INTEGRATING FINANCIAL AID & STUDENT ACCOUNTS & MORE Clarkson University

CLARKSON UNIVERSITY Student Enrollment Undergraduate 700 Graduates Traditional Semester Calendar and Quarter Calendar On Campus Residential population Growing Graduate On-Line Distance Education Programs Located in Potsdam, NY

STUDENT ADMINISTRATIVE SERVICES Financial Aid Student Accounts Registrar Opened in Fall 1996 after 6 months of planning Idea originated from a combination of a student survey, a consulting firm and presidential support

MISSION To provide timely, accurate, and consistent delivery of services to students contributing towards their overall satisfaction and retention at the University, while operating in an environment that fosters and rewards student-centeredness and continuous quality improvement of operations.

ORGANIZATIONAL CHART President CFOProvost SAS DIRECTOR FA DIRECTOR SAS ASSISTANT DIRECTOR FA COUNSELOR 6 SAS REPSBURSAR 2 FRONT RECEPTION REGISTRAR ASSOCIATECASHIERASSOCIATE ADMIN

KEYS TO SUCCESS Communication Teamwork Training

COMMUNICATION Timing of processes is critical Example: Course registration>FA Packaging>Invoicing>Clearance Reduces duplicate efforts and communication to students Increases efficiency with office proximity and promotes personal interaction and positive rapport amongst 3 areas

TEAMWORK Streamline projects for increased productivity Example: Quarter calendar implementation Operational networking support  Strong sense of community and focus on University goals and values  Controls and system of checks and balances Solution based problem solving with diversity of ideas and support for implementation Example: Going green project

TRAINING Logistics  Prioritizing  Space  Timeliness Facilitates accessibility to consistent Q&A

SWOT Strengths Weaknesses Opportunities Threats

STRENGTHS Team approach ensures excellent customer service and positive office atmosphere Understanding how areas impact each other leads to coordination and cooperation. Proactive. Planning to ensure timeliness, accuracy and great service Coordinated communications to students Unique marketing feature for the University

MORE STRENGTHS Streamlined services -one point of contact reduces run around between offices and enables quicker resolution of multiple issues/questions High level of student satisfaction Build relationships with students and families SAS “system” reflects database system resulting in deliberate design

WEAKNESSES Reps are responsible for three areas of specialization that can result in overload Limited time for necessary training for shared staff Design of space limits confidentiality, staff management, and sometimes workflow

OPPORTUNITIES Improve equilibrium of ebb and flow during peak periods when the volume of workflow is highest amongst the 3 areas Clarify FERPA boundaries especially with helicopter parents

THREATS Changing regulations and policies at University, Local, State, and Federal levels SAS becoming a central contact for every issue on campus i.e. housing issues, dorm damages, academic advising, etc.

SUMMARY Advantages are greater than disadvantages

CONTACT INFORMATION Pam Nichols Director of Financial Aid Amanda Pickering Bursar