PHONING FOR STUDENT RETENTION

Using the Central Oregon Community College "Follow-up Desk" model, Palomar College developed a
pilot project directed towards greater student retention. The focus of the program was to improve student
attendance, which is basic to academic success at a two-year college. Faced with data showing large
numbers of students dropping out sometime within their first year of college, the project attempted to make
student retention a greater focus.

To counter student non-attendance, a "Phoning for Student Retention" (PSR) desk was set up at the
college. The basic idea behind this phone calling program, carried out by both full- and part-time faculty,
was to contact students (not parents, spouse, or roommates) who miss class and encourage them to return.
The Program

Faculty were briefed on the program’s function and given instructions via periodical memos. Interested
faculty were involved in one of two ways: (1) called a PSR assistant every day or weekly and reported the
names of their students who had missed two consecutive classes, or one where appropriate (a PSR-assigned
faculty member working the project desk calls the student and tries to encourage him or her to return to
class); or (2) called their own students who had been absent and reported the details of their calls on a
standardized form, allowing data to be collected for statistical purposes.

The PSR phone callers worked from a set script; and calls were made between 7:00 to 8:15 a.m. and 5:00
to 6:30 p.m., Monday through Friday. The callers spoke directly with the students and asked if the school
could assist them in returning and remaining in class. If, after a morning and evening phone call, a student
was not reached, a questionnaire was mailed.

The program began in mid-February, and the greatest phoning activity was during the third, fourth, and
fifth weeks of school. Faculty were frequently advised of the program’s progress, and their response to the
activity was one of positive enthusiasm.

Program Results

Close to four hundred students were contacted during the twelve-week period that the project was active.
Over thirty-five percent of the students returned to class. NOTE: The project is uncertain if the exact
number returning was due to the phone call or the mailed questionnaire.

The most frequent reason for not attending class was a conflict with work (33%), followed by illness or
personal reasons. Only four students indicated dissatisfaction with instruction. Of the students (surveyed
by questionnaire) who were asked why they dropped, 75% stated that they planned to return to Palomar
next semester or in the near future.

Program Cost

Roughly $3500 was spent on this project. Nearly 75% of this amount was spent on hourly compensation
for the twelve full- and part-time faculty members calling for set periods of time. About $200 was spent on
printing and postage. Note: (1) Many hours were donated by the Admissions Office in identifying phone
numbers from the main frame computer for the program’s use. (2) A counselor assistant from Counseling
Services staffed a call-in desk, where faculty members could report the names of students who should be
contacted, (3) The Student Service classified help was donated to the project.

Conclusions

The PSR program served students and helped faculty identify the reasons for student absences. This
awareness helped teaching and counseling faculty work successfully together toward a common goal. The
success of the program is due to faculty involvement and ownership: the idea originated in the Office of the
Vice President of Instruction, and the Faculty Council took leadership in its implementation.

This was a non-punitive program that allowed faculty to personally contact students and to express
concern. Students reacted favorably to an instructor calling and saying "We Care!"

Stan A. Levy Brenda Montiel
Reading Program Music Department

For further information, contact the authors at Palomar Community College District, 11400 West Mission
Road, San Marcos, CA 92069-1487.

 

 

 

Suanne D. Roueche, Editor
April 10, 1987, Vol. IX, No. 11

INNOVATION ABSTRACTS Is a publication of the National Institute for Staff and Organizational Development, EDB 348, The University of
Texas at Austin, Austin, Texas 78712, (512)471-7545. Subscriptions are available to nonconsortium members for $35 per year. Funding in
part by the W. K. Kellogg Foundation and Sid W. Richardson Foundation. Issued weekly when classes are In session during fall and spring
terms and once during the summer.

“ The University of Texas at Austin, 1987
Further duplication Is permitted only by MEMBER Institutions for their own personnel. ISSN 0199-106X

 

 

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