UMGC scales coaching to strengthen success for 45,000 online learners
The Opportunity
University of Maryland Global Campus (UMGC) sought to expand and strengthen its coaching program to better serve its diverse population of learners — many of whom are working adults, military-affiliated, and from underrepresented backgrounds. With nearly 45,000 stateside undergraduate and graduate online students supported by 189 in-house coaches, the university identified an opportunity to train staff in a proven coaching methodology, empowering them to deliver personalized support at scale.
The Opportunity
University of Maryland Global Campus (UMGC) sought to expand and strengthen its coaching program to better serve its diverse population of learners — many of whom are working adults, military-affiliated, and from underrepresented backgrounds. With nearly 45,000 stateside undergraduate and graduate online students supported by 189 in-house coaches, the university identified an opportunity to train staff in a proven coaching methodology, empowering them to deliver personalized support at scale.
The Solution
UMGC partnered with InsideTrack to deliver a two-year coaching development and training program rooted in evidence-based practices. In the first year, 46 UMGC success coaches earned InsideTrack Coaching Certification. Then, select staff earned advanced certifications to lead in-house training and development, enabling UMGC to scale coaching expertise across its entire team. As a result, all 189 success coaches are trained in InsideTrack’s methodology — creating a sustainable model that builds staff capacity and ensures learners receive consistent, high-impact support.
The Solution
UMGC partnered with InsideTrack to deliver a two-year coaching development and training program rooted in evidence-based practices. In the first year, 46 UMGC success coaches earned InsideTrack Coaching Certification. Then, select staff earned advanced certifications to lead in-house training and development, enabling UMGC to scale coaching expertise across its entire team. As a result, all 189 success coaches are trained in InsideTrack’s methodology — creating a sustainable model that builds staff capacity and ensures learners receive consistent, high-impact support.
Proven Results
The Impact
By embedding coaching across their entire Office of Student Success, UMGC saw positive outcomes for both staff and students. Coaching-staff retention rose by an incredible 30 percentage points compared to pre-partnership rates, reducing turnover and allowing for more consistent support for students. Trained coaches reported deeper, more meaningful student conversations and improved morale — strengthening both staff engagement and student experience.
This transformation also drove strong outcomes for students. As a result of this work and other student success initiatives, course success rates rose from 80% to 84% after the initial InsideTrack-led training program, fall-to-spring re-enrollment increased by 2.1 percentage points, and one-year retention climbed by 2 percentage points. These outcomes highlight the power of personalized coaching to drive measurable gains at scale.
The Impact
By embedding coaching across their entire Office of Student Success, UMGC saw positive outcomes for both staff and students. Coaching-staff retention rose by an incredible 30 percentage points compared to pre-partnership rates, reducing turnover and allowing for more consistent support for students. Trained coaches reported deeper, more meaningful student conversations and improved morale — strengthening both staff engagement and student experience.
This transformation also drove strong outcomes for students. As a result of this work and other student success initiatives, course success rates rose from 80% to 84% after the initial InsideTrack-led training program, fall-to-spring re-enrollment increased by 2.1 percentage points, and one-year retention climbed by 2 percentage points. These outcomes highlight the power of personalized coaching to drive measurable gains at scale.
Susan Hawkins-Wilding
Vice President of Student Success, University of Maryland Global Campus
Jennifer Weist
Director of Student Success Operations & Training, University of Maryland Global Campus
Success Coaches
University of Maryland Global Campus
Learn more about how UMGC embedded a “train-the-trainer” model to scale and sustain holistic coaching support for 45,000 students.
Coaching solutions proven to advance all learners
Whether you’re looking to help students persist through completion or to improve career outcomes for job seekers and employees, our holistic coaching solutions can help you achieve meaningful outcomes.