Progress Reports - Cases
During the Progress Report process, instructors are asked to provided feedback about student performance in their course. Instructors raise Alerts as a way to inform a student's Success Team of their concern. This also allows a trained Student Navigator to reach out to offer support or provide resources. When necessary, the Student Navigator will refer to an academic advisor, tutor or other support and set up an appointment.
KU sends requests for instructor feedback during weeks 2-4 and 7-10 for the fall and spring semesters. NOTE: All first-window Cases will be closed prior to the second window opening.
Student Navigator Expectations
KU Student Navigators are expected to complete the following tasks to assist with student Cases:
- Be aware of instructor feedback periods each semester.
- Review of open Cases daily or routinely to help manage load and address instructor’s concerns earlier so that students have a better chance of successfully completing the course.
- Reach out to student within 2 weeks of Case opening.
- Reach out to students a minimum of 6 times using phone, texts, or email before closing a Case.
- Use empathy, compassion and understanding when engaging with students.
- Follow defined workflow and manage referrals.
- Refer students to assigned Academic Advisor when needed.
- Provide personal experiences, guidance, resources and referrals as appropriate.
Advisor Expectations
- Be aware of instructor feedback periods each semester.
- Be aware of any Alerts or open Cases for students you meet with, especially those referred by Student Navigators to help address instructor’s concerns early so that students have a better chance of successfully completing the course.
- Add comments to Case workflow when a Case is assigned to you.
- Close the loop when a Case is resolved. If two attempts for outreach are made without any response, the Cases can be closed. When the Case is closed, the instructor is informed of the outcome.
- Ideally, aim to have all of the Cases opened during the first window (week 2-4 of the semester) solved or closed by the beginning of the second window (week 7-10).
- Close all open Cases no later than 30 days after the end of each semester.
Proven Practices
When students have multiple advisors, it is completely acceptable for each to reach out to show concern or offer support related to the student’s major or program. It is better for the student to receive multiple contacts rather than no contact at all. If you want to avoid duplicate outreach, however, using the Case Owner feature can be helpful. (See more below.)
Viewing & Managing Cases
There are two ways to view and manage Cases in Jayhawk GPS: through the Student Profile or the Cases page. Selecting the 'My Students Only' box at the top of the Cases table will limit results to advisors' assignees only.
Cases Page
An advisor can view and manage all open and closed Cases by selecting the “Cases” icon from the left-hand menu to navigate to the Cases page.
The Cases page is a streamlined view where users can access and search all Cases they have permission to view in one place. The list or queue includes all open Cases. By using the filters across the top of the page or checking the ‘My Students Only’ box, the advisor can easily access Cases assigned to only their students.
To manage any Case from this list, advisors can select 'Manage Case'.
Actions completed from the Case dialogue box include the following:
Select this option to add a comment to the Case record.
NOTE: All notes should be recorded in the Comments area of that specific Alert/Case, not in the general Notes function within Jayhawk GPS; otherwise, the comment will not be tied to the specific Alert, preventing the advisor from being able to follow up easily with the instructor who raised the initial concern.
Close Case is also referred to as "Close the Loop." When a Case should be closed, select this option. You will be prompted to assign an outcome to the Case and briefly add comments to provide context to closing the Case. The instructor will then be notified that the Case has been closed. See the screenshot below for the list of possible outcomes.
Select this option to add a comment to the Case record.
NOTE: All notes should be recorded in the Comments area of that specific Alert/Case, not in the general Notes function within Jayhawk GPS; otherwise, the comment will not be tied to the specific Alert, preventing the advisor from being able to follow up easily with the instructor who raised the initial concern.
Close Case is also referred to as "Close the Loop." When a Case should be closed, select this option. You will be prompted to assign an outcome to the Case and briefly add comments to provide context to closing the Case. The instructor will then be notified that the Case has been closed. See the screenshot below for the list of possible outcomes.
Follow-Up with Instructors
In order to encourage instructors to continue submitting feedback, concerns, and progress reports, we need to communicate the outreach we're completing. This is best done by "Closing the Case," which will let the instructor know that someone has been reaching out to help the student, and this will reinforce for the instructors the value of submitting feedback when requested.
Student Profile
To view and manage Cases on the Student Profile in Jayhawk GPS, navigate to that student. On the right side of the profile, the total number of staff Alerts for that student is listed at the top right, which includes all Alerts, Cases, and Progress Reports. When the dropdown arrow is selected, the count is displayed next to each item.
Because the total count includes all Alerts, Cases, and Progress Reports, you may find duplicate information. For example, if one Progress Report issues one Alert, which in turn opens a Case, the total count will be three to include each of those actions, even though they all originated from the same Progress Report. Be mindful of what the total count means when using that information to inform student interactions or follow-up.
To view additional information about the Open Cases, either click directly on the “Open Case” hyperlink from the total count or navigate to the “History” tab of the student profile.
History Tab
On the History tab in Jayhawk GPS, you can view all open and closed Cases for the student, either in the Cases section or within the History feed.
Viewing All Cases for a Student
If you are viewing the History feed but would instead like to view all Cases together, select the dropdown menu at the top of the History feed, and choose “Cases for [Student’s Name].” This will only show the Cases section view.
With the proper permissions, you can also manage the Case from this section by selecting “Manage Case.”
Case Notifications
Depending on current configurations, the Case assignee/owner or original Alert issuer may receive notifications about the Case opening and closing. This can be changed from term to term depending on approved workflow. If you have questions about what notification emails are being sent for KU's Alert Reasons and which Alerts open a Case, please refer to the Progress Reports – Alert Reasons Rubric or email jayhawkgps@ku.edu.
Case Assignee
When a Case is opened, a notification can be sent as part of the workflow to those X identified
Case Owner
When multiple advisors are assigned to a Case, an individual advisor can take ownership of the Case by navigating to the Manage Case area and selecting themselves as the Case Owner.
Original Alert Issuer
When the Case is closed, a message is sent to the instructor who issued the Alert, notifying them that the Case has been closed. Please note, the Case Closed Reason, Comments, and the name of the individual who closed the Case will not be displayed. To share Case information with the instructor, email or call the instructor directly.