CARE team connects struggling students with campus, community resources

New team aims to help students improve their well-being and academic performance

By California State University, Bakersfield

April 12^th, 2023

Last fall, Christian Estrada was having difficulty paying for his education at California State University, Bakersfield and struggling to succeed in science classes that were required for his kinesiology degree.

Estrada was beginning to think he might not be able to graduate or even stay in school. Then a counselor referred him to the university’s new Caring Advocates and Responsive Engagement (CARE) Team, which had just been established that semester.

The team provides struggling students with campus and community resources to help them improve their well-being and reach academic success. It helped Estrada apply for financial aid and switch to a liberal studies degree pathway. Now, he is on the cusp of graduating with his degree this spring.

“They helped me navigate what I want to do and what classes I needed,” he said. “If it wasn’t for them, I probably wouldn’t be here right now about to graduate. I’ve had a long and interesting journey here at CSUB, but I think it’s shaped me into the person I want to be.”

The CARE team was established in fall 2022 as part of the university’s strategy to eliminate equity gaps. Most other CSUs have similar teams in place.

“The CARE team provides a holistic response to students of concern to ensure that outside factors — or even internal factors, such as academic difficulty — do not prevent them from being successful at CSUB and ultimately graduating,” said Dean of Students Emily Poole Callahan.

The university didn’t have a dedicated student assessment effort prior to the development of the CARE team. In the past, Callahan said faculty and staff had individual responsibility to connect students with on-campus resources when they face challenges to graduation.

Now, there is a team on campus dedicated to providing that kind of assistance to students.

“Our faculty and staff, as dedicated as they are to our students, may not always have the information that is necessary or the time to follow up,” Callahan said. “I’ve navigated students of concern since I’ve been here, and I don’t think what I was able to provide in any way matches the level of support that the CARE team can provide.”

Besides Callahan, the team only has two other dedicated staff members — Case Manager Jada Cantrell and Coordinator Jasmine Padilla. However, several volunteer faculty and staff members also provide guidance and assistance as needed.

“We have a network of campus faculty and staff who are dedicated to providing resources for any student of concern,” Callahan said. “Their knowledge, their interest in providing support for students, is really special.”

The CARE team, which meets weekly, gets most of its cases from faculty and staff member referrals. These referrals range from students with academic performance and financial issues to mental health concerns and housing insecurity.

“We have students going through the grief and loss of a family member, or even something as concerning as suicidal ideations,” Callahan said. “It’s really a full range of issues.”

Once a student is referred, team members initially connect with them by phone or email, with the goal of setting up an in-person meeting. A thorough assessment is then conducted to determine what the student needs, whether it be counseling, tutoring, in-class accommodations or even something as simple as helping them fill out forms.

Once the initial resources are provided, team members try to stay connected with students to keep track of their progress. The length and frequency of these check-ins depends on the level of a student’s need and what their contact preferences are.

“I think the real powerful piece of this program is the follow-through and the follow-up,” Callahan said. “We don’t just offer the resources — we really do ensure they are utilizing those resources for their success.”

Overcoming obstacles

The CARE team served 39 students last fall and has served 32 so far this spring. As the team’s only case manager, Cantrell typically deals with between five and seven cases at any one time, although that can rise to north of 10 during peak times in the semester.

“I’ve learned a lot in this short amount of time. Experience is a great teacher,” she said. “I really am grateful that I’ve been able to serve in this capacity. I think that it’s grown me as an individual but also as a professional, and the way I want to help the community on and off campus.”

While Cantrell has enjoyed her experience on the CARE team, she noted it can be challenging to meet some students’ needs. Off-campus community services — such as housing or financial help — are often the most difficult to coordinate.

“One thing that I love about the university system is that we have a lot of well-established resources in place, and sometimes it can be hard to transfer those to the community or supplement campus resources with community resources,” she said. “Like with housing — sometimes there’s no capacity or room for a student if those community spaces are inundated, but we do the best we can.”

The team also often has difficulty getting students to open up about what they need. Many are hesitant to engage with the team at first.

“There are a variety of different reasons why students may not feel completely comfortable in seeking the help they need or receiving the help they need. It’s not always as easy as just showing up and taking advantage of a resource,” Cantrell said. “You have to take into consideration that not every student’s cultural background is that of immediately asking for help.”

One refrain Cantrell often hears from students who are resisting assistance is that is someone needs it more than they do.

“I always say that often the person that you might be thinking needs it more than you is thinking the same thing about somebody else,” she said.

Students referred to the CARE team aren’t mandated to accept services. Rather, they are allowed to decide for themselves. However, most students will eventually accept help after having some initial conversations with the team.

“The biggest thing that I hope for and look for is students who are able to really embrace their autonomy and make choices that are in support of their well-being,” Cantrell said. “I want to empower them to help themselves and equip them with the tools necessary to help themselves.”

'It'll open doors for you'

While the CARE team has been in place for less than a year, Cantrell believes it’s already making a difference for students.

“When we see that they are able to utilize coping mechanisms that are beneficial to them, that they’re able to build and rebuild their support system and make connections with other people — that makes me so happy,” she said.

Estrada appreciates the team staying in contact with him since the fall and checking up on how he is doing. He said he’s had a great experience with the CARE team and encourages students to accept their services.

“If you’re struggling, go and seek help. Don’t be afraid to ask questions, don’t be afraid to put yourself out there,” he said. “Once you take that first step, they’re going to help you and show you which way to go. It’ll open up doors for you.”

After graduating this spring, Estrada is planning to pursue a career as a physical trainer or physical therapist assistant.

“I want to be able to help people, whether it’s in sports or just in general,” he said. “What I’ve learned from [CSUB], I’m going to make sure I apply it to whatever I do in the future. I appreciate everyone who has been helping me along the way.”

While Callahan said she and the other team members are still learning about the best ways to serve and engage with students, the experience has been great so far.

“There have been some learning curves, but overall, it’s been an incredible journey to start this program and see its impact on the campus community. The students have indicated that they feel really supported,” she said. “It’s so meaningful for a student to tell us that they are sticking around, they are going to work really hard and complete their classes, and it’s because we are walking alongside them to support them.”