insidetrack ebook: building a highly effective coaching and mentoring program at scale
DESCRIPTION
The effectiveness of success coaching for students is well documented in higher education literature. Longitudinal data shows the impact of coaching on retention and graduation rates. Coaching has a positive impact on student engagement and satisfaction. Numerous controlled studies have verified the impact and cost-effectiveness of coaching. Coaching programs can be tailored to various students and points in the student lifecycle. Developing an effective, scalable coaching program requires cross-functional commitment. Success requires clear and realistic goals, based on current realities.TRANSCRIPT
1 Confidential © InsideTrack, 2013
Building a highly effective coaching and mentoring program at scale
2 Confidential © InsideTrack, 2013
The effectiveness of success coaching for students is well documented in higher education literature
• Tinto’s theory of student departure - Coaching facilitates students’ smooth transition from separation transition incorporation
• Astin’s theory of involvement aligns with coaching’s efforts to facilitate student action
• Rendon – coaching provides space for student validation, helping to improve confidence and reduce self-doubt
• Sanford – coaching assesses student readiness, and aims to provide appropriate mix of challenge and support for student
• Kuh – coaching promotes student engagement in high impact practices and educationally purposeful activities
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Longitudinal data shows the impact of coaching on retention and graduation rates
Data source: Bettinger, E. P., & Baker, R. (2011). The effects of student coaching in college: An evaluation of a randomized experiment in student mentoring (Working Paper No. 16881).
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0% 20% 40% 60% 80%
Involvement in the campus community (i.e. friends, organizations, etc.)
Budgeting, finances, covering educational and living costs
Commitment to graduating
Academic success
Managing competing commitments
Staying healthy and mentally positive
Being an effective college student
Control Coached
Coaching also has a positive impact on student engagement and satisfaction
Percentage of students who reported they were very satisfied with the following areas of college life:
Data source: Florida State University and InsideTrack, “Coaching enhances the student experience and increases enrollment, retention and graduation rates,” January, 2011.
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Numerous controlled studies have verified the impact and cost-effectiveness of coaching
“The results are clear: retention rates were greater in the coached group and the results do not change when we control for key demographic factors. Moreover, the expenditure is much smaller than that which would be required under an alternative policy.” Professor Eric Bettinger, Associate Professor, Stanford University
“ This mentoring program for college students was found in a well-conducted randomized controlled trial to produce a 14% increase in college persistence two years after random assignment, and a 13% increase in likelihood of graduating college four years after random assignment.”
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Coaching programs can be tailored to various students and points in the student lifecycle
Enrollment Coaching • Conversion (from app or admit) • Yield (admit/registration to start) • Strong Start (prep for success)
Success Coaching • Transition (first 2 terms/semesters) • Continuation (on-demand) • Special populations (military, non-resident, first-gen, etc.) • Special situations (probation, transfer, etc.)
Career coaching • Structured/Comprehensive • On-Demand/Tactical
Enrollment growth and diversity Competitive differentiation
Improved efficiency Market insights
Higher retention and completion Tailored student experience
Improved operational effectiveness Student experience insights
Better career readiness Stronger employer relations
Stronger alumni relations Brand differentiation
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Developing an effective, scalable coaching program requires cross-functional commitment
Core functions
Serves as liaison to academic advising, financial aid, career and other services
Prospective Student Coaches
Enrolled Student Coaches
Coaching Managers
Mentor coaches and facilitate development of best practices
Work one-on-one with prospective and enrolled students through regular, structured phone conversations and ad-hoc online communication
Organizational support Quality Control Pedagogy Communications Research/ Analytics
Operational Consulting Recruiting IT/Systems
Development Professional Development
Guides program director and serves as liaison to other senior administrators
Evaluate coaching calls; measure performance on broad range of metrics
Improve and develop new coaching methodologies and incorporate into best practices
Develop student-facing coaching materials and drive student adoption
Prepare detailed quantitative and qualitative reports for administrative decision making
Support functional leaders in operationalizing changes based on student experiences and feedback
Extensively screen and evaluate coach candidates to ensure highest quality hiring
Develop and administer systems used for coaching, data management and reporting
Train and certify coaches through multiple levels of mastery in various subjects
Program Director
Executive Sponsor
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First-year retention (first-time-full-time freshman at semi-selective private
university campus)
89.0% 90.1% 88.5%
84.6% 85.1% 85.5%
Cohort A Cohort B Cohort C
Coached Control
Graduation (first-time-full-time freshman at semi-selective private
university campus)
75.4% 68.9%
54.5% 63.2% 65.2%
50.2%
6-year 5-year 4-year
Coached Control
Success requires clear and realistic goals, based on current realities
Dropout resumption (post-traditional students at low selectivity online program)
21%
34% 32% 31%
12% 20% 20%
15%
1st TermDrops
2nd TermDrops
3rd TermDrops
4th TermDrops
Coached Control
Inquiry conversion (all inquiries at semi-selective online program)
10.8% 12.4% 11.2%
8.3% 9.2% 8.4% 8.1% 5.9%
September January March June
Coached Control
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Second Round • In-depth raw coaching
skill assessment • Ability to implement
feedback • Performance
orientation
Program Director Interview • Team fit • Additional role play • Inquisitiveness • Tone of voice • Drive for Success
Reference Check and Background Check Include discussion with most recent supervisor, whenever possible
Resume and Cover Letter Screen • Degrees • Relevant prof.
experience • Interest in student
success • Fit with institution
Voice Screening • Tone of voice • Ability to respond
under pressure • Comfort with
technology • Communication skills • Interpersonal skills
Phone Interview • Communication skills • Interpersonal skills • Fit with institution • Drive for success • Salary range fit
Profiling exercise • Thinking and
reasoning style • Behavioral traits • Occupational
interests
Group Interview • Role plays • Raw coaching skill
assessment • Active listening • Interpersonal skills • Commitment to
mission
Top-Quality Candidates
Great coaching begins with great coaches and great candidates come from rigorous selection
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Great coaches are developed, not born
New coach training /
orientation Ongoing certification –
multiple levels of mastery, multiple disciplines
Routine quality assessment/developmental observations
Individual professional development meetings
Team training
Student Impact
Coaching Methodology
Meeting Structure
In his/her first year alone, a new coach should receive 100+ hours of professional development
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Great coaching also requires a methodology that addresses all areas of student success
School Community
Academics
Career
Managing Commitments
Commitment to Graduation
Health & Support
Finances
Effectiveness
Clarify where student wants to be after graduation Connect to what student needs to accomplish every week Help organize student’s commitments to get work done Motivate student to overcome obstacles Reaffirm value of the institution
LONG-TERM GOAL
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Coaching works best when closely aligned with other student support functions
Other Support Services
Financial Aid
Career Services
Academic Advising
Coaching
Coaching supports: • Higher contact rates • Better student preparedness • Consistency in messages and service delivery • Proactivity / issue prevention
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A “Success Creation” mindset is critical to an effective coaching program
Success Creation Failure Prevention
How students are introduced to coaching “Get to know you” call from coach Orientation / information packet
When students hear from coaches
At regularly scheduled meetings designed to keep them on track
toward their goals
Missed a class, failed a test or otherwise triggered a “flag” in the
early alert system
Why students might reach out to coaches
Want to brainstorm a challenge or celebrate a recent win
Facing significant hardships, on the verge of failing, dropping out
A “Failure Prevention” mindset results in wasted resources and lost opportunities
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Coaching cost-effectiveness is maximized by assessing likelihood of impact by student type
Coach to enhance experience, optimize learning outcomes
Coach to maximize chances
of completion
Leverage other means to enhance experience,
optimize learning outcomes
Leverage other means to maximize chances
of completion
Risk of Attrition
Like
ly Im
pact
of
Coa
chin
g
Low
Low
High
Hig
h
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Maximizing the impact of coaching requires investment in technology and analytics
Both to manage the delivery of coaching and to generate the insights that guide operational and executive decision making
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Many institutions choose to partner with a coaching services provider
The reasons for partnering vary: Focus: Partnering enables institutions to focus on their core competencies and simultaneously address a larger number of competing priorities Time-to-Benefit: It takes many years to develop a coaching program to the point where it consistently delivers significant impact Economies of Scale/Scope: Coaching services providers work with a broad range of institutions and students, enabling them to better amortize the costs of specialized expertise and technology Variable Expense vs Capital Investment: By contracting for coaching services, institutions can turn a capital investment into an expense that varies directly with enrollment Risk Management: Implementing an established program avoids the financial, brand, regulatory and other risks associated with a steep learning curve
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The keys to selecting the right partner are expertise and fit
Before engaging a coaching services provider, consider the following: Mission/Values: Does the organization share your core beliefs? Brand/Reputation: Are they known for operating with integrity, as a trusted partner? Effectiveness: Do they have a strong, well-documented history of success? Accountability: Are they committed to measurement, transparency and accountability? Focus: Is enhancing student engagement and success their core purpose?
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Increase enrollment, retention and graduation by 15%. • 1:1 coaching for prospective and enrolled students
• Actionable insights on student perceptions and needs
• Systems to ensure measurement and accountability
InsideTrack works with you to implement a system for continuous improvement
InsideTrack is the only college dropout prevention initiative to meet WWC evidence standards
Increase student and institutional success.
Contact us: [email protected]
415.243.4468 www.insidetrack.com