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FAQ: Text Reminders in the Post-Secondary Success Program

This article provides answers to frequently asked questions about text reminders in the Post-Secondary Success Program.

Quick links to FAQs below

What are text reminders in the Post-Secondary Success Program?

Mentors in the Post-Secondary Success Program will receive periodic text messages meant to alert you to topics and program resources that could pertain to your mentee. These texts are automated and will often ask you a question to help you determine what kind of support your mentee might need.

Why are text reminders part of the Post-Secondary Success Program?

The Post-Secondary Success Program is different from the High School Program. In the Post-Secondary Success Program, your role is to help your mentee access the right program resources at the right times. You cannot do this if you are unaware of the program resources that exist! Text reminders help alert you to topics that might be pertinent to your mentee and evaluate what, if any, support your mentee might need in this area.

Click here to learn more about the Post-Secondary Success Program.

Should I respond to text reminders?

Yes! Text reminders will often start with a question. The initial question will alert you to a potentially pertinent topic, and collect information that helps us determine the kind of support that you need as a mentor. When you reply, you will receive more support based on your reply, and better support in the future. You should always reply, even if your reply is “I don’t know”, or doesn’t fit one of the reply options listed.

When will I start receiving text reminders?

You will start receiving text reminders in May of your mentee's 12th grade year. College might not start until the fall, but the college-level personalization that your mentee needs will start at the end of 12th grade. As soon as your mentee commits to a college, they will begin receiving forms, bills, event invitations, deadlines, and more, and if they miss a deadline, there could be consequences later on. These early text reminders are meant to help you know how to support your mentee from commitment to the first day of class.

What will the text reminders be about?

The text reminders will be about topics relevant for college persistence and program resources that could pertain to your mentee. 

Who sends these text reminders?

Text reminders are automated, but managed by your College Success Counselor. Our platform algorithm determines what type of resources to send you or what questions to ask you given your responses to previous text messages. Even though the initial texts are automated, your College Success Counselor can also send personal replies and see each reply that you send.

What is an example of a text reminder that I might receive?

“Has your mentee received a tuition bill yet?”

  • If you respond “yes”, you’ll get another text with a resource about how to read a tuition bill and some important things that your mentee should confirm (such as residency status).
  • If you respond “no”, you’ll get another text letting you know how your mentee should follow up to make sure they receive their bill with enough time to pay it on time.
  • If you respond “I don’t know”, you’ll get another text letting you know what the impending deadlines are and where your mentee should look for their tuition bill.
  • If you respond with anything else, your College Success Counselor will see you response and send you a personal reply.

Will mentees receive texts?

Yes, mentees also receive text reminders. However, the content of text reminders will sometimes be a little different for you and your mentee. Also, we know from experience that it is not uncommon for a mentee's phone number to change during college, and if this happens to your mentee and they do not update us with their new number, they may stop receiving text reminders. For these two reasons, you should never assume that just because you saw your text reminder, your mentee also already knows about the topic.

My mentee doesn't have a cell phone. How can they still get texts?

If your mentee does not have a cell phone but wishes to receive text reminders, they can enroll in text reminders using a family or friend's cell phone number. If your mentee doesn't have a cell phone, it'll be even more important for you to follow up with your mentee about the topics that you learn about through text reminders.

Will my mentee see my text replies?

No. Only your College Success Counselor will see your replies.

Can I text this number questions or information on my own?

Yes, you can text this number any time. Your College Success Counselor will see every text that you exchange with this phone number, and they can also text you from this number at any time. So, you can also use this as a way to communicate with your College Success Counselor.

What if I don’t want to receive text messages?

You can reply “Stop” at any time to be removed from the automated text system.  You can also ask to your College Success Counselor at any time to remove you from the system. In this case, your College Success Counselor would send you an adapted version of the text reminders by email or phone call. However, we strongly encourage you to continue receive text reminders. It is the primary way that we will communicate with you in the Post-Secondary Success Program, and we’ve found that personalized text reminders are the best way to empower mentors to personalize the support that their mentees receive in the program.

What if I accidentally opted out or want to re-start text reminders?

You can text “Start” at any time to be added to the automated text system or re-start text reminders.

What if my phone number changes?

If your cell phone number changes, you will have to let us know your new phone number in order to continue receiving the text reminders. You can do this by contacting your College Success Counselor in another way (email, phone, etc). You can also do this by texting the number that was sending you text reminders on your previous number.

What if my mentee's phone number changes?

If your mentee's phone number changes, they will have to let us know their new phone number in order to continue receiving the text reminders. You or your mentee can do this by contacting your College Success Counselor in another way (email, phone, etc). Your mentee can also update their phone number by texting the number that was sending you text reminders on your previous number. 

Can’t you just put these text messages into a mobile app?

Great question. We’re working on it :)

What if I have other questions?

As always, contact your staff person!