EP Management 101

EP MANAGEMENT 101 The Complete AIESEC Guide Series

AIESEC UAE - 1819

Dear National Plenary, In the efforts of shedding light on the importance of our work and the largest youth leadership development organization, we have decided to create this guide that you can use for your every day operations.

Enabling someone to go on exchange with AIESEC is something beautiful that will change their life and yours, but there is a tight process that we need to follow in order to ensure everything will run smoothly, and within the desired time frame.

Here, you’ll find all the necessary information that takes any AIESEC UAE member to send someone on a Global Volunteer Program!

We’re counting on YOU to make the most of it!

MC Glasses - AIESEC UAE 1819

TABLE OF CONTENT

- The Job Description - EXPA – Where the Magic Happens - Consideration – All Leads Nurtured - Preparation – What is Needed from You?

- Experience - Let the Adventure Begin - Post-Experience – Let’s Showcase!

- Congratulations!

WHO IS AN EXPERIENCE MANAGER? An Experience Manager “EPM” is the main responsible for the Experience the Exchange Participant has during his/her engagement with AIESEC. The EPM is responsible of all the aspects of the experience the Exchange Participant is going to have, from the moment he/she signs up on YOP, until coming back. The Job Description of the EPM includes:

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Provide the needed Support and Relevant Information about AIESEC for the EPs from the moment they Sign Up.

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Guide the EPs in finding relevant opportunities and projects to apply for, while Lead Nurturing them and aiding them with the Selection Process.

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Help them complete the whole process of getting Accepted, Approved and Realized on EXPA, and help with all their logistical needs.

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Follow up with the EPs once they are abroad, and make sure that they are receiving all the Exchange Standards and they are having a Quality Experience.

REMEMBER THE CUSTOMER FLOW! Your role as EPM can be identified easier if you take a closer look at the AIESEC Customer Flow!

There is a list of specific tasks that you need to fulfill based on each stage of the CF, starting from Consideration, where the EPs are still deciding if they want to go for an experience abroad with AIESEC, passing by Preparation and Experience, until the Post Experience, where they are back in the country.

There also multiple strategies that can be applied, in parallel with the needed tasks, so that the outcome is focused on being Customer Centric.

WHERE THE MAGIC HAPPENS The Website you will be using as an Exchange Participant Manager is called EXPA. It’s the back end of the aiesec.org website.

EXPA allows you to see and manage all the exchange participants that have signed up, see their applications, their statuses and much more.

How do you Log in to EXPA? 1- Make sure you have an AIESEC email Set by your Local Committee Vice President 2- Go to: https://expa.aiesec.org 3- Log in with your AIESEC Email

After logging in to EXPA, go to People I Manage on the Dashboard

This is the List of People where your LCVP/LCP will be adding you as a Manager for the people who signed up

To know more about your Exchange Participant, Click on his/her name to view their Profile Details & Contact Information

Consideration All about Lead Nurturing

CONSIDERATION – ALL LEADS NURTURED When an EP first signs up on aiesec.org, they will be assigned an EP Manager. That’s you! Once you are assigned, you need to start a process called Lead Nurturing.

Your main purpose in the Consideration Phase is to provide all necessary information for the Exchange Participant to Apply for one of AIESEC Projects, through specific communication channels. The Nurturing will allow you to understand what the EP wants, and to provide it for them.

What is Lead Nurturing?

It’s the process of developing relationships with the EP at every stage of the customer flow, and through every step of the journey. It focuses on marketing and communication efforts on listening to the needs of prospects, and providing the information and answers they need.

ALL THE COMMUNICATION CHANNELS THAT YOU NEED!

Emails

WhatsApp

Phone Call

You need to Contact your EP within 24 hours after signing up through E-mail.

You can use the template here: http://bit.ly/basic-EP-email

Send them a follow up WhatsApp message to ask them if any support is needed.

Find some Templates here: http://bit.ly/EP-contact-whatsapp

In case your EP does not use WhatsApp, you can always go the old fashioned way and give them a call to inquire about their Registration.

After contacting your Exchange Participant , Mark them Interviewed and Contacted on EXPA

YOUR MAIN CALLS TO ACTION!

Complete your Profile

Apply to Opportunities

Save Your Spot

Encourage your EP to complete their profile and fill out all their details. After this step, mark your EP as “Interviewed”.

Suggest some opportunities while keeping in mind your EP’s Background, Preference, Interest & Availability.

Encourage your EP to go through the process and get Approved as fast as possible to save his/her spot on the project.

EP STATUSES IN A NUTSHELL Based on your EP Status on EXPA, you have specific requirements that you need to fulfil in order to take them to the next stage, but first, here’s a quick reminder of the different statuses: Applied – APL: EP Applied to an Opportunity on the System.

Accepted – ACC: EP went through the selection process and got Accepted by the Host Entity.

Approved – APD: EP has completed all the steps and they paid the AIESEC Admin Fees.

Realized – RE: EP traveled to the destination country and started working on the project.

What to do in Applied?

What to do in Accepted?

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Contact the opportunity managers in order to get them through the Selection Process and get them Accepted faster.

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Your EP needs to sign the Acceptance Note on the opportunity they are Accepted to.

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Let your EP know which opportunities will be easier for their Visa Process if necessary, so that they can focus on specific opportunities.

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You need to guide your EP to the fill the LDA Leadership Development Assessment on their profile.

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Now final steps before Approval, you EP need to pay the Fees and sign the EP Contract http://bit.ly/EP-Contract.

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Find the Contacts of the Host Entity on EXPA or here Global Contact List.

FEES PAYMENT PROCESS Step 1: Ask your EP What kind of Payment Method would they Prefer:

1- Cash 2- Bank Transfer 3- Transfer by Exchange (UAE Exchange, Western Union, Al Ansari Exchange…etc)

Step 2: Send an Email to AIESEC UAE Finance Manager to Issue an Invoice. Find details here: http://bit.ly/EP-invoice

Make sure to keep track of the invoice and ask your EP to send you the payment receipt once they pay to approve them on EXPA.

YOU HAVE AN APPROVAL! HOORAY! Once your EP pays, you need to mark them as Paid to Approve then Approved on EXPA. The Approval Page is the same as the opportunity page, you just to follow these steps: EP Profile > Applications > The Specific Opportunity > You scroll Down to find the Approval Buttons.

Preparation What is Needed from You

LET’S GET PREPARED FOR THE EXPERIENCE

Once your EP is Approved on the system, they need to start preparing for their experience, from Travel Arrangements (Flight and Visa), to Cultural Preparation, passing by Expectation and Goal Setting.

The purpose of this stage is mainly to show your EP the best way they can make the most out of their experience, and to always keep in mind what type of experience they will be having with AIESEC.

Support & guide the Exchange Participant to prepare their Visa (if needed), Insurance, and Flight Ticket, as well as any advice they might ask for.

Ensure the Host Entity has a prearrival communication with your Exchange Participant about: Visa Support, Job Description, Accommodation, Preparation, and Working Hours.

Host an Outgoing Preparation Seminar for your Exchange Participant where you will prepare them for the experience & set their expectations.

OPS: http://bit.ly/2Uo3EVw

IT’S ALL ABOUT QUALITY EXPERIENCES In order for us to count an Exchange Experience successful, we need to make sure that it fulfills all the Standards set by AIESEC. If any of the 16 Standards (except Number 8,9,12,13) are not fulfilled, the experience is not counted as an exchange.

Your role as EPM is very simple: - Make sure the EP is receiving all the Standards from AIESEC UAE as a Home Entity (1, 2, 3, 6, 14).

- Make sure the EP is receiving all the Standards by the Host Entity (All the Rest).

Here is a link to understand more in details: http://bit.ly/AIESECES

Experience Let the Adventure Begin!

YOUR EP IS ON EXCHANGE, BUT GUESS WHAT? IT’S NOT CHILL TIME FOR YOU! For an experience to go smoothly and successfully, you need to Track It! It’s your responsibility to make sure that even from a different country, you are able to support and help your EPs if they ever need you.

You are also required to stay connectd with the Host Entity as well, so that you can coordinate if anything happens.

WHAT ARE YOUR RESPONSIBILITIES WHEN YOUR EP IS HAVING THEIR EXPERIENCE ?

1- Weekly/bi-weekly check-ups with regarding the Experience in general.

EP

2- Weekly/bi-weekly check-ups with the Host Entity regarding the EP. 3- Ask the EP for pictures and videos during the experience.

4- Follow up with the Host Entity to make sure all standards are delivered.

Post-Experience Let’s Showcase!

YOUR EXCHANGE PARTICIPANT IS BACK!

And yes, your job is not over yet. Once your EPs comes back to the country, you need to follow-up with them, and go through a small list before everything is set!

The main purpose of this stage is to listen to how the Experience went, and collect feedback. It is also a great opportunity to actually offer other opportunities for your EPs, going for another Experience, going for a Professional Experience, or even Joining AIESEC UAE as Members, to do same as you, and send people abroad!

YOUR MAIN CALLS TO ACTION!

Have a Debrief

Story Collection

Standard Survey

Part of the Standards, you need to meet your EPs and have a discussion with them about the experience as a whole.

Check Link: http://bit.ly/2C6OhcN

Take all that you can! Pictures, Videos, Articles, Quotes. All this content will be needed to attract more young people to have the same experience.

Last phase, help your EPs take the Standards Survey, so that they can tell us more about the logistical part of the experience and get their AIESEC Certificate!

Congratulations!

You have enabled a young person to get out of their comfort zone, contribute to a better world, and develop their leadership qualities!

AIESEC ACRONYMS EP: Exchange Participant EPM: Experience/EP Manager @: AIESEC XP: Experience MC: Member Committee LC: Local Committee LCP: Local Committee President VP: Vice President EB: Executive Board TL: Team Leader

AI: AIESEC International OC: Organizing Committee NST:National Support Team EP: Exchange Participant OPP: Opportunity TM: Talent Management BD: Business Development LB: Leadership Body YOP: Youth Opportunities Portal (aka aiesec.org)

USEFUL LINKS About the Customer Flow: Here About the Global Volunteer Program: Here Customer Flow Hub: Here AIESEC Standards: Here Exchange Standards Hub: Here Operations Management: Here Story Collection GCPs: Here You might need access to the AIESEC Hub in order to get the above documents, if you don’t have it already, please get in touch with your LCP or MCVP TM.

Thank You! The Complete AIESEC Guide Series

mc.uae@aiesec.net