Make a Great First Impression with the sunapsis Front-Desk Check-In System Discussing Client Services operations in international offices

WELCOME ! We’re happy you’re here  Indiana University Bloomington Office 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 Log • • • • • Why 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 2 nd 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. 7 th St., Bloomington, IN 47405 [email protected]

, (812) 855-9086 Christina Fidel: [email protected]

Mischa Kasperan: [email protected]

Erik Simons: [email protected]