SLA: Advisement and Career Services

 SLA: Student Central & Advisement and Career Services 

Department: Advisement and Career Services
Director: Lesley Fagu
Initial Meeting Date: 10/2024 

Purpose

This agreement outlines how Student Central will support student inquiries related to Advisement and Career Services. It establishes a framework for service delivery and the development of training resources to ensure Student Central provides accurate and up-to-date information.

Responsibilities

Student Central Staff will:

  • provide accurate and timely information regarding Advisement and Career Services programs and services
  • communicate clearly and professionally with students
  • assist students with accessing resources such as program web pages, eligibility requirements, and referral forms.

Advisement

  • Guide students to information about Advisement center locations, hours, and ways to connect utilizing the advisement website
  • Inform students about placement requirements and the assessment process; connect students to an advisor for additional questions
  • Educate students of the availability of CCBC programs; connect to an advisor for assistance with determining if the student’s major aligns with their career and transfer goals
  • Help students connect with an advisor for guidance on developing a transfer plan and navigating the four-year college transfer process
  • Refer students to an advisor for class selection
  • Assist students with general information about classes
    • formats (on-site, blended, online – asynchronous/synchronous)
    • terms (fall, winter, spring, summer) and start dates (14-week, 10-week, 7-week, etc.)
    • yearlong schedule view
    • registration start dates (mid-March for summer and fall, mid-October for winter and spring)
  • Support students with registering for classes aligned with their advisor-approved DegreeWorks plan
  • Assist students with formally changing their major with the Registrar’s Office
  • Support students with locating graduation application deadlines and general information.

Career Services

  • Connect students to a career coach for assistance with
    • identifying career interests and goals (undecided/exploring)
    • job search assistance, internship opportunities or career planning
  • Educate students about College Central Network for Federal Work Study jobs and employer job postings
  • Inform students about Career Services locations, hours, and appointment options and assist students in navigating the Career Services website and appointment scheduling link
  • Assist community members (who do not plan to attend CCBC or have a CCBC ID number) with referrals to Baltimore County Career Centers for public resources.

Student Central Service Availability 

Service Channel

Hours of Operation

Response Time

In-Person Support

Mon – Tues, [8:30am-5:00pm]

Immediate

Weds – Thurs, [8:30am-7:00pm]

Immediate

Fri, [8:30am-4:30pm]

Immediate

Phone Support x2222

Same hours as above

Within 5 minutes

Email Support

Same hours as above

Response within 24 hours

Live Chat

Low Peak Times

Response within 1-2 minutes

 

Performance Metrics & Targets

  • First Contact Resolution (FCR): 55% of inquiries resolved on the first interaction.
  • First Call Resolution (FCR): 45% of inquiries resolved on the first interaction.
  • Response Time: To be determined

We are using the FAQs to create a training resource because they represent the most common student inquiries for Advisement and Career Services. By structuring training around these FAQs, we will ensure that Student Central staff are well-prepared to provide accurate, consistent, and timely responses.

Departmental Frequently Asked Questions (FAQs)

Advisement

  1. How do I make an appointment to meet with an advisor? Visit the advisement website for ways to connect. You may submit an advisor request online or visit an advisement front desk location at Catonsville, Dundalk, or Essex.
  2. Who should I talk to before changing my major? Discuss changing your major with your advisor to make sure the major is aligned with your career and/or transfer goals.
  3. Where can I find what courses I should take for my major? You can find courses for your major in the CCBC catalog. Talk to your advisor to determine which catalog year you should follow.
  4. Where can I find my degree progress information? If you have attended recently or are a current student, you can find your progress by logging into your myCCBC account and select the “Degree Audit” icon. Your “DegreeWorks” worksheet will highlight your progress based on your student record. DegreeWorks is a tool to assist you. Any changes you make are not reflected on your account until the following date. Make sure you talk to your advisor for any questions about your progress.
  5. Where can I find information for selective admissions information for Anesthesia Technology, Dental Hygiene, Emergency Medical Services Technology (EMT), Medical Laboratory Technology, Nursing, Mortuary Science, Occupational Therapy Assistant, Radiation Therapy, Radiography, Respiratory Care Therapy, Surgical Technology, or Veterinary Technology? Visit the School of Health Professions website and identify the program of interest. Each program that requires a separate application for admission will have program admissions packets of detailed information to inform you of requirements to apply. It’s important to review the admissions packet before meeting with a Health Professions pathways advisor for additional guidance.
  6. How can I register for classes? You can register for classes online by logging into your myCCBC account and select the SIMON icon to continue. You may also visit a CCBC Enrollment and Student Services center and complete a registration form.
  7. How do I create a balanced schedule that works for me? Consider your workload, personal commitments and courses you are enrolling in. Your advisor can help you plan and strategize.
  8. How can I determine if I should drop/add course(s)? Talk to your advisor and Financial Aid (if you receive any form of grants, scholarships or loans) to determine the impact of class changes.
  9. Who should I talk to about transferring to another college or university after CCBC? Talk to you advisor to create a transfer plan.
  10. Who should I talk to if I’m not doing well in my course(s) or having other difficulties? Talk to your advisor. They will guide you on making a success plan and assist you with finding college resources to support you.

Career Services

  1. How do I apply for Federal Work Study positions? If you’re eligible for Work-Study through Financial Aid, refer to the flyer for step-by-step instructions on applying for on-campus positions.
  2. Can I get help with practicing interview skills? Schedule an appointment with a career coach for interview coaching.
  3. Where can I get help finding an internship for my major? Contact Career Services or your faculty program coordinator for internship opportunities.
  4. How do I post a job for a CCBC student? Contact Career Services.

6. Key Takeaways

  • Students must have an active education plan in DegreeWorks before receiving registration assistance from Student Central.
  • Official transcripts and documentation used for assessment and placement must be submitted to the Registrar’s Office. Copies of official documentation that has been submitted can be used for advisement until a formal review is completed.
  • Students should be directed to the advisement website for information about advisement services. For quick questions, students can be directed to use the CCBC Chatbot or complete the advisor request form. To use the request form, students must accurately put in their preferred email or they may not receive follow up guidance.
  • Students can schedule an appointment with a career coach through the Career Services webpage.
  • Undecided/exploratory students can use Focus2 to explore career options. They should make an appointment with a career coach for additional support of career tools.
  • Career Services will refer those who are not CCBC students to Baltimore County Career Centers for public job resources.

Referral Pathway

If service expectations are not met, issues should be escalated as follows:

  1. Level 1: Student Central Specialist → Initial resolution attempt.
  2. Level 2: Advisor or Career Coach (SME) → Formal review and resolution.

SLA Review & Continuous Improvement

Student Central and Advisement and Career Services will meet regularly to assess service delivery and resolve any procedural issues. Feedback from students and staff will inform ongoing improvements to service delivery.

Approving Stakeholders

Director of Student Central Campus Services: Donesha Nazeer, 6/2025
Director of Student Central Virtual Services:
Director of (department): Lesley Fagu, 6/2025

 

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