CAA Training Manual

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Center for Academic Assistance:
A Work-Study Office Assistant Training Manual
A- General Knowledge
Welcome to the Center for Academic Assistance. We are glad to have you with us, and we hope
that your employment in the Center will be a satisfying and fulfilling experience. This brief
orientation about your work as a Work-Study Office Assistant will help equip you to assist and
support students coming into the Center with a wide variety of service requests. It is our hope that
you will have a sense of accomplishment that comes from assisting others to achieve their
educational goals.
I- Introduction to the Center for Academic Assistance
1- Purpose
The Center for Academic (CAA) at NOVA’s Annandale Campus provides assistance to new and
continuing students in helping them with understanding and complying with various academic
policies and procedures. The mission of the CAA is to provide administrative support to students
and thus help prepare them to achieve their educational goals.
The CAA provides assistance to students by working in tandem with the deans of the various
divisions to provide students with the ability to obtain, complete, and submit a variety of forms, and
also gives advice and direction to students on a wide variety of subjects on an as-needed basis.
2- Services
The CAA supports students with the following services:
a- Academic Forms (see II)
Section III of this manual is reserved to provide details about the various forms that are used here at
NOVA. As a Work-Study Office Assistant, you will be required to know which forms are needed
by students and how they are completed.
b- Counseling/Advising
While the CAA is not primarily focused on advising or counseling, it often helps students with
significant problems. The Dean at the Center helps students with their problems, provides
recommendations for counselors (when needed), and follows up on each step of the handling of

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their specific situations. Work-Study Office Assistants need to be aware that only continuing
students will have a requirement for these services; new students coming into the Center with
request for such services should be directed to the Counseling Center.
For one week each semester, the CAA organizes an Advising Week (more detail on VII: Advising
Week) for all students which focuses on helping students select their classes, and providing them
with the transfer requirements of various four year universities.
3- Hours of Operations
The Center for Academic Assistance is open all business days from 8:30 am to 5:00 pm.
Work-Study Office Assistants, also need to be aware that they may be required to stay slightly
longer on an as-needed basis during periods where the Center experiences increased student traffic.
Work-Study Office Assistants need to keep the Center’s phone number and the e-mail addresses of
their co-workers in their cell phone address book. This contact information will be needed in an
emergency or in helping resolve issues that may unexpectedly arise; it can also provide the team
with the ability to interact and share issues and information that are of the concern to the
functioning of the Center.
CAA’s phone: 703 – 764 – 5085
II- Commonly Used Forms
Work-Study Office Assistants need to be familiar with the purpose and the completion of the forms
covered in this section.
1- Common Information Required on all Academic Forms1
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Note: All forms requiring a dean’s signature usually require the instructor’s permission as well (except a request to
repeat a course). Please make sure that forms have all necessary instructor signatures prior to seeking the dean’s
permission. Emails from instructors may be substituted for a signature if it contains the appropriate information (ex: a
statement that the student may re-enroll and has been attending thus far, giving permission to enter the class late

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All forms within this section will require the input of course information for various reasons (need
to retake, re-enroll, or drop a course, or perform other adjustments to the student’s schedule).
Therefore, a Work-Study Office Assistant is required to know or be able to find course information,
and be able to enter it into the proper locations and format that each form requires.
Every course at NOVA has six different parts:
- Class Number: a five (5) digit number that is located in front of each course (Example:
20754)
- Course Prefix: the acronym name of the general course type; for instance, History is HIS
- Course Number: it is always the three (3) digits numbers that follow the course prefix
(i.e 101 which can be read as HIS 101)
- Section and Campus: it is the three digits of the section number and the one capital letter
that designates the campus that follow the course number. For instance, 001N. Each time
that a Work-Study Office Assistant sees any letter other than N at the end of the section (N
corresponds to the Annandale Campus), he/she MUST refer the student to the campus which
corresponds to the letter that is on their request, or propose to the student that they change
the section to one that is located on Annandale Campus. A list of the campuses and their
letter designations is as follows:
 Annandale: N
 Alexandria: A
 Woodbridge: W
 Loudon: L
 Manassas: M
 Medical Education: H
The FAQ section will give more details about how to find all the information above online and on
the Schedule of Classes.
2- Most Commonly Used Forms2
:
Course Repeat [125-013]
A Course Repeat form is needed when a student has taken and failed the same course twice and
wants to retake it again the third time. A student cannot submit a Course Repeat form in the two
semesters that follow the semester that the course was failed in. However, there are special cases
when the student does not have to wait. Those are:
- When the student is graduating in the semester that she/he wants to retake the course
- When the Dean judges it as acceptable.
[schedule adjustment], and so on.).
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Forms Library: http://www.nvcc.edu/forms/student/bynumber.asp

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- Two or more Course Repeat forms cannot be accepted in a single semester-decision made
on a case by case base.
When the course is approved, it is the responsibility of the Work-Study Office Assistant to direct
the student to the Student Services Office (giving them the correct room number of the Office)
where the student will complete his/her registration. It is also important to never assume that the
student knows where to go after his/her form is approved. An updated list of the college offices
will be provided each semester (see The Resources section).
The request to repeat a course for the third time will require a review of the student’s transcript and
discussion of other factors with the Dean. If it is determined that the student should not register for
the course at the time that the request is made, assistance will be provided to the students in
identifying an alternative course.
Re-Enrollment After Census Date Request [125-070]3
A Re-Enrollment form is the form that students need to submit to get back to a class/course that
they have been previously attending. The two principle reasons that these requests are submitted
are:
- When the student is dropped from the class for non-payment
- And the student has dropped the class accidently.
Before the Work-Study Office Assistant submits the form to the Dean, he/she must ensure that the
instructor has signed the form.
Additionally, the Work-Study Office Assistant should notify students regarding the following:
- If the form is submitted due to non-payment, then the student must pay the outstanding
balance by 5 PM on the date that his form is signed by the Dean (if census date has passed,
otherwise can pay next day by 5pm).
- If the form is submitted due to accidental withdrawal, there will be no additional charge to
the student.
Schedule Adjustment: Registration with Permission [125-077]4
This form is used when a student wants to add a class after the “Late Schedule Addition” period.
The class must be still open and the instructor must agree on having the student in his/her class.
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Drop for Non Payment: If a student requests permission to re-register for a class after being dropped, the student will
be placed in the class if he/she has been attending the class prior to being dropped. If the class is closed, instructor
permission will be sought. Instructors who have indicated that permission will not be granted to any student for his/her
closed class will not be contacted, since the lists are available in the center. The student will be assisted in identifying
open classes.
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If the student wishes to add a course after the regular add/drop/swap period, it must be done no later than the last day
of Schedule Adjustment period to drop with a refund.

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Once those requirements have been met, the Dean may approve the request on a case-by-case basis
depend on each case.
Change of Section Request after Schedule Adjustment Period (Census Date) Form [125-014]
This form is to be used when a change in the student’s circumstances requires changing to a
different section of the same course, after the schedule adjustment period has passed. Permission
must be obtained from both instructors, the division dean, and the student must justify the change.
The student may choose to select the same course of the same session (ex: 16-week to 16-week) or
a later session that has not yet begun (ex: 16-week to a session that has not yet begun-14, 12, 2nd
8-week) and they must enroll prior to both census dates (the class they are currently enrolled in and
the class they want to switch to). For more information, please refer to the “Problems with
Registration?” handout located in the Training Manual or on the desk.
Academic Overload Request (More than 18 credits, Excluding SDV) [125-016]
Students wanting to take more than 18 credits during a semester must fill out this form and have it
signed by the Dean of Students. In order for permission to be granted, the student must have at least
a 3.0 GPA or higher on the last 12 credits or the most recent semester of full-time enrollment
completed at NVCC or another regionally accredited college or university. Approval for an
overload based on professional training/experience may be granted by the Dean of Students in
consultation with the appropriate program head/assistant Dean.
Class Schedule Worksheet [125-028]5
This form will for now be primarily be used for advising purposes in order to assist students select
courses, until further notice.
III- Frequently Asked Questions (FAQs) and Resources:
1. Trouble logging into MyNOVA or computer
Students are able to look up their username and set their password on the MyNOVA site by clicking
on the link “New to your college? Look up your username and set your password” located beneath
the user information fields. For further assistance logging onto the computer or MyNOVA, contact
the IT department (703-426-4141 or simply dial 24141 if using the office phone). Be sure to check
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Note: New students (first semester at NVCC or students returning after long gap) seeking advising must be directed to
the Counseling Center. Continuing students (recently or currently attending) should be referred to their program
faculty advisor, which can be found on the NVCC website or the handout on the secretary’s desk. For transfer
information send students to the Transfer Center.

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the computer domain (either /NVSTU or /Directory) as each has a different username and password
and IT personnel will need to know the domain that the student is trying to access.
2. Locating course information (class number, section, session, opened or closed class)
Class number, section, and available sessions (16-week, 14-week, and etc.) can be located in the
Schedule of Classes available on the information rack (where NVCC catalogs, Student Handbooks,
and flyers are located next to the Center’s entrance). For the most up-to-date information, students
should always access MyNOVA to check for available classes. Class number, section, and session
are always located to the left of the course title. Class availability (open/closed) on MyNOVA is
signified by a green circle and more information on the class, such as available seats and brief
description, can be seen by clicking on the blue section number link.
3. College Academic Calendar
Provides important information to help students stay organized and informed. The Calendar
includes class start dates, registration information, a variety of event information, holidays, census
information, and refund, and withdrawal dates. The academic calendar may be found in the
Schedule of Classes, online, and on handouts that are located on both employee desks in the Center.
Academic forms have differing deadline dates for submission; for more information on forms and
deadlines, please refer to the “Problems with Registration?” handout located in the Training
Manual or on the desk.
4. College Catalog
Provides the programs of study and course descriptions available through NVCC. It includes
information about admission to the College, enrollment, degrees and certificates, and academic
policies. It also includes graduation requirements (advising sheets), course descriptions,
pre-requisites/co-requisites, and much more. Both the catalog and the schedule of classes can be
found on NVCC website, in addition to the information rack, and on both employee desks.
5. Student Degree Progress Report
The student degree progress report is an extremely useful tool for both advisors and students. The
report lists the student’s current major(s), the requirements to complete the major(s), the different
courses that may meet the requirements, the grade received in each class, placement test scores,
GPA, unused courses, and the requirements that have or have not been satisfied. Progress toward
the completion of the degree can be seen by viewing the status of the degree, located at the top of
the report next to the major(s) (satisfied means completed, not satisfied means not completed).
Accessing report from MyNOVA home page:

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-Click on SISSelf Service Main Menu page, click on My Academic
Requirements underneath “Degree Progress/Graduation”Click on green
“View Report as PDF” button
Accessing report from Student Center:
-Click on the blue “My Academics” link on left hand sideSelect “View
my advisement report” Click on green “View Report as PDF” button
6. Printing/Viewing Unofficial Transcript6
From MYNOVA home page:
-Click on SISOn Self Service Main Menu page, click on “View Unofficial
Transcript” underneath Academic Records Select ‘Student Unofficial’ in
‘Report Type’ dropdown boxSelect all starting from “Student Unofficial”
all the way towards the bottom, then either right click, select “This
Frame” and then “Print frame” or after selecting all, click file and then
print (Ctrl+P).
From Student Center:
-Click on dropdown box underneath blue ‘Apply for Graduation’ link and
select “Transcript: View Unofficial” Follow above steps starting from
‘Report Type.’
7. Requesting Official Transcript-
From MYNOVA home page:
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Note: For students who have not attended NVCC for some time (years) will need to request transcript by faxing or
mailing the Request for Transcript Form (125-89), which can be found online, to Student Services. Annandale Student
Services fax number is 703-813-6022 and mailing address is:
8333 Little River Turnpike, Room CA 114
Annandale, VA 22003-3796.
Other campus locations can be found online.

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-Click on SISOn Self Service Main Menu page, click on “Request Official
Transcript” underneath Academic RecordsIf sending to home address,
check ‘Send To My Address’ box and make sure address is correct. If
sending to another address, click on blue ‘Edit Address’ link, enter
address, click ok, make sure address is correct, and then click submit.
You will receive a confirmation email regarding your request. If sending
to GMU, transcript will be sent electronically.
From Student Center:
- Click on dropdown box underneath blue ‘Apply for Graduation’ link and
select “Transcript: Request Official” Follow above steps starting from ‘If
sending to home address...’
8. Transfer Guides and Guaranteed Admission Agreements (GAA)
Guaranteed Admission Agreements NVCC has with four-year universities and their requirements
(GPA, preferred courses, and more) can be found on NVCC’s website by typing “GAA” or
“Transfer Guide” in the NVCC website search bar (usually the first link). The GAA guarantees
admission to the school, but not the program of study, and provides additional information on
applying and the competiveness of getting into the school.
B- Practical Aspects of Being a Work-Study Office Assistant at the CAA
I- Work-Study Office Assistant Responsibilities
1. The Work-Studies Office Assistant is responsible for students that they meet with
2. The Work-Studies Office Assistant is responsible for involving others, when appropriate.
3. The Work-Studies Office Assistant is responsible for their professional and personal
conduct.
4. The Work-Studies Office Assistant is responsible for informing and giving the correct
information to students.

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II- Ethical Issues
1. Professional Aspects of being a Work-Study Office Assistant at CAA
A professional is a person who has an understanding of his or her profession sufficient to be
self-monitoring. One outgrowth of this self-monitoring is that professionals have thought through
ethical issues, principles and practices, including the following: (These principles apply, as well, to
every academic discipline)
a. You understand the limits of your expertise.
b. You acknowledge what you do not know.
c. You take the initiative to seek consultation whenever there is a question.
d. You make referrals when necessary.
e. You are a continuous learner.
f. You avoid dual relationships.
2. Four Ethical Ideals of a Work-Study Office Assistant at CAA
a. Beneficence (doing good). This means bringing about the most benefit and the least harm
that one possibly can.
b. Just (fairness). Treat all individuals equally, granting no one rights or privileges that are not
granted to all (favoritism).
c. Respect. Treat individuals as ends in themselves, never merely as means to your own ends.
d. Fidelity. Live up to commitments that you have made, whether explicitly or implicitly.
Work diligently with you team for better achievement.
3. Ethical Principles of a Work-Study Office Assistant at CAA
a- Maximize educational benefit to the students.
b- Treat all students equitably; do not play favorites or create special privileges.
c- Enhance the student’s ability to make decisions.
d- Tell the student the truth about policies and procedures. Tell others the truth as well. But
respect the confidentiality of student interactions since you will get to see his/her academic
record.
e- Advocate for the student with other offices when warranted.
f- Support the educational philosophy and policies of the CAA.

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g- Maintain the credibility of your status as a Work-Study Office Assistant.
h- Accord colleagues appropriate professional courtesy and respect.
4. Minimum Standards of Conduct at CAA
a- Do not exploit your relationship with students
b- Be available to students and be on time.
c- Know the information that you need in order to give useful information.
d- Meet deadlines.
e- Do not discriminate against students.
f- Do not malign colleagues.
5. Dressing
Men/ Women:
- Work-Study Office Assistants do not dress provocatively
- Work-Study Office Assistants should be modest
- Work-Study Office Assistants are advice to be professional as much as they can in their
dressing.
III- Opening and Closing Procedures:
1- Opening
a- Turn on lights (light switch located behind the entrance door)
b- Turn on office equipment (computers and copier-copier power button is on the left-hand
side)
c- Make sure office is presentable:
• Remove trash on floor, tables, and desks
• Wipe down tables, desks, or computers as-needed (supplies are located in the white
cabinet to the left of where microwave is located)
• Neatly organize all pamphlets, brochures, and reference materials that are located on
the rack to the left of entrance, the tables, and the employee desks.
d- Check the printer and the copier paper supplies (additional paper located on the shelf below
the main printer)
*Notes on office equipment codes:
-Copier Code: 2240 (the code is also located on a pink post-it note near the copier screen).

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-Student Login Computer: Username: Academics Password: Student_login (also on a
post-it note located near screen).
-Main Computers: Students will need to login using their own information for the NVSTU domain
or Work-Study Office Assistants may also use their own information to login onto the computers,
but they need to ensure that they logout once the shift is over.
2- Closing
a- Turn off all office equipment (the copier is turned off the same way it is turned on)
b- Ensure that the office is in order (no trash on the floor or other surfaces, all documents are
organized, and confidential documents such as transcripts have been shredded or stored)
c- Turn off lights and make sure the door to the center is locked.
IV- Welcoming Students: Students Coming to the Center:
1. Greet students coming into the center and analyze their requests
Make sure that:
- all requests are valid,
- appropriate signatures are present,
- proper forms have been used,
- forms have been completed (all fields are filled out),
- deadlines for requests have not passed.
- students are directed to the proper place by utilizing appropriate resources (NVCC website,
manual, handouts, fellow work-studies, the Dean, the Provost Office Manager, divisions,
etc.) if the student has a request that cannot be fulfilled in the Center
2. Signing In
Have students sign-in on the sign-in computer and check the appropriate box detailing their reason
for coming to the Center.
3. Print Unofficial Transcript - Steps listed below above on page 8.
4. Seat students in sitting area
Have students sit in sitting area until it is his or her turn or when the Dean is available; walk student
to the Dean’s office introducing student and request.
5. Copy/Scan request
After the request has been granted or denied, copy or scan request (if scanning option available,
scan only, otherwise copy) and return the original to the student.
6. Directing students to the next stop

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If the request has been granted, send students to the Business Services Office if the form also
requires the Business Services Office signature, and then Student Services so that the request may be
processed (enrolled in the course).
7. In the absence of the Dean
Students may opt to leave the form to have the request evaluated when dean is present, come at a
later time, or go to the division dean. If student wishes to leave the form, please make sure he or she
leaves his or her phone number and student email and that the form has been completed.
8. Following-up with students
In some cases, you will need to follow-up with students to provide further instructions or
clarification. Be sure to copy down his or her information for follow-up.
V- Phone Receptions
1. Answering Phone
You will notice that there are two different ring tones-one for the main center line, the other which
belongs to the Dean’s private line. Unless the Dean is not in her office you will not answer her
private line, just the main line. Besides the different ring tone, another way to differentiate which
line is being called is by looking at the phone’s screen. Calls coming in through the main line will
have a buzzing phone next to the main line’s extension (5085-which can be found on the right hand
side).
2. Greet Caller Ex: “Center for Academic Assistance, how may I help you?” and address the
caller’s concerns/questions.
3. Transferring Call
A list of frequently used office/department numbers can be found on a NVCC pamphlet found next
to the computer screen, as well as on the desk, in this training manual, and online. To transfer a call
to an Annandale campus office/department, push the transfer button (second from the left at the
bottom of phone screen-will say “transfer” above the button on the screen), dial 2 first and then the
last four digits of the phone number and press the transfer button once again to connect. In a
separate section, this training manual contains detailed information regarding different phone
commands and usage.
VI- In the Absence of the Dean
1. Academic Divisions
The list of divisions, their locations, and phone numbers can be found online, in this training
manual, and on the desk. If the Dean is not available or not in the office and the student does not

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want to leave the form, he/she may go to the corresponding division to have it signed by the
referring dean.
2. The Administrative Assistant in the Provost Office.
If there are any questions that cannot be answered online or utilizing any resources (including your
fellow co-workers or the Dean is not present/available), feel free to call the office extension which
is 23223.
3. Student Services, Business Office, Counseling Center, Dean of Students, and the
information to other offices can be found online and also on the main secretary’s desk.
VII- Advising Week
Advising week is a very important and hectic time during the semester when students meet with
faculty to be advised on their future semesters, their graduation plans, transfer information,
academic requirements, possible changes in major, career paths, and much more!
Preparation:
1. Black Containers- These containers contain everything advisors needs to advise, from
advising sheets to catalogs, schedule of classes, guaranteed admission agreements, transfer
guides, and more. Every semester, Work-study Office Assistants make sure all the
information in the containers is current and accurate. To do this, they look up the different
forms (advising sheets, GAA, transfer guides, and etc.) and ensure that they are current. The
Catalog and Schedule of Classes is also replaced every semester.
2. Pens, notepads, and post-it notes- Each table where advisors are to be seated must have a
notepad, pens, and post-it notes, as well as a highlighter.
3. Laptops- A week or a few days before Advising Week, the laptops to be utilized by
advisers must be completely charged and looked at by IT technicians. The day before
Advising Week begins; the laptops need to be set up, along with extension cords, chargers,
and USB cords in designated areas.
The Week of Advising:
4. Opening/Closing- At opening/closing laptops must be turned on/off, tables organized and
cleaned, and supplies replenished (if necessary).
5. Advisors- Provide advisors with laptop login information and instructions/reminders of
completing required timesheets and forms at the beginning/end of each shift if necessary,
and assist in whatever else may be needed.

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6. Students seeking advising- Students will still need to sign in and check the appropriate box
detailing their reason for coming to the Center.
7. Degree Progress Report- After the student has signed in, direct the student to one of the
back computers and assist in printing his or her progress report (steps to do so can be found
above under FAQs and Resources) and other documents as needed and designated by the
advisor (ex: transfer guide, advising sheet, etc.).
8. Directing students- Once the student has all required documents, direct them to the
appropriate advisor depending on availability or major.
VIII- Work Schedule Adjustments:
1. Please contact the Dean or the Center if you will be arriving late or will not be able to come
in.
2. In case of needing to adjust work schedules due to exams, appointments, and so on, speak
directly with the Dean for possible accommodation or fellow co-workers to switch hours
with approval from the Dean.
IX- Supplies7
:
1. Supplies are located in the white cabinet next to the microwave as well as in the small black
cabinet near the entrance (on the left wall) as well as in various other places (position may
change over time).
2. The paper for the copier and printer are located in the shelf underneath the main printer.
X- Important Offices:
1. Business Office- CA 104
2. Student Services- CA 114
3. Counseling and Transfer Center- CA 112
4. Dean of Students- CA 315
*A complete list of Division and other office locations and phone numbers can be found on desk
and online.
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If you notice the center is low on any supplies (toner, paper, pens, post-it notes, cleaning supplies, and etc.), please
make a list and give to Dean Wright.

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Bibliography
- College Resources
• Online materials
• Handout
- Ethics Source: Noel-Levitz Academic Advising for Student Success and Retention

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