Guidelines for Students

Purpose

The Enrollment and Student Success teams are committed to providing timely, personalized support to all prospective and current students. These guidelines help ensure appointment availability is used effectively and that students receive the assistance they need to achieve their educational goals.

Appointment Scheduling

Students are encouraged to:

• Select a date and time that does not conflict with classes, work or other commitments
• Schedule appointments only when they can dedicate sufficient time to fully participate in the session
• Arrive prepared with any necessary documentation, questions or information needed to address their concerns
• Be ready to present a valid photo ID at the time of appointment (virtual and in-person)
• Check in for in-person appointments before the scheduled start time
• Join virtual appointments from a quiet location with reliable internet access and technology
• Review appointment confirmation details and ensure they have the correct appointment date, time, and location or virtual meeting information

Cancellations and Rescheduling

Students who are unable to attend an appointment should cancel or reschedule as soon as possible.

• Whenever possible, students should provide at least 24 hours’ notice
• Advance notice allows another student to utilize the appointment time and helps college staff manage availability efficiently
• Students experiencing emergencies, illness or other extenuating circumstances should contact the office as soon as reasonably possible

Late Arrivals

• Students who arrive more than 10 minutes after their scheduled appointment time may be asked to reschedule if sufficient time is not available to adequately address their needs
• Staff will make reasonable efforts to assist students when schedules permit.

No-Show Expectations

A no-show occurs when a student fails to attend a scheduled appointment without providing notice.

When a student misses an appointment:

• The appointment may be documented in the college’s student support systems.
• Students may be contacted to determine whether additional assistance is needed.
• Rescheduling may be delayed during periods of high demand.
• Repeated no-shows may result in reduced scheduling priority for future appointments.

Guidelines for Gateway Staff

Purpose

The Enrollment and Student Success teams are committed to providing timely, student-centered, and professional service to prospective and current students. These guidelines establish expectations for staff regarding appointment scheduling, availability, communication, documentation, and follow-up to ensure a consistent experience for all students while maximizing appointment availability and staff resources.

Appointment Availability

Staff are expected to:

• Maintain an accurate and up-to-date appointment calendar.
• Open appointment availability according to department schedules and service expectations.
• Promptly update availability when meetings, leave, training, or other responsibilities impact appointment capacity.
• Use approved appointment scheduling systems and follow established service categories and appointment types.
• Avoid unnecessary appointment restrictions that may limit student access to services.

Preparation for Appointments

Prior to each appointment, staff should:

• Review available student records, notes, and previous interactions when appropriate.
• Ensure virtual meeting links, office locations, and appointment instructions are accurate.
• Be prepared with relevant forms, resources, or information needed to support the student.
• Create a welcoming and professional environment that promotes student success.

Timeliness and Professionalism

Staff are expected to:

• Begin appointments as close to the scheduled start time as possible.
• Notify students as soon as possible if an unavoidable delay occurs.
• Conduct themselves in a professional manner consistent with college expectations.
• Provide focused attention during appointments and minimize distractions.
• Maintain confidentiality in accordance with FERPA and college policies.

Appointment Documentation

Following appointments, staff should:

• Document student interactions in the appropriate college system according to department procedures.
• Include relevant information, referrals, follow-up actions, and outcomes.
• Ensure documentation is accurate, objective, and professional.

Student No-Shows

When a student does not attend a scheduled appointment:

• Attempt outreach during the scheduled appointment time to determine whether assistance is still needed.
• Document the no-show according to department procedures.
• Encourage the student to reschedule if services remain necessary.
• Apply department no-show practices consistently and equitably across all students.

Late Student Arrivals

When a student arrives late:

• Make reasonable efforts to assist the student if sufficient appointment time remains.
• If the remaining time is insufficient to adequately address the student’s needs, assist the student with rescheduling.
• Prioritize fairness to other students whose appointments are scheduled after the late arrival.

Staff Cancellations and Schedule Changes

If a staff member must cancel or modify an appointment:

• Provide as much advance notice as possible.
• Notify the student using approved communication methods.
• Assist the student with rescheduling or connecting with another qualified staff member when appropriate.
• Update appointment systems promptly to prevent scheduling conflicts.
• In cases of illness, the staff’s supervisor will either assign another staff to cover the appointment or reach out to reschedule if coverage is not available.

Referrals and Warm Hand-Offs

When a student’s needs fall outside a staff member’s area of responsibility:

• Provide a clear referral to the appropriate office or staff member.
• Whenever possible, facilitate a warm hand-off rather than directing the student to navigate the process independently.

Virtual Appointment Expectations

Staff conducting virtual appointments should:

• Join the meeting promptly.
• Test technology prior to appointments.
• Use a professional setting and minimize distractions.
• Verify student identity when necessary.
• Ensure privacy and confidentiality are maintained throughout the interaction.

Service Philosophy

All appointment interactions should reflect COTC’s commitment to:

• Student success
• Respect and inclusivity
• Timely service
• Accuracy and consistency
• Collaboration across departments
• Removing barriers to enrollment, persistence, and completion