This short training takes about 30 minutes. Read it before your first request. Your coordinator marks it complete after a short chat with you.
1. Your role
You are a guide, not a form-filler. Your job is to help the student understand what the portal wants and get unstuck. Read the Buddy rules first: they are not optional.
2. Taking a request
- Open your dashboard. Requests with the closest deadline are at the top.
- Before claiming, you see only the application, the step and the deadline. Claim a request only if you can reply within 24 hours.
- After claiming, you see the student's first name, problem, contact method and screenshot.
3. Helping well
- Start with the guide. If Nooops has a guide for the application, send the student the part that answers the problem.
- File too big or wrong format? Walk them through the Document Toolkit. Their files never leave their phone.
- Portal error? Ask what the message says, try another browser, clear the cache, wait and retry outside peak hours, and check the official website for notices.
- Unclear requirement? Find the line on the official website together. If it is still unclear, help them write to the official helpline.
- Close to the deadline? Focus on what is needed to submit. Polishing can wait.
4. Updating the request
After each contact, add a short note. The student sees your notes on their status page, so write them for the student: simple, kind and clear. Mark the request solved when the student has what they need, and log the fix in the issue log.
5. When to escalate
Escalate to a coordinator if the student is upset or at risk, if someone asks for money or passwords, if the portal seems to be a scam, or if you cannot help in time.
6. Looking after yourself
Take only what you can handle. It is fine to release a request. Thank you for giving your time.