HEATHER MCDONNELL ASSOCIATE DEAN OF FINANCIAL AID AND ADMISSION SARAH LAWRENCE COLLEGE MANAGING A NEW FINANCIAL AID OFFICE OR HOW TO HANDLE THE CHALLENGES YOU INHERIT

TAKE A LOOK AROUND YOU – (HOPEFULLY BEFORE YOU SIGN ON THE DOTTED LINE!) Know your financial aid environment – how are you perceived? Figure out what’s broken or needs improvement Steady your operations then refocus on external matters How can your office reach maximum efficiency?

PLANNING FOR THE DREAM…. ‘Investigate’ the University and the Office Get to know staff – responsibilities, likes, dislikes, needs, wants Talk on- and off-the-record with supervisor Meet with faculty, staff, and students – perceptions Gather reports – data is your friend Staffing survey – “You are the director”....

ENVIRONMENTAL SCAN Know your pluses Know and analyze your minuses Assess and rehabilitate Know the politics Find an ally Know your strengths Know your weaknesses

THE PLUSES Staff Reward to retain Systems Communication between man and machine Software Help or hindrance Synergy Working well across the organization Structures Know your org chart

THE MINUSES Staff Diagnose discontentment immediately Neutralize Gloomy Gus Systems Barrier to bridge Software Up to date/ latest version Synergy Lack of engagement with other office Structure Don’t know the territory

SETTING STAFF EXPECTATIONS Office ‘rules’ Attitude Questions Respect Goals Recognition

ON A PERSONAL NOTE Know your strengths and weaknesses Don’t expect too much too soon – be realistic Set reasonable goals Take time to listen/learn Recognize others Keep a positive and professional attitude Get involved

IT’S ALWAYS ABOUT CHANGE Examine and test the changes before going beyond the office doors Use explicit non FA language when notifying others Present the change by quoting an interpreted regulation Offer and accept solutions Test, test, test, test…..

DATA IS THE DOWAGER They can’t argue with the numbers even though they will try

DATA DRIVEN? An conversation or discussion not informed or framed by data is nothing more than an opinion……

YOU GOTTA GET OUT Conferences Broader perspective Greater chance to network More access to respected peers Connections R&R Webinars Single issue focus Convenient Cost effective Easier to be distracted or not sign on Anonymous

BUILDING YOUR TEAM Self-worth Growth/Advancement Achievement/Recognition Responsibility Creative Expression Training/Space/Equipment

IN ANY STORM

SURVIVING THE STORMS Build your team by inclusion Motivate by example Reward on every occasion Redirect the lost Be unselfish with your expertise Knowledge is power Think and act positively Keep the negative thoughts away from the office and out of your head Plan and have a vision Speak it every day

WHAT IF YOU FIND A NIGHTMARE – AN EXAMPLE Understaffed/low morale Under ‘technologied’/manual processes Lack of respect Conservative processes/created for the ‘exceptions’ ‘Perceived’ poor services Staff felt unappreciated and unsupported ‘Bunker mentality’ Continual ‘band aids’ ‘Never good enough – no matter what’

SOMETIMES IT’S THE LITTLE THINGS Focus on morale Change the look of the office Improve technology Group discussions Set priorities Participate in campus events Improve communications Regular meetings

AND THEN? Focus on customer service – it is always about the student Increase grant funding – go outside if necessary Regular meetings with other areas Financial Aid 101 for faculty and staff FAFSA promotion Staff shirts

FINALLY… Flex scheduling for staff ‘Different’ forms of communication Liaisons to other offices Review of caseloads and job duties and responsibilities Set annual goals for each staff member Offered student workshops on campus

IT DOESN’T LAST FOREVER

HAPPY STAFF Happy Staff = Happy Work Life