2012 CASFAA Annual Conference Creating a Training Program for Your Office – Schools of all Different Shapes and Sizes December 8 – 11, 2012 Anaheim, CA CASFAA Annual Conference

2012 CASFAA Annual Conference Presented by Ron Day – Kennesaw State University rday9@kennesaw.edu Kay Soltis – Pacific Lutheran University soltiskw@plu.edu December 8 – 11, 2012 Anaheim, CA CASFAA Annual Conference

2012 CASFAA Annual Conference Training What and why do you train? 1. For Customer Service? 2. To improve Listening Skills? 3. To build a Team? 4. To develop Interpersonal Skills? 5. To develop Creativity and Problem Solving Skills? 6. To learn Conflict Resolution? S December 8 – 11, 2012 Anaheim, CA CASFAA Annual Conference

2012 CASFAA Annual Conference Agenda New Staff Training Office and Campus Policies & Procedures Financial Aid Content Training Computer System Training New FA Regulation Updates Training Methods Evaluation of Staff Knowledge Training Resources December 8 – 11, 2012 Anaheim, CA CASFAA Annual Conference

2012 CASFAA Annual Conference New Staff - Trainees Selection of staff members is a large part of why and how training occurs. 1. Abilities 2. Prior Knowledge 3. Skills 4. Roles December 8 – 11, 2012 Anaheim, CA CASFAA Annual Conference

New Staff Training Plan 2012 CASFAA Annual Conference New Staff Training Plan Have a booklet/binder available to each individual the first day of employment: Organizational chart - descriptions Phone Numbers – Email addresses Office policies (other documents) Office calendars Client Services Technical Support Etc. December 8 – 11, 2012 Anaheim, CA CASFAA Annual Conference

2012 CASFAA Annual Conference New Staff – 1st Week Act. Monday Wednesday HR ____ Meetings w/ _____ Office Tour Lunch w/ _____ Meetings w/ ____ Tuesday Lunch Campus Tour December 8 – 11, 2012 Anaheim, CA CASFAA Annual Conference

New Staff – Training Calendar 2012 CASFAA Annual Conference New Staff – Training Calendar Obviously the position dictates the detail. If experience is noted – the calendar will other include tasks Non-experienced individuals will need a much more detailed calendar for training All new employees – or new individuals who are assuming new roles – need training calendars. December 8 – 11, 2012 Anaheim, CA CASFAA Annual Conference

New Staff – Computer Training 2012 CASFAA Annual Conference New Staff – Computer Training Institution’s Student Info System 1. Hands-On Training 2. Computer Lab 3. Shadow other employees Federal/State Databases 1. Coordinate Access and Permissions 2. EdConnect, COD, CPS, Loan Processing System, State Scholarship & Grant System, NSLDS, etc. December 8 – 11, 2012 Anaheim, CA CASFAA Annual Conference

2012 CASFAA Annual Conference Regulatory Updates Regularly Scheduled Staff Meetings Assign staff to research regulatory changes and report back to full staff. Webinars Teleconferences Listservs What do you do to keep your staff updated? December 8 – 11, 2012 Anaheim, CA CASFAA Annual Conference

2012 CASFAA Annual Conference December 8 – 11, 2012 Anaheim, CA CASFAA Annual Conference

2012 CASFAA Annual Conference Training – How? Lecture - Z – Z – Z – Z 1. Involve your staff 2. Computer – hands-on 3. Shadow other employees 4. Role-Play Make it fun, interesting, and relevant The more senses we use in learning the more we will remember December 8 – 11, 2012 Anaheim, CA CASFAA Annual Conference

2012 CASFAA Annual Conference Staff Retreats Purpose of a retreat How often Location – on campus or off campus Planning – careful planning will create success Conducting the retreat – share the responsibility – greater buy in – greater success December 8 – 11, 2012 Anaheim, CA CASFAA Annual Conference

2012 CASFAA Annual Conference Staff Retreats Don’t forget to make it fun! After the retreat – notes, minutes and follow-up Evaluate the outcomes Resources/tools available Sample agenda December 8 – 11, 2012 Anaheim, CA CASFAA Annual Conference

2012 CASFAA Annual Conference Staff Retreats Purpose of a retreat How often Location – on campus or off campus Planning – careful planning will create success Conducting the retreat – share the responsibility – greater buy in – greater success December 8 – 11, 2012 Anaheim, CA CASFAA Annual Conference

2012 CASFAA Annual Conference Staff Retreats Don’t forget to make it fun! After the retreat – notes, minutes and follow-up Evaluate the outcomes Resources/tools available Sample agenda December 8 – 11, 2012 Anaheim, CA CASFAA Annual Conference

2012 CASFAA Annual Conference Staff Retreats Don’t forget to make it fun! After the retreat – notes, minutes and follow-up Evaluate the outcomes Resources/tools available Sample agenda December 8 – 11, 2012 Anaheim, CA CASFAA Annual Conference

2012 CASFAA Annual Conference Susan Boyle Lessons Don’t judge before knowing the story Success/graduation can come out of unlikely situations Broken record syndrome – be aware of the eyerolls Students can crack under pressure Know the resources December 8 – 11, 2012 Anaheim, CA CASFAA Annual Conference

Customer Service – “Game” 2012 CASFAA Annual Conference Customer Service – “Game” Players take turns to supply items that belong to a specific category related to customer service. Any player who hesitates too long, repeats a previous item, or supplies an inappropriate item – is eliminated. The last player left standing wins the game. December 8 – 11, 2012 Anaheim, CA CASFAA Annual Conference

2012 CASFAA Annual Conference Game – cont. Purpose – to increase fluency with various concepts, procedures, and issues related to customer service. Enhances thinking on your feet. December 8 – 11, 2012 Anaheim, CA CASFAA Annual Conference

2012 CASFAA Annual Conference Rules Divide into small groups – 4 – 7 players Each group will play the game among its own members. Each group will have a leader – who monitors the activities. Each player will pick a card and read the category aloud Each player will take a turn and say an item that belongs to the category. December 8 – 11, 2012 Anaheim, CA CASFAA Annual Conference

2012 CASFAA Annual Conference Rules – cont. 5.5. The leader of the group will listen to the responses. 6. A player will be eliminated who commits one of these errors: - Hesitates too long before saying an item - Repeats an item that was already said - Says an item that does not belong to the category - The eliminated players will assist the leader. December 8 – 11, 2012 Anaheim, CA CASFAA Annual Conference

2012 CASFAA Annual Conference Evaluate Knowledge People learn differently a. Visual b. E-Based c. Repetitive d. Shadowing e. Personality Differences f. Thinker/Doer Don’t assume knowledge December 8 – 11, 2012 Anaheim, CA CASFAA Annual Conference

2012 CASFAA Annual Conference Test the Staff KSU – December (last week before Christmas Break) 1 Self-Assessment of Financial Aid Topics 2. One test each day – two-hour window to complete & return to Assoc DFA Test #1 – General Student Eligibility Test #2 – Federal Aid Test #3 – State Aid Test #4 – Loans Test #5 – Miscellaneous December 8 – 11, 2012 Anaheim, CA CASFAA Annual Conference

2012 CASFAA Annual Conference Test the Staff Feedback is critical to staff success Upon return in January, provided a staff training session where tests were returned and correct answers were provided Supervisors using tests to develop individual improvement plans for their staff December 8 – 11, 2012 Anaheim, CA CASFAA Annual Conference

Resources for Training 2012 CASFAA Annual Conference Resources for Training State Agencies State Financial Aid Associations Regional Associations New Aid Officers Workshop Management Institute NASFAA Decentralized Training Webinars Conferences December 8 – 11, 2012 Anaheim, CA CASFAA Annual Conference

2012 CASFAA Annual Conference NASFAA NASFAA Website Members Tab Training & Professional Development www.nasfaa.org/mkt/training/How_Do_You_Like_to_Learn_.aspx December 8 – 11, 2012 Anaheim, CA CASFAA Annual Conference

2012 CASFAA Annual Conference Staff Retreats Don’t forget to make it fun! After the retreat – notes, minutes and follow-up Evaluate the outcomes Resources/tools available Sample agenda December 8 – 11, 2012 Anaheim, CA CASFAA Annual Conference

2012 CASFAA Annual Conference Staff Retreats Don’t forget to make it fun! After the retreat – notes, minutes and follow-up Evaluate the outcomes Resources/tools available Sample agenda December 8 – 11, 2012 Anaheim, CA CASFAA Annual Conference

2012 CASFAA Annual Conference Staff Retreats Don’t forget to make it fun! After the retreat – notes, minutes and follow-up Evaluate the outcomes Resources/tools available Sample agenda December 8 – 11, 2012 Anaheim, CA CASFAA Annual Conference

2012 CASFAA Annual Conference Staff Retreats Don’t forget to make it fun! After the retreat – notes, minutes and follow-up Evaluate the outcomes Resources/tools available Sample agenda December 8 – 11, 2012 Anaheim, CA CASFAA Annual Conference

2012 CASFAA Annual Conference US DOE Don’t forget to make it fun! After the retreat – notes, minutes and follow-up Evaluate the outcomes Resources/tools available Sample agenda December 8 – 11, 2012 Anaheim, CA CASFAA Annual Conference

2012 CASFAA Annual Conference UAS DOE Don’t forget to make it fun! After the retreat – notes, minutes and follow-up Evaluate the outcomes Resources/tools available Sample agenda December 8 – 11, 2012 Anaheim, CA CASFAA Annual Conference

2012 CASFAA Annual Conference IFAP – “Tools” IFAP Website www.ifap.ed.gov/ifap/ “Tools for Schools” December 8 – 11, 2012 Anaheim, CA CASFAA Annual Conference

Tools for Schools - IFAP 2012 CASFAA Annual Conference Tools for Schools - IFAP Don’t forget to make it fun! After the retreat – notes, minutes and follow-up Evaluate the outcomes Resources/tools available Sample agenda December 8 – 11, 2012 Anaheim, CA CASFAA Annual Conference

2012 CASFAA Annual Conference Tools for Schools Don’t forget to make it fun! After the retreat – notes, minutes and follow-up Evaluate the outcomes Resources/tools available Sample agenda December 8 – 11, 2012 Anaheim, CA CASFAA Annual Conference

Make it fun and exciting! 2012 CASFAA Annual Conference Make it fun and exciting! Remember – you may know everything about Financial Aid; what about your staff? It takes a while to learn “this stuff” It is constantly changing! Be patient Be open and available Be friendly and offer creativity in training activities December 8 – 11, 2012 Anaheim, CA CASFAA Annual Conference

2012 CASFAA Annual Conference Question? December 8 – 11, 2012 Anaheim, CA CASFAA Annual Conference