A Little About Canisius Life Before the One Stop The Decision Process Today’s Topics   A Little About Canisius Life Before the One Stop The Decision Process Research & Planning Creation – virtual and physical After the One Stop – results, successes, & lessons learned

Canisius Profile One of the 28 Jesuit Institutions Private 4yr Located in a residential neighborhood north of downtown Buffalo, New York Fall 2017 Enrollment – 3550 Undergraduate – 2400 1105 Residents Graduate – 1150 2017-2018 Tuition and Fees $36,454 Ellucian (Banner) school since June 2001

The “Before” Picture 3 separate office locations Financial Aid Student Records Student Accounts 3 separate office locations Working in departmental silos The “run around” – a need to improve customer service The need to be a more “Student Centered Campus” Lack of trust Lack of connectivity Duplication of many resources

The Decision Process Campus-wide need for: More integrated services across campus Improved Student Services A student centered approach Stay competitive and current Directive from Senior Leadership Team Perfect timing Retirements New Leadership

Research & Planning Development Team Research Findings Director of Student Accounts, Interim Director of Financial Aid, and Dean of Records & Registration Research Campus visits Articles/white papers Institute for Student Services Professionals (ISSP) – a collaboration between professionals from 6 institutions and NACUBO Findings Many different models (no one size fits all) – best for Canisius? Utilize technology - improve on-line services Need upper management support Need to involve staff in the process Opportunity to restructure/re-organize Working well, but can work better

Developed a Proposal Developed a One Stop Shop FOR CANISIUS Integrate 3 areas – Student Accounts/Financial Aid/Student Records & Registration SRFS reports to 2 VP (Academic and Enrollment) Home offices and one stop should be co-located New org chart/new job descriptions/clearly defined job responsibilities A new location to fit our specific needs(ask yourself) Need an electronic queuing system Improved phone tree/menu Need a document imaging system Submit For Approval to President and SLT Overview with mission/goals/customer service standards Timeline New org chart All new job descriptions Staff compensation proposal Staff resumes

Student Records & Financial Services Student Records & Registration Financial Aid Financial Aid Counseling Aid Packaging Award Notification Award Disbursement Work-study Program Veteran Certification Student Records & Financial Services Student Records & Registration Class Registration Transcripts Maintain Student Records Course Scheduling Grade Processing Classroom Scheduling Academic Reporting Graduation Student Accounts ebills Payment Processing Payment Plans Meal Plans Refund Processing Student Tax Forms Parking Permits NFTA Passes The mission of the Student Records and Financial Services Office is to provide exceptional customer services that will enhance the overall student experience and encourage students to achieve their educational goals. The Center will provide students, parents, faculty and staff with effective, efficient information with regard to student billing, financial aid and student records services.   Goals: Improve student services Efficiency Increase retention Provide seamless, integrated services Improve on-line services Give students the means to solve their own problems Ensure that if students do need personalized attention, the first person they contact can resolve the issue at hand

Creation – Physical and Virtual Timeline May 2014 - Began research and planning Proposal approved May 2015 Summer 2015 1st Phase of office renovations Cross-training Integrated webpages(internal & external) Integrated e-mail, phone#, messaging Start planning for complete office renovation for summer 2016 Announcement to campus/student/parents August 15, 2015 Officially opened the Student Records & Financial Services Center (partially integrated) Summer 2016 Complete renovation Opened new office (fully integrated)

Original SRFS Organizational Chart

Original Office Layout  

Renovated Office  

Renovated Office  

Renovated Office  

 

Customer Service Hand-Off   Student Accounts Phone calls Emails-forward as needed Questions about bills Past Due Payment plans Process Payments Refunds Meal Plans Parking permits NFTA Passes Refund Advances Itemized bills Tuition Vouchers Collections 3rd Party Late fees Departmental deposits Financial Aid Phone calls Emails-forward as needed How to appeal for more aid How to accept their package online How to apply for FAFSA/TAP Entrance Counseling/MPN Comparing last year’s package to 18-19 Why financial aid has not processed How to obtain more loan funding (loans) Verification Appeal decision Special Circumstances Specific scholarships Endowed Scholarships Records Phone calls Emails-forward as needed How to request transcript/diploma Add/Drop/WD courses Hand out diplomas/transcripts Enrollment Verifications Major/Minor Changes Address/Name changes Late drops/WD Academic Audit Credit Evaluations Course information Grade changes

Improved Technology Smith, Kevin smithk@canisius.edu

Improved Technology

Improved Technology CISCO Call Center Electronic Check –In System Designated staff log in each day as agents (ready/not ready) All calls come into agents. If all agents are busy, get a message to pick a specialty area(FA/SA/SR). If still busy, can continue to hold or leave a message. Messages are sent to our office e-mail. Jabber Electronic Check –In System

Improved Technology

Improved Technology

Improved Technology

Results, Successes, & Lessons Learned Sample Customers Served: Time Period Office Visits Total/Ave per week Parking Permits NFTA Passes E-mails Phone Calls 3 weeks Week before & 1st 2 weeks of classes 1289/430 1294/432 1741/580 837/280 2621/874 Next 9 weeks 1420/158 82/9 268/30 805/89 2697/300

Results, Successes, & Lessons Learned No one size fits all – adjust to your needs Be ready to make changes Balancing job responsibilities Don’t give up Continuous staff training & development Not everyone can be cross-trained Improve efficiencies through processes and technology Maximize on-line services Continued assessment/student satisfaction Improved customer service Retention Regular staff meetings Cost savings Operating Salary/OT

Questions? Kevin Smith Assistant VP & Director Student Records & Financial Services smithk@canisius.edu 716-888-8501