“What do you do in Student Services?” I was asked the other day. It’s difficult to give a quick and easy answer, because the work of Student Service staff is wide-ranging and includes several functional areas. But I’ve found that if your listener has a minute or two, you can frame your explanation of Student Services with Abraham Maslow’s hierarchy of needs.
Most of us are familiar with Maslow’s pyramid, though Maslow himself never drew a pyramid. His hierarchy is a motivational theory intended to describe five levels of human needs. In some interpretations, needs lower in the pyramid must be satisfied before needs higher up can be addressed. I find Maslow’s hierarchy useful in describing the work of our Student Services departments, because we try to take care of the whole person, beginning with satisfying some of their basic physiological needs (bottom of the pyramid), all the way to encouraging them to fulfill their highest aspirations (top of the pyramid).
Here are some of the ways in which Student Services staff address students’ needs at all levels:
Physiological needs: our housing service puts a roof over students’ heads and ensures that they have a means of obtaining healthy food and drink.
Safety needs: we satisfy students’ needs for order, predictability, and security by providing airport transfers, orienting them to the locale, helping them open a bank account or get a cellphone, advising them about local laws, and ensuring that they maintain their visa status by following rules and regulations.
Belongingness and love needs: we organize icebreakers, parties, trips, and other social events to help students get to know each other and feel a part of our school and community.
Esteem needs: we learn our students’ names and listen carefully to their concerns, and we celebrate their successes at end-of-term parties.
Self-actualization needs: we organize extra-curricular workshops, get them out into the community, and find opportunities for them to pursue their interests independently.
Seen in this light, Student Services departments provide an essential whole-person approach to caring for and educating students on their study abroad adventure, helping students to get the most out of the experience and excel in their studies. It is a set of jobs not to be taken lightly: we all know that a student who is unhappy in her living situation can be distracted in the classroom. A strong Student Services function can make all the difference to the success of an English language program.
But what role is there for Student Services when a program has gone online? You might decide that since there are no students on your campus or in your school, you don’t need Student Services. It’s true that if your students are studying from their homes, then the bottom two layers of the pyramid – physiological and safety needs – are likely taken care of or are not something you can help with. Student Services can still play an important role, though, in supporting students, binding them to your school, and helping them achieve their aspirations. To give just one example, the Community Friends Program at Lewis & Clark College connects international students with local volunteers in the community for friendship and exchange. Now, with everything going online, the program continues to connect students and volunteers through Zoom meetings. This kind of extra-curricular program has the potential to hit the top three levels of Maslow’s hierarchy, and gives students a unique and distinctive experience. In a competitive online environment, that may be one benefit that keeps students loyal to a program.
Online Student Services is a new phenomenon for most English language programs, and we don’t yet know whether or to what extent students will take us up on these types of activities. But as we explore this uncharted territory, we have to try what we can to support our students and help them grow.