Student Life On-Call Team

The Student Life On-Call Team exists to help remove barriers for students so that they can be successful. Students' issues range from the very simple to the very complex, but each situation is deeply important to the student when they call. In addition to calls from students, the team also fields calls from family members, advisers, faculty, staff, and others. Additionally, the team takes calls for consultation that are not directly attributable to a student from faculty, staff, advisers, family members, and students themselves. 

A team of nine Student Life professionals rotate being "on call" between the hours of 9 am and 4 pm on weekdays. Contact is typically made by phone and calls are answered as soon as possible after the call is received. Team members assist the callers by listening generously, asking clarifying questions and making referrals to the campus and community resources best suited to the callers' needs. 

The Student Life On-Call team took 290 calls for student assistance from students, advisers, faculty, staff and family members. Some calls included more than one issue. 

Incident Type Count Incident Type Count
Academic Issues 32 Assist with Process 63
Family Situation 38 Hospitalization 22
Illness 25 Injury 24
Other Health Related 15 Parent Concern 48
Faculty/Staff Concern 41 Self harm or suicidal ideation 10
Other 12

The Student Life On-Call team also took 284 calls for consultation that were not attributable to a specific student. 

Type Count
Advisors 55
Faculty 56
Staff 11
Family Member 89
Student 49
Other 24
Student Care Team

The Student Care Team, during its weekly meetings during Fall, Winter and Spring terms discussed 121 student cases in the course of the academic year. Of those, 73% of them were long-term and complex, necessitating conversation over the course of several weeks. 13% of the cases were on the agenda for between five and nineteen weeks.

Additionally, the SCT addressed many campus issues, typically over the course of several weeks. Examples of those issues are: 

  • Alleged bias incident, bike thefts, briefing on investigations, Public Safety / OSP report on trends/issues, and timely warning on suspicious person. 
  • Battle of Bands / Flat Tail Festival, Humans vs. Zombies, Shasta, and Undie Run.

2011-12 Student Life On-Call Student Survey: 100 randomly selected students were surveyed about their experience with obtaining assistance, with 34 responses.Yes: 34 (100%)

  • Was your call handled within one business day?
    • Yes: 34 (100%)
    • No: 0
  • How helpful was the information you received in resolving your situation?
    • Very: 30 (88%)
    • Somewhat: 4 (12%)
    • Not at All: 0
  • Did you look for answers to your questions online?
    • Yes: 16 (47%)
    • No: 18 (53%)
  • If you did look for answers to your questions online, how useful was that?
    • Very: 1 (6%)
    • Somewhat: 7 (41%)
    • Not at All: 9 (53%)
  • Please provide any other information about your student assistance experience that you would like us to know.
    • I was such a mess when I called. The person I talked to helped me get to CAPS and my advisor. Things are much better now!
    • I ended up withdrawing but I was able to do it with dignity. I will be back.
    • I wish I had called earlier. The solution was way easier than I expected.
    • When the person who helped me found out I had a child she told me about the child care subsidy and connected me with Stephanie. That made my life so much easier! 
    • My mom died during finals week. I was ready to quit. The person I talked with helped me with so much more than I thought I needed. She got me to CAPS. She got me to academic counseling and my adviser. Now I have an academic coach and I am healing from my loss. I don't think I could have made it without this help.
    • My person helped me figure out the questions and who to ask them of. I would have never figured it out and probably would have quit school.

2011-12 Student Life On-Call Family Member Survey: 25 randomly selected family members were surveyed about their experience with obtaining assistance, with 15 responses

  • Was your call handled within one business day?
    Yes: 15 (100%)
    • No: 0
  • How helpful was the information you received in resolving your situation?
    • Very: 15 (100%)
    • Somewhat: 0
    • Not at All: 0
  • Did you look for answers to your questions online?
    • Yes: 11 (73%)
    • No: 4 (27%)
  • If you did look for answers to your questions online, how useful was that?
    • Very: 1 (9%)
    • Somewhat: 7 (64%)
    • Not at All: 3 (27%)
  • Please provide any other information about your student assistance experience that you would like us to know.
    • My son was really floundering. We got the connections we needed and he got a 3.7 gpa spring term.
    • My husband died in 2011. My son was devastated and needed to come home from school fall term. He got such kind and gentle care and is much better. He returned winter term. I will be forever grateful.
    • My daughter fell ill winter term. I got help in the short term and then your staff worked with her to figure out what she needed to do.
    • I wish this service existed at my other son's school!
    • My student was critically injured. He and I got all our questions answered and felt very cared for. Thank you.
    • I would not have known what to look for online. The person I talked to was so helpful and very kind.