How to Develop & Train a Star Team

1. How to Develop & Train a Star Team Kay W. Soltis And Pat Peppin

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

3. Assess New Employee • Determine Abilities • Prior Knowledge • Skill Set • Prior Roles

4. 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

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

6. Training Calendar • Position Dictates the Detail • If Experienced Training Includes Other Tasks • Inexperience Requires More Extensive Training and Time

7. 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.

8. Regulatory Updates • Regularly Scheduled Staff Meetings • Assign Staff to Research Regulatory Changes and Update Staff • Webinars • Teleconferences • Listserv

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

10. 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

11. 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

12. Customer Service Training • What’s the Goal? • Assist Students to Access Postsecondary Education • Face to Face • Telephone • Difficult Customers • Different Scenarios

13. 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

14. Staff Development • Training Opportunities • State Agencies • State Financial Aid Associations • Regional Associations • New Aid Officers Workshop (FA 101) • Management Institute • NASFAA • Webinars • Conferences

15. NASFAA • NASFAA Website • Members Tab • Professional Development • http://www.nasfaa.org/mgt/training/Professional_Development.aspx

16. NASFAA

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

18. IFAP - Tools • IFAP Website • www.ifap.ed.gov/ifap/ • “Tools for Schools”

19. Tools for Schools

20. 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

21. Questions • Are there any questions?????????

22. Contact Information Kay W. Soltis Pacific Lutheran University (253) 535-8725 E-mail: soltiskw@plu.edu Pat Peppin Mesa Community College (408) 461-7456 E-mail: pat.peppin@mcmail.maricopa.edu WASFAA needs you!