Thierno Talla, International Services Support Coordinator-IUPUI Angela Green, International Services Specialist-IUPUI Alicia Arnold, Graduate

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1 Thierno Talla, International Services Support Coordinator-IUPUI Angela Green, International Services Specialist-IUPUI Alicia Arnold, Graduate Assistant-IU 6/18/2010 1

2 I Introduction II Office of International Affairs, IUPUI III Office of International Services, Bloomington IV Services V Traffic VI Hiring Process VII Front Office Assistant Training VIII Front Desk Personnel Needs IX Handling Difficult situations X Sharing Front Desk Practices XI Discussion/Sharing experiences 2

3 Front Line Services -key success to your operations -Center of all activities (prospective, parents, students, faculty, staff, immigration) -Your link to the outside world 3

4 entrance Advising Study Abroad Other units Business unit Recruitment entrance entrance Hallway Kiosk computers entrance Global Crossroads entrance Front Desk reception Admissions 4

5 Waiting Area Computers for Student Use Front Desk Front Door Computer Check-In Desk Phone Reception Desk Student and Scholar Advisor Offices 5

6 -Process requests whether by walk-in, phone, , voic -Admissions process: Applications, transcripts, application status - Advising process: Basic advising on immigration issues and visa related Basic process of scholar issues OPT intake appointments Appointments with advisors (serious/difficult issues) DSO privileges/other regulation issues -Communicate with or direct student/scholars to Admissions, International Center, Overseas Studies, academic advising units, other campus services. 6

7 Spring 2010 enrolled International students:

8 Fall 2009 enrollment of approximately 4,600 and 1,500 visiting faculty and staff. Walk-in Totals 8

9 -4 Student Assistants + Coordinator -30 days posting thru JagJobs -60 to 70 applications -Interview (5 candidates) -Reference calls -Decision 9

10 Front Desk manuals University policies Accesses to IU/IUPUI systems Admissions-apps status/apps process/other Advising-OPT meeting/handbook/other Other units Sensitive calls: Police, FBI, Immigration 10

11 Client Services Manager Office Services Assistant Office Assistant 2 Graduate Assistants Individuals with intentions to enter the field of international education Typically Master s students in the Higher Education and Student Affairs Program All trained on basic immigration regulations, internal office processes, and University resources and processes 11

12 Job knowledge-confidence Be calm and welcoming Be sincere and listen to client Authority some time necessary/protect your staff Apologize and fix the issue if you can or transfer to higher up Answers to avoid (Jerry W. Baker, IUPUI police) We do not do that, No, It is not my job, You should have, etc. Green Folder Panic Button 12

13 How Do You Answer Common Questions? Direct to website Handy reference materials that contain the answers How Do You Prioritize Walk-In Traffic? Front Desk Check-In System How Do You Schedule Advisor Appointment Scheduling? I-Advising Scheduled Appointments How Do You Organize Documents for Student/Scholar Pick-up / to Distribute to Advisors? Document Filing System Pick Up Drawer How Do You Assist with Common Student Frustrations that You Are NOT Authorized to Answer? Taxes, Health insurance issues, some BMV issues, etc) How Do You Share Student Information Internally? Records/Notes in Sunapsis 13

14 XI Discussion/Sharing experiences 14

15 Source Handling Difficult Situations, presentation by IUPUI Police Department Jerry W. Baker. 15

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