FERPA/Compliance
List 5 FERPA questions you can ask GCU students.
Help Center: Keyword "FERPA"
Article: https://support.gcu.edu/hc/en-us/articles/115001997848-Topic-3-3-FERPA-Questions-for-GCU-Students
What are the most common browser troubleshooting steps?
Help Center: Keyword "troubleshooting"
Articles: https://support.gcu.edu/hc/en-us/articles/115009813588-General-Browser-Troubleshooting and https://support.gcu.edu/hc/en-us/articles/201113354
A student needs help changing the font in their word document. Can we help?
Only if you know how. If they tell you it has to be a certain font for their assignment, you CANNOT help.
When are you allowed to use your phone?
In training - ONLY during breaks and lunch. Never in ready or training.
On the floor- Can use in ready after WT is complete. Also on break/lunch.
Personal- if you have an important phone call
What is a CAP? What are some reasons you can be put on a CAP?
It is a corrective action plan. You can be put on a CAP if you accrue 3 attendance points during training or 6 points while on the floor. You can be put on a CAP for a FERPA/Compliance violation. You can be put on a CAP for job performance (finesse, QA scores, dress code violations, and/or WT scores).
You are helping a student and they tell you they are placing the phone on speaker. What do you do?
Repeat that it is a recorded line and receive permission from the student to share their protected information.
Help Center: Keyword "speaker" or "compliance"
Article:https://support.gcu.edu/hc/en-us/articles/360013340973--Internal-Compliance
You have a student that is unable to access their classroom. How to proceed?
Help Center: Keywords "classroom" "LoudCloud error" "LoudCloud"
Articles: https://support.gcu.edu/hc/en-us/articles/201883674-Accessing-Your-LoudCloud-Classroom (correct LMS platform), https://support.gcu.edu/hc/en-us/articles/215238048--Internal-LoudCloud-URL-Error-Codes- (for errors), and https://support.gcu.edu/hc/en-us/articles/204174794--Internal-LoudCloud-Login-Troubleshooting (other troubleshooting)
A student needs help with uploading a document they have in Google Drive. Can we help?
Only if you know how to. Otherwise, direct them to support.google.com/drive
What are the different types of attendance guidelines?
How many points are each worth?
Properly Notified Absence: TSCallout notified 48 hours in advance. 1 point.
Improperly Notified: TSCallout not notified 48 hours in advance. 2 points.
No Call/No Show: Not showing up and not providing notice before end of shift. 3 points.
Late: Clock into workday 6 minutes late. 1 point.
Early leave: Clock out of workday 6 minutes prior to end of shift. 1 point.
What are 3 ways a student can access the Help Center?
1. Going to support.gcu.edu
2. Clicking on it from the classroom under "Student Resources"
3. Clicking on the app in the GCU Portal
What does FERPA stand for?
Family Educational Rights and Privacy Act
Help Center: Keyword "FERPA"
Article: https://support.gcu.edu/hc/en-us/articles/204260910-Topic-3-1-FERPA-Introduction
Student says they are getting a "blank page" when accessing LoudCloud. How should you proceed?
What URL are they using? Are they able to login to the SP? Any error messages? When was the last time they accessed SP?
CCC, incognito, restart modem, check for ISP outages
A student needs help with Zoom. How can we help them?
Things we can do: Help setup a meeting, help record a meeting, help with uploading a meeting recording.
We can't help with: joining a meeting, reset password, creating account, other general use of zoom
What are 5 items on the "Don't List"? (paraphrase)
Forget to follow FERPA, use Tech Support access outside of work, use TS access for your own purposes, allow anyone else to use your account info, and don't tell others about the level of access that you have been granted.
What are our hours of operation? What holidays are we closed?
M-F 6am-12am. S/S 7am-12am
Closed Thanksgiving, Christmas, and New Years Day.
A parent calls in regards to their student's account. How do you proceed?
Third-Party SIRF Verification Process or Third-Party Parent Portal Verification Process
Help Center: Keyword "Parent"
Student says they are unable to "submit" their assignment. What should you do?
Are they able to upload file? Getting any error messages? File type? Special characters?
Access classroom and look at their assignment. Rename without special characters, compress file, change file type.
A student wants to know why their LopesWrite report is so high and asks you to take a look at it. How can you help?
You can tell them why it could be high (incorrect citation, reference not included, etc.) but you CANNOT help them lower it. You cannot view the details of the report. You should direct the student to resources to help them, such as the LopesWrite article.
What are the break guidelines?
Work under 3.5 hours- no break. 4-7.5 hours- 1 15-minute break. 8 hours- 2 15-minute breaks and an unpaid 1-hour lunch break. Can't break until 1 hour after shift and must break ahead of 1 hour before your shift ends. Same rules with breaking around your lunch- 1 hour before/after.
What is the most likely cause for a discussion question to say "Processing Request"?
There is an emoji or smiley face in the description
You are helping a student with a password reset. You provide a verbal password to them. What are some things to keep in mind?
Help Center: Keywords "verbal password" and "verification code"
Articles: https://support.gcu.edu/hc/en-us/articles/204204394-Topic-1-8-Accounts-Portal-Password-Reset and https://support.gcu.edu/hc/en-us/articles/360013340973--Internal-Compliance#14
Student is unable to edit their word document. How do you proceed?
What is their OS? Error messages? Are they signed in with their GCU email? Are there any updates needed? Is their license still active?
Mac-use another account, sign in with GCU credentials.
A student wants help installing Office. Can we help?
What if they are using someone else's computer?
Yes, we can help with installing office. However, we cannot help if the student does not own the computer. We need the owner's verbal permission before making any changes to the computer. This includes work computers.
Briefly explain adherence and what it means.
It is a measure of how closely you stick to your schedule. Includes late, early, improperly notified absence, no call no shows, and sick time. You are expected to have 90% adherence to your schedule.
What happens if next to the phone number in the FERPA profile, it says "Allow FERPA: No"
We can still accept it. This does not apply to us. We can accept the phone number whether it says "Allow FERPA: No" or "Allow FERPA: Yes".