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SayPro Human Capital Client and Student Management Policies, Procedures, Processes, Templates, Documents and Forms SayProP087

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Written by

Neftaly Malatjie

in

SayPro Human Capital Client and Student Management Policies, Procedures, Processes, Templates, Documents, and Forms

Document Code: SayProP087
Approved By: Neftaly Malatjie, Chief Executive Officer
Last Reviewed: [Insert Date]
Next Review Date: [Insert Date, 6 months from today]

1. Policy Overview

This policy establishes guidelines for managing SayPro clients and students, ensuring efficient service delivery, enhanced user satisfaction, and alignment with organizational goals. It provides a structured framework to handle client and student information, communication, and overall management processes.

2. Objectives

  • Ensure seamless onboarding, support, and management of clients and students.
  • Maintain accurate records to improve service delivery and reporting.
  • Promote ethical handling of personal and professional information.
  • Enhance communication between clients, students, and SayPro personnel.

3. Scope

This policy applies to:

  • All SayPro employees, contractors, and third parties managing client and student data.
  • All platforms, tools, and communication channels used for client and student interaction.

4. Key Management Guidelines

4.1 Client and Student Records

  • Maintain up-to-date and accurate records of all clients and students.
  • Use the Client and Student Registration Form (SayProF087-01) to collect relevant details.
  • Store data securely using approved SayPro Education for Courses, Schools and Training
  • SayPro Client Website will store client information for students starting 01 June 2020 until 31 December 2024. The site will be used to download certificates. Any new student or client enrolling beyond this point must be requested to move to education.saypro.online
  • SayPro Education Website will store client information from 1 January 2025 until further notice. All new SayPro courses will be loaded here and all SayPro Education Human Capital must work directly from here.
  • Ensure that each Client or student provide their ID Copy, CV, Certificates for accredited qualifications. The same process applies for non accredited qualifications.
  • New Registrations: SayPro and SayPro partners must receive applications from new applicants. This means that new students who are going to start on the 1st quarter must submit applications on the 4th quarter. Those who are going to start on 2nd quarter must submit their applications on the 1st quarter. For Q4 of 2024/2025 it will be accepted.
  • From Q3 of 2025 applications must be submitted 6 months in advance for the course enrolment.
  • They can register and submit the application for the course and then wait for the approval
  • The registration team must then consolidate the applications and submit the list together with all supporting documents to the relevant Chief. Remember to follow Section 4.2
  • If applications goes between multiple Chiefs then the approval must happen in writing between multiple Chiefs and these must be in writing. Refer to Section 4.2
  • Once the approval has been granted by the multiple Chiefs.
  • SayPro Chief Operations Officer and the SayPro Chancellor must in writing approve the enrolment of the new students. The. Submit to the SayPro Royal Committee for endorsement .
  • The SayPro Royal Committee must endorse the approval of new enrolment in writing. Then the Chairperson must with the whole committee submit the request to Neftaly Malatjie for approval
  • Neftaly Malatjie will in writing approve the enrolment. Then communication for enrolment will be done to the students. Ensure that applications exceed the number to accomodate drop outs and to avoid shortfall

4.2 Communication Management

  • Ensure timely and professional communication with clients and students.
  • All education related communications. Reporting and management shall be done directly on SayPro Education. No other sites shall be used.
  • Utilize the Client and Student Communication Log (SayProF087-02) for tracking interactions.
  • Client and Student Open Date is 5 February each year.
  • The last date of training and examination is 20 November each year.
  • Documents to be collected are ID, CV, Qualifications. Motivation for enrolment which must be done in an article on SayPro Education. Not applicable for Corporate Clients. Ensure that the applicants carry minimum requirements such as Grade 12/Matric or Final High School Records. They have sufficient documents. The documents must be scanned and be saved on OneDrive on the Client file under the Relevant Chief or Relevant Folder for Corporate Projects.
  • Documents to be submitted to the Chief or Multiple Chiefs for endorsement includes 1. The folder with Client Files, Link with motivations, Cover Letter from the Official in a link to Education or Charity Website, Motivation for Endorsement in a post link, Confirmation of Financing Letter from CSFO, Letter of appreciation with subject ‘SayPro (Diepsloot Youth Project receives application for XX youth to attend the SayPro (Course Name)
  • The chief must add the approval letter for XX number of youth to attend the Programme name, cover letter, motivation
  • the same for the supporting chief
  • The board must attach a cover letter and a signed letter confirming that the board approves xx youth to attend the Programme name, motivation
  • Neftaly Malatjie will send a confirmation and approval letter for XX youth to attend the course name
  • Letter of appreciation to (client name) for supporting xx youth to attend (course name)
  • Announcement for XX youth who beginned the (course name) on date
  • Submit weekly progress report for SayPro Clients including videos, impact, and feedback.
  • SayPro receives XX application for Course Name (write for each course)

4.3 Onboarding Process

  • Provide an orientation to all new clients and students. Video Record of Orientation is required
  • Share the Welcome Packet (SayProD087-01), including program details, contact information, and FAQs. This must be included in the course

4.4 Support and Grievance Handling

  • Respond to inquiries and complaints promptly using the Client and Student Feedback Form (SayProF087-03).
  • for any queries raise them on SayPro Royal Committee for urgent attendance.
  • Escalate unresolved issues to the Human Capital Client Management Team.

5. Procedures and Processes

5.1 Onboarding Clients and Students

  1. Complete the Registration Form (SayProF087-01). On SayPro Education. Ensure that the form provides all the information as required by SayPro and Authorities. If not push for urgent amendment to eliminate late rectification of mistakes.
  2. Ensure that the ID number is also added and full names of each client.
  3. No SayPro Human capital is allowed to do registration on behalf of clients.
  4. Schedule an orientation session. An event must be created. Orientation must happen every 2 months even before clients could start by the Reception of Front Desk Specialist.
  5. Assign a point of contact for ongoing support.

5.2 Managing Client and Student Information

  1. Regularly update information in the centralized management system.
  2. Archive inactive records after three years of no activity. Courses are automatically going to expire after 12 months. Expired students must buy their own courses after that.
  3. refer to Certification, Graduation and Reporting Policy for supporting documents

5.3 Communication Protocol

  1. Respond to inquiries within 24 hours.
  2. Use approved templates for formal communication (SayProT087-01).

5.4 Handling Complaints and Feedback

  1. Record all complaints using the Feedback Form (SayProF087-03).
  2. Investigate and resolve within 1 working days.
  3. Report recurring issues to the Human Capital Department for further action.

6. Roles and Responsibilities

  • Human Capital Client Management Officer: Oversee client and student management processes.
  • Support Staff: Ensure data accuracy and address client/student needs.
  • Clients and Students: Provide accurate information and adhere to SayPro guidelines.

7. Templates and Documents

  • Client and Student Registration Form (SayProF087-01)
  • Client and Student Communication Log (SayProF087-02)
  • Client and Student Feedback Form (SayProF087-03)
  • Welcome Packet (SayProD087-01)
  • Formal Communication Template (SayProT087-01)

8. Compliance and Review

  • Any breach of this policy may result in disciplinary action or loss of access to client and student data.
  • This policy will be reviewed biannually and periodically to ensure relevance and compliance with regulations. All SayPro Human Capital must carefully review and work with this policy

9. FAQs

Q1: What information is collected during client and student registration?

A: Basic details such as name, contact information, program preferences, and any relevant documentation.

Q2: How is client and student information protected?

A: Information is securely stored on encrypted platforms with access limited to authorized personnel.

Q3: How do I provide feedback or report an issue?

A: Use the Client and Student Feedback Form (SayProF087-03) or contact the assigned point of contact.

Q4: What happens if my information changes?

A: Submit updates using the Client and Student Update Form (SayProF087-04).

Q5: Who can access my records?

A: Only authorized SayPro personnel managing your account or program.

Approved By:
Neftaly Malatjie
Chief Executive Officer

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