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Full Circle Support: eCampus Student Engagement and Success


2019, Vol. 2

One of the hallmarks of USG eCampus-supported programs is a clearly defined process for
The student success team contacts eCampus students via phone calls, text messaging, and eMail. supporting and assisting students toward full engagement and success in eCore and eMajor coursework.

eCampus achieves this with the support of the Student Success Team (SST). The SST is comprised of eCampus staff members who, in addition to their primary eCampus role,  are responsible for reaching out to withdrawing students and students identified as at-risk by their professors.

The SST reaches out to students in multiple ways for several different reasons:

Before the Term
Gated Registration: First-time eCampus students must take an introduction quiz before registering for classes. Preemptive Calls: Students enrolled in multiple classes receive a welcome email and phone call about Day 1 and navigating GoVIEW. eConnection Tutorial: This is an optional tutorial course available to all students to help them become familiar with the layout of the course.
Start of Term
Day 3 Calls: All students who have not logged into their course on the 3rd day of class receive a phone call to offer assistance. Day 5 calls: Students who missed the login/participation deadline and who are at-risk of being withdrawn due to non-attendance receive a phone call to review options.
During the Term
Proctored Exam Call Cycles
eCore students are required to take at least one proctored exam in order to pass the course. Throughout the semester, eCore students who did not register for or complete their proctored exam are contacted by email, text, and phone. This makes up the largest portion of eCampus SST outreach activities.

Emails: 26,284 (44.14%) Text Massages: 17,740 (29.79%) Missing Appointment Phone Calls: 11,999 (20.15%), Missing Exams Phone Calls: 3,520 (5.91%)

At-Risk Entries
Professors have an opportunity to report struggling students for the Students Success Team (SST) to contact and provide support and resources. Afterward, the SST members close the loop with professors by providing feedback regarding communication with students in order for them to remain informed and accurately follow up with at-risk students. 

Withdrawal Requests
eCampus requires students to fill out a withdrawal survey before withdrawing from the course. This survey is used to gather data on the student's eCore learning experience, and the SST contacts the student about the withdrawal to provide details and options for an informed decision.

Affiliate Portal
Through an affiliate portal, institutions have access to a Milestone Report where they can see students who were reported as at-risk or submitted a withdrawal request along with the primary issue selected by the professor or student. The report may need to be shared with other local campus groups, such as Student Affairs personnel, who may be tasked with early alert follow-up activities. 

Total Outbound
36, 025 Phone calls were made to eCampus students in FY 2019. AR Entry: 23.01% (8,290) Withdrawal: 10.23% (3,686) Preemptives: 5.83% (2,102) Day 3 NLI: 15.22% (5,482), Day 4/5 NLI: 2.63% (946), Proctored Exams: 43.08% (15,519)These activities combined for a total of over 36,000 contacts in FY 2019. All of this is made possible through a commitment to the eCampus Strategic Imperative of Quality and the goal of continuously improving student success, engagement, and satisfaction in an environment of personal,
individualized outreach.

If you have questions about any of these services, please contact esuccess@ecampus.usg.edu.

Katie Shoemake
Educational Program Specialist
gshoemak@ecampus.usg.edu
678-839-4785

Nikki Henderson
Educational Program Specialist
nhenders@ecampus.usg.edu
678-839-5948

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