0. LC Training – Level 2: CIEE Support Team
January 2017

1. LC Resource Center

2. 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

3. How Local Coordinators communicate with Support
Call the Support Team
the Support Team
Supervision Reports

4. 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.

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

6. 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

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

8. 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

9. What happens when an issue is reported to Support?
Support receives a call or an .
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

10. The Support Work Cycle

11. Disciplinary Process Encouragement Letter Warning Letter
Probation Letter
Dismissal

12. 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?

13. 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?

14. Questions?