1. MINNEAPOLIS, MN OCTOBER 18-21 MASFAA: TIME TO REFOCUS Your Personnel Training – Proven Techniques that Work Michelle Stipp Manager of Policy and Training DeVry University

2. MINNEAPOLIS, MN OCTOBER 18-21 MASFAA: TIME TO REFOCUS

3. MINNEAPOLIS, MN OCTOBER 18-21 MASFAA: TIME TO REFOCUS Agenda Why is training important? Assessing the needs of your team. Developing the content. Delivering the material. Choosing the format. Measuring success.

4. MINNEAPOLIS, MN OCTOBER 18-21 MASFAA: TIME TO REFOCUS Why is training important? Your team is your greatest asset. Help you “do more with less.” Provide a path to student satisfaction. Assist in compliance and consistency. Identify and develop your successor.

5. MINNEAPOLIS, MN OCTOBER 18-21 MASFAA: TIME TO REFOCUS Assessing your team Evaluate your team to determine where the gaps are ◦ Financial aid knowledge? ◦ Customer service? ◦ Technology?

6. MINNEAPOLIS, MN OCTOBER 18-21 MASFAA: TIME TO REFOCUS Developing the content

7. MINNEAPOLIS, MN OCTOBER 18-21 MASFAA: TIME TO REFOCUS Content for New Hires DV Technology Customer Service and Soft Skills Student Finance

8. MINNEAPOLIS, MN OCTOBER 18-21 MASFAA: TIME TO REFOCUS Content for Seasoned Pros DV Technical Customer Service and Soft Skills Student Finance

9. MINNEAPOLIS, MN OCTOBER 18-21 MASFAA: TIME TO REFOCUS Student Finance Something You Should Know… DV Technical Customer Service And Soft Skills Student Finance Overview of Aid Programs Scholarships / Grants FAFSA / PINs Lenders / MPNs Initial Contact Financial Aid Advising Loan Entrance / Exit Counseling Loan Default Remediation Making A Payment Holds Disbursements / Refunds COLL148/PSYC 307 Tuition Return of Title IV Packaging / Cost of Attendance EDUCARD® Verification Affordability Unique Population Needs (e.g., HS, Military, International, etc.)

10. MINNEAPOLIS, MN OCTOBER 18-21 MASFAA: TIME TO REFOCUS What resources do I have? NAFSAA CORE Materials -- $200/$500 IFAP – FSA Coach ◦ Post Assessments with Certificate of Completion USA Funds – Online University ◦ Pre and Post Assessments TG – Financial Aid for Rookies (FAR) ◦ Final Quizzes EdFund – eLearning Modules

11. MINNEAPOLIS, MN OCTOBER 18-21 MASFAA: TIME TO REFOCUS Still more resources… Conferences ◦ Review posted hand-outs for materials

12. MINNEAPOLIS, MN OCTOBER 18-21 MASFAA: TIME TO REFOCUS Customer Service and Soft Skills Something You Should Do… Super Service Phone Etiquette Escalation Paths Building Trust / Rapport Retention / Resumes Sales / Selling Call Monitoring / Quality Consultative Interactions Dealing With Irate / Difficult People Listening Skills Problem Solving Managing Phone Interactions Documenting Contacts DV Technical Customer Service and Soft Skills Student Finance

13. MINNEAPOLIS, MN OCTOBER 18-21 MASFAA: TIME TO REFOCUS What resources do I have? Conference sessions Ask your Human Resources Department Chat with your friends in Admissions USA Funds Webcasts ◦ January-February 2010 Find a good book

14. MINNEAPOLIS, MN OCTOBER 18-21 MASFAA: TIME TO REFOCUS Customer Service Books: Customer Service in Financial Aid Super Service by Jeff Gee Inside the Magic Kingdom by Tom Tom Tom Connellan Videos: “FISH! Philosophy” “Simple Truths of Service” “Give ‘Em the Pickle”

15. MINNEAPOLIS, MN OCTOBER 18-21 MASFAA: TIME TO REFOCUS Technology Skills Something You Should Use… Phone Usage Taking Inbound Calls Making Outbound Calls PC / Network Logon’s Knowledge Base Online Budget Worksheet ProSAM OSS OSCAR ELM NSLDS RightNow Email DV Technology Customer Service And Soft Skills Student Finance

16. MINNEAPOLIS, MN OCTOBER 18-21 MASFAA: TIME TO REFOCUS Tools for Technology Skills Who are your Subject Matter Experts? Training materials from providers ◦ NSLDS, ELM, Banner, Datatel, etc. ◦ Possible conference sessions Leverage the knowledge of other campus departments ◦ Information Technology, Telephony, etc.

17. MINNEAPOLIS, MN OCTOBER 18-21 MASFAA: TIME TO REFOCUS Institutional Knowledge Something You Should Understand… Intro to DeVry DeVry Vision & Values Organizational Structure DeVry Admissions Process DeVry Student Finance Process Our Students Registration Programs Plans of Study Terminology DV Technical Customer Service And Soft Skills Student Finance

18. MINNEAPOLIS, MN OCTOBER 18-21 MASFAA: TIME TO REFOCUS Institutional Knowledge Your school’s website Your catalog Other departments ◦ Admissions, Academics, Student Affairs? What is important for your staff to learn? ◦ Mission, History, Structure, Values, Students?

19. MINNEAPOLIS, MN OCTOBER 18-21 MASFAA: TIME TO REFOCUS “As Needed” Training Topics Regulatory Updates FAFSA Update Financial Literacy Policy and Procedure Updates What else….

20. MINNEAPOLIS, MN OCTOBER 18-21 MASFAA: TIME TO REFOCUS Scheduling the Training

21. MINNEAPOLIS, MN OCTOBER 18-21 MASFAA: TIME TO REFOCUS Making Time When There Isn’t Any Student Traffic Patterns Divide and Conquer Lunch and Learn Staff Meetings

22. MINNEAPOLIS, MN OCTOBER 18-21 MASFAA: TIME TO REFOCUS How DeVry Does It New Hire Training – 2 weeks Opportunity Training – 1 week Campus Visits – 3-4 days “As needed” trainings via webinar ◦ Typically four sessions to cover all time zones

23. MINNEAPOLIS, MN OCTOBER 18-21 MASFAA: TIME TO REFOCUS Delivering the Material

24. MINNEAPOLIS, MN OCTOBER 18-21 MASFAA: TIME TO REFOCUS Choosing the Format Online training One on one Group session Shadowing Guest speaker

25. MINNEAPOLIS, MN OCTOBER 18-21 MASFAA: TIME TO REFOCUS How DeVry Does It Online pre-training materials Trainer-led sessions in a classroom Hands-on training for systems DVDs for customer service Webinars

26. MINNEAPOLIS, MN OCTOBER 18-21 MASFAA: TIME TO REFOCUS Keeping it interactive and FUN Role Plays ◦ Customer Service/Institutional Knowledge PB and J ◦ Customer Service Scavenger Hunt ◦ Technology Policy Search ◦ Student Finance Knowledge TV Game Shows

27. MINNEAPOLIS, MN OCTOBER 18-21 MASFAA: TIME TO REFOCUS Measuring Success Test on training content ◦ Pre and Post Inspect what you expect Record and critique End of training surveys ◦ Participant and Manager

28. MINNEAPOLIS, MN OCTOBER 18-21 MASFAA: TIME TO REFOCUS What questions do you have?

29. MINNEAPOLIS, MN OCTOBER 18-21 MASFAA: TIME TO REFOCUS Contact Information Michelle Stipp mstipp@devry.com 630-706-3167