W9124J20R0015 Atch 10 ACES Multi-Use Learning Facility Coordinator SOP 8 May 20.pdf

W9124J20R0015 – Attachment 10

Multi-Use Learning Facility

Coordinator

SOP

HQ IMCOM

Army Continuing Education System (ACES)

July 2020

Table of Contents

DAILY CHECKLIST

CUSTOMER SERVICE

World-Class customer service is our business!

Greeting Customers

TELEPHONE PROTOCOL

SUPPORT EDUCATION CENTER PROGRAM AREAS

MONITOR FACILITY USAGE

BUILDING SAFETY

GoArmyEd Procedures

DAILY CHECKLIST

Complete daily operational tasks noted below as needed:

Make sure electronic and computer equipment is turned on and operational.

Log in the customer management terminal (CMT).

Maintain the Lobby area:

o Ensure all correspondence is current: pamphlets, newspapers flyers, etc.

o Ensure all customers are logged into CMT o Ensure work area and customer waiting area is clean, neat, stocked, organized and professional looking.

o Ensure computers and peripherals are clean and operational o Arrange materials, classroom equipment, and computers as needed, Maintain and replenish literature/literature rack, publications, and electronic and print bulletin boards, waiting areas, etc. in a neat and professional manner

Maintain files IAW Army Records Information Management (ARIMS) and ACES information customer management systems

Catalog and assist in administration of equipment/supplies, completion of hand receipts and sub-hand receipts, and Property Inventory Reports IAW with the site SOP or written directive

Explain Multi-Use Learning Facility (MLF) procedures and policies IAW SOP and other similar written directive.

Post information and schedules for courses, and track classroom/facility usage Assist clients with locating and enrolling in military programs and courses of instruction (both local and online), including military correspondence courses Follow clearly detailed and specific procedures IAW site Standard Operating

Procedure (SOP) or similar written directive Assist clients with locating resources in support of academic programs

CUSTOMER SERVICE

World-Class customer service is our business!

Greeting Customers

First Come First Serve Basis

Customers are always treated with dignity and respect

Every Customer MUST Sign-in, NO Exceptions!

Always greet customers as they enter the work area and assist within 2 minutes of their arrival into the Ed. Ctr., and ask Greet with a smile and ask “How can we help you?” in a clear, courteous, and professional manner, and enter participation data into GoArmyEd and or other approved automated system.

Assist clients with scheduling and use of training aids and equipment to ensure proper use.

Report non-compliance with building use procedures to the On-Site Coordinator or Government personnel upon occurrence or IAW with local guidance.

Monitor and record usage of facilities during scheduled hours of operation, and ensure facilities are empty and secured when not in use, as well as track facility key usage and report discrepancies IAW SOP.

Support special events as directed by Education Services Officer (ESO) (i.e.

college fairs, graduation, etc.)

Assist Soldiers with required military training.

Assist ESO, Education Services Specialist (ESS), and Guidance Counselors as needed in conducting Education Center operations.

TELEPHONE PROTOCOL

Phone Courtesy

Before answering the phone; smile, then start the conversation with “Thank you for calling the (Location) Education Center, how may I help you?”

If the phone rings while assisting a customer, politely ask the customer to wait, answer the phone, and ask the telephone customer to please hold. While the telephone customer is on hold, continue to assist the initial customer. Once the initial customer has been serviced, return to the phone to assist that person.

Assistance is on a first come, first served basis.

Sign and date all messages and give them to the appropriate person or transfer the customer to the counselor.

If a person on the phone requests to speak with a counselor directly, take a detailed message that includes the customer’s name, rank (if applicable), last four of SSN, and phone number, and let the customer know a counselor will be in touch within (local policy) business days. Ensure that all messages are dated, indicate the name of the person who took the message, and give them to the appropriate person. If appropriate, transfer the customer to the counselor.

Phone Operation

Answering the phone: the main phone line is XXX-XXX-XXXX.

o Call waiting: education center specific.

Dialing Out: education center specific

Transferring Calls: education center

Maintain education center phone roster at the front desk.

SUPPORT EDUCATION CENTER PROGRAM AREAS

Assist ESO, ESS, and Guidance Counselors as needed in conducting Education Center operations.

Support special events as informed by ESO (i.e. college fairs, graduation, etc.), Post schedules for courses, and track classroom and facility usage.

MONITOR FACILITY USAGE

Monitor and record usage of facilities during scheduled hours of operation, and ensure facilities are empty and secured when not in use, track facility key usage, and report discrepancies.

Report non-compliance with building use procedures to the On-Site Coordinator or Government personnel upon occurrence

Maintain work area/office in a clean, neat, professional, and orderly manner.

Catalog and assist in administration of equipment/supplies and completion of hand receipts, sub-hand receipts and Property Inventory Reports, Education center specific.

BUILDING SAFETY

Identify and assist in correcting safety issues, i.e. slipping, tripping hazards

Assist in maintaining a secure environment and assist with Random Access Measures

(RAM).

GoArmyEd Procedures

The following GoArmyEd Customer Service Principles are provided as guidelines for Army Education Personnel service providers to follow when creating and tracking GoArmyEd notes and CRM cases.

1. Consistent - Provide consistent service and follow standard operating procedures. Each case is documented so the customer receives the same level of service.

2. Correct - All service providers will have access to training resources at the end of this document. Those resources will be used to correctly identify a customer's issues, assign the correct case category and subcategory, and either completely resolve or escalate the case. If you do not know the answer to a question, add notes to indicate that the case is being escalated, and inform the customer so he or she can track the status of the case.

3. Complete - All case documentation is complete with pertinent information allowing the customer and other service providers to completely understand the facts of a case and what was done or still needs to be done to resolve the case.

4. Customer-Oriented - All written case actions are customer-focused instead of internally oriented (even though other service providers may also be an intended audience for the messages). All case documentation, action notes, and resolutions are addressed to the customer and provide information the customer needs to understand the status and/or outcome of the case. Customers include Soldiers, Counselors, Education Service Specialists, Schools, Program Mentors, HRC and IMCOM ACES, and IBM. Be certain your comments and notes are professional in nature and always present the student’s issues without judgment.

5. Collaborative - All tier levels support each other and encourage a collaborative environment focused on consistent and customer-oriented service.