Schedule Appointments for Support Staff or Support Pools (Front-Desk Staff)

What to Know Before You Schedule

It's important to understand how support staff create availability on their calendars for support appointments, because their availability determines how you can schedule appointments for them.

For all the details, see Designate Your Availability (Support Staff). Otherwise, here are the key takeaways to understand so that you can effectively create appointments on behalf of support staff and Support Pools.

Every support staff member defines recurring blocks of times when they're available for support appointments—that is, days and times when they can meet with students. They can define three types of recurring availability:

• Scheduled, for individual, one-on-one appointments with a student,

• Walk-In, for times when a student can drop by for an unscheduled appointment, and

• Group, for appointments with multiple students, who sign up for a spot in the appointment from your institution's student portal.

Each availability block is associated with two things:

• The Topics and Subtopics that the staff member is open to meet about and

• One or more appointment locations, which is where (or how) they can meet. Appointment locations can be in person, on the phone, or virtual.

As a front-desk staff person, you can only create appointments based on a support staff member's Scheduled availability. You can't see their Walk-In or Group availability, and you can't schedule appointments during those blocks of time. You can only create appointments to discuss Topics and Subtopics, on dates and times, and at locations that are defined in support staff members' Scheduled recurring availability blocks.

However, you can schedule appointments regardless of the staff member's case team role on the student's success team. Say, for example, Adrian Morges provides Academic support on Stephanie Rhimes's success team and Career support on Stuart Sandlin's success team. You can schedule Adrian to meet with Stephanie about Internships, and to meet with Stuart about Degree Planning—as long as Adrian has defined Scheduled availability for both Academic and Career Topics. This gives you great flexibility, especially when you need to schedule urgent appointments for students.

Finally, you can also create appointments for Support Pools that are based on predefined case teams. When you select a Support Pool as an appointment attendee, Student Success Hub lets you see and select Topics, Subtopics, dates, times, and Appointment Locations aggregated from all members of the Pool.

Schedule an Appointment for a Support Staff Member or Support Pool

Create appointments on behalf of support staff and Support Pools starting from the Appointment Scheduler component that your Student Success Hub admin has placed on a convenient page for you.

1. In the Appointment Scheduler component, click New Appointment.

2. Select the attendees.

   1. In the Support Staff or Support Pool field, search for and select a staff member or Support Pool. If you select a staff member, Student Success Hub lets you specify the agenda, date, time, and location of the appointment based on the recurring Scheduled availability that person has defined. If you select a Support Pool, you specify the agenda, date, time, and location, based on the recurring Scheduled availability that everyone in the selected Pool has defined.

   2. In the Attendee field, search for and select a student. You can search for a name, a phone number, an email address, or, if your admin has enabled it, a Student ID.

3. Specify the agenda.

   1. Select a Topic and, if available, a Subtopic. If you selected a staff member as the attendee, Student Success Hub lets you select Topics and Subtopics based on the recurring Scheduled availability that person has defined. If you selected a Support Pool, you select Topics and Subtopics based on the recurring Scheduled availability that everyone in the selected Pool has defined.

      

      Note If a staff member has defined Scheduled availability for a Topic or Subtopic but they're fully booked for that Topic or Subtopic, you can still see and select the Topic or Subtopic, but you won't be able to find any available times.

   2. Optionally, enter a Description.

4. Specify the date and time in either of these ways.

   • Click First Available to find the first available appointment in the next seven days for the selected staff member or Support Pool and the selected Topic and Subtopic.

   • Select a day in the calendar and then select a time on that date. If you selected a staff member as the attendee, Student Success Hub shows the times that person is available to meet about the selected Topic and Subtopic. If you selected a Support Pool, Student Success Hub shows the times that everyone in the Pool is available to meet about the selected Topic and Subtopic. If no times are available on a given date, select a different date.

5. If multiple locations are available for the selected time, select one.

6. Save the appointment.

Student Success Hub sends email notifications to the staff and student attendees. The staff member can see the appointment in the Appointment Manager, and the student can see the appointment in the student portal. They can cancel, reschedule, or change the location of the appointment, but they can't change the Topic or Subtopic on the agenda.