How to get started with Mentorhub as a Student Success Coordinator

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Logging in

Click on this link to login to your account: https://nuadmin-stag.northeastern.mentorhubapp.org/#/

After logging in, you will be greeted with a Dashboard.

Dashboard

The Dashboard page offers an overview of several metrics to help you guide your support of student success guides and learners. 

Along the left side of the page you will find your program’s name and navigation tabs to other areas of the application.

Top Challenges

One of the central dashboard features is the “Top Challenges” section. This provides you with a real-time overview of the challenges that have been most prominent for the Learners in your program. Each of these categories (e.g. Academic Habits, Academic Planning, Career) are rated by learners themselves using a slider to indicate higher or lower levels of challenges related to each topic. The number that you’re seeing reflects the average of all responses to how severe of a challenge that dimension is for learners in your program.

Top Apps

Directly next to the Top Challenges section, you will find the Top Apps and Resources that are currently affiliated with MentorHub, as well as the number of learners in your program who have accessed each. The percentage reflects the percentage of learners that have installed an app. Underneath each app name, you will also see a brief description of that app’s main focus, like whether the app focuses on addressing health & well-being, connectedness, or academic planning.

Message Statistics

Moving down the page, you will see your program’s Message Statistics. This section provides information on how many messages have been sent by your program’s Student Success Guides and how many have been sent by your program’s learners in aggregate. 


Meeting Statistics

Below messaging statistics, you’ll find meeting statistics. These represent the amount of time that people in your program have spent in video calls through MentorHub. You can see the number of total meetings, who has participated in meetings, and the total amount of time spent in these meetings.

Below the Message and Meeting Statistics section, you’ll find the lists of individual Learners and Student Success Guides that are in your program. You can click on the individual Learners or Student Success Guides for their specific information, or click “View All” to see all of the Learners or Student Success Guides associated with your program who are using the MentorHub application. This information is also present in the Learners and Student Success Guides tab accessible via your navigation bar on the left of the screen.

Student Success Guides Tab

On the navigation menu on the left side of the screen, you will find the Student Success Guides tab. The Student Success Guides tab is where you can view all of the SSGs in a program. Tapping into an SSG profile will let you see statistics about an individual SSG. If you need to manually add an SSG profile, you can click the add button in the top right hand corner of this screen and complete the necessary information.

Once you’re in an SSG’s profile, you can see their contact information, statistics on Check-in scores for Learners assigned to this SSG, which apps are being accessed by these students, messages sent and received. 

You can also use the tabs at the top of the profile to message learners and schedule a video call with them.

A list of their Learners will be available under the “Learners” tab–click on a profile to learn more about the SSG. You will also be able to see if the SSG is a primary or secondary SSG for the Learner.

A learner’s  primary SSG is the one they were initially matched with upon starting with MentorHub NU, responsible for providing general support and answering questions. Learners also now have the ability to also connect with an additional supportive individual with expertise in a needed area. This primary/secondary designation can be found in the column to the right of their name in the screen below.

 

 

 

 

 

 

 

 

 

 

Learners Tab

In this tab, you will see all Learners assigned to the SSGs in your program. To see details about an individual student, navigate to the learner profile and click on the name of a student. You can also edit the contact information of the learner by clicking on Edit under the Action column.

Once you click on the name of the learner to access their profile, you can see their last activity date in the left hand sidebar, message them by tapping on the chat icon below their name, and see the Check-In summary at the top of the dashboard. You can use the change in Check-In scores over the past several weeks to understand which issues an SSG might want to inquire about and help a student with.

You will also be able to see their primary and secondary SSGs. Their primary SSG is the one they were initially matched with upon starting with MentorHub NU. However, Learners now have the ability to also connect in the MentorHub NU app with additional SSGs or supportive individuals who have an expertise in a needed area. This can be viewed on the left hand side of the profile (see below).

You can view open referrals and logs for a student by navigating between the tabs at the top of the profile. If you see a log that hasn’t been addressed by an SSG, consider checking in with them about it. 

Flagged Student Success Guides Tab

The Flagged SSG tab shows you any SSG that has been flagged by a student assigned to them. You will get an email notification letting you know who flagged this SSG. You’ll want to view the transcript of the conversation between the SSG and learner (in the learner profile), and make sure to address this with the SSG directly. Logs that haven’t been addressed for more than 24 hours will turn red to indicate that they haven’t been addressed. 

Information Tab

The Information tab shows a collection of resources. These can be shown to learners, SSGs, or both user types in the program. To add an article to this section, hit “Add” in the top right hand corner of the Information tab and fill in the title, description, and category. You can choose who views the resource by checking off learners, SSGs, or both. 

Escalated Referrals Tab

Escalated referrals represent tasks that have been assigned to a learner that an SSG feels needs your attention. The reason for escalation could range from elevating a situation where the SSG is not sure what to recommend based on the learner’s response, to a situation where they’re worried that the learner response may need some kind of staff intervention for safety reasons or otherwise. You can also sort by SSG with the dropdown at the top of this page.

Tapping on the referral will take you to referral details in the learner profile for you to investigate. 

From here, message the SSG if you have next steps for them, or message the learner directly to resolve the situation. 

Meetings Tab

You can schedule a meeting with any other SSC, SSG, or learner in the system from this tab. First, choose the date and time you’d like to schedule the call for. Tap schedule in the top right hand corner, refine by organization, program, and attendee type, and you’ll be able to choose who you want to schedule a call with. 

 

Messages Tab

You can also view messaging information by navigating to “Messaging” on the left-hand tool bar. Here, you will see an overview of individual SSG-Learner messages and group chat messages. There will be a group chat with all Learners associated with one SSG, as well as additional more targeted Learner group chats that the SSG made. Learners currently cannot create their own group chats, and the SSG acts as a moderator for all chats. You are not currently able to participate in these chats. 

To see information about broadcast messaging (which is when an SSG sends the same message to multiple Learners at once in individual chats), select “Broadcast” at the top. 

SCs are also able to create their own broadcast messages to multiple Learners and SSGs by clicking the “+” button and filling out the associated message information and selecting recipients. As mentioned, a broadcast message sends the same message to multiple individuals. However, these messages are sent to the individual in their representative private chats, rather than in a group chat. This is a good method for messaging multiple individuals at once without putting them into a group chat.

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