Sometimes, a simple response to an LGR text can reveal something much bigger about what a student is experiencing.
A student might respond to a message about registering for classes with a question, and the conversation may reveal that they are struggling academically. A text about financial aid might lead a student to share that they are working more hours than they can manage while worrying about paying tuition. A check-in about how they are doing might open the door to a conversation where the student says they feel overwhelmed and their mental health is affecting their ability to stay on track.
This is one of the strengths of LGR’s near-peer coaching model. Our coaches are current college students who have been where their students are. Through proactive texts and ongoing conversations, they build the trust that can help students open up about challenges they might not otherwise share.
But coaches cannot and should not be expected to solve every challenge alone.
As LGR has grown to support more than 40,000 students, we have built a Tiered Student Support System to make sure that when more significant needs surface, the right people step in.
Our approach provides three levels of support:
- Tier 1 – Coach Support: Proactive text curriculum and near-peer coaching for every student
- Tier 2 – Targeted Support: Coach-led support with additional guidance from LGR Program Managers to deepen conversations, navigate resources, structure follow-up, and track the concern through resolution
- Tier 3 – Crisis Support: Specialized intervention for acute or complex needs, involving LGR Director of Student Support, crisis protocols where appropriate, and coordination with campus or community resources
This tiered approach helps turn a concern into a clear plan. When a coach identifies a need they flag their Program Manager, who reviews the situation, guides the response, connects the student with appropriate resources, follows up, and escalates when necessary.
The goal is not to change what makes LGR’s coaching model special. It is to build a stronger system around the relationship that makes the model work.
As we continue to grow, this is an important part of how LGR is scaling responsibly: giving coaches the tools and support to recognize when a student needs more and making sure those needs do not go unnoticed or unanswered.
Thank you for helping us build a stronger, more responsive support system for the students we serve.
