SAVP Update on Virtual Student Services

Published Sunday, July 26, 2020 at 6:00pm

MCC Community

During the past few weeks, MCC Student Services teams have been providing support to approximately 3000 students per week using phone, chat, text, video appointments and email. Thank you to everyone who has been working hard to assist our MCC students!

Mid-July through the end of August is always a peak enrollment period with a high volume of students seeking services. As we get closer to the start of the semester, the number of students seeking support and wait times will increase. It is normal to have in-person wait times ranging from 15 minutes to 2 hours during our peak enrollment periods. We are finding that students seem to have less patience when waiting in a virtual queue or virtual lobby than they did when waiting in our buildings. If a student reaches out to express frustration with wait times, please reassure them that we are experiencing a high volume and that we have team members working as quickly as they can to respond. If they are unable to wait on the phone or in a queue for chat, all services also have email accounts that students can utilize to get assistance.

Limited in-person appointments will be offered to students in situations when assistance can’t be provided virtually. Students need to connect with the service they are needing via phone or chat. If they can’t be assisted virtually, then an appointment will be scheduled. We have to limit the number of in-person appointments to ensure we maintain appropriate distancing, cleaning, and safety protocols in our buildings. Campus facilities remain closed for walk-in services at this time.

The MCC website home page has been updated to provide students direct access to services based on their enrollment needs The ASK MCC chat helps provide quick answers and directs students to the best method of virtual support based on their needs. Services are available via phone, chat, email and video. All services are virtual (phone, chat, video, email, text), with pre-scheduled, in-person appointments as an option only when the student can’t be assisted virtually.

General Enrollment Services and Financial Aid support is also available by calling: 480-461-7000

Academic Advising: Advising is offering same day virtual appointments. Same-day virtual advising appointments (phone and video) open up each morning with around 60-70 available appointment sessions per day. Students must have an active MEID and Password in order to chat or make an appointment with an advisor. If a student can't find an appointment,please encourage them to go to the Virtual Chat that can be found on the advising website: www.mesacc.edu/advising using the "Chat with an Advisor" button. Advising has been holding more than 200 phone/video sessions per week, plus conducting around 450 email and chat sessions.

New Student Orientation, Advising & Registration: New Students participate in New Student Orientation for their advising and registration assistance. No in-person orientation sessions are being held this fall due to COVID-19l. Students complete an interactive, Canvas based orientation and receive virtual support with first semester advising and registration. Over 700 new students have completed the online orientation experience.

Placement Testing: Students can submit verification of placement measures online. Limited in-person placement testing or specialized tests (i.e.: HESI) will be available by appointment only.

Cashiers / Payment: Students can make payment or sign up for a payment plan via my.Maricopa.edu or by calling 480-461-7000, pressing option 3. They do have to listen to the online payment options before they get the option to stay on the line for a representative.

Information Centers: Starting August 10th, Southern and Dobson and Red Mountain Campuses will each have an Information Center to direct students who arrive on campus without being aware our facilities remain closed. The team members volunteering in the Information Center will provide visitors information on how to get virtual assistance. There will also be several computer stations in each location where a student can use a computer to participate in a virtual appointment if they do not have access to technology. A request for volunteers will be coming out soon, so please consider working a day in one of the Information Center to assist our students. Safety precautions, such as plexiglass, hand sanitizer, and masks will be provided.

On August 10th, MCC returns to our normal 5 day work week. Hours for virtual services will be: Mon-Thurs, 8am - 6pm and Friday 8am-5pm. In addition, we will offer virtual services on Saturday 8/15 and 8/22 from 9am-1pm.

In-person appointments and services for the Fall 2020 semester will be determined based on the number of students on campus, student needs, and the current COVID-19 data for Arizona.

In order to address the health and wellness of our students, Student Life & Leadership is developing options for food distribution through the Mesa Market and monthly food box distribution in partnership with the United Food Bank. Counseling will continue to provide phone appointments and Social Workers are available to assist students with identifying community resources.

Take care, stay safe, and be kind,

Carmen Newland and Nora Reyes