FAQs collection for support staff to share cases internally
The FAQs platform is a practical tool for storage of practical information and good practices for processing the agenda of incoming PhD students and academics. It´s a database of standardized responses/solutions to recurring questions helping thus the support staff members efficiently navigate through administrative processes/issues they typically encounter. It is particularly useful for newcomer support staff as well as for situations occurring just sporadically. It could be part of an internal knowledge-sharing platform or any other type of intranet.
Goals
Improved access to information Improved skills and knowledge Improved quality of service
Basic information
| Categories | Capacity Building of Support & Management Staff Institutional Processes |
|---|---|
| Mobility stages | Institutional setup Pre-arrival phase During mobility phase Pre-departure After-leaving Upon arrival |
| Delivery schedule | Continuous |
| Importance | Important to have |
| Scale of organizational change |  |
| Target groups | Administrative staff Management staff |
|---|
Practice setup
When setting up the practice, consider the following steps:
- Define where the FAQs for support staff could be placed (intranet, MS Teams closed group, internal knowledge-sharing platform)
- Assign a working group/team to be involved in collecting the most recurring questions the support staff typically have. They can use a survey among working group members on the most common topics, issues, and frequently asked questions on their agenda, or collect recurring questions in the internal knowledge-sharing database (if applicable).
- Appoint experienced support staff members (might be members of working group/team) who could elaborate responses/solutions to the questions according to their expertise domain. Here, collaboration and consultation with relevant national authorities representatives and other experts (Immigration Office, national ministry of foreign affairs, the national ministry of education, Social security Agency, Health insurance company, Labour legislation experts, etc.) are highly desired. Before publishing, special attention should be paid to proofreading of the elaborated responses. The primary responsibility for the activity could be borne by IRO staff. Good knowledge of contact persons/responsible persons at all workplaces within the HEI (in both the horizontal and vertical levels) would be very beneficial.
- Define how the FAQ for support staff will be organised (topics listed in alphabetical order/stage of mobility/career stage of incomings/keyword).
- The response/solution published should be valid, accurate, and concise. For better illustration, it can be supported by practical showcases or persona (s) (fictional characters/profiles representing a typical client).
- Define a time plan for the collection of FAQs and update of the responses (upon legislation amendment, quarterly, semiannually)
- Promote the FAQs within the newcomer induction training
| Cost of practice setup |  |
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| Time required for practice setup | |
| Personnel effort required for practice setup | |
| Actors involved in practice setup |
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| Partners involved in practice setup |
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| Indicators for evaluating progress/quality of practice setup |
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Description of collaboration
@ Immigration Office, Embassies, Ministry of Foreign Affairs, IOM migration office, national Labour office may provide consultation in the area of visa &entry conditions & residence permits
@:Ministry of Education may provide consultation on diploma and qualifications recognition
@ Real-estate agency may provide information on real estate market, rental opportunities, rental contract...
Practice delivery
In the delivery phase, it is important to ensure updating of the responses by the experienced administrative staff according to their expertise. Regular consultations with external partners/experts are necessary. HEI management should try to secure more formal partnerships with those external partners. FAQs for support staff could be shared also on the inter-institutional knowledge-sharing platform and be of use also to other local HEIs.
| Cost of practice delivery |  |
|---|---|
| Time required for practice delivery | |
| Personnel effort required for practice delivery | |
| Actors involved in practice delivery |
|
| Partners involved in practice delivery |
|
| Indicators for evaluating progress/quality of practice delivery |
|
Description of collaboration
@ Immigration Office, Embassies, Ministry of Foreign Affairs, IOM migration office, national Labour office may provide consultation in the area of visa &entry conditions & residence permits
@Ministry of Education may provide consultation on diploma and qualifications recognition
@ Real-estate agency may provide information on real estate market, rental opportunities, rental contract...