Your Personnel Training –
Proven Techniques that Work
Michelle Stipp
Manager of Policy and Training
DeVry University
MINNEAPOLIS, MN
OCTOBER 18-21
MASFAA: TIME TO REFOCUS
MINNEAPOLIS, MN
OCTOBER 18-21
MASFAA: TIME TO REFOCUS
Agenda
Why is training important?
 Assessing the needs of your team.
 Developing the content.
 Delivering the material.
 Choosing the format.
 Measuring success.

MINNEAPOLIS, MN
OCTOBER 18-21
MASFAA: TIME TO REFOCUS
Why is training important?
Your team is your greatest asset.
 Help you “do more with less.”
 Provide a path to student satisfaction.
 Assist in compliance and consistency.
 Identify and develop your successor.

MINNEAPOLIS, MN
OCTOBER 18-21
MASFAA: TIME TO REFOCUS
Assessing your team

Evaluate your team to determine where
the gaps are
◦ Financial aid knowledge?
◦ Customer service?
◦ Technology?
MINNEAPOLIS, MN
OCTOBER 18-21
MASFAA: TIME TO REFOCUS
Developing the content
MINNEAPOLIS, MN
OCTOBER 18-21
MASFAA: TIME TO REFOCUS
Content for New Hires
DV
Technology
Customer Service
and Soft Skills
Student Finance
MINNEAPOLIS, MN
OCTOBER 18-21
MASFAA: TIME TO REFOCUS
Content for Seasoned Pros
DV
Technical
Customer Service
and Soft Skills
Student Finance
MINNEAPOLIS, MN
OCTOBER 18-21
MASFAA: TIME TO REFOCUS
Student Finance
Something You Should Know…
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
DV
Technical
Customer Service
And Soft Skills
Student Finance
MINNEAPOLIS, MN
OCTOBER 18-21
MASFAA: TIME TO REFOCUS
Overview of Aid Programs
Scholarships / Grants
FAFSA / PINs
Lenders / MPNs
Initial Contact
Financial Aid Advising
Loan Entrance / Exit Counseling
Loan Default Remediation
Making A Payment
Holds
Disbursements / Refunds
COLL148/PSYC 307
Tuition
Return of Title IV
Packaging / Cost of Attendance
EDUCARD®
Verification
Affordability
Unique Population Needs (e.g.,
HS, Military, International, etc.)
What resources do I have?
NAFSAA CORE Materials -- $200/$500
 IFAP – FSA Coach

◦ Post Assessments with Certificate of Completion

USA Funds – Online University
◦ Pre and Post Assessments

TG – Financial Aid for Rookies (FAR)
◦ Final Quizzes

EdFund – eLearning Modules
MINNEAPOLIS, MN
OCTOBER 18-21
MASFAA: TIME TO REFOCUS
Still more resources…

Conferences
◦ Review posted hand-outs for materials
MINNEAPOLIS, MN
OCTOBER 18-21
MASFAA: TIME TO REFOCUS
Customer Service and Soft Skills
Something You Should Do…
•
•
•
•
•
•
•
•
•
•
•
•
•
DV
Technical
Customer Service
and Soft Skills
Student Finance
MINNEAPOLIS, MN
OCTOBER 18-21
MASFAA: TIME TO REFOCUS
Super Service
Phone Etiquette
Escalation Paths
Building Trust / Rapport
Retention / Resumes
Sales / Selling
Call Monitoring / Quality
Consultative Interactions
Dealing With Irate / Difficult People
Listening Skills
Problem Solving
Managing Phone Interactions
Documenting Contacts
What resources do I have?
Conference sessions
 Ask your Human Resources Department
 Chat with your friends in Admissions
 USA Funds Webcasts

◦ January-February 2010

Find a good book
MINNEAPOLIS, MN
OCTOBER 18-21
MASFAA: TIME TO REFOCUS
Customer Service
Books:
 Customer Service in Financial Aid
 Super Service by Jeff Gee
 Inside the Magic Kingdom by Tom Tom
Tom Connellan
 Videos:
 “FISH! Philosophy”
 “Simple Truths of Service”
 “Give ‘Em the Pickle”

MINNEAPOLIS, MN
OCTOBER 18-21
MASFAA: TIME TO REFOCUS
Technology Skills
Something You Should Use…
DV
Technology
Customer Service
And Soft Skills
Student Finance
MINNEAPOLIS, MN
OCTOBER 18-21
MASFAA: TIME TO REFOCUS
•
•
•
•
•
•
•
•
•
•
•
•
•
Phone Usage
Taking Inbound Calls
Making Outbound Calls
PC / Network Logon’s
Knowledge Base
Online Budget Worksheet
ProSAM
OSS
OSCAR
ELM
NSLDS
RightNow
Email
Tools for Technology Skills
Who are your Subject Matter Experts?
 Training materials from providers

◦ NSLDS, ELM, Banner, Datatel, etc.
◦ Possible conference sessions

Leverage the knowledge of other campus
departments
◦ Information Technology, Telephony, etc.
MINNEAPOLIS, MN
OCTOBER 18-21
MASFAA: TIME TO REFOCUS
Institutional Knowledge
Something You Should Understand…
DV
Technical
Customer Service
And Soft Skills
Student Finance
MINNEAPOLIS, MN
OCTOBER 18-21
MASFAA: TIME TO REFOCUS
•
•
•
•
•
•
•
•
•
•
Intro to DeVry
DeVry Vision & Values
Organizational Structure
DeVry Admissions Process
DeVry Student Finance Process
Our Students
Registration
Programs
Plans of Study
Terminology
Institutional Knowledge
Your school’s website
 Your catalog
 Other departments

◦ Admissions, Academics, Student Affairs?

What is important for your staff to learn?
◦ Mission, History, Structure,Values, Students?
MINNEAPOLIS, MN
OCTOBER 18-21
MASFAA: TIME TO REFOCUS
“As Needed” Training Topics
Regulatory Updates
 FAFSA Update
 Financial Literacy
 Policy and Procedure Updates
 What else….

MINNEAPOLIS, MN
OCTOBER 18-21
MASFAA: TIME TO REFOCUS
Scheduling the Training
MINNEAPOLIS, MN
OCTOBER 18-21
MASFAA: TIME TO REFOCUS
Making Time When There Isn’t Any
Student Traffic Patterns
 Divide and Conquer
 Lunch and Learn
 Staff Meetings

MINNEAPOLIS, MN
OCTOBER 18-21
MASFAA: TIME TO REFOCUS
How DeVry Does It
New Hire Training – 2 weeks
 Opportunity Training – 1 week
 Campus Visits – 3-4 days


“As needed” trainings via webinar
◦ Typically four sessions to cover all time zones
MINNEAPOLIS, MN
OCTOBER 18-21
MASFAA: TIME TO REFOCUS
Delivering the Material
MINNEAPOLIS, MN
OCTOBER 18-21
MASFAA: TIME TO REFOCUS
Choosing the Format
Online training
 One on one
 Group session
 Shadowing
 Guest speaker

MINNEAPOLIS, MN
OCTOBER 18-21
MASFAA: TIME TO REFOCUS
How DeVry Does It
Online pre-training materials
 Trainer-led sessions in a classroom
 Hands-on training for systems
 DVDs for customer service


Webinars
MINNEAPOLIS, MN
OCTOBER 18-21
MASFAA: TIME TO REFOCUS
Keeping it interactive and FUN

Role Plays
◦ Customer Service/Institutional Knowledge

PB and J
◦ Customer Service

Scavenger Hunt
◦ Technology

Policy Search
◦ Student Finance Knowledge

TV Game Shows
MINNEAPOLIS, MN
OCTOBER 18-21
MASFAA: TIME TO REFOCUS
Measuring Success

Test on training content
◦ Pre and Post
Inspect what you expect
 Record and critique
 End of training surveys

◦ Participant and Manager
MINNEAPOLIS, MN
OCTOBER 18-21
MASFAA: TIME TO REFOCUS
What questions do you have?
MINNEAPOLIS, MN
OCTOBER 18-21
MASFAA: TIME TO REFOCUS
Contact Information
Michelle Stipp
 mstipp@devry.com
 630-706-3167

MINNEAPOLIS, MN
OCTOBER 18-21
MASFAA: TIME TO REFOCUS