1. Client Services and Protocol

2.  Jan 8-10  At least three counselors at counseling windows.  Document Center staffed by knowledgeable liaison.  At least one front desk attendant checking students in for appointments.  Two “back-up” representatives who can be used where needed. Jan 13-17  At least four counselors at counseling windows.  Document Center remains staffed.  At least three student ambassadors helping the flow of students at the front end, outside the financial aid lobby.

3.  Lobby Ambassador  Document Center  Front Desk  Counseling Windows

4.  The Document Center will also double as a check- in station.  These check-in stations (6) will be for students who do not have appointments to meet with counselors. They will collect data and give instant correspondence via email on how students can self-assist their inquiries.  Students can also schedule a future appointment at these stations.  The Document Center itself will be headed by a staff member who will accept documents and mark as received in Zzusis for the student.

5.  This role will be filled by a WSU student ambassador known as a Cougar Connector.  The primary objective of this role is the direct traffic and help ensure the Office of Student Financial Services sees no lines this spring.  If students have an appointment, the ambassador will direct the student the front desk. If not, the ambassador will direct the student to a check-in station.

6.  The Front Desk Attendant will be in-charge of checking students in for their scheduled appointments.  It will also be at the discretion of the Front Desk Attendant whether or not a student who does not have an appointment can be squeezed in for a walk-in appointment. This discretion will be exercised based on the nature of the issue.