University of Phoenix: Improving student support and educational experience at scale
The Opportunity
The University required a greater level of support at scale to better meet the unique needs of its working adult learner population. With a team of more than 500 counselors remotely serving working adult students, leadership wanted to continue to build an enhanced coaching approach to increase engagement. To accommodate an expanding portfolio of master’s and doctoral programs, as well as undergraduate degrees and certificates, the University also needed an adaptive methodology that could be consistently adopted by counselors and that would enhance student success across a range of degree programs.
The Opportunity
The University required a greater level of support at scale to better meet the unique needs of its working adult learner population. With a team of more than 500 counselors remotely serving working adult students, leadership wanted to continue to build an enhanced coaching approach to increase engagement. To accommodate an expanding portfolio of master’s and doctoral programs, as well as undergraduate degrees and certificates, the University also needed an adaptive methodology that could be consistently adopted by counselors and that would enhance student success across a range of degree programs.
The Solution
The solution was a developmental coaching model that holistically supports student success, launched in partnership with InsideTrack. Through interactions taking place on the phone, over email or via online chat, counselors learn more about students’ educational progress and help them overcome barriers to persistence. In addition to creating more meaningful interactions that enhance student success, coaching also generates new insights into the student experience, driving ongoing improvement across the University. At the same time, a new system of training, quality assurance and ongoing professional development further develops counselor abilities and drives better performance.
The Solution
The solution was a developmental coaching model that holistically supports student success, launched in partnership with InsideTrack. Through interactions taking place on the phone, over email or via online chat, counselors learn more about students’ educational progress and help them overcome barriers to persistence. In addition to creating more meaningful interactions that enhance student success, coaching also generates new insights into the student experience, driving ongoing improvement across the University. At the same time, a new system of training, quality assurance and ongoing professional development further develops counselor abilities and drives better performance.
Proven Results
The Impact
The Impact
University of Phoenix Academic Counselor
University of Phoenix Academic Counselor
University of Phoenix Academic Counselor
Download the case study to see how the University of Phoenix took an innovative approach to student support by implementing developmental coaching to improve student outcomes.
Coaching solutions proven to advance all learners
Whether you’re looking to help students persist through completion or to improve career outcomes for job seekers and employees, our holistic coaching solutions can help you achieve meaningful outcomes.