Managing the SMS Inbox for Placement Support

Assigned To: Dan Tietz

Category: Student Life Cycle

Department: Placement Specialists

SOP Rule: Cadence

Status: Approved and Implemented

Purpose

Defines the process for managing SMS replies from students related to job opportunities, externships, and employment status tracking.

Scope

Applies to placement specialists responsible for responding to SMS communications and tracking student employment outcomes.

Trigger

• Student replies to SMS message regarding job opportunities or employment status

Process Overview

1. Monitor SMS Inbox

• Check HubSpot SMS inbox daily
• Review all incoming student messages

2. Handle Job/Externship Responses

• If student replies "YES":
  • Create follow-up task for 10 days later
  • Check hiring status and collect employment data
• If student has concerns:
  • Provide encouragement
  • Ask follow-up questions
  • Escalate to advisor if needed

3. Handle Employment Status Updates

• If student is hired:
  • Confirm completion of Career Status form
  • Collect employment details if missing
• If student is still searching:
  • Provide support and guidance

4. Handle Special Cases

• Not seeking employment:
  • Create task for placement support review
• Different location requests:
  • Provide alternative job opportunities
• Unrelated questions:
  • Answer if possible or create support ticket
• Complaints:
  • Address job-related concerns or escalate
• Reluctance to share employment data:
  • Reassure confidentiality
  • Collect available information progressively

5. Close Conversations

• Ensure student inquiry is resolved
• Close or resolve conversation in inbox

Key Rules

• Respond to messages daily
• Track follow-ups using tasks
• Capture employment data consistently
• Escalate complex issues when needed

Completion Criteria

• Student inquiry addressed
• Follow-up tasks created if needed
• Employment data captured
• Conversation closed

Tools and Systems

• HubSpot (SMS Inbox and Tasks)
• Career Status Form (CPE tracking)
• Support ticketing system

Revision History

• Version 1: 07/17/2025
• Version 2: TBD
• Version 3: TBD