Scenarios
A student walks in looking confused and unsure where to go.
Greet them and ask how you can help
This is what you provide when a student asks where a classroom or office is.
directions
This tone should be used when greeting every student.
friendly and welcoming
These must be tracked when students enter and leave the tutoring center.
Sign-ins and sign-outs
This team member is one of the outgoing and loves meeting new people.
Cece
A student is upset about a long wait time for tutoring.
Acknowledge their frustration and calmly explain the process
If a student has questions about financial aid, you send them here.
SSB
This is something you should NEVER say to a student
anything dismissive or unhelpful ("that's not my job")
These are specifically assigned and monitored to manage student usage.
study rooms
This team member is known for her artistic ability and creativity.
A student asks for help with something outside your department.
refer them to the appropriate campus resource
This is the difference you use to help explain between math lab and tutoring.
Math lab hours are required for the lab credit in developmental math courses
When a student is frustrated, this is the first thing you should do.
listen and acknowledge their concern
These items are checked in and out for student use.
calculators and laptops
This team member is known for her sarcastic sense of humor and never hesitates to say exactly what’s on her mind.
Alanis
A tutor hasn’t shown up and students are waiting.
notify a supervisor and communicate updates to students
A student tells you that they are having issues contacting their professor, you send them here.
campus support hub
This skill helps you manage multiple students while staying calm and professional.
multitasking
This is something you must complete when a calculator is returned late.
fine waiver form
This team member stands out for her maturity, straightforwardness, and strong sense of professionalism.
Stephanie
A situation escalates and a student becomes agitated or unsafe.
escalate to a supervisor and call security if necessary
When you’re unsure where to send a student, this is your best next step.
ask a supervisor or find accurate information before directing them
This is the key to making students feel respected and supported at the desk.
active listening and clear communication
This is the primary role the welcome desk plays in the overall student success experience.
serving as the first point of contact that connects students to support
This person works behind the scenes to support the team’s success and create opportunities for growth and connection.
Amanda