Responding to Students of Concern

Best Practices for Behavioral Intervention Teams

Topics: Student Affairs, Student Health and Wellness, Mental Health and Counseling, Student Health Centers, Alcohol and Drug Use, Student Experience, Special Populations, Academic Support Programs

Practice #3: Central Point of Contact

“All Roads Lead to Rome”

Best Practice Approach: All Referrals Funneled to a Central Location

The Forum’s analysis demonstrates how best practice institutions create a one-stop shop for a variety of referral channels. Research contacts revealed different patterns of channel usage with no real consistency across institutions. Given the variability of referrer preferences, the Forum suggests that BITs maintain multiple channels that all feed into the team’s designated point of contact.

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Creating a One-Stop Referral Portal

The University of Akron’s CARE Team Website

The Forum’s analysis reveals that The University of Akron has developed a best-in-class referral portal. The Care Team’s online portal contains information about the team and their process as well as a prominent button for the online referral form.

Recognizing that some people are skeptical about online forms, the portal also includes the names, pictures, and phone numbers for the team’s co-chairs. This tactic puts a face on the referral system and reassures people the information is going to real people and not ending up unread in a random database.

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A Catch-all for Faculty Concerns

Web Referrals Predominate, Phone Referrals Serve Niche Segment

Currently, Akron’s Care Team receives approximately 80% of referrals via their web form. In order to boost that number even higher and increase community awareness, the team is prominently featuring the web portal in training presentations and outreach materials.

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Branding One-Stop Referrals

Practice #4: Post-Referral Communication