On-‐Call Policies and Procedures
Table of Contents
ü On-‐Call Advisor o What is an on-‐call advisor? o When to use an on-‐call advisor? o When not to use an on-‐call advisor? o Who is the on-‐call advisor? o How to alert the on-‐call advisor? ü SARS Grid Drop-‐In o What is SARS GRID Drop-‐In? o Why do we use Drop-‐In? o When should administrative staff use Drop-‐In? o When should administrative staff not use Drop-‐In? o When should advisors use Drop-‐In? o How to use Drop-‐In?
On-‐Call Advisor
What is an On-‐Call Advisor? An on-‐call advisor is an academic advisor who is responsible for meeting the needs of students who do not require an academic advising appointment. This also includes questions and or concerns from the general public. ***General Public/Guest refers to faculty, staff, parent, and other non-‐Texas State students. Individuals with out a Texas State student ID. When to use an On-‐Call Advisor? “On-‐Call” duties include: • Responding to student walk-‐in general questions that are not requests for an appointment • Responding to student advising phone messages that are not requests for an appointment • Responding to the PACE Advising email January 8, 2014
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• •
Responding to walk-‐in questions from the general public Responding to phone messages from the general public
Examples of general questions/topics/reasons administrative staff should refer to the on-‐call advisor include but are not limited to: • Any time a student has a question over the phone or in-‐person • Someone other than the student calling or in-‐person • Other Texas State Departments with questions calling or in-‐person • If you are unsure if an appointment should be scheduled • Angry and/or crying person • Questions about University policies, procedures, or resources • Perspective student and NSO concerns • Registration concerns: closed classes, registration errors, adding or dropping a course, access times, holds • Academic dates or deadlines • General questions about transcripts, core, or majors • General questions about academic probation or suspension • Withdrawing from the University • FERPA questions or concerns Administrative staff should not attempt to answer question for students if it is outside of making an academic advising appointment. When not to use an on-‐call advisor? • Any time a student needs/requests an appointment. o When a student has specific questions about their degree plan/courses o When a student needs to change his/her major o When a student needs to have paperwork filled out or signed Who is the On-‐Call Advisor? • You can identify the on-‐call advisor by using SARS Grid. • The advisor’s column will be marked with “ON CALL” • There will be two advisors on-‐call during the work-‐day (8:00am-‐12:30pm and 12:30pm-‐5:00pm). How to alert the On-‐Call Advisor? • Alert the on-‐call advisor to a phone or in-‐person contact via SARS Drop-‐In • The on-‐call advisor will call them back or attend to them in the lobby o Do not send an instant message o Do not call them on their direct lines o Do not create a paper message to attach to their door o Do not physically go locate the on-‐call advisor unless it is in the case of an agitated or distressed person. If you cannot find the on-‐call advisor January 8, 2014
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please alert the PACE academic advisor II (Claudia L. Trevino) or the PACE advising director (Angie Barrera).
SARS GRID Drop In
What is SARS GRID Drop-‐In? • The SARS Drop-‐In is a feature that allows individuals to add and delete students and guests from a list. ***Guests are general public. Why do we use Drop-‐In? • Allow for increased communication between the front desk administrative staff and the on-‐call advisors • Document PACE Advising phone and in-‐person contacts with students/guests • Collect PACE Advising data on phone and in-‐person contacts with students/guests When should Administrative staff use Drop-‐In? • Alert the on-‐call advisor to return a call to a student/guest • Alert the on-‐call advisor that a student/guest is waiting for assistance in the lobby ***Administrative staff will not use PACE Advising Drop-‐In to document their returned phone calls or in-‐person contacts. When should Administrative staff not use Drop-‐In? • When the student is not a current PACE cohort student (refer them to the correct center) • When a student wants to schedule an advising appointment • When a student wants to be advised and discuss their specific degree requirements (schedule an appointment) • When a student wants to change their major (schedule an appointment) • A student needs paperwork filled out or signed (schedule an appointment) • A student/guest wants to speak to a specific academic advisor. o Transfer the call to the specific advisor. o DO NOT BLIND TRANSFER! § If the specific advisor picks up, give them the caller/guest information. § If the specific advisor does not pick up: • Offer the specific advisor’s email to the person so the student may contact the advisor via email. January 8, 2014
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When should academic advisors use Drop-‐In? • PACE Advisors will be responsible for the Drop-‐In during their on-‐call • PACE Advisors can add students to the Drop-‐In list to document any time they assisted a student outside of an on-‐call or scheduled advising appointment.
How to use Drop-‐In
1. Log in to SARS Grid 2. On the SARS Menu, click Drop-‐In
3. The screen you will log in to will be the following
a.
e.
d.
c.
b.
a. List of students/guests: When students/guests are entered they will be listed here January 8, 2014
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b. Location: Be sure it lists UC-‐PACE c. Date: Verify that it is the correct date d. Views: There are two views: i. Waiting: students that are still waiting to be assisted ii. Show All: all the students for the day e. Add: Used to add a student/guest to the Drop-‐In list of students/guests 4. To add a student to the Drop-‐In list of students click <Add> and the following screen will pop up. You will need to enter the students ID to populate the student’s information. a. If the student has not been entered into SARS before, you will need to populate the following fields: i. ID ii. NAME iii. Contact Phone iv. Reason code (PHONE CALL or IN PERSON) v. Comment 5. To add a guest to the Drop-‐In list click <ADD> and the following screen will pop up. You will need to change the ID field. a. Select <alt, fn, F9> twice to change the ID field to Guest ID b. Select <alt, fn, F7> to auto-‐populate a Guest ID. c. You will need to populate the following fields i. NAME ii. Contact Phone iii. Reason code (PHONE CALL or IN PERSON) iv. Comment
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6. Reason Codes: you will need to select a reason code. There are only two options you can use in Drop-‐In: a. PHONE CALL (only used in Drop-‐In, it should never be used for a scheduled appointment) i. If the on-‐call advisor needs to return the students phone call. ii. If the advisor assisted the student via telephone b. IN PERSON (only used in Drop-‐In, it should never be used for a scheduled appointment) i. If the on-‐call advisors needs to come to the lobby to talk to a student. ii. If the advisor assisted the student in person but not during a scheduled appointment. 7. Comments: You will need to enter pertinent, professional and appropriate comments about the student that the advisor would need to know. Avoid descriptions of the student. Describe the question/concern instead.
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DO NOT USE USE Angry with his appointment Concerns about his appointment Clueless on how to register Questions about registering Hates his roommate Questions about residence life Is going crazy Personal concerns 8. Advisor: There are two options you can use c. Next: for the on-‐call advisor d. Advisor Name: for a student that the academic advisor has assisted and would like to document 9. Commit Drop-‐In: After you have finished filling in the required fields this button will add the student to the Drop-‐In Waiting list. 10. Once you have committed the Drop-‐In the student will appear on the Waiting List.
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***Notice the Check-‐In Time and the difference between a guest ID and a student ID
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11. After an advisor has assisted or is going to assist the student (when multiple advisors are assisting in Drop-‐In), the advisor should click on the student’s name in the Waiting list and select <OK> in the Drop-‐In Appointment Information screen to move the student from the Waiting list to the Show All list.
A01234
BOBCAT
123-‐456-‐7890
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11/11/1991 123-‐456-‐7890
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A01234 BOBCAT
***Notice the Advisor and the Time Serviced
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