Client Handover Checklist for Education & Training
A checklist for smoothly transitioning student relationships from a departing employee to their replacement, maintaining service continuity and student confidence.
Supports compliance with the ESOS framework, CRICOS requirements, ASQA standards, and state education department reporting.
Complete Checklist
- 1Compile a list of all students managed by the departing employeeCritical
- 2Assign each student to the appropriate replacement team memberCritical
- 3Brief the replacement on each student's history, preferences, and current status
- 4Review all active programs, proposals, and commitments for each student
- 5Identify any sensitive or at-risk student relationships that need special attentionCritical
- 6Schedule introduction meetings between the replacement and key students
- 7Send a professional handover communication to each studentCritical
- 8Transfer all student files, notes, and correspondence to the replacement
- 9Update student records in the CRM with the new account owner
- 10Ensure the replacement has access to all relevant student-related systems
- 11Review any upcoming student deadlines or deliverables during the transition
- 12Discuss billing arrangements and any outstanding invoices for each student
- 13Follow up with each student after the transition to confirm they are satisfied
- 14Document any student feedback about the transition for process improvement
Frequently Asked Questions
How should we communicate the staff change to students?
Notify students before the departing employee leaves, not after. The communication should come from a senior manager, introduce the replacement by name, reassure the student that service will continue seamlessly, and provide the new contact details. Tailor the message for key students with a personal phone call. Keep the tone positive and professional without sharing unnecessary details about the departure.
What information should be included in a student handover brief?
Include the student's business background, key contacts and their roles, communication preferences, program history and current status, any known sensitivities or preferences, upcoming deadlines, billing arrangements, and the relationship health assessment. The more context the replacement has, the smoother the transition will be for the student.
How do we prevent student loss during a staff transition?
Communicate proactively and transparently. Ensure the replacement is well-briefed and can demonstrate immediate competence. Schedule face-to-face or video meetings rather than relying on email. Maintain or improve service levels during the transition period. Follow up after the handover to check satisfaction and address any concerns promptly.
Need help implementing these checks into your daily operations?
Our team can build custom checklists integrated into your daily operations workflow.