School staff should all strive daily to have a consistent message and interaction from all staff to students. When a student contacts our college; rather than transferring around or putting on hold, (as perhaps at a traditional facility) if the person we wish them to speak with is not available it is imperative we take ownership of the contact. It is important to answer the student right away or let the student know an answer will be found and effort will be made to contact them post haste. If we cannot find answer right away we call them back to at least let them know we are working on it and to confirm our intentions to their issue(s). It is also important to realize that when a student contacts anyone at a college they often expect immediate results (realistic or not) and possibly even validation of their issue(s). By taking ownership and having a consistent shared message our students can feel that the college is looking out for their best interests rather than the college's. Further, it demonstrates that everyone at the college is an advocate of their goals and seeing them realized. This also helps in our student retention and even enrollment when the graduate becomes the college's best advocate saying how much the college cares about its students. Question to ask your own staff: How does your staff act as an advocate for students to meet their initial and continued expectations?