W9124J20R0015 Atch 7 ACES Reception and Administration SOP 8 May 20.pdf
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- Attached to
- U. S. Army Continuing Education Support Services Solicitation Amendment Federal contract opportunity
- Solicitation number
- W9124J20R0015
About this file
This document contains standard operating procedures for reception and administration services at U.S. Army Continuing Education System education centers. Key details include daily checklists for front desk staff, guidelines for greeting customers, processing in-and-out, handling telephone calls, supporting education programs, monitoring facility usage, placing work orders, and ensuring building safety. Procedures are also outlined for assisting Soldiers with GoArmyEd functions like course registration and tracking case notes.
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Text version
W9124J20R0015 – Attachment 7
Reception &
Administration
SOP
HQ IMCOM
Army Continuing Education System (ACES)
July 2020 http://www.google.com/url?sa=i&rct=j&q=&esrc=s&source=images&cd=&cad=rja&uact=8&ved=0ahUKEwjCus_l2KDPAhWMNiYKHRnLA1IQjRwIBw&url=http://www.flickriver.com/photos/tags/crests/interesting/&psig=AFQjCNHdwmN3Epc8gGKiuCOr91Jh0fYMEg&ust=1474555326897839 http://www.google.com/url?sa=i&rct=j&q=&esrc=s&source=images&cd=&cad=rja&uact=8&ved=0ahUKEwiYz8W_2aDPAhUJRCYKHeyyA5EQjRwIBw&url=http://www.defenseindustrydaily.com/2203M-to-2-Firms-for-Army-Continuing-Education-System-Support-05842/&psig=AFQjCNGynGx8hUwN0eo9hu0yi7rwxrwxKg&ust=1474555515436802
Table of Contents
DAILY CHECKLIST
CUSTOMER SERVICE
World-Class customer service is our business!
Greeting Customers
OUT-PROCESSING
TELEPHONE PROTOCOL
Phone Operation
SUPPORT EDUCATION CENTER PROGRAM AREAS
MONITOR FACILITY USAGE
PLACING WORK ORDERS
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 and work 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
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 System (ARIMS) and ACES information customer management systems
Review, correct, or recommend corrections to prepared documents
Open and sort mail; receive, date stamp, and distribute. Sign for delivered packages and distribute.
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. Greet with a smile and ask “How can we help you?” in a clear, professional and courteous manner.
If there is a line of customers waiting, acknowledge the next person(s) by stating
“I will be with you shortly.”
Provide general information and assist Soldiers in navigating the GoArmyEd system and CMT as applicable.
Thoroughly triage customers to ensure they are seen by the correct person and reduce unnecessary wait times.
Reasons to see a Counselor are Ed Center specific:
o Counseling appointment o GoArmyED Problems o ETS – Chapter or Retiring o Post 9/11 Information o Schedule Exams o Test results o Promotion or OCS packet o Transcript Evaluation Memo o etc
Monitor CMT wait times and notify appropriate personnel of longer than expected wait and service times. Manage customer expectations and notify customers of potential wait times, personnel shortages and upcoming closures/special events.
Assist in troubleshooting potential administrative/reception issues by coordinating with appropriate personnel. Communication is key!
Assist Soldiers as appropriate
OUT-PROCESSING
Conduct administrative aspects of group in and out-processing of Soldiers and general briefings following a prepared script (Ed Center specific).
PCS
Local procedures
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.
Do not forget to take them off hold, service is on a first come first serve 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 informational briefings on ACES programs and services, to include but not limited to assembly and distribution of briefing packets and program orientation
Support special events like college fairs and graduation; etc.
Identify and recommend the ordering of education-related handouts and marketing items from sources such as the Defense Activity for Non-Traditional Education Support (DANTES) and Department of Education and ensure the display is clean, orderly and current
Post schedules for courses, and track classroom and facility usage.
MONITOR FACILITY USAGE
Monitor and record facility usage 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
Arrange materials, classroom equipment, and computers as needed
PLACING WORK ORDERS
Assist ESO and facility manager with completing, submitting, and ensuring completion of all work orders for Education Center facilities.
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, report, 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.
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