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Request for Educational Verification
From the perspective of an Academic Department or the Registrar's Office at Biola University, where compliance with the Family Educational Rights and Privacy Act (FERPA) and maintaining data security are the highest priorities.
When responding to a verification request over the phone, the key is to authenticate the caller and immediately steer them to a secure & standardized method.
Academic Department Protocol: Responding to a Phone Verification Request
Scenario: The caller identifies themselves as a hiring manager or background check agent.
Step 1: Immediate De-Escalation and Identity Verification
The first duty is to protect student PII (Personally Identifiable Information). Do not verbally confirm any details about the student until the caller is properly directed to the official verification process.
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Protocol
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Script (What to Say)
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Acknowledge & Redirect
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"Thank you for calling. For the security and privacy of our students, we do not provide academic verification of degrees or attendance over the phone. We must process all third-party requests through our secure, official verification channel."
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Verify Consent (FERPA Requirement)
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"We can only release information if we have a signed, written release from the former student specifically authorizing disclosure to your company. Do you have that document readily available?"
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Standardized Channel
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"The fastest and most secure way to obtain a verified academic record is to submit your request directly through The National Student Clearinghouse. Biola University has authorized the National Student Clearinghouse to provide enrollment and degree verifications. That National Student Clearinghouse can be contacted at: www.degreeverify.org”
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Step 2: Providing Secure Access Information
Direct the caller to the specific, auditable method your institution uses. This immediately moves the transaction from an insecure, ad-hoc phone call to a tracked, encrypted system.
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Protocol
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Script (What to Say)
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Provide Service Details
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"You will need to go to their website and provide our Institution's ID code, which is 1122, along with the candidate's name and date of birth. This is an instant, 24/7 service that is fully compliant with all federal privacy laws."
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If Caller Pushes for an Email
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"I understand you're in a rush, but for the security of the record, we cannot accept or send documents containing PII via unencrypted email. Please use the secure portal I mentioned."
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If Caller Claims Difficulty
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"If you are unable to use the automated service, you may either contact the Registrar's office at (562) 903-4720 or fax or mail your official company letterhead request, along with the student's signed consent form, to our at [(562) 903-4896 / Office of the Registrar, 13800 Biola Ave, La Mirada, CA 90639].”
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