Excellence in higher education studies is majorly influenced by the student support services (SSS) available to students. Effective student support service, not only helps students to achieve a greater level of security but also makes education more attractive for students. Studies say that student services aid students in improving their learning, reducing university dropout rates, and increasing student life diversity, which encourages them to actively participate in society.
However, at present, there lies a major gap between the demand from students and the support provided by the universities, leading to the increasing rate of drop-outs across multiple disciplines. A survey found that out of 7,000 students from 121 different institutions, 12.6 percent are considering dropping out.
Having said that, in this article, we have explored different existing complications in student support services to understand how they can be overcome.
Lack of coordination among student-facing departments
Presently there lies a huge gap between multiple departments of an institution, thereby complicating and elongating the overall process of student support. Lack of coordination also leads to inconsistent service delivery, hence the student with the most needs of support is often overlooked or a long service timeline defies the purpose of the students.
The universities are required to follow a blended approach to ensure students can access support from any location, and any device through the use of technology. Implementing technology will also help the institutions mitigate the existing organizational silos, thereby speeding up the service delivery period.
Moreover, a blended approach backed by cutting-edge technologies and data trends will help the institutions understand the major challenges and pain points that the students are facing and perform an in-depth analysis to mitigate the situation.
For example, In order to comprehend the online student experience better, the University of Central Florida drew out its student assistance pipeline. The institution discovered that students may benefit from help and resources being made available earlier and that there were several ways for them to enter the university. One of UCF's first initiatives in developing a new student assistance program that improved the student experience was to clarify the student journey.
One-size-fits-all Approach Missing the Pulse
Presently most universities are aligning with the one-size-fits-all approach that hampers the effectiveness of services delivered to the students. This approach fails to target the individual need of the students, leaving the students unsatisfied with the solution delivered.
The universities are required to change their outlook and deliver a personalized solution to each challenge. It is imperative to develop a subject matter expert for the specific student population, helping them to attain a more in-depth solution.
Collecting feedback from the students will also help them understand the impact and effectiveness of the solution. Peer-to-peer support can also prove to be helpful in attaining personalized suggestions for the students.
For instance, Brandman University has been supporting active-duty military students and veterans at six military locations and online since it was first founded to cater to their unique requirements at El Toro Marine Corps Air Station. Brandman offers military-specific coaches that help students as they transition from the military culture to academics and the workforce in order to best serve this student demographic.
Lack of Clear Staff Objectives
Every university must look to look to connect with student outcomes. However, studies show that not all staff have a clear objective which often complicates the overall service delivery process. The National Institute for Learning Outcomes Assessment's page on the function of student affairs exhorts student affairs workers to "link your work as much as feasible to the broader general learning principles and goals of your institution."
For critical aspects like the mental wellness of the students, having a clear and concise objective is imperative to give the students the required aid and attain a positive outcome. For example, due to the backlog of NHS waiting times, 165 universities in the UK are now working to safeguard the students. Many institutions find it difficult to determine whether a case is their priority or when it should be elevated to become an NHS problem.
The introduction of a Student Welfare Manager position, which connects central well-being services and collaborates with academics to give trained assistance, was noted by one university.
Looking Forward
Student support services can be improved by giving students systematic and comprehensive services that aid in skill development, give free education, encourage the establishment of study groups, provide online and in-person classes, offer accessible web platforms, and strengthen content and educational services.
Students can also get a variety of advice and help from university support services in regard to housing, orientation and migration, financial aid, wellness and counseling, health, and other areas of student need.
Even while institutions try to make these programs available to students, not all students are aware of their existence or if they can use them when transitioning to university. Universities must collect data on how well the services can meet the demands of the students.
