Post on 16-Dec-2015
1
Customer Service, Confidentiality and Security
EASFAA 2009
Allene Begley Curto
Springfield College – School of Human Services
2
The Customer Service Agenda What is Good Customer Service? What are the rules that we must follow to
protect and inform students? What are all the types of communication
that we use for customer service? How do we use the rules to improve
communication and customer service and not hinder either?
3
What is Good Customer Service? Provides accurate and helpful information
in a timely manner Minimizes the amount of time that the
student must spend to follow up Reinforces the sense of “team” supporting
the student Reassures and warns
4
Confidentiality and Security Who has a right to know what? How do we limit access to those who
have a right to know? What policies, procedures and practices
will protect our students? Maintaining confidentiality and protecting
security of information is essential to good customer service!
5
FERPA FTC Red Flag Rules Gramm-Leach-Bliley HIPPA Federal Student Aid Consumer Information Uncommon Sense
What are the Rules?
6
Family Educational Rights and Privacy Act Protects the privacy of student education records Gives the student the right to inspect records but we
do not usually have to make copies Gives the student the right to request a correction or
place a statement in the record Requires us to have written permission to release
information
FERPA
7
Without Consent to: Necessary School
Officials Other schools to which
student is transferring Auditors Financial Aid Judicial order,
subpoenas Health, safety
Directory Information:
Defined by the School Name Address Telephone number Date and place of birth Honors and awards Dates of attendance
What Can We Release to Whom?
8
Releasing Information Directory Information may be released – we
are not required to release unless judicial order or subpoena, federal audit, etc.
Student may “opt out” of release of directory information. No release unless one of the required exemptions!
Directory information can still compromise student’s security and confidentiality!
9
Security of Financial Information The Financial Services Act (Gramm-
Leach-Bliley) requires policies for handling and protecting financial data
The Federal Trade Commission (FTC) requires us to have an information security program
10
Federal Trade Commission Information Security Identity Theft Prevention Programs (Red Flag
Rules) Must provide for the identification, detection and
response to patterns, practices, or specific activities that could indicate identity theft
Must be in place by August 1, 2009 Required for schools that participate in Perkins or
offer institutional loans or payment plans
11
Privacy of medical records (HIPPA)
Medical records are protected by the Health Insurance Portability and Accountability Act (HIPPA)
Medical Records are not usually part of the educational record. FAO does not usually keep medical records but sometimes…….. Disability services Loans discharged due to disability
Once a medical record becomes part of the educational record, it is covered under FERPA.
12
What Are We Required to Communicate? Federal Student Aid Consumer Information
Missing persons procedures Textbook Information College Costs and Transparency
The Clery Act (Campus Crime Reports) Solomon Amendment (Information to the
military)
13
Communication and Service While Meeting All The Rules
How do we serve the student and protect their information and communicate effectively with:
The Student? The Family? Other Agencies assisting the family? Other Departments at the School?
14
Is All of Our Communication Effective? Timely? Secure? Pleasant? Professional?
15
Types of Communication E-mails Letters Phone Calls Statements of Account Appointments/Walk-ins Orientations/Info Sessions Publications Web Site
16
E-mail An e-mail is always unsecured! No SSNs,
minimal confidential information To whom is it sent? Are they authorized to
have that information? Is it the correct person?
You are also sending that e-mail to anyone and everyone to whom one of the recipients decides to forward it!
17
E-mail (cont.) E-mails are easily misunderstood E-mails are easily ignored E-mails are easily forwarded (with or
without changes!) E-mails are almost impossible to “take
back”! In some states, certain information is illegal
to include in an e-mail!
18
Letters Correct Name? Correct Address? Correct spelling and grammar? Tone of the letter? Concise but with full and accurate
information? Frequency?
19
Phone Calls Identify yourself Identify and authenticate the person with whom
you are speaking Be prepared to deal with stress Refer or follow up when it can’t be resolved on
the phone Know to whom they should be referred! Practice tone/responses Timely Responses
20
Statements of Account
Students are confused by the statements! Become familiar enough with statements
to explain or clarify to student Use Info Sessions and Orientations to
explain or clarify the statements Know when they are being sent. Expect
additional calls and questions!
21
Appointments/Walk-ins Let students know when they can “walk in”
and when they can set an appointment Make sure they are referred to the correct
person Be prepared when they have an appointment Contact student with changes Follow up on “no shows” What is discussed at “the counter”? Is it
confidential?
22
Orientation/Info Sessions Fine tune your presentation Prepare for Q&A Have handouts available Is the information accurate and up to
date? Always remember we are all
ambassadors!
23
Publications Up to date and accurate information No conflicting information in different
publications Clear and easily referenced Available to students
24
Tips Customer Service is a TEAM sport! Remember that the student is under stress! Remember that you may also be under stress! Let others (Office mates? Supervisor? Other
Departments?) know what you need to be able to respond in the way that you would like
25
Resources – Web Sites ED www.ifap.ed.gov FTC www.ftc.gov NACUBO
http://www.nacubo.org/Initiatives/FTC_Red_Flags_Rule.html NASFAA www.nasfaa.org AACRAO on-line FERPA Guide http://
www.aacrao.org/ferpa_guide/enhanced/main_frameset.htmlEduCause (sample programs for Red Flag) http://www.educause.edu/Resources/Browse/IDTheftRedFlag
s/34457
26
Resources – PublicationsED Save Your Money, Save Your Identity Balancing Student Privacy and School Safety
FTC Protecting Personal Information, A Guide for
Business Fighting Fraud With the Red Flags Rule
AACRAO Solomon Amendment Brochure
27
Questions?
Allene Begley CurtoAssociate Director of Financial AidSpringfield College – School of Human Servicesacurto@spfldcol.edu