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ILASFAA: 2014 Doing More With Less Presented by: Tina Baskin Director of College Aid
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2014 AGENDA What is Successful Set Realistic Goals Analyze Workload Utilize Current Resources Identify Strategy
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2014 QUESTION If you had the resources to get anything you wanted, what would you do to make your current office successful?
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2014 Great Customer Service Short Processing Times Clean Audits Short Waiting Times Satisfying Senior Leadership at your Institution What defines a successful office?
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2014 Compliance Customer Service The Keys to a Successful Office
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2014 Analyze Utilize ANALYZE
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2014 ANALYZE Determine Work Volume How many staff members do you have that can contribute to the work volume How many students receive financial aid at your institution (i.e. 6,000 students) Calls, e-mails, and walk-in’s When is volume high (what time of day and what time of year) How many calls, e-mails, and walk-ins
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2014 ANALYZE Determine reasonable time spans for completing tasks How soon will you respond to e-mails and voicemails Acceptable wait times on the phone and walk-ins Turn around times for processing files
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2014 ANALYZE Determine reasonable time spans for completing tasks How soon will you respond to e-mails and voicemails Acceptable wait times on the phone and walk-ins Turn around times for processing files
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2014 ANALYZE Evaluate staffing compared to the workload Do you have enough staff members to respond to students in the amount of time that you expect?
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2014 SO WHAT DO YOU DO WITH THE DATA YOU’VE GATHERED? Utilize what you do have Organize Training Quality Assurance
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2014 UTILIZE Organize and determine who’s going to do what How many staff members will you have to answer calls, e-mails and see students How many staff members do you need to ensure a week processing time (i.e. verification file) Who will perform Quality Assurance to ensure compliance.
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2014 UTILIZE Organizational Structures Open Ended Everyone does everything Team structure Customer Service Team Processing Team Staff members are functional on either team
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2014 UTILIZE Customer Service and Processing Select staff members only do customer service Select staff members only process files Staff members are not cross trained
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2014 UTILIZE Training Make time to train staff One of the best ways to utilize resources is to utilize all staff members Cross training There is flexibility with cross training Makes it easier to function during turnover
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2014 UTILIZE Quality Assurance Create a process to review the work that you have completed Helps to identify areas where training is needed Helps to identify areas where staff excel Helps to identify if additional resources are needed Ensures compliance
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2014 UTILIZE Quality Assurance Create a process to review the work that you have completed Helps to identify areas where training is needed Helps to identify areas where staff excel Helps to identify if additional resources are needed Ensures compliance
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2014 PICK A STRATGEY Tips Big schools with high volumes usually benefit from organizing in teams that are also cross trained Make training a priority! What’s the best way to eat an elephant? One bite at a time. The more staff that are trained the smaller the elephant gets
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2014 PICK A STRATGEY Small schools really need to analyze volume Don’t fall into the trap of letting a select few do everything. Try not to silo processes
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2014 QUESTIONS
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