Xavier University: A Retention Success Story

Adrian A. SchiessExecutive Director for Student Academic Support Services

Xavier University, Cincinnati, Ohio

Brian MikesellV.P. Student Success Solutions, Hobsons

We are in the business of maximizing student success and institutional effectiveness to create the world changers of tomorrow.

About Hobsons

Student Lifecycle Phases

3

4

In 2005, expand into

The Retention Guru in our backyard

Proven methods in need of technology assistance

Perfect partnership – co-creation

XU - Hobsons Retain first customer

Retain: Early Alert, Advising and CRM System

Backdrop

Student Success @Hobsons

Prepare & Orient Plan & Advise Alert & Communicate

Meet other students Message campus

staff Take orientation Continue orientations

Course planning Demand forecasting Advisor messaging Appointments Event scheduling To-do items

Case Management Degree Auditing Course offering

Scheduling

Contact management Automated interventions Communication

campaigns Early alert collection Reporting and analytics

Virtual Orientation AgileGrad Retain

About Xavier University

About Xavier University

Private, Catholic, Jesuit University 4-year private, Masters/Selective Located in Cincinnati, Ohio Undergraduate/Graduate population of 6,400 1,050 Freshmen (representing 40 states/12 countries) Academically selective

Average ACT score of 26 Average SAT score of 1,186

Tuition $31,000 per year Alumni Giving Staff

US News And World Report 2012 Edition: America’s Best Colleges

Xavier named Best Universities Master’s (Midwest Region)

#4 in Retention (86%)

#1 in 5-year Graduation Rate (79%)

Xavier’s Initial Retention Goals and Objectives

RetentionA Dedicated Retention Person Focused on Academic Support

11

From Paper to Automation

Paper

1991Transition

Automation

2012

The Make-up of XU’s Retention EffortThe position and the approach1. PREP (Priority Registration Experience Program)2. Freshman Success Program3. Early Alert (Student Academic Warning System)4. Parents’ Participation Program5. Summer Survey 6. Bursar Hold Initiative7. Special financial assistance programs8. Evaluation process

Xavier’s Initial Retention Goals and Objectives

Retain 90% of full-time freshman cohort Increase student satisfaction Provide an intervention that enlists retention efforts from faculty, other

university personnel, and families Address social, financial, and academic issues Evaluate academic and social success Improve grades Improve persistence Improve graduation rates

RetentionA Dedicated Retention Person Focused on Academic Support

Reports to Executive Director – Student Academic Support Services (SASS) Monitors retention trends and evaluates program results Facilitates problem resolution in the areas of academic, financial, social, and

personal Provides personal attention, service-oriented ombudsman (appointments are not

necessary) Coordinates retention data, reasons for student attrition, monitors graduation

statistics Actively develops new and refined undergraduate student retention programs Monitors academic progress of all undergraduate students

(GPAs, course withdrawals, failed classes, absenteeism)

What it Costs to Lose a Freshmanat Xavier (ROI)

COST PER SEMESTER

TUITION $15,000

ROOM $2,800

BOARD $2,200

FEES $500

$20,500

DISCOUNT 40% OF $20,500 = $8,200 WHICH IS A COST OF $12,300 PER SEMESTER

$1,905

- 762

$1,143 DIFFERENCE PER STUDENT

1050 X 5% = 52 STUDENTS LOST IN 1st SEMESTER

$12,300

x 52 students

$639,600 = 1st SEMESTER LOST REVENUE 998 x 20% = 200 STUDENTS LOST IN 2nd SEMESTER

$12,300

x 200 students

$2,460,000 = 2nd SEMESTER LOST REVENUE

ADMISSION BUDGET ($2,000,000) 1050 FRESHMEN IN THE CLASS

=$1,905 TO RECRUIT A FRESHMAN

RETENTION BUDGET ($800,000)1050 FRESHMEN IN THE CLASS=$762 TO RETAIN A FRESHMAN

AVERAGE ATTRITION FOR SCHOOLS LIKE US IS 25% PER YEAR

52 + 200 = 252 STUDENTS X $12,300 = $3,099,600 LOST REVENUE FOR THE YEAR

IT IS MORE THAN TWO TIMES MORE EXPENSIVE TO RECRUIT A FRESHMAN THAN TO RETAIN ONE

1. Priority Registration Experience Program (PREP)

1

Priority Registration Experience Program (PREP)

Purpose

Locks in the freshman class

Focused on completing fall academic preparation in the summer

Creates a sense of belongingBegins parental involvement (Parents come to PREP) in student academic and social success

- Mid-term grade authorization form

- Supportive environment

Heighten the level of academic expectation for students and parents

Priority Registration Experience Program (PREP)

Objectives for the day

Online placement tests completed and evaluated in mathematics and foreign language

Academic advising – meet your advisor

Schedule fall classes, build a schedule with your academic advisor

Register – lock in your classes for the fall

New students receive their official university ID Card

2. Freshman Success Program

1 2

Freshman Success ProgramThe Office of Admission selects these students and admits them on a conditional basis. These students are from the lower 8% of all admitted freshmen.

The program is designed for the fall semester only

Requirements:

- May not declare a major

- Advised as “undeclared”

- Must take a one credit hour study skills course

- Either mathematics or foreign languagein the first semester, not both

- Limited to 13 credit hours

- Mentored by a graduate assistant from the Office of Student Success and Retention

Results: From Fall of 2010 to Spring of 2011 – 92% matriculation

3.Early Alert Initiative

1 2 3

Early Alert Initiative “Retain” (E-Communication)

Faculty identify attendance and academic problems in fourth week of semester

Retention office receives electronic academic feedback early in fall and spring semesters

Early warning for adjustment problems

Allows time for appropriate intervention

Requires faculty get to know their students early

Follow up contacts made by the Office for Student Success and Retention, Athletic Advising, TRiO, and Academic Advising

Shared information through “Retain”

FRESHMAN FACULTY FEEDBACK FORM (paper copy)

TO: (TEACHER’S NAME IN ALPHABETIC ORDER, WITH ML LOCATION)

FROM: ADRIAN A. SCHIESS, DIRECTOR FOR STUDENT SUCCESS AND RETENTION

This is the Faculty Feedback Form for freshmen. It is an early warning mechanism that helps to identify

students that may be having difficulty adjusting to your class. Listed below are freshmen in the class and

section that you teach. Please mark in the appropriate blocks to indicate any problems at this time. The

Faculty Feedback Form has been very successful in assisting freshmen with their adjustment to college.

The Office of Student Success and Retention and the Academic Advising Center will collaborate to contact

those students who you indicate are showing signs of having academic difficulty. Collegial sharing of this

information allows us to work more closely with you to assist students with academic issues. If you would

like us to follow up with you regarding our contact with a student please indicate this on the form.

Please return all Faculty Feedback Forms within FIVE DAYS to: Adrian A. Schiess, Director for Student

Success and Retention, Alter Hall, Room 103, ML 3111. We encourage faculty to make comments on

this form concerning any other adjustment issues.

FRESHMAN FACULTY FEEDBACK FORM (paper copy)

FALL 05 COMM 101-25 ORAL COMMUNICATION

STUDENT'S NAME ATTENDING CLASS? GRADE AT THIS TIME

Smith, Joe Yes___ No___ GRADE ____

Johnson, Nikki Yes___ No___ GRADE ____

Miracle, Paul Yes___ No___ GRADE ____

Jones, Davy Yes___ No___ GRADE ____

Preston, Bill Yes___ No___ GRADE ____

Research, John Yes___ No___ GRADE ____

COMMENTS: Please feel free to use this space to add comments related to the need for tutoring, observed changes in

demeanor (anxiety, aggression, depression) or to expand on the feedback provided above.

Faculty Feedback – Fall 2010

Faculty Feedback – Fall 2010

FRESHMAN FACULTY FEEDBACK FORM

26

Faculty Feedback Email

Faculty Intervention The Results

• Student is sent an automated email immediately after faculty submits feedback

• Results from the Faculty Feedback are automatically sent to the Retention Office

• Automated reminder to faculty who have not responded • Office of Retention immediately contacts the student via phone

and/or email • Intervention via online Faculty Feedback is 2-3 weeks faster than

previous paper version

RESULTS – 28% increase in faculty participation

4. Parent Participation Program

1 2 3 4

Family Educational Rights and Privacy Act (FERPA)

Obtain consent at PREP to release student information (mid-term grades go home to freshman parents)

Parental notification of academic, medical and personal student information

Student releases required for information to go to parents

Parents Participation ProgramMethods:

Three written contacts each semesterEstablished an 800 number for parentsMid-term grades sent home to parents

Parent card

Results:

Uncovered student needs by talking with parents – information bonanza!

Established good communication with parents, makes them feel comfortable in calling

Associate Director for Student Success and Retention, Advising Center, Athletic Advising, and Learning Assistance Center work closely together, and then follow up to solve problems

Survey sent to parents during the first three days of the 1st semester of the student’s freshman year

Parents ask students questions and PHONE IN if they are worried about their student’s responses.

Sample questions:Can you name four friends that you have at Xavier?

Do you have at least one activity that you are participating in at Xavier?

Have you set a goal for your GPA at the end of the first semester?

Parent Participation Program Freshman Adjustment Survey

From Paper to e-Communication

2005 Results - Sent to 765 parents

25 parents called in results (3%)

25 interventions (3%)

2010 Results - Sent to 1037 parents

207 took survey (20%)

127 interventions (13%)

5. Summer Survey

1 2 3 4 5

Summer SurveyPurpose:

To identify students at risk for not returning for the next fall semester and provide intervention before it’s too late!

Electronic survey sent to all students in the last week of May

Designed to identify retention issues for rising

Summer Survey The Results

RESULTS DOUBLED!

• 2005 - Sent paper Summer Survey to 812 rising sophomores

- We had 185 sophomores respond to the Summer Survey (23%)

• 2010 – Sent electronic version of Summer Survey to 820 rising sophomores

- We had 365 students respond to the Summer Survey (44%)

Note: Summer Survey is now also sent to rising juniors and seniors

Summer Survey

Planning on returning to Xavier in the Fall?

10 37

385 89.12%

2.31% 8.56%

0

50

100

150

200

250

300

350

400

450

Definitely Definitely Not Probably

Process improvements:• Quick distribution of survey

via e-mail• Made submitting results

easier - online• Immediate identification of

at-risk students – no waiting for paper information to be returned

6. Special Financial Assistance Programs

1 2 3 4 5 6

Financial Assistance ProgramsEnrollment Services Retention Grants ($565,000)

Awarded to upperclassmen who file the FAFSAAre in good academic standingShow financial need/possibly impacting return to Xavier$200,000 new grants awarded per year

Summer School Grants ($65,000)Awarded to upperclassmen who file the FAFSAShow financial needDollars awarded based on credit hours taken(averages $300 per student per course)Helps students regain academic scholarships, financial aid eligibility and keeps students academically aligned toward graduation

7. Bursar Hold Initiative

1 2 3 4 5 6 7

Bursar Hold Initiative Developed list of undergraduate students who

owe the university an amount of money from a previous semester and are unable to register

E-Communication with students to determine reason for non-payment

Work with financial aid to resolve payment issues

Increase students’ financial aid with loans or grants

Match registered students to non-registered students after Priority Registration is completed

Review and evaluate students who are removed from delinquent list

Set dollar threshold (e.g., $500) for students to be able to register

Bursar Hold Initiative• 2005 Results – no means of tracking results• 2009 & 2011 Results (undergrad only)

SPRING 2009 FALL 2011

Start:7/1/09

Update: 7/5/09

Start:10/15/11

Update:1/19/12

Students with Bursar Holds

96 43 687 89

Total Bursar Hold Amount ($)

$542,866 $222,400 $2,355,000 $305,000

Total Amount Collected ($)

$320,466 $2,050,000

Retain and the Changes (a summary)

2006: Faculty feedback developed

Freshman parent adjustment survey sent out

Mid-term grades sent home to parents

2007: Bursar Hold: Letters sent to those who cannot register

2008: Letter Writing Campaigns

Summer school letters to all undergraduates

Freshman parent adjustment survey

Freshman parent letter beginning of each semester

2009: Consolidated four different early warning notifications under Retain (Retention, Athletics, Advising, TRiO)

2010: Integrated “Retain” with Banner

All academic advisors can now see remarks of visits with Retention Office, Athletic Advising, and TRiO Program

2011: Retain now campus wide

2012: Virtual orientation, Case Management and AgileGrad

Xavier Retention Program Evaluation

Number and percentage of students retained by cohort (fall to fall)

Graduation rate Number of students in Freshman Success Program who

return for fall classes Number of mid-term grade indicators, (GPA below 2.0,

number of class withdrawals, grades of F), compared to final grade indicators

Number of student visits to the Student Success and Retention Office

Number of parental responses from parent survey Number of Faculty Feedback Forms returned Dollars committed for Summer Grant Program and

Enrollment Services Grant Program Number of students whose academic scholarship or financial

aid has been restored

Summary of Success Remarkable first-year results

Early and quick identification of a larger population of at-risk students

Outstanding revenue rewards

High Tech = High Touch

Increased student service and satisfaction

Forecasted 90% retention rate for Fall 2011

Forecasted 72%-Hit 71% 4-year graduation rate - 2% increase from previous year

Increased engagement of faculty in identifying and mentoring at-risk students

Increased FERPA-approved parental interaction to 99%

QUESTIONS?

Hobsons’ Student Success Suite

AgileGrad

Retain

Virtual Orientat

ion

Student Success Officers(Communicate and Alert)

Advisors, Coaches, Faculty, Financial

Aid, Tutoring(Plan and Advise)

Orientation Staff(Prepare and Orient)

Virtual Orientation

What issues are students facing?

High level of anxiety pre-arrival Potential doubt around school choice Absorbing lots of new information Hungry to know what campus will be like

Benefits of Virtual Orientation

Make students feel comfortable, welcome and appreciated resulting in a rise in overall retention rates

Measure your program effectiveness by monitoring and testing student progress

Customize modules to meet the needs of your institution

Easily integrate with your current communication system including Hobsons Retain & Connect solutions

Demonstrate your school’s desire to work with students on their schedule, offering online orientation 24/7

Increase in-person orientation participation due to online excitement

Build a more connected community of students

AgileGrad

Easy to use, one click technology that allows students and advisors to create student-specific degree based roadmaps to graduation.

Benefits of AgileGrad

Allows advisors and students to review, alter and monitor student course load & path to graduation based on degree.

Aids students in making crucial decisions pertaining to course selection

Provides school with accurate curriculum and class forecasting

Equips advisors with detailed information to help students make informed decisions

Encourages student retention by providing a clear path to graduation

50

Hobsons’ RetainTM is an early alert and student retention CRM solution crucial to supporting an institution’s student success strategies.

Retain

51

Ensure cross-campus collaboration

by centralizing execution strategies.

Monitor student activity and notify advisors

if there is an issue with a student.

Give you the tools to proactively flag

and target at-risk students.

Allow student success advisors to

intervene and connect with at-risk

students.

Use innovative tools and technology

to keep students and faculty up to date

on activities, alerts, and campus-wide

initiatives.

Benefits of Retain

PartnershipsNoel Levitz

strengthen existing partnership

RMS+ (student assessments, predictive modeling and retention audits)

53

Hobsons – NL Partnership

Contacts

Adrian A. Schiessschiessa@xavier.eduExecutive Director for Student Academic Support Services Xavier University, Cincinnati, Ohio

Brian Mikesellbrian.mikesell@hobsons.comV.P. Student Success Solutions, Hobsons