Creating a Training Program for Your Office – Schools of all Different Shapes and Sizes 2012...
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Transcript of Creating a Training Program for Your Office – Schools of all Different Shapes and Sizes 2012...
Creating a Training Program for Your Office –
Schools of all Different Shapes and Sizes
2012 CASFAA Annual Conference
December 8 – 11, 2012 Anaheim, CA CASFAA Annual Conference
Presented by
2012 CASFAA Annual Conference
December 8 – 11, 2012 Anaheim, CA CASFAA Annual Conference
Ron Day – Kennesaw State University
[email protected] Kay Soltis – Pacific Lutheran University
Training
2012 CASFAA Annual Conference
December 8 – 11, 2012 Anaheim, CA CASFAA Annual Conference
What and why do you train?1. For Customer Service?2. To improve Listening Skills?3. To build a Team?4. To develop Interpersonal Skills?5. To develop Creativity and Problem Solving
Skills?6. To learn Conflict Resolution? S
Agenda
2012 CASFAA Annual Conference
December 8 – 11, 2012 Anaheim, CA CASFAA Annual Conference
New Staff TrainingOffice and Campus Policies & ProceduresFinancial Aid Content TrainingComputer System Training
New FA Regulation UpdatesTraining MethodsEvaluation of Staff KnowledgeTraining Resources
New Staff - Trainees
2012 CASFAA Annual Conference
December 8 – 11, 2012 Anaheim, CA CASFAA Annual Conference
Selection of staff members is a large part of why and how training occurs.
1. Abilities2. Prior Knowledge3. Skills4. Roles
New Staff Training Plan
2012 CASFAA Annual Conference
December 8 – 11, 2012 Anaheim, CA CASFAA Annual Conference
Have a booklet/binder available to each individual the first day of employment:
1. Organizational chart - descriptions2. Phone Numbers – Email addresses3. Office policies (other documents)4. Office calendars5. Client Services6. Technical Support7. Etc.
New Staff – 1st Week Act.
2012 CASFAA Annual Conference
December 8 – 11, 2012 Anaheim, CA CASFAA Annual Conference
Monday Wednesday HR ____ Meetings w/ _____Office Tour Lunch w/ _____Meetings w/ ____
TuesdayMeetings w/ ____LunchCampus Tour
New Staff – Training Calendar
2012 CASFAA Annual Conference
December 8 – 11, 2012 Anaheim, CA CASFAA Annual Conference
1. Obviously the position dictates the detail. 2. If experience is noted – the calendar will
other include tasks3. Non-experienced individuals will need a
much more detailed calendar for training
4. All new employees – or new individuals who are assuming new roles – need
training calendars.
New Staff – Computer Training
2012 CASFAA Annual Conference
December 8 – 11, 2012 Anaheim, CA CASFAA Annual Conference
Institution’s Student Info System1. Hands-On Training2. Computer Lab3. Shadow other employees
Federal/State Databases1. Coordinate Access and Permissions2. EdConnect, COD, CPS, Loan Processing System,
State Scholarship & Grant System, NSLDS, etc.
Regulatory Updates
2012 CASFAA Annual Conference
December 8 – 11, 2012 Anaheim, CA CASFAA Annual Conference
Regularly Scheduled Staff Meetings1. Assign staff to research regulatory changes and
report back to full staff.2. Webinars3. Teleconferences4. Listservs
What do you do to keep your staff updated?
2012 CASFAA Annual Conference
December 8 – 11, 2012 Anaheim, CA CASFAA Annual Conference
Training – How?
2012 CASFAA Annual Conference
December 8 – 11, 2012 Anaheim, CA CASFAA Annual Conference
Lecture - Z – Z – Z – Z
1. Involve your staff2. Computer – hands-on3. Shadow other employees4. Role-Play5. Make it fun, interesting, and relevant
The more senses we use in learning the more we will remember
Staff Retreats
2012 CASFAA Annual Conference
December 8 – 11, 2012 Anaheim, CA CASFAA Annual Conference
1. Purpose of a retreat2. How often 3. Location – on campus or off campus4. Planning – careful planning will create success5. Conducting the retreat – share the responsibility –
greater buy in – greater success
Staff Retreats
2012 CASFAA Annual Conference
December 8 – 11, 2012 Anaheim, CA CASFAA Annual Conference
Don’t forget to make it fun!After the retreat – notes, minutes and follow-upEvaluate the outcomesResources/tools availableSample agenda
Staff Retreats
2012 CASFAA Annual Conference
December 8 – 11, 2012 Anaheim, CA CASFAA Annual Conference
Purpose of a retreatHow often Location – on campus or off campusPlanning – careful planning will create successConducting the retreat – share the responsibility – greater buy in – greater success
Staff Retreats
2012 CASFAA Annual Conference
December 8 – 11, 2012 Anaheim, CA CASFAA Annual Conference
Don’t forget to make it fun!After the retreat – notes, minutes and follow-upEvaluate the outcomesResources/tools availableSample agenda
Staff Retreats
2012 CASFAA Annual Conference
December 8 – 11, 2012 Anaheim, CA CASFAA Annual Conference
Don’t forget to make it fun!After the retreat – notes, minutes and follow-upEvaluate the outcomesResources/tools availableSample agenda
Susan Boyle Lessons
2012 CASFAA Annual Conference
December 8 – 11, 2012 Anaheim, CA CASFAA Annual Conference
• Don’t judge before knowing the story• Success/graduation can come out of unlikely
situations• Broken record syndrome – be aware of the
eyerolls• Students can crack under pressure• Know the resources
Customer Service – “Game”
2012 CASFAA Annual Conference
December 8 – 11, 2012 Anaheim, CA CASFAA Annual Conference
• Players take turns to supply items that belong to a specific category related to customer service. Any player who hesitates too long, repeats a previous item, or supplies an inappropriate item – is eliminated. The last player left standing wins the game.
Game – cont.
2012 CASFAA Annual Conference
December 8 – 11, 2012 Anaheim, CA CASFAA Annual Conference
• Purpose – to increase fluency with various concepts, procedures, and issues related to customer service.
Enhances thinking on your feet.
Rules
2012 CASFAA Annual Conference
December 8 – 11, 2012 Anaheim, CA CASFAA Annual Conference
Divide into small groups – 4 – 7 players1. Each group will play the game among its own
members.2. Each group will have a leader – who monitors the
activities.3. Each player will pick a card and read the category
aloud4. Each player will take a turn and say an item that
belongs to the category.
Rules – cont.
2012 CASFAA Annual Conference
December 8 – 11, 2012 Anaheim, CA CASFAA Annual Conference
5.5.The leader of the group will listen to the responses.
6. A player will be eliminated who commits one of these errors:
- Hesitates too long before saying an item- Repeats an item that was already said- Says an item that does not belong to the
category- The eliminated players will assist the leader.
Evaluate Knowledge
2012 CASFAA Annual Conference
December 8 – 11, 2012 Anaheim, CA CASFAA Annual Conference
1. People learn differently a. Visualb. E-Basedc. Repetitived. Shadowinge. Personality Differencesf. Thinker/Doer
2. Don’t assume knowledge
Test the Staff
2012 CASFAA Annual Conference
December 8 – 11, 2012 Anaheim, CA CASFAA Annual Conference
KSU – December (last week before Christmas Break)1 Self-Assessment of Financial Aid Topics2. One test each day – two-hour window to
complete & return to Assoc DFATest #1 – General Student EligibilityTest #2 – Federal AidTest #3 – State AidTest #4 – LoansTest #5 – Miscellaneous
Test the Staff
2012 CASFAA Annual Conference
December 8 – 11, 2012 Anaheim, CA CASFAA Annual Conference
Feedback is critical to staff successUpon return in January, provided a staff training
session where tests were returned and correct answers were provided
Supervisors using tests to develop individual improvement plans for their staff
Resources for Training
2012 CASFAA Annual Conference
December 8 – 11, 2012 Anaheim, CA CASFAA Annual Conference
State AgenciesState Financial Aid AssociationsRegional Associations
New Aid Officers WorkshopManagement Institute
NASFAADecentralized Training
WebinarsConferences
NASFAA
2012 CASFAA Annual Conference
December 8 – 11, 2012 Anaheim, CA CASFAA Annual Conference
NASFAA WebsiteMembers Tab
Training & Professional Development
www.nasfaa.org/mkt/training/How_Do_You_Like_to_Learn_
.aspx
Staff Retreats
2012 CASFAA Annual Conference
December 8 – 11, 2012 Anaheim, CA CASFAA Annual Conference
Don’t forget to make it fun!After the retreat – notes, minutes and follow-upEvaluate the outcomesResources/tools availableSample agenda
Staff Retreats
2012 CASFAA Annual Conference
December 8 – 11, 2012 Anaheim, CA CASFAA Annual Conference
Don’t forget to make it fun!After the retreat – notes, minutes and follow-upEvaluate the outcomesResources/tools availableSample agenda
Staff Retreats
2012 CASFAA Annual Conference
December 8 – 11, 2012 Anaheim, CA CASFAA Annual Conference
Don’t forget to make it fun!After the retreat – notes, minutes and follow-upEvaluate the outcomesResources/tools availableSample agenda
Staff Retreats
2012 CASFAA Annual Conference
December 8 – 11, 2012 Anaheim, CA CASFAA Annual Conference
Don’t forget to make it fun!After the retreat – notes, minutes and follow-upEvaluate the outcomesResources/tools availableSample agenda
US DOE
2012 CASFAA Annual Conference
December 8 – 11, 2012 Anaheim, CA CASFAA Annual Conference
Don’t forget to make it fun!After the retreat – notes, minutes and follow-upEvaluate the outcomesResources/tools availableSample agenda
UAS DOE
2012 CASFAA Annual Conference
December 8 – 11, 2012 Anaheim, CA CASFAA Annual Conference
Don’t forget to make it fun!After the retreat – notes, minutes and follow-upEvaluate the outcomesResources/tools availableSample agenda
IFAP – “Tools”
2012 CASFAA Annual Conference
December 8 – 11, 2012 Anaheim, CA CASFAA Annual Conference
IFAP Website
www.ifap.ed.gov/ifap/
“Tools for Schools”
Tools for Schools - IFAP
2012 CASFAA Annual Conference
December 8 – 11, 2012 Anaheim, CA CASFAA Annual Conference
Don’t forget to make it fun!After the retreat – notes, minutes and follow-upEvaluate the outcomesResources/tools availableSample agenda
Tools for Schools
2012 CASFAA Annual Conference
December 8 – 11, 2012 Anaheim, CA CASFAA Annual Conference
Don’t forget to make it fun!After the retreat – notes, minutes and follow-upEvaluate the outcomesResources/tools availableSample agenda
Make it fun and exciting!
2012 CASFAA Annual Conference
December 8 – 11, 2012 Anaheim, CA CASFAA Annual Conference
• Remember – you may know everything about Financial Aid; what about your staff?
• It takes a while to learn “this stuff”• It is constantly changing!• Be patient• Be open and available• Be friendly and offer creativity in training
activities
Question?
2012 CASFAA Annual Conference
December 8 – 11, 2012 Anaheim, CA CASFAA Annual Conference