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Training and Staff Training and Staff DevelopmentDevelopment
Kay W. SoltisDirector of Financial Aid
Pacific Lutheran University
Training
• Why is training necessary?– Customer Service– Improve Listening Skills– Team Building– Interpersonal Skill Development– Problem Solving Skills– Conflict Resolution– Leadership Development
Training Plan
• University and Office Policy and Procedures• Financial Aid Policy and Procedures Manual• Office Organizational Chart – job descriptions• Telephones Numbers and E-mail Addresses• Office Calendars• Computer Access• Technical Support
Agenda
• Human Resources• Introductions and Office Tour• University Tour and Introductions• Meeting with Director• Meeting with Admission Administrator
Training Calendar
• Position Dictates the Detail • If Experienced Training Includes Other Tasks• Inexperience Requires More Extensive
Training and Time
Computer Training
• Institution’s Information System– Hand’s on Training– Computer Lab– Shadow Other Employees
• Federal/State Databases– Coordinate Access and Permissions– COD, CPS, NSLDS, State Scholarships, etc.
Regulatory Updates
• Regularly Scheduled Staff Meetings• Assign Staff to Research Regulatory Changes
and Update Staff• Webinars• Teleconferences• Listserv
Training Method
• Lecture – Talking Head• Involve Other Staff Members• Computer – Hands On• Shadow Other Employees• Role Play• Make it Fun, Interesting and Relevant
Staff Retreats
• Purpose of Retreat• Frequency of Retreats• Location – On Campus or Off Campus• Planning – Careful Planning Creates Success• Conducting the Retreat – Share the
Responsibility – Benefits– Greater Buy In– Better Chance of Success
Staff Retreat
• Don’t Forget to Make It Fun• After the Retreat – Notes, Minutes and
Follow-up• Evaluate the Outcomes• Resources/tools Available*• Sample Agenda
Customer Service Training
• What’s the Goal?• Assist Students to Access Postsecondary
Education• Face to Face• Telephone • Difficult Customers• Different Scenarios
Evaluate/test the Staff
• Feedback is Essential to Staff Success• Self Assessment of Financial Aid Topics• Identify Areas of Additional Training• Set up Training Program and Timeline for
Individual Improvement Plan
Staff Development
• Training Opportunities• State Agencies• State Financial Aid Associations• Regional Associations– New Aid Officers Workshop (FA 101)– Management Institute
• NASFAA• Webinars• Conferences
NASFAA
• NASFAA Website• Members Tab• Professional Development
• http://www.nasfaa.org/mgt/training/Professional_Development.aspx
NASFAA
• State and Regional Workshops• Satisfactory Academic Progress Training• Webinars• Policies and Procedures Tools• Self-Evaluations Guide• Ask Regs
IFAP - Tools
• IFAP Website
• www.ifap.ed.gov/ifap/
• “Tools for Schools”
Make It Fun and Exciting
• Remember You Did Not Learn This All Overnight
• It Takes Time to Learn• Information is Constantly Changing• Be Patient• Be Friendly and Offer Creativity in Training
Activities
Contact InformationContact Information
Kay W. SoltisPacific Lutheran University
(253) 535-8725 E-mail: [email protected]