SLA: Student Central & College and Community Outreach 

Department: College and Community Outreach
Director: Heather Griner
Initial Meeting Date: December, 2024

Purpose

This agreement outlines how Student Central will support student inquiries related to College and Community Outreach Services. It establishes a framework for service delivery and the development of training resources to ensure Student Central staff provide accurate and up-to-date information.

Responsibilities

Student Central Staff will:

• Identify students in need of non-academic support and make appropriate referrals.
• Use the CCBC website and Success Navigator flyer as primary resources for information.
• Direct students to schedule an appointment with a Student Success Navigator via the link located on the CCBC Success Navigator webpage.
• Submit a CCBC CARE & Outreach Form (accessible via the yellow hand icon on desktops) for virtual referrals.
• Distinguish between emergency situations requiring immediate intervention and cases appropriate for Navigator support.

Student Central Service Availability 

Performance Metrics & Targets

• First Contact Resolution (FCR): 50% of inquiries addressed at initial interaction.
• Response Time: Virtual referrals through the CARE Form addressed within 24 hours.

We are using the FAQs to create a training resource because they represent the most common student inquiries regarding College and Community Outreach Services. By structuring training around these FAQs, we ensure that Student Central staff are well-prepared to provide accurate, consistent, and timely responses.

Departmental Frequently Asked Questions (FAQs)

Success Navigators

1. What is the role of a Student Success Navigator?
   • Student Success Navigators provide holistic support to students by addressing non-academic barriers that may affect their success. They assess a student’s overall situation, identify challenges, and provide targeted interventions to help them stay on track.
2. What services do Student Success Navigators provide?
   • Student Success Navigators help address housing instability, food insecurity, and financial hardships by connecting students with community resources such as emergency housing, food programs, utility relief, and loan assistance. They can also connect students with online mental health services, wellness programs, or off-campus clinical counseling. Additionally, they are available to listen and provide support.
3. When should I (Student Central Specialist) refer a student to a Student Success Navigator?
   • A referral is appropriate when a student faces:
     1. Food insecurity.
     2. Housing instability.
     3. Uninsured or under-insured medical or mental health needs.
     4. Financial difficulties, such as utility disconnections or lack of essential school supplies.
4. How do I (Student Central Specialist) differentiate between an emergency and a situation appropriate for a Student Success Navigator?
   • Emergencies (e.g., immediate safety concerns, medical crises): Call 911.Non-urgent but critical needs (e.g., financial hardships, housing concerns, food access): Refer to a Student Success Navigator.
5. How do I (Student Central Specialist) refer a student to see a Student Success Navigator?
   • To refer a student who may need assistance, you can fill out the Care and Concern form, accessible via the yellow hand icon on the desktop of campus computers.
6. How can I (Student) contact a Success Navigator?
   • You can schedule an appointment with a Success Navigator through CCBC's Success Navigators page. Each campus has designated Navigators with specific contact information available on the website.

Referral Pathway & Protocols

If service expectations are not met, issues should be escalated as follows:

1. Level 1: Student Central Specialist → Initial resolution attempt.
2. Level 2: Appropriate SAS Subject Matter Expert (SME) → Formal review and resolution.

Indicators for Referral:

• Food insecurity
• Housing instability
• Uninsured or under-insured students needing clinical counseling
• Financial difficulties, such as utility disconnections or lack of school supplies

Emergency vs. Navigator Assistance:

• Emergency situations: Direct to 911 or campus security.
• Non-urgent support: Refer to a Student Success Navigator for assessment and intervention.

Key Takeaways

1. Recognize When to Refer Students
   1. Students experiencing food insecurity, housing instability, financial hardship, or lack of access to transportation or school supplies (e.g., books, laptops).
   2. Students needing clinical counseling but are uninsured or under-insured.
2. How to Refer Students
   1. Direct students to schedule an appointment via SARS·GRID.
   2. Staff can submit a CCBC CARE & Outreach Form (yellow hand icon on desktop) for a response within 24 hours.

SLA Review & Continuous Improvement

This SLA will be reviewed annually to ensure alignment with student needs and institutional policies. Feedback from students and staff will inform ongoing improvements to service delivery.

Approving Stakeholders

Director of Student Central Campus Services: Donesha Nazeer, 4/2025
Director of Student Central Virtual Services:
Director of College & Community Outreach Services: Heather Griner, 4/2025