1. Collaboration Between Admissions and Financial Aid

2. Collaboration- the action of working with someone to produce or create something.

3. The Student’s Application Process Admissions  Application  Test Scores  Official High School and College Transcripts  Residences Forms  Confidential Statement (optional) Financial Aid  Free Application for Federal Student Aid  Federal Tax Transcript Provided by IRS & Correctly Filed Electronically  Verification Worksheet  Proof of Foster Care, Ward of the Court, Emancipated Minor, Legal Guardianship, Homeless, and Separation

4. The Student’s Application Process(Cont.) Financial Aid (Cont.)  Financial Aid Award Accept or Decline  Loan Entrance Counseling  Master Promissory Note Other  Orientation Registration & Payment  On Campus Housing Registration & Payment  Final High School Transcript  Immunization  Critical Deadlines

5. The Parents and Students

6. Solution What can be done to help meet and exceed service expectations for students? College institutions are implementing One-Stop Centers to better service today’s college students.

7. What is a “One-Stop” Center? Essentially, a “One-Stop” center is a student services model that relies heavily on highly developed online portals, sophisticated transaction-enabling self-service, and cross-trained staff, to assist with “traditional ”services such as registration, financial aid, and billing, all under one roof. It aims, in all, to empower students to get what they need, when they need it in one place. It aims also to liberate institutions from inefficient, redundant models suited for a bygone era.

8. One-Stop Centers Key offices and contacts that make up One-Stop o Admissions o Financial Aid o Student Accounting o Academic Advisors o Residential Life o Health Services o Cashier’s Office o Transfer Service Office (Registrar’s)

9. Team Empowerment Knowledgeable Cross-Trained in all areas Effective Communication Accurate Information

10. Benefits of One-Stop Centers Reduces Transferred Calls Eliminates Office Territories Eliminates delayed Admissions Decisions Eliminates delayed Financial Aid Awards Reduces the amounts of complaints Increases the amount of compliments

11. Benefits of One-Stop Center (Cont.) Prompts Responses Personable Experience Reduces emails and increase Face to Face visit Shares Student Issues and Concerns The opportunity to give outstanding customer service

12. Student’s Perspective From a student’s perspective, One-Stop assumes an 80-20 model in which 80% of student’s complete their tasks online and 20% of students need the human touch. A student can go online first, and reach out to a staff member via email, phone call or in-person only if/when necessary. In some cases, staff are available at non-traditional hours late night, and Saturdays. They work to direct students to online when appropriate while still being able to serve students who prefer, for whatever reason, to talk to a person on-the-spot.

13. A Win-Win Experience One-Stop centers are a promising model particularly well-suited to institutions needing to better support diverse and changing student demographics (e.g. first generation, adult learners, digital natives tethered to their smart phones). Also, One-stop centers help institutions by overcoming operational inefficiencies, and entering the 21 st century with a streamlined, adaptable, cost-saving model. It takes time, energy, leadership, and hard work to implement a One-stop model, but it is well-worth the investment yielding more satisfied students, more institutions running efficiently, and a higher employee morale. One-Stop centers are a “Win-Win” all around.

14. Video

15. Questions

16. Presenter’s Information LaKeisha D. Richard Financial Aid Counselor SOWELA Technical Community College Enrollment Services (337) 421-6545