Prof Andrew McAuley - Southern Cross University - They came, they saw, they left: reflections on student retention

They Came, They Saw, They Left:

Reflections on Student Retention

Professor Andrew McAuley

Future of Learning in Higher Education Summit16-17th February 2015

Overview

• Scoping the Issue

• Big Data & Little People

• Lessons Learnt & Strategies Refined for the Future

2

Context

3

Low SES Background

SCU 25%Sector 15%

Regional Communities

SCU 60%Sector 20%

Context

4

IndigenousStudents

SCU 2.94%Sector 1.41%

First in Family SCU 40%

0

5

10

15

20

25

30

35

40M

elb

ou

rne

UN

SW

Mo

nas

h

Syd

ney

AN

U

UW

A

Wo

llon

gon

g

UTS UQ

RM

IT

Mac

qu

arie

QU

T

De

akin

Ad

elai

de

New

cast

le

La T

rob

e

Cu

rtin

Flin

de

rs

Un

iSA

UW

S

Can

ber

ra

AC

U

Gri

ffit

h

Edit

h C

ow

an

Ch

arle

s St

urt

Tasm

ania

Vic

tori

a

Fed

erat

ion

Mu

rdo

ch

Jam

es

Co

ok

UN

E

Swin

bu

rne

USC

USQ

Sou

ther

n C

ross

CQ

U

Ch

arle

s D

arw

in

Att

riti

on

Rat

e %

2012 Attrition - Domestic UG Commencing

Source: Department of Education & Training

Sector Avg 19.5%

SCU 31%(Adjusted 24%)

Adjusted SectorAvg 13.5%

2012 Domestic Commencing Attrition

6

31%SCU Rate

24%Adjusted

19.5%Sector Rate

13.5%Adjusted

7

0%

5%

10%

15%

20%

25%

30%

35%

40%

Internal External Multi-Modal All AttendanceModes

Attrition by Attendance Mode

Counting the Cost

8

Cost of Attrition to

SCU19-22 $M

Reduce to the Sector

Average

Increase Revenue by

7 $M

Re-conceptualising the business process

9

Re-Structure of Student Services

• Three new teams:

• Future Students Team (FST)

• Student Engagement & Retention Team

• Student Administration Team (SAT)

10

Big Data & Little People

11

Early Identification System

12

At risk & successful

student identification

Live data fed via dashboard

to staff

Linked to investment in a

new CRM 2015

13

2013 Improved Student

Feedback

Instant feedback via

phone app/web

2014 pilot of New Unit Feedback

System

Roll out in 2015

14

Web Access

15

Mobile Access

• Credible and responsive

• Open and honest representation of the University

• Helpful and try to answer in first instance

• Seek timely assistance where necessary

• Know the audience

• Conversational language

0 50 100 150 200

Safety and Security

SCU Events

Technical

Uncategorised

Administrative

Personal

Teaching & Learning

Services

555 Posts by Category

Nov

Dec

Jan

Feb

Mar

Administrative Services Teaching and Learning

Administrative Process 44 Infrastructure/Facilities 50 Unit Content 26

Pulse Process 12 Technical Services 25 Learning Sites 22

Teaching Calendar 2 Library 24 Technical Difficulties 21

Other 14 SCU Outlets 23 Mode of Delivery 17

Student Representation 15 Study Materials & Text 21

Health/Wellbeing 6 Staff Related 11

Other 26 Results 9

Other 34

Total 72 169 161

Pre-Arrival

20

• Personal & Academic Preparedness

• Bridging Courses• Self-Assessment

Example Initiatives

First Session

21

• UniMentoring• Early Engagement

Campaign• At Risk Monitoring• Peer Assisted Study

Sessions

Example Initiatives

Learner Engagement & Peer to Peer Pilot

• A 2014 initiative from SERT

• Borrowed from QUT

• Students employed and trained to engage with peers in the learning space

• Aimed at connecting students to information, services & resources

• Call from another student well received

22

23

Human Physiology

-8%Attrition

+1.5%Success

HR & Workplace

Management

-2.8%Attrition

+3.7%Success

And Strategies Refined for the Future

Probably Seems Obvious

• No easy fix dealing with a multi-faceted issue• Let’s have more conversations with staff and

students• Listening to students and their expectations• Guiding them through Transition and

Orientation• Trying to change the culture of the frontline• Let’s be innovate; don’t keep doing what we

have always done

25

Steve Jobs (1955-2011)

• Here's to the crazy ones, the misfits, the rebels, the troublemakers, the round pegs in the square holes... the ones who see things differently --they're not fond of rules... You can quote them, disagree with them, glorify or vilify them, but the only thing you can't do is ignore them because they change things... they push the human race forward, and while some may see them as the crazy ones, we see genius, because the ones who are crazy enough to think that they can change the world, are the ones who do.

Session 1 , 2015

• Following on from the Learner Engagement Pilot, 13 Session 1 units serving 75% of our first year students are being supported

• Expanding UniMentoring• With mentor 76% returned in 2014

• Without mentor 69% returned

27

Are We There Yet?

• No, but we have a clearer understanding of our position, the strategic direction for the future and an increasing range of tactical responses to address the issue of retention and student success.

• First Year satisfaction reached 76% having been at 70% for a number of years.

28

Trying to Build….

29

…a whole of institution response, geared to delivering results.

…a University where the Student Experience is the driver behind every decision we make.

Thank You

Acknowledgements

• Alison Graham, Manager SERT

• SERT Team Members

• Peter Barnard, Project Officer, Student Success & Retention Project

30