In March, the Chez Veterans Center had the opportunity to share some of our exciting work on a national stage at the NASPA Military‑Connected Students Conference. NASPA is one of the leading professional associations for student affairs practitioners across the country, bringing together educators, researchers, and campus leaders who are committed to improving student success. Presenting in this space allowed our staff to highlight the progress we’ve made at the University of Illinois while contributing to a broader conversation about what effective, equitable support for military‑connected students can look like.
The presentation, “A Case Management Model for Supporting Military‑Connected Students,” focused on the relationship‑centered, data‑informed support structure we have been building over the past few years. At the core of our model is a universal case management approach that ensures every military‑connected undergraduate student receives individualized, ongoing outreach. Rather than waiting for students to seek help, our staff initiate structured check‑ins throughout the semester, creating predictable touchpoints that help students feel seen, supported, and connected. This approach is designed to be proactive and relational, recognizing that students’ needs evolve as they navigate benefits, academic expectations, military obligations, and personal transitions.
During the session, our team shared how this model has strengthened over time. We have implemented a semester‑long outreach cycle, expanded cross‑campus partnerships, and developed simple but effective tools that have allowed us to maintain consistency. The model is intentionally scalable: it does not rely on specialized technology or a large team, but on clarity, intentionality, and a commitment to meeting students where they are.
We also shared engagement data from our pilot year, which revealed important patterns. Undergraduate and graduate National Guard and Reserve students engaged at very high rates, while undergraduate Veterans engaged at moderate levels and graduate Veterans at significantly lower ones. These patterns reflect the diverse contexts our students bring with them as students, in particular graduate student Veterans who are often older, fully online, working full‑time, or balancing family responsibilities. Understanding these differences has helped us refine our approach and identify where additional listening and adaptation are needed.
This year, we are already seeing the impact of our strengthened case management structure. We are on track to engage with 100% of the undergraduate Veterans and National Guard/Reservists we have identified, a milestone that reflects both the effectiveness of our outreach model and the trust our staff have built with students. This progress demonstrates that a relationship‑centered approach, even when implemented with modest resources, can produce meaningful and measurable outcomes.
Looking ahead, the Chez Veterans Center is committed to deepening our understanding of how to better support all of our students, particularly online and graduate Veterans. This population is growing and diverse, and their needs are not always captured by traditional campus support structures. As their circumstances, identities, and expectations continue to evolve, so must our approach. Our next phase of work will focus on listening closely to their experiences, learning from their feedback, and continually refining our model so that students feel connected and supported, no matter where they are learning from or how their needs change over time.
