Improving Student Success with a Hub-and-Spoke Advising Model

What if your advising system could see students not just as a collective, but as individuals with unique needs, goals, and challenges? At the University of North Dakota, that vision is becoming reality. In this conversation, we explore how a campus-wide transformation in student advising is already producing measurable success through rising retention rates, stronger relationships, and the power of shared data. You'll hear from Dr. Karyn Plumm, vice provost for undergraduate studies and student success, who helped spearhead the shift to a hybrid "hub-and-spoke" model of advising. She's joined by Ashley Vigen, director for student academic success, and Katie Meyer, Hawk Central specialist and data coordinator. Together, they describe the evolution of advising at UND from a traditional faculty-led model to one where professional advisors are embedded in departments, supported by thoughtful technology, and equipped with real-time student insights. This is more than just a narrative about new software or a structural shift. It's about gaining buy-in, actively listening to stakeholders, and fostering a culture in which students don't have to rehash their tale at every turn. With intentional training, strategic communication, and a commitment to continuous improvement, this team demonstrates how institutions can transform complexity into connection and create significant, long-term change for the students they serve.   Show Notes: [03:35] The University of North Dakota is a flagship four-year research institution. [04:24] Dr. Karyn Plumm is the vice provost for undergraduate studies and student success. [04:41] Ashley is the director for student academic success. [05:22] Katie is the Hawk Central Specialist and Data Coordinator. [06:16] Challenges that UND students are up against include having consistent experiences and student plans for individual advising. [07:30] They've changed to a hub-and-spoke model for advising where they have a centralized team that helps oversee all of the professional advisors. [08:50] Why they decided to change their advising model and invest in technology. [11:04] Students need different kinds of support for different roles. [12:27] The importance of sharing information including with student affairs. [14:12] What taking an intentional approach towards change management looks like. [19:07] Ashley talks about buy-in and being intentional about putting the puzzle together to adopt the technology. They've been using the product for a year and it's been very seamless. [22:51] They're always focusing on continual improvement. [23:47] Having the product meet the needs of diverse students. [24:53] They do have a strong faculty governance. Everyone has the ability to see the information that is relevant for their area. [28:02] Early indicators of success and what they're excited about. [30:21] They've also created a robust communication plan to reach all of their students. [33:51] Lessons learned include taking your time to onboard well and make sure the data is accurate. [34:39] Choose people who will be champions for the product. [36:04] Invite everyone to the table and get as many people involved as possible.   Links and Resources: University of North Dakota Hawk Central Dr. Karyn Plumm - UND Dr. Karyn Plumm - LinkedIn Ashley Vigen - UND Ashley Vigen - LinkedIn Katie Meyer - UND Katie Meyer - LinkedIn