🔷 Engagement Snippets
Use to explain the reason for outreach based on learner status, barriers, or challenges.
- Program Issues – Learner has trouble navigating the platform, accessing live classes, understanding the content level, and utilizing features such as the calendar.
- Connectivity Issues – Learner experiences issues downloading the app, activating or resetting the account, or has password issues, or lacks a stable internet connection.
- Personal Reasons – Life Event: Learner is experiencing significant life changes (e.g., moving, having a baby, losing housing, immigration issues).
- Personal Reasons – Sickness/Bereavement – Learner or family member is dealing with illness or a loss in the family.
- Time Restraints – Work – Learner is unavailable due to overtime, shift changes, or seasonal workload.
- Time Restraints – Personal – Learner is temporarily unavailable due to travel, tax season, vacation, family responsibilities, or school registration.
- Has Become Active – Learner re-engaged before outreach was made.
- Learner Unreachable – No response after 2+ calls, texts, and emails. (Make a note if voicemail couldn’t be left.)
- Not a Working Number – Phone number is disconnected or inactive.
- Wrong Number – Contact number does not belong to the learner.
- Discontinue Engagement Calls – Learner requested no further outreach.
- Learner Requested Deactivation – Learner asked to deactivate their account. Try calling first. If confirmed or unreachable, follow the deactivation process.
- Lack of Digital Skills – Learner struggles with tech use (app, email, navigation, Zoom), affecting participation.
📝 Meeting Snippets – Notes
Use to document learner meeting content and context.
- First Touch Point – Notes
Capture learners’ goals, motivations, background, job, course recommendations, and show a slide demo from the Catalog. - Third Touch Point - Notes:
- Re-enrollment – Notes
Use during TTP to discuss re-enrollment options. - TTP Post-EnGen – Notes
Used when a learner transitions to a career or training after EnGen. - TTP: Learner Not Continuing – Notes
Used if the learner opts not to continue with EnGen and doesn’t have any plans to start another program.
- Open Coaching Hours – Notes
Use for all clients with Coaching & JumpStart. Used for drop-in coaching sessions. - General Meeting – Notes
Use to document non-targeted check-ins or unscheduled meetings.
📞 Call Objective Snippets
Define the purpose of an outreach call.
- EV/FTP Outreach – Support Amazon, CAEL, Penn Foster learners completing EV.
- FTP Booking Outreach – (21 days) Outreach to book a FTP coaching session (all other clients).
- Program Completion Outreach – Support learners in their Month 2 for 3-month licenses, and Month 2, 3, and 4 for 6-month licenses, to help them stay on track and complete their program successfully. (16 hours / 960 minutes or 4 units)
- TTP / Re-enrollment Outreach – Encourage post-EnGen next steps.
- Jumpstart Intervention 1 – Notes – Document outcome of first JS intervention.
- Jumpstart Intervention 2 – Notes – Document outcome of second JS intervention.
- Potential Success Stories – Tag highly engaged learners with inspiring stories.
- No-Show Follow-Up (FTP / TTP / Coaching) – Follow up after missed session.