Remember Admission Representatives are not Counselors
Many of the students I speak with have not had much support or positive encouragement throughout their life. Sometimes when I talk with these students I feel that I am in counselor roll. I know that is not my job or that I am not authorized to be in that counselor roll. However, sometimes I struggle with reminding myself where the line is drawn between being an Admissions Representative and a counselor. Does anyone else have the same experiences and feelings? If so, what do you do to stay on the Admissions Representative side of things?
I agree. It is definitely up to the student and they should feel free to attend or not to attend the school. Only the student truly knows what is best based on their personal situation. Talking to the student about what their concerns are is not really a "counselor" role, but is more of a fact-finding mission for the representative, not an advisory- or counseling-type role. As long as you keep that in mind, you will maintain the role of a representative without much difficulty, in my opinion.
Absolutely, I agree. This in fact can be a little confussing. When I first read this section of the rules, I was taken back a little because of the needs of the students and our engagement with them. It seems as if we are in a role of counselor seeing that we are the ones they interact with first and at times come to for further advice. It's as if we counsel them in the areas of admissions. It would seem that Admissions Counselor would fit us better at times than Admissions Representative, honestly. I understand.
I could see where that would be very difficult. One wants to be understanding and empathetic, but as much as one may want to, one can't fix all the problems of others. This is where the difference between sympathy and empathy comes in. Be empathetic and maybe provide ways for the students to help themselves,it is then up to the student to follow through.
at my school we are constantly reminded to let the experts handle any questions about internal problems. as a rep i do not comment.
I get this all the time, and to a point I think we are the one that can give them that "you can do this" talk. We may really be the only one who believes that they can.
I totally agree with your statement. There are times when you have to be honest with a student and encourage them to make the best decision for their future. I had a prospective student call and say that she was not interested, as a greater opportunity became available. Immediately, I encouraged her to take the road that best suited her needs. She asked if she could call to ask general questions in the future. We still keep in touch. Not only are we directing prospects, we are building relationships.
I think this is a very common way to feel being in an admissions role- especially since we ask for so much history and background on an individual and his or her desire to return or start school. People love to talk about themselves, and in this role, we need to find their emotional "hot buttons" in order to connect with them and find their motivation for receiving an education. I think we should be empathetic and sympathetic, but always try to remember the focus and direction of our phone conversations or in person meetings with our potential students!
We are not in the business of coddling. If we coddle students too much during the admissions process then we see them struggle to retain in the program. We have to help build self-sufficent, confident students who are going to go on into their program feeling prepared but knowing that they have a resource in their admissions advisor. We are in the business of setting students up for success and the best way to do that is to be as honest as possible with a student...even if that means telling the student that now might not be the best time for them to invest themselves in school. We have to keep the students needs at the forefront of our discussion.
I find it always best to encourage and invite my students to not only explore and visit my current school but others with like programming that may suit their educational needs. I explain that we are one of many options and the wisest of decisions are made by those who are the most informed. This often puts the student at ease and see me as having integrity and their best interest and investment in my foremost thoughts.
I agree Chad, sometimes this can be a challenge. One thing that can help is to remember that the college has different experts in each department to help the student. In admissions, we have to remember that we are the experts at giving the students factual information and providing encouragement and support through the enrollment process. The student will get the best service by talking to the right "expert" in each department. :)
Yes, and ultimately we are getting the student or prospective student to THINK about what THEY want and the direction they would like to go... then we take the facts we are equipped with and show them how to get where they want to go by point out specific degree programs, etc that align.
I think that simply imparting your knowledge and experience to the prospect does not make you a counselor. Prospects are looking for direction, and I think we owe that to them, while being totally honest and up front about what our school can do for them.
Justina,
I agree with your response to Kathleene. I think it is extremely important to be honest with the prospective student while building a strong rapport. When communicating with students it is important to give the student information about the school; however, emphasize that the decision is ultimately theirs to make. Often times, students are looking for someone to guide them into what they would like to do. Because of this, it is even more important that clear boundaries are set while giving information. This allows the student to make his or her decision clearly regarding their college of choice.
I agree and understand the rules and regulations that states that we are not counselors. It can be hard at times when you make a connection with an individual and you relate to them being in their shoes at one point of your life.
The idea of using broad statements enables an admissions person to provide accurate information but still remain personable. This is an excellent and useful strategy. Keeping the roles separate requires a high degree of focus.
I think one of the best ways to remain on the Admissions Rep side of things without crossing into the roll of Counselor is to remind the student (repeatedly) that it is their decision. We are here to provide an opportunity, to discuss options, to give food for thought, and to answer any questions the student may have. Though we can provide that information and even advise potential options for a particular career path or goal, the decision ultimately belongs to the student. I try to remind myself that the opportunity I'm suggesting may not be for everyone, and that I am trying to meet the needs of the student. It is their future, not mine thus it is their choice and not mine.
I stay grounded in my admissions role, by focusing on the facts. The focus should always be on the programs, the courses, the statics - completion ratios, job placement, average income, etc. Otherwise, I will make broad statements like "Never, never, never stop learning - Churchill" or "I personally don't know anyone who has regretted their higher education." Something to take the focus off the personal information the prospective student may be sharing, with me, and stay focused on the school, programs, etc.
Hi Kathlene,
I agree that building a strong rapport with students can lead a successful educational career for the student. Maintaining our expertise in our area of enrollment/admissions and then providing options to the student should they need further assitance. I think the distinction can be clear just as we inform students we are not certified financial aid analysts we are not counselors and the students should be directed to the appropriate department. Great thoughts Kathlene!
You're exactly right..It's important to keep the student's best interest in the forefront. We must be upfront and honest with each student to set them up for success. I too think they appreciate us being direct and to the point. College is a big investment..A big decision. We want to help them make the right one.
