4 departments 30 advisors 16,000 students year one with agileadvisor
TRANSCRIPT
4 departments 30 advisors
16,000 studentsYear One with AgileAdvisor
Amanda Fuentes LorensDirector, Student CommunicationsHunter College/CUNY
what we will discuss
• Part 1: Context
• Part 2: Best Practices
context
about us• New York (CUNY)
23,000 + studentsUndergrad/Grad
• Student Communications
• Hobsons client since 2008Connect CRM (x2)• Retain CRM • Events, Interviews &
Trips, Answer, Telecenter, Chat
• ApplyYourself• AgileAdvisor
our advising model
Peer Advisors
Peers
Academic Advisors
Campus Resources
Pre-Professional
Advisors Faculty Advisors
Before AgileAdvisor, how satisfied are or were you with your advising appointment/ case management tool?
this is your answer.
this was our answer.
why AgileAdvisor?
Data integration
Caseload model
Appointment scheduling
the pilot departments
Peer Advisors
Academic Advisors
Office of Advising 22+ advisors
14,000 studentsCaseload: ~ 600
Scholar Programs2 advisors
600 studentsCaseload: ~ 300
the implementation.
MARCHTraining and Launch
FEBRUARYConfiguration
JANUARYDeveloped Implementation Team/Kick Off
DECEMBERReceived Approval to Implement
the approach
Scholar Programs
• Full implementation
• 600 students• Early March
Office of Advising
• Pilot subset• ~3000 students
(rising juniors)• Mid March
the results • 50% of students in pilot scheduled appointments through AgileAdvisor
• 79% attended appointments scheduled
• # appointments increased by about 30% in first few months (when compared to previous year’s period)
what happened next?
Peer Advisors
Academic Advisors
Office of Advising 22+ advisors
14,000 studentsCaseload: ~ 600
Scholar Programs2 advisors
600 studentsCaseload: ~ 300
Pre-Professional
AdvisorsPre-Law2 advisors
400 students
Pre-Health4 advisors
1500 students
best practices
the best practice
How/where this worked best for us
Tools for application
best practice #1:
think bigto set up AgileAdvisor for multi-department use
think bigwhen customizing the student interface.• Branding
• Leverage free space for additional details
• Generic appointment types
think bigwhen customizing the student interface.Why generic appointment types are helpful:
• Student centered: Keeps front end simple
• Limits ‘incorrect’ appointment requests
• Comparison Reporting
think
bigwhen configuringextra fields.• Advisor facing side
• Custom dropdowns and text fields by type NOT by department
• Department specific values
think
bigwhen crafting youremail notifications.
• A generic advisor ‘delegate account’ (ex: [email protected])
• Mention all locations
• Use advisor variables in message
• For branding: your college logo and Hobsons
• Staff permissions• Customizable Text Updating• Advising Center Settings• Advising Center Email Settings
• Some negotiation skills
think big
best practice #2:
take care of your usersto gain system buy-in
• Demo
• Training and User Guide
• Product Suggestions
• Troubleshooting process
take care of your users: advisors
• Guide
• Troubleshooting process
take care of your users: students
• Customer service skills
• Demo student record
• User guide • pdf or web• Screen casts or
screenshots
• Suggestions: COMPASS
• Troubleshooting process
take care of your users
best practice #3:
standardizeyour processesto manage with limited resources
• Implementation worksheet and plan
• Same approach1. Worksheet2. Demo/discussion
of advising needs3. Training4. Launch
standardizesubsequent implementations.
standardizestaff permissions.
• Design implementation worksheet based on institutional advising model
• Permission levels: Staff Group Management
• Shared workspace or drive
standardize
best practice #4:
be creativeto make AgileAdvisor betterfit your needs
be creativewith file uploads.
be creativewith data integration.
be creative
• Collaboration with IT
• Schedule for manual extract
• Procedure/process tool
Questions?