1. Training and Staff Development Kay W. Soltis Director of Financial Aid Pacific Lutheran University

2. Training Why is training necessary? – Customer Service – Improve Listening Skills – Team Building – Interpersonal Skill Development – Problem Solving Skills – Conflict Resolution – Leadership Development

3. Assess New Employee Determine Abilities Prior Knowledge Skill Set Prior Roles

4. Training Plan University and Office Policy and Procedures Financial Aid Policy and Procedures Manual Office Organizational Chart – job descriptions Telephones Numbers and E-mail Addresses Office Calendars Computer Access Technical Support

5. Agenda Human Resources Introductions and Office Tour University Tour and Introductions Meeting with Director Meeting with Admission Administrator

6. Training Calendar Position Dictates the Detail If Experienced Training Includes Other Tasks Inexperience Requires More Extensive Training and Time

7. Computer Training Institution’s Information System – Hand’s on Training – Computer Lab – Shadow Other Employees Federal/State Databases – Coordinate Access and Permissions – COD, CPS, NSLDS, State Scholarships, etc.

8. Regulatory Updates Regularly Scheduled Staff Meetings Assign Staff to Research Regulatory Changes and Update Staff Webinars Teleconferences Listserv

9. Training Method Lecture – Talking Head Involve Other Staff Members Computer – Hands On Shadow Other Employees Role Play Make it Fun, Interesting and Relevant

10. Staff Retreats Purpose of Retreat Frequency of Retreats Location – On Campus or Off Campus Planning – Careful Planning Creates Success Conducting the Retreat – Share the Responsibility – Benefits – Greater Buy In – Better Chance of Success

11. Staff Retreat Don’t Forget to Make It Fun After the Retreat – Notes, Minutes and Follow-up Evaluate the Outcomes Resources/tools Available* Sample Agenda

12. Customer Service Training What’s the Goal? Assist Students to Access Postsecondary Education Face to Face Telephone Difficult Customers Different Scenarios

13. Evaluate/test the Staff Feedback is Essential to Staff Success Self Assessment of Financial Aid Topics Identify Areas of Additional Training Set up Training Program and Timeline for Individual Improvement Plan

14. Staff Development Training Opportunities State Agencies State Financial Aid Associations Regional Associations – New Aid Officers Workshop (FA 101) – Management Institute NASFAA Webinars Conferences

15. NASFAA NASFAA Website Members Tab Professional Development http://www.nasfaa.org/mgt/training/Professi onal_Development.aspx

16. NASFAA

17. State and Regional Workshops Satisfactory Academic Progress Training Webinars Policies and Procedures Tools Self-Evaluations Guide Ask Regs

18. IFAP - Tools IFAP Website www.ifap.ed.gov/ifap/ “Tools for Schools”

19. Tools for Schools

20. Make It Fun and Exciting Remember You Did Not Learn This All Overnight It Takes Time to Learn Information is Constantly Changing Be Patient Be Friendly and Offer Creativity in Training Activities

21. Questions Are there any questions?????????

22. Contact Information Kay W. Soltis Pacific Lutheran University (253) 535-8725 E-mail: soltiskw@plu.edusoltiskw@plu.edu