Empathy, skill, knowledge: How a great student coach helps adult learners succeed
Q&A with Student Support Coach Natasha Prospere, M.ED
Every online learner needs somewhere to turn when they have a problem or need someone to listen — someone whose advice is empathetic and reliable, and who can point them to resources that help them succeed. For many learners, Student Support Coach Natasha Prospere is that person. See how she approaches the crucial work of guiding learners from enrollment to graduation — so learners, institutions, and employers all get the outcomes they’re hoping for.
What do you enjoy most about coaching students?
I enjoy interacting with my students. And I enjoy working on new challenges every day — you never know what to expect. It's rewarding to support each student along their path, to encourage them and to provide the resources they need, from orientation to graduation.
I let them know what to expect along the way, guide them through their upcoming courses, and help them meet their graduation requirements. I can help them access the resources they need, whether that’s mental health, tutoring, writing center, or something else. Students often thank me for being their advocate and facilitator.
What's it’s like to have a long-term relationship with a student and watch them succeed?
Building relationships and positive rapport with students is fundamental to their success. My students know I truly care about them, their families, and their academic success. They feel supported by me.
In our first conversation, I learn about their academic goals — and also about their home life, what brought them to the institution, who’s part of their support system, and their ultimate goals. So, when times get tough — and they will — I can be there to remind them why they started in the first place.
As coaches, we provide motivation, as well as encouragement through personal struggles and life events, whether that's sick children, taking care of elderly parents, or even divorces. We also celebrate, sharing in joyous occasions such as weddings and pregnancies! Whatever’s happening in their lives, we’re there, with personal outreach, regular communication, and timely feedback.
What are three skills or characteristics you need to coach adult learners effectively?
First, you need empathy and compassion. Second, you should be a constructive, active listener. Third, you need to be a problem solver — and to do that, you need to thoroughly understand the resources you can provide to learners, and the university policies you’re operating within.
What are some concerns you help learners overcome?
Time management is a main concern: feeling overwhelmed as they try to balance work, school, personal life, and raising a family. I provide tips on being a successful online learner, both during our conversations and via email. For example, I tell them to:
- Plan your study time.
- Print and/or download your syllabus so it’s always handy.
- Check your school email every day — something important might be happening.
- Log into your course(s) several times a week.
Stepping back, I also encourage them to find their passion. What do they do for fun? Are they making sure to take time for self-care, exercise, time with family and friends? Are they eating well and getting enough sleep? That’s especially an issue for my nursing students.
How do you help learners stay engaged with their courses and programs?
Online graduate advising is so much more than telling students “what class comes next!”
Students rely on their Support Coach for information to solve problems, make decisions, navigate university procedures, and overcome technology challenges. We help them register for their next class, but we also make sure they know what to expect in their upcoming courses. We help them add the concentration courses they’ll need, transfer programs, take leaves of absence if they must, and — for our Nursing suite — prepare for clinicals and campus visits.
We don’t just connect frequently with students. We advocate for them. We share their concerns with the university. We provide the right guidance: information they can use. It’s all about building a personal relationship that shows each student we truly care about them as individuals — and about their success.
How do you coordinate with the university to support your students?
The institution’s on-campus Academic Advisors (AAs) handle grades, GPA concerns, academic standing, instructor concerns, and similar issues. With my Nursing program, Duquesne also has a clinical coordinator to help learners secure a preceptor and complete their required clinical hours. As a success coach, I send learners a program plan to follow, and remind them when it's time to register, order books, and complete financial aid.
Students tend to reach out to me first, as their main point of contact. I can direct them to their AAs, clinical coordinators, or instructors, as needed. I often copy the AA on emails, and provide time and day when it’s best to reach the student. We follow up via email, and we meet bi-weekly with the university to discuss student affairs.
We're a great team. Here's an example just from today. An AA called me with a heads up that a student may contact me. The AA said she knows we have a great relationship and wanted me to know what was going on with him academically. Since I know his academic situation now, I can proactively reach out to him, as he may need an updated program plan.
What issues are rising to the forefront, as more learners come online, or as they begin moving beyond the pandemic?
Some continuing issues are even bigger — for example, time management. We're always offering advice to help learners stay organized, set aside a dedicated study space, or use a physical or digital planner. And some students who’ve been out of school for awhile struggle with the technology. We’re there to provide resources, including a 24-hour tech support, live chat, and a writing center. So they always have what they need.
One issue I’m anticipating: helping nursing students find a clinical rotation. With COVID-19, many sites weren’t accepting students in person. Now, I suspect, there will be an overflow that we’ll all have to carefully manage together.