Transitioning into a “One Stop Shop” Student Services Center This is a TEMPLATE and can be changed. Template is simply a starting guide to include the Fall Conference’s color scheme and logo. Presented by: George Yanchak Tanya McMillian

The Campus Runaround

Accessing the Mountaineer Hub Conveniently located at a PRT stop Centralized location for our three Morgantown locations Health Sciences Campus Evansdale Campus Downtown Campus

Opening the Hub Committee Formed Visited One Stop Shops Design and Layout Director of Hub hired 1 November Moved to Hub 16 November Home offices also moved on the same day

The Home Offices Who Do We Represent? Student Financial Support & Services Financial Aid Student Accounts Undergraduate Scholarships Student Employment Registrar Revenue Services

Staffing the Hub Who is in the Pool What are the Responsibilities Current Home Office employees Open hiring What are the Responsibilities Separated by Home Office Cross Trained

Staffing the Hub Opening Day Currently Staffing Responsibilities Hire 3 Customer Service Leads Hire 6 Customer Service Representatives Responsibilities Walk in Students Answer Phone Calls Return E-mails Interim Home offices see their students until trained Hire and Train Director 2 Assistant Directors 9 Student Service Associates 5 Student Service Representatives 1 Administrative Assistant Responsibilities – even more

What we do…. Assist students and their families in understanding cost, payment, and finance options Financial Aid and Financial Literacy FAFSA filing assistance Student Account Review Take payments Student Employment/Work Study Questions Assist with Transcripts and Diplomas Assist students in navigating university systems (STAR, DegreeWorks, Payments, Registration etc.) Assist home office with processing

TRAINING…. Classroom – 3 weeks Shadowing – 2 weeks Reverse Shadowing – until comfortable NASFAA Credentials Federal Regulations State Policy University Policy Home Office Procedures Other University Partners Just in Time Training

Johns Hopkins SAIS Student Services Center “One Stop Shop” Washington, DC

3 Campuses | 1 Mission Nanjing, China Washington, DC Bologna, Italy

The Johns Hopkins university school of advanced international studies A Global Presence, an International Perspective For 75 years, students have come to the Johns Hopkins University School of Advanced International Studies (SAIS) to build their professional networks, learn from renowned faculty, train with policy practitioners, and gain hands-on work experience. 19 Master of Arts Programs & Concentrations combined Master of Arts in Global Policy Master of Arts in Global Risk Master of Arts in International Affairs Master of Arts in International Economics and Finance Master of International Public Policy Master of Arts in International Studies HNC Certificates (Hopkins Nanjing China) Diploma in International Studies (Bologna, Italy) Doctor of Philosophy Approximately 1100-1200 students Washington, DC [800-900] Bologna, Italy [200] Nanjing, China [100] The Johns Hopkins university school of advanced international studies

Shop Staff DIRECTOR SPECIALIST STUDENT WORKERS SPECIALIST (vacant)

Administrative Services Who We Serve Registration Financial Aid Student Accounts Student Health Insurance Student Life Veterans Affairs Public Notary Services General Information Prospective Students Current Students Alumni Faculty Staff Background Investigators General Inquiries

Training & Association Affiliations Departmental Cross-training Customer Service Emotional Intelligence Team-building Mindfulness & Stress Management Communication Skills Enhancing Change for Success Diversity and Inclusion NASFAA National Association of Student Financial Aid Administrators NACUBO National Association of College and University Business Officers DEDCMD ASFAA, INC. Delaware|DC|Maryland Association of Student Financial Aid Administrators NASPA National Association of Student Personnel Administrators

Visitor Management System

The Advantages of a “One Stop Shop” for Student Services SOURCE: Eduventures inc. [https://youtu.be/8JHmiPJXRok]

A – HA MOMENTS SHOULD’VE, COULD’VE, WOULD’VE CHALLENGES BENEFITS

Questions?