Student Retention Efforts Process

Assigned To: Sarah Dungan, Dan Tietz, Karen Morgan

Category: Student Life Cycle

Department: Academic Advisor, Delta Force Team, Program Manager, Student Support

SOP Rule: Trigger

Status: Approved and Implemented

Purpose

Defines the process for identifying at-risk students and implementing proactive retention strategies to reduce dropouts and improve student success.

Scope

Applies to all teams supporting students in dental and medical assistant programs, including proactive and reactive retention efforts.

Trigger

• Student shows signs of disengagement
• Student requests to drop from the program

Process Overview

1. Identify At-Risk Students

• Missed 2 classes
• Missed 2 payments
• Incomplete assignments for 2 weeks
• No LMS login for 2 weeks
• Missing externship progress
• No job application engagement
• Negative feedback or low satisfaction scores

2. Initial Outreach

• Automated email and SMS at first trigger
• Escalate to phone outreach at second trigger
• Encourage meeting with Academic Advisor
• Follow up with text if no response

3. Engage the Student

• Start with a friendly and empathetic conversation
• Understand root causes of disengagement
• Listen actively and gather feedback

4. Reinforce Program Value

• Highlight flexible scheduling options
• Emphasize affordability and no loan debt
• Promote hands-on training and career outcomes

5. Create Action Plan

• Develop personalized plan to resolve issues
• Define clear next steps and timelines
• Schedule follow-up within one week

6. Handle Drop Requests

• Follow the formal drop handling SOP
• Explore all retention options before finalizing drop

Key Rules

• Act quickly on early warning signs
• Maintain consistent follow-up
• Document all student interactions
• Prioritize empathy and support in communication

Completion Criteria

• Student re-engaged or supported appropriately
• Action plan created and followed
• All outreach documented
• Drop handled per SOP if applicable

Tools and Systems

• HubSpot (Student tracking and communication)
• SMS and Email systems
• Canvas LMS

Revision History

• Version 1: 04/17/2025
• Version 2: 06/12/2025
• Version 3: TBD