Student Support Services at NAU 1

Student Support Services (SSS) is a program at Northern Arizona University (NAU)

focused on increasing college retention and graduation rates for eligible students. SSS provides

many valuable resources to at-risk first generation freshmen who are struggling to meet their

financial needs. At-risk students can be described as a student who is considered to be in danger

of not graduating or meeting other education-related goals (Fraga, 2017). First generation

students are likely minorities and are far less likely to graduate from college. In six years, 40

percent of first-generation students will have earned a bachelor’s or associate’s degree or a

certificate, vs. 55 percent of their peers whose parents attended college. (Cardoza, 2016). SSS

combats that statistic. Laura Bohland, an Administrative Assistant for First-Generation Programs

explained, Student Support Services specifically works with students who have academic need

and want support. Students apply to the program and must meet at least one of 3 criteria: First-

Generation student (Neither parent has a 4-year degree), Low-income based on federal

guidelines and/or have a documented disability with the Disability Resource Center (Bohland,

2017).SSS objectives and goals are to increase college retention and graduation rates for eligible

students. They do this through providing education on the fundamental necessities to thrive in

college and adulthood and providing financial means to participating students. SSS also regularly

teaches peer-led workshops on money management, study skills, budgeting, personal strengths,

and career planning. While in this program students have a strict guideline that they have to

follow in order to be eligible for the scholarship, they provide a list of tasks that need to be

completed in order for the student to be successful in college and beyond. Traci Harvey, the

Director of First-Generations Programs said, they assess their department by program surveys,

participant numbers, persistence rates, retention rates, percentage of participants in good

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academic standing, percentage of students completing program requirements, and numbers of

mentoring meetings completed (Harvey, 2017).

Student Support Services focus on their purpose of helping at-risk students who are first

generation or disabled who find themselves in an unmet financial need. Only 11 percent of low-

income, first-generation college students will have a college degree within six years of enrolling

in school, compared to about 55 percent of their more advantaged peers who were not low-

income or first-generation students (First–Generation Students, 2017). SSS feels that life

circumstances should not impact a student's ability to an education (Harvey, 2017). No matter

your race, gender, ethnicity, class, background, or culture, SSS feels the need to offer a support

system to students who likely did not have one in their home. SSS understands that the transition

to college is a difficult time, especially when that student may be thinking about all their

responsibilities at home. SSS focuses on raising the bar for underprivileged students and

providing an even playing field to succeed in college and long term, as well.

SSS objectives and goals are to increase college retention and graduation rates for

eligible students through many different means. When the statistics are shockingly low for first-

generation undergraduate students, it is hard not to notice the hardships that these students need

to overcome and push that much more to earn their degree. With being an at-risk student,

generally comes more responsibility and added stress and pressure on an already extremely

stressful time for a young adult. For almost 20 percent of first-generation, low-income students,

English is not a first language. These students are often needed at home, simply to translate.

Sometimes they feel guilty because, now that they have a high school diploma, they should get a

job and help support the family (Cardoza, 2016). SSS recognizes that there may be an added
Student Support Services at NAU 3

responsibility weighing on students shoulders, that is why they provide support, guidance, and

mentorship with upperclassmen student leaders and full time staff members.

SSS recognizes there dire need for supplemental support and education for at-risk

students. Because they understand that at-risk students likely did not learn the basic fundamental

education on fundamental necessities to thrive in college and their future careers. First year

students receive mentoring from upperclassmen student leaders who can help make a successful

transition to college. They provide a support system through peers who are experiencing similar

situations and circumstances. SSS also hosts peer-led workshops on time management, study

skills, paying for college, budgeting, personal strengths, getting involved, and campus resources

(Student Support Services, 2017). The list continues of services that SSS provides their students.

Professional staff will provide guidance on academic skills, financial aid, and money

management. Not only will students learn how to manage money correctly, but they will also

receive a $500 scholarship for each semester that they participate in the program when there is an

unmet financial need. SSS recognizes that there is an unmet need in at-risk students. They rose to

meet that unmet need in every way that they can possibly help. They offer peer support, financial

support, educational workshops on fundamental basics, counseling, and even tutoring services.

When every student signs onto the Student Support Services program, they are provided a

contract that they sign and date to ensure that they will follow through on all goals that are set in

front of them. This is especially true for students who receive the $500 scholarship for an unmet

financial need. They are required to attend bi-weekly upperclassmen mentoring where goals are

talked about and the student asks their mentor any questions that they might have. Along with

that, students are required to attend at least 3 peer-led workshops. To complete these goals, you

need to provide documentation to prove that you attended the workshops and sign that you
Student Support Services at NAU 4

attended the individual mentor meetings. This structure not only allows students to be held

accountable for their actions, but it also provides valuable information to SSS if a student is in

more need than the upperclassmen can provide. In order to stay true to the department purpose,

this is a necessary step in retaining at-risk students. Not only are students held at high regard, but

their staff members are as well. To assess the department as a whole, staff members look at

completion rates amongst many other things in order to see areas that they need improvement on

(Harvey, 2017).

Student Support Services goes above and beyond for their at-risk students. Each staff

member is friendly and freely offers support and assistance when needed. Along with a friendly

staff, they stay true to their departmental mission and analyze areas that they need to improve

upon. They take first generation at-risk students very seriously and ensure that these students

have access to every resource and they fully understand the resources they have on hand. SSS

provides invaluable resources for that student's college career and even takes it a step farther,

they want to see that student not only survive but thrive now and in their long term career.
Student Support Services at NAU 5

References

Bohland, L. (2017, September 27). Student Support Services [E-mail interview].

Cardoza, K. (2016, January 20). First-generation college students are not succeeding in college,

and money isn’t the problem. Retrieved September 26, 2017, from

https://www.washingtonpost.com/posteverything/wp/2016/01/20/first-generation-college-

students-are-not-succeeding-in-college-and-money-isnt-the-

problem/?utm_term=.a7eaf050383

First-Generation Students. (2017, February 06). Retrieved September 26, 2017, from

https://pnpi.org/factsheets/first-generation-students/

Fraga, B. (2017). At-Risk Students: Definition, Characteristics & Programs. Retrieved

September 26, 2017, from

http://study.com/academy/lesson/at-risk-students-definition-characteristics-

programs.html

Harvey, T. (2017, September 27). Learning About Student Support Services [E-mail interview].

Student Support Services. (2017). Retrieved September 26, 2017, from

https://nau.edu/student-support-services/