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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