Meeting Students Where They Are

Worcester State’s Early Support Program is redefining student success.

By Lexi Jones

For most students, college means juggling coursework with jobs, family obligations, and financial pressures. There are expectations to be self-directed and organized in new ways that they may not have learned in high school or at home. First-generation students may be alone as they navigate unfamiliar processes like academic deadlines, registration and financial aid. For some, any number of personal problems or health issues might be a hindrance to their academic success. These challenges are not new in the higher education landscape—every generation of college students shares these experiences in some way.

What is new are the ways that universities like Worcester State are approaching student success: A cultural shift is underway at the university, with outside-the-box thinking and plenty of data about why students may stumble in their educational journey and what the university can do to remove barriers and support them. The work is critically important to retention and enrollment, as students are increasingly asking about what universities can do to support them and ensure they are set up for success. 

Through the Early Support Program, Worcester State is now reimagining the ways it supports students, where and when they need it most. The program brings together faculty, staff, and student services to identify students who may be struggling—academically, personally, or financially—with the goal of connecting them to campus resources intended to help them overcome those challenges.

“Early Support allows us to meet students where they are,” said Dr. Thomas Kelley, director of Retention. “It’s about creating a safety net that catches students early, connects them to the right resources, and lets them know they’re not alone.”

How It Works

The idea behind Early Support is simple: when students show signs of struggle, the university steps in early, before small problems have the chance to snowball into full-blown crises.

For example, if a faculty member notices a student is failing to show up for class or turn in assignments, they then alert a cross-campus network of professionals from Academic Advising, the Academic Success Center, Counseling Services, Financial Aid, and other offices. Together, they coordinate outreach and guide each student to the most relevant resources.

“My team works with students all day long,” said Tammy Tebo, assistant dean of Academic Services. “Being able to see what’s going on in the classroom without requesting updates from the faculty member is really important. We’re able to reach out to the student, identify what the real issue is, come up with a plan, and execute it.”

While Early Support centers on the individual student, the program is also a cornerstone of Worcester State’s enrollment strategy, a recognition that student success and institutional success are inseparable.

“Retention isn’t just about keeping students enrolled; it’s about helping them thrive,” said Dr. Ryan Forsythe, vice president for Enrollment Management. “Every student who persists from one semester to the next until they graduate represents a success story for the student and for the institution. Programs like Early Support make those stories possible.”

Forsythe added that in the post-pandemic era, students are facing more mental health and financial challenges than ever. And they are actively seeking a college experience that takes a holistic approach to their education and well-being. “They’re asking, ‘Will this college support me academically, financially, mentally?’ That’s where Early Support gives students a real advantage.”

Building a Culture of Care

This commitment to proactive student outreach is the product of more than a decade of collaboration. The university launched its first “Early Alert” system in 2012. The referral tool allowed faculty to flag students in need of support. What began as a small pilot, however, has since evolved into a comprehensive, data-informed model that now serves hundreds of students each semester.

“Ten years ago, you would’ve found tutoring and accessibility services in different places,” said Forsythe. “Now those are part of an integrated system of support. Early Support connects all those pieces.”

As part of this work, the university has also established a Care Team, a collaborative group of personnel with expertise in academic affairs, enrollment management, and student affairs. This team works in tandem with Early Support to coordinate outreach for students who may be in distress.

“Maybe a student would benefit from counseling, or financial advice, or academic coaching,” Forsythe continued. “All of those services are connected in a way that ensures the holistic support that exists here is actually applied to students who need it.”

Kelley emphasized that Early Support’s success depends on campus-wide participation. “Faculty work most closely with students on a day-to-day basis,” he said. “They’re often the first to notice when something’s off.” Indeed, this shared responsibility is what makes the program sustainable. “It’s about building a culture where care isn’t just the job of Student Affairs or Advising – it’s everyone’s job.” 

The personal impact of this culture is clear to those who interact with students every day. “Students often say, ‘I didn’t think anyone noticed,’” said Tebo. “That one conversation can make them feel seen, and that’s when we start to see them re-engage.”

Faculty are buying in too. “It takes a village to help students succeed,” said Dr. Lisa Wark, a professor in the Business Administration and Economics Department. “No matter how many emails I send, it’s nice to have others help me. Early Support helps me do my job better.”

For some students, even a small acknowledgment makes a big difference. Through Early Support, professors can send students a “kudos” to let them know they’re doing a good job. One student told Professor Wark, “When you sent me a kudos, it was the first time anyone told me I was doing well.” As Wark put it, “It’s the grown-up version of getting a gold star.”

The Future of Student Success

As the program continues to evolve, the Early Support team is exploring new ways to expand its reach and measure long-term impact. Plans include closer collaboration with first-year experience programs, increased faculty training, and deeper integration with data dashboards that help identify at-risk students. 

Forsythe said the university also plans to build on the momentum generated by state investments, like the Massachusetts State University SUCCESS Fund, which has supported several student retention initiatives. “If we receive additional funding, we’ll expand case management and proactive advising,” he said. “One way we retain more students is by proactively investing in the services we provide.”

More than strategy, that investment represents a reflection of Worcester State’s values, according to Kelley. “Our students are incredibly resilient,” he said. “Many are balancing so much outside the classroom, and they still show up. Early Support is our way of showing up for them.”