Office Etiquette
How many times should a phone ring before it is answered?
Preferably only once, no more than 3 times.
What is JIRA?
The system that all student workers & certifying officials use to process their students' benefit request.
True/False : We allow SVA members to get their stuff out of downstairs storage alone?
False
What are the two student worker work-flows?
HWSW and VASW
It is not our peak period and SCOs are catching up on tickets. A student enters the office and happily walks to the front desk.
Student: "Hello! I submitted a ticket a few days ago and have not received a confirmation email."
Worker:
"Okay! What is your first and last name? Do you know your ID number?"
Once you have their information, look them up in JIRA to check on the status of their benefit request.
What are the pages you should have open at all times?
- JIRA
- Military VA
- Teams
- Jagwire
- Banner
- DegreeWorks
- Work Email
What are the two issue types in JIRA?
MA: CRF
Tasks
If we have questions, what is the chain of command in order?
- Try to find the answer on your own
- Fellow Student Worker
- Senior Student Worker/Krisy (only for programming)
- SCO (Angel or Martin)
- Leah
- Tila
What do we use when we need to see a students email?
(hint: we also use this screen to add "VETD/VETV")
SPAIDEN
You're in the office working on JIRA, when a student walks in and goes straight past your desk. The student is now behind the front wall... What do you do?
Get up and put your body between the student and progressing further. Ask if you can help them with something and inform them that students are NOT allowed past the front desk.
If the situation progresses, ask a Full-Timer for help
What are student workers in our office?
Student workers provide assistance to veteran students & their dependents with general questions regarding veterans' education benefits. Student workers also perform general clerical tasks.
What are the ten Statuses a ticket can be in?
- Open
- In Progress
- Closed
- Initial Review
- With Certifiers
- Awaiting Review
- Awaiting Certifiers
- Problem
- T/F
- Memo T/F
When we put a student in Problem, do we just leave them there until a SCO gets to them?
No, we should be checking Problem everyday.
(We need to communicate with them at least 3 times before rejecting them).
Also, SCO's do not see Problem files unless they are actively looking for them.
What is the Payment Screen?
And Code:
CSRV
Code: COL
You are on a phone call with a frustrated parent. They have been asking around different offices for information about their child's file, but haven't been able to get a response.
Parent: "This is stupid. I pay for their college, they don't even have a job. These kids don't pay for their own stuff, so tell me if my child has submitted their benefits."
You:
"Do you know if you have a FERPA form on file?"
Despite them paying for the tuition, the student is still considered an adult and if there is no FERPA form on file, then we are not allowed to reveal ANY specific information regarding their file. We can still accept verbal consent, so if the parent is able to get the student on the phone, we can ask them:
"Is it okay to discuss your benefit status in-front of your parents?" If yes, proceed as normal. If not, end the conversation and move on.
What do we do on the phone when we need to send a phone call to a different office/department?
Click "Transfer", type in their extensions, then click "Transfer" again
(make sure you ask if they have any more questions before transferring them).
What is the CRF of the ticket?
Also used when filtering through Jira and categorizing them.
Why do we not reveal a students' information to strangers who ask for it?
FERPA violation
What screen do we use to see if a student has a hold?
SOAHOLD
You answer the phone, and it is a student that seems frantic.
Student: When will grades be posted? I can't get my new form until the grades are posted..
You:
"Are you asking about grades for TA?"
you can infer that this is for Tuition Assistance since they cannot get their new Authorization Form until Leah uploads their grades into their TA portal.
Once you have their name, and confirm their benefit, you can ask which branch they are from and ask Leah for a time estimate on when she will upload grades.
What is the proper attire for student workers?
Close-Toed shoes, Pants (no shorts), T-Shirts are allowed, Blouses, Friendly Smiles
"Attachments"
What do we do if Jira is caught up?
Ask Leah if she has anything for us to do
Ask Krisy if she has anything for us to do
Ask Tila if she has anything for us to do
If not, quietly do your own thing without disrupting the office
What are the two TSI / College Ready screens?
SOATEST and SZATXSI
You get an aggressive veteran that walks into the office. They seem very upset and won't listen to what you say. You can:
A. Call the police
B. Ask another student worker for help
C. Ask Leah or a SCO for help
D. Ask them to leave and come back when they are calm
C. Ask Leah or a SCO for help
If a person is being aggressive and will not accept the information you are providing, they will most likely not listen to another student worker. Leah or a SCO would be the best bet to escalate the situation.