The information below is here to help address common issues students come to their Mentor with. The information provided is here to help resolve common questions without having to wait to for your Mentor's response. You can absolutely contact your Mentor with these questions.
Contact from a Department at WGU:
Q: I received an email/phone call from ___________ Department. What does this mean or What should I do?
A; Call or Email that Department back. Mentors are here to help students be successful in their academics, but we are not privy to every aspects of student's profile. We can reach out to any department for assistance with an issue you may be having, but often, a student is contacted directly by a Department without a Mentor being notified of the issue that is happening. Mentors will gladly help any way they can, but often, students are required to work directly with that Department to resolve the issue.
Exam Scheduling Issues:
Q: I need to reschedule my exam / I missed my exam / The Scheduler contacted me about my exam. I can't find a test center close to me. What do I do?
A: Contact the test center. Contact the Scheduler. Scheduling an exam is very student driven. Every student has their own unique schedule and availability. A Mentor can work with you to help in these situations, but they will need to know all the information you have regarding your schedule, your test center, your preferred test dates and times for the exam, etc... Having a Mentor reschedule your exam is necessary in some situations, but there is less room for error if a student can work with their test center or directly with the Scheduler to arrange an alternate exam appointment. The Scheduler's contact information is in the email student's receive that confirms the exam date, time and location.
Online Proctoring Issues:
Q: My webcam froze / Internet dropped and the Online Proctor paused my exam. What do I do?
A; Call the Test Center's IT Help Desk. They will help you resolve the technical issue, and reschedule your exam if necessary. Your Mentor cannot troubleshoot your IT issues. The WGU Help Desk may be able to help, but the Test Center or Online Proctor's Help Desk is going to have the knowledge to resolve the IT issues that affect their systems much more efficiently.
Learning Resources:
Q: I can't open up the learning resource. / I am getting an error with a certain resource. What should I do?
A: Always access a Learning Resource through the links in the Course of Study. If that does not work, try accessing the learning resource in a different web browser. If this does not work, contact your Mentor. If you are getting an Error, send a screen shot of the Error, and what resource you are trying to access. We can escalate this to our Learning Resources Department. You can also contact the WGU IT Help Desk. They are at ext. 3103. They may be able to troubleshoot this issue for you much faster, especially if it is after hours.
Test Preparation:
Q: Is there anything I should be aware of for my exam? Is there anything on the exam that is covered heavily?
A: Contact the Course Mentor. They work with the courses every day and are on the front line of test feedback from students. Student Mentors do their best to stay current with the courses WGU offers, but there are far too many courses to know every aspect of each exam. The Course Mentor's will give you the best, up to date information regarding each exam and what you should be aware of for the test.
Test Scheduling Delays:
Q: I scheduled the exam and I haven't received a test date confirmation yet. Can you look into this for me?
A: The Scheduler has 3 Business days to respond to a scheduling request. This is not because they are going to wait 3 days to get the request processed. It is because the Scheduler has to work with test center's and they often are waiting for a response from them. Delays are often caused by the test center not responding to WGU. So if you requested for an exam on Saturday, the Scheduler will receive the request on Monday and start the scheduling process. Keep an eye on your email in case their is additional information needed by the Scheduler. This will help expedite the scheduling process if there are delays.
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