Support Services Report: WGU
Lisa Smith
Liberty University
EDUC758: Teaching the College Student
Dr. Ester Warren
June 28, 2024
Reflective Analysis
For this task, I have chosen to investigate Western Governors University. WGU is a virtual
powered educational institution that offers bachelor's and master's degrees tailored to the
needs of employed individuals, enabling them to conveniently pursue higher education without
disrupting their busy schedules. Higher education in the U.S. is promoted as an essential part of
achieving the American dream of financial stability. Promising more prosperity through
educational attainment, Americans have flocked to universities in unprecedented numbers. As a
competency-based university, it is presumed that there is limited interaction among students,
classmates, and instructors. Ultimately, this can discourage some adult learners who are uneasy
about the prospect of not receiving the appropriate support. The workload (university and paid
employment), learning environment (including people), and physical environment all influence
the transition into higher education and the formation of sentiments related to belonging
among students (Bates et al., 2017). Nevertheless, WGU demonstrates its commitment to
providing support to its students by offering an array of resources aimed at facilitating student
success. Observing my disabled cousin’s enrollment at this university has allowed me to witness
the university's diligent efforts in promoting inclusiveness and supporting the academic success
of all students.
Selection Rationale
During my employment tenure, I served as a Student Coordinator at Kaplan University,
which has since been renamed Purdue University. Within the department that I worked in, we
directly engaged with online undergraduate students, admissions advisors, and occasionally
financial aid representatives. My primary duties involved verifying students' enrollment into the
appropriate program, promptly submitting all required paperwork before the specified
deadlines, and guiding new students through their first semester as their go to support. This
role provided me with the chance to understand the requirements of an inexperienced
undergraduate student enrolled in a higher-education institution. Through this experience, I
learned the understanding that students, particularly entering freshmen, often feel the need to
familiarize themselves with the available support resources and their peers. By engaging in such
activities, individuals can connect with like-minded individuals and establish a social network
that will facilitate their adjustment to the new college-level environment.
WGU provides a wide range of assistance to its students, including academic support
and paths for professional development. The university is completely committed to presenting
students with necessary resources to advance their professional pathways. The primary goal of
these programs is to equip students with every tool they need to advance in their preferred
profession. The resources offered includes but are not limited to counseling and wellbeing
services, a dedicated academic coaching center where students develop critical thinking skills,
and opportunities for career or professional development via self-sufficient support via the
Handshake platform, which grants students access to employment opportunities in their desired
fields. Platforms such as MindEdge, LinkedIn, and Skillport provide students with access to
professional modules and information that aid in the understanding of standard business
procedures and methods (WGU, 2024).
An evident illustration of this can be seen by the commitment of the institution to assign
a Course Instructor to each student each course and a dedicated Program Mentor (possibly a
WGU graduate) to each enrolled student. The Course Instructors follows the students’ progress
in the courses and offers their support and resources outside the course that helps the students
build confidence and complete courses in a timely manner. The Program Mentor offers
personalized supervision throughout the student's academic journey communicating with the
student on a weekly basis by telephone to ensure continued progress. Furthermore, Program
Mentors assist students in creating a comprehensive course schedule for each academic period,
comprehending the university's rules and regulations, and maintaining motivation with progress
towards the attainment of their degrees. The mentoring program at WGU is efficient since it is
customized to cater to the unique needs and scheduling of each student. The mentors are really
dedicated to ensuring the success of the students. Graduated students have expressed how
their mentors aided them in identifying their goals, motivated them to persist through personal
obstacles, and acted as readily available supporters anytime they required encouragement
(WGU, 2023). Having such support is essential as there are times when expectations for the
courses don’t match the reality of the experience, competing priorities, and the fact that the
desire to attend university comes from other sources that are all possible reasons for
withdrawing from the course or entire program. Yet, several individuals may suggest that they
left a university prematurely in the first year, due to a lack of academic confidence, difficulties in
managing their time, and limited social participation (Meehan & Howells, 2018).
As an online student, I believe it is crucial to have access to an intensive support system.
Unfortunately, virtual students often encounter situations where they feel isolated. This can
provide an even greater challenge if the students are first-generation students, lacking a parent
who comprehends how to provide instruction or simply encouragement in a higher education
involvement. Based on my personal encounter, I tried to reach out to an academic advisor,
however, I did not obtain a response to my email or phone call. This left me feeling very
discouraged, as I was not fully retaining the information to complete an assignment. From my
perspective, it is essential to have the support and guidance of instructors and mentors
whenever possible during the pursuit of a degree. Failure to receive such encouragement can
significantly hinder the achievement of reaching educational goals. Unfortunately, in some
forms of delivery, students find it challenging to form a connection with a faculty member who
has the responsibility of assisting a significant number of students. It is also inevitable that
advisors occasionally have busy schedules, which might make it difficult to find chances to
interact with them. Through this research for this assignment, I have found that at WGU, their
focus is on facilitating the acquisition of the essential assistance needed to obtain a degree.
Professional Relevance
From a professional standpoint, I believe that an educational institution that offers such
support provides a distinct benefit to every student. WGU's ability to provide an inexpensive
degree to working adults offers them a significant advantage in terms of attracting and retaining
students until they graduate, leading to substantial development. For an educational institution,
comprehending a student's demands is highly valuable. While each student may have individual
requirements for achieving success, the presence of comprehensive resources that provide
support in all areas indicates that the administrators are prioritizing strategic planning to
improve graduation rates. The tools provided by WGU demonstrate a strong focus and
dedication among students. By being fixated on this matter, students inform their peers about
the favorable development provided by the institution. An illustration of this is demonstrated
through the school’s partnership with CompTIA, which provides certifications to Information
Technology to students who specialize in this field. These certificates hold significant value for
universities.
Impact on Student Audience
This assignment will benefit students of all higher educational levels. However, first time
students attending WGU will find that it is okay to trust their mentors and turn to them for
support and information that may be useful. This idea brings forth connections with being an
independent student developing creativity and innovation, which are two attributes that are
commonly referred to as critical attributes in these 21st-century skills. As part of any student’s
success, independent students attending a higher education institution virtually must determine
their general position as a student. This promises a developed position to understanding what is
expected and how to build the skills to be successful as a student. Generally, the process of
belonging requires a complex relationship of three factors: the environment, social interactions,
and intellectual traits, which, when combined, encourages students' feelings of closeness or
connection. This overall supports the dynamics that the more students learn and respect their
education, the more likely they are to stay and graduate (Meehan & Howells, 2018). Overall, the
audience of this report will understand the necessities of having supportive resources and
individuals that offer valued guidance and encouragement to overcome expected and
unexpected challenges.
References
Bates, E., Kaye, L., & McCann, J. J. (2017). A snapshot of the student experience: exploring
student satisfaction through the use of photographic elicitation. Journal of Further and Higher
Education, 43(3), 291–304. https://doi.org/10.1080/0309877x.2017.1359507
Meehan, C., & Howells, K. (2018). In search of the feeling of “belonging” in higher education:
undergraduate students transition into higher education. Journal of Further and Higher
Education, 43(10), 1376–1390. https://doi.org/10.1080/0309877x.2018.1490702
Western Governors University. (2020, September 15). WGU Program Mentors: The Secret to
Student Success. https://www.wgu.edu/blog/wgu-program-mentors-secret-
studentsuccess2009.html
Western Governors University. (2024). Learn About the Resources WGU Offers to Help Students
Thrive. https://www.wgu.edu/student-experience/student-resources.html
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