Fall Kick Off

Peak Expectations

June 26 - PWOL registration opens
August 27 - Last day to start an OD Application
Sep 7 - Priority PC Registration Deadline
Sep 11 - Last day to submit an OD Application
Sep 15 - Last day to accept an OD Offer
Sep 16 - Classes Start
Sep 17 - Last day to register in PC courses.
- - NO EXCEPTIONS for this semester
Sep 23 - -Last day to register in OD courses

Peak: The weeks before and after the semester begins when we receive the most work in Advising and Support
Peak time varies depending on when deadlines are and what issues we have with our systems.
We expect peak to be between August 19th and September 24th, based on when our deadlines are
- - These dates may change for various reasons
If we have extra hours available to work or special projects to work on, we will coordinate with your manager/ASAs

During Peak, we will prioritize the following issues:
- - Application issues
  - Registration issues
  - Access issues (access to DP, the portal, canvas, etc.)
Pay attention to deadlines to prioritize students who need urgent help
If the queue gets too big, we will coordinate with the ASAs to find priority issues.

Have all currently open tickets resolved by July 1st

No tickets in our queue for longer than 24 hours

Contact student within 24 hours of picking a ticket (preferably sooner!)

Resolve the ticket OR escalate the ticket within 48 hours of picking the ticket

Average queue to resolution time: 72 hours

"...the Lord has counseled us to be a record-keeping people."

Spencer W. Kimball Oct 1979

Tickets are records of issues students have and what we did to resolve those issues
Tickets help us track
- - Issues students are having
  - How many students still need help
  - How much work is being done by teams and by individual advisors
We use the information gathered in tickets to make decisions

Check for duplicate tickets
- If there is a duplicate ticket, add new information to the oldest open ticket
- Close the duplicate ticket
Read the information carefully to make sure you understand the issue.
- Write down any questions we need to ask to understand/resolve the issue
Reach out to the student within 24 hours of picking the ticket (preferably sooner!)
Leave detailed notes within the ticket
- What we did to help the student
- Every attempt to contact them, even if the student doesn't answer the phone/respond to the email
- If we are going to escalate the ticket, what help we need from those teams

Aim to do so within 48 hours.
- - If it is going to take longer, make sure we are communicating that in the students and in the notes.
Notes, notes, notes
Resolve the ticket and leave detailed resolution notes - the student will see these

Use the articles to double check which team to escalate the ticket to
Gather all relevant information and leave it in the notes. Make sure it is clear what the SME team needs to do for the student
Let the student know we are transferring the ticket
Transfer the ticket to the correct team as soon as possible (48 hours or less)

Once we transfer a ticket, it no longer belongs to us
- - We don't need to nudge the other teams to work on the ticket
If a ticket is prioritized because of upcoming deadlines let your ASAs know
- - ASAs, let Alyssa know. Alyssa will communicate those needs to the SMEs

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