You're Here for What?! (Services + Scenarios)
Scenario Prompt
A student walks in and slowly comes up to the front desk, without saying a word. They look like they won't talk first, so you have to break the ice. You greet them by saying:
1. Hey, I'm ___, how can I help you?
2. Hi, are you here for tutoring? *Pause* Are you here for Academic Coaching?
3. Hey, how are you?
UTS offers three kinds of tutoring services: Appointment, Drop-In, and LEAD.
A student comes in and says, 'I'm here for math tutoring, with Little Susie'. It's a Wednesday, somewhere between the hours of 9:00am-4:30pm.
(In the perfect scenario) They are coming in ____ tutoring.
What is appointment-based tutoring?
*Some students don't know what's happening. Like at all. If they are coming during appointment hours, try to check them in that way. TracCloud will tell you one way or another if they are correct.
*Drop-in tutoring begins at 5:00pm. When students become a regular for drop-in, they might ask about a tutor by name (as in if they are there that night).
This item should be worn at all times during your shift to represent both the SLC and the University.
What is an FDA Name Badge?
This pledge is a fundamental part of the University’s Academic Integrity Code, emphasizing the commitment to academic honesty.
What is the Honor Pledge?
Appointment based tutoring be conducted _____ or ______.
What is in-person and online?
Appointment-based tutoring happens between:
M-Th: ___am to ___pm
Friday: ___am to ___pm
What is 9am to 4:30pm, and 9am-2:30pm?
*BONUSSSSS DOUBLEEEEEEE*
Behavior and Conduct:
The use of profanity, distasteful humor, and other offensive language is classified under this type of behavior.
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Personal phone calls and texting should not occur while performing this task.
What is inappropriate language and behavior?
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What is checking in students?
Sharing specific names of students who attend tutoring sessions is prohibited under this law.
What is FERPA (Family Educational Rights and Privacy Act)?
LEAD tutoring is specifically for _____ and ____ courses.
What is Physics and Chemistry?
This program supports students on probation who are in University College (undeclared majors) by helping them achieve their academic potential and build resiliency.
What is the Academic Resilience Program?
If you need to call-out a shift (outside of a personal/family emergency), this much notice is required.
What is 24 hours?
If a professor wants to use tutoring attendance for extra credit or a grade, they must add this to their syllabus.
What is a disclaimer?
If a student shows up more the ___ minutes late for an appointment, they have to reschedule.
What is 15?
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*For coaching appointments: after the 15 minute mark, coaches can't wait for the student any longer. You'll have to inform the student that they need to reschedule/email their coach.
*With tutoring: after the 15 minutes, the appointment is considered missed and the tutor does not have to stay. Even if the tutors were in the space and the student winds up showing, they don't have to continue the appointment.
Academic Success Coaching
Students in Academic Resilience I can schedule coaching appointments using this system.
What is TracCloud?
This example greeting can be used when welcoming someone to the Student Learning Center.
What is
-"Welcome to the Student Learning Center. Is there anything I can help you with?”
-"Hello, how are you?"
-"Hi, is there is anything I can help with?"
If you witness any academic integrity violations, you should report them to these individuals.
Who is the Tutoring Coordinator?
*BONUS DOUBLEEEEEEEEE*
Two Scenarios
Situation A: A student's parent emails/calls you. They try to make an appointment on behalf of their child.
Situation B: A professor wants to know if a student has attended tutoring.
Why is this inappropriate or how might this go against FERPA?
What is 'they aren't the student'/'the student needs to give permission'?
a. The student must make the appointment. (Certain students might show up with an adviser or some sort of support person, but again, the student needs to be present and a part of the process.)
b. In general, if a professor is interested in the students attending tutoring, they need to submit a request form.
*The exception to this rule are professors who have a disclaimer in their syllabus that tutoring attending can be used towards extra credit or a grade. How they would get this information would be in Libby's realm.*
This person deals with general tutoring. If there needs to be a clarification on tutoring services that can't be answered by the FDAC, you should talk to ____.
What is Libby?
If you notice tutors, students, or staff coming in often, you should take this action to personalize their experience.
What is greet them by name?
This type of option can be provided to make tutoring services more accessible to students./We offer ______ and in-person appointments.
What is an online?
*If a student ask for you to assist them with scheduling an appointment (in-person, email, or phone call), make sure to highlight if there are online slots.*