PACE Advising Center Front Desk Policies and Procedures
Front Desk Policies and Procedures TABLE OF CONTENTS • SARS GRID POLICIES • WHO DO PACE ADVISORS SEE, WHO DO PACE ADVISORS NOT SEE • SCHEDULING APPOINTMENTS • More information about SCHEDULING APPOINTMENTS • ON-CALL ADVISING • CHECK-IN PROCEDURES • AGITATED AND/OR DISTRESSED INDIVIDUALS • APPOINTMENT SCHEDULING QUICK GUIDE
NOTES:
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PACE Advising Center Front Desk Policies and Procedures The following information is to clarify the Schedule Codes for PACE advisor schedules.
SARS GRID POLICIES • Only book appointments on <OPEN> SARS Grid slots. • <SPOP> SARS Grid slots are for Music students, see Fine Arts appointment policies. • <BAR> SARS Grid slots are for BAR program appointments only, see separate training. ***ADMINISTRATIVE STAFF: Do not make changes to the advisors schedule to accommodate appointment requests. Only work with the available <OPEN> slots.
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PACE Advising Center Front Desk Policies and Procedures ***ADVISORS: Time that you are not <OPEN> for appointments, ie. meetings, trainings, programming, etc. should be cleared with Angie. Leave a note in SARS for any slot that is not an <OPEN> appointment slot. WHO DO PACE ADVISORS SEE? • Appointments are scheduled only with current academic year PACE cohort students. • PACE cohort students can be identified by using SGASADD in INB. o Be sure to note the PACE cohort year. o We will only see current academic year PACE cohort students after they have attended their NSO. PACE 2012-2013: Summer 2012, Fall 2012, & Spring 2013 PACE 2013-2014: Summer 2013, Fall 2013, & Spring 2014 PACE 2014-2015: Summer 2014, Fall 2014, & Spring 2015
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We see all majors of PACE cohort students PACE cohort students can be freshmen, sophomores, juniors or seniors. o It should not be assumed that because a student is a freshman that they are a PACE Student. o Verify the PACE cohort by using SGASADD in INB.
WHO DO PACE ADVISORS NOT SEE? • Students without a PACE cohort • Students with a non-current PACE cohort academic year (see previous note) • We do not see students for the following semester registration until after the 12 th class day of the current/previous semester, i.e.: Summer/Fall 2014 registration appointments will be seen after the 12th class day of Spring 2014. ***ADVISORS: If you have an appointment booked with a non-PACE cohorted student, a noncurrent PACE cohorted student, or a student that has the PACE cohort erroneously placed, please follow the procedures outlined in the separate hand out. 3 12/11/2013
PACE Advising Center Front Desk Policies and Procedures SCHEDULING APPOINTMENTS • A student will need to schedule an appointment with an academic advisor for the following reasons: o Discuss their specific degree requirements, ie. classes o Plan classes for future semesters o Change her/his major o Have on & off campus forms completed or signed (see More Information About Scheduling Appointments section below for detailed instructions) • While scheduling an appointment in person, the student must present their ID to make the appointment. • Appointments should be scheduled at least two (2) hours in advance. o For example: if a student calls at 8:00am the earliest they can schedule is 10:00am. If a student calls at 12:00pm, the earliest they can schedule is 2:00pm. • Appointments should be staggered with an equal distribution between advisors. • PACE student information may not automatically populate when you type their ID# for the first scheduled appointment. You will need to type in the following: o ID number o Name o Contact phone • The following information should be included for each booked PACE Advising appointment:
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Texas State Name Contact phone MAJOR (in the comments section)
PACE Advising Center Front Desk Policies and Procedures
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o Requested Advisor Initials (if the advisors was specifically requested, please note, for example “Requested CT,” in the comments section) o A proper SARS GRID reason code Proper Reason Codes for BOOKED appointments include: • APPOINTMENT • B.A.R. (only in the Spring semester, for specific students, for a limited time) The following Reason Codes are not used for appointments and are used only in the Drop-In Menu for On-Call (see “On Call Policies and Procedures” document for more information) • PHONECALL • IN PERSON The following Reason Codes are used only when scheduling actual New Student Orientation appointments (as planned or approved) • NSO-PACE Be sure to verify the student & appointment information before committing the appointment. If the appointment is scheduled over the phone: Make sure the student knows where we are located and to bring their Texas State Student ID. If the appointment is scheduled in person: Write the appointment information on an “Ask an Advisor” business card and remind them to bring their Texas State Student ID. Advisors are in charge of keeping track of their appointments and should keep SARS Grid open and accessible. o You do not need to notify the advisor of the appointment arrival. SARS will mark the student as SHOWED and the advisors will receive an alert. o If it is 15 minutes into the appointment and the student has not been picked up from the lobby, please check with the advisor. If the Advisor is not available, alert Claudia or Angie. Do not schedule more than one booked appointment for a student at a time. You receive the following alert if the student already has a booked appointment on SARS Grid. Be sure to select “NO” o If a student calls to schedule an appointment and you receive this alert, inform them that they already have a scheduled appointment. o The student will either have to Cancel, Show, or No Show, the currently scheduled appointment before they can schedule a new one.
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PACE Advising Center Front Desk Policies and Procedures MAJOR VERIFICATION: Please be sure to ask the PACE students for their major when making appointments and mark the major in the comments section. All majors can see any advisor with the exception of specific Fine Arts majors. Please see separate handout. Phone Appointments: We do not schedule phone appointments. • Any questions or concerns should be addressed to Angie. More information about SCHEDULING APPOINTMENTS On & Off Campus Forms: • If a student needs a form filled out for any office on-campus or off-campus, they will need to schedule an appointment. • They may schedule an appointment with any advisor • Forms include but are not limited to: Study Abroad forms, VA forms, Applications, etc. • Make a note of this in the comments section. ROTC Forms (Student must self disclose): Air Force ROTC and Army ROTC education plan appointments should be scheduled for an hour. These students must meet with an SDS (Ashley Ransom, Lupe Reyes, & Staci Strauch) for these plans to be filled out. Make a note of this in the comments section. Fine Arts Students: Music majors, or students interested in a Music major, must be scheduled with Stephanie Pridgen. Acting and Musical Theater Majors (SARS Alert) must be schedule with Chanell Goodright. See Appointment Procedures for Fine Arts Students for more information. 60+ Hours Students (SARS ALERT): Student with 60+ hours will have an alert on SARS Grid. These students should be scheduled for an hour-long appointment. B.A.R Probation Program Students (SARS ALERT): Students in need of a B.A.R. probation advising appointment will have an alert on SARS Grid. The initial hour-long appointments will occur until a designated date. After that date, the alerts will no longer apply and all students on probation will have 30-minute appointments.
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PACE Advising Center Front Desk Policies and Procedures
ON-CALL ADVISING Please see the separate “On Call Policies and Procedures” document for the following information: 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? 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? CHECK-IN PROCEDURES • • •
Students must present their Texas State Student ID when checking-in for their appointment. If a student does not have their Texas State ID, they will not be allowed to check in and the advisors will not meet with them. If a student checks in over 30 minutes before their scheduled appointment and would like to be seen quickly, please refer the student to their scheduled appointment time. Advisors are in charge of keeping track of their appointments and should keep SARS Grid open and accessible.
Etiquette Tip: If a student has a concern about their appointment, please refer to policies. • For example: if a student is late, refer to the “Late Arrival Policy” that they received via email when they booked the appointment. This will help the student take ownership of their time management. o Do not say, “The advisor won’t see you.” This puts the blame on the advisor.
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PACE Advising Center Front Desk Policies and Procedures
STUDENT APPOINTMENT POLICIES: Every time a student books an appointment they receive the following policies via email along with their appointment information: Scheduling Appointments: • You can schedule an appointment with the PACE Advising Center either in person or by calling, 512-245PACE (7223). • Appointments are made a minimum two (2) hours before the scheduled appointment time. • When you schedule an appointment you will receive a confirmation e-mail with the appointment information and our appointment policies. TXSTATE Student ID: All students will be required to present their TXSTATE Student ID while scheduling their appointment and when they check-in for their appointment. Appointment Cancellation/Rescheduling Policy: To cancel your appointment, you must notify the advising center either by phone or in-person at least two (2) hours in advance. This will allow us to offer the time slot to another student. If you fail to do so, it will be considered a “No Show” Late Arrival Policy: If you arrive in the lobby later than ten (10) minutes for your appointment, you will be unable to check-in and it will be recorded as a “No Show.” No Show Policy: If you fail to show up for your scheduled appointment, it will be recorded as a “No Show.”
*** ADMINISTRATIVE STAFF: Once a student has been marked as a No Show, do not alter the appointment slot. Multiple No Show Policy: After three (3) “No Shows” you forfeit the right to schedule appointments for the semester. To regain appointment scheduling privileges, you must complete and earn a 100% on the PACE Advising Multiple No Show Learning Module available on the PACE Advising website.
*** ADMINISTRATIVE STAFF: The following is the alert you will see for multiple no-show students: PACE 3rd NO SHOW! DO NOT SCHEDULE AN APPOINTMENT WITH THIS STUDENT! Please refer the student to the Multiple No Show Policy on the PACE Advising Website. <NET ID> The previous policies are not meant to be punitive, but to be fair and equitable to all students. During peak advising periods (i.e. registration), appointment spots are premium. When you miss your advising appointment, you risk: having to sign up for classes later than your designated registration time and losing the ability to schedule an appointment in advance. When you “No Show” an appointment you are also denying fellow students the opportunity to be advised promptly. Please be courteous when scheduling and cancelling appointments.
AGITATED AND/OR DISTRESSED INDIVIDUALS If at any time while working at the front desk area or while answering the phone you are faced with an angry and/or crying parent or student, please alert the on-call advisor. If the on-call is
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PACE Advising Center Front Desk Policies and Procedures not available, get Angie Barrera or Claudia Trevino. The internal administrative code for alerts of this nature is “BOKO File.” APPOINTMENT SCHEDULING QUICK GUIDE Step 1: Student requests to make an appointment. Step 2: Verify that student is in the current PACE Cohort in INB SGASADD. o YES: The student has the current PACE Cohort, continue to Step 3 o NO: The student does not have a current PACE Cohort, refer the student to the appropriate advising center. Step 3: Is the student requesting an appointment for a specific reason? Does the student need to meet with a specific advisor? o ROTC 4-Year Plans: See additional information. o Art or Theater Majors: See additional information. Step 4: Find an <OPEN> Appointment Slot in SARS Grid and type in the student’s ID#. o Does the Student have a SARS Alert? o YES: Follow the instructions in the SARS Alert B.A.R. Probation Program Multiple No-Show Learning Module 60+ Hours Acting and Musical Theater Majors o NO: Continue to Step 5 Step 5: Create the appointment. Be sure to enter: o The appropriate REASON CODE o The student’s major in the COMMENTS section o If the advisor was specifically requested in the COMMENTS section
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