1. ILASFAA Annual Conference April 16-18, 2008 One Stop Shops Paula Luff – DePaul University Eric Weems – Loyola University

2. ILASFAA Annual Conference April 16-18, 2008 Today’s agenda Who What Why Where How Huh?

3. ILASFAA Annual Conference April 16-18, 2008 Who? Who might be part of a one-stop shop? –Financial Aid –Student Accounts Tuition counselors Cashiering functions –Registration and Records –Academic Advising –Residence Life –Admissions –ID services

4. ILASFAA Annual Conference April 16-18, 2008 Who? Who is the one-stop area intended to serve? –Students (current and prospective) –Parents –Alum –Faculty –Staff

5. ILASFAA Annual Conference April 16-18, 2008 What types of services are provided? Basic service (or first level service) – function of one-stop is to triage situations and direct to solution (e.g., have you received my FAFSA) Basic plus service – one-stop staff can answer most questions (e.g., has my loan disbursed) Full service (soup to nuts) – experts in one-stop can handle all situations (e.g., why did my eligibility for a Federal Pell Grant change)

6. ILASFAA Annual Conference April 16-18, 2008 Why? Provide a single location for students and families to conduct transactional business – preventing ‘bounces’ Realize economies of scale –Only one front desk to staff –One entry point for documents, faxes, e- mails and phone calls Student expectations are higher, this is one way to meet them

7. ILASFAA Annual Conference April 16-18, 2008 Where should the one-stop be? Generally a centralized location –At DePaul – there are two locations, one at our LPC campus and one at Loop –Loyola – also two locations, one at Water Tower and one at Lake Shore campuses All support offices in same building or near? –Staff from support offices at one-stop or referrals from one-stop to experts in office?

8. ILASFAA Annual Conference April 16-18, 2008 Where was that again? If the one-stop is not in a new location, there are some things to consider: –Staff morale Displacing staff Redefining teams –Who is in charge? Do you really need 3 office managers now that you’re in on location? Who handles time sheets, scheduling, discipline? – Acclimating campus community to the one-stop – concept – not the FA office, but “DePaul Central”

9. ILASFAA Annual Conference April 16-18, 2008 How? Plan Inform –Staff –Campus community –Students Train –On-going –Expand beyond one-stop offices (academic dept. secretaries are prime for “bounce”)

10. ILASFAA Annual Conference April 16-18, 2008 How? Modify –Student Information screens or views to assist one-stop advisement (super screens) –Web Pages to provide guidance to one-stop services (and services within offices) –Student portal to help students help themselves

11. ILASFAA Annual Conference April 16-18, 2008 Potential Problems Expectations for ‘bounces’ not met – one stop staff not able to answer defined questions (note: appropriate referrals should be categorized as non-bounce…) Resentment by office staff members, if quantity of referrals is higher than expected (one-stop is not handling defined set of questions) Representation of office by one-stop affects satisfaction Failure to realize economies of scale Business process not changed so multiple entry points creep back in

12. ILASFAA Annual Conference April 16-18, 2008 Questions?