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Conversations with Salvador Mora
Salvador Mora - University of Nevada, Las Vegas
UNLV's "Concierge" Helps Adults Navigate Re-entry into College
Interviewed by Russ Poulin, Deputy Director, WCET
July 2010
Sal and I met for our conversation in Brookings, SD where he was presenting on his success as UNLV's "Re-entry Concierge"; Today's adult learners expect quick help and understandable answers, without the run-around. Like a hotel concierge, Sal is there to help returning students find their way in (what is now) unfamiliar territory and navigate re-entry into college.
Nevada and South Dakota are two of the states involved in the Western Interstate Commission for Higher Education’s (WICHE) Non-Traditional No More (NTNM) project. Funded by Lumina Foundation for Education, NTNM works with states to identify and serve their “ready adult” population – those adults who are close to having enough credits to obtain a degree, but have not yet returned to college.
Sal Mora is an Academic Advisor at UNLV's Academic Success Center. As the unofficial Re-entry Concierge, Sal helps students find their way as they return to college.
Russ: Thank you for agreeing to the interview. Non-Traditional No More helps states to mine their data systems to find those students who had earned 75% of the credits toward a degree. Could you tell me the results of UNLV’s search and how you used those results to contact “ready adults"?
Sal: Our search for potential returning adults, using the criteria of students whom had not enrolled in classes for two years, yielded approximately 2,000 students. Our main method of outreach was a personalized postcard mailer where we outlined reasons for return such as: the state of economy, upward job mobility, statistics on salaries for graduates, etc.
Russ: Tell me about your role as the "Re-Entry Concierge"; In what office are you located and how does your position differ from that of other academic advisors?
Sal: My official title is Academic Advisor with UNLV's Academic Success Center. I also act as the "Re-entry Concierge"; on campus; an un-official title. My role is to be the person of contact on campus for prospective and/or returning students [adult learners]. In this role I am available to direct students to the appropriate resources on campus: Enrollment Services, Admissions, Financial Aid and Scholarship, and Veterans; Services, and eventually the appropriate college of their selected major. The difference in my particular role within my center is that all prospective adult learners are directed to me.
Russ: What are the advantages to the returning adults to having access to a "concierge"?
Sal: It is important to adult learners to have a person who is a point of reference throughout the process of returning to school, someone who is available to refer them to any appropriate services/departments that they may need, and offer general advice on classes that are applicable to the students’ desired/potential programs.
“ It is important to adult learners to have a person who is a point of reference throughout the process of returning to school…”
Russ: What are the biggest challenges that returning adults are facing? What are the biggest surprises for them? What are the biggest surprises that you have encountered?
Sal: In general, the re-application process, which for most schools is initiated online now, is a challenge in itself. Also having someone to help navigate required steps, and prevent or circumvent any potential run-around that students experiences at some universities.
Russ: I imagine that some of the “Ready Adults” have been away for some time. Do you find that some of them experience a bit of techno-shock upon their return? How do you help them get up-to-speed on today’s educational technologies?
Sal: The first taste of techno-shock is during the application and communication process of applying.For students who have been away for ten or more years, it is a shock that the only way to apply to school is online. Once a student begins a class that is web-based, hybrid, or primarily in-class, there is some transition to technology; but most of these adult learners are coming from a work experience where they have at least some knowledge on using the technology. If the online programs are designed correctly with all students in mind, the initial use of any technology is easier, and students quickly realize how helpful educational technology can be to supplementing/replacing the classroom experience. The flexibility that the online component brings to the student actually benefits adult learners more.
Russ: UNLV has an Alliance of Nontraditional Students. Tell me more about this organization. What do they do? How does it help students?
Sal: ANTS is a student organization which provides adult learners/self-identified nontraditional students a forum and meeting place for any issues that may be specific to this population. They hold meetings at varying times to provide for students of all schedules an opportunity to attend, they are represented on other advisory boards/commissions on campus, and have representation at campus events. ANTS has just completed its first full academic year here at UNLV, and is a work in progress whose role changes according to the needs of its membership.
Russ: What advice would you give to another institution that is interested in implementing a program similar to your "Re-Entry Concierge" position?
Sal: Make sure that all offices around campus know who to refer students to, and the purpose and importance of this role on campus. Departments who will not meet with non-admitted or prospective students will be thankful to have someone to refer students to.
