Making the Spreadsheet

When we get return mail, the first step is to separate it by last names alphabetically and eliminate any duplicate mailings
for the same student at the same address. If a student has two pieces of return mail and there are two different mailing
addresses, make sure to keep both pieces of mail. Each worker will then take a stack of mail and create a spreadsheet
titled “[Your Name] Return Mail [Date Mail was Collected]”.

1. Create a new spreadsheet with the following headers. Your headers should look like this:

2. After you have created your spreadsheet and inserted your headers, you will fill in the information for each piece of
mail in your stack, excluding call code. To do so, you will need to look each student up in Recruiter. You can find
them by following the direction below:
Go to Prospects  All Active Prospects  Type in last name, first name  Open student’s profile
3. Once you have looked the student up, you will find one of these scenarios. If you encounter one not listed here, please
ask leadership for assistance.

The student has one profile in Recruiter with an address in the profile that matches the mail we received.
This type of entry would be made like the three examples below.

The student has one profile, but the address in the profile is different from the address on the mail we received.
This situation requires two entries, which are exemplified below.

The student has two profiles in Recruiter and the address matches one of the profiles, but the duplicate has a
different address. This situation requires two entries, which are exemplified below. Complete the entries but allow
the student making the call to leave the note and make the correction.

The student has two profiles, and the address in both profiles matches the mail.
This situation requires two entries, which are exemplified below. Complete the entries but allow the student
making the call to leave the note and make the correction.

Return Mail Instructions Updated 11/02/2017 1

 Some students will be excluded from the spreadsheet or marked red when making the spreadsheet. Here are the
guidelines to determine if a student should be excluded or marked red.

Scenarios Action

~ The address has been updated and verified within

two weeks after the mail was postmarked
~ If the recruitment term in the student's profile has Exclude from
passed and there are no indications of term update Spreadsheet
~ If the student has a note saying they are no longer interested
~ If the student is already “Enrolled”

~ Student does not have a profile in Recruiter

(No Profile)
~ Student's app is withdrawn, cancelled application, or denied Mark it RED and
(Withdrawn, Cancelled, Denied) indicate reason in
~ Three previous Return Mail attempts have been made notes using the
(Three Previous Attempts) bolded term to the
~ Student is international left and leave
(International) designated note
*Address is verified per Recruiter and is correct per student (see notes in student’s profile) listed below in
and we have encouraged student to contact post office profiles for
*Address is correct per student (see notes in student’s profile) but not verified by Recruiter, *starred scenarios
and we have encouraged student to contact post office

*For these two scenarios leave the following note in the profile: “Return mail received (a first, second, or third time), did
not contact per the note below.” For both cases we will contact the student EITHER (1) after they have received return
mail 3 separate times (once when the note is left and twice thereafter) OR (2) after a 6 week period from when we first
got the correct address from the student. At that time, we will inform them we are still receiving return mail and remind
them to contact their post office.

Keep in mind that an attempt is defined as: contacting the student regarding a return mail update.

● In the event that mailings have no address label or if the address cannot be read clearly, see leadership for further
instructions.
● If something is unclear or if you are unsure of which instructions you should follow for a piece of mail after reviewing
instructions, see leadership for further guidance.

4. Send your completed spreadsheet from usainfo to usainfo, with the subject “[Your Name] Return Mail [Letter(s)
Completed] [Date Mail was Collected]” and label the email with your name label.

Return Mail Instructions Updated 11/02/2017 2

 Making Phone Calls

Keep these guidelines in mind when making phone calls.

Scenario Action
We contacted and received information/resolved (Talked To)
OR the address has been updated via student’s application after
the piece of mail was sent (No Call Code)
OR student responded to our e-mail providing updated Mark it GREEN. On the spreadsheet, use
information and the address verified “Updated Address” in notes section.
OR student’s forwarding address from the mail was entered in
Recruiter and the address verified

We contacted and left information/unresolved

(Voicemail, Busy, Disconnected, Hung Up, Wrong Number Mark it YELLOW
and/or Email)
Student was contacted within two weeks
Mark it BLUE

Mark it ORANGE
We did not contact; no information given or received & leave designated note below. On the
(No number and no email) spreadsheet, use “No Contact Info” in notes
section.

● For students marked in red on the list, search the student and make sure the reason listed in the notes of the entry
still holds true. Otherwise, you may need to call the student.
● Students who are marked blue will be contacted again at the end of the Return Mail campaign.
● Students who are marked orange, leave this note in their profile “Attempted to contact student regarding Return
Mail but was unable to actually contact student due to lack of phone number or email address in system.” This
note does not need to be repeated in future Return Mail campaigns. The first true attempt will occur when we
obtain the student’s email or phone number.
● In the case that the student has a duplicate, it should be denoted on the spreadsheet and the following actions
should be taken:
o You should leave notes for any activities completed in both profiles, which should be at least a phone call
and/or email for both, assuming contact information is available.
o Make sure to verify all information in the profile to make sure we have the correct info and if not update
the information you receive from the student in both profiles. If either profile is applicant or admit, see a
Senior JagGuide for further instructions.
o You will need to follow the directions above for any student who has a duplicate, whether it is denoted on
the spreadsheet or not. If the duplicate is not denoted on the spreadsheet, it should be added per the
“Making the Spreadsheet”
● In the case that the student does not want to update address because they are no longer interested in attending
South, mark the spreadsheet yellow/talked to. Proceed with not attending correction and leave appropriate note
per corrections template.
● If a student’s address is not verifying, try switching between abbreviations and full spellings of commonly
abbreviated words. (Ex: Cir Circle, or Lane Ln. etc.).

Go to Prospects  All Active Prospects  Type in last name, first name  Open student’s profile

Return Mail Instructions Updated 11/02/2017 3

For ALL Statuses:

1. Check Closed Activities for previous Return Mail attempts, including phone calls titled “Return Mail” and emails
titled “Address Verification Needed for University of South Alabama”
2. If there are previous activities for Return Mail, check the notes to see the outcome of the previous attempts,
including whether or not we spoke to them and if we were able to update their contact information.
● If the previous attempts were…
o successful and the student’s address has been updated and verified recently (there is a note
clearly stating that we have spoken with the student about return mail in the last two weeks and
the address in the system is correct and current), create a phone call activity and when you call,
ask the student if there is an apartment or lot number, PO Box, etc. that we may be missing.
If there is not, advise them to contact their post office as we are still receiving returned mail
from the address on file.
o unsuccessful and we still need to update the student’s contact information, you will proceed with
the call. If you have questions about whether or not you still need to contact the student, ask
leadership before proceeding with the call.
3. Check Activities to see if there are any other open activities that need to be completed. Complete all open
activities.
4. Create a phone call activity:
● Click Activities  Add new activity Select Phone Call
● Fill in the subject as “Return Mail”, Leave the message box blank, mark the Activity Category as
“Communication Center” and the Activity Code as “CCPH Return Mail” as well as selecting “today’s
date” as the due date.

For Prospect, Inquiry, and Application Started:

5. Complete the call, and mark it with the corresponding code.
● If you are leaving a voicemail, follow the voicemail script for Prospect, Inquiry and Application Started.
● If you receive updated contact information, enter it into the student’s profile under “General” and be sure
to click the “Verify Address” box, and press “Save” and ensure that the system verifies the update
BEFORE ending the call. You will know the address verified, if the box underneath the address turns
green and says the address has been verified on “today’s date.” If the address does not verify, ask if there
may be a missing piece of information like an apartment, mailbox or lot number.
● If you attempt to update and verify a student’s address and the computer asks you for an Origin Source,
you will need to go to Codes & Ratings, and in the Origin Information section, select “Contact Card-
NSR” and when you attempt again it should be able to update and verify.
● If you enter the address the student has given you and you ensure there is not any missing information,
but the address does not verify, encourage the student to check with their post office if they do not receive
mail from us. Also, ensure them that we have updated their mailing address in our system.
● If the student gives you the address we already have on file, encourage the student to check with their post
office because we are still receiving returned mail from that address. Ensure them that we have the
address that they provided on file.

6. If you were unable to speak to the student or did not obtain updated contact information despite speaking to
someone, send the student an email if the student has an email address on file. Use the “Return Mail” template in
Recruiter with the activity code “CCEM Return Mail”.

7. After the call, ALWAYS leave a note. Your note should include:
● What type of call was made (i.e. talked to, voicemail, no answer, etc.)
● Whether your activities were the first, second or third attempt to retrieve updated contact information (a
phone call and/or email combination is considered one attempt)
● Updated contact information (Be sure that you include the original address as well as the updated address
in the note as well as updating it in the profile.)

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 ● Whether an email was sent or not (If there is not an email address in the profile, please state that in the
notes.)
● Any relevant information from the phone call, including any other information you updated—what it was
updated from and what it was updated to.
● Examples of Notes that should be left:
o ” Return Mail. First attempt. Left Voicemail. Sent an email.”-JAG
o If we received an updated address the note should include:
1. “Return Mail. Second attempt. Spoke with student who updated her address. South Paw
said her address is “1234 S. Rocky Blvd Apt. 2B Mobile, AL 36678”. I updated address
from “5678 Foxy Rd. Mobile, AL 36678” It verified in the system.-JAG”
8. Color code the entry on your spreadsheet according to the provided color chart.

For Applicant or Admit:

5. Complete the call, and mark it with the corresponding code.
a. If you speak to someone, you can take down their updated information. You will then need to submit a
correction for their address. You will use the word “Address” as the Correction Code and place the
updated address in the details. All other fields should be completed per the corrections template.
*Please refer to your correction template for an example of how an address correction should be made*
● for applicant, encourage student to also contact our Office of Admissions to update their information
as well
● for admit, encourage the student update their information in PAWS accordingly
b. If you leave a voicemail, follow Applicant and Admit voicemail script instructions.
c. If any other call code, simply mark the call with the corresponding code.
6. If you were unable to speak to the student or did not obtain updated contact information despite speaking to
someone, send the student an email if the student has an email address on file. Use the “Return Mail” template in
Recruiter with the activity code “CCEM Return Mail”. You will need to edit the template to reflect that the
student will need to contact the Office of Admissions, and give the phone number and email address for
Admissions.
7. After the call, ALWAYS leave a note. Your note should include:
● What type of call was made (i.e. talked to, voicemail, no answer, etc.)
● Updated contact information (Be sure that you include the original address as well as the updated address
in the note as well as submitting an Address correction.)
● Whether an email was sent or not (If there is not an email address in the profile, please state that in the
notes.)
● Whether your activities were the first, second or third attempt to retrieve updated contact information (a
phone call and/or email combination is considered one attempt)
● Any relevant information from the phone call, including any other information you updated—what it was
updated from and what it was updated to.
8. Color code the entry on your spreadsheet according to the provided color chart.

Return Mail Instructions Updated 11/02/2017 5