Updated 30/03/2015
Interaction team
Appointment Booking
Aim:The aim of this document is to highlight the processes for appointments and drop-ins and how this links with CRM
Background
We have 17 interview rooms on Level 1 (rooms 1-6) and Level 2 (rooms 7-17) that are available for meetings between Student Services staff and our customers/students. These rooms are booked via Outlook – permissions must be given. Please see the information belowrelating to the different types of appointments and drop-in services available and how we approach these.
Contents
- The CRM bit - Creating Service Tickets for Appointments and Drop-ins
- Generic Procedures for Appointments and Drop-ins
- Appointments
- Booking an appointment
- Arrivals
- Appointments for specific teams
- Use of Coloured Cards
The CRM Bit - CREATING SERVICE TICKETS FOR APPOINTMENTS.
Please see usual procedure for creating service tickets.
Description / For Appointments enter – APPT (team/person) (date) e.g. APPT SWS Rob10.05.14For Drop-ins enter – DROP (team/person) (date) e.g. DROP Visa Tracey 10.05.14
(APPT and DROP are important and should be written as above to enable description searches)
Generic Procedures for Appointments and Drop-ins
- For drop-ins, we would book the student into the calendar remembering to invite the staff member into the meeting.
- Most appointments should be booked in the calendar for 15 minutes slots
- Most drop-ins should be booked for 15 mins slots(except for Student Wellbeing Finance when it is 20 minutes slots)
- Once iTeam have handed the meeting to the member of staff it is their responsibility to get the student from LV2 and to keep to the time of the meeting or deal if they overrun
- Try and book meetings belonging to the same service in the same room day to day so staff don’t have to change between rooms, log on again, and can deal with meetings running over
- It is the responsibility of the FT member of staff to check the room calendar to see if another meeting has been added before vacating the room – therefore if another student requires to see the same FT, add them to the room currently in use and again invite the duty staff member
- If the customer arrives and arranges an appointment at the desk, when you ask the staff member come to see the student, advise them of the card colour and number along with any other information including the confidentiality statement on the back of the coloured cards.
- A drop in can be for a pre-advertised drop in time for a particular service (see details below) or as true ‘drop-in’. When a student arrives, there will not be a ticket created already as these are not pre-booked.
- When booking rooms, start with rooms closest to the entrance to the corridor (to save staff taking students all the way to the other end past empty rooms). The closest rooms to the entrance are 7, 8 and 9 going up in numerical order the further down the corridor you go.
- Please be aware on occasion SWS may require rooms without windows (15, 16 and 17). Please also keep in mind that room 7 and 8 are best used for any customers with mobility issues (apart from UCAN)
- Rooms 12 & 13 have telephones that can dial internationally. SWS finance are a team that often need this function. We should not move other appointments to enable use of these rooms however as Sharon’s dect phone can also be used.
APPOINTMENTS
BOOKING AN APPOINTMENT
These are the general steps; please see specific instructions for teams below
- Customer arrives / calls– identify their reason for enquiry
- Follow procedure for specific team/activity below
- Locate (or possibly create for prospective customer) correct account within the CRM system and confirm the record
- Open up calendar – select an appropriate room (see below) and time slot.
- In Subject, write Student name and number
- In location, no room number needs to be given as this will automatically appear in the invite
- In body of the appointment, insert the ST number. Details of context of appointment will go into ST notes where appropriate.
- Invite the FT Member to the appointment.
- Create a Service Ticket to record the appointment, using correct description and transferring to the FT or setting to complete depending on what it relates to (see table below for details).
ARRIVAL
When a customer arrives for an appointment
- Locate correct account within the CRM system and confirm the record
- Open up the appointment in the calendar (room rather than FT member)
- Give a coloured appointment card to customer and mention confidentiality statement on back of card.
- In Subjectwrite: “Here” and number of coloured appointment card e.g. for a blue card – ‘Here Blue 1’
- Send update to the FT member
- (If no ST exists - Create a Service Ticket following specific team instructions)
- Click End to exitthe student account in CRM
- Ask the student to sit in the chairs near the water cooler and keep their card visible So that the staff member can locate them.
BOOKING APPOINTMENTS FOR SPECIFIC TEAMS
Visa
EGS Psychologist Appointments
SWS Finance
International Office
Research Student Support Team
PG Admissions
University Accommodation
Loyola Drop in
SWS Disability drop in (name TBC)
SWS - See SWS procedures
Team / Do we Book Appointments / Times / Rooms / Colour of card / Staff Member / Transfer Ticket / Further DetailsVisa
(TIER 4 BATCH)
(TIER 4 DEPENDANT APPLICATION)
(DROP IN) / We can book visa batch appointments. Check all visa documents on checklist are in student possession before booking. Appointments can be found in the advsiors calendars.
A4 appointment slip with date and time filled in to be given to student once booked. ITA to counter stamp booklet/ checklist to stop students making multiple appointments
We can book Dependant Tier 4 Application appointments.Check all visa documents on checklist are in student possession before booking. Appointments can be found in the advsiors calendars.
A4 appointment slip with date and time filled in to be given to student once booked. ITA to counter stamp booklet/ checklist to stop students making multiple appointments
We book students in for drop in. There is a list of queries the Visa team will not answer at drop in attached to the drop in record sheets. / Must be booked in the next available slots in visa team calendars.
At busytimes, appt for INTO/non-INTO will be identified in calendar with the appropriate duration.
Appointments available Wednesday mornings between 10am and 12pm.
Duration:1 Hour.
Drop in 1pm-3pm Monday, Tuesday, Thursday. 10am-11.30am Friday / Appointment can be made in any available room.Though usually Pods are used.
Book appt into advisors calendar and invite them.
Appointment can be made in any available room. Though usually Pods are used.
Book appt into advisors calendar and invite them.
They use a pod / No cards given out for visa appts.
No cards given out for visa appts.
Specific number for drop in already on clipboards.
Number 1-20.
At busy times number will be limited to 10. / Tracey Baxter, Hena Mookeriji, Jamie Stogden, Jenny Johnson
Tracey Baxter, Hena Mookeriji, Jamie Stogden, Jenny Johnson
Tracey Baxter, Hena Mookeriji, Jamie Stogden, Jenny Johnson / No
No / If student has permission for another appointment, VT will create a CRM ST to indicate.
Applicants with more than 3 dependant should be given the 11am slot.
If student has permission for another appointment, VT will create a CRM ST to indicate.
Number appointment cards are given out on a first come first served basis, however we do not give out these numbers until 1pm or 10am depending on which drop in, ask students to join the queue at this time.
Enter ‘Here’ and the number in the visa officer that is doing drop in calendar. Each student will need a ST created and closed.
Cards numbered 1 to 20 are given out initially; Helpdesk staff should then review at 2:15 pm and advise customers if they are unlikely to be seen.
Students are not permitted to leave the building; they must wait for their turn in the queuing system – or lose it
EGS Psychologist Appointments / No / Appointments any time / Room 1 & 2 / No coloured card required. / Claire Torbett- Weaver books the rooms. Disability advisors can be contacted also. / No / Ask student to go to level 1 reception.
SWS Finance / We book students into drop in. (check crib sheet) / Wed and Thurs 2-4pm / Room 10 / Any colour for appointments except Lilac & Pink / See room calendar for staff member on duty / Yes / Appointments should be made for 20 minute slots with a maximum of six students being seen per drop in session.
Research Student Support team / We book studentsinto drop in. / Monday to Friday 10-12 / Pods / Pink 1-10 / Members of the team rotate this duty and will be in the pod during drop in hours.
RSST pink sign will be displayed on POD. / Yes / We will transfer their drop-in tickets for them to update/complete, adding at the end of the description the colour and number card given to the student eg. Pink 1.
PG Admissions / We book students into drop in. / Monday,Tuesday and Thursday 10-12. Wednesday and Friday 2-4 / Pods / Lilac 1-24 / Members of the team rotate this duty and will be in the pod during drop in hours.
PG Admissions DROPin sign will be displayed on POD. / Yes / We will transfer their drop-in tickets for them to update/complete, adding at the end of the description the colour and number card given to the student eg. Lilac 1
Postgraduate Admissions staff are unavailable to be seen in person outside of the drop in times unless the situation is deemed to be an emergency.
During peak times document drop in service may operate but guidance will be given at the time.
University Accommodation / We book students into drop in. / Monday – Friday 9am – 5pm except Wednesday 1pm – 5pm. / Room 9 / Any colour for appointments except Lilac & Pink / Jane Ormrod
Sharon Bushby
Lisa Barron
Rebecca Dickenson
Include all 4 officers in when inviting through outlook. / Yes / Please use discretion and where the waiting time seems high enough to deter the customer, always try to call another Accommodation Officer before letting them leave unhappy.
Loyola Drop in / No it’s drop in service / Wednesday 10am til 12pm / In a Pod / Yellow (1-24) / Liz Sherman / No / This is for Loyola students to dicuss any issues. However if the issue is related to a service we provide please process as normal.
SWS Disability drop in (term time only) / We book students into drop in.. Students can be booked from 12.45. / Wed 1-2
Fri 1-2 / 8 / Any colour for appointments except Lilac & Pink / Disability and SPLD advisors on a rotation basis. / Agreed that CRM tickets would be opened and closed by I-Team for students who attended the drop in. For students who contacted and were unable to attend the drop in then open CRM tickets should be forwarded to the Disability team so they can follow up. / 15 min slots
Give form to fill in (take into session)
Police Drop in / No it’s a drop-in service. When Mo is not available we can give out mobile number to students. Mobile number 07552 254684 / Thurs 12 - 2 / Pod 1 / Signpost over to Pod 3. / Mo Khan. / No.
Use Quick fix/signposting/campus. / 15 min slots.
USE OF COLOURED CARDS
Functional Team Staff should leave these in the drop point en route to interview rooms (on wall to right of door) ITAs should collect regularly. At end of the day – check all cards have been returned and are in order for following day. Re- print further cards if any are missing.
Service / Colour / Number rangeSWS (counselling, Finance & UCAN) / Any except Lilac & Pink / 1-10
Accommodation / Any except Lilac & Pink / 1-10
Finance Office / Any except Lilac & Pink / 1-10
Other (Incl. Student Progress, etc.) / Any except Lilac & Pink / 1-10
Visa / Specific visa drop in numbers / 1-20
PG Admissions / Lilac / 1-24
Research Student Support team / Pink / 1-10
Loyola Drop in / Yellow / 1-24
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