1. Staff Training on a Tight Budget
Elizabeth Minard, Assistant Director Financial Aid, UNI
Chris Bowser, Executive Dean, Student Services, IHCC

2. Training with other offices
Attending other offices and their staff meetings
Office of Admission staff meetings
Business Operation Meetings
At UNI, Focus meeting
Representatives from Study Abroad Office, Department of Residence, Business Office, Registrar’s Office, attend.
Once a month
Agenda is provided

3. Training within the office
Cluster meeting
Weekly meeting with weekly training topics depending on the time of the year
Processing, loans, scholarships, customer service, outreach
Give up dates/information

4. Training within the office, continued..
Staff Meeting
Led by our director
Weekly meetings
Updates from meetings they have been at, upcoming events, deadlines
Other areas from campus

5. Training within the office, continued..
Customer Service Area
Weekly meetings with Student Advisors
Weekly meetings with Peer Counselors
Facilitate trainings on FA topics and provide staff updates.

6. New staff in the office General overview of FA with supervisor
Staff meets with each individual area i.e. loans, scholarships, processing
Staff member meets again with each area 3 months later

7. Training outside the office
Local conferences
IASFAA, MASFAA, NASFAA, FSA
Depending on the year/updates, certain key staff attends
Presenting at conferences so fee can be waived
Conference scholarship conferences

8. Training in One Stop Environment
Choose services that One Stop team will be able to provide
Define % of questions to handle
Establish point when One Stop team involves a subject matter expert
Keep student at desk, we search for answer
No blind transfers
One Stop team answers questions with the exception of elevated student concerns

9. Training in One Stop Environment
Tour all of the student services offices that the One Stop serves
Develop Training Schedule – set expectations
Training should include getting to know the people behind the processes
Training should also include the philosophy behind the One Stop structure

10. Keys to Success
All staff have a clear vision of what a team member needs in order to be successful
Phased trainings that include onboarding process, refresher trainings, timely updates and allow for a process to clarify processes

11. One Stop Training Phases
Onboarding – phased training approach that includes
Classroom sessions – multiple trainers
One Stop philosophy session
Student Information System/Document Imaging training
Website trainings – FAA, COD, FSA ID, FAFSA
Phone training, training, and finally face to face shadowing
Taking students, with a shadow
Ultimately working on own to deliver service to students

12. One Stop Training Phases
Timely Updates
Sessions that focus on the common questions that take place during a given time of the year
Sessions should provide answers to the common questions
Sessions should also provide information into how the answers impact students prepare for follow-up questions
Think of answering questions like the alphabet

13. One Stop Training Phases
Refresher Trainings
Sessions that keep everyone on the same page for processes that are more difficult and subject to change
Sessions should provide answers to the common questions
Sessions should allow staff to discuss what they are hearing from students
Sessions broadcast/recorded in Collaborate

14. One Stop Training Phases
Clarification Process
Our One Stop team sends an each week on questions they received from students where they would like clarification from staff
Perhaps they received information perceived to be slightly different from multiple subject matter experts
We discuss and reply to all student services staff involved in the process

15. Customer Service
Customer service training is a part of the process as well
We have a session on service expectations
We also purchased “Smile & Move” from Sam Parker

16. Professional Development
IASFAA
Institute for Student Services Professionals (ISSP)
Iowa Community College Student Services Association

17. Questions???