Student Success

Captains Care Referral System

The Captains Care referral program is a mechanism designed to identify students who are experiencing academic or personal difficulties early in the semester. By identifying these students, the Center for Academic Success and other campus resource offices can address your needs and increase the likelihood of your academic success.

Early detection and communication between faculty and staff is the cornerstone of the Captains Care referral program. Any faculty member who is concerned about a student’s failure to attend class, poor academic performance or personal behavior is encouraged to submit a Captains Care referral. What may seem like an isolated behavior in one class may be occurring in multiple classes and intervention may be required.

Faculty can use the Captains Care referral program at any time during the semester. It is critical to refer a student as soon as you identify that the student is in need of support or if you have discussed a referral with that student.

Even if you have already met with the student to discuss your concerns, a referral can be helpful. Often students experiencing challenges in one area are also encountering problems in other situations. When support staff starts to see multiple referrals and patterns, we can then coordinate our intervention efforts.

There are two types of referrals:

  • An FYI-only referral can be used to share information with us. Students will not receive an email notification for FYI-only referrals and we will not follow up with the student. We'll make an exception if we receive multiple FYI-only referrals in a short timeframe, or if our office has additional information about a student that warrants outreach from our office.
  • The second type of referral is one where a faculty member requests appropriate follow-up with a student. The involved student will receive an email notification stating a professor is concerned and the area(s) of concern selected by the professor. In either circumstance, you'll hear from a caseworker in our office to let you know we've received your Captains Care referral.

There are many different signs that a student may be in academic or personal distress. Below are some warning signs that a student may need your intervention.

  • Class absences
  • Struggling with course concepts
  • Low test or quiz scores
  • Not completing homework assignments
  • Lack of classroom participation
  • Does not bring books or notes to class
  • Decline in work quality
  • Knowledge of personal or family difficulty
  • Disruptive in class
  • Withdrawn from course
  • Work not at course level
  • Lack of basic skills
  • Concerned comments from other students
  • Change in demeanor or appearance

When you submit a referral and request follow up from our office, the student receives an email notifying him or her that a referral has been submitted. Within that email, the student will see the area(s) of concern you selected and an email link to the appropriate support office to contact to discuss the concern.

As a faculty member, it is often helpful if you have a conversation with the student to determine his/her needs so you can make a referral that will best serve the student. During this conversation, we advise that you tell the student you are sending a referral. When referring the student, it is important to explain that this service is in no way punitive but is designed to help. Talking frankly with students about this service will help them understand the benefits of taking advantage of the resources and services available to them on campus.

In addition, students who know they have been referred by their instructor or adviser are more receptive when they are contacted about the referral. Please be sure to emphasize that being referred is a positive thing designed to support the student and help him/her achieve educational goals.

The student population at CNU is diverse. It is hard to know what will work best in every situation. Listed below are some ideas you might find helpful when approaching the topic of a referral:

  • Be nonjudgmental when talking to the student.
  • Be specific when stating your concerns.
  • Be positive! A referral is the beginning of a solution and is designed to help the student succeed.
  • Show that you are committed and that you care if the student succeeds.
  • Tell the student to check their CNU email for a message regarding the referral. It will tell them whom they need to contact.
  • Follow up to make sure someone participating in the referral process has contacted the student (e.g., university fellows, Office of Counseling Services, Athletics, Office of Student Affairs).

  1. Access the referral form through CNU Live.
  2. Select Faculty Services from the CNU Live menu.
  3. At the bottom of the possible options, click Captains Care Referral Form.
  4. Select the current term, and then enter the student's ID number. NOTE: You may only search by last name if you are the student's adviser.
  5. The top of the form will self-populate with information regarding the student. If you are submitting a referral for a specific course, you may then select the course you are concerned about.
  6. Under Areas of Concern, select all that apply. If you have a concern that is not listed, you may enter it in the Other field. The area of concern you indicate here is what the student will see in his or her email notification.
  7. If you would like to make a confidential note to the Center for Academic Success, enter it in the Instructor / Advisor Concerns field. Comments made in this portion of the referral will NOT be shared with the student. NOTE: you can only input plain text in this field.
  8. Under Contact with Student, please let us know if you have contacted and/or met with the student.
  9. Under Requested Action, please choose either FYI-only or request follow up. Your choice will determine whether the student receives an email notification from the Captains Care referral system and follow up from our office.
  10. When you have completed the form, click Continue. You will see a summary of your referral and can make any changes at this time. If your referral is correct, click Submit.
  11. Once you submit your referral, you will see confirmation that your referral has been submitted. In addition, you will receive an email confirmation of your referral.

Once you complete the online form and click Submit, the referral is sent via email to the Office of Student Success. This email account is monitored by Jeannine Leger, director of academic success services and Brittany Grubb, coordinator for academic success.

In addition, if the student is a member of PLP or a an athlete, that department will receive a copy of the alert. If you have selected areas of concern that are related to personal or behavior issues, the Office of Counseling Services will be alerted. If the issue involves a student's adjustment to life on campus (e.g., roommate issues, campus involvement – too much or too little, student seems isolated or physical health), the referral will be directed to the Office of Student Affairs. All academic concerns will be addressed by the Center for Academic Success.

Simultaneously, the student will receive an email alert noting that a referral has been submitted. The student's primary adviser will also receive a copy of the alert. The email will indicate the concern as well as contain information regarding the office that the student should contact within 48 hours.

If the student does not respond to this initial email, a second email will be sent to the student. Should another request be necessary, the student's RA will be asked to contact the student, if the student lives on campus. If the student has not responded to the referral after the first three attempts, a phone message requesting the student to contact the Center for Academic Success will be left at a phone number we have on file for the student.

Once the student responds to the referral, the assigned office will:

  • Schedule an appointment to meet with the student.
  • During that appointment, the student’s issues will be assessed and appropriate interventions determined.
  • As a result of that assessment, the student will be connected with services, information or additional resources that can support the specific concerns.

Even if the student has not responded, the reporting faculty member will be updated via email as to the outcome of the intervention within seven to 10 days of the initial referral submission.

Sometimes a student chooses not to respond to the Captains Care referral. Students are not required to respond to our outreach attempts. At this point in the process, a caseworker will close out the referral and notify you that they were not able to speak with a student about your concerns.

If your comments indicated you were concerned about a student's well-being and we were not able to discuss your concerns with the student, then we'll check with our campus partners and/or the student's professors to make sure the student has been seen on campus and is physically safe.

No. We treat all referrals in an ethical manner in compliance with the Family Educational Rights and Privacy Act (FERPA) guidelines.

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