leave of absence project

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Leave of Absence ProjectSmarter Student Solutions

OverviewWhat is the Leave of Absence Project?A contact strategy with the goal of striking a balance between student privacy and mitigating potential failure for a student to return from a leave of absence.

The purpose is to provide proactive advice and updates that are in the students best interest.

It is imperative that we do not leave a perception that we are trying to drive revenue or actions that the student is not prepared for.

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AECCSS RoleWhat is my role with the project?

Our Role in the AECCSS is to contact the student and remind them when their next course begins.

The goal for the Contact Specialist is to provide at risk students a polite reminder that reinforces a positive image of the University of Phoenix.

Contact StrategyAECCSS will attempt all students on LOA between 35 and 42 days prior to LOA scheduled end date.

LOA report arrives each Wednesday.AECCSS will make two attempts, Wednesday and Thursday.On the second attempt (Thursday), the AECCSS will leave voicemails for the students.AECCSS will update reports with notes, which will be available to finance each Monday.

Note: -Academics attempts contact at three and one week from start -Finance may still contact student if applicable4

Contact Strategy cont.Email Contact Option

Automated emails will be sent 30 days prior to the student start.Emails will go out each Thursday.Emails contain start date and next course information. Also, advises students to contact their advisor for additional questions.Reply to addresses will display as their own Finance Advisors.

Emails are handled weekly by the marketing team.5

When They AnswerIntroduce yourself:Hi, this is _____ from the University of Phoenix, may I speak with ____? Provide relevant information:I just wanted to give you a friendly reminder that your next course ____ is scheduled to begin on _____.Offer further assistance:While I have you on the phone, is there anything else you need to discuss with an advisor?

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When They Dont AnswerLeave a message:Hello, this is ____ calling from the University of Phoenix with a friendly reminder that your next class is starting soon.

Please feel free to contact your Finance Advisor directly with any questions you may have about actual start dates, class schedules, or if you would like to discuss any other concerns.

Your Finance Advisor can be reached at _____. Thank you for attending the University of Phoenix!

This is only after the 2nd attempt.7

Call DecisionsKeep in mind:Left Message (3rd party or VM if on 2nd Run)No VM Possible (2nd Run)Not Interested / Too Busy (only with a RPC or 1st party)

Define how the word pass can be used multiple ways.8

IS3 and Galaxy NotesAECCSS LOA Call: AECCSS LOA Call: Student stated they will not be returningAECCSS LOA Call: Confirmed return date with student.AECCSS LOA Call: transferred to assigned FA ______AECCSS LOA Call: left message with third party.AECCSS LOA call: left voicemail. AECCSS LOA Call: student will call assigned FA, email sent to assigned FA______AECCSS LOA Call: student did not have time to speak, email sent to assigned FA _____

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Student ConcernsCommon Concerns:Im not ready to come back.If I dont go back how will that affect my financial aid?Thats not the date my advisor said I had to be back.Can you call me back?

Im not ready to come back. Transfer to a Finance Advisor

If I dont go back how will that effect my financial aid? Transfer to a Finance Advisor

Thats not the date my advisor said I had to be back. Transfer to a Finance Advisor

Can you call me back? Let the student know you will inform the FA of the requested callback but cant guarantee it will occur at any scheduled time because of a lack of access to their schedules.

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LOA Dates ConcernsThe end date for the leave and the start date for the next class dont match, why?To build in a buffer in case the student is not actually ready to return.

What am I supposed to do with this information?Provide the class start date, the leave end date is more administrative.

Im not ready to come back. Transfer to a Finance Advisor

If I dont go back how will that effect my financial aid? Transfer to a Finance Advisor

Thats not the date my advisor said I had to be back. Transfer to a Finance Advisor

Can you call me back? Let the student know you will inform the FA of the requested callback but cant guarantee it will occur at any scheduled time because of a lack of access to their schedules.

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When Theres MoreWhen transferring to an advisor remember:Provide the advisor with the IRN.Give the advisor a brief summary of the conversation.Reiterate to the advisor that you called the student.Warm transfer or conference the call.Send Email if necessary.

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When They Call BackYou will also be expected to take incoming LOA calls throughout the week.Look the students file up in IS3 Finance, SVP, and select the Financial Aid tab.Scroll to PS Miscellaneous Information. Provide information from the LOA table.

After leaving these messages it is likely that some students will call us back with the number on their caller ID, not the one on their voicemail. Because of this you will also be skilled to take LOA calls during the week as part of your regular job duties.

If you do not have the correct PeopleSoft access inform your manager to request it.

For inbound calls we must SVP, for outbound calls this is not necessary.13

What Info Will I Have?Student NameIRNLOA End DatePhone Numbers (1-5)Emails (1-4)Course IDCourse Start DateTeam AssignedAcademic Counselors NameAcademic Counselors ExtensionFinancial Counselors NameFinancial Counselors Extension

Questions?

Date/TimeIS3: Missing FA name Dialer: Missing FA nameFA No Answer/Did Not Rollover/Went to VMOther: IRN and explanation

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