What will you do to get the phone lines open?

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    • #195444
      whorner
      Participant

      Student are paying full price for tuition and facing a 7% increase, yet Student Support Services are at an all time low. Lengthy waits for e-mail request replies and it is August 25th with still no Student Support phone lines open. What will you do to get the phone lines open and ensure students have the support they need right now.

    • #195445
      AUSU
      Keymaster

      This is a great question, and is a topic the existing team at AUSU has been actively advocating for since March. The AUSU executives have been meeting regularly with high-level administration at the University to discuss the difficulties students have been facing during the pandemic. There were some obstacles to getting phone systems back in place with staff working from home now due to health and safety requirements and the need to ensure staff privacy, while also developing a new system to ensure that when phones do open, the calls are able to be triaged effectively to the appropriate staff to ensure students needs are being met.

      We are happy to say that AU is in the process of getting the phone system in place, and will be opening soon. AU will post this to their website once this is finalized.

    • #195446
      Malak11
      Participant

      I hope the support team gets better day by day.
      Thanks

    • #195618
      Nicole Hemmings
      Participant

      Hi there,
      being a month after this post the phone lines are still not up. When can we expect them up and running again? The lengthy times in waiting for replies from financial aid are becoming a regularly commented problem posted to the AUSU app. Is anything being done about this? also, why is there no port to see what the status of our course plan?

    • #195697
      AUSU
      Keymaster

      Hi Nicole – we hear you and understand the frustration. Sorry we did not respond sooner, but as this was a forum for our past election, it is not regularly monitored.

      We had originally been informed by AU that the phone lines were opened up in September, but gather there were some complications due to a massive increase in enrollment that has left their staff with a backlog of emails, and some systems that had to be put in place. Unfortunately, the phone lines did not get opened as fast as we had hoped.

      We definitely know about the challenges students have been facing at AU, particularly with the slow response times from staff and lack of phone lines – and we certainly have been raising these questions with AU. Our elected student council executive and our staff have been advocating for student very actively for many months. We have been compiling student feedback, and have been meeting regularly with high-level administrators at AU, including the President, Provost, VP Academic, the Registrar, Info Center Coordinator, Faculty Deans, staff, and various other VPs to bring these student concerns forward, including response times, phone lines, communications with students, funding approvals, and many other struggles AU students have been facing and the impacts these challenges are having on their lives and studies.

      We know the university is working on these issues including phone lines. We definitely hear you – we have all the same concerns and will be continuing to advocate for students. We really appreciate the feedback.

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