expanding the coordinated care network...collaborate on common ground generate awareness using a...

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Expanding the Coordinated Care NetworkStrategies for Engaging and Onboarding Student Support Units

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©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.”




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



4

Onboard Core Users Before Engaging Support Units in Campus Platform


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



5

Onboard Core Users Before Engaging Support Units in Campus Platform


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



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



7



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



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:



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


Three Ways Campus Enhances Care Delivery

Improve Care Delivery Within Support Units

Improve Care Delivery Across Support Units

*Enhancements Coming Fall 2018



10

Creative Ways Support Units Are Using Campus to Improve Care


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+



11



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



12

Collaborate with Support Units to Build Trust and Generate Buy-In

Practice 3: Support unit needs assessment


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



13



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



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



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



16

Launch Case Management with Pilot Units Before Full-Scale Rollout

Practice 6: Case Management launch models


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



17

Design Case Open and Close Reasons for Ease of Use and Force of Insight

Practice 7: Insight-oriented case reasons


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



18

Establish a Structure for Accountability in Case Management System

Practice 8: Case Management oversight


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



19



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



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



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


Three Ways Campus Enhances Care Delivery

Improve Care Delivery Within Support Units

Improve Care Delivery Across Support Units



22


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.



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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