1

UNIVERSITY OF CAGAYAN VALLEY

(formerly Cagayan Colleges Tuguegarao)
BALZAIN CAMPUS, TUGUEGARAO CITY, CAGAYAN VALLEY, PHILIPPINES 3500
BALZAIN CAMPUS: (078) 844-1147 Local 218 – (Trunk Line)(078) 844 -8978 – (Fax)
psc@ucv.edu.ph
PARENT-STUDENT CONCIERGE

CHAPTER I

Parent – Student Concierge Office

1.History

With the strong intention for the University to be more student-focused and create
greater space for its stakeholders, the University President, Dr. Esther Susan N. Perez-Mari,
initiated the creation of the Parent-Student Concierge in September 2019. Mr. Orlando C.
Turingan Jr. was tapped as the Parent-Student Concierge Supervisor. It ensures that proper lines
of communication exist between students and parents, and other stakeholders, on one side, and
the administration on the other side. It was a timely, if not prophetic initiative, that the Parent-
Student Concierge was in operation six (6) months before the onset of the Covid19 Pandemic in
Tuguegarao City. As the University embraced the New Normal, the Parent-Student Concierge
became more relevant. The shift from face-to-face learning to online learning was not only
confined in the classroom but also all University transactions.
To assist the grappling students and parents in their online transactions, the Parent-
Student Concierge added staff with diverse professional backgrounds and experiences such as
Psychology, Information Technology, and Library Science. It also expanded its services by working
24/7 and respond to stakeholders in a timely and substantial manner as stakeholders through
Facebook, email, mobile phones, and landline as the platform of communication.
For the AY 2020 - 2021, August to April, the Parent-Student Concierge assisted in settling
7,229 issues and concerns of stakeholders. A significant number of these are student concerns,
thus, underscoring its relevance in the University.

2. Goals and Objectives

The Parent-Student Concierge serves as the feedback mechanism of the university.

Through the office, the university becomes more responsive to its stakeholders in a timely and
substantive manner.
The Parent-Student Concierge is an arena for the University to be able to take
preemptive actions to enhance the reputation of the university while avoiding issues that maybe
injurious to its reputation.
Various platforms, both virtual and physical, are tapped to create greater space for UCV
stakeholders. Through the “University of Cagayan Valley” an official Facebook Page and “UCV
Snapshots” an official Facebook account, the University is able to

Issue Date:April 2023 Revision No.: 01 Revision Date: April 20,2023

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UNIVERSITY OF CAGAYAN VALLEY
(formerly Cagayan Colleges Tuguegarao)
BALZAIN CAMPUS, TUGUEGARAO CITY, CAGAYAN VALLEY, PHILIPPINES 3500
BALZAIN CAMPUS: (078) 844-1147 Local 218 – (Trunk Line)(078) 844 -8978 – (Fax)
psc@ucv.edu.ph
PARENT-STUDENT CONCIERGE

extend its service through dissemination of information needed by our stakeholders. Telephone
and mobile phone devices are also emplaced to ensure immediate response

3. Academic Community, Support Services, and Facilities

The Parent-Student Concierge triage issues and concerns so that they can be promptly
and substantially addressed by support offices such as Library, Guidance Office, Department of
Student Affairs (DSA) and, serves as the feedback mechanism of the University.

A. The Parent-Student Concierge Office triage Issues and Concerns to Academic Departments
and Support Offices.

Academic Departments Schools/College – For concerns regarding teacher, Email of

deans, completion of grades, subject inclusions, and contact number of teachers
Registrar’s Office – Issuance of records transcripts of records, diploma, assessment form,
certificate of enrollment, and other certification-related to academic Records.
System’s Office – Issuance of permit, verification of payment, balance inquiry, tuition fee
updates and, issuance of promissory note.
Cahier’s Office – Transaction of payments, mode of payment through online, verification
of payment, receiving of payment and, issuance of receipt through a walk-in transaction.
EMISSED – Issuance of LMS account, NEO LMS account, reset passwords of LMS
accounts.
Guidance Office – Conducts the personality and IQ test for marine freshmen students as
part of enrollment procedure and provides the requests for good moral certificate.
University Shop – Processes identification cards (ID), uniforms, modules, books and, ID
stickers.
Library – Provides services such as sending the link to the library page, LORA (Library
Online Research Assistance), providing online research EBSCO accounts and passwords.
Security Services – For appointment of students, parents, guardians, alumni,
organizations entering University premises.

B. Facilities

The Parent-Student Concierge Office is equipped with five (5) Computer units with an
internet connection, one (1) Printer, one (1) Telephone, Five (5) Speaker units, five (5) Headsets,
and six (6) Sim Cards.

Issue Date:April 2023 Revision No.: 01 Revision Date: April 20,2023

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UNIVERSITY OF CAGAYAN VALLEY
(formerly Cagayan Colleges Tuguegarao)
BALZAIN CAMPUS, TUGUEGARAO CITY, CAGAYAN VALLEY, PHILIPPINES 3500
BALZAIN CAMPUS: (078) 844-1147 Local 218 – (Trunk Line)(078) 844 -8978 – (Fax)
psc@ucv.edu.ph
PARENT-STUDENT CONCIERGE

OFFICE MANAGEMENT
UNIVERSITY OF CAGAYAN VALLEY

PARENT-STUDENT CONCIERGE OFFICE ORGANIZATIONAL CHART

BOARD OF
DIRECTORS

PRESIDENT

PARENT-STUDENT
CONCIERGE
SUPERVISOR

EXECUTIVE
VICE PRESIDENT

PSC PSC PSC

OFFICER OFFICER OFFICER

VICE
PRESIDENTS

PSC PSC
OFFICER OFFICER

Issue Date:April 2023 Revision No.: 01 Revision Date: April 20,2023

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UNIVERSITY OF CAGAYAN VALLEY
(formerly Cagayan Colleges Tuguegarao)
BALZAIN CAMPUS, TUGUEGARAO CITY, CAGAYAN VALLEY, PHILIPPINES 3500
BALZAIN CAMPUS: (078) 844-1147 Local 218 – (Trunk Line)(078) 844 -8978 – (Fax)
psc@ucv.edu.ph
PARENT-STUDENT CONCIERGE

The Parent-Student Concierge Office

1.Supervisor

The Supervisor for the Parent-Student Concierge is under the guidance and supervision
of the President. The Supervisor of Parent-student Concierge was appointed during September
15, 2019 by the President and confirmed by the Board of Directors.

Duties and Responsibilities of Concierge Supervisor

1. Supervises Concierge Staff and monitor and evaluate their performance;

2. Oversees the operations of the Parent-Student Concierge Office;

3. As a Concierge Staff you are the main point of contact for other people who wish to
access information;

4. Talks to clients to convey information effectively;

5. Answers questions in coordinating important functions for clients;

6. Assists and trains people how to use the organizations internal database and catalogues;

7. Must have strong competence in Microsoft Office Software;

8. Responds to all inquiries in person or online through social media of the UCV Website;

9. Performs other related duties as may be assigned by the President.

2. Concierge Staff

Duties and responsibilities of Concierge Staff

1. Greet parents and students with high ethical standards;

2. They are tasked with answering inquiries, phone calls, and communicate in person;

3. Provide information on facilities, services, events and schedules;

4. Must handling stressful situations with a calm manner;

5. Maintaining good rapport;

Issue Date:April 2023 Revision No.: 01 Revision Date: April 20,2023

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UNIVERSITY OF CAGAYAN VALLEY
(formerly Cagayan Colleges Tuguegarao)
BALZAIN CAMPUS, TUGUEGARAO CITY, CAGAYAN VALLEY, PHILIPPINES 3500
BALZAIN CAMPUS: (078) 844-1147 Local 218 – (Trunk Line)(078) 844 -8978 – (Fax)
psc@ucv.edu.ph
PARENT-STUDENT CONCIERGE

6. Triage to concerned office in resolving problem/issues;

7. Assists students in a branded, friendly, proactive and efficient manner with appropriate
follow-up as necessary

Issue Date:April 2023 Revision No.: 01 Revision Date: April 20,2023

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UNIVERSITY OF CAGAYAN VALLEY
(formerly Cagayan Colleges Tuguegarao)
BALZAIN CAMPUS, TUGUEGARAO CITY, CAGAYAN VALLEY, PHILIPPINES 3500
BALZAIN CAMPUS: (078) 844-1147 Local 218 – (Trunk Line)(078) 844 -8978 – (Fax)
psc@ucv.edu.ph
PARENT-STUDENT CONCIERGE

CHAPTER II

The Parent-Student Concierge Office

The Parent-Student Concierge is the frontline office that serves the needs of students,
parents, and other stakeholders, through various platforms. It ensures that responses are timely,
if not immediate, and substantial through triaging with relevant offices.

Issue Date:April 2023 Revision No.: 01 Revision Date: April 20,2023

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UNIVERSITY OF CAGAYAN VALLEY
(formerly Cagayan Colleges Tuguegarao)
BALZAIN CAMPUS, TUGUEGARAO CITY, CAGAYAN VALLEY, PHILIPPINES 3500
BALZAIN CAMPUS: (078) 844-1147 Local 218 – (Trunk Line)(078) 844 -8978 – (Fax)
psc@ucv.edu.ph
PARENT-STUDENT CONCIERGE

WORKFLOW DESCRIPTION

The concern and/or issues of our stakeholders can be raised on six different platforms.
These platformas are the following:
- the official Facebook Pages of the University
(https://www.facebook.com/ucvofficial);
- UCV Snapshots (https://www.facebook.com/pres.corner);
- Short Message Service (SMS) or by making a phone call/landline call; and,
- the official email address of the University (ucv_tuguegarao@yahoo.com).
The client can also choose to a walk-in transaction in the University, if the situation
allows.
When Stakeholder’s concern or issue has not been fully resolved directly by a Concierge
officer, it is triaged to the concerned offices (Registrar’s Office, System’s Office, Cashier’s Office,
Guidance Office, EMISSD, U-Shop, Library, Security Services, Academic Departments/Schools
and, Colleges). The resolution of concern is monitored and followed up by Concierge Officer. If
the concern is not resolved, it is elevated to a higher Internal Office (Office of the Vice President
or President). On rare occasion, a student concern may be referred to an External Agency such as
the National Bureau of Investigation or the Philippine National Police if it is merited.

Issue Date:April 2023 Revision No.: 01 Revision Date: April 20,2023

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UNIVERSITY OFQUALITY
MASTERLIST OF CAGAYAN VALLEY
DOCUMENTS
(formerly Cagayan Colleges Tuguegarao)
BALZAIN CAMPUS, TUGUEGARAO CITY, CAGAYAN VALLEY, PHILIPPINES 3500
BALZAIN CAMPUS: (078) 844-1147 Local 218 – (Trunk Line)(078) 844 -8978 – (Fax)
psc@ucv.edu.ph
PARENT-STUDENT CONCIERGE

OFFICE/ DEPARTMENT: Parent-Student Concierge

MAINTAINED DOCUMENTED INFORMATION

(Part I)
DOCUMENT DOCUMENT EFFECTIVITY REV. RESPONSIBLE STORAGE PROTECTION DISPOSITION
CODE TITLE DATE NO. PERSON/s
PSC- May 2021 001 PSC 260 KB Back up Transfer
M001 Operations Supervisor (266,240 (USB Hard to USB
Manual bytes) Drive) Drive with
file name
and label
annually
ICQ-01 Triage March 2023 000 PSC 354 KB Back up Transfer
Form Supervisor (261,046) (USB Hard to USB
Drive) Drive with
file name
and label
annually

MASTERLIST OF QUALITY DOCUMENTS

RETAINED DOCUMENTED INFORMATION

(Part II)

Issue Date:April 2023 Revision No.: 01 Revision Date: April 20,2023

 9
UNIVERSITY OF CAGAYAN VALLEY
(formerly Cagayan Colleges Tuguegarao)
BALZAIN CAMPUS, TUGUEGARAO CITY, CAGAYAN VALLEY, PHILIPPINES 3500
BALZAIN CAMPUS: (078) 844-1147 Local 218 – (Trunk Line)(078) 844 -8978 – (Fax)
psc@ucv.edu.ph
PARENT-STUDENT CONCIERGE

DOCUMENT DOCUMENT RESPONSIBLE RETENTION STORAGE PROTECTION DISPOSITION

CODE TITLE PERSON/s PERIOD
PSC- PSC 1 year 260 KB Back up Transfer
M001 Operations Supervisor (266,240 (USB Hard to USB
Manual bytes) Drive) Drive with
file name
and label
annually
ICQ-01 Triage PSC 1 year 354 KB Back up Transfer
Form Supervisor (261,046) (USB Hard to USB
Drive) Drive with
file name
and label
annually

MASTERLIST OF QUALITY DOCUMENTS

EXTERNAL DOCUMENTED INFORMATION

(Part III)
DOCUMENT Published by/ RETENTIO STORAGE PROTECTION DISPOSITION
DOCUMENT
CODE Acquired from/ N PERIOD
TITLE
Reference
PSC-M001 PSC 1 year 260 KB Back up Shredder
Operations Supervisor (266,240 (USB Hard
Issue Date:April 2023 Revision No.: 01 Revision Date: April 20,2023
 10
UNIVERSITY OF CAGAYAN VALLEY
(formerly Cagayan Colleges Tuguegarao)
BALZAIN CAMPUS, TUGUEGARAO CITY, CAGAYAN VALLEY, PHILIPPINES 3500
BALZAIN CAMPUS: (078) 844-1147 Local 218 – (Trunk Line)(078) 844 -8978 – (Fax)
psc@ucv.edu.ph
PARENT-STUDENT CONCIERGE

Manual bytes) Drive)

ICQ-01 Triage PSC 1 year 354 KB Back up Shredder
Form Supervisor (261,046) (USB Hard
Drive)

Prepared by: __________________________________

Date Prepared: ________________________________

Issue Date:April 2023 Revision No.: 01 Revision Date: April 20,2023