How should an OL handle a situation where a student asks about a policy you’re unsure of?

• A. Provide an approximate answer from memory.
• B. Acknowledge the question, admit you don’t know, and offer to find the correct information or direct them to a supervisor or official resource.
• C. Tell them to check the policy themselves online.
• D. Ignore the question and move on.

Answer: (B)

When you don’t know a policy, handle it with honesty, accountability, and a path to accuracy. The best approach is to acknowledge the question, admit you don’t have the answer at that moment, and offer to find the correct information or connect the student with a supervisor or an official resource. This keeps the interaction trustworthy and prevents sharing anything inaccurate. After you commit to following up, check the official policy documents, confirm any recent updates, and then share precise information with the student, including where it came from or who to contact if more detail is needed. This approach models professionalism, helps the student get reliable guidance, and demonstrates you’re using the proper channels for policy information. Guessing can mislead, directing them to online resources without support can leave them unsure where to turn, and ignoring the question wastes the student’s time—none of those choices uphold the standards of accurate, helpful service.