Managing Financial Aid in an Unpredictable Environment

Barbara MillerDirector of Financial AidStevenson University

Heather McDonnell Associate Dean of Financial Aid and Admission

Sarah Lawrence College

Know your financial aid environment – how are you perceived?

Figure out what’s broken or needs improvement

Steady your operations then refocus on external matters

How can your office reach maximum efficiency?

Take a Look Around You – (Hopefully Before You Sign on the Dotted Line!)

‘Investigate’ the University and the Office Get to know staff – responsibilities, likes,

dislikes, needs, wants Talk on- and off-the-record with supervisor Meet with faculty, staff, and students –

perceptions Gather reports – data is your friend (per

Heather McDonnell) Staffing survey

Planning for the Dream….

Know your pluses Know and analyze your minuses Know the politics Know your friends Know your enemies Know your strengths Know your weaknesses

Environmental Scan

Staff Reward to retain

Systems Communication between man and machine

Software Help or hindrance

Synergy Working well across the organization

Structure Know your org chart

The Pluses

Staff Diagnose discontentment immediately Neutralize Gloomy Gus

Systems Barrier to bridge

Software Up to date/ latest version

Synergy Lack of engagement with other office

Structure Don’t know the territory

The Minuses

Office ‘rules’ Attitude Questions Respect Goals Recognition

Setting Staff Expectations

Know your strengths and weaknesses Don’t expect too much too soon – be realistic Set reasonable goals Take time to listen/learn Recognize others Keep a positive and professional attitude Get involved

Personal Expectations

Examine and test the changes before going beyond the office doors

Use explicit non FA language when notifying others

Present the change by quoting an interpreted regulation

Offer and accept solutions Test, test, test, test…..

It’s always about Change

Data is the Dowager

They can’t argue with the numbers even though they will try

Data Driven?

A conversation or discussion not informed or framed by data is nothing more than an opinion……

You Gotta Get Out

Conferences

Broader perspective Greater chance to

network More access to

respected peers Connections R&R

Webinars

Single issue focus Convenient Cost effective Easier to be distracted

or not sign on Anonymous

Self-worth Growth/Advancement Achievement/Recognition Responsibility Creative Expression Training/Space/Equipment

Building Your Team

Surviving the Storms

Build your team by inclusion

Motivate by example Reward on every

occasion Redirect the lost Be unselfish with

your expertise

Knowledge is power Think and act positively Keep the negative

thoughts away from the office and out of your head

Plan and have a vision Speak it every day

In the storm

Understaffed/low morale Under ‘technologied’/manual processes Lack of respect Conservative processes/created for the ‘exceptions’ ‘Perceived’ poor services Staff felt unappreciated and unsupported ‘Bunker mentality’ Continual ‘band aids’ ‘Never good enough – no matter what’

What If You Find a Nightmare – One Example

Focused on morale Changed the look of the office Improved technology Group discussions Set priorities Participated in campus events Improved communications Regular meetings

Sometimes It’s the Little Things

Focused on customer service – Call Center was established

Increased grant funding Regular meetings with other areas Financial Aid 101 for faculty and staff FAFSA promotion Staff shirts

And Then?

Flex scheduling for staff ‘Different’ forms of communication Liaisons to other offices Review of caseloads and job duties and

responsibilities Set annual goals for each staff member Offered student workshops on campus Evaluate – what worked and what didn’t

Finally…

It doesn’t last forever