Using CRM to Follow-Up Truancy and to Lower Drop-Out Rates

Truancy often is an indication of problems on the side the student. Problems that unfortunately more than once lead to serious situations like radicalization or even suicide. Therefore, it is important for schools to immediately act and interfere when repeated truancy has been identified.

In most cases the teachers who are in the first line of student contact are the first to identify the unauthorized leave. However, they are most of the time not aware of the underlying causes of the leave, and when they would directly ask the student about it chances are big that they will be lied to. Therefore, it is wise to leave it to mental health professionals like psychologists , experience deans and trained social workers to open up the conversation with the students concerned. Most of the larger institutions have care teams in place to assist students in need of additional guidance or mental coaching. However, the process of enabling the care team with a request to help a certain student often is not clear or formalized.

And when the care team has its first interview with the student t often becomes clear that there are other and deeper problems that play role in the student’s attitude and the unauthorized leaves. For instance there might be financial or drug related problems that play a role, or the student might cope with psychic traumas related to his passed. These deeper problems often can’t be dealt with by the person of the care team who is responsible for the first interview and therefore the student needs to be referred to a specialist. And exactly like it happens in hospitals or between general practitioners and specialists, there needs to be a dossier of the student that can be accessed by all parties concerned. However, since such a dossier obviously contains a lot of privacy sensible information, it is required that all information can be shown or hidden based on authorization roles.

A CRM system is very well capable of supporting these kind of Special Care and Leave Follow-Up processes. Because if you think about it the process explained above is actually just a process of collaboration between different constituents, who share information about the same customer (the student). And just like you can configure in almost every available CRM system that a salesman must be capable of seeing that communication has been taken place between his prospect and the support organization without granting him access to all the details of the conversations, it is also possible to hide parts of the student dossier to users with certain functional roles. The workflow of CRM systems is very well capable of streamlining the processes, making sure that timely follow-up is guaranteed, etcetera.

In some cases, finally, I have seen that institutions even stored the entire ‘product catalog’ of the care team in CRM. Things like an intake interview, or a session with a psychiatrist were set up as products in the system, so as to make it easy to boll the different departments internally for the services offered by the care team.

By using CRM to carefully and systematically follow up truancy drop-out rates can be lowered and maybe even lives can be saved.

Please don’t hesitate to contact me should you want to learn more about the implementation of Special Care processes into Higher Ed institutions using CRM.


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This entry was posted on July 4, 2016 by in Student Engagement, Uncategorized and tagged , , , , .
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