Leave of Absence ProjectSmarter Student Solutions

Overview

What 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 student’s best interest.

AECCSS Role

What 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.

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.

When They Answer Introduce 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?”

When They Don’t Answer Leave 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!”

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)

IS3 and Galaxy Notes AECCSS LOA Call: AECCSS LOA Call: Student stated they will not be

returning AECCSS 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 _____

Student Concerns

Common Concerns: I’m not ready to come back. If I don’t go back how will that affect

my financial aid? That’s not the date my advisor said I

had to be back. Can you call me back?

LOA Dates Concerns

The end date for the leave and the start date for the next class don’t 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.

When There’s More

When 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.

When They Call Back

You 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.

What Info Will I Have? Student Name IRN LOA End Date Phone Numbers (1-5) Emails (1-4) Course ID Course Start Date Team Assigned Academic Counselor’s Name Academic Counselor’s Extension Financial Counselor’s Name Financial Counselor’s Extension

Questions?