I have extensive experience with online learning from both an administrator and instructor perspective. I have developed online courses and have taught in the face-to-face, blended and fully online environment for over a decade. My focus is on the retention of online learners—particularly first time online students—and how the teaching and learning experience, combined with institutional processes, impacts online students. I have served in higher education for 25 years and handle budgeting, personnel, planning and research for the Educational Technology Services division at Monroe Community College in Rochester, NY. I have been involved in the online learning field for 15 years and I have observed the growth in online enrollments and the resulting scale-up and expansion of online faculty development and online student services in online learning programs. The perspectives of our online students and online faculty members are critical to the success of any online learning program. I am interested in examining the array of services provided to online learners and identifying any gaps between student needs and current practice.