employee manual
DESCRIPTION
Final copyTRANSCRIPT
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CSU, Chico Academic
Advising Programs Employee
Handbook
Today Decides Tomorrow
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Welcome
The Academic Advising Programs office operates on the basis of teamwork. You have
been hired to represent our office in various roles, such as advising, hosting and clerical-
related tasks to support our staff. The work that you do is very important and we rely on
you to help this office run smoothly and efficiently. The following items are policies,
procedures and expectations for your performance while you are employed with us.
Mission Statement
We are here to help students achieve their educational goals. Academic Advising Programs
can assist with general education, major exploration, graduation requirements, and
academic probation and disqualification. Academic Evaluations provides information
regarding transfer credit, fulfillment of graduation requirements, and information on
graduation. The National Student Exchange program provides exchange opportunities and
facilitates participation in exchanges within the United States.
Academic Advising
Advisors are here to help students develop and understand their educational goals. The
staff works with students to help them understand possible opportunities, as well as the
policies, procedures, and other issues related to students’ academic experience and
progress.
Advising interns help students understand how best to meet their general education (GE)
requirements and how to choose courses that cater to the student’s individual interests.
They also help them select majors and minors as well as other educational offerings. They
are also here to discuss problems dealing with online class registration.
Academic Advising Handles:
Unofficial General Education (GE) and Graduation Requirement Checks
o Followed by course selection guidance for GE and Graduation Requirements
Undeclared Advising
o Suggestions about courses that meet GE requirements and allow for major
exploration for those students who are unsure about their major choice
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Withdrawal Issues
o Explain how to withdraw from individual courses
o Sit down with students withdrawing from all courses for an exit interview
Advising about Academic Probation and Disqualification
Reviewing and Exploring University Policies and Procedures with Students
Discovery of Educational Resources
o Such as, the Student Learning Center, Career Center, Counseling Center and
many other resources the University has to offer
Academic Advising Does Not Handle:
Major (or Minor) Advising
o We can help a student by consulting the catalog regarding majors and minors,
but the student will also want to double-check our suggestions with a major
and/or minor advisor in the appropriate department. (Refer to the
appropriate major or minor department).
Course equivalencies for students studying abroad or through National Student
Exchange (Refer to Academic Evaluations)
Withdrawal from individual classes
o We can explain how this process works, but it is not something that we can
‘make happen.’ (Once you’ve established that this is what the student needs,
they should start by approaching the course instructor. Depending on the
time-frame, the student may need other signatures as well).
Transfer advising
o We can help a student get clarification on what they have accomplished here
at CSU, Chico, but it will always be up to the transfer school to decide how to
articulate that work. (Refer to the admissions office of the appropriate
school).
Grad checks
o We can do an unofficial check of a student’s graduation requirements, but the
official grad check is a document e-mailed by Academic Evaluations to the
student, after the student has applied to graduate.
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Public Contact Assistant
The position of a Public Contact is to assist students, faculty/staff and visitors within the
Student Services Center. This role includes communicating basic directory and
informational services, as well as providing quality customer service, with a friendly
demeanor and positive attitude. Public Contact’s are responsible for the upkeep of the
SSC 100 lobby area. Occasionally Public Contact’s will participate in building and campus
wide events. In addition, Public Contact’s are frequently called upon to gather information
pertaining to the departments within the Student Services Center
PC’s Handle:
Answer phones
Screen students and check them in
Work on projects
Answer general questions about the office and university
Maintain a clean and productive work environment PC’s Do Not Handle:
Do not evaluate transcripts
Do not specifically advise students in detail
National Student Exchange
The National Student Exchange program provides study opportunities at more than 200 colleges and universities in 49 different states within the United States, Guam, Puerto Rico, the Virgin Islands and Canada.
The National Student Exchange (NSE) consortium of four-year colleges and universities is
committed to providing educational opportunities to its students while supplementing
academic resources of its members. With a membership of nearly 200 institutions, NSE has
served over 90,000 students during its 40 years of operation.
Eligibility
1. A student must successfully complete at least one semester at CSU, Chico
2. A student needs at least 30 cumulative units before the exchange begins
3. At least a 2.5 cumulative GPA is required for eligibility
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4. PEL (Planned Educational Leave) students may apply
5. Second baccalaureate candidates are eligible to apply
6. Graduate students (masters) are not eligible
Student Orientation
New Student Orientation provides opportunities for incoming students to learn about
campus life, general education, transferability of courses, course selection and
registration, graduation requirements, and more.
Summer Orientation Program
Summer Orientation sessions are offered in one- or two-day formats for freshmen. The
two-day program is not always offered. However, if it is, the program includes an
overnight stay, either in on-campus residence halls or local accommodations. Sessions
include academic advising, course selection strategies, and registration for fall classes as
well as campus tours, small group discussions addressing graduation requirements,
campus resources, and orientation to student life and the campus community.
A Parent Program runs concurrently with the Student Program. This includes activities,
workshops, and presentations that give parents information and resources that will enable
them to help their son or daughter throughout his or her years at CSU, Chico.
Mini Orientation
Students unable to participate in Summer Orientation are encouraged to attend a Mini
Orientation. These small group sessions will outline University policies and procedures,
graduation requirements, course selection strategies, and help prepare students for their
upcoming registration appointment.
Students can register online for a Mini Orientation session at:
https://em.csuchico.edu/aap/minio/sessions.asp
*Transfer students should bring a copy of their Transfer Credit Summary to the Mini
Orientation. These are available at: http://portal.csuchico.edu
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Online Orientation
The Online Orientation provides students with a comprehensive virtual introduction to
CSU, Chico. Students receive the basic tools needed to succeed in their first semester at
CSU, Chico. Topics covered will include graduation requirements, registration, policies and
procedures, and much more.
Students can access the Online Orientation by visiting:
https://em.csuchico.edu/aap/OnlineOrientation
*It is recommended that students attend Summer Orientation, a Mini Orientation session
or complete the Online Orientation prior to registering for classes. Completion any three is
mandatory before meeting with an academic advisor.
Wildcat Welcome
The Wildcat Welcome is a celebration for new students the week before classes begin
each semester. The event helps students connect with on-campus resources, faculty and
staff, student leaders, clubs and organizations, as well as other students!
Common Questions and Where to Direct Students for Answers
1. The Portal won’t let me add any more classes… (Registration)
2. Where can I get a frame for my diploma? (AS Bookstore)
3. What day and time are the ceremonies? (Commencement Office)
4. My professor was supposed to turn in a grade-change… (Records)
5. Financial Aid said they can’t give me my money until a hold is cleared… (Academic
Advising)
6. I am trying to get my masters degree/2nd Bachelors… (Major dept for Masters
degree, Admissions for 2nd Bachelors)
7. How do I add/drop a major/minor? (Direct to website, Records)
How to Handle the Telephone One of the challenges at the front desk is to master the art of balancing your attention
appropriately between four ringing phone lines and students in front of you, all of whom
are vying for your undivided attention. It can be difficult, but it can be done! The following
guidelines will help you meet this challenge as gracefully as possible.
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Rule One: Teamwork! Remember, although the person at the front desk has primary
responsibility for the phone, we are all responsible for phone back up. If you hear the front
desk phone ring three times, answer it! Additionally, if you are the front desk person and
you find yourself suddenly swamped, call for help!
Rule Two: After greeting a caller, always identify the office and yourself (e.g. “Good
morning, Academic Advising Programs, _____ speaking. How can I help you?”
Rule Three: It is important to put people on hold! Generally, people waiting at the front
desk and callers will understand when you have to interrupt your conversation with them
to attend to a ringing phone. If you are talking with a student who is at the front desk and
the phone rings, it is okay to say “Please excuse me a moment, I have to answer the
phone.”
If, during a slow afternoon, you decide to do a little work with a student at the front desk,
you can explain before you begin that you can take a few minutes to answer some of their
questions, but it is likely you will be interrupted since you will need to continue answering
the phone and greeting walk-in traffic. Do not assume that, because you have decided to
talk with a student at the desk, other office staff will take over your phone responsibilities.
When you do place a caller on hold:
1. Still take time to identify the office, give your name and ask if you can place them on hold or transfer them to another person.
2. Give them a moment to respond. Sometimes they mind, especially if they are calling long-distance.
3. Make every effort to get back to the caller who is on hold within 30 seconds, and then thank them for holding.
4. If the caller was transferred or referred to our office by another office on campus, inquire which office(s) the caller has already contacted so that you don’t bounce them back to a source they’ve already tried.
5. If a caller is likely to be on hold for an extended period of time let him or her know and suggest that they call back between 8-9am or 4-5pm when our office is less busy.
6. If they are unable to call back during the times noted above and would rather leave a local number and have their call returned please pass it along to the Advisor on Duty (AOD).
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Remember that for budgetary reasons we can only call students back if they have a local number.
Rule Four: When a caller requests to talk to a particular staff member, let that staff
member choose whether or not to speak with the caller at that moment. In other words,
do not say to the caller, “Oh yes, he just walked in, here he is,” or “Sure, she’s in her office,
I’ll call her.” Instead, say “Just one moment, I’ll check and see if he’s in,” or “I’ll call his/her
office,” then buzz the staff member and identify the caller before transferring the call.
If you are uncomfortable with these phone responsibilities, remember learning these
phone skills takes practice. It does get easier with time. The front desk is an important part
of the office; your interactions while at the front desk give students and other individuals
their first impression of our office, and at times, the University.
Remember Rule #1: When you need help, or are unsure how to handle a situation, ask for help!
Emergency and Absence Notification
Emergency Notification Form:
1. Give the form to Linda Biggs or Cheryl Afflerbach if Linda is absent. If they are both out of the office, complete steps 2-5 below.
2. Remember, this form is only to be used if there is no other way the caller can reach the student.
A class will not be interrupted unless the situation is an emergency to the student and NOT the caller.
It is for you to decide if the situation qualifies as an emergency or not. Get a description of the situation and decide what action to take.
Examples of emergencies include: - Student’s child is sick and/or must be picked up - Family member has become ill, in an accident, etc. - Death in the family (Take down the information and walk it over to the psychological counseling center. They will notify the student!)
3. Fill out the form as completely as possible, including the information at the top. Be sure to include the student’s email - we are not able to return long distance calls.
4. Look up the student’s class schedule, print a copy, and attach to the form.
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5. Follow through on the notification if you have time. If you do so, indicate the action taken on the bottom of the form. It is critical that you keep a record of what is done so that the next person to staff the front desk can pick up where you left off. If you don’t have time to follow through, let someone know so they can handle it.
Absence Notification Form
1. Transfer call to Linda Biggs or Cheryl Afflerbach, if Linda is absent; she will follow through on the notification. Linda completes steps 2-5 for the student.
2. We will send a notice to the student’s instructors when notified that they will be absent from class. Absence notifications will not be sent during finals week.
3. Let the caller know that if absent from the first class sessions, even if the professor is notified, the professor may decide to drop that student from the class.
4. Fill out the form completely.
5. Look up the student’s schedule, print a copy, and attach it to the form.
Student Privacy Rights and FERPA
In compliance with FERPA, staff and faculty who have access to student academic and
directory information are required to protect the privacy of that information in compliance
with state and federal law, and university regulations.
Release of Student Directory and Academic Information
The release of all student academic and non-directory information requires the student’s
written consent, except in those cases where the information is being released directly to
the student and/or to the CSU, Chico staff and/or faculty who have a legitimate
educational interest and whose job require access to and utilization of that information.
Additionally, the university is required to release student academic and non-directory
information in response to lawfully issued subpoenas and court orders, to federal financial
aid institutions, and other educational institutions to which students may transfer.
Student Directory Information
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Information about students designated by the University as “Directory Information” may
be released in response to a public request unless the student has specifically requested
that the information be restricted.
Releasable Directory Information (unless the student has requested a restriction)
Name of student
Permanent, billing, and local addresses
Permanent, billing, and local telephone numbers
Student e-mail addresses
Major field(s) of study
Participation in officially recognized activities and sports
Weight and height of members of athletic team
Dates of attendance
Degrees and awards received
The most recent previous educational institution attended by the student
Graduation date and graduation year
Student class level (e.g. freshman, sophomore, junior, senior, etc.)
Full-time/part-time status (Undergrad full-time = 12+units/Grad full-time = 9+ units)
All other information is considered non-directory and may not be released, without the student’s written permission. We NEVER release information regarding:
A student’s class schedule: current classes, location or class times
Grades
Academic status
In the case where the student’s directory information is not releasable, and a third party (police officer, family member) is inquiring about a student, you may want to refer the party to the Registrar if the situation is beyond what you can resolve.
Students Who Request a “Total” Restriction
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Students have the right to prevent the University from releasing their directory
Information. If you receive a request for information about a student that you determine
to be a request for directory information, you should not release that information until
you check to see if the student has restricted the release of the information.
In PeopleSoft, students who have requested a “total” restriction on their academic records
will have an icon of a window shade posted next to their name. This can be found via the
following links through PeopleSoft:
Campus Community to Service Indicators (student) to service indicator data
Confidentiality and Student Records
Student’s records (transcripts, contact files, printouts, etc.) are CONFIDENTIAL. Do not
leave them lying around for others to see. Be especially careful if you have any student
records open at the front desk or front counter!
Breaks and Lunch
Student employees working a consecutive 5-hour work period are entitled to take one
paid ten-minute break. Student employees scheduled for a work period of 8 hours or
greater are entitled to an additional 10-minute rest period for each 4 hours of scheduled
work. After 5 hours, student employees are required to take a 30-minute unpaid break
unless the work period will be completed in 6 hours or less. Rest breaks shall not be taken
during the first or last hour of the work period. Rest breaks are optional for students
scheduled for shifts of 5 hours or less. Supervisors are responsible for scheduling break
periods. Note, unused breaks are not cumulative, nor is extra pay given if you opt not to
take them.
Rules and Expectations
Grievance Procedures Student employees with complaints about working conditions or pay at the University can
inquire about filing a petition through the Coordinator for Student Employment. With the
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exception of those employed in positions covered by Bargaining Unit 11, student
employees are not covered by any collective bargaining agreements. All matters of
complaints brought by the On-Campus Employer or the Student Employee (Grievant) must
first be submitted in writing to the Coordinator of Student Employment using the Student
Employment Complaint Form within thirty instructional days of the date of the
occurrence. The Grievant must file a Student Employee Complaint Form with the
Coordinator of Student Employment indicating which office the complaint is regarding, the
specific individual(s) against which the complaint is lodged, and the remedy sought. The
Grievant must then meet with the Coordinator of Student Employment and respond to
questions or clarify specific issues identified in the said complaint. The Coordinator will
then take the following steps:
1. Contact the On-Campus Employer or Student Employee (Respondent) and inform them of the complaint that has been submitted.
2. Meet with the Respondent and review the nature of the complaint and allow that party to respond.
3. If necessary or requested, meet with other individuals in the department (supervisors, staff, other student employees, etc.) who may either collaborate or refute items in the complaints.
4. Determine if there has been any violation of the University approved Student Assistant and Work-Study Policies and Procedures Manual.
5. Attempt to resolve the situation informally with all parties involved. 6. If the matter cannot be resolved informally, the Coordinator of Student
Employment will forward all documentation regarding the case to Student Judicial Affairs. The Coordinator of Student Employment will inform the grievant who then has six instructional days to file a formal grievance with Student Judicial Affairs.
Work Schedule Policy and Restrictions
Students employed under Student Assistant or Work-Study funds are limited to a
maximum of 20 hours of work per week in any combination of jobs during any week in
which regular classes are scheduled. Supervisors wishing to schedule students for more
than 20 hours of work must submit a written request to the Student Employment Office.
In the case of an emergency, when the Student Employment Office cannot be contacted
for clearance, the department head may authorize additional hours and submit the
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written request the next university business day. Students may work up to, but not more
than, 40 hours per week during any week in which classes are not in session.
Note: It is the responsibility of the student employee to update their time sheet on a daily basis. Employee Absences In the case of illness or emergency, student employees should notify their supervisor no
later than the first hour of the scheduled work period. The supervisor should be contacted
each day the student is unable to report to work. In the case of an impending absence
(e.g., doctor appointment), the student employee should obtain advance permission from
the supervisor. Adjustments in work schedules for final examination or registration should
be arranged in advance. Students missing two consecutive work periods without an excuse
are subject to automatic dismissal from their job.
For additional information please access the Student Employment Handbook
http://www.csuchico.edu/semp/documents/polices_procedures.pdf
Employee Meetings Employee meetings are scheduled on a regular basis. All employees are expected to
attend meetings, actively participate and take notes.
Employee Status Any changes made to your name or contact information needs to be reported to your
supervisor as soon as possible.
Email etiquette Remember, email that you send can be forwarded to other people. Therefore, it is
important to maintain a high level of professionalism with regard to electronic
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communication. Also, to avoid overwhelming your colleagues inboxes be sure to only send
email to those that it pertains to.
As a first step you will need to set your Outlook email account up with an automatic
signature that includes: your first and last name, department, building with room number
and phone number. This will need to be done at each workstation.
Personal and Professional Conduct
From the beginning of your shift until the time you leave, you represent AAP. For this
reason we have created some standard guidelines to help us create a professional
appearance and promote a positive working environment.
Dress Code:
Many of the students who come in to see someone in Academic Advising Programs are
already finding it hard to focus on their academic career. We do not want to contribute to
their distraction by wearing outrageous, provocative, or inappropriate dress. You may
wear your school clothes to the office, but we do expect that you have an awareness of
good taste. Items not considered of good taste include tattered or torn clothing,
sweatpants, hats, clothes that expose too much skin, and clothing displaying foul
language, obscene images, or drug and alcohol-related images. We also ask that you use
fragrance lightly.
Professional Courtesy:
We want you to enjoy working with us and occasional conversation keeps the work place
sane. However, please keep personal conversations to a minimum. Our voices carry very
easily so please also be aware of your volume level when speaking.
It is important to give students accurate information, but please respect the fact that full-
time staff members have other projects and responsibilities. Only after researching for the
answer yourself should you contact a professional staff member. If you need to ask a
Professional staff member a question and he/she is in their office please wait for them to
acknowledge you before proceeding with your questions. If they do not see you, knock
lightly to get their attention.
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Student Privacy:
Please, always respect the privacy of students by not interrupting their advising session to
ask a question of another advisor.
Also, refrain from discussing personal information about a student unless it is absolutely
necessary to do so in order to get the information they seek.
Shred notes that have student, name, phone number, Social Security number and IDs or
any other personal information.
Do not leave screens open so that other students can view them.
Computer Use:
Office computers are for office work only. Doing homework, checking e-mail, using instant
messaging, or surfing the web for personal use is not allowed. Food and drinks should be
kept away from computers, keyboards and files. Do not leave screens open so that other
students can view them. Computers should be shut down and screens turned off at the
end of every business day to conserve energy.
Office Hygiene:
You may be using a work station that is shared with other employees. Please help
minimize your impact on others’ workload by tidying up after yourself and using trash and
recycling receptacles. In addition to keeping work spaces tidy it is also important to keep
the kitchen area and other shared spaces clean. This includes: washing the dishes that you
use, removing old food from the refrigerator and wiping spills and crumbs off of the
counters, in simple terms, clean up after yourself.
Sustainability is a core value here at Chico State University. You will find that throughout
the office there are bins marked specifically for ‘paper’, or ‘shred’ do NOT put trash in
these bins. In the kitchen we also have a bin for bottles and cans. As a courtesy to the
student employees with A.S. Recycle please rinse containers prior to placing them in the
bin. If you are unclear as to what is recyclable then refer to the pamphlet on the door of
the refrigerator.
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Cellular Telephone/PDA Protocol:
Once on the clock (start of your shift), all cell phones must be put on silent and placed out
of sight until the end of your shift. It is understandable that on rare occasions there are
exceptions to this rule, for example family or personal emergencies. In cases such as this
please limit your use to within the internal office and consult your supervisor if you feel
you have a valid exception to procedure above.
Thank you and Welcome
We truly value your contributions to the department and appreciate the key roles each of
you plays. This is in no way designed to be a punishment, rather implemented to insure we
exhibit the behaviors representative of the mission of AAP. We couldn’t do it without you.
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Staff Verification Form
It is important for you to understand all of the policies and procedures discussed in this
handbook to ensure that our office runs smoothly and efficiently. Please print and sign
your name below verifying that you approve and accept all information outlined in the
student employee manual.
Name (print) Date
Signature Date