PARTNER MANAGEMENT
COMMUNICATION
Communication Guidelines
Applications: Within 10 business days of “application ready to review” = YES, we will review and assign a status. Students who are not assigned out should not have any status as a status indicates the application has been fully reviewed and that all items are either accounted for or noted as missing.
Conditional
Accepted: Nothing is missing.
Pending: All missing items are listed.
Even though applications are assigned out, it is the Account Manager responsibility to know how many applications their agents have in, how many remain to be submitted, and to make sure the agents are responding to missing items in a timely manner (run reports).
Emails: Responding to emails that came in overnight should be a priority from 9-10am as soon as you get into the office. Allow time at the end of the day to respond to emails that came in throughout the day. Even if you do not have an answer for them yet, respond to let them know you are working on the solution. Flag the email to follow up on it.
The account manager should answer all emails for their agents, regardless of the person to whom the email is addressed. Agents often address emails to the most recent person they were speaking with, or just out of habit, or because they think they will get a faster answer from someone else. We are trying to reinforce their communication with their account manager, so if this email is not addressed to you, you can respond with the following:
“Dear X, Thank you for reaching out, I am happy to answer this question. Also, please feel free to direct any questions to me as I am your account manager and would love to help you with XYZ. “
If any staff member answers an email for another staff member, they should be explicit in what the next steps are to be. Such as, if an agent asks if we have any tuition schools and Vickie sees this and sends them the link, she will also say in the email “Here is the link to the schools. I recommend St. Patrick’s as they have a lacrosse team. Megan will follow up with you regarding the fees and potential families”. This will eliminate any confusion about ownership of the next steps.
Phone calls: Always return on the same day.
Support/Moves: If an emergency move, you will need to process this outside of normal business hours or make sure you have someone who will do it for you. If you have a potential kick out in progress, keep in touch with Laura Maxon on the move process. Do not depend on the emergency phone process for anticipated moves.
Considerations:
Be sure to copy in everyone
These are things that you should know, in general, about your partners. You should, ona weekly basis, check in with them about these topics.
Applications: Within 10 business days of “application ready to review” = YES, we will review and assign a status. Students who are not assigned out should not have any status as a status indicates the application has been fully reviewed and that all items are either accounted for or noted as missing.
Conditional
Accepted: Nothing is missing.
Pending: All missing items are listed.
Even though applications are assigned out, it is the Account Manager responsibility to know how many applications their agents have in, how many remain to be submitted, and to make sure the agents are responding to missing items in a timely manner (run reports).
Emails: Responding to emails that came in overnight should be a priority from 9-10am as soon as you get into the office. Allow time at the end of the day to respond to emails that came in throughout the day. Even if you do not have an answer for them yet, respond to let them know you are working on the solution. Flag the email to follow up on it.
The account manager should answer all emails for their agents, regardless of the person to whom the email is addressed. Agents often address emails to the most recent person they were speaking with, or just out of habit, or because they think they will get a faster answer from someone else. We are trying to reinforce their communication with their account manager, so if this email is not addressed to you, you can respond with the following:
“Dear X, Thank you for reaching out, I am happy to answer this question. Also, please feel free to direct any questions to me as I am your account manager and would love to help you with XYZ. “
If any staff member answers an email for another staff member, they should be explicit in what the next steps are to be. Such as, if an agent asks if we have any tuition schools and Vickie sees this and sends them the link, she will also say in the email “Here is the link to the schools. I recommend St. Patrick’s as they have a lacrosse team. Megan will follow up with you regarding the fees and potential families”. This will eliminate any confusion about ownership of the next steps.
Phone calls: Always return on the same day.
Support/Moves: If an emergency move, you will need to process this outside of normal business hours or make sure you have someone who will do it for you. If you have a potential kick out in progress, keep in touch with Laura Maxon on the move process. Do not depend on the emergency phone process for anticipated moves.
Considerations:
Be sure to copy in everyone
These are things that you should know, in general, about your partners. You should, ona weekly basis, check in with them about these topics.
- Number of students they expect to send.
- Number of students that have already applied.
- Number of Placements they have processed.
- Number of Placements they have in progress.
- Percentage they are placed overall. (processed and in progress).