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Front-Line Educators: The Impact of Classified Staff Interactions on the Student Experience

This multiple case study explored classified staff interactions with students as a strategy for increasing success. Interviews, observations, and focus groups examined interactions from the staff perspective. Findings indicate staff members enhance the educational process by providing a human connection, offering practical strategies for success, and giving support to special populations. Front-line staff interactions appear to positively impact the student experience. Future research should focus on work place considerations, policy development, and the student perspective. The authors urge community college leaders to more fully utilize the contributions of these front-line educators.