JW

Non-Partner Districts or Schools -TEMPORARY

• AB 1584: Declined or Permanently Declined

• AB 1584: Signed Copy on File or Sent

• AB 1584: Not Sent or Sent-Grandfathered

• District Admin Creation Process

• Verification Process

• Re-Route Process

Non-Partner Districts or Schools -TRADITIONAL

Partner Districts or Schools

Educator Account Request Management

• Non-Partner

• Partner

Read & Know Platform Details.

Read & Know SF Case Details.

Overall Steps

Contact-Us Case Management

Read & know case details in SF & on CaliforniaColleges.edu.

Update Status to Reviewed once you finish the Step 1.

Update Status to Closed if no further action is necessary. Fill in the pop-up box; or continue monitoring & update Due Date & Case Comments until case closure.

Change the Due Date to 1-2 business days after (depends on cases).

Change the Status to In Progress & report the details under Case Comments.

Chatter>>Email the user in 5 business hours with:

• an acknowledgment if solution is not available yet; or
• a final solution; or
• questions for clarification or for evidence (screenshot, for example); or
• an offer for a Zoom or Phone call

Research for a solution.Review the User Support Protocol.Click Related >> check for any active/past case from a same contact, school, or district.Check CaliforniaColleges.edu for any needed info: Educator Dashboard or Site Admin Need Help?Bring the case to Daily Case Meeting.Ping @ other USMs for collaboration or advice, if still no solution >> Sr. USM >> DD

Contact-Us Cases Management

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IN

IN

IN

1. Read & Know Case Details.

Go to: Non-Partner District Details

Go to: Partner District Details

08/31/2040

Signed copy on file

08/31/2040

Signed copy on file

Initial Contact

Not Started

Non_Partner

Demo Open Unified School District

987-654-3210

High Schools (Public)

Demo Open High

Contact Us 2030 Liv Long 10/01/2040 10:05:07 AM

Demo Open High

Liv Long

New

User Support - Contact Us *

10/03/2040

Medium

Queen G

000123456

User Support - Contact Us *

Counselor

Educator

Eternity

User Support

Demo Open High

Demo Open Unified School District

New

counselor@demoopenusd.edu

Demo Open High

Liv Long

E. Partner District Details

On Case Page

On Account Page

Sometimes partnering district details may have not started their onboarding process, which can leave many of these fields blank. Go to the district page and skim some details and ping E&I team for input.

E. Partner District Details - Empty Data Fields?

On Case Page

On Account Page

E. Non-Partner District Details

View on Account Page

View On Case Page

4. Check to see if student or educator accounts exist for the district/school.

Click Site Management if you need more info on school or data upload.

3. Click [Change] to view the Ed Dashboard in relevant district/school mode.

2. Log in to the platform, and you will see Educator Dashboard.

Check the Platform for Details.

1. Go to: californiacolleges.edu.

Check the Platform for Details. (Continued)

Depending on what your case is, use caution to find necessary information from this page.

Educator Account Request

Follow the Re-Route or Verification process.

Read & know case details in SF & on CaliforniaColleges.edu

Partner EAR Process

Check if account was created after 3 days on cc.edu.If created Close the case .If not created Verify & Create the Educator Account.

Check if account was created after 2 days on cc.edu.If created Close the case .If not created Chatter >> Email & Call & leave a voice mail (log in to a case).Details >> Due Date: +3 bus. days

Check if account was created after 3 days on cc.edu.If created Go to Case page. Update Status >> ClosedIf not created Go to Case page >> Chatter >> Email: the same template as in Step 1. Update Due Date: +2 bus. days

Click Chatter >> Email: Account Request: Site or District Admin Exists, Re-route Click Details >> Due Date: +3 days

Re-route Process to Existing Site/District Admin

If no word after 2 days:Email: Account Request: No Response for Site or District Admin Verification Status>>Closed (fill in the details when a box pops up)

If verification is complete (which shows in Case Comments & in your E-Mail: Create account on cc.edu.Chatter>>Email: Account Created: Site Admin with Instructions Status>>Closed (fill in the details when a box pops up)If no verification after 3 days:Chatter>>Email: Account Request: Verification (Site Admin) Reminder Details >> Due Date: +2 days

Click Chatter >> Email: Account Request: Verification Form for Site Admin Click Details>>Due Date>> +3 days

Verification Process to Create Educator Account (No DA or SA Exists)

Check if Verification shows up under Case Comments after the Due Date.If created Go to CaliforniaColleges.edu >> Create District Admin account. If not created Go to Case page >> Chatter >> Email: the same template as in Step 1. Update Due Date: (update)

Click Chatter >> Email: Account Request: Verification Form for District AdminTo: District POC or Data Lead (check the district page)Click Details >> Due Date: (update)

DA/SA Account Creation Process

Start from Intent to Partner Status >>

Read & know case details in SF & on CaliforniaColleges.edu

Non-Partner EAR Process - TRADITIONAL

Start from Intent to Partner Status >>

Read & know case details in SF & on CaliforniaColleges.edu

Non-Partner EAR Process - TEMPORARY

After 5 days, if no response >> Email again (same template) & Change Due Date >> +3 business daysAfter 3 days, if no response >> Call or leave voice mail & Change Due Date >> +5 business days

Go to District or School Account Page.Scroll down to District Compliance or Charter/Private AB 1584/CA-NDPA Status.Change Compliance Document Used >> AB 1584Change AB1584/CA-NDPA Status or AB1584/CA-NDPA Charter/Private Status >> Sent Go to the Case page. Due Date >> +5 business daysStatus >> AB 1584 Pending

Return to the Email section again.To: educatorEmail>> AB 1584: Account Request Pending

Go to Case page >> Chatter >> EmailTo: Superintendent, Executive Assistant or CDE-listed Administrator, Executive Assistant CC: CBOEmail>> AB 1584: Request District & Follow Up or AB 1584: Request Charter Schools or if it's only Exhibit A: Email >> Exhibit A: Request District & Follow Up

Check if the below contacts are up-to-date in Salesforce's Related Contacts:

• Superintendent
• CBO
• Exec Assistant to Superintendent

Create a new contact if any of them is missing. Update any existing one.

District or School Account Page >> Related Contacts Open: CDE page and the official district website.

Not Sent or Sent-Grandfathered

If AB 1584 is returned with a designated DA:Go to the cc.edu. >> Create a DA Account for the designated. Go to the Email section. To: Designated DA / CC: EAR educator Email >> Account Request: Account Created District Admin with Instructions & include the info to create account for the educator.

Go to the Account page >> scroll down to AB 1584 section and update all the fields.

• Compliance Document Used = Select AB1584
• AB1584/CA-NDPA Status = Signed copy on file
• AB1584/CA-NDPA Returned = Date Received
• AB1584/CA-NDPA Compliance Contact = Enter the person's name who signed the AB 1584
• Exhibit A Status= Signed copy on file
• Exhibit A Returned= Date Received

Go to the File section >> Upload the document; name accordingly so that anyone can recognize what file it is.

Check the SPPA for the wet or unique digital signature by Superintendent/CBO or CDE-listed Administrator.

If AB 1584 is returned, but no designated DA in a response: Go to the cc.edu. >> Create a SA Account for the EAR educator for the specific school only. Go to the Email section.To: educator Email >> Account Request: Account Created Site Admin with Instructions

If AB 1584 or Exhibit A is Received:

Go to the Email section.To: educator Email >> AB 1584: No Response or Declined from District Close the case.

If no response:

Go to Related >> Check related district or private/ind. managed charter school cases.If the AB 1584 request was not sent in the last 7-10 business days >> "Not Sent" process. If it was >> Track through other related cases and contact the Case Owner for more info.

Sent

If it says Signed Copy on File>>EAR Process

If it says Not Sent>> replicate from Step 3 of the "Not Sent" process for Exhibit A.(Email>>Exhibit A: Request District & Follow Up for Step 3.)

Check Exhibit A Status.

Signed Copy on File