Date post: | 16-Dec-2015 |
Category: |
Documents |
Upload: | merilyn-park |
View: | 214 times |
Download: | 0 times |
Make a Great First Impression with the
sunapsis Front-Desk Check-In SystemDiscussing Client Services operations in international
offices
WELCOME! We’re happy you’re here
Indiana University BloomingtonOffice of International Services
Christina Fidel, Assistant Director of Client Services (3 ½ years – paper, 2.7 & 3.0)Mischa Kasperan, International Services Representative (2 years, 3.0)Erik Simons, Graduate Assistant (2 ½ months)
Client Services Discussion
• Break-down of the units within the OIS – there are a lot of us
• Overview of the Client Services team & the population we serve – there are a lot of them
Obviously, not all offices operate the same way. How do you handle your clients? Does your office have a dedicated front desk team?
Front Desk Check-In (Client View)
Front Desk Check-In LogWhy do we use this?
• Immediately open the client’s record
• Quickly see who has arrived and for what reason
• Determine how long it takes to assist a client
• Easily track number of walk-in clients
• Ability to assign a client’s case to an advisor
Adding to the Check-In Log
Why is this good?
• Keep accurate reports of walk-in traffic – including clients who do not have UIDs
• Keep individual client records of office visits
Front Desk Check-In History
Monitoring Alerts
We keep an eye on alerts & take action if:
• A student needs to update his/her local address
• An e-form is pending review or approval
• A student’s passport or visa will expire
• A scholar needs to submit health insurance coverage
• A student is under-enrolled
Reviewing Notes
It is imperative for front desk staff to pay attention to notes to:• See previous
interactions with the client
• Get quickly caught up on complicated situations
• Determine if a document was picked up or dropped off
• Check on the status of various e-forms/admission applications
Appending to Notes
• Different from Group Notes, incl. in 3.0
• Allows for one continuous note instead of numerous separate notes
• Helps front desk staff quickly review or add to information about particular case
Assigning E-forms
Front desk staff assigns e-forms to advisors every morning.
Processing Form
Letters & E-forms
Reviewing E-forms
CPT Client
CPT 2nd Approver
Admission Checklist • Quickly determine the
application term (Fall 2013, Spring 2014) , admit type (FYU, TRU or GRAD) and “stage” the application is currently in
• Determine which application documents we have received vs. which documents we still need
• Quickly see if an applicant is “Incomplete”
• See if an admission packet has been mailed
And more!
Admission Checklist: (applicant view)
Helpful to use when:
• An applicant needs help navigating the checklist
• An applicant experiences technical difficulties
• An applicant needs help submitting an e-form
Client Services Staff Can Do Much More
• Scan & upload documents• Enter data into sunapsis• Check in & welcome visiting scholars• Check in late arriving new students• Help with SEVIS Transfer-In process• Preliminarily review OPT applications• Prepare & ship admission packets, petitions,
and other documents• Assist with programs and events, orientation
Contact Information
Office of International Services, Indiana University
Poplars 221, 400 E. 7th St., Bloomington, IN 47405
[email protected], (812) 855-9086
Christina Fidel: [email protected] Kasperan: [email protected]
Erik Simons: [email protected]