The First 100 days with SSC-Campus

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The First 100 Days with SSC–Campus Best Practices for Building Your Team and Maintaining Momentum


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3 Today’s Moderators

Amanda Johannsen Dedicated Consultant

[email protected]

202-568-7930

Ginny Lee Senior Director

[email protected]

202-266-5756


4

What Makes Campus Different From SSC–Foundation and GradesFirst?

Welcome to SSC–Campus!

Workflow

Documentation, collaboration, and case management tools that

facilitate coordinated care behind the scenes of the student experience

Interaction

Communication, scheduling, and direct engagement tools that enable staff to

use insights to promote successful behaviors and choices

Analytics

Data visualizations and analyses that provide staff with the insight to inform critical student success

activities and decisions

Uncovering Insights Hardwiring Insights Into the Student Support System

SSC-CAMPUS

Predictive Risk Scoring

Historical Institution Reports

Shared Notes and

Documentation

Appointment Scheduling

Program Dashboards

Progress Reports and

Alerts

Multi-Modal Communications

Major Explorer

Automated Campaigns

Campus-Wide Case Management

Student Kiosks

AVAILABLE IN SSC-FOUNDATION ADAPTED FROM GRADESFIRST

Advanced Filtering and Lists


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Implementation Overview: Milestones for SSC–Campus Implementation

What Do We Mean by the “First 100 Days”?

Months 1-3 Months 4-6 Months 7-9 Months 9+

Planning & Data Gathering Configuration & Site Build Validation & Sign Off Training & Launch

Kickoff & Discovery Onsite

Implementation Strategy Webinars

Leadership & Specialist Training Onsite

User Training Onsite (Phase I)

• Campus Communication Kickoff

• Configuration Settings

• Needs Assessment

• Workflow Audit

• Workflow Definition

• Predictive Model Discussion

• Communication & Training Planning

• Institution Reports Demo

• Institution Platform Demo

• Specialist Training Workshop (Phase I)

• Discovery (Phase II)

• Specialists Lead or Co-lead Initial User Training

• Campaign Brainstorm

User Training Roll Out (Phase II)

• Specialists Train Additional Users

Data Validation Webinar

Institution Reports Sign-Off Webinar

Go Live

Planning & Foundations

Webinars

Platform Sign- Off Webinar

Training Support

Sandbox site Office Hours

eModules User Guides


6 Meet Today’s Panelists

Farrah Jackson Ward (Program Owner)

Chair, Mathematics & Computer Science

Katherine Sweeney (Value Leader)

Director, Academic Advisement Center

Background:

• Public research university with ~9,000 students, part of the Univ. System of Georgia

• Previously had both GradesFirst and SSC—Foundation

• Limited rollout within Academic Advisement Center (13 advisors)

Leslie Dare (Technical Leader/ Value Leader)

IT Director

Background:

• Public research university with ~34,000 students

• Previously had GradesFirst Athletics

• Rebranded SSC–Campus as “Student Success GPS” with tagline “Go. Plan. Succeed.”

• Limited rollout with pilot schools began in February

Background:

• HBCU in North Carolina with ~1,600 students

• Previously had GradesFirst only (for three years)

• Rebranded SSC–Campus as “E4U”

• Advising component went live in March


ROAD MAP

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Building Buy-In and Momentum

Assembling the Right Teams

Open Q&A


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Overview of SSC–Campus Leadership Team Roles

Who Will Be the Key Members of Your Team?

Program Sponsor

Key Responsibilities Roles

• Overall program and organizational champion • Ensures support and holds team accountable

• Dedicated Consultant • Business Analysts • Software Engineers • Research and Cohort

Services Team • Product Manager • Data Scientist

EAB Team

Program Owner

• Demonstrates familiarity with the current institutional initiatives for advising and broader student success

• Leads overall effort to engage the users who will be using the product and maximizing value derived from the program

• Senior Leadership • Deans and Department

Chairs • Advising Unit Directors • Advisors and Other

Student Support Staff • Faculty • Students and Parents

Campus Stakeholders Application Administrator

• Primary owner of user activation, roles, permissions, and configurations

• Triage end user support and focus on end user experience

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Value Leaders

• Primary point of contact with campus stakeholders • Involved in planning and oversight of day to day;

ensures support for initiative, driving communication and advocacy at all levels

• Lead engagement teams

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Technical Leader

• Demonstrates familiarity with IT systems infrastructure; drives technology initiatives forward

• Leads effort to ensure configuration and data extraction/transfer/maintenance go smoothly

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Leverage Your Executive Leadership as a Strategic Ally

Program Sponsor

A Strong Program Sponsor:

Provides Visible Support

• Attends kick-off and major onsite meetings

• Ensures that provost and other executives invested in student success are apprised of the initiative’s progress

Inspires Change

• Serves as a figurehead on campus and beyond

• Delivers a clear and consistent message of support to stakeholders

• Helps to secures resources and remove roadblocks where necessary

Approves High-Level Choices

• Participates in regular “sponsor update” calls

• Signs off on major milestones

A Program Sponsor Does NOT Need to:

• Get “into the weeds” of the initiative

• Be the main point of contact for SSC

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In what ways have you leveraged your Program Sponsor?

Do’s and Don’t’s


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The True Owner—and Main Point of Contact—of the SSC–Campus Initiative

Program Owner

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Why Is This Role So Critical? Responsible for Driving Change, Leads Effort with Institutional Expertise

Six Characteristics of Successful Program Owners

Engaged

Collaborative, “Team Player”

Flexible Goal-Oriented

Proactive/Willing to Take Initiative

Confident Leader Who Can Hold Others Accountable

EAB Team

Executive Leadership

Deans and Faculty

Advisors and Frontline Staff

Media

Program Owner


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What Consultants Have Seen Go Wrong

Common Program Owner “Pitfalls”

Engaged

Collaborative, “Team Player”

Flexible Goal-Oriented

Proactive/Willing to Take Initiative

Confident Leader Who Can Hold Others Accountable

Six Characteristics of Successful Program Owners

Case in Brief: “Irene Inflexible”

Irene is unable to cope with setbacks. She…

• Has unrealistic expectations for the implementation timeline and product roadmap

• Rejects key process or project milestones assuming they “won’t work” on her campus, rather than helping adjust and adapt

• Responds negatively and vocally to unanticipated delays or challenges

Case in Brief: “Billy Bulldog”

Billy is engaged, but plows ahead without input. He…

• Doesn’t keep his SSC consultant in the loop or accept support

• Doesn’t acknowledge that all technologies are different, and implementation requires coordination and flexibility

• Doesn’t listen to or strive to understand stakeholder concerns

Case in Brief: “Stephen Shortsighted”

Stephen has trouble seeing the big picture. He…

• Waits to complete one milestone before becoming informed about the next

• Doesn’t connect SSC to the institution’s strategic goals, often more concerned with his own short-term goals

• Does not anticipate or communicate challenges to his SSC consultant


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Experts on Campus Focused on Site Performance and User Success

Application Administrators

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Application Administrator

Expert with an understanding of the overall student support structure on campus, basic technical knowledge, and larger roll out strategy Responsibilities:

• User Roles/Permissions Set Up • Understand and create user roles • Manage permissions by user and by role

• Initial Site Set Up/Site Configurations • Own building locations and services with

workflow team along with other site configurations

• Ongoing Support • Maintain user access, roles, and permissions • Modify any site-wide configurations • Collect issue reports and enhancement requests • Continue to work with EAB Team on larger items

Role Developed for In-House Coordination and Sustainability

What would appear in the “job description” for

a strong Application Administrator?


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Partnering with EAB to Get the SSC–Campus Site Live

Technical Leaders

*For institutions who have opted to leverage DAS Full or DAS Lite.

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Technical Business Analyst (Data Acquisition Services)* Gathers the data from your SIS, or provides scripts allowing you to do so on your own. Main point of contact for questions pertaining to the data/tables.

Business Analyst (BA) Manages the process in which EAB gathers, validates and automates data from your SIS

Your Dedicated EAB Technical Team Your Partners, Bringing Knowledge from Hundreds of SSC Implementations

Technical Project Manager

• Responsible for managing the technical implementation

• Serves as the main point of contact for the SSC BA

• Facilitates technical activities as necessary across parties at the member institution

Registrar’s Office Rep.

• Familiar with the functional use of the data

• Helps to identify data that is critical to campus workflow

• Assists in the data validation process to compare information between SSC–Campus and the SIS

Database Administrator (DBA)

• Responsible for guiding the use of the SIS throughout the data extraction process

• Helps identify the SIS tables to use when crafting extraction scripts. The SSC BA relies on the DBA for institutional data storage questions.

Typically: IT Director Typically: Assistant Registrar Typically: Database/IT Analyst


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Opportunity to Enfranchise a Wide Range of Constituents

Value Leaders

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What Are Value Leaders?

Individuals that spearhead specific initiatives within the SSC enterprise, such as user training, workflow integration, campaign planning, faculty engagement, success marker development, and historical insight analysis Roles and Responsibilities:

• Lead efforts to engage department leaders and users to derive value from the overall implementation of SSC—Campus

• Contribute expertise to communication efforts and strategy

• Oversee Engagement Teams (some additional Value Leaders serve as individual contributors)

Who are your Value Leaders and how do

they represent different corners of your

campus?


15 How It All Fits Together

Engagement Teams

SSC Leadership Team

Program Sponsor

Value Leaders (lead Engagement Teams)

The SSC–Campus Leadership and Engagement Team Structure

Workflow Development

Training and Development

Success Marker Development

Campaign Coordination

Program Owner

Application Administrators

Specialists

Program Owner Tech Leader


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Critical to Scaling Your Efforts, Ensuring That All Stakeholders Have a Voice

Engagement Teams

Engagement Teams

Go

als

an

d

Ob

jecti

ves

Represent various stakeholders to influence key functionality, configurations, and identify duplication

Early engagement and ongoing participation in technology training and development activities

Coordination and collection of success marker submission milestones

Alignment and coordination of various proactive outreach activities across campus

Mem

bers • Faculty Advisors

• Advising Leads

• Tutoring and Academic Support Leadership

• Advising and Tutoring Representatives

• Technology Trainers

• Faculty Development Chair

• Advising Leads

“Specialists”

• Faculty Chair

• Curriculum Liaisons and Representatives

• Advising Leadership

• Tutoring Leadership

Workflow Development

Training and Development

Success Marker Development

Campaign Coordination

Tim

ing

• Assemble team later in implementation

• Assemble team immediately

• Assemble team later in implementation

• Assemble team immediately


ROAD MAP

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Open Q&A


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How Did You Phase Your Roll Out (and Coordinate) to Best Serve Your Campus?

Rome Wasn’t Built in a Day

Risk Analytics Predictive modeling

and historical insights

Student Appointments Interactive scheduling accessible to students

Advisor Case Management

Including notes and advising reports

Faculty Early Alerts Instructor-submitted performance alerts

Student Kiosks/ Tutoring Centers

To track engagement with support resources

Considerations for Each Phase

Feature Sets User Types

+ Specific Departments, Colleges, or Units

Coordinating efforts on a single

platform…

…but with different

permissions and functions

Administrators

Advisors/Advising Directors

Students Faculty

Tutors/Front Desk Staff/Other Student

Success Professionals


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How Do You Motivate Team Members and Users on an Ongoing Basis?

Strategies for Building Buy-In

The best Engagement Team members are interested, enthusiastic, and self-motivated staff—recruit them wherever possible!

Seek Enthusiastic Participants With Varied Skills

If possible, loop in the communications or marketing department at your institution: they are often experts in branding to your specific stakeholders

Create a Strong Communications Plan that Will Work for Your Stakeholders

Encourage feedback from users—both positive and negative—and ensure that you have a system in place for incorporating or responding to it

“Run to Criticism” by Setting Up a Mechanism to Collect Feedback

Don’t Underestimate the Power of Thoughtful, Personalized Invitations

Making the Ask of Your Team Members Managing Rollout to Users

Consider hand-written letters or emails from leadership telling participants they have been “selected” based on their skills or expertise


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Describing SSC–Campus and Its Benefits (Based on Advisor Feedback)

NEW RESOURCE: Communicating with Advisors

“SSC–Campus is a comprehensive student support and analytics platform that helps advisors, faculty, and other staff guide students to success through data-enabled, coordinated care. Built based on a decade of research and thousands of conversations with advisors, SSC-Campus was designed to help advisors overcome their most pressing challenges. The platform provides student risk analytics for tailored support, communication and scheduling tools, comprehensive case management, and access to a library of research and strategies from advisors across the country.”


ROAD MAP

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Open Q&A


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Submit Your Questions Through the “Questions” Box

Open Q&A

Farrah Jackson Ward (Program Owner)

Chair, Mathematics & Computer Science

Katherine Sweeney (Value Leader)

Director, Academic Advisement Center

Leslie Dare (Technical Leader/ Value Leader)

IT Director


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The First 100 days with SSC-Campus

Technology

Transcript of The First 100 days with SSC-Campus