New Hire 101
What are the department expectations for Talk Time, Dials, and Top 50?
3:30 TT, 80 Dials, 95% Top 50
What is the outreach expectation when a student is already on LOA?
Calling at least 1x biweekly, everyday until return is confirmed (2 weeks prior to loa return)
3 (1 per term)
By what time should you have your initial LDA outreach completed by?
2pm for All LDA's - within first 2 hours of shift for all double digits (notes must be put in )
Text, dont call
How long do you have to close out an open call back?
48 hours (unless its the weekend, 72)
If a student on LOA states that "they need more time." When does the LOA extension need to be completed by?
Sunday prior to LOA return.
Which of these is NOT considered to be an ADR student?
* Retake 2
* MTF Warning
*Post Appeal
*Suspension AY2
* Current Appeal
MTF Warning
Why is it important to write detailed and accurate notes? (HINT: 2 reasons)
1. Legal / compliance reasons
2. To recall information from previous conversations
This team member once belonged to a club called "The Bougie Bear Crew."
Rebecca
True or False: If I call off on Monday, but make up that time on Saturday it is not considered to be an occurrence because I made up the time.
False
Who should you speak with PRIOR to sending an LOA to a student?
Rebecca
How do you calculate POP
Credits earned / Credits attempted
What are the two MAIN KPIs that are taken into consideration when determining top advisors / glass winners?
Budget & Pillars
What advisor on our team used to work in Admissions?
Yida
What is considered to be an occurrence? (HINT: 6 )
* Early Out (even 1 min prior to shift end, unless approved)
*Early In (unapproved)
*Call Outs
*Late Lunch
* NCNS
* Tardy (after 7 min grace period)
What information do you need to know prior to speaking with mgr about a potential LOA? (HINT:5 things)
1. Why do they need an LOA
2. How long does the LOA need to be for?
3. How will this LOA positively impact the student situation
4. How will an LOA impact the students school status. (ex: FAW, Potential Appeal, Post Appeal, etc.)
5. Have we explored other options first?
What are the 3 main talking points for an FAW call? (per the call guide)
1. Upcoming SAP class review/ importance of meeting requirements per school status
2. Consequences of not meeting SAP and positive consequences if they do meet SAP
3. Grades needed to meet SAP requirement
Where can you view your current budget? (AKA your outs for the month) HINT: 2 possible answers
1. CPP (in shield)
2. Performance review (through strategy details in shield)
What is the name of Shannons dog?
Zaxter
what is non compliant about this statement?: Stu states: "This laptop that you sent me is junk, it doesn't work and its your fault I am failing." Rep states: "Im not sure why you are complaining, you were sent a free laptop. Maybe its a little slow, but you should have been prepared to take online classes. It sounds like you are making an excuse if you ask me."
"free" & negative comments
What is the process for putting someone on ELOA (HINT: 4 steps)
1. speak with a manager about the situation
2. send the comm hub email for ELOA (idash activity is automatically triggered)
3. Send ELOA document (start date is same day, return must be on cohort)
4. Add calendar invite with due date to mgmt
True or False: If a student does a program transfer, they are no longer a liability for me once they are moved into their new advisors name
False
What is the difference between a WD and a DM?
WD= student left voluntarily. (LDA out, VWD, LOA no return)
DM= student left involuntarily due to academic reasons. ( ADR out, Appeal no sub, SH Expulsion)
Which 2 advisors on our team used to work in Career Services?
Jaynaya & Bisi