1. Changing Times, Changing Ways! Improving Financial Aid Service Through Professional Training & Technology Presenters: Janice Hilbrink, Director of Endowed Scholarships & Financial Aid Training Institute, Pace University Stephanie Biscow, Web Manager & Senior Systems Analyst, Pace University

2. Demographics of Pace University Private, New York metropolitan university 13,500 students Three major campuses

3. Improving Financial Aid Service Through… Professional TrainingTechnology

4. Using Professional Training to Improve Financial Aid Service

5. CHALLENGE

6. Challenge: Training Save Money Consistency Communication Raising the Bar

7. SOLUTION

8. Solution: Designate someone to oversee the Institute Consult Marketing Department Create a logo:

9. Solution: Set up invitations Qualtrics (Feedback Form) Budget

10. PROCESS

11. Preparation: Determine training topics One training per month Plan ahead

12. Save the Date Send Evites Track RSVPs Procedure: Confirm Speakers

13. Confirm in advance Sign- in sheet Moderate Event Event Checklist: Be available Stay calm

14. RESULTS

15. Qualtrics Survey Share Feedback Start planning next event… Results:

16. Example Survey Questions:

17. Example Survey Results:

19. Recognition:

21. Using Technology to Improve Financial Aid Service

22. CHALLENGE

23. Customer Satisfaction Accuracy

24. Student Satisfaction Common Mistakes

25. SOLUTION

26. Technology = website screencasts +

27. What is a screencast? - a digital recording of computer screen output, often containing audio narration and even webcam video integration.

29. Screencast Tutorials… Introduction to Financial Aid How to Fill Out your FAFSA Understanding your Award Notice How to Complete Loan Entrance Counseling How to Sign the Master Promissory Note Financial Literacy Understanding Summer Financial Aid Dependent & Independent Verification

30. Benefits of Screencasts… Easy & inexpensive to create 24/7 access of information Multimodal Learning: hear it + see it = remember it

31. PROCESS

32. SOFTWARE/APPLICATIONS: MS WORD MS POWERPOINT CAMTASIA STUDIO YOUTUBE

33. HARDWARE: PC MICROPHONE HEADPHONES or SPEAKERS

34. Our Process:

35. Screencast Project Manager Financial Aid Staff Script Development I.T. Web & Video Publish Marketing & Communications Compliance Our People:

36. RESULTS

37. 2,424 unique web page views to date positive feedback time saving Our Results:

39. www.pace.edu/financialaid/screencasts Visit us at:

40. Questions?

41. Thank you! Janice Hilbrink jhilbrink@pace.edu Stephanie Biscow sbiscow@pace.edu