Phone Transfer Trivia
What is the first thing to ask when someone calls?
Ask name, whether they are a student or employer, and the specific nature of the call. If employer, clarify what company they are with.
A student comes in asking to meet with a career advisor that same afternoon.
Offer to schedule an appointment for the future or check to see when their advisor's walk-in hours are.
Mallory's supervisor and your second line of report. Manages budget and operations for the office.
Valerie Hodgkin
When you know that you will not be able to cover your shift, what should you do?
Tell your lead SCA and ask for coverage in the group chat at least 2-3 days before.
If it is last minute emergency (less than 24 hours notice), email/text lead SCA and Mallory with a reason why.
What information do you need to include in an appointment request made via Handshake?
Name, student ID #, KSU email, phone number, major, reason for appointment, your initials and the date
If an employer is on the line and you cannot answer their question, who do you transfer them to?
Employer Relations Line (Ext. 2724)
A student comes in for an interview with an employer.
Have them sign-in on the iPad and check "Interview Schedule."
Mark their name on the physical copy.
Make sure to collect a pink sheet from them before they leave.
Which items do not fit SCA dress code?
Sweatshirts
Department Polo
Tennis Shoes
Jeans
Slacks
Short Dresses/Skirts
Visible Facial Piercings
Sweatshirts, tennis shoes, jeans, short dresses/skirts, visible facial piercings
An alumni calls asking if they can use Handshake for their job search.
Ask if they have activated their alumni account in Handshake. If not, refer them to the form found in the alumni section of careers.kennesaw.edu.
A student calls asking you to review their resume on Handshake.
Even if out of order, review that individual resume with the student on the phone and approve or decline as needed, giving feedback before hanging up.
A student walks in and asks if we have a quiet space for them to complete a phone interview in.
Check the OCR calendar to see if there are employers currently using the interview rooms (or using them at the time requested by the student).
If the rooms are free, direct the student to these rooms for their interview.
Robin Knight
What are the steps to open the office in the morning?
Clocking in, turn on lights, unlock front doors, log into computers, turn phones off of busy/LiveChat on, make sure iPad kiosk is up and running
An employer calls asking to recruit a student intern from KSU.
Ask if they have been set up in Handshake yet.
If not, explain what Handshake is, and tell them that is where they can post jobs/internships.
Direct them the Employer section on careers.kennesaw.edu where they will find instructions on how to make an account in Handshake.
Give them the ER extension (2724) for them to call with any issues.
A student calls saying that they are not able to make an interview that was scheduled with an on-campus employer for later that day.
Tell them that they will note their absence, but due to the late notification, they should expect to hear from Robin Knight about our department's No-Show Policy.
A student walks in with a resume to be critiqued.
Ask if the student would like an in-depth resume review with their career advisor or a basic critique from you (SCA).
If they are okay with basic review, use the rubric to give suggestions about their resume. You may also use the criteria from the older/stricter resume rubric to make suggestions. Always suggest that they schedule an appointment anyways.
Our alumni and student-athlete CIA and NSLS point-of-contact.
Michael Dutcher
What are the steps to follow for closing up the office?
Shutting the lights out, logging out of the computers, locking the front doors, turning LiveChat off, clocking out
Someone calls and asks to post a job for a personal nanny on Handshake.
Refer them to KSU's school newspaper, The Sentinel. They can place a classifieds ad there, as Handshake is not for personal ads (babysitting, personal tutoring, petsitting, etc...)
Someone calls asking to speak to a specific staff member.
Ask their name, whether they are a student or employer, and the specific nature of their call with that person.
If a student is asking to speak with their advisor, refer them to their email address. Students need appointments to talk to advisors.
If it is another situation (employer, KSU faculty, etc...), ask to put them on brief hold and check career_services calendar for that person's availability. Tell caller that you will try to transfer them and dial the correct extension. If staff member picks up, say your name and the info that you already gathered about call before transferring. If they do not pick up, return to caller and ask if they would like to leave a message or email the individual. For a message, transfer them back to the extension and hang up after 3 rings.
A student walks in saying they have an appointment with an advisor.
Tell them to sign in on the iPad.
Ask which advisor they are meeting with and the time of their scheduled appointment.
Call that advisor and let them know that their "__ o'clock" appointment is there, even if the student is early or late.
Our department's Executive Director. You may receive calls for her from other KSU faculty/staff.
Ana Baida
When you do not know how to answer a question (phone, LiveChat, walk-in, etc...), what steps should you take?
1. Notify whoever is asking that you are checking for them (place on hold, ask them to wait a moment, etc...)
2. Use your resources first: emails with information in them (from Mallory, in career_services), our website, handouts at the front desk, map, Handshake
3. If you cannot troubleshoot yourself, ask Mallory first, then Valerie, THEN another staff member. If they are not available/don't know the answer, give them the careerctr@kennesaw.edu email address or take a message and tell them someone will call/email them. Give Mallory those messages.
Name the correct advisor for each appointment type below:
-Alumni
-Mock Interview
-A student writing a resume for the first time
-Co-op/Internship help
-A student switching majors
-A student-athlete
-Alumni: Michael Dutcher
-Mock interview: The correct AD for the student's major (Karen, Tarrance, Krysta)
-Resume writing: The appropriate CIA for their major
-Co-op/Internship: Assigned CIA
-Switching majors: The CIA assigned for their current, pre-switch major
-Student-athlete: The CIA for their specific major; Michael if they specifically request him