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December 4, 2017   Inside UGA

‘Break down silos’

Student Care and Outreach coordinates individualized assistance for students

Stan Jackson

Director of Student Affairs Communications & Marketing Initiatives

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By Stan Jackson | December 4, 2017
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University of Georgia students who experience difficult circumstances receive personalized, comprehensive support thanks to an innovative approach by UGA Student Care and Outreach.

This effort is the part of the university's ongoing enhancements to the learning environment, resulting in high levels of student satisfaction and all-time records in application, retention and graduation rates.

This is a proactive model in which Student Care and Outreach staff custom-build campus-wide support networks that are specifically tailored to each student.

Beau Seagraves, associate dean of students and director of student care and outreach, said that the ­program is possible because of excellent collaboration from faculty and staff as well as robust new student data systems.

"The university gathers student information and documents it in a way that enables multiple campus departments to support a single student, which breaks down silos," said Seagraves. "We can capture information and referrals from all over campus, and get a sense of what a student might be experiencing and what interventions might be applied, whether they engage with our office or not."

Student Care and Outreach, a unit in the Division of Student Affairs, can receive a referral from any source—faculty, staff, parents or students—through an online reporting form or by calling, emailing or visiting the office, which is located in the Office of the Dean of Students in the Tate Student Center. The staff schedule their office time, and even their lunches and breaks, to ensure that someone is always available to assist a student when needed.

From the initial report, staff follow up and gather as much information as possible and determine first steps, which is typically reaching out to the student to offer assistance.

"We share with the student that we support students experiencing difficult circumstance and that we have the resources necessary to help them out," said Seagraves. "Our job is to untangle the web of resources and get the student where he or she needs to be the most."

Possibly due to the nature of the university's high achieving students' fears of asking for help, the students can be a little apprehensive at first, said Carrie Smith, assistant dean of students for student care and outreach.
"After the first meeting, we typically see a big change," Smith said. "From there, they know that asking for help is going to put them in the best position to succeed."

Once the goals and challenges of the students are fully understood, Student Care and Outreach then customizes a specific plan and campus-wide team to support the student moving forward. For example, an international student with a disability will require resources in the Office of International Education and the Disability Resource Center as well as professors, teaching assistants and student organization advisors. Student Care and Outreach may be in touch with the members of this custom-built "team" multiple times, coordinating support and ensuring progress.

This resource coordination is what makes the program a national leader, according to Smith.

"We're truly creating a tailored network of support across the university," she said. "We connect students with the resources, keep in consistent contact with those resources, and ensure that support is provided."

Seagraves and Smith explained that UGA is already well-positioned for this approach to be effective, noting the existing collaboration between their office and campus units and the wealth of student resources. With a variety of resources and the faculty and staff ready to help, all that is needed is someone to coordinate the support, and that is where Student Care and Outreach steps in.

"At this point, it's just a matter of getting students to contact us and faculty and staff to refer students to us," Smith said.

Student Care and Outreach continues to fulfill its traditional roles, including contacting and assisting families in cases of severe illness or death, hosting the university's annual memorial service and advising students during the hardship withdrawal process, but, as with the new tailored support model, the office continues to broaden its proactive support for students.

"Supporting students is not just something we do to ensure a high quality academic environment," said Victor K. Wilson, vice president for student affairs. "UGA is a family, and we truly care about our students. We're going to do everything we can to give them every opportunity to be successful."

For more information, contact Student Care and Outreach at 706-542-7774 or visit the Office of the Dean of Students website at dos.uga.edu.