As the world continues to change and become more interconnected through technology, higher education must evolve alongside it. Online learning has opened doors for students to pursue their academic goals from anywhere with an internet connection. While online courses are every bit as rigorous as their on-campus counterparts, they often require additional skills from students, as well as a different level of support, outreach, and engagement from university staff.
Without the ability to walk into an office, stop an advisor in the hallway, or connect casually with a faculty member after class, online students must often be more proactive in seeking assistance. Much of their communication takes place through email, phone calls, and virtual meetings. At the same time, Student Success professionals must become adept at recognizing when a student may need support, often before the student realizes there is a problem.
Recently, a student in one of our programs experienced the loss of a family member while simultaneously contracting an illness that is rarely seen in the United States. One of the responsibilities of our Student Success team, working closely with faculty, is to monitor student engagement and identify signs that a student may be struggling. When we noticed that this student, who had previously been highly engaged and successful, had stopped logging into his coursework, we increased our outreach. Through multiple emails and phone calls, we were eventually able to connect.
Once we understood the issues the student was facing, we worked collaboratively with him and his instructor to develop a plan that balanced academic progress with his health and well-being. Today, he is once again on a path to success and registered for the fall semester.
What could easily have become a story of attrition, leaving a student overwhelmed and burdened with debt for a degree left unfinished, instead became a story of persistence, partnership, and support. The student remains on the path toward earning his degree and has expressed tremendous gratitude for the care and flexibility shown during one of the most difficult periods of his life.
Recently, I gained a deeper appreciation for the challenges many of our students face when asking for help. While recovering from an accident, I found myself relying on family, friends, and colleagues in ways I never had before. My support system seemed to know what I needed before I even asked. Their kindness and attentiveness helped me understand something I hear from students all the time: reaching out can be difficult.
In my role, I have often empathized with students who tell me they are embarrassed to ask for assistance or reluctant to admit they are struggling. After my own experience, I no longer just empathize. I understand. Even when support is available, vulnerability can be uncomfortable. Pride, uncertainty, or fear of being a burden can prevent people from seeking the help they need.
That is why effective student success work requires more than compassion. It requires intentionality. Our role is not simply to ask, “How can we help?” but to identify barriers, anticipate needs, and offer concrete solutions. Whether connecting a student with tutoring resources, helping them navigate a personal crisis, coordinating with faculty, or creating a manageable academic plan, meaningful support often begins before a student knows exactly what to request.
As online education continues to grow, it is important to remember that technology alone does not ensure student success. Behind every login is a person navigating both academic challenges and the complexities of life. The true promise of online higher education lies not only in its accessibility but in its ability to combine flexibility with meaningful human connection. When institutions intentionally build systems of support that identify challenges early, proactively reach out, and respond with both compassion and practical solutions, students are empowered to overcome obstacles, remain engaged in their studies, and ultimately achieve their educational goals.
Beth Chesir is Director of Student Success and Enrollment at YU Global, a division of Yeshiva University. She supports online students at Cardozo School of Law, Sy Syms School of Business, and Ferkauf Graduate School of Psychology.
