- Check student CRM records for information – first thing to do.
- Check recent cases to avoid duplication – Adviser owned cases do not appear in this list
- Check the timeline on a students Contact page – you can sometimes see adviser emails to students here even though the content would be locked away in adviser owned case. You could find the adviser’s name who has been dealing with this case, and alert them. Look out for familiar email subject headers or titles that may relate to your query.
- If a reply to an adviser comes in, message the adviser to prompt their response
- You can ASSIGN cases to the adviser queue, but if an email reply from a student pops up in IET General queue, you can ROUTE it to the adviser queue, and label ‘FAO Adviser’s Name’.
- When emailing a team that is not on CRM remember to include all key details of student and case, as they cannot search CRM to find this out. Teams that are not on CRM include: Academic Admin departments, Finance/Invoicing, Admissions, Enrolment, UKVI Compliance/Immigration Operations.
- Remember to only message a student from within a case.
- Be careful not to repeat answers already given to a student.
- Hallam Help now log and own the process for recording faults found in the library, i.e. a computer not working, etc.
- Check this spreadsheet for Academic Admin department email addresses and codes. – link coming soon.
- Some PG January starters do now have a few weeks break in the summer, late August time. Please check the University academic year calendar for PG.
Authorise absences
Hallam Help can authorise absences under 14 days.
If the absence is for 2 weeks or more HH send to the SSAs.
Immigration-operations@shu.ac.uk (UKVI Compliance)- to approve absence request over 30 days
Course leader/dissertation supervisor will have to sign the absence form. This is to ensure that student is not travelling/away during assessment period.
If their absence is over 30 days recommend IET adviser appointment.