Community College Student Perceptions of Awareness, Utilization, and Satisfaction with In-House and Outsourced Counseling Services

This quantitative survey study compared student perceptions of counseling services between a community college that employed counselors on-campus with one that outsourced services to an online provider. Many community college students struggle with mental health which challenges their educational progress. Counseling services have been shown to help students to succeed, but there is not a standard of best practice at community colleges, which vary in how they address student needs and success. In-house counseling services are provided by college-employed counselors on-site, and may attract students with their visibility and inclusion on campus along with programming and outreach opportunities. Outsourced counseling services are attractive to community colleges with financial constraints, and virtual services may appeal to students who prefer greater convenience, flexibility, and privacy. Results from this study were compared between the two types of counseling delivery models -- in-house and outsourced, to see if student perceptions differed in being aware of counseling services, using them, and feeling satisfied with them. Perceptions also were examined in relation to various demographics. Results confirmed a moderate level of student mental health needs which negatively impacted their academic performance. Students were largely unaware of and consequently not attending counseling services provided by the college, despite recognizing that they needed help. Significantly more students were aware of and met with counselors on-campus from the in-house school than met with counselors off-campus from the outsourced school. Satisfaction levels were similar across schools. These findings have implications for deciding how to offer counseling services at community colleges. [The dissertation citations contained here are published with the permission of ProQuest LLC. Further reproduction is prohibited without permission. Copies of dissertations may be obtained by Telephone (800) 1-800-521-0600. Web page: http://www.proquest.com/en-US/products/dissertations/individuals.shtml.]