Prioritizing Work

Introduction

For the Escalation Team, every ticket, interaction, and project is of utmost importance. These students have been brought to our attention because other support channels have, for various reasons, not provided the resolution they seek.

Navigating through these tasks can present a challenge when determining what requires immediate attention. Use this page as a guide on what to prioritize and how to efficiently manage your workload. If ever uncertainties arise or you're in need of guidance on what to prioritize, please reach out to your ASA. 

Interaction Priority Guide

Partner Escalations and Reopened Tickets:

Our highest priority lies with Partner Escalations and Reopened Tickets found in the queue. These students have either faced a premature closure without a satisfactory resolution or have patiently awaited assistance from our partner schools until making it to our queue. As the primary support for these cases, we play a crucial role in upholding our commitment to our partners and students, ensuring timely and effective resolutions.

CSAT Responses:

Next in line are CSAT Responses. Students in this category have experienced premature ticket closures, but possess the option to reopen their tickets. Their feedback is invaluable, and addressing their concerns promptly is essential to maintaining a positive support experience.

Students with Multiple Tickets:

(Training on this coming in the upcoming days) Stay tuned for specific guidance on addressing interactions involving students with multiple tickets. This category requires specialized attention, and comprehensive training will be provided to equip you with the necessary skills and insights.

Special Projects:

At times, the team may be assigned special projects. When such assignments arise, detailed information will be available on this hub and/or communicated by your ASA. These projects, though not as frequent, demand focused attention and will be an essential part of our collective efforts.

Remember, this prioritization framework ensures that we allocate our resources effectively, providing the support our students need while upholding the commitment to excellence that defines our escalation team. If you ever have questions or need additional guidance, don't hesitate to reach out to your ASA for clarification. Let's work together to make a meaningful impact in the lives of our students.