The role of an SSA

Student success is at the heart of everything we do: Sarah, one of our long-standing Student Success Advisors, shares her insight into her responsibilities and the importance of her role to the business.

What are your key responsibilities?

My role is to support a student from the beginning of their first unit until graduation. I reach out to students and ensure they are on task for their assignments, that they are logging in and managing the work and to support a student who might be struggling. I like to think of my role as being a ‘one stop shop’ for students with non-academic questions about their course including textbook enquires to taking holidays.

What kind of skills do you need for your role?

I think a desire to really help people is essential. You have to be a great listener and have a natural empathy for people. It’s not just about telling students to get their assignments completed on time –  you need to be able to deal with the unexpected and calmly advise in the best interests of the students. Interpersonal skills are important, along with the ability to think quickly on the spot, as each student is in a completely different situation. Emotional intelligence is important, too. Sometimes if a student is struggling, you have to be able to look for those signs that might help get to the core of the problem. That means being able to have really honest conversations with students.

Why is your role important at Keypath?

It’s my responsibility to keep the students on top of and engaged with their study. Because we are working with the students throughout their entire degree, we can provide direct feedback to the marketing, instructional design and admissions teams to help them improve their knowledge and understanding of the student experience. We gain important insight into the student lifecycle and we hear it directly from the students themselves – and that is key for the entire business.

What do you enjoy most about your role?

It’s an incredibly rewarding role! I like being a part of change and we’re always evolving our offering to students to meet their needs. I love being a part of that ongoing development to ensure we continue to be leaders in the online education space.