Training and Staff Development Kay W. Soltis Director of Financial Aid Pacific Lutheran University

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