It Takes a VillageA Holistic Approach to CRM Implementation

Alison ThimblinDean, Natural Science & Mathematics

Woodbridge CampusNorthern Virginia Community College

Northern Virginia Community College• Founded in 1964• Located outside of Washington DC, serving Northern Virginia

6 campuses and 4 centers, including online learning• Accredited by the Southern Association of Colleges and Schools• Second-largest community college in the US

75,000 students and over 3,000 faculty and staff• The College offers

77 two-year degree programs (A.A., A.S., A.A.A., and A.A.S.)15 Certificate Programs61 Career Studies Certificate Programs

• Student Information System: PeopleSoft

NOVA’s students• Median Age: 22.8

• Race/Ethnicity Distribution: 47.2% White17.4% Black16.3% Asian14.4% Hispanic0.4% Native American4.3% Other

• Enrollment Status:37.7% full-time62.3% part-time

• Quality Enhancement Plan: GPS for SuccessFocused on improving academic planning and advising

• Student Success InitiativesOrientationPlacement TestingAdvisingCollege Success CourseDevelopmental Education

Catalyst for change

Why Hobsons?

Implementation team researched tools that would provide the following:

• Academic planning tool• Effective and efficient advising• Improved consistency• Tracking student progress

• Move from reactive to proactive (“intrusive”)• Defining existing advising roles

Clearer expectations of faculty advisorUnderstanding the counselor’s role

• Creating new rolesFirst Year AdvisorsCoordinators of Student SuccessFaculty Advising ManagersDirector of Advising

• Improving consistency and accountability• Understanding the link between advising and student success

Changing the advising culture

What products?

Retain – stared implementation in 2012AgileGrad – live in 2014Connect – live in 2015

ITAcademic leadershipCampus leadershipAdvising unitsStudent Services CounselorsFirst Year AdvisorsStudent Success Course facultyFaculty AdvisorsFinancial AidHigh School Outreach personnelMarketingOffice of Institutional Research

Stakeholders

Engaging a diverse community

• Implementation TeamLarge enough to represent stakeholders, small enough to be productive

• Getting everyone on the same pageFocus on best practices and research

• Resources neededReallocation vs. new

• AccessWho should have it?

• Project management skills a must• Getting feedback takes times• Stakeholders need to “see” before they can provide thoughtful

input• Time needed for “digestion”• Business processes at your institution• Ever-changing needs• Dynamic product• Resistance to change: faculty, staff and students

Lessons learned

Student Success

• Keeping student success as the focus• Documenting how we use the products to improve success• Measuring student success using Hobsons

Questions?