Creating a Training Program for Your Office – Schools of all Different Shapes and Sizes 2012 CASFAA Annual Conference December 8 – 11, 2012 Anaheim, CACASFAA

Creating a Training Program for Your Office –

Schools of all Different Shapes and Sizes

2012 CASFAA Annual Conference

December 8 – 11, 2012 Anaheim, CA CASFAA Annual Conference

Presented by



Ron Day – Kennesaw State University

[email protected] Kay Soltis – Pacific Lutheran University

[email protected]

mailto:[email protected]

mailto:[email protected]

Training



What and why do you train?1. For Customer Service?2. To improve Listening Skills?3. To build a Team?4. To develop Interpersonal Skills?5. To develop Creativity and Problem Solving

Skills?6. To learn Conflict Resolution? S

Agenda



New Staff TrainingOffice and Campus Policies & ProceduresFinancial Aid Content TrainingComputer System Training

New FA Regulation UpdatesTraining MethodsEvaluation of Staff KnowledgeTraining Resources

New Staff - Trainees



Selection of staff members is a large part of why and how training occurs.

1. Abilities2. Prior Knowledge3. Skills4. Roles

New Staff Training Plan



Have a booklet/binder available to each individual the first day of employment:

1. Organizational chart - descriptions2. Phone Numbers – Email addresses3. Office policies (other documents)4. Office calendars5. Client Services6. Technical Support7. Etc.

New Staff – 1st Week Act.



Monday Wednesday HR ____ Meetings w/ _____Office Tour Lunch w/ _____Meetings w/ ____

TuesdayMeetings w/ ____LunchCampus Tour

New Staff – Training Calendar



1. Obviously the position dictates the detail. 2. If experience is noted – the calendar will

other include tasks3. Non-experienced individuals will need a

much more detailed calendar for training

4. All new employees – or new individuals who are assuming new roles – need

training calendars.

New Staff – Computer Training



Institution’s Student Info System1. Hands-On Training2. Computer Lab3. Shadow other employees

Federal/State Databases1. Coordinate Access and Permissions2. EdConnect, COD, CPS, Loan Processing System,

State Scholarship & Grant System, NSLDS, etc.

Regulatory Updates



Regularly Scheduled Staff Meetings1. Assign staff to research regulatory changes and

report back to full staff.2. Webinars3. Teleconferences4. Listservs

What do you do to keep your staff updated?



Training – How?



Lecture - Z – Z – Z – Z

1. Involve your staff2. Computer – hands-on3. Shadow other employees4. Role-Play5. Make it fun, interesting, and relevant

The more senses we use in learning the more we will remember

Staff Retreats



1. Purpose of a retreat2. How often 3. Location – on campus or off campus4. Planning – careful planning will create success5. Conducting the retreat – share the responsibility –

greater buy in – greater success

Staff Retreats



Don’t forget to make it fun!After the retreat – notes, minutes and follow-upEvaluate the outcomesResources/tools availableSample agenda

Staff Retreats



Purpose of a retreatHow often Location – on campus or off campusPlanning – careful planning will create successConducting the retreat – share the responsibility – greater buy in – greater success

Staff Retreats




Staff Retreats




Susan Boyle Lessons



• Don’t judge before knowing the story• Success/graduation can come out of unlikely

situations• Broken record syndrome – be aware of the

eyerolls• Students can crack under pressure• Know the resources

Customer Service – “Game”



• Players take turns to supply items that belong to a specific category related to customer service. Any player who hesitates too long, repeats a previous item, or supplies an inappropriate item – is eliminated. The last player left standing wins the game.

Game – cont.



• Purpose – to increase fluency with various concepts, procedures, and issues related to customer service.

Enhances thinking on your feet.

Rules



Divide into small groups – 4 – 7 players1. Each group will play the game among its own

members.2. Each group will have a leader – who monitors the

activities.3. Each player will pick a card and read the category

aloud4. Each player will take a turn and say an item that

belongs to the category.

Rules – cont.



5.5.The leader of the group will listen to the responses.

6. A player will be eliminated who commits one of these errors:

- Hesitates too long before saying an item- Repeats an item that was already said- Says an item that does not belong to the

category- The eliminated players will assist the leader.

Evaluate Knowledge



1. People learn differently a. Visualb. E-Basedc. Repetitived. Shadowinge. Personality Differencesf. Thinker/Doer

2. Don’t assume knowledge

Test the Staff



KSU – December (last week before Christmas Break)1 Self-Assessment of Financial Aid Topics2. One test each day – two-hour window to

complete & return to Assoc DFATest #1 – General Student EligibilityTest #2 – Federal AidTest #3 – State AidTest #4 – LoansTest #5 – Miscellaneous

Test the Staff



Feedback is critical to staff successUpon return in January, provided a staff training

session where tests were returned and correct answers were provided

Supervisors using tests to develop individual improvement plans for their staff

Resources for Training



State AgenciesState Financial Aid AssociationsRegional Associations

New Aid Officers WorkshopManagement Institute

NASFAADecentralized Training

WebinarsConferences

NASFAA



NASFAA WebsiteMembers Tab

Training & Professional Development

www.nasfaa.org/mkt/training/How_Do_You_Like_to_Learn_

.aspx

http://www.nasfaa.org/mkt/training/How_Do_You_Like_to_Learn_.aspx



Staff Retreats




Staff Retreats




Staff Retreats




Staff Retreats




US DOE




UAS DOE




IFAP – “Tools”



IFAP Website

www.ifap.ed.gov/ifap/

“Tools for Schools”

http://www.ifap.ed.gov/ifap/

Tools for Schools - IFAP




Tools for Schools




Make it fun and exciting!



• Remember – you may know everything about Financial Aid; what about your staff?

• It takes a while to learn “this stuff”• It is constantly changing!• Be patient• Be open and available• Be friendly and offer creativity in training

activities

Question?



Documents

Creating a Training Program for Your Office – Schools of all Different Shapes and Sizes 2012 CASFAA Annual Conference December 8 – 11, 2012 Anaheim, CACASFAA