Frequently Asked Questions | Webster University

Frequently Asked Questions

Progress Survey FAQs

Not Yet Registered System Flag FAQs

What is the Student Success Portal?

The Student Success Portal is the combination of technologies into one streamlined global system. The robust system will allow for communication and resource management across all campuses throughout the Webster world.

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Who has access to the Student Success Portal?

Starfish, which powers the Student Success Portal, is roles and relationships driven. Individuals may have multiple roles. What you see in the system is dependent on the role you have based on your relationship status with the University (ex., Student, Faculty, Staff). If you have questions about your access or role, please contact studentsuccess@webster.edu.

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How do I log into it?

The Student Success Portal is accessible through single sign-on via Connections and WorldClassRoom (within each course).

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What can I do within the portal?

The Student Success Portal has many levels of interaction that will be rolled out over the next few years. At this time, students, faculty, and staff may use the system to review and make advising notes, appointments, and calls to action.

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How is the Student Success Portal different from Connections and WorldClassRoom?

The Student Success Portal is focused on the success of our students by providing a means of communication through an interactive platform. Students, faculty, and staff are able to engage and communicate faster and earlier to maximize interactions and solutions toward success.

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Will Connections and WorldClassRoom go away?

No. Connections and WorldClassRoom will still be tools necessary to all to enhance the classroom and University experience.

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Can appointments be made in the Student Success Portal?

Yes. For members of a student's Student Success Team, the goal is to have available office hours in the portal to allow students to more easily make appointments—whether the appointments are with advisors or faculty members.

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I heard there are Flags, Kudos, and Referrals. What are they?

The Student Success Portal allows for the raising of Flags if there is an academic or behavioral concern, like an early alert. It also allows for Referrals to be made to share information about resources available throughout the Webster system with students. And, finally, a Kudos is a marker of doing something good in the classroom or in the campus community. Who doesn’t like a kudos?!

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I'm ready to get started; what's my next step?

As the system rolls out, there will be many opportunities for interactive training. Check back often as resources will be added to this website. If you would like specialized training, please contact studentsuccess@webster.edu.

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Why do I see activity for many students with whom I have no relationship (not a student in my class, not an advisee)?

Starfish is roles and relationships based. Some users may have one role (Instructor) while others may have multiple roles (Academic Advisor, General Advisor). Your role determines who you have access to in the Student Success Portal. On the Home screen, changes for students you can view will display. Since most users have an “all students” role, the result is the ability to see all recent changes in the system.

To see students to whom you may be assigned (caseloads, which are derived from information in CARS/CS, are available for the roles of Instructor, Academic Advisor, and Financial Aid Counselor), click on the three bars in the upper left-hand corner of your screen. Navigate to the drop-down next to Students, and click on the sub-menu for Tracking. On the Tracking screen, you can use the drop-down menu for Connection to select your role, which may further filter your tracking items view.

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Why do I see students who are not my advisees or are no longer my advisees in the Academic Advisor connection?

This list includes all students who are currently listed in CARS/CX with you as the primary advisor. If there are students listed who are not your advisees, you should talk to the team member in your office/school who assigns advisors as that information will have to be updated in CARS/CX. Once it is updated in CARS/CX, it will display correctly in the Student Success Portal the next day.

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Why are there so many students available in the Student Success Portal? The number seems to exceed the number of students attending Webster.

The Student Success Portal is a global system and represents students at all campuses in all programs. Students are accessible in the portal at the time of admission, which allows for documentation of New Student Advising and Orientation prior to initial enrollment. Additionally, as students may have to take a break in enrollment, the system retains student records for a period of four years. Students who have graduated are also still viewable in the Student Success Portal for a period of four years to allow for documentation if they decide to return for a sequential graduate degree.

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I just looked up a student, and he or she is not showing. Why?

It depends. If the student was previously enrolled at Webster but has been out for more than four years, he or she will not be visible in Student Success Portal until after reenrollment with the University. If the student is newly admitted to the University, it may take 24-48 hours after initially being visible in CARS/CX for the student record to pull into the Student Success Portal. If neither of these situations is the case, please email studentsuccess@webster.edu and include the student name and ID number so that we may investigate the issue.

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When I try to access the Student Success Portal, I just get a blank white screen. What’s going on?

It is likely a browser issue. The preferred browser is Chrome, and Firefox is another option. If you are a Safari user, please ensure you are using version 10.1.2 if you want to access the Student Success Portal via Safari.

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Who receives notifications for Flags?

It depends. Please refer to the Flag Flow Charts and Managing Flags documents on the Advisors & Staff or Faculty pages. In general, most Flags will be routed to the Academic Advisor, though many users/roles will have access to view and manage the Flags.

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What is the expected process when I receive a notification that a Flag has been raised?

If you are the Academic Advisor and you will be addressing the Flag, it is recommended that you assign the Flag to yourself. This assignment provides a helpful visual indication to other users that you are handling the situation. If you determine that the Flag would be best handled by another user, you can assign the Flag to that user and include a helpful message with additional insight/information.

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A Flag was assigned to me. What does this assignment mean?

If you receive a notification that a Flag was assigned to you, it likely means that the Academic Advisor or another user reviewed the Flag and determined that you or your job function was best suited to address the situation. You can then review, handle, and clear the Flag, or if appropriate, reassign the Flag.

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A student wants to make an appointment with me, but I’m not the assigned advisor. What are the options?

Students only have the option to make an appointment with people in their Networks if those people have set up their online schedulers. Faculty and Staff users can still make appointments for students not in their networks on behalf of the students. As we continue to build and configure the system, this opportunity will likely expand.

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Who is visible in a student’s Network? Why?

The Academic Advisor (primary advisor as assigned in CARS/CX), term/semester faculty members, and the student’s Financial Aid Counselor are the visible members in a student’s Network. All other roles have an “all students” role, so the system cannot determine who to filter into the student’s Network. Network information is derived based on caseload, which must be in CARS/CX.

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I received the following error: HTTP Status 401 - Authentication Failed. What should I do?

This error is likely due to the system timing out (time-outs occur when the system has been idle for 20 minutes or more). Close the browser window, and log out of Connections if you still have an active Connections window. Close that window as well. Then, open a new window and log back in. Occasionally, you may receive this error despite having been actively working in the system. When that situation occurs, follow the same steps as above. While it may seem inconvenient to be timed out, this function is very important to ensure that all data is protected. If a user walks away from any machine, the timeout secures FERPA-protected information as a benefit, not a burden, of the system.

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My appointments are not showing correctly in my calendar. How can I correct this issue?

Double check your time zones in both your Student Success Portal profile and your Office 365 calendar and ensure they match. If you are in the United States in Central Time, the Student Success Portal should show (GMT-06:00) Central Time, and Office 365 should show (UTC-06:00) Central America (US & Canada).

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How can I change my view so that I don’t see activity that I am not responsible for managing and/or that does not relate to me?

In your profile, change your Login Page from the default to the area of most interest/use to you—often Students -> My Students or Students -> Tracking. Then, set up your filters to default to your assigned advisees, your school, your service location, or a specific tracking item. Note: If you have not set up any office hours, in order to change your Login Page, you will first have to go to Home and deselect the option to show the Office Hours Wizard every time you log in.

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I can’t find my advisees in the Student Success Portal when I filter to find my current advisees, or I’m not listed as their advisor in their student folder. What should I do?

It is possible that your students have not been assigned an advisor within the Student Success Portal because your department has not yet updated this information in CARS/CX, from which the Student Success Portal pulls much of its information. If you pull up your students’ “Student Folders” and see that they have no assigned advisor in the system, you should contact the team member in your office or school who assigns advisors and ask them to update CARS/CX with this information.

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How can I remove an appointment time from my available Office Hours?

A couple of options are available:

  1. Navigate to Appointments in Student Success Portal. Choose Agenda, and find the appropriate date/time. Hover over the clock for that date/time, and click Cancel.
  2. Navigate to Appointments in the Student Success Portal. Choose Week view, and find the appropriate date/time. Hover over the clock icon for the date/time (slightly above and to the left of the +Sign Up link); then, click Cancel.
  3. If a student has already made an appointment and you need to cancel the appointment, navigate to Appointments in the Student Success Portal. Click on the Week tab and locate the student’s appointment. Hover over the calendar icon for that student’s appointment, and then, click Cancel.
  4. You can also Reserve Time to show that the date/time is no longer available for appointments without actually cancelling the appointment. To do so, in Appointments, click on the Reserve Time button and enter the details of the date/time you want to reserve.

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Progress Survey FAQs

What is a Progress Survey? (What are Flags and Kudos?)

A Progress Survey is a course-based survey sent to faculty of record at key points in the term or semester to provide the faculty member with a streamlined way to gauge student performance by course, allowing the faculty member to quickly and easily report issues. Progress Surveys display the roster for the particular course and offer the following options:
a.) No feedback for the student(s).
b.) Raise a Flag (or early alert) for the student(s).
c.) Give Kudos (or positive reinforcement) for the student(s).

The Student Success Portal distributes two types of Progress Surveys:
a.) Early Term Progress Surveys
   i.) Deploy for 16-week, 8-week, and 9-week courses (Undergraduate and Graduate) on the Friday of Week 2 of the Undergraduate term.
b.) Midterm Progress Surveys
   i.) Deploy for 16-week courses on the Friday of Week 8

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Where do I access my Progress Survey(s)?

The Progress Survey link is available on your Student Success Portal Home page when Progress Surveys are active. The surveys are active for a 10-day window after each launch. Access the Student Success Portal via Connections and/or directly at success.webster.edu.

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How do I complete a Progress Survey?

Check the box for each desired item/student combination. You can add comments for selected Flags and Kudos by clicking on the Add Comment image (a small image of a paper with a green plus sign below it) that displays next to the student’s name when a Flag or Kudos is selected for that student. If a comment box opens automatically, which it will for some Flags (i.e., General Concern), comments are required.

After selecting all desired item/student combinations and making comments, click Submit.

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How can I enter comments into a Progress Survey?

Click on the Add Comment image (a small image of a paper with a green plus sign below it) that displays next to the student’s name when a Flag or Kudos is selected. If a comment box opens automatically, which it will for some Flags (i.e., General Concern), comments are required.

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Can I save a Progress Survey and return to it later?

Absolutely! Click Save Draft if you want to wait to submit the Progress Survey later or need to address other tasks before returning to complete the course’s feedback. The link for the Progress Survey will be available on your Student Success Portal Home page until the survey window closes on the second Monday following the survey deployment.

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Can I complete one Progress Survey and then return to complete others later?

Yes! The links for the remaining Progress Surveys will be available on your Student Success Portal Home page until the survey window closes on the second Monday following the survey deployment.

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What if I have no feedback to provide about students in this class at this time?

If you do not believe you will have feedback to provide during the window of time the survey is available, submit the Progress Survey noting No Feedback, which is the default for the surveys. Simply open the Progress Survey and click Submit.

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What if I submit the Progress Survey but then have feedback I want to add or the student speaks to me, resolving the issue with the Flag?

Access the student folder to raise a separate Flag or Kudos directly for that student.

Within the student folder, you can also visit Tracking to find the Flag you raised and clear the Flag. Hover over the Flag icon and select the Clear option. If the Flag is not ready to be cleared, but you have an update on the Flag, you may add comments by hovering over the Flag and clicking on +Comment.

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What happens to the feedback I enter? How will I know that follow-up occurred?

See the Flag Flow Charts in For Faculty or For Advisors & Staff on the Student Success Portal website. Academic Flags and all Kudos route to the student directly. Most Flags also route to the student’s Academic Advisor, but some Flags route to specific professional roles within the University.

The student may reach out to reconcile Flags directly with you, but the student’s Academic Advisor or the appropriate professional will either contact the student to clear the Flag or assign the Flag to someone else who will reach out to the student in an effort to clear the Flag.

IF you want to indicate you plan to work with the student to clear the Flag, you may access the student folder to assign yourself to the Flag. To do so, hover over the Flag icon and select the Assign option. If you have assigned yourself a Flag, once you have addressed the issue with the student, you must clear the Flag: hover over the Flag icon and select the Clear option.

For most Flags, if someone else is addressing and clearing the Flag, you will receive a Close the Loop email message when the Flag is cleared. You may also receive comments regarding the Flag if others note comments in the system regarding the Flag as they are working toward clearing it.

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What if I want to raise a Flag or Kudos that is not available on the Progress Survey I receive?

All Flags and Kudos may be raised separately through the student folder. Simply access the student’s folder and select the Flag or Kudos option at the top of the screen.

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I heard something about Referrals. What are they?

Referrals connect students to the specific service selected by emailing the student the contact information and details for that service. The service also receives an email regarding the Referral, but the expectation is that the student should take action.

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What else should I expect regarding Progress Surveys?

You will receive an email when a Progress Survey is deployed. When you complete a Progress Survey for a course, you will receive a “thank you” email as confirmation that the survey was submitted. Each Progress Survey will also have two reminder emails that will be sent to faculty members who have not yet submitted their Progress Survey(s) by the time the reminder email is set to disseminate.

Webster University expects all faculty members to submit their Progress Surveys—even if no feedback is selected.

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Not Yet Registered System Flag FAQs

Why am I receiving a message regarding a Not Yet Registered system flag?

The Not Yet Registered system flag is a flag that raises through the Student Success Portal 20 days after registration opens for the next semester (Fall or Spring) for Webster Groves undergraduate students. If you have received a message about this flag, the indicated advisee has not yet registered for the coming semester and does not have a documented petition to graduate on file.

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What if the student indicated by the Not Yet Registered system flag is graduating?

Contact the student to have him or her complete the undergraduate petition to graduate (http://www.webster.edu/advising/student-resources/undergrad-petition-graduate.html).

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Some students have holds on their accounts and cannot register. How can I find out if students have holds, more information about these holds, and how I can assist the students?

You will find any applicable holds listed on the Overview screen within each student’s folder in the Student Success Portal. Prior to reaching out to the student, we encourage you to double check the student’s status and holds. When meeting with the student, discuss the holds and who/which office to contact regarding each hold.

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How can I best assist my advisees and schedule appointments in the most streamlined, efficient way?

Set up your office hours to allow students to make appointments with you directly through the Student Success Portal! Watch this two-minute video to learn how to set up office hours.

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How can I identify which students have Not Yet Registered flags via the Student Success Portal?

Log into the Student Success Portal, and navigate to Students > Tracking. Change your Connection to Academic Advisor, and click on Add Filters. In Tracking Items, select Active as the Status, Flag as the Tracking Item, and Not Yet Registered as the Item Name. Then, click Submit.

Note: If you need to check this system flag for another employee (i.e., someone whose advisees you are working with while the primary advisor is on sabbatical or vacation), keep the settings noted above for Tracking Items, and then, click on Attributes. There, click on the green + Add Attribute option, and choose Primary Advisor from the drop-down option under Attribute. DO NOT click in the Term box or on the drop-down for term. Then, select Specific Value, and enter part of the Primary Advisor’s name with an asterisk (i.e., Brown-Kennerly*). Click Submit.

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I am receiving a separate email for each of my advisees for which this system flag is raised. Is there any way to avoid these individual emails?

Yes! It’s all in the settings you choose! Log into the Student Success Portal, and navigate to your profile by clicking on your name in the upper right-hand corner. Then, access the Email Notifications tab. To receive only a digest, or summary, of flags raised for your advisees, under Summary Emails, choose Daily (recommended) and the time at which you would like your summary email. You will also need to ensure that the “an item is raised” option under Tracking Item Notifications is not selected. Best practice for Tracking Item Notifications is to keep the option for “an item is assigned to me” selected.

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How should I manage this system flag?

This system flag is designed to auto-clear within 24 hours of the student registering for classes. However, there are several circumstances in which you might manually clear this system flag, including but not limited to the following:

  1. The student indicates he or she is not returning to Webster and asks not to be contacted again.
  2. The student has been dismissed from the University and is not eligible to return.
  3. You decide to manually clear the flag after assisting the student with registration.

As with all flags in the Student Success Portal, we encourage you to add Comments to the flag as you work to resolve the flag and assist the student. To do so, hover over the orange flag icon, and select Comment.

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What are students told with regard to this system flag?

When this system flag raises, the flagged students receive this email.

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