expanding the coordinated care network...collaborate on common ground generate awareness using a...
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©2017 EAB Global, Inc. • All Rights Reserved. • eab.com
Expanding the Coordinated Care NetworkStrategies for Engaging and Onboarding Student Support Units
©2017 EAB • All Rights Reserved • eab.com
2
What Happens When Care Is Uncoordinated?
Source: SSC interviews and analysis.
“Just because of the sheer size of the university, I felt as though
I was not individually cared about at times.”
The ‘shuffle’ is a known thing around campus. Whether it’s
financial aid, paying bills, pretty much anything, we get bounced from office to office just to get one question answered.”
“Any time I had a question, people were bouncing me around from this person to that person. By the time I registered
for my classes the ones I needed were already taken.”
“My first semester I was in tears because—it wasn’t actually
anyone in particular’s fault, but trying to get all the documents that I needed…it just seemed like everything was everywhere.”
“I called the Financial Aid Center 7 times one day and waited and
waited for them to answer. Finally they answered after my seventh try.”
©2017 EAB Global, Inc. • All Rights Reserved. • eab.com
3What Is a Coordinated Care Network?
People
Advisors, administrators, faculty, career services, financial aid, counseling, tutoring services, residence life
Technology
• Tracked communications• Shared documentation
of service interactions• Case management• Progress reports and alerts
Process
• Note taking and sharing standards
• Referral and transition policies
• Coordinated support and communication processes
©2017 EAB Global, Inc. • All Rights Reserved. • eab.com
4
Onboard Core Users Before Engaging Support Units in Campus Platform
Source: SSC interviews and analysis.
Slow and Steady Wins the Race
Professional
Advising
Faculty
Advising
Faculty
Instructors
Residence
Life
Career
Services
International
Student Office
Financial
Aid
Transfer
Student Office
Tutoring
We took the time to think things through and establish the right processes before adding new units…. Now, I’ve got a list a mile long of units asking for access to the platform.”
-Dr. Samara Foster, Managing Director
University of California, Santa Cruz
©2017 EAB Global, Inc. • All Rights Reserved. • eab.com
5
Onboard Core Users Before Engaging Support Units in Campus Platform
Source: SSC interviews and analysis.
Slow and Steady Wins the Race
Professional
Advising
Faculty
Advising
Faculty
Instructors
Residence
Life
Career
Services
International
Student Office
Financial
Aid
Transfer
Student Office
Tutoring
We took the time to think things through and establish the right processes before adding new units…. Now, I’ve got a list a mile long of units asking for access to the platform.”
-Dr. Samara Foster, Managing Director
University of California, Santa Cruz
©2017 EAB Global, Inc. • All Rights Reserved. • eab.com
6
Four Stages of Developing a Coordinated Care Network
Expanding the Coordinated Care Network
Engage Units in a Unified Vision of Student Care1
2 Onboard New Units onto the Campus Platform
3 Build Collaborative Practices
Optimize Care Coordination4
©2017 EAB Global, Inc. • All Rights Reserved. • eab.com
7
Four Stages of Developing a Coordinated Care Network
Expanding the Coordinated Care Network
Engage Units in a Unified Vision of Student Care
How do we help support units view themselves as a part of the CCN?
How do we help support units see the potential of using Campus?
1Practice 1: Promote a unified vision of student success
Practice 2: Adopt a flexible approach to platform engagement
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8
Practice 1: Promote a unified vision of student success
Source: George Mason University,
Fairfax, VA; Southern Utah University, Cedar City, UT; SSC interviews and
analysis.
Collaborate on Common Ground
Generate Awareness Using a Compelling Infographicor Metaphor
Revise Unit Mission Statements to Support a Common Goal
Succinctly communicate purpose and goals of initiative and define leadership expectations of support units
Unite Campus Stakeholders Around a Single Vision of Student Success
The mission of Career Servicesis to Support Student Retention and Completion by…
Pave the way for inter-unit collaboration by aligning the missions of support units around a common goal
Mission Statement:
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9
Coordinate with Support Units
• Initiate cases and alerts
• Receive cases and alerts
• Add information to student files
• Student Notes
• Categories/Tags
Engage with Students
• Individual communications
• Mass communications
• Appointment scheduling*
• Queue Management and Visit Tracking*
View Student information
• View student Profiles
• Advanced Search to identify student populations
• Institution Reports & Population Health Dashboards
for data insights
A Framework to Identify Platform Features That Benefit Support Units
Practice 2: Adopt a flexible approach to platform engagement
Three Ways Campus Enhances Care Delivery
Improve Care Delivery Within Support Units
Improve Care Delivery Across Support Units
*Enhancements Coming Fall 2018
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10
Creative Ways Support Units Are Using Campus to Improve Care
Source: SSC interviews and analysis.
1) Read only access to Campus is our recommended approach for onboarding
privacy protected units onto platform.
One Size Doesn’t Fit All
Counseling Center
360º Student Profile gives
counselors additional context during student meetings.¹
Center for Diversity and Inclusion
Staff track student
caseloads using Campus Watch Lists.
Recreation and Wellness Center
Director identified students
for an engagement campaignusing Reports and Advanced Search.
Residence Life
Improve collaboration
over student cases using shared notes.
Financial Aid
Collaborates with Registrar and
Bursar offices to resolve student financial holds through Case Management.
Support Units
Using Campus
Athletics
Bursar Office
Career Services
Center for Diversity and Inclusion
Counseling Services
Disability Support Services
First-Year Experience
Financial Aid
Honors Office
International Student Office
Latino Student Center
Office of Institutional Research
Parent Family Services
Recreation andWellness Center
Registrar
Residence Life
Student Information
Transfer Student Office
Tutoring Center
Veterans Office
Writing Center
20+
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11
Four Stages of Developing a Coordinated Care Network
Expanding the Coordinated Care Network
2 Onboard New Units onto the Campus Platform
What are the right activities for onboarding support units onto the platform?
How do we scale user training and onboarding to support new and unique users?
Practice 3: Support unit needs assessment
Practice 4: On-demand policy training videos
Practice 5: Centralized help email account
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12
Collaborate with Support Units to Build Trust and Generate Buy-In
Practice 3: Support unit needs assessment
Source: SSC interviews and analysis.
First Listen, Act Second
Listen
Learn about unit mission, current
initiatives & broader
student success goals.Document existing
work flows.
Evaluate
Gauge unit satisfaction with
current technology
and processes.
Customize
Identify opportunities for process redesign.
Share Campus
features that align with unit needs.
Collaborate
Once process redesign is complete, begin
Campus rollout
starting with features prioritized by unit
stakeholders.
The University at Albany’s Support Unit Consultation Process
By working with each unit individually to understand their current processes and giving them ownership over which features they want, we’ve been able to turn skeptics into interested, willing partners.
—Dr. JoAnne Malatesta
Assistant Vice Provost for Undergraduate Education
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13
Four Stages of Developing a Coordinated Care Network
Expanding the Coordinated Care Network
3 Build Collaborative Practices
What are the keys to a successful Case Management system?
Practice 6: Case Management launch models
Practice 7: Insight-oriented case reasons
Practice 8: Case Management oversight
©2017 EAB Global, Inc. • All Rights Reserved. • eab.com
14
A Deep Dive into Case Management for Support Units
Three Types of Support Alerts in Campus
Share potential risks that do not warrant immediate action with other care team members
• Student works
20+ hours; concerned about
balancing work
and academics
• Late/missing assignments
• Class absences
• Sleeping in class
• Financial Aid
(needs help resolving financial hold to register
for classes)
• Student Affairs(seeking support
for visa renewal)
Request faculty feedback on student performance early in the semester
Inform relevant support offices of student risk requiring immediate intervention
Progress Reports Alerts Cases
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15
Overview of Case Management Process
Case Management in a Nutshell
• Determine who can
initiate cases
• Curate reasons for opening a case
• Select units to
receive cases
• Update case
details as needed
• Close case using appropriate outcome
Care Administered
Case ClosedCase ReceivedCase Initiated
Analyze case trends and intervention impact
to improve care strategy
Lifecycle of a Case
2-4 weeksIssue Discovered
Estimated Timeline
0-2 Days
Considerations for Developing Case Protocols
• Establish process
for triaging and monitoring cases within unit
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16
Launch Case Management with Pilot Units Before Full-Scale Rollout
Practice 6: Case Management launch models
Source: SSC interviews and analysis.
1) Elizabeth City State University
Start Small, Then Expand
I agree it’s a whole institution effort, but the
whole institution may not need to engage simultaneously. The institution does not move
nimbly that way.”
My best advice would be to start small with only
a few offices involved. This allows you to develop a strong understanding of case management and
give you time to develop a functional work flow.”
Select 1-4 pilot units that:
Criteria for Selecting Units to Pilot Case Management
Are genuinely enthusiastic about serving as the test case
Regularly collaborate over student cases
Recognize the limitations and inefficiencies of current process (or lack thereof)
1
2
3
Example Pilot Units
• Tutoring
• Advisors
• Financial Aid
• Registrar
• Bursar’s Office
Consultant Suggestion ECSU¹ Pilot Units
—Dr. JoAnne Malatesta,
University of Albany
—Associate Vice President,
Large Public Institution
Case Purpose:Connect students
with tutoring services
Case Purpose:Resolve financial holds
preventing registration
Resolved
168 of 170student cases
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17
Design Case Open and Close Reasons for Ease of Use and Force of Insight
Practice 7: Insight-oriented case reasons
Source: SSC interviews and analysis.
1) Recommended for Privacy Protected Units
Insightful, Actionable, Measurable
Case Open ReasonsPartial list of WCU’s case reasons
• Academic tutoring
• Academic advising
• Career counseling
• Financial issue
• General change in student demeanor
• Student engagement
Open R
easons
Clo
se R
easons
Case Close Reasons
• Issue has been resolved
• Student receiving ongoing care
• Student did not respond
• Case reassigned to another office
• Issue unable to be resolved
• Case received by unit¹
Avoid Choice Indecision
Develop broad, mutually exclusive reasons for opening cases to facilitate case submission.
Power Data Insights
To facilitate impact analysis, close reasons should be designed around desired care outcomes
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18
Establish a Structure for Accountability in Case Management System
Practice 8: Case Management oversight
Source: SSC interviews and analysis.
Identify an Air Traffic Controller
Case Czar
Tiered Oversight
Case Management Air Traffic Controller
Triage and send new cases to correct unit
Track progress of open cases
Spot-check correct use of case open and close reasons by users
Promote awareness and utilization of Case Management among Campus users
Update and close cases
Run analyses to track utilization and impact of Case Management
Senior Administrator
Support Unit Liaisons
Senior Administrator
Triages new cases
Tracks progress of open cases
Runs utilization and impact reports
Triages new cases
Updates and closes cases
Tracks progress of open cases
Promotes Case Management among Campus users
Runs utilization and impact reports
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19
Four Stages of Developing a Coordinated Care Network
Expanding the Coordinated Care Network
4
Optimize Care Coordination
What are SSC members doing to expand and enhance their CCN?
What is EAB doing to make it easier for us to optimize the CCN?
Practice 9: Support unit cross-training
Practice 10: Cross-departmental working groups
©2017 EAB Global, Inc. • All Rights Reserved. • eab.com
20
Associate appointments scheduled outside Campaign framework with Campaign metrics
Population Health Management Dashboards to identify at-risk students for Campaign interventions
Current
Coming Allow for other departments, such as Financial Aid and Career Services, to utilize Campus with access levels around each appointment type
Flexible & configurable appointment scheduling for support units with location level configurability
Consolidate all scheduling work flowsinto single interface
Configurable student scheduling questions
Optional weekend appointment scheduling
New Appointment Center User Interface
Campus Updates to Power Your Coordinated Care Network
Campus Road Map
Increasing Platform Flexibility and Scalability
More granular permissions and restrictions for appointments and summary reports based on appointment types
Redesigned Administration page for easier interaction with common settings
New Athletics permissions area as well as Data and Privacy access tabs
STUDENT INFORMATION
AND DATA ANALYSIS
APPOINTMENT
SCHEDULING
USER PERMISSIONS AND
CONFIGURATIONS
©2017 EAB Global, Inc. • All Rights Reserved. • eab.com
21
Coordinate with Support Units
• Initiate cases and alerts
• Receive cases and alerts
• Add information to student files
• Student Notes
• Categories/Tags
Engage with Students
• Individual communications
• Mass communications
• Appointment scheduling
• Queue Management and Visit Tracking
View Student information
• View student Profiles
• Advanced Search to identify student populations
• Institution Reports & Population Health Dashboards
for data insights
A Framework to Identify Platform Features That Benefit Support Units
Practice 2: Adopt a flexible approach to platform engagement
Three Ways Campus Enhances Care Delivery
Improve Care Delivery Within Support Units
Improve Care Delivery Across Support Units
©2017 EAB Global, Inc. • All Rights Reserved. • eab.com
22
Four Stages of Developing a Coordinated Care Network
Start Expanding Your Care Network Today
1. Engage Units in a Unified Vision of Student Care
2. Onboard New Units onto the Campus Platform
3. Build Collaborative Practices
4. Optimize Care Coordination
Lay the foundation for collaboration among student support units by introducing
a campus-wide vision for improving student success that engages all support units. Help units define their role and contribution to this initiative and communicate
role technology will play in realizing this vision.
Collaborate with support units to identify the right role for EAB Campus
within their existing technology ecosystem.
Develop a sustainable, scalable approach to user training and onboarding
to support additional platform users.
Facilitate inter-unit collaboration using EAB Campus’s Case Management System.
Develop processes and protocols that facilitate information sharing, process oversight, and data insights.
Improve existing processes for care coordination with wraparound trainings
and cross departmental committees designed to implement rapid change.
©2017 EAB Global, Inc. • All Rights Reserved. • eab.com
23SSC Resources and Toolkits
Building a Campus
Communication
Plan
Defining the Role
of EAB in an
Existing Tech.
Ecosystem
Guide to
Cases, Alerts, &
Progress Reports
Guide to
User Roles
& Permissions
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