.jpeg)
Introduction
Recently, we had the opportunity to sit down with Kelli Listenbee, the Director of Learning Support Services at Arkansas State University. Below is a summary of the key topics we discussed.
Background on Kelli and A State
Arkansas State University features a comprehensive learning support system, including the main Learning Support Services (LSS) and eight other tutoring centers. Kelli Listenbee serves as both the Director of Learning Support Services and Coordinator for the First Year Experience. She oversees the LSS, coordinates with other tutoring centers, and manages initiatives to identify at-risk students, assess program effectiveness, and improve overall learning support across the university.
1. Breaking Down Silos Between Centers
Kelli’s approach to this problem is:
- Be the first to reach out: "Go to their space, learn about their space, be interested in their space," Listenbee advises.
- Share resources generously: From tutor training materials to accreditation processes, sharing builds trust.
- Create a unified identity: Arkansas State provides tutoring sweaters for all campus tutors, fostering a sense of community.
"Position yourself not as a competitor, but as a teammate," Listenbee emphasizes. This mindset shift has been transformative for inter-departmental relationships at Arkansas State.
In essence, collaboration is key to Arkansas State's success in academic support. By proactively reaching out to other departments, understanding their needs, and sharing resources, Listenbee has fostered strong inter-departmental relationships. This collaborative mindset has created a more cohesive campus community. The result is a more integrated and comprehensive support system that benefits students, demonstrating the power of breaking down silos in higher education.
2. Targeted Outreach: A Lifeline for At-Risk Students
Arkansas State's proactive approach to supporting at-risk students includes:
- A robust referral system drawing from various campus units
- Personalized outreach for flagged students managed by grad assistants
- Emails that mention specific concerns and always end with a question
The results speak for themselves: "About 25% of students we reach out to actually receive an academic intervention on campus," Listenbee reports. This significant engagement rate underscores the effectiveness of their personalized approach.
This strategy for supporting at-risk students has proven highly effective at Arkansas State. By combining early identification through a comprehensive referral system with personalized communication, the university has created an effective safety net for students who need additional support. The 25% engagement rate demonstrates how targeted outreach can significantly impact student success and retention rates.
3. Evaluating Outcomes: Methods for Measuring Student Persistence
Arkansas State employs a multi-faceted approach to demonstrate the value of tutoring services.
- Quantitative analysis: Utilizing Cengage software for hard data on persistence
- Qualitative assessment: Collaborating with the Writing Center to develop nuanced evaluation methods
- Using Penji’s embedded survey tools to gather real-time session feedback
A discovery emerged from their research: "Students and tutors who make a goal and set a goal at the beginning of session... leads to a greater sense of self-reported learning," Listenbee reveals. This simple act of goal-setting could be a game-changer for tutoring programs nationwide.
By combining quantitative analysis, qualitative assessment, and real-time feedback, they've created a comprehensive picture of their services' impact. The discovery of the positive effect of goal-setting on learning outcomes is just one example of the insights this approach can yield. This assessment strategy not only proves the value of their services but also provides a roadmap for continuous improvement, ensuring that their academic support programs remain effective and relevant.
4. Beyond Academia: The Role of Business Acumen
Listenbee candidly shares a reality many academic leaders face: "Most directors or administrators of programs like ours didn't go to school for business." She stresses the importance of developing skills in:
- Budget management
- Efficiency reporting
- Balancing bottom-line concerns with quality support
Her advice? "If that's not already being fed to you, that has to be a piece of your professional development."
Listenbee's emphasis on developing business acumen highlights a need in academic support leadership. By bridging the gap between academic expertise and business savvy, directors can ensure the sustainability and growth of their programs. This business-minded approach enables more effective communication with administrators, efficient resource management, and data-driven decision-making. As higher education faces increasing financial pressures, the ability to combine educational expertise with sound business practices becomes crucial for the success of academic support programs.
5. Maximizing Resources: A Focus on Efficiency
Arkansas State has implemented several strategies to boost efficiency without compromising support:
- Transitioning to a "pay when booked" model for tutors
- Analyzing efficiency metrics per tutor and service type
- Transparently sharing efficiency data with tutors to increase buy-in
- Balancing efficiency with flexibility to meet diverse student needs
This approach not only improved resource allocation but also increased tutor engagement. "They were out there hustling, trying to find folks who were going to come to their tutoring hours," Listenbee notes.
Arkansas State's efficiency-focused approach demonstrates how academic support programs can maximize their impact while responsibly managing resources. They've created a more engaged and effective tutoring workforce. Importantly, they've achieved this while maintaining the flexibility to meet diverse student needs.
6. AI in Academic Support
Arkansas State incorporates AI technologies in academic support services:
- Introducing ethical AI use in First Year Experience courses
- Training tutors on appropriate AI applications in sessions
- Exploring AI for creating post-session assessments
- Envisioning future possibilities like AI-assisted session reviews and personalized follow-up exercises
Listenbee remains optimistic about the role of human interaction in learning: "I have no fears of one-on-one tutoring just disappearing. I think that as long as we understand the tools and know how to use them as appropriate supplements, then we should do that."
By introducing AI use in their curriculum, training tutors in AI applications, and exploring innovative uses like AI-assisted assessments, they're preparing for the future of academic support. At the same time, Listenbee's emphasis on the irreplaceable value of human interaction ensures that they're leveraging technology as a supplement to, rather than a replacement for, personalized tutoring. This approach to embracing AI while maintaining the human touch of tutoring provides a roadmap for other institutions navigating the rapidly evolving landscape of educational technology.
