credit hours ¾ Time: 5-7 credit hours Part-time: 4 credit hours
Background
Background
Background Graduate Student Services: Two individuals specialize in advising specific programs Available to help students learn about TU and graduate school, answering questions and concerns, offer support, encouragement and positive reinforcement Provide assistance and guidance with paperwork (ie. financial aid, add/drop forms, change of address, etc.) Connect students with appropriate support services on campus
Background Total Grad Students 900 800 700 600 500 400 300 200 100 0 Fall 2005 Fall 2006 Fall 2007 Fall 2008
Background 100.00% Retention Rate 90.00% 80.00% 70.00% 60.00% 50.00% 40.00% 30.00% 20.00% 10.00% 0.00% Fall 2005 Fall 2006 Fall 2007 Fall 2008
Creation of a Retention Funnel Measures retention rates Focus on students eligible to return Helps create course schedules for the following semester Evaluate the effectiveness of academic majors Measure performance of graduate student services office
Creation of a Retention Funnel Data is collected from various departments on campus to create the retention funnel Graduate Student Services Office Drop out/stop out Students not returning Non-degree students Academic holds
Creation of a Retention Funnel Bursar s Office Account status Registration and Records Dismissals Anticipated Graduates
Creation of a Retention Funnel Retention funnel can be used to identify the likelihood of attrition Dismissed students Financial hold students Can be used by student services professionals to identify specific students who warrant additional attention Can provide for a strategic direction for where student services professionals can allocate their time
Creation of a Retention Funnel Retention Fall 2008 Funnel Report Office of Graduate Student Services 2-Sep-08 Currently Enrolled 566 Part time 415 Full time 151 Less: Non-Matric 6 Less: Anticipated Graduates 67 Less: Drop/Stop Outs 18 Less: Academic Dismissals 26 Students Eligible to Return 449 Less: Financial Holds 0 Less: Academic Holds 2 Currently Enrolled 566 Part time 415 Full time 151 Less: Non-Matric 6 Less: Anticipated Graduates 67 Less: Drop/Stop Outs 18 Less: Academic Dismissals 26 Students Eligible to Schedule 447 Scheduled 437 Less: Withdraw After Schedule 21 *Retained Students from Previous Semester 416 Retention Rate 84% Students Eligible to Return 449 Less: Financial Holds 0 Less: Academic Holds 2 Students Readmitted 144 Less: Withdraw After Schedule 9 Students Eligible to Schedule 447 Total Readmits 135 FAFSAs Filed 0 **Net Scheduled 551 Schedule Rate 123%
Creation of a Retention Funnel Retention Fall 2008 Funnel Report Office of Graduate Student Services 2-Sep-08 Currently Enrolled 566 Part time 415 Full time 151 Less: Non-Matric 6 Less: Anticipated Graduates 67 Less: Drop/Stop Outs 18 Less: Academic Dismissals 26 Students Eligible to Return 449 Less: Financial Holds 0 Less: Academic Holds 2 Students Eligible to Schedule 447 Scheduled 437 Less: Withdraw After Schedule 21 *Retained Students from Previous Semester 416 Retention Rate 84% Students Readmitted 144 Scheduled 437 Less: Withdraw After Schedule 21 *Retained Students from Previous Semester 416 Retention Rate 84% Students Readmitted 144 Less: Withdraw After Schedule 9 Total Readmits 135 FAFSAs Filed 0 **Net Scheduled 551 Schedule Rate 123% Less: Withdraw After Schedule 9 Total Readmits 135 FAFSAs Filed 0 **Net Scheduled 551 Schedule Rate 123%
Creation of a Retention Funnel Evaluate Key Performance Indicators: retention rate and schedule rate MBA GM MBA L MBA SM MH MSCJ CA MSCJ CB MSCJ FP MSCJ HS MSCJ JA Total Currently Enrolled 132 80 16 58 34 101 23 81 41 566 Part time 99 48 8 50 23 74 1 74 38 415 Full time 37 28 8 8 11 27 22 7 3 151 Less: Non-Matric 6 0 0 0 0 0 0 0 0 6 Less: Anticipated Graduates 14 6 1 3 7 10 0 15 11 67 Less: Drop/Stop Outs 2 2 1 2 3 4 0 3 1 18 Less: Academic Dismissals 6 5 0 6 0 3 3 1 2 26 Students Eligible to Return 104 67 14 47 24 84 20 62 27 449 Less: Financial Holds 0 0 0 0 0 0 0 0 0 0 Less: Academic Holds 1 0 0 1 0 0 0 0 0 2 Students Eligible to Schedule 103 67 14 46 24 84 20 62 27 447 Scheduled 102 66 14 43 22 81 20 62 27 437 Less: Withdraw After Schedule 4 1 0 3 4 5 0 3 1 21 *Retained Students From Previous Semester 98 65 14 40 18 76 20 59 26 416 Retention Rate 88% 88% 93% 73% 67% 84% 87% 89% 87% 84% Students Readmitted 41 22 6 17 8 18 1 17 14 144 Less: Withdraw After Schedule 0 1 1 2 1 1 0 3 0 9 Total Readmits 41 21 5 15 7 17 1 14 14 135 **Net Scheduled 139 86 19 55 25 93 21 73 40 551 Schedule Rate 134% 128% 136% 117% 104% 111% 105% 118% 148% 123%
Creation of a Retention Funnel Currently Enrolled - 566 Students Eligible to Return - 449 Students Eligible to Schedule - 447 Readmits - 135 Net Scheduled - 551
Roadblocks to Success for At Risk Students Roadblocks to student success tend to fall into four major categories: Academic Financial Affiliation Satisfaction
Roadblocks to Success for At Risk Students Academic roadblocks: Inadequate academic preparation Length of time between degrees Length of time since last math course Time management skills Procrastination: waiting until the last minute
Roadblocks to Success for At Risk Students Financial roadblocks: Failing to apply (or reapply) for financial aid, or missing the deadline Failing to set-up or comply with tuition payment plan Loss of employer reimbursement Withdrawing from classes after receiving financial aid
Roadblocks to Success for At Risk Students Affiliation roadblocks: Feeling like you don t belong here, that you don t know anyone Feeling overwhelmed with everything you have to do, not knowing where to go to for help Isolation of attending courses online
Roadblocks to Success for At Risk Students Satisfaction roadblocks: Feeling like you are getting the run-around Faculty not responding to email Faculty not returning graded assignments in a timely manner Frustrations with technology College failing to live up to brand promise
Overcoming Roadblocks to Success Identification of roadblocks Implementation of tools to help challenges Retention funnel Current student communication plan Technological tools ecollege Portal Smarthinking.com tutorial services Hobson s EMT Connect
Overcoming Roadblocks to Success The following strategies are used to overcome inadequate academic preparation and time management issues: Prerequisite coursework (Individual Guided Studies) are completed online to prepare students for graduate coursework Determined at the admit stage Required for our ACBSP accreditation for the MBA program Master of Humanities adding writing intensive prerequisite to prepare students for grad expectations Orientation webinars are conducted to prepare students for university and course expectations
Overcoming Roadblocks to Success Smarthinking.com provides online tutoring services Whiteboard platform allows 24/7 interaction for students Paper review services Personal intervention by Graduate Student Services Ability to attend grad school on part-time or full-time basis Every course offered every semester online
Overcoming Roadblocks to Success The following strategies are used to overcome financial challenges: Email reminders to file the FAFSA Bimonthly webinars with a Financial Aid Representative Graduate Student Services works closely with the Financial Aid Office when students withdraw from classes The Graduate Financial Aid Representative has moved offices to the Graduate Student Services Area
Overcoming Roadblocks to Success Work closely with the Bursar s office to resolve financial holds Email Call Postcard Evaluate each individual student situation to help implement a workable solution Options include: Alternative Loans Graduate Plus Loans Setting up Payment Plans Reduce campus living expenses
Overcoming Roadblocks to Success Financial hold postcards are sent to students home address to let them know that they cannot schedule for the next semester.
Overcoming Roadblocks to Success The following strategies are used to help students acclimate to Tiffin University: Personal phone calls Graduate newsletter Graduate Student Services utilizes instant messenger accounts for communication Create a graduate student culture One point of contact Current student communication plan
Overcoming Roadblocks to Success Graduate Student Newsletter Message
Overcoming Roadblocks to Success Student success stories Campus activities Departmental announcements Faculty profile
Overcoming Roadblocks to Success
Overcoming Roadblocks to Success
Overcoming Roadblocks to Success Current Student Communication Plan: Welcome to the start of another semester Financial Aid email Schedule for next semester Reminder to schedule We miss you message Graduate preparation email Other messages and email blasts to enhance communication with graduate students
Overcoming Roadblocks to Success Financial Aid Webinar:
Overcoming Roadblocks to Success Meet Your Advisor:
Overcoming Roadblocks to Success Academic Advising Sessions:
Overcoming Roadblocks to Success Registration Message:
Overcoming Roadblocks to Success Graduation Message:
Overcoming Roadblocks to Success The following strategies are used to address student satisfaction concerns: Weekly advising webinars The TU portal provides detailed information for graduate students Links to the Bookstore, Financial Aid, Career Development Curriculum sheets, schedules Frustrations with technology Orientation in ecollege 24/7 technical support Computer requirements listed on the portal and ecollege
Overcoming Roadblocks to Success Graduate School Dean resolves student concerns with faculty not responding to email Our brand promise is Real Connections. Real Results. Personal phone calls Personal emails One point of contact Career Services Exit survey of those students not returning Graduate Student Services Representatives reach out to students in a proactive manner
Future Strategies Spring 2009 additional Graduate Student Services Representative Outsource predictive modeling Building an alumni network Cultivate an online graduate student culture