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Complete evaluation framework
What to assess and how to score it
Review the evidence signals before interviewing. Then use the anchored descriptions—not instinct alone—to choose the score that best matches each answer.
01
Evaluation factor
Execution and reliability
35% weight
Check how they handled enrolment cycles: caseload size, records maintained in Banner, Workday Student or Canvas, census date deadlines, and turnaround on student queries and withdrawal paperwork.
Evidence to listen for
Describes a workload they owned and how they kept it from slipping
Names the tools and systems they ran day to day
Can talk about volume: tickets, inboxes, orders, uptime
Nothing quietly falls through when they are busy
Five-point scoring guide
1
Poor
Cannot describe their own workload; things slip without them noticing.
2
Needs Improvement
Handles routine volume; drops work under pressure.
3
Satisfactory
Reliable on steady-state work; struggles when volume spikes.
4
Very Good
Consistently reliable at real volume with a system for staying on top.
5
Excellent
Names caseload volumes, systems used, and hit deadlines through peak registration and census weeks with clean, auditable student records.
02
Evaluation factor
Improving the process
25% weight
Probe changes they made to intake forms, at-risk flag workflows, appointment scheduling or progression report templates, and what shifted in retention rates or query backlogs.
Evidence to listen for
Has changed a process rather than only following one
Can name what was slow or error-prone and what they did about it
Documents so the improvement survives them
Knows when a process is worth automating and when it is not
Five-point scoring guide
1
Poor
Follows instructions only; no sense that process can change.
2
Needs Improvement
Notices problems but escalates rather than solving.
3
Satisfactory
Makes small improvements; impact is local and undocumented.
4
Very Good
Has redesigned a real process with measurable effect.
5
Excellent
Describes a specific workflow they rebuilt, such as early alert triage, with before and after numbers on response time or retention.
03
Evaluation factor
Judgement and autonomy
25% weight
Test decisions made alone: extenuating circumstances evidence, FERPA or GDPR disclosure requests, when to escalate a wellbeing concern to counselling or a programme lead.
Evidence to listen for
Knows what to decide alone and what to escalate
Handles an exception without freezing or improvising recklessly
Protects confidentiality and access appropriately
Asks a clarifying question rather than guessing on something costly
Five-point scoring guide
1
Poor
Either escalates everything or acts recklessly on their own.
2
Needs Improvement
Needs frequent direction; uneasy with exceptions.
3
Satisfactory
Sound judgement on familiar decisions.
4
Very Good
Clear sense of their own authority; handles exceptions well.
5
Excellent
Draws clear lines on data disclosure and safeguarding escalation, citing policy and a real case they judged correctly under pressure.
04
Evaluation factor
Communication
15% weight
Assess tone with distressed students, chasing academics for missing grades, and drafting progression or attendance letters that survive appeal without sounding punitive.
Evidence to listen for
Writes clearly enough that people act without a follow-up
Manages expectations before a deadline slips, not after
Handles a frustrated colleague or customer calmly
Works across time zones or async where the role needs it
Five-point scoring guide
1
Poor
Unclear written communication; goes quiet when things slip.
2
Needs Improvement
Communication needs chasing; raises problems late.
3
Satisfactory
Clear enough day to day; proactive updates are inconsistent.
4
Very Good
Clear, proactive, and calm under pressure.
5
Excellent
Gives concrete examples of de-escalating an upset student and writing correspondence that was clear, compliant, and needed no rework.
Put this rubric to work
Score every candidate against the same standard
Add these weighted factors to Hirevire and let AI evaluate recorded answers against your rubric.
