EXPLORING THE IMPACT OF CLASSIFIED STAFF INTERACTIONS ON STUDENT RETENTION: A MULTIPLE CASE STUDY APPROACH

This multiple case study explored classified staff interactions with students as a possible strategy for increasing student success. Individual interviews, observations, and a focus group with support staff were used to investigate their interactions with students, their view of these interactions, and their expectations of students. Findings showed classified staff members enhance the educational process by empowering students with information, offering individual support, and holding students accountable. Interactions with classified staff appear to have a positive impact on the student experience. The authors recommend increasing institutional support of classified staff in order to enhance student success. Future research focusing on how students perceive the impact of classified staff interactions is also suggested.