TECH TUTORS SHIFT CHECKLIST
IMPORTANT STEPS & REMINDERS FOR EVERY SHIFT
Attentiveness to Patrons
- Be aware of patrons entering the consultation space (cubicle or online). Begin your consultation with appropriate greetings and use courteous language when addressing the patrons.
- Friends, roommates, study partners, and significant others may not be at the desk with student employees.
- Maintain a professional presence at shift. Avoiding napping at the desk, which includes laying on the desk or reclining in the chairs, no feet or shoes on the desk.
- Using earphones or headphones on shift is not allowed as it makes a tutor less approachable. Tutors may use headphones only when they are attending to a client online. Watching academic/non-academic, or streaming entertainment videos during shift will lead to disciplinary actions.
- Tutors must be in their uniform (T-shirt or sweatshirt) during all shifts. They must be dressed appropriately for professional consultations. Avoid short-shorts, crop tops, hats, pajamas, or clothing with threatening messages or advertisements for inappropriate companies/groups (Budweiser, Hooters, etc.)
Tech Tutors are permitted to do their homework during the shift time. However, the following points need to be strictly ensured:
- You are still not permitted to do homework that requires you to watch a video or listen to audio.
- You are not allowed to use personal devices (laptop, Ipad, phone) for doing your homework.
- Your homework materials (books, pens, notes etc.) should be easy to put aside in case if a patron walks up to you for help. In any case, you must watch your surroundings for anyone who needs help.
- None of your assigned Tech Tutors task like submitting a ticket for a client, responding to team's conversations or emails, should be pending.
- Student employees must maintain a clean working environment at the desks (i.e. no trash or crumbs). Trash must be disposed of in the nearest trash receptacles.
- Pay extra attention to the desk space. Janitors do not clean the desk or drawer areas in Pollock. Keeping them clean is our collective responsibility.
- Snacks and covered beverages are allowed at the desk. Clean up behind yourself as needed.
- Meals should not be eaten at the desk.
- Desktop computers should be used responsibly and student employees should keep their internet browsing appropriate for work. This means games, social media, YouTube, Netflix, and other sites of this nature should not be used while at the desk.
Personal laptops or tablets MAY NOT be used during the shift.
Cellphones should be used sparingly and responsibly. Personal phone calls may not be taken at the desk. In case of an emergency, let your peers know that you need to step away to take a call (for Search Bar shift) or leave a note that you would be back in 5 minutes (for Pollock shift), or use the Away sign (for Online shift).
Starting you shift
Clock in to SubItUp as soon as you arrive at work: http://psu.timeclock.subitup.com/
Greet any coworkers and supervisors present in the space, and introduce yourself to anyone you haven’t met.
Log into your computer, and the following sites/software applications:
During your shift
Check SNow for tickets related to any upcoming appointments assigned to you.
Review any new communication from your supervisors and/or colleagues in the Tech Tutors Team space.
Prepare for any upcoming tutoring appointments.
Complete all required training, forms, ServiceNow notes, and other routine tasks.
Before a scheduled tutoring appointment (follow-up sessions or Faculty appointments)
Complete the Meeting Preparation Form; this includes drafting a goal, objectives, and a high-level outline of steps you plan to take in the meeting.
Review the SNow ticket related to the meeting; you may also review any worknotes from past meetings with the same client and/or worknotes on tickets with similar topics.
Review any relevant documentation in the Tech Tutors wiki, and research answers to specific questions online.
Download/access relevant software you may need for the appointment to ensure it is working as expected.
Ending your shift
At the beginning of a consultation (first 5 minutes)
When you meet your client, introduce yourself, and sit down together.
Show your client the goal and meeting objectives you drafted in the Meeting Preparation Form, and verify whether the information is accurate from the client’s perspective; make changes to the information as-needed based on your discussion.
Greet any potential walk-in clients who approach you during your shift: Answer questions/provide information about the Tech Tutors service as-needed, or help the individual identify other relevant services if they are looking for a type of assistance you can’t provide.
If a walk-in client would like to begin a tutoring session with you, invite them to sit, and introduce yourself.
As the client settles in hand them the hardcopy of the In-take and feedback form. Request them to fill up the In-take information while you open up Service Now and create a ticket on their behalf. Use the Tech Tutors template for creating the ticket. Do not proceed with the consultation without creating a ticket.
Enter their user ID and other required fields, and save the ticket to generate the record number (e.g. INC00012345). Fill in the Short Description field based on the client’s question, and include the following language in the Description field:
This is a record of the walk-in tutoring meeting at 'include location name' to 'briefly describe the problem' (like learning how to integrate mendeley in MS Word, troubleshoot uploading files on PASS explorer etc.)
Work with the client to capture their overall goal and to develop one or more specific objectives for the meeting.
- Add the participant to the meeting when someone shows up in the meeting room.
- Greet them and check if they can hear you alright. Ask the client if they are willing to take the consultation on a video or audio. In any case, keep your video turned on to help the client better. Help them get accustomed to zoom if needed.
- Share the Intake and Feedback form with the client via zoom chat - https://pennstate.qualtrics.com/jfe/form/SV_2mJeSaKksIXJGi9. Ask them to only complete the Intake information section.
- While they fill up the form, open up Service Now and create a ticket on their behalf. Use the Tech Tutors template for creating the ticket. Do not proceed with the consultation without creating a ticket.
- Enter their user ID and other required fields, and save the ticket to generate the record number (e.g. INC00012345). Fill in the Short Description field based on the client’s question, and include the following language in the Description field:
This is a record of an online tutoring session to 'briefly describe the problem' (like learning how to integrate mendeley in MS Word, troubleshoot uploading files on PASS explorer etc.)
- Work with the client to address their request. Use zoom features like screen share, annotation, chat etc. to explain the client about the software or application.
During the consultation
Strive to be professional, friendly, and patient with your client throughout the meeting.
Focus on helping the client to work on their own problem and act as a facilitator as and when needed. Refrain from touching the client's laptop or any other device as far as possible. When you need to demonstrate something complex to the client on-screen, always use your own computer and ask the client to follow along or try it themselves on their own computer. The goal is to help the client learn and not just to solve his/her problem.
For a scheduled appointment, follow the outline you prepared in your Meeting Preparation Form.
For an unscheduled walk-in, try to work through the task(s) the client wants to accomplish in a systematic way similar to how you would accomplish the task yourself in “real life.”
At the end of a tutoring meeting (last 5 minutes)
Thank the client, and ask if they have any final questions before you conclude the meeting.
Request the client to complete a Client Feedback Survey on the flip side of the In-take information form. For online clients request them to fill up the rest of the form and hit submit.
For online clients or faculty members, ask the client to open the web version of the form on their computer or phone before you end the session.
IMP: As soon as the consultation ends (except for online) go to the Qualtrics Intake and Feedback form and fill up the session details that were submitted by the client during the session. If your shift ends immediately after the consultation, take a picture of the form and fill it up before the end of the day. If there are any problems contact your supervisor to request them to do it for you. In any case, the form should be in Qualtrics the same day as the consultation.
Immediately following a tutoring meeting
If you will be meeting with the same client more than once in order to meet their needs, fill out the work notes in the SNow ticket after each individual consultation using the following template:
Meeting # of #
- If the consultation ended with one session then go back to the Service Now ticket and enter the resolution notes to close the ticket.Following bullet points should automatically show up if the Tech Tutor template was used. Explain all the points to the best of your ability and update the ticket as 'Resolved'.
Location: Search Bar/Pollock/Online
Shift: Timing of the shift
Summary: Briefly summarize the client’s problem(s)/need(s) from your perspective.
Steps Taken: List the main steps taken in each meeting with the client.
Software: List all software associated with the case.
Resolution: Briefly state whether the steps taken in the meeting(s) met the client’s needs, whether fully, partially, or not at all.
Reflection: Describe one thing you learned from this experience, and one challenge you encountered during this experience.
If the session was a very short walk-in consultation session (defined as simple 1 question, straight-forward solution, less than 5 min long sessions) then tag it as "5minCon: xxxxxx" in the the "Short Description" field of the Service Now ticket. Enter details for the following fields in the 'Description' section of the Service Now ticket. Paste the same details as resolution notes when you close these tickets.
Summary: Briefly summarize the client’s problem(s)/need(s) from your perspective. *Note: This section may be copied and pasted from your previous work notes.
Steps Taken: List the main steps taken in each meeting with the client. *Note: This section may be copied and pasted from your previous work notes.
Software: List all software associated with the case.