[civsa] Admissions Rep Centers

Thu Apr 7 19:57:30 CDT 2016

Hi Brett - thank you very much for this!!

From: listserv [mailto:listserv-bounces at civsa.org] On Behalf Of Brett Hartnagel
Sent: Sunday, April 03, 2016 1:23 PM
To: listserv at civsa.org
Subject: Re: [civsa] Admissions Rep Centers

Hi Kaitlin,

The Welcome Center at Georgia State is staffed with 4 pro staff members (including me) and nearly 80 student assistants (tour guides and telecounselors). 2 of the 4 are in-house admissions counselors that are responsible for all information sessions and meeting with students. It's a walk-in first come first serve system.

Our tour guides take incoming calls and forward them to the appropriate people. Calls that go to the admissions office are routed through the admissions call center. The only calls we get are about tours and directions. We currently do not have a chat system.

As for set-up, the Welcome Center is located in a separate building from admissions. Being downtown, space is limited so where we are couldn't fit everyone. We have a 75 seat presentation room, a pre-function area, a large lobby with a cafe and the building also has an auditorium and conference center for events. We have 50 visitor parking spaces as well so it's a nice space. The cons are that the tech is out of date. We would love to have better digital signage and the furniture needs a upgrade as well. We are also two blocks from the main part of campus so it's a bit of a walk for some guests.

Hope this helps.

Thanks,

Brett

Brett Hartnagel

Assistant Director - Welcome Center

Office of Undergraduate Admissions

Georgia State University

404-413-2066

welcome.gsu.edu

https://gsustatement.wordpress.com/

________________________________
From: listserv <listserv-bounces at civsa.org<mailto:listserv-bounces at civsa.org>> on behalf of Kaitlin Vance <kvance at admissions.rutgers.edu<mailto:kvance at admissions.rutgers.edu>>
Sent: Thursday, March 31, 2016 4:04 PM
To: listserv at civsa.org<mailto:listserv at civsa.org>
Subject: [civsa] Admissions Rep Centers

Hi CIVSA!

I'm an avid reader of these posts, but this is my first email!

I'm looking to get some ideas in redoing our Admissions Rep Center.  Currently, it's where we service our walk-ins and callers with admissions questions varying anywhere from "tell me about the school" to "why deny's" to scholarship questions to "what classes should I take?"

I was wondering, especially from the large public university members on this list:

*         How do you staff your version of the Admissions Rep Center - with administrative assistants?  Admissions counselors?  Students?

o   If it's with admissions counselors, how do you decide who to schedule for what days?  Do you have them sign up based on availability for a certain number of shifts for the semester?

*         Who takes the call when someone first dials your school?  Currently we have our student ambassadors take a message and enter it into a call log for the counselors to access in order of who called first.

*         Are you using any special type of computer program to help with communication between students and counselors, or callers and counselors?

o   Are you also using an online chat feature?

*         What are your hours that you service walk-ins and calls?  What are your building hours?

*         Do you have any of your constituents make appointments to see counselors, or is it a true "walk in and speak with someone" set up?

*         What are the strengths/weaknesses you see with your current setup?

*         Are there any unique features to your Admissions Center (i.e. viewpoint, statue, tech features, etc.)?

Thank you all so much for your help!

All the best,

Kaitlin

Kaitlin Vance

Admissions Counselor - Campus Programs
Undergraduate Admissions

Rutgers, The State University of New Jersey

Telephone:  (848) 445-8252

Email:  kvance at admissions.rutgers.edu<mailto:kvance at admissions.rutgers.edu>

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