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The Theory and Practice of Policies & Procedures
David Bailey, Vice President – KHEAAWill Shaffner, Director – MOHELA
Colleen Slattery, Federal Compliance Officer – MOHELA
Navigating the Sea of Change 2012 NCHER Knowledge Symposium
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Policy vs. Procedure
• Policies
– Designed to Drive Rational Outcomes– Ensure Consistent Performance and
Outcomes– Created to Convey Intent– Instilled to Document Commitment– Driven by Boards or Government
Organizations
Navigating the Sea of Change 2012 NCHER Knowledge Symposium
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Policy vs. Procedure
• Examples of Policies
– Security Policy– Philanthropy Policy– Customer Satisfaction Policy– Increasing the Number of College
Graduates– Protecting Consumers
Navigating the Sea of Change 2012 NCHER Knowledge Symposium
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Policy Design
• Centralized Control• Standard Approval Protocol• Version Control• Common Components
Navigating the Sea of Change 2012 NCHER Knowledge Symposium
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Policy vs. Procedure
• Procedures–Who–What–When–Where–Why– How (Department level)
• Should support Policy
Navigating the Sea of Change 2012 NCHER Knowledge Symposium
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Policy vs. Procedure
• Examples of Procedures
– Security - New Hire Badging– Philanthropy - Charitable Giving– Customer Satisfaction - Ensuring
Satisfied Customers - Escalation– Increasing Graduates - Greater Pell
Accessibility or Broaden Admissions– Protecting Consumers - Complying with
SCRA or Greater Transparency
Policy DriversInternal and External
Legislative/Statutory
Regulatory (CFPB, FFELP, FSA – DL, other)
Policy
Procedure
Governance/Boards
Mission and Strategic Plan
Policy
Procedure
Navigating the Sea of Change 2012 NCHER Knowledge Symposium
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Policy DriversInternal
• Business Need– Requirements that an Organization Must Follow– Achieve Goals and Objectives from Strategic
Plan–Meet Internal Metrics
• Best practices– A Method or Technique that Consistently Shows
Results Superior to those Achieved by Other Means
– Efficiently Process and Service Loans– Transparency or Open Records
Navigating the Sea of Change 2012 NCHER Knowledge Symposium
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Policy Drivers
• CFPB– Increased Oversight • Private Loan Origination• Loan Servicing• Ombudsman/Complaint Management
– Servicemembers Civil Relief Act (SCRA), etc.
– Increased Risk• The CFPB can obtain “any appropriate legal
or equitable relief with respect to a violation of Federal consumer financial law,”
Navigating the Sea of Change 2012 NCHER Knowledge Symposium
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Policy Drivers
• FFELP– Federal Register/NPRM– IFAP– Professional Associations, NCHER, etc.
• Federal Assets (DL, PUT, etc.)– CR / Change Request– Directives
• Other– Sandy, etc.
Navigating the Sea of Change 2012 NCHER Knowledge Symposium
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Policy Design
• Common Components– Purpose– Scope – Roles and Responsibilities– Management Commitment– Coordination among Organizational Entities– Compliance– Exceptions– General Information– Signatories– Terms and Definitions– Effective / Implementation Date
Navigating the Sea of Change 2012 NCHER Knowledge Symposium
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Procedure Design
• Common Components– Standardized Format
• Purpose• Objective• Scope• Terms, Definitions, Acronyms
– Desktop Procedures (step by step)– Review and Approval Process– Version Control– End User Acknowledgement– Annual Validation
Navigating the Sea of Change 2012 NCHER Knowledge Symposium
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Implementation
Navigating the Sea of Change 2012 NCHER Knowledge Symposium
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Questions????