Student & Program Support

Steps:

  1. Department will decide if they want to use a 3rd party vendor to provide student support.
  2. Processes will be put in place, with the help of Purdue Online (PO), to provide students with the following services:
    1. PO administrators ensure that PO-supported programs and courses are appropriately represented on the PO website and other campus venues.
    2. PO support staff provide front-line customer services to support learners in PO-administered programs, including answering questions by phone and by email regarding payment, admission, course issues, technical issues, grades, etc.
    3. PO administrators provide regular registration and financial reports to client units.
    4. PO staff enroll students into classes and programs in Banner (credit) and PREMIS (noncredit).
    5. PO business staff provide financial support with revenue and expense management.
    6. PO administrators coordinate with client organizations to develop memos of understanding for discounted rates to corporate or organizational partners.
    7. On request, PO staff can coordinate logistics for on-campus activities such as meeting rooms, hotel reservations, meals and refreshments, transportation, parking, etc.
  3. Communicate instructions to remove registration holds.

Questions to Consider:

Academic Support

  • Create academic support (e.g., tutoring) capacity to help students succeed academically.
  • How will you identify at-risk students and intervene to keep them on track?
  • Work with libraries to curate resources including textbooks, provide general information literacy support/skills through tutorials and by librarians, develop course specific guides, and provide Open Educational Resource (OER) support.
  • Provide tutoring to help students succeed academically through individualized, interactive tutoring online for course specific and generalized learning assistance.
  • Create recorded webinars, video tutorials, and downloadable resources and make available 24/7.
  • Connect students to disability resources and manage ADA accommodations.
  • Provide front-line customer services to support learners including registering students on time and in the correct classes and answering questions by phone and by email regarding payment, admission, course issues, technical issues, grades, change of program or degree outcome, etc.
  • Coordinate with students and the Office of the Dean of Students on withdrawal processes and special needs or circumstances.
  • Resolve student and employer issues, concerns, and grievances that are escalated according to internal policy, including responding to external complaints from social media, working with the colleges/departments to address academic dishonesty and associated appeals.

Technology Support

  • Who will provide technology support to the students? (no support, professor/instructor support, local support (EX: college, department), central support (ITaP), OPM support, 24-7)
  • Automate self-help processes (e.g., automated retrieval of user ID’s and passwords).

Student Financial Aid

  • What financial help is available to the students? (scholarships, discounts, financial/loan counseling)
  • Who will field financial questions from students? (Purdue central offices, 3rd party vendor, program administrators)
  • Work with Financial Aid to ensure that aid needs of prospective and current students are met and assist with processing scholarships for online students.
  • Follow or create processes for requesting, receiving, and verifying financial aid documents.

Onboarding

  • Will you provide orientation for students?
  • Design onboarding and orientation to help students navigate the program and understand continued enrollment requirements.
  • Who will facilitate onboarding of students? (PO, OPM, department, etc.)
  • Will you provide general introductions to online education? (EX: time management, appropriate student/instructor interaction, discussion board use)

Extracurricular Activity

  • Provide opportunities for students to engage in general interest or school specific organizations and honor societies.

Career Services

  • Do you intend to offer the following career services? (interview preparation, resume writing and review, career fairs, career counseling, job specific training)
  • Develop relationships with students to help them in their preparation and job search.
  • Provide in-classroom career touch points.
  • Cultivate relationships with prospective employers to open attractive career opportunities for students.

Who is Involved:

3rd Party Vendor (Initiator)
Purdue Online (Initiator)
Faculty (Collaborator)

Process Map:

Download the process map