Comprehensive and personal counseling does not need to be compromised even when dependent on high tech delivery systems. Susan Winterbourne discusses the ingredients of a successful program and provides some practical tips to insure student friendly sessions. She goes Beyond Customer Service when providing information and support for her students.

As we are all aware, the world is rapidly changing and technology is playing an increasingly significant role in education today. While this is an exhilarating time for many, others may be confused, overwhelmed, and longing to return to “simpler times”.

What hasn’t changed, however, is our clear focus on providing comprehensive and personal counseling services for our students. It is still crucial to assist with the matriculation process, being careful to maintain accurate tracking documentation. What is different is the manner in which the services are rendered.

It appears that the provision of counseling student services has lagged behind the delivery of distance learning education. There are an increasing number of online courses being offered, but are the support services keeping pace?

As a West African Proverb states, “Before proceeding, one must reach”. I feel that we are on the cusp of a movement to provide quality counseling models with easy access for distance learning and regular students. There exists an exceptional opportunity, as well as a great need, to create efficient, well-developed, creative, and student-friendly programs.

The majority of the students I currently counsel are active duty, reserve, or veteran military. Most are distance learners, many stationed in other states and some in other countries. These students have an abundance of technical expertise and training, but little knowledge of the higher education process. A counselor fills the critical role of bridging that gap. My services include a multitude of technological delivery methods, such as telephone, e-mail, Internet, fax, computer database, and videoconferencing. I also do one-on-one counseling in my office and visit military bases for educational fairs and do group and/or individual counseling.

In working with the military or other diverse student populations, it is helpful to be familiar and knowledgeable about the culture. For example, I have learned the military alphabet and frequently give our website address incorporating that information. A broad knowledge base pertaining to military job descriptions, tuition assistance, values, and goals, etc. are all important in providing exceptional student services.

During Coastline’s 2001-2002 academic year, approximately 5,000 students were enrolled in our NC PACE program for sailors at sea and 400 in our on-shore military program. In counseling these students, I have received many positive comments about our program, including appreciation for the comprehensive and helpful counseling services. In turn, their enthusiasm has generated referrals for other students.

The type of work that I do is personally rewarding on several levels. First of all, it is a privilege to assist our military students in obtaining their AA Degrees. Traditionally, it has been more difficult for the military to earn college degrees due to the unpredictable nature of their jobs. Now, through distance learning and a variety of counseling delivery methods, they can be supported in reaching their educational goals. At Coastline, we offer an excellent program that grants rate-related degrees and offers extensive credit for military training and experience.

Secondly, it is very exciting to be in “on the ground floor” in the development of a counseling program tailored for distance learners. As stated by Albert Einstein, “Imagination is more important than knowledge”, and fortunately, Coastline College has a long tradition of supporting innovative and creative concepts and facilitating their implementation. In making broad changes in student services, it is extremely important to collaborate with other departments, faculty, and staff, employing mutual respect and shared governance. The counseling faculty has played an integral part in supporting our military counseling program, incorporating it into the regular counseling system, and providing valuable input and feedback.

A counseling session typically begins when a student makes the initial contact by phone or e-mail. If the questions are brief, they are handled at that time. If the student requires more information, an in-depth counseling appointment will be set up.

During an in-depth phone counseling session, a rapport is first established with the student. It is helpful to offer a few personal words of connection to develop an effective counseling relationship (i.e., “How’s the weather back there?”). Using technology can be impersonal and it is important to introduce a personal touch to the counseling session. I find that a friendly, upbeat tone encourages students and reduces their anxiety. They feel more comfortable asking questions if the counselor creates a “welcoming” atmosphere.

Next, the educational planning process is facilitated. Information is gathered from the student including personal statistics such as name, address, phone number, student number, major, educational goals, etc. The counselor then provides information regarding degree and course requirements, evaluation of credits, registration process, transfer information, assessments, resources, referrals, etc. Follow-up counseling is given, as appropriate.

It has been extremely helpful to have a comprehensive, information-rich, and well organized website (http://mil.ccc.cccd.edu). Our main college site contains valuable information as well (http://coastline.ccc.cccd.edu). The website is a constant source of referral for students seeking additional information. I’ve found it necessary for me as counselor to become well acquainted with the various links and their location within the site in order to connect a counseling session with the information presented online. I see resources as being an integral part of the counseling process and the website as an extension of that process. Periodically, I offer additional information and/or suggestions for the site.

The website can provide reinforcement and expansion of the learning that takes place during the counseling appointment. Oftentimes, I will have a student access the website during our counseling session and we will go over the information together. At the beginning of a phone contact with a student, I make it a point to ask if he or she has visited our site and then proceed explain the variety of information it contains. In addition, I may pull up student’s records while conducting a telephone counseling appointment.

In my experience in counseling community college students, I have found that many of the students are overwhelmed with the matriculation process and the paperwork. Often, they don’t even know what questions to ask. I have found it helpful to: 1) Normalize their feelings (i.e., “Most students are overwhelmed in the beginning”) and 2) Present an overview of the process in a logical sequence so that they can begin to understand what is involved in obtaining an AA degree. I feel that it is crucial in distance counseling that information is conveyed in a well-organized, simple, and efficient manner, due to the limitations of the technological delivery of counseling sessions.

I like Sophocles quote, “One must learn by doing the thing; though you think you know it, you can’t be certain until you try”. Conducting virtual counseling sessions requires a certain amount of courage, vision, and comfort with technology. These qualities are transmitted to distance learners, many of whom require encouragement and support in utilizing this unique and often daunting education delivery system.

E-mail is such a quick and effective method of correspondence; it is ideal for communication with students. I often forward information to students via e-mail, including electronic brochures, course requirements, web page information, etc. It is helpful to save e-mail correspondence in a file on my hard drive, rather than on the server. This prevents my account from filling up and preventing student access. It is also is an efficient way of maintaining student records, with easy access if necessary.

E-mail communications should be well organized, easy to understand, and presented with a logical sequence of ideas. Of course, they should be edited and spell-checked for accuracy and correct English usage before transmittal.

I have set up an “Automatic Response” to each e-mail that details general information such as our website address, etc. In addition, when I plan on being gone from my office for periods of time, I leave an e-mail “Vacation Message” stating when I will return, whom to contact for immediate assistance, explaining that I will be checking my e-mail periodically.

I track each student contact, including e-mail, listing date, name, purpose, and category. For in-depth counseling appointments, I complete the identical paperwork that is required for all Coastline students. This includes a “Student Educational Plan” and “Student Academic Worksheet”. After the session, a copy is sent to the student, another is kept in the files, and the original is forwarded to our data processing clerk for entry into the records system.

I utilize fax for receiving copies of student transcripts for evaluation as well as other information. Occasionally, I send information via fax to students.

Videoconferencing is a form of technology used for student counseling sessions. A contact is initially made through a special telephone line. A live image of the student is then projected onto a special screen and the counselor’s image is shown on the student’s screen (currently available at selected locations). Voices are generated and the counseling session begins.

Appropriate equipment and placement of resources is essential. I use a quality telephone headset, which leaves both hands free to complete paperwork and access resources. The quality of the voice transmission is superior to that of a speakerphone. I have all of my materials and resources organized and immediately accessible in a vertical organizer on my desk, very helpful for phone appointments. Caller ID is a useful phone feature when doing phone counseling, permitting interruptions as appropriate. An ergonomic office space assists in supplying a stress-free physical environment, as periods of time are spent concentrating on computer and phone-related activities.

As approximately 99% of the students I counsel express an interest in transferring to a four-year college or university, Coastline’s Articulation Officer and I continue to develop military-friendly articulation agreements. I encourage students to pursue advanced degrees and provide them with information regarding transfer requirements and course selection.

Confidentiality plays a significant role in online counseling in the community colleges. The computer I use is password-protected and is not accessible by others. Coastline has plans to utilize encryption technology to protect student information and maintain confidentiality. When sending e-mails, it is important to provide only appropriate information. A counselor may request student numbers via phone; social security numbers are confidential and should not be requested. As student records are confidential, it is essential to provide measures to maintain security.

As a counselor, I feel that ethically I am responsible for providing additional access to information if I’m unavailable (i.e., phone message stating, “Press O if you wish immediate assistance”). A timely response time to student communications is expected, whether phone, e-mail, or fax.

The development of our online counseling system has, and will continue to be, an ongoing process. It is constantly being refined and improved, allowing for more efficiency, adding new information and technological support. I envision layers being built upon layers, similar to a pyramid. The first layer consists of the foundation and additional layers are added periodically to enhance and strengthen the original structure.

A quote by Thomas Jefferson, “I like the dreams of the future better than the history of the past” seems appropriate when envisioning the possibilities of technology in counseling. In order to serve our students better and due to the rapidly increasing number of students in our military program and the overwhelming success of our outreach program, it can be a challenge to effectively serve students. Therefore, at Coastline, we are planning to implement the following, continuing to digitalize and virtualize the counseling process:

1. Online format where students can make appointments with a counselor and complete required data
   
2. Counselor’s page displaying pertinent and up-to-date information
   
3. Online counselor’s chat room
   
4. Online orientation for military students
   
5. Comparison chart displaying transfer information from colleges with military-friendly articulation agreements with Coastline
   
6. Real time videoconferencing opportunities for all students.

The goals and values involved in producing a successful student services distance learning counseling program are the same as for the general counseling program; only the method of delivery is different. The focus remains on the concepts that make a successful counseling experience, with an awareness and openness to our constantly changing technological world. It is exciting and challenging to be able to provide such needed services in today’s educational system and to continue to encourage students to achieve their best and be their best. As an anonymous quote states, “Tomorrow belongs to those who have vision today”.

American Counseling Association, “ACA Code of Ethics & Standards of Practice”, October 1999, Ethical Standards for Internet On-line Counseling.

American Counseling Association Online
http://www.counseling.org

Counselor, Military Program

Coastline Community College