1Confidential © InsideTrack, 2013
Building a highly effective coaching
and mentoring program at scale
2Confidential © InsideTrack, 2013
The effectiveness of success coaching for students
is well documented in higher educatio...
3Confidential © InsideTrack, 2013
Longitudinal data shows the impact of coaching
on retention and graduation rates
Data so...
4Confidential © InsideTrack, 2013
0% 20% 40% 60% 80%
Involvement in the campus community
(i.e. friends, organizations, etc...
5Confidential © InsideTrack, 2013
Numerous controlled studies have verified the
impact and cost-effectiveness of coaching
...
6Confidential © InsideTrack, 2013
Coaching programs can be tailored to various
students and points in the student lifecycl...
7Confidential © InsideTrack, 2013
Developing an effective, scalable coaching
program requires cross-functional commitment
...
8Confidential © InsideTrack, 2013
First-year retention
(first-time-full-time freshman at semi-selective private
university...
9Confidential © InsideTrack, 2013
Second Round
• In-depth raw coaching
skill assessment
• Ability to implement
feedback
• ...
10Confidential © InsideTrack, 2013
Great coaches are developed, not born
 New coach training /
orientation
 Ongoing cert...
11Confidential © InsideTrack, 2013
Great coaching also requires a methodology that
addresses all areas of student success
...
12Confidential © InsideTrack, 2013
Coaching works best when closely aligned with
other student support functions
Other Sup...
13Confidential © InsideTrack, 2013
A “Success Creation” mindset is critical to an
effective coaching program
Success Creat...
14Confidential © InsideTrack, 2013
Coaching cost-effectiveness is maximized by
assessing likelihood of impact by student t...
15Confidential © InsideTrack, 2013
Maximizing the impact of coaching requires
investment in technology and analytics
Both ...
16Confidential © InsideTrack, 2013
Many institutions choose to partner with a
coaching services provider
The reasons for p...
17Confidential © InsideTrack, 2013
The keys to selecting the right partner are
expertise and fit
Before engaging a coachin...
18Confidential © InsideTrack, 2013
Increase enrollment, retention and graduation by 15%.
• 1:1 coaching for prospective an...
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InsideTrack eBook: Building a highly effective coaching and mentoring program at scale.

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The effectiveness of success coaching for students is well documented in higher education literature. Longitudinal data shows the impact of coaching on retention and graduation rates. Coaching has a positive impact on student engagement and satisfaction. Numerous controlled studies have verified the impact and cost-effectiveness of coaching. Coaching programs can be tailored to various students and points in the student lifecycle. Developing an effective, scalable coaching program requires cross-functional commitment. Success requires clear and realistic goals, based on current realities.

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InsideTrack eBook: Building a highly effective coaching and mentoring program at scale.

  1. 1. 1Confidential © InsideTrack, 2013 Building a highly effective coaching and mentoring program at scale
  2. 2. 2Confidential © InsideTrack, 2013 The effectiveness of success coaching for students is well documented in higher education literature • Tinto’s theory of student departure - Coaching facilitates students’ smooth transition from separation  transition  incorporation • Astin’s theory of involvement aligns with coaching’s efforts to facilitate student action • Rendon – coaching provides space for student validation, helping to improve confidence and reduce self-doubt • Sanford – coaching assesses student readiness, and aims to provide appropriate mix of challenge and support for student • Kuh – coaching promotes student engagement in high impact practices and educationally purposeful activities
  3. 3. 3Confidential © InsideTrack, 2013 Longitudinal data shows the impact of coaching on retention and graduation rates Data source: Bettinger, E. P., & Baker, R. (2011). The effects of student coaching in college: An evaluation of a randomized experiment in student mentoring (Working Paper No. 16881).
  4. 4. 4Confidential © InsideTrack, 2013 0% 20% 40% 60% 80% Involvement in the campus community (i.e. friends, organizations, etc.) Budgeting, finances, covering educational and living costs Commitment to graduating Academic success Managing competing commitments Staying healthy and mentally positive Being an effective college student Control Coached Coaching also has a positive impact on student engagement and satisfaction Percentage of students who reported they were very satisfied with the following areas of college life: Data source: Florida State University and InsideTrack, “Coaching enhances the student experience and increases enrollment, retention and graduation rates,” January, 2011.
  5. 5. 5Confidential © InsideTrack, 2013 Numerous controlled studies have verified the impact and cost-effectiveness of coaching “The results are clear: retention rates were greater in the coached group and the results do not change when we control for key demographic factors. Moreover, the expenditure is much smaller than that which would be required under an alternative policy.” Professor Eric Bettinger, Associate Professor, Stanford University “ This mentoring program for college students was found in a well- conducted randomized controlled trial to produce a 14% increase in college persistence two years after random assignment, and a 13% increase in likelihood of graduating college four years after random assignment.”
  6. 6. 6Confidential © InsideTrack, 2013 Coaching programs can be tailored to various students and points in the student lifecycle Enrollment Coaching • Conversion (from app or admit) • Yield (admit/registration to start) • Strong Start (prep for success) Success Coaching • Transition (first 2 terms/semesters) • Continuation (on-demand) • Special populations (military, non-resident, first-gen, etc.) • Special situations (probation, transfer, etc.) Career coaching • Structured/Comprehensive • On-Demand/Tactical Enrollment growth and diversity Competitive differentiation Improved efficiency Market insights Higher retention and completion Tailored student experience Improved operational effectiveness Student experience insights Better career readiness Stronger employer relations Stronger alumni relations Brand differentiation
  7. 7. 7Confidential © InsideTrack, 2013 Developing an effective, scalable coaching program requires cross-functional commitment Core functions Serves as liaison to academic advising, financial aid, career and other services Prospective Student Coaches Enrolled Student Coaches Coaching Managers Mentor coaches and facilitate development of best practices Work one-on-one with prospective and enrolled students through regular, structured phone conversations and ad-hoc online communication Organizational support Quality Control Pedagogy Communications Research/ Analytics Operational Consulting Recruiting IT/Systems Development Professional Development Guides program director and serves as liaison to other senior administrators Evaluate coaching calls; measure performance on broad range of metrics Improve and develop new coaching methodologies and incorporate into best practices Develop student-facing coaching materials and drive student adoption Prepare detailed quantitative and qualitative reports for administrative decision making Support functional leaders in operationalizing changes based on student experiences and feedback Extensively screen and evaluate coach candidates to ensure highest quality hiring Develop and administer systems used for coaching, data management and reporting Train and certify coaches through multiple levels of mastery in various subjects Program Director Executive Sponsor
  8. 8. 8Confidential © InsideTrack, 2013 First-year retention (first-time-full-time freshman at semi-selective private university campus) 89.0% 90.1% 88.5% 84.6% 85.1% 85.5% Cohort A Cohort B Cohort C Coached Control Graduation (first-time-full-time freshman at semi-selective private university campus) 75.4% 68.9% 54.5% 63.2% 65.2% 50.2% 6-year 5-year 4-year Coached Control Success requires clear and realistic goals, based on current realities Dropout resumption (post-traditional students at low selectivity online program) 21% 34% 32% 31% 12% 20% 20% 15% 1st Term Drops 2nd Term Drops 3rd Term Drops 4th Term Drops Coached Control Inquiry conversion (all inquiries at semi-selective online program) 10.8% 12.4% 11.2% 8.3%9.2% 8.4% 8.1% 5.9% September January March June Coached Control
  9. 9. 9Confidential © InsideTrack, 2013 Second Round • In-depth raw coaching skill assessment • Ability to implement feedback • Performance orientation Program Director Interview • Team fit • Additional role play • Inquisitiveness • Tone of voice • Drive for Success Reference Check and Background Check Include discussion with most recent supervisor, whenever possible Resume and Cover Letter Screen • Degrees • Relevant prof. experience • Interest in student success • Fit with institution Voice Screening • Tone of voice • Ability to respond under pressure • Comfort with technology • Communication skills • Interpersonal skills Phone Interview • Communication skills • Interpersonal skills • Fit with institution • Drive for success • Salary range fit Profiling exercise • Thinking and reasoning style • Behavioral traits • Occupational interests Group Interview • Role plays • Raw coaching skill assessment • Active listening • Interpersonal skills • Commitment to mission Top-Quality Candidates Great coaching begins with great coaches and great candidates come from rigorous selection
  10. 10. 10Confidential © InsideTrack, 2013 Great coaches are developed, not born  New coach training / orientation  Ongoing certification – multiple levels of mastery, multiple disciplines  Routine quality assessment/developmental observations  Individual professional development meetings  Team training Student Impact Coaching Methodology Meeting Structure In his/her first year alone, a new coach should receive 100+ hours of professional development
  11. 11. 11Confidential © InsideTrack, 2013 Great coaching also requires a methodology that addresses all areas of student success School Community Academics Career Managing Commitments Commitment to Graduation Health & Support Finances Effectiveness Clarify where student wants to be after graduation Connect to what student needs to accomplish every week Help organize student’s commitments to get work done Motivate student to overcome obstacles Reaffirm value of the institution LONG-TERM GOAL
  12. 12. 12Confidential © InsideTrack, 2013 Coaching works best when closely aligned with other student support functions Other Support Services Financial Aid Career Services Academic Advising Coaching Coaching supports: • Higher contact rates • Better student preparedness • Consistency in messages and service delivery • Proactivity / issue prevention
  13. 13. 13Confidential © InsideTrack, 2013 A “Success Creation” mindset is critical to an effective coaching program Success Creation Failure Prevention How students are introduced to coaching “Get to know you” call from coach Orientation / information packet When students hear from coaches At regularly scheduled meetings designed to keep them on track toward their goals Missed a class, failed a test or otherwise triggered a “flag” in the early alert system Why students might reach out to coaches Want to brainstorm a challenge or celebrate a recent win Facing significant hardships, on the verge of failing, dropping out A “Failure Prevention” mindset results in wasted resources and lost opportunities
  14. 14. 14Confidential © InsideTrack, 2013 Coaching cost-effectiveness is maximized by assessing likelihood of impact by student type Coach to enhance experience, optimize learning outcomes Coach to maximize chances of completion Leverage other means to enhance experience, optimize learning outcomes Leverage other means to maximize chances of completion Risk of Attrition LikelyImpactof Coaching Low Low High High
  15. 15. 15Confidential © InsideTrack, 2013 Maximizing the impact of coaching requires investment in technology and analytics Both to manage the delivery of coaching and to generate the insights that guide operational and executive decision making
  16. 16. 16Confidential © InsideTrack, 2013 Many institutions choose to partner with a coaching services provider The reasons for partnering vary: Focus: Partnering enables institutions to focus on their core competencies and simultaneously address a larger number of competing priorities Time-to-Benefit: It takes many years to develop a coaching program to the point where it consistently delivers significant impact Economies of Scale/Scope: Coaching services providers work with a broad range of institutions and students, enabling them to better amortize the costs of specialized expertise and technology Variable Expense vs Capital Investment: By contracting for coaching services, institutions can turn a capital investment into an expense that varies directly with enrollment Risk Management: Implementing an established program avoids the financial, brand, regulatory and other risks associated with a steep learning curve
  17. 17. 17Confidential © InsideTrack, 2013 The keys to selecting the right partner are expertise and fit Before engaging a coaching services provider, consider the following: Mission/Values: Does the organization share your core beliefs? Brand/Reputation: Are they known for operating with integrity, as a trusted partner? Effectiveness: Do they have a strong, well-documented history of success? Accountability: Are they committed to measurement, transparency and accountability? Focus: Is enhancing student engagement and success their core purpose?
  18. 18. 18Confidential © InsideTrack, 2013 Increase enrollment, retention and graduation by 15%. • 1:1 coaching for prospective and enrolled students • Actionable insights on student perceptions and needs • Systems to ensure measurement and accountability InsideTrack works with you to implement a system for continuous improvement InsideTrack is the only college dropout prevention initiative to meet WWC evidence standards Increase student and institutional success. Contact us: programs@insidetrack.com 415.243.4468 www.insidetrack.com
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