Resources for UO Advisors during COVID-19

This page provides resources and guidance for the University of Oregon advising community.

Contents:


Advising Case Management

When to refer a case to OAA (Office of Academic Advising)

In an effort to provide support to students who have been impacted by the current COVID-19 outbreak, the Office of Academic Advising is launching a campus-wide case management system.

If faculty/staff become aware of a student whose academics have been (or will be) impacted by the COVID-19 outbreak, please check the Academics and Classes FAQs related to COVID-19 and follow normal procedures to resolve the issue(s). For example, if a student is experiencing restricted travel that prevents them from being able to attend classes on campus in a future term, helping them adjust their schedule, identify alternative course options, and/or adjusting their grad plan may all be appropriate courses of action. Be sure to keep your appointment summaries (notes on meetings with student) in Navigate.

If the faculty/staff member and/or the student need additional support after you have followed standard protocol, please email uoadvising@uoregon.edu to explain the situation and barriers for the student. The OAA case manager on duty will communicate with you, try to help resolve the issue(s), and create a case in Navigate if additional supports/efforts are required.

Case Management Workflow

1. OAA becomes aware of a student who has been impacted by COVID-19 outbreak and needs additional support beyond what they’ve already received.  

2. OAA issues an alert with “Academic Continuity” as the reason in the student’s Navigate profile.

3. Depending on the nature of the concern, OAA may add additional assignees to the case. Assignees will receive an email notification with a link to view case details in Navigate.  

4. Once you click the link in the email, you will be able to read case details. These will include general context for the student and possible next steps. In general, we anticipate assigning other advising offices only when additional input is needed for department or major-specific requirements, policies, options, etc.

5. Advisor will update student case notes with high-level information and create an advising report for any direct contact with student, in accordance with normal notetaking procedures.  

6. Once assignee has completed all action items, they will remove themselves as an assignee and re-assign “OAA Advising Team Outreach”. This will prompt an email to OAA to pick up the case or close it out.  


Technology Resources

The Office of Academic Advising is monitoring the campus situation related to the coronavirus outbreak very closely. We are working with the University of Oregon to plan for remote advising and will communicate our recommendations as information changes.

As you prepare for potential extended work from home, please follow your department’s policies. We encourage all units to keep student-facing websites updated with current information.

Information Services has published a webpage with additional resources for remote work.

UO Working Remotely Website


Navigate Recommendations

Do you or does your department need assistance with your Navigate scheduling options? Please email navigate@uoregon.edu as soon as possible to discuss with Erin McKercher. 

If you haven’t used Teams for meetings, now is a great time to practice with a colleague. Or, please email navigate@uoregon.edu or Teams Erin McKercher to practice! It should be installed on all UO work computers. App required for use on a smartphone.


APPOINTMENT WORKFLOW

When you're working with a student please ensure you prepare for the appointment as you usually would. We recommend having separate tabs or windows open with Navigate (one on the student's profile page and one on the Upcoming Appointments page), DuckWeb, and the Degree Guide open. Other windows that can be useful depending on your type of appointment are the GPA calculator page, class search, and campus resources. Questions? Email navigate@uoregon.edu.

    PHONE Appointments:  

    1. Student calls, online schedules, or chats to set up a phone appt. They are told that the advisor will call them at the scheduled time on the number provided. Let student know that caller will show as “Unknown" or "No Caller ID" as the number will be hidden.
    2. Advisor uses their personal phone (dial *67 first to block number) to call student at the scheduled time. 

    TEAMS Appointments
    (allows for screensharing; video optional) 

    1. Student calls, online schedules, or chats to set up a TEAMS appointment. They are told to download TEAMS (if they call or chat) and will be emailed instructions (automatically via comments from availability). Student is told that advisor will contact them via TEAMS at the scheduled time.
    2. At the time of the appointment, the advisor searches for student in TEAMS by DUCKID, clicks in message box so that video chat option appears in upper right. 
    3. Advisor initiates video chat by clicking video chat.  
    4. If student does not connect via video, advisor will attempt to reach them via phone following the steps outlined above in PHONE Appointments section.

    ZOOM Appointments
    (allows for screensharing; video optional) 

    1. Student calls, online schedules, or chats to set up an appointment. Appointment scheduled in Navigate. They are told that the appointment will be via Zoom and email instructions will follow.
    2. Advisor schedules appointment on Outlook calendar (this would be at the same date/time that the Navigate appointment appears on Outlook calendar) using Zoom plugin, or uses the Zoom app or Zoom website to schedule the appointment. Advisor sends meeting information (invitation) to student via email. 
    3. At the time of the appointment, the advisor joins the Zoom meeting. 
    4. If student does not connect via Zoom, advisor will attempt to reach them via phone following the steps outlined above in PHONE Appointments section. 

    Need help with Zoom? Visit the UO Going Remote website and click on the Zoom links.


    Advisors: How to Start an Appointment in Navigate (for appointments scheduled in Navigate)
    This flow works if the appointment is scheduled in Navigate. Questions? Email navigate@uoregon.edu.

      1. Before the appointment (can be done after), from your Navigate home, click on Upcoming Appointments tab (will also show recent appointments).
      2. Click on the appointment (checkbox) and then go to Action menu > Add Appointment Summary.
      3. When appointment is done and you’ve made your notes as usual, click Save this Report.
      4. If student did not attend the appointment:
        • Uncheck the "Attended" box next to the student's name (in the Appointment Summary), type "No-show" in the notes, and click Save this Report
        • Alternatively, go to Upcoming Appointments, then look in the Recent Appointments section. Select the appointment and then go to Action menu > Mark No-Show.

      Advisors: How to Report on an Appointment in Navigate (for appointments NOT scheduled in Navigate)
      Do this if the appointment is NOT scheduled in Navigate and you want to add advising notes. You can do steps 1-6 below before the appointment so that you can take notes directly in Navigate. After doing this a couple of times you will likely realize that this is quick and easy. Most faculty and advisors only need these instructions for the first couple of appointments.

      Please note - if you follow these instructions for appointments that WERE scheduled in Navigate you will create DUPLICATE appointments in Navigate and on your calendar. Please contact Erin McKercher, Advising Technology Specialist, with any questions and/or to clarify. Email navigate@uoregon.edu.

      1. Search for the student's Navigate profile.
      2. Click on the Report on Appointment (gray box to right). This opens a blank Appointment Summary.
      3. Select your care unit (Academic and Career Advising for departmental advisors and faculty).
      4. Select your Location (department).
      5. Select Meeting Type (e.g., Phone/Teams/Zoom).
      6. Select Date of appointment.
      7. During the appointment you can type your notes in Appointment Summary, you can copy and paste from another source (such as Word or an email), or you can enter these notes after the appointment is over.
      8. Fill out the meeting start and end times and click Save this Report.
      9. If student did not attend the appointment:
        • Uncheck the "Attended" box next to the student's name (in the Appointment Summary), type "No-show" in the notes, and click Save this Report.
        • Or, go to Upcoming Appointments, then look in the Recent Appointments section. Select the appointment and then go to Action menu > Mark No-Show.
           

      Navigate Drop-in Queue
      Determine your unit's drop-in schedule and make sure advisors' availability records are accurate.  

      1. Student will call main phone line (which is forwarded to staff member) or Chat (depending on your unit). If drop-in appropriate, staff will add student to the drop-in queue on Navigate. 
      2. Advisor will "Start Appointment" from the drop-in queue on Navigate, as usual, to “meet” with student.
      3. Advisor will initiate a chat with students in TEAMS (employing the video feature if possible). Phone will be available if video chat is not an option.
      4. Notes will be recorded in Navigate as usual. 
         

      Advisor Availability "Special Instructions to Student" Template Text (copy and paste) for TEAMS Appointments
      This text appears in the appointment confirmation page in the app or online when a student is scheduling, and also in the appointment email confirmation and reminder. Questions? Email navigate@uoregon.edu.

      Thank you for scheduling an advising appointment. All appointments will happen over the phone or via computer using Microsoft Teams. Please indicate your preference before confirming your appointment.

      For phone: Be sure to enter your phone number. The advisor will call you at the appointment time. Please be aware that the call may display as “Unknown" or "No Caller ID."  

      For a Teams video/screensharing meeting: Please download Teams in advance of your appointment. You can find it in the app store on your smartphone. Or visit http://teams.microsoft.com/. For help with Microsoft Teams, please visit the UO help page at https://service.uoregon.edu/TDClient/2030/Portal/KB/ArticleDet?ID=69989.

      At the time of your appointment, the advisor will call you via Teams. If we are unable to get in touch with you through Teams, your advisor will call you at the phone number you provided. Please be sure to respond to this message with your contact phone number if you did not already include it when scheduling.  

      Please visit https://remote.uoregon.edu/student for more information and resources. For advising resources, please visit http://advising.uoregon.edu.

      Advisor Availability "Special Instructions to Student" Template Text (copy and paste) for ZOOM Appointments
      This text appears in the appointment confirmation page in the app or online when a student is scheduling, and also in the appointment email confirmation and reminder. Questions? Email navigate@uoregon.edu.

        Thank you for scheduling an advising appointment. All appointments will happen over the phone or via computer using Zoom. Please indicate your preference before confirming your appointment.

        For phone: Be sure to enter your phone number. The advisor will initiate the call. Please be aware that the call may display as “Unknown" or "No Caller ID."  For a Zoom video/screensharing meeting: You can download the Zoom app on your smartphone (free). You do not need Zoom downloaded on your computer in order to join the meeting.

        At the time of your appointment, the advisor will start the Zoom meeting. Please look at your appointment email that includes the Zoom link to join. By phone or computer, you can simply visit the Zoom link provided in the email.

        If you are unable to join the Zoom meeting, your advisor will call you at the phone number you provided. Please be sure to respond to this message with your contact phone number if you did not already include it when scheduling.   

        Please visit https://remote.uoregon.edu/student for more information and resources. For advising resources, please visit http://advising.uoregon.edu.


        Navigate Help

        Navigate Help

        Please reach out with questions! I am available to meet individually or as a group. We can explore any Navigate topics you are interested in and consult on workflow and processes for your unit as well as best practices. 

        Erin McKercher
        Advising Technology Manager
        navigate@uoregon.edu


        Navigate Access and Training

        Navigate Access
        and Training


        Navigate Resources

        Navigate Resources


        Additional Resources

        Case Management/Advising Questions
        uoadvising@uoregon.edu

        Navigate Site (bookmark!)
        https://uo.campus.eab.com/

        UO Coronavirus Updates
        https://www.uoregon.edu/coronavirus

        UO Working Remotely website
        https://is.uoregon.edu/remote

        Remote Resources for Students
        https://remote.uoregon.edu

        Academics and Classes FAQs (coronavirus)
        https://www.uoregon.edu/coronavirus-faq#academics