Internal Templates
What are some examples of situations that we follow up with IT support for?
1.) Dashboard Errors - missing programs, etc.
2.) Co-Hort Week - Student Login Invalid
3.) Common Tech Troubles
How do you follow-up if a student tells you that the tablet they received from us is defective?
Please email Shannon Schneider at Sschneider@martinsburgcollege.edu and advise the student that we are following up to coordinate a replacement device be sent out and to be on the lookout for Shannon in Administration's correspondence to coordinate Amazon pick up for return of the defective device.
How do you assist an ASHCA student who say they are complete with all their coursework?
Send to Lori C, Nicki and Sarah Resor for review.
How many versions of Moodle are there?
BONUS: How can you tell them apart?
2
BONUS: mcm vs. mwp
TRUE or FALSE
Clicking the "Calendar" button is BAD and causes a lot of heartache.
100% TRUE
What is the difference between Education Verification requests & Enrollment Letter Request?
Ed. Verification - comes in the form of call or form needing completed. Don't forget we ALWAYS need a signed consent from student for these.
Enrollment Letter - goes to Nicki and is created off of requested for community resources for students (ex. food stamps, childcare, etc.)When submitting an Admin WD, what is the name of the form you need to complete and send with the request and All Grades?
DEAC Refund Calculation
A student lets you know their grades from a Cengage assignment are not showing in Moodle. You pull their All Grades Report and see that it's missing, but it's showing in Cengage. What do you do?
Submit a Cengage Recalculations request (can be found in Internal Templates)
How many points are discussion forums worth in total?
48 points are awarded which equals 100% on their grade book.
(16 points for original post, 16 points for each peer reply)
Under which tab can you see if a student has taken an LOA before and if so, what were the dates?
Qualifications Tab
Search for LOA - MISC
How do we request a 3rd attempt for a student's final exam?
In a Final Attempt Request to R. McHenry
A student tells you they recently had a name change. What documents are needed to submit for this request?
Copy of documentation such as: ID, Marriage License, Divorce Decree attached
For MYCCA Students, they must change their name with DEERS first.
We cannot request or accept a copy of a military issued ID.
A student messages you and says the only thing they see on their Dashboard is the US Constitution course. What do you need to do?
*In the instance where there are no program/courses populated on the student’s Dashboard or all programs are listed on the student’s Dashboard*
To: ITSupport
Student name:
RollCallID:
Moodle Username:
Issue present:
TRUE or FALSE
Students are able to take quizzes as many times as they want, and the highest score will always be kept.
TRUE
Where can you find the information on what the student's start date is / was?
The inkwell on the main "form" tab / page
When would you use an Instructor Referral template?
If you are unable to help a student with their assignment, content inquiry, or to explain a grade on a Discussion Forum or assignment.
1.) Content Inq. to Program Instructor, cc Manager
2.) Grade Inq. to Adjunct, cc. R. McHenry
TRUE or FALSE ; You always submit an Emergency Transcript Request for a student
FALSE ; verify that the student completed one at martinsburgcollege.edu first. If they have not, you may assist the student over the phone to complete the form.
A student messages you and says they earned a 43% and a 50% on their recent final exam. What do you do to help them?
Technically, 50% is passing, but if overall course grade is not at a 73% (SAP passing), ask if they would like to re-take the final, submit Final Exam Request.
Can a student make additional posts in their discussion forums to raise their grade for that forum?
Yes, all additional posts are graded unless a student has a 100%, then those posts are graded at a zero.
What do you do when you call a student, and their phone number is no longer working?
1.) Document in contacts your attempted phone call
2.) Document the old number under the "Extra Addresses" tab (under contacts).
3.) Go to Form tab, delete number and/or place a '0' under the phone number
4.) Click update
Name 3 pieces of information that is required on a Withdraw Request
Any of the following:
Funding | Status | Date and Time of Call/Chat/Email/Text/Facebook | Was this request made as a result of an Outreach attempt | Student Name | Students Username | Student’s State | Student’s Time Zone | Phone Number | E-mail Address | Admissions Representative | Student Advisor | Program | Start Date | End Date | Any grade(s) (other than Orientation)? | Number of Courses Completed | Detail of Issue | (Pell,VA,TA) SAP date? | Preferred Dates and Times of Potential Availability | If this withdrawal request stems from an email or chat, copy-paste the email or the chat transcript here:
Who can accept tablet payments and where are they sent?
BONUS: How much does a tablet cost for purchase?
Anyone can accept.
Sent to Isabel Duran, using the tablet payment template.
BONUS: $21.20
You get a message from a student who is struggling with their FAFSA.
Who do you send that to?
Financial Aid Department
Phone: 304-945-0660, option 3
Email: financialaid@martinsburgcollege.edu
What do you need to tell a student who has stated they submitted an assignment over 1 week ago and it's still pending?
1.) You will need to look the student up in Moodle Instructor account
2.) Go to course, then assignment in question
3.) Check to see if their assignment has been fully submitted or is in "draft" mode
If still in draft mode, notify student to click "submit" once more.
If fully submitted, Instructor Referral.
What are some examples of correspondence that needs to be logged in Roll Call as contact notes?
Name at least 3
1.) Anything and everything :)
2.) Any correspondence(s) to and from a student
3.) Any follow-up, such as, interdepartmental requests (ex. outreach to FA, Admissions, Access Request, IT Trouble Ticket, etc.)