Frontline
How do you search for a Guest Teacher on Frontline?
Click 'Find Substitute' and type in part of the or the whole last name.
In order to send a text, what must be tagged in the ticket?
'Text'
Who are Kokua's customers?
Guest Teachers & schools.
What tracker would you open to find deactivations?
The HR Tracker (Deactivations tab)
What is Kokua's former name and when was it changed?
Charter Substitute Teacher Network, Summer 2019.
What are necessary pieces of information needed to create an absence from the Org User (Ops Team Member) perspective?
1) Name of absent teacher (employee)
2) Date(s)
3) Half day/full day
4) If there is a specific GT requested
What is a macro?
Macros are pre-made communication templates that can be used at a click of a button on Zendesk! Personalization, tags, submission, and messaging pre-populates.
Which of these is the correct way to write Kokua's name for subs when speaking to End Users?
1) GT
2) guest teachers
3) Guest Teachers
#3! Guest Teachers. The 'G' and 'T' should be capitalized.
Which team most frequently uses the school contacts sheet?
Payroll uses it every 2 weeks to invoice schools. The Operations team uses it as needed.
What is a Non-Work Day (NWD) and where is it indicated?
A NWD is a day that a Guest Teacher is not available to work. A GT would add this day on Frontline.
What does it mean to split an assignment and how do you do so?
Splitting an assignment is necessary if a GT has accepted a multi-day assignment and has an emergency cancellation for one day of the assignment. A multi-day assignment has not been filled and you would like to split it off for fulfillment on a day to day basis to ensure coverage.
To Split an Assignment
Enter the confirmation number for the assignment
Click ‘Split”
Select box under “Split Individual” for the date that you would like to split from the original assignment
Check the box marked “Remove Substitute from new Absence” to remove GT from the assignment you are splitting.
Click “Split”
What is the correct use of submitting a ticket as pending?
What are 4 of the competencies related to customer service?
Tone and Language
Response Time
Accuracy of Information
Empathy
Format (Professionalism)
Spelling and Grammar
Consistency
Expectation Setting
Attention to Detail
Knowledge of information and systems
Attention to detail
Clear communication
Timeliness
Responsiveness
Patience
Sensitivity
desire to understand where the customer is coming from
builds meaningful relationships quickly
Effective listener
Sense of urgency
Dependability
Grace under pressure
Accountability
Relentless in finding information
Name 3 pieces of information you can see when reviewing the GT Scorecard.
1) Incidents
2) Late Arrivals
3) Cancellations
4) Birthdays
5) Proactive Engagement
6) Active/Inactive status
7) Previous communication dates + ticket #s
What is the school cancellation policy if a school cancellations at 8:15pm the night before an assignment?
If a school cancels after 8pm the day before a request:
Inform the CU (via Zendesk Macro) that we will try to reroute the GT to another campus and remove the request if possible.
If we can’t reroute the GT, we inform the school that they will still be invoiced and clarify if they still want the GT to arrive as they could use the GT in another classroom or for office support.
What is the purpose of the absence/vacancy log?
It tells you who entered the assignment into Frontline and at what time and also if any changes have been made to it. You will typically use this log confirm when assignments have been created and when/if a GT takes it. You can also see who made an edit to the assignment which is useful for follow-ups.
What is the difference between a public reply and an internal note?
Public Reply: response to an End User via text or email
Internal Note: notes on a ticket for internal use. Additional team members may be tagged and will receive notification.
What is the typical expected response time for End Users during working hours?
All responses after morning dispatch and during work hours should be within 2 hours. All dispatch related tickets should be answered within 15 minutes during dispatch hours (6-9AM). All non-dispatch related tickets from 8pm-9am should be responded to by 11AM. Tickets are not just responded to, but the action items from the ticket are complete on the spot (with minimal exception).
What day of the week is the Engagement Tracker updated on? And what GT policy does this impact?
Thursdays. Guest Teachers must work a minimum of 2 days/week.
What are the 12 cities Kokua provides high quality Guest Teachers in?
-NYC
-Philly
-Austin
-Houston
-El Paso
-Baton Rouge
-New Orleans
-San Antonio
-Permian Basin
-Dallas/Fort-Worth
-Rio Grande Valley
-Chicago
-Denver
How do you find a GT's preferred and excluded list?
Navigate to the GT's profile. Click on the 'Preferred Substitute List' tab. View the checkboxes to see where a GT is excluded and preferred.
What is the Unassigned Ticket View?
If we receive an email or text from someone who is not added as an end user, sometimes this can get sorted into the Unassigned Ticket View.
As a daily procedure, scan these tickets to ensure that none are for your region.
If there is no Group designated, that means this individual does not have a Region listed in the End User profile and it needs to be added to ensure this email is sorted to the right group
What piece of information needs to be shared with End Users when they answer the phone when we call them during our greeting?
The call is recorded.
What does ACOT stand for?
All City Onboarding Tracker
What are 3 types of GT Engagement Events Kokua hosts?
1) Meet & Greets
2) Resume workshops
3) Webinars
4) Free City Events (meet ups)
5) Book/Article Discussions