Frequently Asked Questions

Q: When did the pilot kick off?

A: The pilot began on July 10, 2023. New and returning matriculated undergraduate students from selected populations are provided with first enrollment advising following completion of orientation. Student populations excluded from the pilot include:

  • Black Male Initiative
  • Dance Ed Laboratory
  • Fort Drum
  • Harry Van Arsdale Jr. School of Labor Studies
  • International Education
  • Nursing and Allied Health
  • Opportunity Programs

In some cases, returning students will be assigned directly to a mentor.

Q: What is a Student Success Coordinator?

A: Student Success Coordinators are a team of professionals who now cover the responsibilities previously covered by the student academic services and student success and development teams. Each Student Success Coordinator has a caseload of students they support with first-term outreach and engagement workshops; navigating technology, policies, and processes; and non-academic coaching, concerns, and referrals. In addition, they also manage informal and formal problem resolution, academic grievances, and appeals for students within their caseload.

Q. Are there still coordinators of student academic services?

A. No. All members of the student academic services team are now student success coordinators. All of the student academic services team functions are now part of the student success coordinator role.

Q. How is the role of the mentor and student success coordinator different?

A. Mentors are responsible for guiding degree planning, prior learning assessment, and academic advisement. Student Success Coordinators support students with first-term outreach and engagement workshops; navigating technology, policies, and processes; and non-academic coaching, concerns, and referrals. In addition, they also manage processes related to informal and formal problem-resolution, academic grievances, and appeals for students within their caseload.

Q. How will I know the name of the Student Success Coordinator for my mentee?

A. Student Success Coordinators are assigned in Banner, similar to mentors. A student’s assigned Student Success Coordinator is found on the Student Advising Profile screen within Self-Service Banner (SSB).

Q: What metrics are you looking at to determine success?

A: Beginning in January 2024, in collaboration with Decision Support, a number of metrics will be examined to determine impact, including:

  • Number of students registered within 3 and 10 days of completing orientation
  • Fall-to-spring retention rates
  • Percentage of assigned mentees that register (to assess impact of assigning mentees who never register for classes.)
  • Drops, withdrawals, administrative withdrawals
  • Timing of first registration vs. term start
  • Timing of first registration vs. orientation completion
  • First-to-second term retention rates
  • First term course pass rates
  • Educational planning course pass rates, drops, withdrawals, administrative withdrawals
  • Feedback obtained from the university community

Q: What happens if an incoming student ends up needing a significantly higher than average amount of attention at the early advising stage?

A: First term advisors have the ability to request assignment of a limited number of incoming students to their own mentoring load so that they can maintain continuity with students who prefer substantial pre-enrollment engagement. In these limited cases, pre-enrollment advising can transition seamlessly into a mentoring relationship.

Q:  Will first term advisors recommend that students take educational planning in their first term?

A: First term advisors will no longer make specific recommendations about educational planning during the first term enrollment process. This conversation will occur between the student and their mentor.

Q:  When is a mentor assigned? 

A: Mentors are now assigned once the student registers for at least one course. Previously, mentors were assigned at orientation completion, but this resulted in students finding their mentor on the Self-Service Banner (SSB) profile before the first term advisor had a chance to provide course recommendations.

Q:  How are the mentor and student notified of the mentor assignment?

A: Once the student registers and the mentor assignments are finalized, an automated email with the subject line, “Introducing Your Mentor and Student Success Coordinator” will be sent to the mentor and student, introducing the mentor, student, and student success coordinator.  

Q:  Who developed the content for the mentor assignment email? 

A: In the spring of 2023, a TFMC-appointed working group developed the content for the mentor assignment email. The templated language has remained unchanged since its inception on July 10, 2023. Opportunities to provide feedback on content and timing will occur during the assessment phase of the pilot. 

Q:  If the student drops any/all their class(es) after being assigned a mentor, should they be referred back to the first term advisor? 

A: Once the mentor assignment email has been sent, the first term advising relationship ends. The responsibility for course advisement and any academic-related questions immediately shifts to the mentor. 

Q: Is the Advising Center Still Operating?

A: No, the Advising Center is no longer operating. Students should not be referred to the Advising Center, nor to the former advising center email.

Q: Who should I contact if I have additional questions or suggestions regarding this pilot?

A: Reach out to a member of the Advising Initiative Pilot Steering Committee. They meet weekly to discuss processes, procedures, and implement changes as needed. 

The members of this committee are: