The effectiveness of success coaching for students is well documented in higher education literature. Longitudinal data shows the impact of coaching on retention and graduation rates. Coaching has a positive impact on student engagement and satisfaction. Numerous controlled studies have verified the impact and cost-effectiveness of coaching. Coaching programs can be tailored to various students and points in the student lifecycle. Developing an effective, scalable coaching program requires cross-functional commitment. Success requires clear and realistic goals, based on current realities.

1. 1Confidential © InsideTrack, 2013
Building a highly effective coaching
and mentoring program at scale

2. 2Confidential © InsideTrack, 2013
The effectiveness of success coaching for students
is well documented in higher education literature
• Tinto’s theory of student departure - Coaching facilitates students’
smooth transition from separation  transition  incorporation
• Astin’s theory of involvement aligns with coaching’s efforts to facilitate
student action
• Rendon – coaching provides space for student validation, helping to
improve confidence and reduce self-doubt
• Sanford – coaching assesses student readiness, and aims to provide
appropriate mix of challenge and support for student
• Kuh – coaching promotes student engagement in high impact
practices and educationally purposeful activities

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Longitudinal data shows the impact of coaching
on retention and graduation rates
Data source: Bettinger, E. P., & Baker, R. (2011). The effects of student coaching in college: An evaluation of a randomized
experiment in student mentoring (Working Paper No. 16881).

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0% 20% 40% 60% 80%
Involvement in the campus community
(i.e. friends, organizations, etc.)
Budgeting, finances, covering
educational and living costs
Commitment to graduating
Academic success
Managing competing commitments
Staying healthy and mentally positive
Being an effective college student
Control
Coached
Coaching also has a positive impact on student
engagement and satisfaction
Percentage of students who reported they
were very satisfied with the following areas of college life:
Data source: Florida State University and InsideTrack, “Coaching enhances the student experience and increases enrollment,
retention and graduation rates,” January, 2011.

5. 5Confidential © InsideTrack, 2013
Numerous controlled studies have verified the
impact and cost-effectiveness of coaching
“The results are clear: retention rates were greater in the coached group and the
results do not change when we control for key demographic factors. Moreover, the
expenditure is much smaller than that which would be required under an alternative
policy.”
Professor Eric Bettinger, Associate Professor, Stanford University
“ This mentoring program for college students was found in a well-
conducted randomized controlled trial to produce a 14% increase in
college persistence two years after random assignment, and a 13%
increase in likelihood of graduating college four years after random
assignment.”

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Coaching programs can be tailored to various
students and points in the student lifecycle
Enrollment Coaching
• Conversion (from app or admit)
• Yield (admit/registration to start)
• Strong Start (prep for success)
Success Coaching
• Transition (first 2 terms/semesters)
• Continuation (on-demand)
• Special populations (military, non-resident, first-gen, etc.)
• Special situations (probation, transfer, etc.)
Career coaching
• Structured/Comprehensive
• On-Demand/Tactical
Enrollment growth and diversity
Competitive differentiation
Improved efficiency
Market insights
Higher retention and completion
Tailored student experience
Improved operational effectiveness
Student experience insights
Better career readiness
Stronger employer relations
Stronger alumni relations
Brand differentiation

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Developing an effective, scalable coaching
program requires cross-functional commitment
Core functions
Serves as liaison to
academic advising,
financial aid, career
and other services
Prospective
Student Coaches
Enrolled Student
Coaches
Coaching
Managers
Mentor coaches and
facilitate development
of best practices
Work one-on-one with prospective and enrolled
students through regular, structured phone
conversations and ad-hoc online communication
Organizational support
Quality Control Pedagogy Communications Research/ Analytics
Operational
Consulting
Recruiting
IT/Systems
Development
Professional
Development
Guides program
director and serves as
liaison to other senior
administrators
Evaluate coaching calls;
measure performance on
broad range of metrics
Improve and develop new
coaching methodologies
and incorporate into best
practices
Develop student-facing
coaching materials and
drive student adoption
Prepare detailed
quantitative and qualitative
reports for administrative
decision making
Support functional leaders
in operationalizing
changes based on student
experiences and feedback
Extensively screen and
evaluate coach
candidates to ensure
highest quality hiring
Develop and administer
systems used for coaching,
data management and
reporting
Train and certify coaches
through multiple levels of
mastery in various
subjects
Program Director
Executive Sponsor

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First-year retention
(first-time-full-time freshman at semi-selective private
university campus)
89.0%
90.1%
88.5%
84.6% 85.1% 85.5%
Cohort A Cohort B Cohort C
Coached Control
Graduation
(first-time-full-time freshman at semi-selective private
university campus)
75.4%
68.9%
54.5%
63.2% 65.2%
50.2%
6-year 5-year 4-year
Coached Control
Success requires clear and realistic goals, based
on current realities
Dropout resumption
(post-traditional students at low selectivity online program)
21%
34% 32% 31%
12%
20% 20%
15%
1st Term
Drops
2nd Term
Drops
3rd Term
Drops
4th Term
Drops
Coached Control
Inquiry conversion
(all inquiries at semi-selective online program)
10.8%
12.4%
11.2%
8.3%9.2% 8.4% 8.1%
5.9%
September January March June
Coached Control

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Second Round
• In-depth raw coaching
skill assessment
• Ability to implement
feedback
• Performance
orientation
Program Director
Interview
• Team fit
• Additional role play
• Inquisitiveness
• Tone of voice
• Drive for Success
Reference Check and
Background Check
Include discussion with
most recent supervisor,
whenever possible
Resume and Cover
Letter Screen
• Degrees
• Relevant prof.
experience
• Interest in student
success
• Fit with institution
Voice Screening
• Tone of voice
• Ability to respond
under pressure
• Comfort with
technology
• Communication skills
• Interpersonal skills
Phone Interview
• Communication skills
• Interpersonal skills
• Fit with institution
• Drive for success
• Salary range fit
Profiling exercise
• Thinking and
reasoning style
• Behavioral traits
• Occupational
interests
Group Interview
• Role plays
• Raw coaching skill
assessment
• Active listening
• Interpersonal skills
• Commitment to
mission
Top-Quality Candidates
Great coaching begins with great coaches and
great candidates come from rigorous selection

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Great coaches are developed, not born
 New coach training /
orientation
 Ongoing certification –
multiple levels of mastery,
multiple disciplines
 Routine quality
assessment/developmental
observations
 Individual professional
development meetings
 Team training
Student Impact
Coaching Methodology Meeting Structure
In his/her first year alone, a new coach should receive 100+ hours
of professional development

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Great coaching also requires a methodology that
addresses all areas of student success
School
Community
Academics
Career
Managing
Commitments
Commitment
to Graduation
Health &
Support
Finances
Effectiveness
Clarify where student wants to be after
graduation
Connect to what student needs to
accomplish every week
Help organize student’s commitments to
get work done
Motivate student to overcome obstacles
Reaffirm value of the institution
LONG-TERM GOAL

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Coaching works best when closely aligned with
other student support functions
Other Support Services
Financial Aid
Career Services
Academic Advising
Coaching
Coaching supports:
• Higher contact rates
• Better student preparedness
• Consistency in messages and service delivery
• Proactivity / issue prevention

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A “Success Creation” mindset is critical to an
effective coaching program
Success Creation Failure Prevention
How students are
introduced to coaching
“Get to know you” call from coach Orientation / information packet
When students hear
from coaches
At regularly scheduled meetings
designed to keep them on track
toward their goals
Missed a class, failed a test or
otherwise triggered a “flag” in the
early alert system
Why students might
reach out to coaches
Want to brainstorm a challenge or
celebrate a recent win
Facing significant hardships, on
the verge of failing, dropping out
A “Failure Prevention” mindset results in wasted resources and
lost opportunities

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Coaching cost-effectiveness is maximized by
assessing likelihood of impact by student type
Coach to enhance
experience, optimize
learning outcomes
Coach to
maximize chances
of completion
Leverage other means
to enhance experience,
optimize learning
outcomes
Leverage other means
to maximize chances
of completion
Risk of Attrition
LikelyImpactof
Coaching
Low
Low
High
High

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Maximizing the impact of coaching requires
investment in technology and analytics
Both to manage the delivery of coaching and to generate the
insights that guide operational and executive decision making

16. 16Confidential © InsideTrack, 2013
Many institutions choose to partner with a
coaching services provider
The reasons for partnering vary:
Focus: Partnering enables institutions to focus on their core competencies and
simultaneously address a larger number of competing priorities
Time-to-Benefit: It takes many years to develop a coaching program to the point
where it consistently delivers significant impact
Economies of Scale/Scope: Coaching services providers work with a broad
range of institutions and students, enabling them to better amortize the costs of
specialized expertise and technology
Variable Expense vs Capital Investment: By contracting for coaching services,
institutions can turn a capital investment into an expense that varies directly with
enrollment
Risk Management: Implementing an established program avoids the financial,
brand, regulatory and other risks associated with a steep learning curve

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The keys to selecting the right partner are
expertise and fit
Before engaging a coaching services provider, consider the
following:
Mission/Values: Does the organization share your core beliefs?
Brand/Reputation: Are they known for operating with integrity, as a
trusted partner?
Effectiveness: Do they have a strong, well-documented history of
success?
Accountability: Are they committed to measurement, transparency and
accountability?
Focus: Is enhancing student engagement and success their core
purpose?

18. 18Confidential © InsideTrack, 2013
Increase enrollment, retention and graduation by 15%.
• 1:1 coaching for prospective and enrolled students
• Actionable insights on student perceptions and needs
• Systems to ensure measurement and accountability
InsideTrack works with you to implement a
system for continuous improvement
InsideTrack is the only college dropout
prevention initiative to meet WWC evidence
standards
Increase student and
institutional success.
Contact us:
programs@insidetrack.com
415.243.4468
www.insidetrack.com