Handling Student Drops for Internal Reasons

Assigned To: Sarah Dungan, Dan Tietz, Jessica Myers, Trent Scipio, Carly Cavagnoli, Chris Lofton

Category: Student Life Cycle

Department: Academic Advisor, Finance

SOP Rule: Cadence

Status: Approved and Implemented

Purpose

Defines the process for internally initiated student drops due to attendance, payments, performance, or behavioral issues.

Scope

Applies to Academic Advisors and Finance teams handling internal drop cases across all program stages.

Trigger

• Internal decision to drop a student based on predefined criteria

Drop Criteria

• Payments: 3 missed payments with no response
• Attendance: Exceeds absence threshold per program policy
• Performance: Failed course or incomplete requirements
• Externship: Not completed within allowed timeframe
• Behavior: Case-by-case evaluation
• Career Services: Lack of engagement or response

Process Overview

1. Retention Efforts

• Complete Student Retention Efforts Process before initiating drop
• Document all actions and attempts

2. Eligibility Review

• Validate drop reason against policies
• Review attendance, payments, and academic status

3. Academic Advisor Actions

• Turn off automated payments in Paycove
• Identify last attendance date in Canvas
• Conclude Canvas access
• Update enrollment stage in HubSpot (Internal Drop)
• Create drop ticket in HubSpot
• Revoke NHA access if applicable

4. Student Notification

• Send drop notification using approved email template
• Do not discuss or estimate refunds

5. Finance Review

• Review enrollment agreement and attendance records
• Determine refund eligibility based on policy
• Calculate earned tuition and refund amount

6. Refund Processing

• Update Paycove invoice (mark as dropped)
• Process refunds if applicable
• Upload refund proof to HubSpot ticket
• Update refund tracking sheets

7. Finalization

• Move ticket to appropriate status
• Ensure all systems are updated
• Maintain compliance records

Completion Criteria

• Drop criteria validated and documented
• Student status updated in HubSpot
• All financial adjustments completed
• Refund processed if applicable

Tools and Systems

• HubSpot (Drop Tickets, Contacts, Deals)
• Paycove (Billing and refunds)
• Canvas (Attendance tracking)
• Google Sheets (Refund tracking)

Revision History

• Version 1: 04/17/2025
• Version 2: TBD
• Version 3: TBD