The University of Alberta is embarking on a transformative journey to enhance its advising service model, a key priority identified in the Student Experience Action Plan (SEAP). The initiative responds directly to student feedback calling for more accessible, timely and personalized advising. Shaped by a year-long collaborative engagement effort as well as feedback collected through SEAP and National Survey of Student Engagement (NSSE) surveys, the new model reflects a shared commitment to deepening student support through more connected, proactive advising, ensuring it is not just a service but a cornerstone of student success and retention. The Enhancing Advising Advisory Group also played a significant role in shaping the final plan, contributing diverse perspectives from their respective units and ensuring local contexts were thoughtfully considered.
That commitment to student-centred change has also been reinforced by the University of Alberta Students’ Union (UASU). “From the onset of this process, the UASU has consistently heard from students that improving advising must mean more timely access, clearer information, more proactive support and a system that is easier to navigate,” say Pedro Almeida, UASU President 2025-26 and Katie Tamsett, UASU Vice President (Academic) 2025-26.
Local expertise stays local
A central tenet of the new advising model is that program guidance and relational academic advising will be delivered by faculties. We recognize that deep curriculum knowledge and close collaboration with instructors are critical to programmatic success and are best achieved locally. To further empower our teams, student navigational support through the U of A Ambassador program will be piloted directly in some faculties to support triage and wayfinding.
“We heard clearly from both students and staff that advising works best when it is rooted in strong relationships and deep program knowledge,” says Melissa Padfield, Deputy Provost, Students and Enrolment and project co-sponsor. “This model preserves that strength while creating a more coordinated and accessible system around it.”
The Student Service Centre as a universal "front door"
For students, the new advising model aims to simplify what can often feel like a complex journey. Many have reported challenges accessing advising and understanding degree requirements. By improving navigation tools, expanding front-line support and introducing peer advising opportunities, the university hopes to create a more seamless experience.
To achieve this, the Student Service Centre (SSC) will evolve to meet the changing needs of our students and provide a more universal front door. This will include expanded services across the Deputy Provost, Students and Enrolment portfolio and exploring opportunities for closer collaboration through pilot programs such as reciprocal co-location with faculty or program advisors and peer-based advising initiatives. This approach is designed to improve the student experience and reduce navigational burden, while maintaining continuity and stability in current service delivery.
They will also deliver on a common advising competency framework developed by a new Advising Leadership Committee, support a single digital advising hub that centralizes advising information across the system and improve referral support for students who require assistance from more than one office.
Declan Ali, Dean and project co-sponsor, emphasizes the importance of this integration: “Our goal is to make it easier for students to find the information and support they need, when they need it, while also supporting our advising teams,” he said. “Advising should feel approachable, consistent and genuinely helpful at every stage of a student’s academic path.”
Stephanie Dickie, project lead for the SEAP and the Enhancing Advising initiative, notes the importance of focusing on supporting staff by reducing administrative burden and enhancing collaboration across units. “Together, these changes position advising as a cornerstone of student success, one that fosters clarity, connection and confidence,” says Stephanie.
The UASU also emphasized the importance of sustained collaboration as implementation moves forward. “It is promising to see how these changes will inform improved escalation pathways for students when they are experiencing a concern, either in the classroom or in their student life.”
Supported students
As owners of their academic journeys, students will share accountability for their success. Student leaders will support wayfinding, mentorship and the ongoing development of the advising ecosystem.
“Our guiding principles for the model focus on putting students at the centre by prioritizing their experience and continuously evolving to meet their needs,” says Melissa. “We are committed to creating a connected advising ecosystem where students feel supported, empowered and confident navigating their academic journeys. At the same time, we aim to foster a collaborative environment where staff expertise can thrive and where service excellence is delivered consistently across the university through a shared ‘one university’ mindset.”
A connected future
As we move forward, an implementation team will oversee the rollout of the advising model. Julie Naylor, College General Manager for Natural and Applied Sciences, will serve as Implementation Lead beginning mid-July, dedicating 50 per cent of her time to the project.
A new Advising Leadership Committee (ALC) (with membership from colleges, faculties, standalone faculties, students and university-wide services) will provide system-wide coordination and develop service standards and system improvements, such as shared training and onboarding, technology and systems management, and a shared quality assurance and accountability process and framework. Implementation will include the rollout of the advising model, with the ALC supporting the responsibilities and initiatives assigned to it within the new model.
“We are committed to a thoughtful approach as we introduce the new advising model,” says Julie. “Any changes will be phased, carefully considered and informed by pilots, feedback and ongoing assessment.”
First milestones for the project are targeted for Fall 2026. For more details, including the implementation timeline and the role of the Advising Leadership Committee, visit the Enhancing Advising webpage.
Declan Ali, dean, Faculty of Science and co-sponsor Enhancing Advising
Melissa Padfield, deputy provost, Students and Enrolment and co-sponsor, Enhancing Advising