From Connection to Completion: How UVU’s Human-Centered Approach Boosts Retention at Scale

The Challenge

Students often feel lost in the system, with limited guidance and minimal personal connection, especially at large institutions. At Utah Valley University (UVU), leaders saw this as more than a retention issue; it was a human one.

Despite proactive advising efforts, fragmented outreach and procedural hurdles made it harder to deliver timely, personalized support, particularly for students facing unexpected barriers or nearing graduation without a degree.

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The Strategy

UVU reimagined its support model by combining human connection with data-informed action. The Student Success Center launched a new role—Student Success Specialists—recent graduates trained and supported by professional staff who proactively reach out via text, calls, and meetings at pivotal moments.

This near-peer model fosters trust and relatability, helping students feel seen and supported by someone who understands their experience.

By integrating Civitas Learning’s Student Impact Platform into their workflow, the team was able to:

• Use predictive signals to guide early outreach
  
• Eliminate unnecessary registration holds
  
• Expand support to stop-outs and upperclassmen
  
• Respond quickly to faculty-raised concerns through Canvas-integrated alerts
  

These timely insights embedded directly into advisor workflows helped UVU shift from transactional interventions to continuous, caring relationships.

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The Outcomes

This personalized, data-driven approach is helping UVU move the needle where it counts:

• A 3 percentage point increase in retention following implementation of early alerts and outreach coordination
  
• Over 100 registration holds eliminated, unlocking student momentum
  
• 600+ former students with 40+ credits re-enrolled through a targeted reengagement campaign
  
• Faculty alerts through Canvas resolved within 1 business day, with follow-ups grounded in prior interactions—not one-size-fits-all scripts
  

One student even saved the text line as “Manette,” believing it was her personal advisor’s number—not realizing it came from a shared Mongoose texting platform. That’s how real the connection felt, thanks to having an assigned success specialist and a consistent, empathetic tone across the team.

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Strategy in Action: Scaling Empathy with Infrastructure

Part I: Proactive Peer Support Becomes a Professional Practice
UVU leaned into the idea that students need support that feels human. By staffing trained specialists—many of whom were students themselves—UVU created an approachable, empathetic first line of contact. These specialists helped bridge the gap between alerts and action, offering just-in-time nudges and listening ears.

Part II: Removing Roadblocks, Not Just Raising Flags
The team realized that policy barriers were often undermining student momentum. Small policy changes, like removing minor registration holds, led to outsized gains. When paired with Civitas Learning’s real-time persistence predictions, staff could intervene before students silently slipped away.

Part III: A Platform That Learns and Scales
UVU expanded support for juniors, seniors, and returning adults by using dynamic student lists, early alerts, and AI-powered insights to prioritize outreach. Tools like Initiative Analysis enabled the team to identify what was working and adjust strategies in real time.

“We’re not just focused on who’s at risk. We’re focused on what we can do about it.”
— Jamie Muhlestein, Associate Director of Student Success & Support

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Lasting Impact

By embedding student support into everyday workflows and leveraging timely insights, UVU transformed how it engages students—turning one-size-fits-all outreach into a more human, connected experience. Their work highlights the power of pairing empathy with infrastructure, helping more students stay on track and feel seen along the way.

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Listen to the Full Podcast for UVU’s full story:
How UVU’s Student Success Specialists Build Connection Through Proactive Outreach