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Your Personnel Training – Proven Techniques that Work Michelle Stipp Manager of Policy and Training DeVry University Agenda Why is training important? Assessing the needs of your team. Developing the content. Delivering the material. Choosing the format. Measuring success.

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your personnel training proven techniques that work
Your Personnel Training – Proven Techniques that Work

Michelle Stipp

Manager of Policy and Training

DeVry University

agenda
Agenda
  • Why is training important?
  • Assessing the needs of your team.
  • Developing the content.
  • Delivering the material.
  • Choosing the format.
  • Measuring success.
why is training important
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.
assessing your team
Assessing your team
  • Evaluate your team to determine where the gaps are
    • Financial aid knowledge?
    • Customer service?
    • Technology?
content for new hires

DV

Technology

Customer Service and Soft Skills

Student Finance

Content for New Hires
content for seasoned pros

DV

Technical

Customer Service and Soft Skills

Student Finance

Content for Seasoned Pros
student finance something you should know

DV

Technical

Customer Service And Soft Skills

Student Finance

Student Finance Something You Should Know…
  • 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
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
still more resources
Still more resources…
  • Conferences
    • Review posted hand-outs for materials
customer service and soft skills something you should do

DV

Technical

Customer Service and Soft Skills

Student Finance

Customer Service and Soft SkillsSomething You Should Do…
  • 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 have13
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
customer service
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”
technology skills something you should use

DV

Technology

Customer Service And Soft Skills

Student Finance

Technology SkillsSomething You Should Use…
  • 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
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.
institutional knowledge something you should understand

DV

Technical

Customer Service And Soft Skills

Student Finance

Institutional KnowledgeSomething You Should Understand…
  • 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
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?
as needed training topics
“As Needed” Training Topics
  • Regulatory Updates
  • FAFSA Update
  • Financial Literacy
  • Policy and Procedure Updates
  • What else….
making time when there isn t any
Making Time When There Isn’t Any
  • Student Traffic Patterns
  • Divide and Conquer
  • Lunch and Learn
  • Staff Meetings
how devry does it
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
choosing the format
Choosing the Format
  • Online training
  • One on one
  • Group session
  • Shadowing
  • Guest speaker
how devry does it25
How DeVry Does It
  • Online pre-training materials
  • Trainer-led sessions in a classroom
  • Hands-on training for systems
  • DVDs for customer service
  • Webinars
keeping it interactive and fun
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
measuring success
Measuring Success
  • Test on training content
    • Pre and Post
  • Inspect what you expect
  • Record and critique
  • End of training surveys
    • Participant and Manager
contact information
Contact Information
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