Updated 03.07.2017

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

  1. The CRM bit - Creating Service Tickets for Appointments and Drop-ins
  2. Generic Procedures for Appointments and Drop-ins
  3. Appointments
  4. Booking an appointment
  5. Arrivals
  6. Appointments for specific teams
  7. 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 Rob10.05.14
For 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

  • Most drop-ins should be booked for 15 mins slots; see table below for durations.
  • Once I-Team have sent the arrival email, it is the specialists responsibility to get the student from Level 2 and to keep to the time of the meeting(even if there is no answer), 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 to 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.
  • 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
  • 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
  • Check the appointment in the calendar (room calendar rather than FT member) - Do not update/save to appointment in Outlook
  • Give a coloured appointment card to customer and mention confidentiality statement on back of card
  • Send an email to the specialist from Outlook to announce the arrival and add “Here” and number of coloured appointment card (e.g ‘Here Blue 1 Joe Bloggs s123456789’) to the email description
  • Create ST
  • Whether the ST is transferred is dependent upon specialist area – see below table for details
  • 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

When a customer arrives for a drop in

  • Locate correct account within the CRM system and confirm the record
  • Create new drop in appointment in the calendar (room calendar rather than FT member)
  • Give a coloured appointment card to customer and mention confidentiality statement on back of card
  • Create ST ;(If no ST exists - Create a Service Ticket following specific team instructions below)
  • Book in to the room via Outlookcalendar (where appropriate) to advise the specialist the customer has arrived; in Subject write: “Here” and number of coloured appointment card plus the student details (e.g ‘Here Blue 1 Josh Smith S123123125’)
  • 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/ or send to POD as appropriate.

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

SWS - See SWS procedures

Team / Do we Book Appointments / Times / Rooms / Colour of card / Staff Member / Transfer Ticket / Further Details
Visa
(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 advisors calendars.
Student to bring A4 appointment sheet to Helpdesk to book appointment. Appointment sheet should already have been stamped and signed at Visa workshop. Student will have completed the necessary sections of the appointment sheet. ITA to add date and time of appointment and give sheet back to student.
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 advisors calendars.
Student to bring A4 appointment sheet to Helpdesk to book appointment. Appointment sheet should already have been stamped and signed at Visa workshop. Student will have completed the necessary sections of the appointment sheet. ITA to add date and time of appointment and give sheet back to student.
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, appts for INTO/non-INTO will be identified in calendar
Duration: 30mins
ITAs should give students appointment time of 10 minutes before actual appointment. E.g. appt booked in calendar at 11am, write down 10:50 on appointment sheet. If asked how long appointment will take, advise 30-40 minutes.
Appointments available Wednesday mornings between 10 and 12.
Duration:60 mins
ITAs should give students appointment time of 10 minutes before actual appointment. E.g. appt booked in calendar at 11am, write down 10:50 on appointment sheet. If asked how long appointment will take, advise 60-70 minutes.
Monday 1-3 Tuesday 1-3
Thursday 1-3
Friday 10-11:30
Duration: 10 mins / 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.
They will see 10 people. During busy times, the visa team will see 20 people in drop in- this is indicated in the calendar. / Tracey Aston,
Kay Broadhurst
Hena Mookeriji Jamie Stogden, Sarah Attis
Tracey Aston
Kay Broadhurst
Hena Mookeriji Jamie Stogden, Sarah Attis
Tracey Aston
Kay Broadhurst
Hena Mookeriji Jamie Stogden
Sarah Attis / No
No / Student should only have one appointment. 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. Dependents over 18 need to attend appointment to sign forms (do not need to be here for full duration of appointment but need to come to end) .
If student has permission for another appointment, VT will create a CRM ST to indicate.
***VT unable to assist in dependant only visa applications between the 29th August 2017 and the 9th October 2017.***
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 ST.Each student will need a ST created and closed.
Cards numbered 1 to 10 are given out initially; Helpdesk staff should then review at 2:15 pm and advise customers if they are likely 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 / Rooms 1 & 2 / No card required – signpost to Level 1 Reception. / SWS (normally Claire Torbett- Weaver) book the rooms.
Disability advisors can be contacted also. / No
SWS Finance / We book students into drop in. (check crib sheet) / Wednesday 2-4
Thursday 2-4 / Room 10. Book appt in room calendar and invite person on duty. / Any colour for appointments except Lilac & Pink / See room calendar for staff member on duty / Yes / 20 minute slots.
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. / Daily 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 the colour and number card given to the student eg. ‘Drop RSST Pink 1 DD/MM’.
This drop-in is for HaSS and SAgE faculties only, FMED should be directed to the Medical Graduate School.
PG Admissions / We book students into drop in. / Monday 10-12
Tuesday 10-12
Wednesday 2-4
Thursday 10-12
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 sign will be displayed on Pod. / Yes / We will transfer their drop-in tickets for them to update/complete, adding the colour and number card given to the student eg. ‘Drop PGALilac DD/MM’
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 an appopintmentservice operates (usually in the summer months) but guidance will be given at the time. iTeam book appointments (10 minutes in duration) in to the PG Admissions calendar. They use rooms 1 and 2.
University Accommodation / We book students into drop in. / Monday 9-1
Tuesday 9-1 Wednesday 1-5 Thursday 9-1
Friday 1-5
Temporary arrangements until mid-June
Monday 9-5
Tuesday Closed
Wednesday 1-5
Thursday 9-5
Friday Closed (Emergencies only) / Room 9 / Any colour for appointments except Lilac & Pink / Lisa Barron Sharon Bushby
Jane Ormrod
Book appt in room calendar and include all officers when inviting through outlook. / Yes / 15 min slots.
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.
Private Accommodation (NUSH) / We book students into drop in. / Monday 2-5
Tuesday 9-12
Wednesday 10-12
Thursday 2-5
Friday 9-12 / Pods / Any colour for appointments except Lilac & Pink / Pam Bonner
Alec Hughes
Grant Jackson
On a rotation basis – please check calendars. / Yes / Send student to POD 4.
Loyola (term time only) / Drop in service only. / Wednesday 12-2 / Pods / Yellow (1-24) / 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 / Room 8. Book in room calendar only, do not invite staff member on duty. / Any colour for appointments except Lilac &Pink / Disability and SpLD advisors on a rotation basis. / CRM tickets 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/ SpLD 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. / Thurs 12 - 2 / Pod 1 / No card required – signpost over to Pod 1. / Mo Khan / No. Use:
Quick fix; Signposting; Campus. / 15 min slots.
Mobile number: 07736463515
SPS Casework (term time only) / No. / Thurs 12 - 2 / Pods / No card required – signpost over to Pod (usually 2). / Jenny Allan
Neil Ford
Laura Gilmartin
Dawn Gray
Suzanne Johnson
Ross Patterson
Hilary Skinner / No. Ticket as appropriate. / 15 min slots.
Members of the team rotate this duty and will be in the pod during drop in hours.

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 range
SWS (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 / Any except Lilac & Pink / 1-10
SPS Casework / Police / Not required / -
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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