1. Working at and Managing a Linda Maria Alvarado Angel Yating Yang Linda Maria Alvarado Angel Yating Yang in an International Office Reception Desk

2. Approx. 32 full-time staff on two floors ISSS (including academic advising), Ed Abroad, Admissions, China, GSEP Passport acceptance office Two different appointment making systems More than 600 guests per month (1 guest every 15 min, not including phone calls) Approx. 32 full-time staff on two floors ISSS (including academic advising), Ed Abroad, Admissions, China, GSEP Passport acceptance office Two different appointment making systems More than 600 guests per month (1 guest every 15 min, not including phone calls) Overview

3. Triage: find out what the student or guest REALLY needs Make appointments Notify advisors when students arrive Mail Assist students with forms Answer main phone line and generally answer first-level questions Cash handling Triage: find out what the student or guest REALLY needs Make appointments Notify advisors when students arrive Mail Assist students with forms Answer main phone line and generally answer first-level questions Cash handling Major Responsibilities

4. Triage: find out what the student or guest REALLY needs -- Student doesnt know what they really need Making appointments -- Becoming familiar with advisor calendars Notify advisors -- Learning which advisors respond to which methods of communication Mail -- names and keeping files accurate Assist students with forms -- there are SO MANY forms!! Answer main phone line and generally answer first-level questions -- language, cell phone connections, different advisors want calls handled differently, two phones work differently Triage: find out what the student or guest REALLY needs -- Student doesnt know what they really need Making appointments -- Becoming familiar with advisor calendars Notify advisors -- Learning which advisors respond to which methods of communication Mail -- names and keeping files accurate Assist students with forms -- there are SO MANY forms!! Answer main phone line and generally answer first-level questions -- language, cell phone connections, different advisors want calls handled differently, two phones work differently Common Difficulties

5. WHAT I LOOK FOR… - International or study abroad students - Advisor recommendations - Personal engagement with others (especially of different backgrounds) - Can work more than 1 semester WHAT I SHY AWAY FROM… - Have another job already - Cannot work at least 12 hrs per week (but will not schedule for more than 25) - Very general answers: Ive always been interested in other cultures. WHAT I LOOK FOR… - International or study abroad students - Advisor recommendations - Personal engagement with others (especially of different backgrounds) - Can work more than 1 semester WHAT I SHY AWAY FROM… - Have another job already - Cannot work at least 12 hrs per week (but will not schedule for more than 25) - Very general answers: Ive always been interested in other cultures. Who Can Do This Job?

6. Academic Year 2012-13 and 2013-14 13 total staff - 6 study abroad, 6 international - countries: Brazil, Israel, Costa Rica, England, Japan, China, Mexico, Malaysia, Pakistan Personal Engagement - international high school - member of NAU iClub - amusement park - lived in various places - tutored - multi-cultural background - worked with general public in some capacity Academic Year 2012-13 and 2013-14 13 total staff - 6 study abroad, 6 international - countries: Brazil, Israel, Costa Rica, England, Japan, China, Mexico, Malaysia, Pakistan Personal Engagement - international high school - member of NAU iClub - amusement park - lived in various places - tutored - multi-cultural background - worked with general public in some capacity Student Worker Profile

7. 1 full day before Fall semester Overview plus 15-min presentation from all units Hands-on practice with cash handling, photos, mail sorting Special ISSS presentation ISSS live scenarios 1 full day before Fall semester Overview plus 15-min presentation from all units Hands-on practice with cash handling, photos, mail sorting Special ISSS presentation ISSS live scenarios Initial Training a.k.a. Bootcamp Initial Training a.k.a. Bootcamp

8. 2 full-staff meetings per semester Informational presentation –Ed Abroad info session –FERPA –Sunapsis –Passport intensive Quiz General announcements Olympics! - mail sorting - open the mailbox - lock and unlock the doors/drawers - matching (staff and their jobs, countries) 2 full-staff meetings per semester Informational presentation –Ed Abroad info session –FERPA –Sunapsis –Passport intensive Quiz General announcements Olympics! - mail sorting - open the mailbox - lock and unlock the doors/drawers - matching (staff and their jobs, countries) Continued Training

9. Post Staff out of the Office list Post 2 – 3 notes about timely topics Helpful Hint of the Week Weekly task sign-off Standardization – maps Bi-annual evaluations Reduce clutter!!! –Keep only essentials visible Ed Abroad Advisors & countries Passport info ISSS walk-in schedule Well-used phone numbers Post Staff out of the Office list Post 2 – 3 notes about timely topics Helpful Hint of the Week Weekly task sign-off Standardization – maps Bi-annual evaluations Reduce clutter!!! –Keep only essentials visible Ed Abroad Advisors & countries Passport info ISSS walk-in schedule Well-used phone numbers Communication

10. Worked in a restaurant in China and at an amusement park in USA -- CIE was first office job Friendly environment between other staff and students MAJOR DIFFERENCES Dress code-More Professional Daily tasks-Involves more translation and detail Computer and office equipment-Microsoft Lync; Outlook Calendar to make appointments for advisors; Fedex Office language-More formal, different from most of previous job Organization-Office supply; Front Desk Maps, Task Sign-off sheets Worked in a restaurant in China and at an amusement park in USA -- CIE was first office job Friendly environment between other staff and students MAJOR DIFFERENCES Dress code-More Professional Daily tasks-Involves more translation and detail Computer and office equipment-Microsoft Lync; Outlook Calendar to make appointments for advisors; Fedex Office language-More formal, different from most of previous job Organization-Office supply; Front Desk Maps, Task Sign-off sheets First Impressions

11. Personally introduced to all full-time staff on first day Everyone (other student and full-time staff) are open for questions Learned examples of simple gestures and words to communicate with diverse people Clear instruction of daily tasks Again, friendly environment within the office! Personally introduced to all full-time staff on first day Everyone (other student and full-time staff) are open for questions Learned examples of simple gestures and words to communicate with diverse people Clear instruction of daily tasks Again, friendly environment within the office! What Built Confidence?

12. Always different questions from guests Attention to detail (personal goal) Different notification methods for advisors Constant updates from each department Sometimes difficult to follow specific front desk rules (Eating at the front) Always different questions from guests Attention to detail (personal goal) Different notification methods for advisors Constant updates from each department Sometimes difficult to follow specific front desk rules (Eating at the front) Continued Challenges

13. FROM THE MANAGER - Repeat, repeat, repeat (patience) - Make it fun, fun, fun FROM THE WORKER -Passion! -Patience FROM THE MANAGER - Repeat, repeat, repeat (patience) - Make it fun, fun, fun FROM THE WORKER -Passion! -Patience Take-Office Message Take-Office Message

14. Any Questions? Thank You!