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      ✨Instructions to change a learner’s program/package to a different one (Amazon/CAEL)

      Please read all the steps before starting to make changes:

      1. Log into the Admin Portal and open the learner’s profile.
      2. Look for their Feature Group. Also, look for their expiration date and write it down.


      3. Update the learner’s feature group to the new package they requested: the correct program names for Amazon are Platform + Private Speaking [NEW] and Platform + Private Writing. For CAEL it’s Platform + Private Speaking and Platform + Private Writing, but with the client name first (i.e., Volt - Platform + Private Speaking)
      4. Confirm the change:

      5. If you haven’t yet, take note of the expiration date BEFORE making any changes. Make sure their expiration date stays the same after the change of package (sometimes it gets extended by a couple of weeks). Refresh a couple of times to make sure it is still the correct date. If the date did change, please change it back to what it was in the admin portal:


       

      6. Then, wait a few minutes and go to the learner’s HubSpot profile and double-check that the property Institutional expiration date has the correct end date (the same date shown in the Admin Portal). If HubSpot is showing a different date, correct it manually:
      7. In HubSpot, confirm that Access to private classes and/or Access to writing workshop (depending on what their program includes) are set to "Yes" (this should be done automatically, but you can manually update the property to "Yes" if not):

      8. Change the property EnGen Package to the new one.

      Criteria:

      1. If a learner insists on switching to a different package due to a demonstrated need, assess the reason carefully:

        • Example 1: A learner has been given an opportunity to apply for a certification that requires improved writing skills.
      • Recommendation: Change the package to one that includes writing skills to support this goal (Platform + Private Writing).
      • Example 2: A learner expressed that her goal is to improve her speaking skills at work, as she recently started managing a team
      • Recommendation: Change the package to one that includes private speaking to support her goal (Platform + Private Speaking).

      Note: You can ONLY change the package if the learner hasn’t EV’d. You can check this with the following properties:

      • For new learners: Learner EV’d 
      • For Re-enrollees: Re-enrollment EV
      2. If a learner asks for a change of package without a compelling reason: 
      • Recommendation: Encourage them to continue with the current package, emphasizing the value of the Enrollment Advisors’ recommendation. However, explain that after 3 months, they can re-evaluate and potentially switch if they remain active and engaged.

      Last updated: 5/15/25 by Kenia H.