First Stop meets student questions with care

Concordians may have noticed bright green banners around the university, advertising First Stop. Launched this September, the peer-to-peer service invites students to ask any Concordia-related question.

First Stop stations are positioned in high-traffic areas across both campuses. Downtown, they can be found in the Engineering, Computer Science and Visual Arts Integrated Complex (EV) and John Molson (MB) atriums, as well as the Hall Mezzanine. At Loyola, the station is at Loyola Landing (AD-103).

A live chat option also allows students to have their questions answered online.

Julie Foisy, senior director of student success and retention, shared an update about the project’s first months.

Why was First Stop created?

Julie Foisy: First Stop is one of the first projects that came from Concordia’s 2024–2025 Strategic Enrolment Management consultations. It was developed to address the finding that, despite the incredible breadth and depth of services available to students, they may not know where to start when they need help. First Stop is meant to be a clear entry point to the many supports that already exist.

What does First Stop look like in action?

JF: Student First Stop Assistants (FSAs) — in bright green t-shirts! — are available to help at stations in high-traffic areas on both campuses. The goal is to make the initiative as visible and approachable as possible.

FSAs can resolve quick questions, guide their peers through processes and make “warm handoffs.” That means showing students how to book an appointment or drop in with the right service while ensuring they have the right context for their request.

FSAs can also help students discover services they may not have known to ask about. For example:

• An FSA walks a new student through the course enrolment web page, connects them with registration help for their winter courses and shows them how to view their academic requirements report in the Student Hub.
• A student asks about applying for a bursary. The FSA directs them to the Financial Aid and Awards Office drop-in hours. After learning that the student is enrolled in 200-level math courses, the FSA also introduces them to free tutoring options.

What stands out two months in? Any early wins?

JF: The numbers are huge: we’ve logged more than 3,400 interactions and nearly 2,800 referrals, all in just eight weeks. But what really stands out is the return rate. One student came with an ID card question, then for a course waitlist issue, and again for locker rentals. That kind of relationship-building is something the student staff are incredibly proud of.

The tone of the questions has also been revealing. Many questions start with, “I don’t know if I’m in the right place, but….” That uncertainty is exactly what First Stop was built to meet with care. 

Why are student staff central to the model?

JF: Research shows that student employment boosts engagement and retention. Student staff gain professional skills and confidence, and students tend to feel more at ease asking for help from their peers.

Crucially, we are always learning from our student staff, and they learn from each other. A Fine Arts student working alongside an Engineering student might pick up the “Gina Cody School way” of doing things, while the Engineering student learns about studios, critiques and space bookings. These interactions reveal how the university actually works from a student’s perspective.

New FSAs are trained and mentored by current team members. This ongoing investment pays off in the form of a support system that is relevant to students and continuously improved.

How does First Stop partner with other units at Concordia?

JF: When an FSA flags unclear information or processes, we bring that feedback to the right unit. The unit clarifies details, and we adjust our information and referrals at First Stop.

We also share what student staff are hearing to help partners understand where confusion starts. Over time, this collaboration makes access to information easier for all students and provides important data to reflect on and refine how we support students.

For any questions about the project, Concordians are welcome to reach out to Foisy by Teams or email: julie.foisy@concordia.ca.

Book a 10-minute micro-training to introduce First Stop to your team! Reach out to Margaret Colton margaret.colton@concordia.ca to book.

Send First Stop your top student FAQs to ensure the FSAs are kept up to date about what’s happening in your unit. Email margaret.colton@concordia.ca.