To accomplish the objective above, Swim worked with university leadership and the identified stakeholders for the work ahead. In partnership with stakeholders, Swim analyzed current processes through “Mock-Sessions”, Deep Dives, and Secret Student Experience services. This engagement included all departments that engage the students outside of the classroom to include: admissions, registrar, student life, advising, and financial aid. From these fact finding sessions, Swim worked with stakeholders to develop the path forward.
To create a cohesive process and singular voice, Swim proposed the implementation of the following for Morgan State:
SOCIAL MEDIA TAKEOVER
The creation of an onboarding communication plan that directs students to Bear Essentials for commonly asked questions. It also directed students to the necessary departments for critical needs such as payment plan development, housing appointments, and faculty advising.
The primary indicator that helped Morgan State realize that Swim was needed was the number of complaints to the call center and executive staff. This was significantly decreased within 6 months of the implementation. Additionally, students had less need to call for assistance and guidance due to the improved clarity of communications and next steps.