Good practice classified under: Student Support Services
Analysing the student journey for appropriate support services
A strategic analysis of the key stages in the student life cycle helps to identify and target the different types of support services needed throughout the student journey.
It is important to have a clear vision of the key stages in the student journey. Services are designed to support students throughout their journey at different key stages. A visual representation of a student journey can be defined by various stakeholders (e.g. students, parents and teachers) together to highlight any points of concern and significance. An analysis of the student journey helps identify appropriate student services at points which are critical to student success and progress, and when students may experience unexpected difficulties. The analysis also helps staff identify areas of collaboration across services to achieve greater effectiveness.
The analysis of student journey improves understanding of the whole student experience to ensure services are provided at critical points to help students stay on track with their studies through collaborative efforts of staff from different service areas.
Good practice classified under: Student Engagement Student Support Services
Benchmarking toolkit to enhance student services quality
Identifying suitable indicators and assembling a ‘benchmarking toolkit’ for different areas of activity helps stimulate discussion about the student services at different quality levels, and assists staff and students to design solutions to improve services.
A benchmarking tool (e.g. benchmarking tool for academic support) can highlight a number of principles defined by students that are considered essential to the provision on good quality services. Each principle can be elaborated to define the level of quality of provision using a 5-point scale of, for example, First Steps, Developing, Developed, Refining and Outstanding. Institutions can adapt the principles to fit their specific context, identify their location on the scale, and then discuss and agree ways in which services need to be improved.
When using the toolkit to analyse their current provision of services against the principles, institutions can identify areas for improvement in relation to the identified principles and take appropriate actions for follow-up.
Good practice classified under: Institutional Governance and Management Student Engagement Student Support Services
Using data to improve retention and student success
Collecting and monitoring data about student engagement and achievement helps identify students who are struggling and enables staff to take timely action.
Higher education institutions have a responsibility to ensure that students are encouraged and supported to complete their programmes and to achieve to the best of their abilities. Issues that can impact on student progress such as academic challenges, financial concerns, home life struggles, and schedule conflicts can arise at any time. Students will need different kinds of encouragement and support throughout their academic journey. Some higher dducation institutions have systems to keep records of their students and their progress with learning and assessment. The data from such records offers academic staff information to identify and prioritise students that may need help or additional direction.
Early identification of instances where students might begin to disengage from their courses or start to perform less well gives teachers the opportunity to intervene before the student fails, and this is likely to improve retention and the level of student satisfaction.
Disclaimer: All contents and any opinions, findings, conclusions or recommendations available in this electronic knowledgebase are for reference only and DO NOT represent HKCAAVQ’s endorsement of these practices in meeting HKCAAVQ’s accreditation criteria and standards.