Tutoring Services and Programs Guide

Best Practice Guide for Academic Support Program Design and Improvement (3rd Edition, 2023)

Authors: Jane Neuburger, MS (Syracuse University / Cazenovia College) & Geoffrey K. Bailey, PhD (University of Louisville)
Series Editors: Karen Patty-Graham, EdD & Linda Thompson, PhD
Published Jointly By: International College Learning Center Association (ICLCA) & Alliance for Postsecondary Academic Support Programs

Overview & Purpose

This guide provides higher education administrators and learning support professionals with a rigorous framework for self-study, program evaluation, strategic planning, and continuous quality improvement across all postsecondary tutoring environments.

Target Audience Postsecondary tutoring directors, staff, faculty, and administrators conducting internal self-studies or accreditation reviews.

Framework Basis Built upon CAS standards and updated using field research, practitioner input, and higher education literature.

Two-Tiered Practice Structure divides criteria into mandatory Essential Practices and aspirational Recommended Practices.

Evaluation Options Includes qualitative Reflection Guides & Action Plan Rubrics, plus quantitative Likert Scoring (1–5).

The 12 Standard Functional Areas

The guide breaks down program management into 12 comprehensive operational sections:

1. Mission, Vision, and Goals Direct alignment of tutoring goals with institutional missions, focusing on student and tutor outcomes.

2. Assessment and Evaluation Tracking usage metrics, course completion, DFW rates, persistence, retention, and learning outcomes.

3. Teaching & Learning Environment Physical accessibility, safety, privacy, non-threatening spaces, emotional intelligence, and ethics.

4. Program Design and Activities Operational frameworks, accessibility/Universal Design, pedagogical foundations, and service structure.

5. Content & Delivery of Training Syllabus design, Bloom’s taxonomy, active learning, CRLA/ACTLA alignment, and ongoing development.

6. Governance and Policy Institutional support, legal compliance (FERPA, ADA, Title IX), legal counsel, and advisory board oversight.

7. Program Leadership Administrative duties, professional qualifications, budget oversight, supervision, and institutional advocacy.

8. Human Resources Equitable hiring, competitive compensation, faculty recommendations, minimum GPA (3.0+), and onboarding.

9. Financial Resources Budget allocations for staffing, training, technology, assessment, pilots, and professional memberships.

10. Technology Scheduling software, LMS integration, access control, early warning systems, and cybersecurity/privacy.

11. Opportunity and Inclusion DEI, social justice, Universal Design, cultural humility, and support for underrepresented populations.

12. Collaboration & Communication Strategic partnerships with departments, advising, student affairs, athletics, and community agencies.

Tutoring Services and Programs Guide