Flexible micro-credential programs offer National University’s student-facing staff a holistic coaching approach
The Opportunity
As one of the nation’s largest private nonprofit universities, National University serves over 40,000 learners — many of them online, military-affiliated, working adults and non-traditional students. Guided by its “Whole Human Education™” approach, the university sought to deepen student-centered support across departments. Partnering with InsideTrack, NU aimed to train cross-functional staff in a holistic coaching methodology to create a consistent care model and to ensure every learner is supported academically, professionally and personally.
The Opportunity
As one of the nation’s largest private nonprofit universities, National University serves over 40,000 learners — many of them online, military-affiliated, working adults and non-traditional students. Guided by its “Whole Human Education™” approach, the university sought to deepen student-centered support across departments. Partnering with InsideTrack, NU aimed to train cross-functional staff in a holistic coaching methodology to create a consistent care model and to ensure every learner is supported academically, professionally and personally.
The Solution
Over nine months, NU partnered with InsideTrack to train 14 staff members across key student-facing roles through a series of four micro-credentials. Delivered in a flexible, virtual format, the programs combined group trainings, one-on-one coaching sessions, individualized feedback, and practical application opportunities. To sustain the learnings in-house, three participants also completed an advanced development pathway that allows them to lead future trainings — empowering NU to embed coaching for the long term and scale holistic support across departments.
The Solution
Over nine months, NU partnered with InsideTrack to train 14 staff members across key student-facing roles through a series of four micro-credentials. Delivered in a flexible, virtual format, the programs combined group trainings, one-on-one coaching sessions, individualized feedback, and practical application opportunities. To sustain the learnings in-house, three participants also completed an advanced development pathway that allows them to lead future trainings — empowering NU to embed coaching for the long term and scale holistic support across departments.
Proven Results
The Impact
With all 14 staff members completing the full InsideTrack micro-credential series, National University now has a cross-functional team equipped to build trust with learners, connect them to key institutional resources, and motivate them to achieve their goals — all while supporting the institution’s greater vision of implementing a “Whole Human Education™” approach. In post-training surveys, 84% of participating staff reported confidence in applying their new skills, and 100% said they would prioritize using them in their daily work.
This shift is already strengthening support across the student journey, with participants applying coaching skills in their conversations with new and prospective students, returning students and enrolled students working with Academic Coaches, Alumni Navigators and Librarians. As one trained staff member explained, “In addition to helping to build a level of trust and accountability, [the coaching approach] also allows the individual to realize how their goals can be achieved by taking specific steps along the way.”
Laying a foundation for the future
To sustain and expand the impact of the coach training, NU launched the Whole Human Support Credential — a custom internal program rooted in InsideTrack’s methodology. Now in its first year, the credential is training faculty and staff across advising, enrollment and other key support teams. The goal? Scaling coaching across campus, strengthening collaboration between departments, and embedding student-centered care into every facet of the institution.
The Impact
With all 14 staff members completing the full InsideTrack micro-credential series, National University now has a cross-functional team equipped to build trust with learners, connect them to key institutional resources, and motivate them to achieve their goals — all while supporting the institution’s greater vision of implementing a “Whole Human Education™” approach. In post-training surveys, 84% of participating staff reported confidence in applying their new skills, and 100% said they would prioritize using them in their daily work.
This shift is already strengthening support across the student journey, with participants applying coaching skills in their conversations with new and prospective students, returning students and enrolled students working with Academic Coaches, Alumni Navigators and Librarians. As one trained staff member explained, “In addition to helping to build a level of trust and accountability, [the coaching approach] also allows the individual to realize how their goals can be achieved by taking specific steps along the way.”
Laying a foundation for the future
To sustain and expand the impact of the coach training, NU launched the Whole Human Support Credential — a custom internal program rooted in InsideTrack’s methodology. Now in its first year, the credential is training faculty and staff across advising, enrollment and other key support teams. The goal? Scaling coaching across campus, strengthening collaboration between departments, and embedding student-centered care into every facet of the institution.
Dr. Matthew Bruce
Associate Vice President, Academic Engagement & Support, National University
Kody McCoy
Project Manager, Academic Engagement and Support, National University
Micro-credential Participant, National University
Micro-credential Participant, National University
Learn more about how National University invested in a flexible micro-credential series to equip their staff with the coaching skills they needed to provide better student support.
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