Summer 2011 Advising Procedures

Here we go again with another quick review of the roles & responsibilities associated with Triage, Express/Phone and CB219 Annex Counselor (NEW!).
Triage:

- Quickly assess if the student is in the right place BEFORE they sign in. If they do not need to be seen by a Counselor or Faculty Cadre, refer the student out.
- Otherwise, assist the student in completing the triage intake form. During busier times, it can be more efficient to simply ask the student to put his/her name on the form and filling out the rest of the form on the student’s behalf. As you complete the form, include any extra bits of information collected during triage conversation (e.g., program of study, transfer destination, etc.)

- Resist the urge to FIX any problem at the front desk

- For quick issues (have transcripts and want override, Prerequisite Error, Third Attempt), hand the triage form to the Express counselor or ask the student to take the form to CB219 (see below)

Express:
- An express counselor has been designated for every shift. Check in with the Triage counselor to determine if an express Counselor is needed during that shift.

- In this role, you will handle issues such as:
o third attempts
o prerequisite errors
o retest requests
o backup phone to Nancy & Tonya

CB219 Annex Counselor (starting early June):
- In this role, you will handle issues such as:
o eMAPs/eWRAPs
o math scores
o general studies degree audit
o “quick questions”
o ARTSYS demo (can be referred to Jeanie)

Remember to state up front that if you determine student needs more time you will refer him/her back to Triage counselor.

Advising Procedures for CB215 - January 2010

General Notes:

WALK-IN SHIFTS - NEW ROLES

• Phone Counselor, identified on walk-in schedule (separate email to describe duties will be sent)
• Triage Counselor, identified on walk-in schedule (separate email sent to describe duties)
• Express Counselor, needs to be identified by each shift (duties below)
  
  Pulls students off list who have minor issues, as determined by the triage counselor.
  
  Issues include but are not limited to: third attempts, prerequisite errors, eMAP consult after getting test scores.
  
  If it looks like the issue will take more time, refer back to triage. (State up front that if you determine they may need more time you will refer them back to the main list)

IMAP PROGRAMS

Starting Tuesday, January 12th, check-in for IMAP programs will take place at an alternate location. Most likely in TC136 or CC015 but this has not been finalized.

COMPUTER SIGN-IN

The new electronic sign-in program will be launched in late January/early February. Training will be provided.

Specific Procedures:

1. Students will enter CB215 and sign in on paper.
2. Students will be called up individually to speak with the triage counselor to assess need. The triage counselor will determine if student should be referred to another office or seen by FT/PT counselor, cadre or express counselor.

Triage in CS018 from 7/15-8/28 (M-F, 9-4)

Starting July 15th, CS018 will be open for business again. A part-time counselor will be available in the computer lab to assist students with triage-level questions & concerns. PLEASE make use of this resource!!!

REMEMBER:

If you are on triage duty at the front desk during July & August, your primary responsibility is to determine if the person is in the correct office. At no time should you be using the computer on the front desk to give overrides or access hold or other information from Banner. The sole purpose of this triage level is to assist students in getting the service they need as quickly as possible.

Ask them what brings them to counseling today. Most will say “to see a counselor”. At that point ask them a follow-up such as “do you not know which classes to take for this semester?” or something along those lines. The idea is to find out if they are there because of an error message, are they transferring in, have they even applied to MC.

Scenario 1: Student says they are only here because they are getting error message on Banner- Ask them to go to CS018 and print it out to show to the triage counselor in the lab.

Scenario 2: Student says they are from another school and coming to MC- Ask if they have applied and if they have a copy of their transcript or if they can access it online. Direct them to CS018 if they need to print out a copy and to admissions if they have not applied.

Scenario 3: Student says they took the eMAP and need scores: Direct them to CS018 to obtain their scores and have an "e-wrap" session.

Scenario 4: Student says they took the Assessment Test and need scores, ask them which test they took (LOEP or ACCUPLACER), based on that answer: Direct them to the sign up on the left side of the counter for an IMAP or MAP. eMAP directions will be there as well.

If they retook the Accuplacer, direct them to the side of the counter for assistance or to CS018.