Embedded Files
Appointment Management
Plan Ahead
Prepare yourself
Be Punctual
Communicate Effectively
Document Everything
Email Follow-UP
Resolve the case
How was your last Advisor appointment experience as a student?
What are the main reasons students want to have an appointment with an Advisor?
Common Reasons
What do students expect from their appointments?
Meet with an Academic Advisor case
Students Requesting Appointments
1. Initial Contact:
Ask the student:
- Could you please share your availability in Mountain Standard Time (MST), including the specific days and dates that work best for you?
- Based on your availability, would it be okay if we scheduled our meeting for [day] at [time] (MST)?
2. Next Steps:
Inform them:
- Coordinate the appointment and provide the meeting link
3. Get Prepared:
Prepare yourself for the appointment
Advisor Appointment Preparation
1. Before the appointment
Check your appointment cases and the team’s agenda.
Send a reminder email to the student.
2. Appointment Meeting Preparation:
Prepare with relevant information
Check your internet connection, microphone, and camera in advance.
Dress professionally, as if attending a church activity or an institute class.
3. During the Appointment:
Start the meeting on time.
Introduce yourself and conduct the FERPA verification.
Listen to the student to better understand the issue or concern
4. After the Appointment:
Document the appointment on the case timeline.
Send a follow-up email summarizing the meeting.
Create new cases if actions are required from other teams.
Resolve the appointment case.
When an Advisor is unable to attend to an appointment, they should:
Notify his/her Support Team Leader immediately
Delegate the appointment.
Follow-up to ensure the appointment has been successfully provided to the student.
Best Practices
Internet Connection Issues
Internet Connection Issues
Immediate Actions:
Contact your Support Leader to get the appointment covered.
Additional Steps:
Based on your SL instruction, you can email the student and inform them about it.
Reschedule if needed
Student No-Show Procedure
Student No-Show Procedure
If the student doesn’t show to the scheduled appointment
Wait 10-15 minutes before closing the zoom meeting.
Attempt to call the student twice during the appointment:
First call in 5 minutes, and the second attempt 5 minutes later.
Record Every Attempt
Record Every Attempt
Document:
Document every interaction and attempt to contact the student.
Add notes to the case:
When a call is made, and voicemail is left.
If the call doesn’t go through due to Tech Issues.
When the student didn’t show up for the appointment.
Video Call Etiquette
Dress professionally, like you were going to a church activity or institute
Have your camera on
Minimize background noise
Check that your microphone and camera are working before the meeting
Speak confidently and clearly
Remember to unmute yourself before talking
Let the student share their screen to see what issue they are facing.
Don’t eat on camera. Small sips of a drink are okay if you need them
Make sure your background is professional
Silence your phone so notifications aren’t heard
Don’t try to work on other things while talking to the student. Your full attention should be on them
Go to the bathroom before your video call
Ask the student before recording a meeting. Allow the student to record if they would like to.
Be on time for the meeting
Greet the student when they enter the Zoom room
Say goodbye to the student at the end of the meeting
Best practices
Sit somewhere where your computer is on a table, not on your lap
Have your camera positioned at eye level or higher
Check your lighting so that you are not a shadow on camera
Use a microphone (either on its own or attached to headphones) to make the sound clearer.
Additional Resource
Page updated
Google Sites
Report abuse