Partner Escalations

Introduction

At BYU-Pathway, we strive to provide exceptional support to our students. Occasionally, our students may find themselves reaching out to our partner schools, such as BYU-Idaho and Ensign College, either due to misdirection from within BYU-Pathway or through their independent internet searches.

When students mistakenly contact our partner schools, managers at those institutions fill out the Partner Escalation Form, creating tickets that bring these concerns to our attention. As members of the Escalation Team, it becomes our responsibility to assist these students in resolving their issues.

It's important to note that the need for escalation can arise from various sources, including misinformation within our own organization causing students to end up at a partner school. Dissatisfied students can also be reported by Area Coordinator Missionaries (ACMs), the Executive Office, and other departments within BYU-Pathway. These escalation forms are submitted when standard support channels prove insufficient in addressing a student's concerns.

As students brought to us through the Partner Escalation Form are often already frustrated by their experiences, our primary objective extends beyond issue resolution. We aim to ensure these students feel well-taken care of throughout the process. We strive to remember that these students are not just our customers, but they are God's children who are working to improve their lives. Please try to care for these students the way the Savior would. 

Reading an Escalation Form

Here is the information you will find in the Survey Responses:

• Student Name 

  • When you are emailing/calling a student about their issues, make sure you are reaching out to the student, not the reporting party! 

• Student ID Number

• Student's Program

• Reporting Party's Name - Who submitted the form

• Reporting Party's Email

• If the Reporting Party would like a follow up

• Topic of Report

  • This should always be "General Escalation." Other options in this form will send the ticket to the student wellness team. 

• Details

  • This is where you will find what the student needs help with. Make sure you read through this section carefully

• Student's Email Address

• If the student has already tried working with their Mentor

  • This is to encourage the reporting party to direct the student to their Mentor first

• Priority Level

  • The reporting party can let us know if something is normal priority or high priority. Please take extra care for tickets marked as high priority

Handling Partner Escalations

1. Pick the Escalation ticket from the queue. 

2. Thoroughly Read the Ticket:

Carefully read through the escalation ticket to gain a comprehensive understanding of the student's needs. Pay close attention to the details provided by the partner school manager or any other party initiating the escalation.

3. Review Past Interactions:

Check for any previous interactions with the student in our records. Read through past tickets or notes to gather insights into the history of the student's concerns. Ensure you have a holistic understanding of their situation.

4. Collaborate with ASA:

Work on the ticket and collaborate with your ASA if you need to involve other departments or seek additional assistance. Effective communication within the team is crucial for a prompt and well-coordinated resolution.

5. See the Issue Through to the End

Prioritize the escalation ticket, recognizing that these students have already invested considerable effort in seeking help. Take special care to address their concerns promptly and thoroughly, working towards a resolution that meets the student's needs. Keep the ticket open and work on it until you have found a solution for the student or have not heard back from the student for 5 business days.

6. Frequent Communication with the Student:

Initiate regular communication with the student to keep them informed of the progress. Students appreciate phone calls, especially those from English-speaking countries. If unable to reach the student by phone, send clear and informative emails to maintain open lines of communication.

7. Resolution or Follow-Up:

Resolve the ticket if the issue has been successfully addressed, or if there is no response from the student within 5 business days. If the issue persists, continue working on a resolution and maintain ongoing communication with the student.

Resolution Notes

As with all tickets, you will need to leave a detailed resolution note when resolving a Partner Escalation Ticket. However, these tickets are unique because the resolution note will not only be sent to the student but will also be sent to the partner who filled out the escalation form. 

Our partners care about our students and their success. Adding detailed resolution notes will not only inform our partners about what we are doing for a particular student, but will help them have trust in Advising and the Escalation Team. They will be comfortable referring students to us because they will know they will receive excellent support while in our care.