We have had extensive training and role playing with our Admissions Trainer and it has been so helpful when we went live with our phones and students. This training,which was recently started this May, has been expedentially beneficial to our success.
Yes, during the admissions process it is important for prospective students to receive all the information that is required for admission into a program. With fAQ's prospective students have an opportunity to study information they may not have thought of rigth away.
Not that I am aware of yet because I have not received all of my documents yet. As soon as I find out, I will let you know. Thanks.
Yes, The first day I started I recieved a list of FAQ and it was very helpful for me. I have also found that this traing is very user friendly to new reps
We have a website that contains a plethora of information and a few pages of which are FAQ's. It seems this subject is so deep that it requires continuous study of present state, and on-going change. I feel that my institution does a good job at anticipating student questions and needs. But then again, I am new at this. I may have a different opinion in a few months.
Yes, my school has been very helpful with FAQs from students. They have some papers/slideshows already put together for training purposes regarding FAQs. I have found it very helpful!
Yes, the school I represent issues a handbook full of resources upon hiring. It is required to go through the 'frequetly asked questions' section so that no misleading or false statements will be made to confuse the student inquiring. It took quite a while to get familiar will the wide array of statements but now it is like clockwork. This traning pretty much drove that point home.
Listening carefully to what the prospective student is saying is very important and then responding with a reflective question to understand and clarify the students question in order to answer clearly and honestly.
Yes. I have been tought what questions the students asked the mosted as well as ways to respond to their questions correctly.
Yes, a large percentage of the time these questions are perceived as obstacles are nothing more than misinformation.
During our first week of training we given a notebook filled with pages of FAQs. Looking through the book I thought "Will students actually ask these questions?" But, after talking to other reps and agents who have actually answered questions time and time again it seems as though I'll actually be answering these. And, reading through the FAQs and studying for the quiz we take on them has actually been a great wat for me to review the policies, procedures, and information specific to my school.
Yes, there is a FAQ provided by the school. This is something that can be quite handy for someone new on the job. Even if they have worked in the field before there are unique factors to each school. Having these FAQ right on hand can ensure that the agent/admissions rep is providing clear accurate info to the prospective student in a timely manner.
Absolutely! Not only does this make it more efficient to answer student questions, but we also have the correct response to stay compliant, as well.
Yes, we always reference our catalog or student handbooks. We have lists of commonly asked questions that each advisor keeps in their Admission Binder. I am the new Director of Admissions at this campus, i am currently auditing the material that the advisors keep in this binder.
Yes. They also provide a nice list of things "not to say." That's very helpful for new admission reps.
Although we are not handed a physical copy of the FAQs we do know where they are located. Now with that said, there are things that we do not answer personally. For example, if a student is asking about financial aid and what they are eligible for and how it works. I will be getting them in contact with a financial aid analyst, as I am not certified or an expert by any means to discuss this with perspective students.FAQs are a great tool, but from a compliance standpoint admissions folks need to focus on their own role and the information they can provide a student.
Yes. My school has a catalogued many questions that have been asked by students over a period of time. The answers are found in an informational guide that is used by our agents to help answer questions during an admissions interview
yes, there are resources to find answers and reps are very helpful with sharing knowledge on FAQ's.
I am learning on E-campus courses and on-site activities that enhance learning opportunities.
This question is tough to answer because I have been in the field for such a long time and I don't remember if we received a document like this or not. Usually we determine and address FAQs while observing previously recorded calls, doing role play activities, or by asking questions to a qualified, tenured staff member.
I believe that they do. I am an unusual case in that I am the program chair for the nursing department, thus my need for this course is related to visisting clinical sites to obtain contracts for students to attend clinical hours in their facilities.
