Helping from A -to- Z
This department is able to help students skip on the waitlist.
What is - no department has the ability to skip students on the waitlist?
Are you required to have your camera during a virtual meeting?
What is - Yes? (Reference Page 4 of the Customer Service SOP)
A student asks about a refund status. Should this be a report on appointment or note?
What is - a report on an appointment? ( There is a two-way interaction with the student and account specific information was provided)
Alerts draw attention to students who may be at risk for a variety of reasons.
What are - cases
Student must have their student ID to sign into this?
What is - EAB Navigate Kiosk
Student walks into the pathway office to confirm how many classes they have left? No Advisor is available.
Provide students a copy of their program plan via EVAL or in Self Service, explain how to review their “My Progress” screen.
What is the name of the rule that states 15 feet, smile and nod; within 5 feet, verbally greet?
What is - the the 15/5 rule
(Reference page 4 for Customer Service SOP)
You just finished meeting with a student and finally had time to document, but you realized you documented on the wrong student. What form do you complete to have that ROA deleted?
What is - the Navigate Request form.
How many attempts to reach a student should be made before a Coach or Advisor closes a case?
What is - Three attempts each using different modality (Phone, in-person, text message)
Student emailed the pathway inbox to request a prequisitse waiver, where would you look to verify if student is eligible?
What is - Softdocs and Cosmo
Who would help this student? Nursing student walks into T200 as they are concern if they accepted their financial aid packet?
Who is - Staff in T200
This should be responded to within 48 hours.
What are emails/voicemails?
(Reference Page 5 of Customer Service SOP)
New Navigate feature that is assigned to specific student populations, allowing them to view milestones they have to complete for a variety of goals (outside of course planning)?
What is - Journeys
How long should a cases remain open before it's closed?
What it - Cases should not remain open after 10 days.
This is a system confirm that classes were approved by Advisor?
What is - Self Service
You're on Zoom coverage and there are no students currently in Zoom, but there is a student that walk-in the pathway office. What should you do?
What is - to put a front-end message up and assist the student in person
Embracing, Empowerment, Exceed Expectation is all part of what?
What are WE CARE Standards?
Navigate feature that allows staff & faculty to send students auto-emails of specific important information or generates a case to a student- facing specialists.
What is - Referral System
Where would you document each outreach attempt in EAB?
What is - Each outreach attempt should be documented by adding a comment.
This screen and code is used to update the student’s academic status.
What is - SACS and MAPN?
Who is the person you would refer a student in the situation to, Student came into the pathway office upset and is easily irritable from other experiences on campus and asked to speak to his/her advisor. After getting the student’s ID number to look the student up in Colleague the record is restricted.
Who is - Michelle Lamarre
Student Success, Community Trust, Caring Culture are the three categories for what?
What is - Strategies Priorities
Navigate feature that is yet to be used by MATC students, but allows them to connect and find peers taking some courses to study with.
What is - Study Buddies
This role would be assigned a case where the Instructor comments that the student has not attended class the first two weeks of semester.
Who is - Advisor or Retention Coach
A SERVE student has classes at the West Allis campus and today stopped in the pathway office to meet with a RC about tutoring options, study skills and zoom is closed for today. Who is best person for this student to meet with?
Who is - Kim Blackwell (RC) using her personal google Meet link