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 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 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).

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.

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.

Manage Case details - student name, reason, outcome selection

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.”

Need Help with Jayhawk GPS?
Faculty and staff can submit a ticket or find resources in the Academic Success Client Portal and Knowledge Base.