MINNEAPOLIS, MN OCTOBER 18-21 MASFAA: TIME TO REFOCUS Your Personnel Training – Proven Techniques that Work Michelle Stipp Manager of Policy and Training

MINNEAPOLIS, MN OCTOBER 18-21

MASFAA: TIME TO REFOCUS

Your Personnel Training – Your Personnel Training – Proven Techniques that Proven Techniques that WorkWork

Michelle StippManager of Policy and Training

DeVry University





AgendaAgendaWhy is training important?Assessing the needs of your

team.Developing the content.Delivering the material.Choosing the format.Measuring success.



Why is training important?Why is training important?Your team is your greatest asset.Help you “do more with less.”Provide a path to student

satisfaction.Assist in compliance and

consistency.Identify and develop your

successor.



Assessing your teamAssessing your teamEvaluate your team to determine

where the gaps are◦Financial aid knowledge?◦Customer service?◦Technology?



Developing the contentDeveloping the content



Content for New HiresContent for New Hires

DV

Technology

Customer Service and Soft Skills

Student Finance



Content for Seasoned ProsContent for Seasoned Pros

DV

Technical


Student Finance



Student Finance Student Finance Something You Should Know…Something You Should Know…

DV

Technical

Customer Service And Soft Skills

Student Finance

• Overview of Aid Programs• Scholarships / Grants• FAFSA / PINs• Lenders / MPNs• Initial Contact• Financial Aid Advising• Loan Entrance / Exit Counseling• Loan Default Remediation• Making A Payment• Holds• Disbursements / Refunds• COLL148/PSYC 307• Tuition• Return of Title IV• Packaging / Cost of Attendance• EDUCARD®• Verification• Affordability• Unique Population Needs (e.g.,

HS, Military, International, etc.)



What resources do I have?What resources do I have?NAFSAA CORE Materials -- $200/$500IFAP – FSA Coach

◦Post Assessments with Certificate of Completion

USA Funds – Online University◦Pre and Post Assessments

TG – Financial Aid for Rookies (FAR)◦Final Quizzes

EdFund – eLearning Modules



Still more resources…Still more resources…Conferences

◦Review posted hand-outs for materials



Customer Service and Soft Customer Service and Soft SkillsSkills

Something You Should Do…Something You Should Do…

• Super Service• Phone Etiquette• Escalation Paths• Building Trust / Rapport• Retention / Resumes• Sales / Selling• Call Monitoring / Quality• Consultative Interactions• Dealing With Irate / Difficult People• Listening Skills• Problem Solving• Managing Phone Interactions• Documenting Contacts

DV

Technical


Student Finance



What resources do I have?What resources do I have?Conference sessionsAsk your Human Resources

DepartmentChat with your friends in

Admissions USA Funds Webcasts

◦January-February 2010Find a good book



Customer ServiceCustomer ServiceBooks:Customer Service in Financial AidSuper Service by Jeff GeeInside the Magic Kingdom by Tom

Tom Tom ConnellanVideos:“FISH! Philosophy”“Simple Truths of Service”“Give ‘Em the Pickle”



Technology SkillsTechnology SkillsSomething You Should Use…Something You Should Use…

• Phone Usage• Taking Inbound Calls• Making Outbound Calls• PC / Network Logon’s• Knowledge Base• Online Budget Worksheet• ProSAM• OSS• OSCAR• ELM• NSLDS• RightNow• Email

DV

Technology


Student Finance



Tools for Technology SkillsTools for Technology SkillsWho are your Subject Matter

Experts?Training materials from providers

◦NSLDS, ELM, Banner, Datatel, etc.◦Possible conference sessions

Leverage the knowledge of other campus departments◦Information Technology, Telephony,

etc.



Institutional KnowledgeInstitutional KnowledgeSomething You Should Something You Should

Understand…Understand…• Intro to DeVry• DeVry Vision & Values• Organizational Structure• DeVry Admissions Process• DeVry Student Finance Process• Our Students• Registration • Programs• Plans of Study• Terminology

DV

Technical


Student Finance



Institutional KnowledgeInstitutional KnowledgeYour school’s websiteYour catalogOther departments

◦Admissions, Academics, Student Affairs?

What is important for your staff to learn?◦Mission, History, Structure, Values,

Students?



““As Needed” Training As Needed” Training TopicsTopicsRegulatory UpdatesFAFSA UpdateFinancial LiteracyPolicy and Procedure UpdatesWhat else….



Scheduling the TrainingScheduling the Training



Making Time When There Making Time When There Isn’t AnyIsn’t AnyStudent Traffic PatternsDivide and ConquerLunch and LearnStaff Meetings



How DeVry Does ItHow DeVry Does ItNew Hire Training – 2 weeksOpportunity Training – 1 weekCampus Visits – 3-4 days

“As needed” trainings via webinar◦Typically four sessions to cover all

time zones



Delivering the MaterialDelivering the Material



Choosing the FormatChoosing the FormatOnline trainingOne on oneGroup sessionShadowingGuest speaker



How DeVry Does ItHow DeVry Does ItOnline pre-training materialsTrainer-led sessions in a

classroomHands-on training for systemsDVDs for customer service

Webinars



Keeping it interactive and Keeping it interactive and FUNFUNRole Plays

◦Customer Service/Institutional KnowledgePB and J

◦Customer ServiceScavenger Hunt

◦TechnologyPolicy Search

◦Student Finance KnowledgeTV Game Shows



Measuring SuccessMeasuring SuccessTest on training content

◦Pre and PostInspect what you expectRecord and critiqueEnd of training surveys

◦Participant and Manager



What questions do you What questions do you have?have?



Contact InformationContact InformationMichelle [email protected]

Documents

MINNEAPOLIS, MN OCTOBER 18-21 MASFAA: TIME TO REFOCUS Your Personnel Training – Proven Techniques that Work Michelle Stipp Manager of Policy and Training