Online learners are most often working adults, juggling academic responsibilities with personal and professional obligations. The balancing act can be tough to manage, but it’s possible with the right support and guidance.
That’s where the Risepoint retention team comes in. Our student retention team works closely with students at our partner universities to ensure that the academic journey is as seamless as possible — so learners can spend more time building new skills and advancing in their careers, and less time stressing about how to fit things in.
Meet Nina Barbosa: Senior Student Retention Specialist at Risepoint and Master’s in Organizational Leadership student at Arkansas State University, one of the partner universities that she serves. Read as she shares what a day in her life looks like: balancing family life, studying at Arkansas State University, and working at Risepoint to support online learners from the moment they enroll in a program up until graduation day.
A day in Nina’s life as a senior student retention specialist
7:30am – 8:30am — Start my day with family
My husband and I start our day like most other parents, getting our children ready for a busy school day. We have three daughters and the youngest two are still in school. The dogs and I walk my youngest daughter to the bus stop every morning. My daughters are heavily involved with band, theater, and volleyball, so we’re usually very busy!
9:00am – 10:00am — Get organized by prioritizing student meetings
As a Senior Student Retention Specialist, I work closely with students at our partner universities to make sure they feel prepared and supported for their online learning journey.
As soon as I sit at my desk in the morning, I check my email to see if there are any student messages that should be escalated right away. Some students may need to be seen first if they have urgent issues, like problems with scheduling or a personal crisis, that could put them at risk of needing to leave their program.
This morning, a business student emailed concerns about an economics class. They’re returning to school for the first time in 20 years and aren’t as familiar with the material as they were during undergrad. I don’t want this student to feel like they’re alone just because they’re in an online learning environment, so I gave them a call to share resources offered at their university that they weren’t able to find on their own.
10:00am – 3:00pm — Meet with students, checking messages in between
Most of my day is spent connecting with students over the phone or via email or text message.
The most important conversation with students is before they start, so we can make sure that they’re prepared for what’s to come and to answer their questions. Midway through the semester, I’m making check-in calls with enrolled students. During these calls I ask how their courses are going and if there are any challenges that we can support with.
The most common challenge that students share is time management. I often hear, “How am I going to do all of this?” They always can! My favorite part of the job is the relief I hear in students’ voices by the end of our call, because they’re feeling better and are walking away with an actionable plan to balance all that’s on their plate. Often, students need to hear the reassurance that thousands of students have been in their shoes and have continued to walk on the stage at graduation.
3:00pm – 4:00pm — Connecting with the rest of the retention team to share learnings
Each week, Risepoint Student Retention connects as a team for company updates and to share student challenges and learnings. This time is valuable for our team because it gives us the opportunity to learn about what online students are facing and how they feel best supported. As a student of one of our partners, I have a special perspective to share with my teammates as we discuss resources and tips to best support students in need.
I especially appreciate the hour because it gives me face time with teammates that I don’t see as often in a remote work environment.
4:00pm – 5:00pm —Wrap up student meetings and re-check for urgent messages
The end of my day is very similar to the beginning — I’m checking my email and voicemail to be sure there are no urgent student needs before I log off for the day. Sometimes, I’ll reserve this time to check on students who I haven’t heard from in a while to be sure they aren’t struggling in silence.
This reminds me of one of my favorite student relationships:
She was a 77-year-old retired educator, returning to school to keep busy after her husband had passed away. Sadly, she was admitted to the hospital due to physical health problems mid-semester.
This was a student that I regularly talked with on the phone to share resources and help get her connected with technical assistance, so when I hadn’t heard from her in weeks, I knew to worry. After about my second or third time calling, her daughter answered her phone and shared what had happened. Once she recovered, she was determined to finish the program and earn her degree, which is a testament to her dedication to lifelong learning. The university took great care of her to make sure her hospital stay didn’t impact her grades, and she eventually completed her degree and walked across the stage! Even after graduation, she’d call me once in a while to say hello.
I love to tell other students her story, so they know that no matter how old you are or what tribulations you face in life, you can get this done.
5:00pm – 7:00pm — Done with work, but not done working
Once I clock out of my job at Risepoint, my workday isn’t done. I’m then the chef, referee, fire fighter, and tutor for our family of five! Even with my busy schedule, I make sure to prioritize being with my family when we’re at home, at school recitals, or games, because I’ll never get this time back. Sometimes my work schedule ends earlier depending on what my family needs, and I love having that flexibility. Because of this, I’m a huge champion for online working and learning environments!
7:00pm – 9:00pm — Self-care through learning
Once the house is quiet, I like to listen to my lectures and complete my class assignments. Studying for my master’s degree online means I have the flexibility to continue working full-time and studying when time allows, without compromising precious time with my family.
The same advice that I give to my students, I give myself: it’s all one big balancing act, but you’re at the center of it. It’s difficult pursuing an advanced degree on top of everything else that I have going on, but it’s an important way for me to show up for my personal growth.
At work, we often share our risepoint moment, a moment in your life that shifts your trajectory for the better. My risepoint has been my weight loss journey. 18 months ago, I decided to put my health first and, so far, I’ve lost 70 pounds. It was hard for me to prioritize my health while balancing everything else on my list. But now, in my new self, I’m happier, sleeping better, and speaking truth to the things that I share with students at our partner universities.
Nina’s story illustrates the commitment and passion of our teammates here at Risepoint, and is just one example of how we personally connect with the students that we help our partners support. Thank you for being such an important part of our team!
