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Changing Times, Changing Ways! 

Changing Times, Changing Ways!  Improving Financial Aid Service Through Professional Training & Technology. Presenters: Janice Hilbrink , Director of Endowed Scholarships & Financial Aid Training Institute, Pace University

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Changing Times, Changing Ways! 

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  1. Changing Times, Changing Ways!  Improving Financial Aid Service Through Professional Training & Technology Presenters: Janice Hilbrink, Director of Endowed Scholarships & Financial Aid Training Institute, Pace University Stephanie Biscow,Web Manager & Senior Systems Analyst, Pace University

  2. Demographics of Pace University • Private, New York metropolitan university • 13,500 students • Three major campuses

  3. Improving Financial Aid Service Through… Professional Training Technology

  4. Using Professional Training to Improve Financial Aid Service

  5. CHALLENGE

  6. Challenge: Training Save Money Consistency Communication Raising the Bar

  7. SOLUTION

  8. Solution: • Designate someone to oversee the Institute • Consult Marketing Department • Create a logo:

  9. Solution: • Set up invitations • Qualtrics (Feedback Form) • Budget

  10. PROCESS

  11. Preparation: • Determine training topics • One training per month • Plan ahead

  12. Procedure: • Save the Date • Send Evites • Track RSVPs • Confirm Speakers

  13. Event Checklist: Confirm in advance Sign- in sheet Moderate Event Be available Stay calm

  14. RESULTS

  15. Results: Qualtrics Survey Share Feedback Start planning next event…

  16. Example Survey Questions:

  17. Example Survey Results:

  18. Example Survey Results:

  19. Recognition:

  20. Recognition:

  21. Using Technology to Improve Financial Aid Service

  22. CHALLENGE

  23. Customer Satisfaction Accuracy

  24. Student Satisfaction Common Mistakes

  25. SOLUTION

  26. Technology = screencasts + website

  27. What is a screencast? - a digital recording of computer screen output, often containing audio narration and even webcam video integration.

  28. Screencast Tutorials… • Introduction to Financial Aid • How to Fill Out your FAFSA • Understanding your Award Notice • How to Complete Loan Entrance Counseling • How to Sign the Master Promissory Note • Financial Literacy • Understanding Summer Financial Aid • Dependent & Independent Verification

  29. Benefits of Screencasts… Easy & inexpensive to create 24/7 access of information Multimodal Learning: hear it + see it = remember it

  30. PROCESS

  31. SOFTWARE/APPLICATIONS: MS WORD MS POWERPOINT CAMTASIA STUDIO YOUTUBE

  32. HARDWARE: PC HEADPHONES or SPEAKERS MICROPHONE

  33. Our Process:

  34. Our People:

  35. RESULTS

  36. Our Results: • 2,424 unique web page views to date • positive feedback • time saving

  37. www.pace.edu/financialaid/screencasts Visit us at:

  38. Questions?

  39. Thank you! Janice Hilbrink jhilbrink@pace.edu Stephanie Biscow sbiscow@pace.edu

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