Make a Great First
Impression with the sunapsis
Front-Desk Check-In System
Discussing Client Services
operations in international offices
WELCOME!
We’re happy you’re here 
Indiana University Bloomington
Office of International Services
Christina Fidel, Assistant Director of Client
Services (3 ½ years – paper, 2.7 & 3.0)
Mischa Kasperan, International Services
Representative (2 years, 3.0)
Erik Simons, Graduate Assistant (2 ½ months)
Client Services Discussion
• Break-down of the units within the OIS –
there are a lot of us
• Overview of the Client Services team & the
population we serve – there are a lot of
them
Obviously, not all offices operate the same
way. How do you handle your clients? Does
your office have a dedicated front desk
team?
Front Desk Check-In
(Client View)
Front Desk Check-In Log
Why do we
use this?
• Immediately
open the client’s
record
• Quickly see who
has arrived and
for what reason
• Determine how
long it takes to
assist a client
• Easily track
number of walk-in
clients
• Ability to assign a
client’s case to an
advisor
Adding to the Check-In Log
Why is this
good?
• Keep accurate
reports of walk-in
traffic – including
clients who do not
have UIDs
• Keep individual
client records of
office visits
Front Desk Check-In
History
Monitoring
Alerts
We keep an eye on
alerts & take action if:
• A student needs to
update his/her local
address
• An e-form is pending
review or approval
• A student’s passport or
visa will expire
• A scholar needs to submit
health insurance coverage
• A student is underenrolled
Reviewing
Notes
It is imperative for front
desk staff to pay
attention to notes to:
• See previous interactions
with the client
• Get quickly caught up on
complicated situations
• Determine if a document
was picked up or dropped
off
• Check on the status of
various e-forms/admission
applications
Appending to Notes
• Different from
Group Notes, incl.
in 3.0
• Allows for one
continuous note
instead of
numerous separate
notes
• Helps front desk
staff quickly review
or add to
information about
particular case
Assigning
E-forms
Front desk staff
assigns e-forms to
advisors every
morning.
Processing Form
Letters & E-forms
Reviewing E-forms
CPT 2nd Approver
CPT Client
Admission Checklist
• Quickly determine the
application term (Fall
2013, Spring 2014) ,
admit type (FYU, TRU or
GRAD) and “stage” the
application is currently in
• Determine which
application documents
we have received vs.
which documents we still
need
• Quickly see if an
applicant is “Incomplete”
• See if an admission
packet has been mailed
And more!
Admission Checklist:
(applicant view)
Helpful to use
when:
• An applicant
needs help
navigating the
checklist
• An applicant
experiences
technical
difficulties
• An applicant
needs help
submitting an eform
Client Services Staff
Can Do Much More
Scan & upload documents
Enter data into sunapsis
Check in & welcome visiting scholars
Check in late arriving new students
Help with SEVIS Transfer-In process
Preliminarily review OPT applications
Prepare & ship admission packets, petitions,
and other documents
• Assist with programs and events, orientation
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Contact Information
Office of International Services, Indiana University
Poplars 221, 400 E. 7th St., Bloomington, IN 47405
ois@iu.edu, (812) 855-9086
Christina Fidel: cfidel@iu.edu
Mischa Kasperan: mmzentz@iu.edu
Erik Simons: epsimons@iu.edu