Customer Service, Confidentiality and Security EASFAA 2009 Allene Begley Curto Springfield College – School of Human Services

The Customer Service Agenda What is Good Customer Service? What are the rules that we must follow to protect and inform students? What are all the types of communication that we use for customer service? How do we use the rules to improve communication and customer service and not hinder either?

What is Good Customer Service? Provides accurate and helpful information in a timely manner Minimizes the amount of time that the student must spend to follow up Reinforces the sense of “team” supporting the student Reassures and warns

Confidentiality and Security Who has a right to know what? How do we limit access to those who have a right to know? What policies, procedures and practices will protect our students? Maintaining confidentiality and protecting security of information is essential to good customer service!

What are the Rules? FERPA FTC Red Flag Rules Gramm-Leach-Bliley HIPPA Federal Student Aid Consumer Information Uncommon Sense

FERPA Family Educational Rights and Privacy Act Protects the privacy of student education records Gives the student the right to inspect records but we do not usually have to make copies Gives the student the right to request a correction or place a statement in the record Requires us to have written permission to release information

What Can We Release to Whom? Without Consent to: Necessary School Officials Other schools to which student is transferring Auditors Financial Aid Judicial order, subpoenas Health, safety Directory Information: Defined by the School Name Address Telephone number Date and place of birth Honors and awards Dates of attendance

Releasing Information Directory Information may be released – we are not required to release unless judicial order or subpoena, federal audit, etc. Student may “opt out” of release of directory information. No release unless one of the required exemptions! Directory information can still compromise student’s security and confidentiality!

Security of Financial Information The Financial Services Act (Gramm-Leach-Bliley) requires policies for handling and protecting financial data The Federal Trade Commission (FTC) requires us to have an information security program

Federal Trade Commission Information Security Identity Theft Prevention Programs (Red Flag Rules) Must provide for the identification, detection and response to patterns, practices, or specific activities that could indicate identity theft Must be in place by August 1, 2009 Required for schools that participate in Perkins or offer institutional loans or payment plans

Privacy of medical records (HIPPA) Medical records are protected by the Health Insurance Portability and Accountability Act (HIPPA) Medical Records are not usually part of the educational record. FAO does not usually keep medical records but sometimes…….. Disability services Loans discharged due to disability Once a medical record becomes part of the educational record, it is covered under FERPA.

What Are We Required to Communicate? Federal Student Aid Consumer Information Missing persons procedures Textbook Information College Costs and Transparency The Clery Act (Campus Crime Reports) Solomon Amendment (Information to the military)

Communication and Service While Meeting All The Rules How do we serve the student and protect their information and communicate effectively with: The Student? The Family? Other Agencies assisting the family? Other Departments at the School?

Is All of Our Communication Effective? Timely? Secure? Pleasant? Professional?

Types of Communication E-mails Letters Phone Calls Statements of Account Appointments/Walk-ins Orientations/Info Sessions Publications Web Site

E-mail An e-mail is always unsecured! No SSNs, minimal confidential information To whom is it sent? Are they authorized to have that information? Is it the correct person? You are also sending that e-mail to anyone and everyone to whom one of the recipients decides to forward it!

E-mail (cont.) E-mails are easily misunderstood E-mails are easily ignored E-mails are easily forwarded (with or without changes!) E-mails are almost impossible to “take back”! In some states, certain information is illegal to include in an e-mail!

Letters Correct Name? Correct Address? Correct spelling and grammar? Tone of the letter? Concise but with full and accurate information? Frequency?

Phone Calls Identify yourself Identify and authenticate the person with whom you are speaking Be prepared to deal with stress Refer or follow up when it can’t be resolved on the phone Know to whom they should be referred! Practice tone/responses Timely Responses

Statements of Account Students are confused by the statements! Become familiar enough with statements to explain or clarify to student Use Info Sessions and Orientations to explain or clarify the statements Know when they are being sent. Expect additional calls and questions!

Appointments/Walk-ins Let students know when they can “walk in” and when they can set an appointment Make sure they are referred to the correct person Be prepared when they have an appointment Contact student with changes Follow up on “no shows” What is discussed at “the counter”? Is it confidential?

Orientation/Info Sessions Fine tune your presentation Prepare for Q&A Have handouts available Is the information accurate and up to date? Always remember we are all ambassadors!

Publications Up to date and accurate information No conflicting information in different publications Clear and easily referenced Available to students

Tips Customer Service is a TEAM sport! Remember that the student is under stress! Remember that you may also be under stress! Let others (Office mates? Supervisor? Other Departments?) know what you need to be able to respond in the way that you would like

Resources – Web Sites ED www.ifap.ed.gov FTC www.ftc.gov NACUBO http://www.nacubo.org/Initiatives/FTC_Red_Flags_Rule.html NASFAA www.nasfaa.org AACRAO on-line FERPA Guide http://www.aacrao.org/ferpa_guide/enhanced/main_frameset.html EduCause (sample programs for Red Flag) http://www.educause.edu/Resources/Browse/IDTheftRedFlags/34457

Resources – Publications ED Save Your Money, Save Your Identity Balancing Student Privacy and School Safety FTC Protecting Personal Information, A Guide for Business Fighting Fraud With the Red Flags Rule AACRAO Solomon Amendment Brochure

Questions? Allene Begley Curto Associate Director of Financial Aid Springfield College – School of Human Services acurto@spfldcol.edu