Cases
- Michelle Loker
What is a Case
A case is formal documentation created from an alert or request. The case is then used to document the follow up actions taken.
How are Cases Created
There are two ways a case can be created:
By faculty or staff raising an ad hoc alert
By students requesting assistance
Ad-hoc Alert and Request Assistant Reasons that Create Cases
The following tables outlines what ad hoc alert reasons and student request reasons create cases and who they are assigned to.
Ad hoc Alert Reason (Initiated by Faculty or Staff) | Case Assigned To |
|---|---|
Financial Concern | Financial Aid Counselor |
Health and well-being concern | Success Navigator |
Lack of in-person and/or online engagement | Team Lead (if one is assigned) otherwise the Success Navigator |
Referral to READ Center | READ Center Director |
Referral to Tutoring | Tutoring Center Director |
Request for Assistance Reasons (Initiated by a Student) | Case Assigned To |
|---|---|
I am feeling overwhelmed | Peer Mentor (if one is assigned) otherwise the Success Navigator |
I need help paying for college | Financial Aid Counselor |
I need help with basic needs | Success Navigator |
I need a tutor | No Case is Created / Student receives an email with information on tutoring and how to make an appointment. |
I need to talk to someone about changing my major | No Cases is Created / Student receives an email with information to contact the UARC office for further assistance. |
Who Manages the Case
Assigned Cases
See above table
Unassigned Cases
Not all students have Success Navigators, Peer Mentors or Team Leads, so those cases will be created and not assigned to anyone.
The New Student and Family programs office will manage unassigned cases.
When are Cases Closed / Who Gets Notified
Cases will be closed after contact with the student or if the student has not responded within two weeks of the open date.
The staff who issued the ad hoc alert or the student who requested assistance will receive email notification with the case outcome reason (and comments if the person closing the case selects to send them) when the case is closed.
Staff closing the case will need to check the box to include their comments in the case closed email to the staff who issued the alert or students who submitted the request for assistance.