LC Training – Level 2: CIEE Support Team
January 2017
LC Resource Center
1
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
2
How Local Coordinators communicate with Support
• Call the Support Team
• Email the Support Team
• Supervision Reports
3
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.
4
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 [email protected] and only use the
emails of the three support teams or individual support
staff
5
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
6
Flow of Communication
Host Family
Student
LC and RD
CIEE Support
Natural Parents
Department of State
International Representative
7
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
8
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.
9
The Support Work Cycle
10
Disciplinary Process
• Encouragement Letter
• Warning Letter
• Probation Letter
• Dismissal
11
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?
12
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?
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Questions?
14