Make a Great First Impression with the

sunapsis Front-Desk Check-In SystemDiscussing Client Services operations in international

offices

WELCOME! We’re happy you’re here

Indiana University BloomingtonOffice 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 LogWhy 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 2nd 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. 7th St., Bloomington, IN 47405

ois@iu.edu, (812) 855-9086

Christina Fidel: cfidel@iu.eduMischa Kasperan: mmzentz@iu.edu

Erik Simons: epsimons@iu.edu