We are now responsible for handling enquiries under ‘Incomplete’ status in Studylink. These enquiries are often simple, but we are still required to check in on them (at least once a week). If you are rostered on for ‘Studylink’, these are the enquiries you are meant to be working on/prioritising.

Instructions:

Steps

1. Set up filters in Studylink and save it as a search for easy access (Jason will show you how to do this for the first time and save it for easy access).
2. When responding to an enquiry:
   1. Go to the communications tab within the student’s application to see the enquiry
   2. Go to the student’s email, click reply all/forward depending on the enquiry
   3. Send mail. Once sent, fill in the relevant details in this spreadsheet. (Student may not have a Student ID yet, so only put one if available)
   4. Once completed, click on the green notification flag, tick the email and ‘OK’ to acknowledge the flag for the notification to be ‘actioned’ so it goes away.

Common Enquiries

Most inquiries will be either:

• Undelivered mail to either the agent or the student.
• Application fee waiver for applicants from countries that are required to pay the fee.
• Program information inquiries
• Duplicate application or one IPCA and one submitted application inquiry.
• Inquiries regarding research, study abroad, sponsorship/scholarship and other specific inquiries generally are not covered and are advised to submit their application. No need to reply.

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