Changing Times, Changing Ways! Improving Financial Aid Service Through Professional Training & Technology Presenters: Janice Hilbrink, Director of Endowed Scholarships & Financial Aid Training Institute, Pace University Stephanie Biscow, Web Manager & Senior Systems Analyst, Pace University

Demographics of Pace University Private, New York metropolitan university 13,500 students Three major campuses

Improving Financial Aid Service Through… Professional TrainingTechnology

Using Professional Training to Improve Financial Aid Service

CHALLENGE

Challenge: Training Save Money Consistency Communication Raising the Bar

SOLUTION

Solution: Designate someone to oversee the Institute Consult Marketing Department Create a logo:

Solution: Set up invitations Qualtrics (Feedback Form) Budget

PROCESS

Preparation: Determine training topics One training per month Plan ahead

Save the Date Send Evites Track RSVPs Procedure: Confirm Speakers

Confirm in advance Sign- in sheet Moderate Event Event Checklist: Be available Stay calm

RESULTS

Qualtrics Survey Share Feedback Start planning next event… Results:

Example Survey Questions:

Example Survey Results:

Recognition:

Using Technology to Improve Financial Aid Service

CHALLENGE

Customer Satisfaction Accuracy

Student Satisfaction Common Mistakes

SOLUTION

Technology = website screencasts +

What is a screencast? - a digital recording of computer screen output, often containing audio narration and even webcam video integration.

Screencast Tutorials… Introduction to Financial Aid How to Fill Out your FAFSA Understanding your Award Notice How to Complete Loan Entrance Counseling How to Sign the Master Promissory Note Financial Literacy Understanding Summer Financial Aid Dependent & Independent Verification

Benefits of Screencasts… Easy & inexpensive to create 24/7 access of information Multimodal Learning: hear it + see it = remember it

PROCESS

SOFTWARE/APPLICATIONS: MS WORD MS POWERPOINT CAMTASIA STUDIO YOUTUBE

HARDWARE: PC MICROPHONE HEADPHONES or SPEAKERS

Our Process:

Screencast Project Manager Financial Aid Staff Script Development I.T. Web & Video Publish Marketing & Communications Compliance Our People:

RESULTS

2,424 unique web page views to date positive feedback time saving Our Results:

Visit us at:

Questions?

Thank you! Janice Hilbrink Stephanie Biscow