For Chianti Grantham, her vocation in life crystallized the moment she started teaching.

“The first time I stepped foot in a classroom, I knew that that’s what I was supposed to do. I knew that was my happy place.”

Grantham works as an academic success coach at Houston’s University of St. Thomas, in the Kolbe School of Innovation and Professional Studies, an associate degree–granting arm of the university that supports nontraditional learners. In her role, Grantham assists students who are facing challenges that are impeding their academic progress, including those who have fallen below a 2.0 GPA.

In an interview with Inside Higher Ed, Grantham discusses how she does the work and effective strategies she’s used to support her students.

Q: What experiences or training have helped you establish your student success philosophy?

A: All of the experience that I’ve had over the years has taught me how to do what I do. I have a varied amount of experience from teaching, from being a tutor, and I think that it grew as I matured and grew as an educator. So did my skill level and paying attention to the needs of the students, and establishing those relationships with the students.

One of my very first classes that I taught, I had a student disclose in a paper that he had HIV. I learned quickly, like, “OK, this is about more than just teaching these students how to write. I have to be a mother. I have to be a support system. I have to be that person that they can go to.” Because if he felt comfortable enough in disclosing something like that with me, then I have a lot of power, and I can use that power for good, or I can use that power for bad. I decided that I wanted to use that power for good, and I specifically wanted to serve the nontraditional, underserved population.

I’ve been an academic success coach for going on four years at St. Thomas and then two years prior with Lone Star College. I have found that, once I reach out to a student and I’m like, “Hey, your instructor indicated that you have fallen behind. You haven’t turned in your assignments. Your assignments have been subpar. You’ve been unresponsive,” whatever the situation is—I always ask for very detailed information about what’s going on with the student—it’s like the floodgates open. Students are like, “Oh my gosh, somebody called me, somebody cares.” And that’s what I normally hear, like, “Yes, I’m sorry. I lost my job,” or “I’m overwhelmed with work,” or “I’m overwhelmed with life,” or “I’m depressed,” or “My husband and I have separated.” It’s generally an external factor that is impeding them from being successful in the classroom.

What I tell our instructors is: We have to get to the root of the issue, but we have to get to the root of the issue early. Early intervention is the best and most viable way to help a student to be successful. If I don’t know until a week before classes end, I can’t help that student, right? But if I know week one, they haven’t submitted any assignments within that first week, I tell the instructors to contact me, give me their information, tell me what’s going on and I’m reaching out. In that instance, I can help a student to turn it around.

Q: You recently started a program to support students on academic probation. Can you talk about where that idea came from and where you saw a need to improve processes for these students?

A: What we’re trying to do is find as many ways to support the students in their success. So, specifically, when they’re on academic probation—meaning that they’ve fallen below a 2.0 grade point average—at that time, they go under my wing.

They’re required to be in contact with me, either through phone call or meeting face-to-face or virtually, just to help them get back on track. We’re sitting down, we are creating a routine and a study schedule that also includes their personal lives.

What I tell a student is “Let’s look at your personal as well as your professional life. Let’s put all of those responsibilities in a calendar.” So whether it be a paper calendar or on a cellphone—I’m an old-school person, so I actually do paper and I do my cellphone—I help them in that way.

I also refer them to other resources. If they’re telling me they’re having some type of housing issue, I will contact our residence life department. I’ve also sought out shelters, other community resources. I have advocated for students to get scholarships so that they can pay their rent. It’s a gamut of things.

I’m in the process now with one of my colleagues to write an academic probation course that the students must take for an entire semester, and it focuses on time management, organizational skills and some mental wellness tips. All of these things that I have either seen myself in interacting with students or in my conversations with faculty and adjuncts, things that they’ve seen. We’ll be launching that this semester.

Q: How do you balance the complexity of student support work? Each student is going to need a different thing, so how do you keep yourself educated as to what those resources are and who’s going to help you and be a partner in this work?

A: What I found early on in this role is that it’s super important, actually, that I build relationships with other departments around the campus.

I have also learned that it’s super important that I build relationships within the community. So there have to be people within the community that I can have a conversation with about, like, “Hey, I have a student that is unhoused. Can you help me? They need food; they need somewhere to live. They need clothing.” Those relationships are key. If I didn’t have those relationships, I wouldn’t be able to support my students.

Q: How have you built up relationships with instructors as well, letting them know that you’re here to help with students’ success?

A: At the beginning of every semester and then midway through the semester, I always send an email to all of the instructors reminding them, “I’m here. These are the services that I offer. These are the hours that I’m available if the students are performing at a lower level, if they’ve inquired about additional resources, if they’re unresponsive, if they said, ‘Hey, I just need help.’” If faculty feel they can’t offer that, those are the kind of things that I tell the instructors that I am able to help the students with.

Also, I advocate for the students. Because I know these students very well, I’m copied on all emails that are sent to students when there is an external factor that’s going on that’s impeding them from being successful. I’m able to just keep a pulse on what’s going on. But yeah, my relationships with the faculty are great. It has to be, because otherwise I wouldn’t be able to support my students.

Q: Do you have any advice for other academic success coaches you’d like to share?

A: The one thing that I would say is the relationships that you build are so key. If you have relationships, if you reach across the aisle, so to speak, and you keep an open mind, just because someone doesn’t look like you, just because someone doesn’t share the same interests and beliefs as you, doesn’t mean that you can’t have a relationship with them.

Some of the most beneficial relationships that I’ve had with students have been with people that are not like me and don’t share similar interests as me, but we’ve been able to come together.

A perfect example is I had a student come to campus. He is local, but he didn’t ever come on campus because our programs are fully online. He’s really shy, so when he came to campus, I made a point to introduce him to one of my colleagues over at the peer-mentor program so that he could become a peer mentor. I took him over to career services because he was interested in an internship program, so I put him in touch directly with the person that handles that. Then he was like, “Oh, well, I also want to get involved in this particular club.” Well, it just so happened that the person in career services is also over [at] that particular club.

I didn’t just pass him off like he was a baton or a number. I took him to these specific people. We had a conversation. We determined what the need was. I already knew what the need was, but I also have to help students advocate for themselves, right? That is the biggest thing—those relationships have been key, because I’ve been able to go into spaces that I wouldn’t otherwise be able to, or maybe not effectively go into.

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