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Academic Advisor Out-of-Office (OOO) Coverage

Academic Advisor Out-of-Office (OOO) Coverage

Assigned To: Dan Tietz, Jessica Myers, Chris Lofton, Carly Cavagnoli, Trent Scipio, Sarah Dungan
Category: Employee Life Cycle, Student Life Cycle
Department: Academic Advisor
SOP Rule: Trigger
Status: Approved by CEO and Implemented

Purpose

To ensure that student needs are met and no critical items are missed when an Academic Advisor is absent. While coverage is provided, it remains the Academic Advisor’s responsibility to follow up on their tasks, students, graduates, and communications upon return.

Scope

This SOP applies to all Academic Advisors at Zollege. It ensures that tasks are delegated and communications are coordinated using tools such as HubSpot and Canvas.

Definitions

  • OOO: Out of Office
  • Slack: Messaging and collaboration platform
  • NSO: New Student Orientation
  • HubSpot: CRM for tracking student interactions
  • Canvas: Learning management system
  • Coverage Plan: Task delegation document
  • Handoff Note: Task and responsibility outline

Responsibilities

  • Academic Advisor (OOO): Notify team, prepare handoff, delegate tasks
  • Peer Advisors: Handle assigned tasks and communications
  • Manager: Oversee coverage and approve absences
  • Support Staff: Assist with calls, emails, and systems

Procedure

Step 1: Notify the Supervisor and Team

  • Notify manager and team at least 3 business days in advance
  • For emergencies, notify immediately
  • Block calendar and reschedule meetings
  • Set email and voicemail OOO messages

Step 2: Communicate and Request Coverage

  • Inform team coverage is needed
  • Notify impacted departments
  • Use Slack for communication

Step 3: Prepare Coverage Plan

  • Include pending HubSpot tasks
  • Scheduled student calls
  • Canvas tasks
  • Special instructions

Step 4: Coordinate With Peers

  • Assign peer advisors
  • Monitor HubSpot and Canvas
  • Share plan with supervisor

Step 5: Team Protocol During Absence

If a student contacts:

The Academic Advisor you’re trying to reach is currently out of the office and will return on [Date]. In the meantime, we can assist you.
  • Reassign inquiries as needed
  • Update team via Slack

Step 6: Update Internal Systems

  • Reassign HubSpot tickets
  • Update Canvas tasks
  • Document urgent items

Step 7: Final Check

  • Confirm coverage before leaving
  • Review systems upon return

Checklist

  • Prepare and communicate coverage plan
  • Reassign HubSpot tickets
  • Monitor Slack and email

Revision History

  • 1st Version: 7/15/25
  • 2nd Version: mm/dd/yy
  • 3rd Version: mm/dd/yy