Virtual Student Services Playbook for 2020–2021

How to deliver high-quality campus support services

at any distance

Table of Contents

Fall 2020: The Most Uncertain Term . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1How Institutions Plan to Reopen . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .1

Give Students a Virtual Lifeline . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .1

Why Virtual Student Services Are a Prerequisite for Virtual Learning . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2Online Support: Expectations Vs . Reality . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .2

Eliminate Barriers to Student Success . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .3

A Profile of Today’s College Students . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .3

Make a Human Connection With Virtual Support Services . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .4

Admissions & Enrollment . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .4

Financial Aid . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .4

Academic Advising . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .4

Tutoring . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5

Faculty Office Hours . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5

Mental Health Counseling . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5

Specialty Departments . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5

Critical for Fall 2020: Prepare to Deliver Campus Health Services Online . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5

Must-Have Features & Functionality for a Virtual Student Services Platform . . . . . . . . . . . . . . . . . . . . . . . 6ADA, FERPA, & HIPAA Compliance . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .6

Online Appointment Scheduling . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .6

Virtual Meetings / Video Conferencing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .6

Built-In Collaboration Tools . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .7

Instant Messaging . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .7

Virtual Lobby . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .7

LMS, SIS, & Calendar Integrations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .7

Data & Analytics for Reporting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .7

The Way Forward Is Virtual . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8

1

Fall 2020: The Most Uncertain TermTo be (on campus), or not to be, that is the question .In no uncertain terms, fall 2020 may be the most uncertain term ever. As colleges and universities decide how and when to safely

reopen in the midst of the coronavirus pandemic, many students still don’t know if they’ll be learning in-person or online.

How Institutions Plan to Reopen

Planning for online (7%)

Waiting to decide (8%)

Proposing ahybrid model (8%)

Considering a rangeof scenarios (9%)

Planning forin-person (68%)

While the vast majority are now planning for in-person

instruction, most are also developing contingency plans

for ongoing campus shutdowns—and preparing for a

shift to fully virtual campuses .

According to a recent article in The Chronicle of Higher

Education, no institution can predict with certainty when

in-person classes will resume because “politicians and

public-health officials—not college presidents—are going

to determine when colleges are allowed to open.”

In fact, higher education will likely take longer than most

industries to reopen because of the challenges involved

in enforcing social distancing on college campuses.

Here’s a snapshot from June 5 showing how nearly 900 U.S. institutions plan to

reopen next fall (updated daily by The Chronicle of Higher Education):

Source: The Chronicle of Higher Education

Give Students a Virtual LifelineCoronavirus may be the first global crisis for higher ed, but it’s not the first time U.S. campuses have weathered shutdowns.

Studying the impact of natural disasters such as Hurricane Katrina in 2005 and California’s Camp Fire in 2018, The Hechinger

Report found that colleges and universities affected “became lifelines for students and for their larger communities after

the disasters.”

Being a lifeline means maintaining—and even increasing—access to student support services. In the time of coronavirus, it also

means offering services online.

Politicians and public-health officials—not college presidents—

are going to determine when colleges are allowed to open .

In this ebook, we explain why virtual student services are

critical, not just for campus preparedness in 2020, but to

help students succeed in the best of times .

2

Why Virtual Student Services Are a Prerequisite for Virtual LearningStudents need and expect online support .Last spring, before coronavirus forced colleges and universities online, the Connected Student Report revealed that digital-age

students expect more online support than schools provide .

Among students surveyed, 39% expect 1:1 online advising, 47% expect access to an online chat service, and 51% expect online

application support. Here’s a breakdown of the online support students expect versus what schools actually provide:

1:1 online advising

ExpectedActual

39%

20%

Ability to get questions answered via online chat service

47%

26%

Online application support

51%

35%

Online Support: Expectations Vs . RealityWhile higher education has embraced online learning—and one-third of students were taking at least one online course before

most classes went remote last March—some institutions have been slower to roll out virtual student services.

As a result, their coronavirus response plans have relied on short-term solutions like free video conferencing apps (not secure)

or email and telephone support (not student-friendly) . Whether schools reopen for in-person instruction or offer a fully online

curriculum next fall, most students need and expect online support .

Source: The Connected Student Report

3

For online and nontraditional students who are more

likely to work full time or care for dependents, making a

special trip to campus to meet with academic or student

support staff can be a barrier to getting the help they

need . The same is true for students with disabilities .

Eliminate Barriers to Student Success

According to the Bill & Melinda Gates Foundation,

nearly half of all students are now categorized as

nontraditional because 45% are age 22 or older,

45% live off campus but not with parents, 28% are

parents themselves, 26% work full time, and 14%

take online classes only . The chart at left shows a

complete profile of today’s college students.

When students from any demographic group drop

out, it’s often because of life challenges rather than

academic challenges. By offering virtual support

services, schools can do more to help students

succeed simply by being accessible online.

A Profile of Today’s College Students

Source: Bill & Melinda Gates Foundation

4

Make a Human Connection With Virtual Support ServicesMany college students, especially ethnic minorities and first-generation students, report feeling isolated and disconnected. These

feelings may be exacerbated by online learning. A recent academic study found that a greater sense of belonging “predicts better

persistence, engagement, and mental health.”

Here’s how student services and instructional departments can make a human connection with students by going virtual:

Admissions & EnrollmentFor new students who can’t visit

campus (for economic reasons or

because of disabilities), having the

option to chat online, meet virtually

with an admissions counselor, or

attend virtual orientation helps increase

access and equity . It also helps

overwhelmed admissions departments

serve more students in less time .

Academic AdvisingIn addition to helping students meet their

academic, personal, and professional

goals, academic advisors serve as guides

to complex campus systems . More

importantly, they foster a meaningful

connection to the institution. Through

online support services, advisors give

students the convenience and flexibility

they need to stay connected, engaged,

and on track to graduate.

Financial AidFinancial aid applications are

complicated and stressful. That’s why

email and telephone support won’t

suffice. Using a video conferencing

system, financial aid counselors can

guide students through every step of

the process . And, with a robust virtual

services platform, students will have

the ability to complete, sign, and submit

forms digitally during their appointment.

5

Mental Health CounselingAs mentioned above, many students

who drop out do so because of life

challenges. Providing the option to

meet with a counselor online increases

access to mental health services

by decreasing barriers. It also gives

counselors additional tools such as video

conferencing with closed captioning,

online chat for nonverbal communication,

customizable intake forms, and a virtual

lobby to protect student privacy .

Specialty DepartmentsAll campus departments that support

and interact with students can do so

online . A virtual platform makes it

possible to connect with students in

real time for library consultations, career

services interviews, club or committee

meetings, and even student health

appointments .

Critical for Fall 2020: Prepare to Deliver Campus Health Services OnlineIn their guidelines for reopening, the American College

Health Association recommends giving students the option

to schedule telemedicine appointments with campus

healthcare providers . That includes appointments for

telemental health services to support the growing number

of students facing mental health concerns resulting from

the pandemic .

Whether synchronous or asynchronous, the technology

schools implement to deliver these services must be FERPA

and HIPAA compliant to protect the privacy and security of

students in their dual role as patients .

TutoringWhen students are struggling and need

help, they can’t cope with added barriers.

By offering tutoring services online—and

making them more accessible through

self-scheduling, instant messaging, and

live meetings via video conferencing—

students are more likely to get help when

they need it (and before it’s too late). By

leveraging features such as a shared

whiteboard and document library, tutors

can make sessions more interactive and

engaging.

Faculty Office HoursProfessors play a crucial role in guiding

students academically and socially .

But for online learners, nontraditional

students, and students with disabilities,

faculty office hours can’t be limited to

a physical office. Connecting virtually

allows professors to meet students

where they are without losing the ability

to connect face to face . Online self-

scheduling also eliminates administrative

burdens for busy faculty .

6

Must-Have Features & Functionality for a Virtual Student Services PlatformAn enterprise platform modernizes and streamlines

student services .Just as learning management systems facilitate anytime, anywhere access to distance education, a virtual student services

platform helps extend student support beyond campus .

According to the National Association of Student Personnel Administrators (or NASPA), “Institutions are investing in technology

tools that have the potential—when purchased and implemented wisely—to transform academic advising and student success.”

The Deloitte Center for Higher Education Excellence reports that “colleges and universities are adopting a growing number of

digitally-enabled student services, in addition to traditional in-person services offered on campus.”

Effective virtual support services require technology that mirrors in-person workflows with tools designed to increase student

engagement, as well as the effectiveness of staff and faculty. When you evaluate virtual platforms, look for these features first:

ADA, FERPA, & HIPAA ComplianceIf your virtual student services platform

doesn’t work for students of all

abilities, then it doesn’t work. To verify

accessibility, check for closed captioning

and compatibility with major screen and

text-to-speech readers . FERPA and HIPAA

compliance are also critical to protect

the privacy and security of student

information .

Virtual Meetings / Video ConferencingGoing virtual doesn’t have to mean

sacrificing real-time, face-to-face

interactions. With reliable, high-quality

video and audio, you can host and record

synchronous virtual meetings for 1:1 or

group sessions. To help students avoid

technical difficulties, your virtual platform

should be cloud and browser-based,

which eliminates the need to download

software .

Online Appointment SchedulingWhen you make it easier for students to

connect, they’re more likely to reach out.

Online appointment scheduling enables

entire departments to create shared

calendars for office hours and event

registration (such as virtual orientation or

information sessions) . Students can then

see the availability of individual staff on

your website, self-schedule appointments

or events at their convenience, and

automatically receive a confirmation

email with the date, time, and instructions

about where or how to meet . This saves

frustration for students and valuable time

for staff .

7

Virtual LobbyTo simulate the experience of an on-

campus student services office (minus

the long lines), you can post times for

open office hours and allow students to

drop in online. With an integrated virtual

lobby, you can see how many students

are waiting and how long they’ve been

waiting. Every counselor in your group

should be able to pull students from your

shared lobby into a virtual meeting or

start a private chat .

Built-In Collaboration ToolsA platform designed for higher education

will come with built-in collaboration

tools such as an integrated document

library (and/or Google Docs integration),

a shared whiteboard, and the ability

to collect digital signatures within the

interface. This helps make advising and

tutoring sessions more interactive, and

gives counselors in admissions and

financial aid the ability to provide real-

time application support .

LMS, SIS, & Calendar IntegrationsNo enterprise campus system or edtech

platform should be an island. Technology

for virtual student services should

integrate seamlessly with your SIS and

LMS to accurately push/pull data in

real time . To enable online appointment

scheduling, it should also integrate and

sync instantly with calendar systems

such as Google, Microsoft Office 365,

Outlook, and Exchange.

Instant MessagingConnecting with students effectively

means providing the anytime, anywhere

access they expect . With instant

messaging, students can reach out from

their smartphones and you can quickly

respond . The best systems for online

chat will include a virtual contact card

that shows when you’re available and

gives students the option to virtually

“knock on your door” or send an offline

message. It will also save a transcript of

each chat with reason codes, and enable

staff to pass the student on to other

support staff for follow up .

Data & Analytics for ReportingThrough integrations with other campus

systems—and data aggregated in-

platform from student polls, surveys,

intake forms, and more—your virtual

student services platform should provide

reports to help measure and improve

student outcomes and the quality of

services delivered .

8

The Way Forward Is VirtualKeep students engaged and enrolled with online

support services .In an uncertain academic year like 2020–2021, virtual support services give incoming students (and their parents) additional

ways to reach out with questions. They also give returning students a way to stay connected with advisors, counselors, tutors,

and professors. And, critical for institutional leadership, they give deans and directors tools to increase student engagement and

retention .

Some in higher ed believe the current crisis is an opportunity to reimagine programs and services with a focus on making them

more “affordable, accessible, equitable, resilient, and sustainable.”

Until your school can get back to business as usual, your business in 2020 is to reimagine academic and student support services

for the digital age, implementing systems that allow you to fulfill your mission from any distance. The digital foundation you put in

place now will determine your success in the next year and the next decade .

ConexEd is an interactive platform for virtual student services and instruction . It provides ADA, FERPA, and HIPAA compliant

ConexEd is an interactive platform for virtual student

services and instruction . It provides ADA, FERPA, and HIPAA

compliant software for scheduling, meeting, messaging,

collaborating, and reporting. It gives campus departments—

from admissions to career services and every touch point in

between—tools to deliver high-quality student services for

the digital age. Learn more about our user-friendly, cloud-

based solution at www.conexed.com .

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