Training and Staff Training and Staff DevelopmentDevelopment

Kay W. SoltisDirector of Financial Aid

Pacific Lutheran University

Training

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

Assess New Employee

• Determine Abilities• Prior Knowledge• Skill Set• Prior Roles

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

Agenda

• Human Resources• Introductions and Office Tour• University Tour and Introductions• Meeting with Director• Meeting with Admission Administrator

Training Calendar

• Position Dictates the Detail • If Experienced Training Includes Other Tasks• Inexperience Requires More Extensive

Training and Time

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.

Regulatory Updates

• Regularly Scheduled Staff Meetings• Assign Staff to Research Regulatory Changes

and Update Staff• Webinars• Teleconferences• Listserv

Training Method

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

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

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

Customer Service Training

• What’s the Goal?• Assist Students to Access Postsecondary

Education• Face to Face• Telephone • Difficult Customers• Different Scenarios

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

Staff Development

• Training Opportunities• State Agencies• State Financial Aid Associations• Regional Associations– New Aid Officers Workshop (FA 101)– Management Institute

• NASFAA• Webinars• Conferences

NASFAA

• NASFAA Website• Members Tab• Professional Development

• http://www.nasfaa.org/mgt/training/Professional_Development.aspx

NASFAA

NASFAA

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

IFAP - Tools

• IFAP Website

• www.ifap.ed.gov/ifap/

• “Tools for Schools”

Tools for Schools

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

Questions

• Are there any questions?????????

Contact InformationContact Information

Kay W. SoltisPacific Lutheran University

(253) 535-8725 E-mail: soltiskw@plu.edu