LC Training – Level 2: CIEE Support Team January 2017

LC Resource Center

LC Resource Center The Support Team’s coverage of students How to contact Support Team Staff Download useful forms Reference best practices information Look through educational resources Give feedback to your Trainer about what you want to see on the LC Resource Center

How Local Coordinators communicate with Support Call the Support Team Email the Support Team Supervision Reports

Calling CIEE Support 1-800-448-9944 Reaches CIEE Office 9AM – 8PM EST, Mon-Fri - Phone line staffed by Support Team and Customer Service Team Emergency Line between 8PM-9AM – Calls routed to cell phone monitored by rotating CIEE Staff. Manager on duty for emergency situations.

Emailing CIEE Support What country is the student from? Visit the LC Resource Center’s “Contact Support” page Email the appropriate Support Team Please do not use support@ciee.org and only use the emails of the three support teams or individual support staff

Supervision Reports Requirement of the Department of State Overseas Partners can read Supervision Reports Remember to be objective and to use appropriate language Supervision Reports are not a substitute for reporting concerning behavior to Support

Student Flow of Communication Host Family LC and RD CIEE Support Natural Parents Department of State International Representative

Working with Overseas Agents Requesting important information – transcripts, immunization records, return flights, background information related to student issues Encourage natural parent’s to address issues with their son or daughter when appropriate Provide an explanation of student moves, host family issues and disciplinary issues Problem-solve financial issues with the student

What happens when an issue is reported to Support? Support receives a call or an email. A case is created and assigned to a Support Team staff member All parts of a case are stored in software that all Support staff have access to. SHOW SALESFORCE

The Support Work Cycle

Disciplinary Process Encouragement Letter Warning Letter Probation Letter Dismissal

Common Questions about the Disciplinary Process Why does Support take a long time to give out letters? Why does Support need to speak to a student before issuing a disciplinary letter How are decisions made about what letters to give and when? Why do some students get dismissed for an issue, while another student is not dismissed for the same issue?

Your Questions How do I best support my student? How do you deal with students who come from wealthy families? How do you deal with students who are constantly using their phones/computers/tablets? After contacting Support about a student, will support contact me about the discussion they had?

Questions?