1. TRAINING STRATEGY: NEW EMPLOYEES Presented by Erlinda Martinez Chaffey College

2. G ENERAL I NFORMATION Admissions and Records Educational Code Title V Funding State Controller’s Office

3. TRAINING OVERVIEW Who? New employees What? Computer Access Training Phases 1-5 2 hour sessions for 3 days Hands-on Where? Rancho Campus IT Department

4. TRAINING OVERVIEW-CONTINUED When? According to academic processing cycle and just before peak times Why? Building block approach Logical and Gradual How? Classroom setting One-on-one Workshop participation Shadow/Coaching Hands-on

5. CUSTOMER SERVICE WORKSHOP Service Specific One Hour Workshop

6. M ANAGER ’ S R EPORT Summary A&R Quiz

7. O N -G OING T RAINING Staff Development Meetings Policy and Procedure Updates Refresher Training

8. T RAINING O VERVIEW Orientation Technical Tasks & Tools A&R Functions Cashiering Functions Customer Service Workshop

9. PHASE I: ORIENTATION Welcome Expectation and Role of Staff Members Office Guidelines & Attendance Reporting Computer Access and Responsibilities FERPA – The Law and Your Responsibility Performance Evaluation Process Academic Calendar, Staff Directory, Task List, College Culture, Inter-Office Dynamics One-Stop Shop Q-Matic Services

10. PHASE II: TECHNICAL TRAINING Security Clearance Student Look-Up Registration Functions Cashiering Functions

11. PHASE III: TASKS & TOOLS Documentation/Online Resources Hands On: CCCApply My ChaffeyVIEW (Web Advisor) Phones Photo ID Services Shadow/Observation: Help Desk Lobby/Web Attendant A&R Counter Express Window

12. PHASE IV-PART A: ADMISSIONS & RECORDS FUNCTIONS Session I Accreditation CCCApply Session II High School Partnership Program Special Groups Session III Policies & Procedures A&R Forms Session IV Residency Determination A&R Quiz

13. PHASE IV-PART B: CASHIERING FUNCTIONS Session I Policies and Procedures Regulations Auditing CO-TOP Session II Test Account

14. PHASE V: CUSTOMER SERVICE WORKSHOP Interactive Presentation Student Advocacy Conflict Resolution Confidentiality Professionalism Hierarchy of Referrals

15. Q UESTIONS AND ANSWERS