Initial Outreach
Concerning the first attempt, inquiries should be addressed using these types of outreach and within this time frame.
What is an initial call and email within the same business day?
This section of a Re-Engagement case will be used to keep track of student progress using the Re-Engagement Case template.
What is the comments section?
Re-Engagement Cases and Notes should be up to date in accordance with this document.
What is the Re-Engagement Case Guidelines document?
After initial contact, a student should be followed up with using these methods at this frequency.
What is via phone and/or email, based on student preference, every two weeks?
This expectation, at this percentage, is shared responsibility across the Re-Engagement Team and should be balanced among your other priorities.
What is 60% availability?
Concerning the second attempt, students should be outreached using these methods within this time frame.
What is phone and email outreach within one week of the first attempt?
Concerning the Re-Engagement case, this information is to be kept up to date at all times.
What is all student communication, change of start date and new template information?
Concerning funnel management, this action should be taken by the end of Week 3 to prepare for the next term start.
What is make sure all students registered for that term are moved from "Future Enrolled" to "Re-Engagement Enrolled - Outreach Needed" with a Status Reason of "New"?
If your first attempt at following up with the student was unsuccessful, you should outreach the student using these methods within this timeframe.
What is using the appropriate method within two weeks of your first attempt?
If there is prior connection with the assigned advisor, support the student in the moment and take the following steps to loop in the assigned advisor.
What are sending an Outlook email to the assigned advisor, updating the Re-Engagement case to reflect any change of progress, and updating the Re-Engagement case notes?
Concerning the third attempt, students should be outreached using these methods within this time frame.
What is phone and email outreach within two weeks of the second attempt?
The "Next Steps" Section of the template should include this information.
What are any student and advisor action items that are pending completion?
These tiles will be empty when all situations are resolved.
What are My Re-Engagement Transitioned Cases, My Students with No Re-Engagement Cases, and My students with Open Admission Opps?
On this attempt, if unsuccessful, the advisor will send the "goodbye" email and set the Re-Engagement Case to "pending"
What is the second attempt?
Planned PTO Preparation Expectations
What are: Entering all PTO in Webstation, and Workday. Resolve any emails/cases that were assigned prior to noon on the last day in office, connect with a specific peer about unique situations, employ an automatic response in Outlook using the provided template, add time off to OOO calendar in Teams, and set up subscriptions for the OOO group to receive emails and cases at 8am ET.
If you do not reach the student on this attempt, send the “goodbye” email and set the Re-Engagement Case to “Pending Re-Engagement.”
What is the third attempt?
The "Engagement Timeline" Section of the template should include this information and should be in this order.
What is a list of each interaction with the student, the date of the interaction, and any important takeaways, with this information being prioritized where the most recent interactions are at the top?
This tile should be cleared out at least once a week.
What is My Pending RE Cases to Re-Assign tile?
Once the preview period opens (2 weeks prior to term start), outreach all students registered for the upcoming term via phone and/or email, based on their preference.
What is Pre-Term Outreach?
When you receive an email from a student assigned to another advisor, what responsibility you would have and explain the steps you will take if the student replies and the advisor is still OOO as well as the steps you would take if the advisor is back in the office.
What is taking responsibility for the student as I would my own, and if the student replies and the advisor is OOO, I will continue to support the student; if the student replies and the advisor returns to the office, I will reassign the email to the assigned advisor?
These steps should be taken when a student with an initial inquiry has a Credit/Collections/Financial Hold.
What is one outreach attempt unless the information in the inquiry indicates additional outreaches are necessary, send an email with contact info for the Credit Office, and set the RE case to "pending"?
You will take these steps in a student's Re-Engagement case when you begin working with a student.
What are: Insert a new template and complete any applicable fields or clear out any inaccurate prior information, including the "Engagement Timeline," and ensure the "Future Term Desired" field contains the student's projected return term.
These tiles should be resolved on a daily basis.
What are My Re-Engagement Transitioned Cases, My Re-Engagement Other Cases Statuses, My Students with No Re-Engagement Cases, and My Students with Open Admission Opps?
Explain the steps associated with Non-Par Outreach.
What are call all students who have not yet accessed their course by EOD on Thursday of Week 1, and by the end of Week 2, call all students who were non-par dropped to learn their plan moving forward and if unable to connect, send non-par drop follow up email and set the student's Re-Engagement case to "pending"?
The 6 aspects of Registration Considerations
What are: advisors should be aware of a student's funding plan, follow the course acknowledgment process for Military Benefits students, ensure all students are registered for at least half-time status, send a follow-up email to the student with pre-term information, adjust the Re-Engagement case status to "RE Enrolled Outreach Needed", and update Re-Engagement case notes.