The document provides an overview of the BRCC Student Services Policy and Procedure Manual & Training Tutorial. It includes: 1. Definitions of key student services terminology. 2. An outline of department duties and responsibilities. 3. Guidance on phone etiquette, customer service, and dealing with difficult customers. 4. A list of college departments and a student services flow chart. 5. A Student Information System tutorial. 6. Situations not frequently encountered. The BRCC Student Services Office is responsible for maintaining and revising the manual to incorporate college and system changes. Users can recommend revisions.

1. Student Services Policy
and Procedure Manual &
Training Tutorial
Click to Continue

2. 1.) Introduction
9.) Not FAQ’s
2.) Objectives
8.) SIS Tutorial
3.) Definitions
7.) Departments 4.) Responsibilities
6.)
Deescalating
Angry 5.) Phone
Customers Etiquette

4. The BRCC Policy and Procedures Online Manual provides guidance on the
application of departmental policies and procedures. This manual provides:
1. Detailed definitions of student services terminology.
2. Outline duties and responsibilities.
3. Teach standard phone etiquette and customer service procedure
4. Assisting difficult customers.
5. List various college departments and also student services flow
chart.
6. Student Information System Tutorial
7. Situations & Questions not frequently encountered
REVISION AND MAINTENANCE OF THE MANUAL
The BRCC Student Services Office is responsible for maintaining and revising this manual. Procedures are revised to
incorporate changes implemented by the College and the Virginia Community College System. All users of the manual are
encouraged to recommend revisions to the manual.

6. DEFINITIONS
SIS:
An employee who is working 'at-will' may resign from work or be terminated from work with or without cause, with or without severance
or advance notice. All student employees are 'at-will' employees.
EMPLID:
A student serving in a Fellowship. A Fellow is not considered a student employee under this policy.
Fellowship:
A grant given to a student for the purpose of support during a course of study, not for services rendered. A fellowship is not student
employment for the purposes of this policy.
Associates Degree
A student serving in a graduate assistantship is covered by Policy 2103, graduate assistants. A graduate assistant is not considered a
student employee under this policy.
Career Studies Certificate:
Funds given to a student for the specific purpose of financial aid, not for services rendered. Grants are not considered student
employment under this policy.
Certificate Program:
A student serving in an internship. An intern is not considered a student employee under this policy.
Curriculum:
The Institutional Employment Program is designed to assist students in securing on-campus employment regardless of their financial
aid eligibility.
Full-time Student:
A payment for a job or piece of work performed (as opposed to payment for time worked), even if the lump sum payment is divided into
parts payable at different times. Student employees may be paid via lump sum payments for a job or piece of work.
Transcripts:
A grant of financial aid made to a student for the purposes of attending the university, not for services rendered. A scholarship is not
considered student employment for the purposes of this policy.
Audit:

7. College Preparedness test:
A fixed and regular payment of a grant of financial aid to a student, not for services rendered. A student employee is not paid
via stipend.
Learning Assistance Center:
A student hired by the university to perform regular employee duties. Student employees may be paid either under Federal
Work-Study or employment policies. A student employee is not serving in an internship, an assistantship, or a fellowship,
and is not paid on a stipend, scholarship, grant, fellowship, or other award to obtain training or work experience necessary
for the completion of a degree.
Non-Credit/ Workforce Services:
Employment of a current student in a position within the university, either in a Federal Work-Study or an Institutional
Employment position, generally to meet part-time, temporary or seasonal needs. Student employees are not covered by the
Virginia Personnel Act (Title 2.1, Chapter 10, of the Code of Virginia) and serve at the pleasure of the university.
Student Employment Position:
A position created by the university specifically for student workers. The position is not open to any applicants other than
students, and only currently enrolled students who are degree-seeking and enrolled at least half time (6 credits for
undergraduates; 5 for graduate students) during the regular academic session (fall/spring) may be hired into the positions. A
student employment position is not an internship, fellowship, assistantship, or other position paid on a stipend or award to
train the student for the completion of a degree.
Work Hour Limitations:
Student employees shall be limited to working no more than 20 hours per week at JMU while enrolled in classes, but are
eligible to work full time during periods of non-enrollment (i.e., academic year semesters when the student is not enrolled).
However, a student may work full-time during the summer, regardless of enrollment at JMU. Also, undergraduate students in
the Adult Degree Program and graduate students without assistantships are allowed to work over the 20 hour limit. Graduate
students with assistantships are also exempted from this rule with the approval of their advisor.
Work-Study:
A federally funded financial aid program to provide payment for work performed by students on campus or in the community,
based on the needs of the student and the availability of funding. The purpose of the work-study program is to help the
student support himself or herself by providing a part-time job for the student. Federal Work-Study positions are awarded by
the Office of Financial Aid and Scholarships to eligible students, but selection for specific jobs is competitive, and placement
is not guaranteed.

13. Academic Division Office
Business and Facilities Services
Computing Services
Development Office
Financial Aid & Scholarships, Office of Student
Human Resources
Learning Resources
President
Public Relations
Research and Effectiveness, Institutional
Student Services
Tech Prep Consortium
Vice President of Finance and Administration
Vice President of Instruction and Student Services
Workforce Services & Continuing Education

18. Privacy of Education Records
Each institution shall establish and publish information release policies that
respect the rights of individual privacy, the confidentiality of records, and the
best interests of the student and institution. As provided by the Family
Educational Rights and Privacy Act (FERPA), colleges may disclose the
following VCCS directory information items without the student’s prior consent:
1. Student’s Name
2. Participation in officially recognized activities and sports
3. Address
4. Telephone Listing
5.Weight and height of members of athletic teams
6. Electronic mail address
7. Degrees, honors, and awards received
8. Major field of study
9. Dates of attendance
10. Grade level
11. The most recent educational agency or institution attended
12. Number of credit hours enrolled
Students must provide official notification to the office of the college’s registrar
to prevent the disclosure of directory information.