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Report from the IPEDS Help Desk: Calls We Take…. And Calls We Make…

Report from the IPEDS Help Desk: Calls We Take…. And Calls We Make…. Turning Knowledge into Practice. Jamie Isaac and Janice Kelly RTI International. IPEDS Help Desk. - Operated by RTI International - Specially hired and trained to serve IPEDS customers

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Report from the IPEDS Help Desk: Calls We Take…. And Calls We Make…

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  1. Report from the IPEDS Help Desk:Calls We Take…. And Calls We Make… Turning Knowledge into Practice Jamie Isaac and Janice Kelly RTI International

  2. IPEDS Help Desk - Operated by RTI International - Specially hired and trained to serve IPEDS customers - Open weekdays 8:30am to 5:00pm Eastern time - Open evenings and weekends during the final week of each collection

  3. Meet the Help Desk Staff

  4. Meet the Help Desk Staff Preston Emily Lola Ramel Leslie Leslie Lisa Albeza Charlene Mack Laquita Byron Jef William

  5. It’s time to play… Name That Survey!

  6. Name that survey… - This is one of the more recent additions to the IPEDS collection - It’s often considered to be the “easiest” of the surveys - Patricia Brown is the survey director at NCES - No, the Acronym does NOT stand for “Silly and Fictitious Answers”

  7. Name that survey… Yes, it’s… Student Financial Aid (SFA)

  8. Name that survey… - This survey has the highest rate of non-compliance - This is the only survey that allows negative values - It’s considered to be one of the “hardest” surveys - Cathy Statham is the survey director at NCES - No, the Acronym does NOT stand for “Futility”!!

  9. Name that survey… Yes, it’s… Finance (F)

  10. What’s New at the Help Desk? • New web-based application which integrates all call history, email history, and prompting history • Allows Help Desk staff to easily see all previous contacts with institution, and to track unresolved questions/issues. • Automatically routes undeliverable emails to Help Desk staff for follow-up and resolution. • Provides complete and thorough documentation which can be supplied to Federal Student Aid for non-compliance follow-up.

  11. What’s New at the Help Desk? • Many veteran staff • At present, we have 19 staff with combined experience of 82 collection periods (avg. of 4.3 each). • IPEDS users continue to keep us very busy.

  12. Help Desk Activity 2003-04 by Collection * Projected

  13. Inbound Call volume Collection Year * Projected

  14. Outbound Call volume Collection Year * Projected

  15. Inbound v. Outbound Projections Collection Year

  16. Undeliverable Emails – A Growing Problem Number of “Bounced” or Undeliverable Emails, by Collection Year * Projected Collection Year

  17. Undeliverable Emails • More filters & virus protection software are increasingly preventing the emails from being delivered. • Frequent upgrades to software, and/or changes of ISPs, lead to outdated email addresses that are not being updated by keyholders. • The increase in SPAM has made it more difficult to separate the good email from the “bad,” and has also clogged up the email boxes of keyholders. We recently decided that we need to send a letter to all keyholders asking them to take steps to ensure timely receipt of IPEDS-related emails. What are the reasons for this growing number?

  18. Top Ten Reasons for Not Getting IPEDS Surveys Submitted on Time • I already submitted it last year. • I don’t have any students who received financial aid this year. • Our internet provider wasn’t working. • The person who usually does it has been on vacation. • I thought the reminder email said that it was due NEXT month.

  19. Top Ten Reasons for Not Getting IPEDS Surveys Submitted on Time 6) We had a hurricane and our records were destroyed. 7) I broke my wrist and I haven’t been able to use my computer keyboard. 8) The information you are requesting is confidential and I won’t give it to you. 9) The feds seized all of our records so I don’t have the information to give you.

  20. Top Ten Reasons for Not Getting IPEDS Surveys Submitted on Time 10) NCES delays the collection whenever it wants to… …so I should be able to delay my submission when I want to! By the way… how many of those excuses do you think we fabricated? NONE!

  21. Some of our favorite lines... - I've printed and locked my data. Where should I mail the hard copy? - Wow, you are really nagging this year!

  22. Some of our favorite lines... - My heart is not beating in the appropriate sequence and the sweat has dried on my hands. I’m glad I am done. - Haaaaal - le-lu-jah Haaaaal - le-lu-jah Hallelujah Hallelujah Haaal - le - luuuuuuuuu- jah!

  23. In Closing… Thank you for your assistance in making IPEDS successful. Remember… for your data needs…. Make Your Point with IPEDS!

  24. Report from the IPEDS Help Desk:Calls We Take…. And Calls We Make… Turning Knowledge into Practice Jamie Isaac and Janice Kelly RTI International

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