How UVU’s Student Success Specialists Build Connection Through Proactive Outreach

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At Utah Valley University (UVU), student support doesn’t start and stop with a form or a deadline—it’s sustained through consistent, human connection.

In our latest Next Practices podcast episode, we sat down with Ryan Bailey, Director of the Student Success Center, and Jamie Muhlestein, Associate Director of Student Success and Support, to explore how UVU is transforming the traditional model of student services by investing in relationship-building as a core strategy.

Turning Peer Support Into Professional Impact

It started with a simple but powerful idea: What if the most effective way to support students is to meet them where they are, literally and emotionally? 

At UVU, that means deploying trained part-time professionals—many of them recent graduates or upperclassmen—as Student Success Specialists. These peer-like team members text, call, and meet with students at pivotal moments, offering just-in-time help that feels personal, not procedural.

And it’s working.

One student was so moved by the connection she built with her assigned specialist that she saved the office text line in her phone as “Manette”—the name of her specialist—and credited Manette with helping her graduate. In reality, it was the center’s shared line. But the care behind every message made it feel like a direct line to a dedicated supporter.

Small Shifts, Big Wins

UVU’s success story isn’t just about peer texting. It’s about removing unnecessary obstacles and making room for human connection.

“We eliminated over 100 registration holds—some for balances under $1,” Bailey explained. “That small shift unlocked a huge opportunity to help students move forward.”

By combining this type of barrier-removal with early alerts, personalized outreach, and centralized support, UVU has seen a measurable 3 percentage point bump in retention. The Student Success Center is now the go-to hub for guidance—whether students are struggling with financial aid, thinking of transferring, or just need someone to help navigate a challenging semester.

A System That Scales with Empathy

The team uses Civitas Learning’s early alerts, accessible in Canvas, to proactively reach out when faculty raise concerns. Within one business day, a student gets a personalized text, not a generic warning. And if they’re contacted again later, the message reflects the context and relationship already built.

That’s the difference between “checking a box” and actually showing up for students.

From First-Year to Finish Line—and Beyond

UVU isn’t stopping at early-stage interventions. The team is now expanding support to juniors, seniors, and returning students who left just shy of a degree. In one campaign alone, UVU reached out to 16,000 former students with 40+ credits but no degree or certification, and brought back over 600 of them.

“We want to help them not just return, but have more opportunities to succeed this time around,” said Muhlestein.

Listen to the Full Episode

Hear how Ryan and Jamie are helping UVU build a more human-centered, data-informed model for student success—one thoughtful text, smart intervention, and authentic relationship at a time.

Links and Resources:

• Civitas Learning Website
• Listen on Apple Podcasts | Spotify | Google Podcasts
• Jamie Muhlestein – Utah Valley University
• Jamie Muhlestein – LinkedIn
• Ryan Bailey – Utah Valley University
• Ryan Bailey – LinkedIn