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

A Personal Touch at Harper College

Email and Phone Follow-Up Expands the Referral Conversation

While an auto-reply message is a quick and efficient way to acknowledge referrals, some institutions prefer to send a personal email or call the referrer after the concern is submitted. At Harper College, an auto-reply email is immediately sent to every referrer. By the end of the next business day, an administrator will also send the referrer a personalized email that either collects more information or sets up time to speak.

Interviewees at Harper report that this approach allows administrators to gather necessary information on low-priority cases without devoting too much time to follow-up. It also gives them the flexibility to dive deeper into high-priority cases and obtain valuable information through additional conversations. Overall, their approach creates a connection with the referrer, establishing a channel for further communication and consultation.

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Providing Instant Feedback

Sustaining Engagement Beyond the Referral