by: Peter Muir
In 2024, Southern Cross University (SCU) demonstrated its commitment to improving first-year student outcomes through the development and expansion of its First Year Advising (FYA) program. This initiative is part of SCU’s broader strategy to support student success, particularly in the critical first year of university when attrition rates are often at their highest. With a student-centred approach informed by data and feedback, the program is already making a significant contribution to SCU’s improved retention and success rates and is achieving very high student satisfaction rates.
The Challenge
Universities across Australia face the ongoing challenge of improving student retention and success. According to recent data, sector-wide retention rates are approximately 87%. With large online, low SES, Regional and Remote and First in Family cohorts, SCU’s rates have historically hovered around 70%. Attrition is particularly pronounced among first-year students, with SCU reporting a 32% attrition rate in 2019–2020.
Recognising the need for a proactive, structured approach, SCU embarked on a mission to enhance its support services, focusing on evidence-based strategies to address student needs comprehensively.
A Proactive Framework for Success
SCU’s First Year Advising program reflects a shift from reactive to proactive support. It is built on a foundation of insights from the university’s Student Journey Mapping Project, Service Preference Surveys, and other key feedback mechanisms. The framework integrates multiple touchpoints and support mechanisms, including:
- Orientation Activities: Beginning before the academic term, activities such as an online First Year Induction (FYI) Module and transition workshops (Weeks -3 to 0) set the stage for a smooth start.
- Embedded Resources: Study tips, workshops, and unit-specific learning tools are seamlessly integrated into the curriculum.
- Peer-Assisted Learning Support (PALS): This program fosters academic and social peer connections, helping students build a support network.
- Specialist Advising: Personalised, 1:1 support tailored to students’ unique challenges and circumstances.
This comprehensive approach ensures that students have access to the right resources at the right time, fostering both academic and personal resilience.
Scaling Up: From Pilot to Full Rollout
The FYA program was initially piloted in two faculties in 2023. Following its early success, the initiative expanded across all faculties in 2024, supported by a dedicated team of 13 First Year Advisors. With a target ratio of 300 students per advisor, the program ensures personalised attention while maintaining scalability.
To prepare advisors for their roles, SCU partnered with DVE Business Solutions to deliver intensive training. This included theory and practice sessions on academic advising, motivational interviewing, systems training for CRM and LMS tools, and workshops on addressing student challenges effectively. Advisors were equipped not only with the technical skills but also with the interpersonal expertise to build trust and rapport with students.
The partnership with DVE enabled SCU to fast-track the program rollout, with advisors trained and ready to engage students from the start of 2024. This collaboration has created a foundation for ongoing improvements, ensuring the program continues to meet the evolving needs of students.
Measurable Impact
The impact of the FYA program is already evident in SCU and program key metrics:
- Longitudinal attrition reduced to 24% (T1-T4 2024)
- Increased engagement, with higher appointment booking rates and open rates for communication campaigns.
- Term retention for first-year students reaching 95.3% in Term 4 from Day 1 to the end of Term, reflecting a significant improvement in academic persistence.
These outcomes are attributed to the program’s proactive communication strategy, which includes phone calls, emails, and SMS messages at critical points in the term. For instance, targeted outreach around Census Day led to increased engagement among students who were at risk of disengagement.
Building Community and Connection
One of the standout elements of the FYA program is its focus on fostering a sense of belonging. Events like “Dessert Day with your FYA” provide informal opportunities for students to connect with their advisors and peers. These events, organised in collaboration with local student associations and campus services, not only increase the program’s visibility but also strengthen the student community.
Lessons Learned and Future Directions
The success of the FYA program has provided valuable insights into what works in first-year advising. Key lessons include the importance of:
- Participation rates are key: Students that engage are more likely to succeed. Assigning each student their own adviser makes this support part of the journey, removing the need to ask for help.
- Proactive Engagement: Early and frequent communication helps establish trust and ensures students know where to turn for support.
- Tailored Support: Personalised interventions, informed by data, are more effective than one-size-fits-all approaches.
- Holistic Approaches: Addressing both academic and personal challenges create a more supportive environment for students.
Looking ahead, SCU plans to further refine the FYA program by leveraging data-driven insights and expanding support to broader student cohorts. Future enhancements will focus on improving engagement strategies, developing innovative tools, and scaling successful practices to other areas of the university.
Conclusion
SCU’s First Year Advising program exemplifies the power of proactive, student-centred support. By addressing the unique challenges faced by first-year students, the program is not only improving retention but also setting the foundation for long-term success.
For detailed information about the SCU program, upcoming advising webinars, or how DVE can collaborate with you to enhance student success, reach out to us at info@dvesolutions.com.au. Be sure to visit our Events and Webinars page page for additional details and updates.