Cross-training Non-Financial Aid Staff Members on Key Financial Aid Content Michelle Blum; Manager of Enrollment Services Elizabeth Gilbert; Financial Aid Technical Specialist June Sproat; Registrar Services Technical Specialist Dr. Cheryl Warmann; Director of Enrollment Services Champions of Financial Aid - 2017 ILASFAA Conference

Session Learning Outcomes Consider potential benefits to students List potential topics for cross-training Identify potential learning outcomes Summarize potential teaching techniques Compare different methods of evaluating learning

Enrollment Center Context One-stop integrated service model with multiple departments represented Tiered Service Model (FA Topics): Tier 1: Call Center—Describe FASFA website, Oakton school code, and regular payment plan; identify if student has access to FA payment plan Tier 2: Main Desk—Assist with FAFSA completion, accept documents, explain document processing timeline, explain SAP status, accept/distribute book voucher requests, introduce veteran/GI Bill process Tier 3: FA Advisers—Explain eligibility/award details, disbursement amounts, 2nd level of verification, PJ, SAP details; calculate book vouchers

Potential Benefits of Cross-Training for Students Improved customer service Multiple staff members can assist students/Integrated services Connect information between departments Increased accuracy of information Empowers students in their decision-making Builds college knowledge to navigate complex systems

Potential FA Cross-Training Topics for Staff Application Federal/State Scholarships Dates & Deadlines Financial Aid Programs Federal State Academic Progress Standards of Academic Progress (SAP) SAP Appeal Process Return of Title IV Document Intake Importance of Accuracy Imaging Processing Information Verification vs. Awarded vs. Disbursed Book Vouchers Payment Plan Veteran Benefits Application Process and Timeframe Overview of Benefits Referrals to Specialists

Learning Outcomes for Cross-Training Bloom’s Taxonomy Knowledge Remember Comprehension Describe Explain Application Predict Show Prepare Analysis Contrast Compare Synthesis Develop Propose Evaluate Appraise Value

Example: Learning Outcomes for Academic Progress Cross-Training Insert Blooms Tax slide here Remember there are 2 academic progress policies. Show why a student’s record meets/does not meet both policies. Explain SAP appeal process. Promote scholarships to high achieving students.

Example: Learning Outcomes for Document Intake Cross-Training Recognize the names of documents in Powerfaids and on student forms/letters Describe required forms Prepare student for next steps in the process Analyze documents for completeness Determine payment plan options Prepare documents for scanning and adviser review

Teaching Methods Lecture One-on-One Hands-On Online FA Demo Site Online OnBoarding/Orientation Staff Meetings Teachable Moments Special Training Opportunities

Cross-Training: Hands-On LO: Create a student appointment in calendaring system Teaching Method: Handout Lab/Demo Examples/Testing Evaluation: Successfully book 6 appointments Teach someone else LO: Explain to students the IRS data retrieval process Teaching Method: Handout Lab/Demo Examples/Testing Evaluate Learning: Quiz

Cross-Training: D2L Modules

Cross-Training: D2L Modules

Example: D2L Cross-Training Recognition Event Teams with a captain from the EC committee Team ranking report periodically sent to spark friendly competition Award Categories: In-person training attendance Completion of all 22 modules Highest GPA MVPs for 100% scores of quizzes Prizes/Celebration Team Individuals

Cross-Training: Life of a Document Elizabeth

Cross-Training: Life of a Document

---------------------- Assessing Learning Regular Cross-Training Update Materials ---------------------- Indirect Assessment Self-Assessment/Evaluation Direct Assessment Direct application/”Doing” Summative Assessment Tests, Quizzes Pre- and post-test Formative Assessment Feedback: oral or written Eg: End of session input Most important points Most confusing points Eg: Teachable Moments

Any Questions? Michelle Blum Elizabeth Gilbert June Sproat mblum@oakton.edu 847-376-7224 Elizabeth Gilbert egilbert@oakton.edu 847-635-1712 June Sproat jsproat@oakton.edu 847-635-1991 Dr. Cheryl Warmann cwarmann@oakton.edu 847-635-1719