How to Survive Financial Aid 101 Moderator

Samantha Benson

Presenters:

Ed Hill Nick Capodice

Stanley Fils

Amanda Hicks

Learning the Ropes

Who are we?

• Well basically we are new to financial aid.• Learning to ropes• How to survive

The following are ins and outs to help you become an integral part

of your office:

Things to Remember

• Always be honest and ethical.– Come in on time– Make sure you understand what is expected of

you…it’s okay to ask a second time.– Not doing this can result in….

Losing the respect of your team!

Things to Remember

• Get Motivated!!!– As the newer person of your group you have to

self-motivate yourself all the time and that's not always easy.

– no matter what outside forces are effecting you, always come in with a smile and talk to everyone at the start of the day.

– If everyone gets a positive vibe from you it makes everyone around you happier.

Things to Remember

– Be Proactive, and know your resources– Consult your office P&P manual– IFAP– AskRegs– NJASFAA (Get involved)

Things to Remember

– If you have an assigned a task, get it done on time.– Come in on time– It’s okay to act like an Indian for a while– Try to help out when you can– You’re there to help your students don’t become

desensitized

Things to Remember

• Never criticize or shout at an employee publicly.– Don’t get nasty or mean during meetings. Take

notes and go to your manager privately, in their office, with no audience.

Things to Remember

• Let your manager know where you’d like to be in five years.– Set some expectations for yourself– Don’t get ahead of yourself and stay the course

Communicating With Student’s and PARENTS

Introduction

• Identify the population to which you are communicating

• Determine different communication methods to effectively connect with these populations.

Approaches

• Be proactive– Reaching out to:

• Students• Parents• High school counselors

• Each student, each situation is different– Cultural differences, education, language, financial

background, etc… • Go above and beyond

Approaches

• Communicate via:– Phone– Mail– Email– Publicize office hours or offer extended hours– Outreach programs

• Stress that you are available • Follow-up

Control the Conversation

• Try to gain control of the conversation • Tone of Voice• Repeat Yourself• Place the call on hold (for telephone calls)• Take a deep breath, stand or take a break (if in

person)

Getting the Job Done

• Create a bond to get information needed so that you can do your job

• Build trust • Put yourself in their shoes• Know what they are going through

– No access to communication • No phone, no computer, no permanent address• English as a Second Language

Effective Communication

“Communication effectively helps group members build trust and respect, foster learning and accomplish goals”• Be clear about what students and parents need

to do in order to qualify for the different financial aid programs

• Explain what documentation they need to submit and why

• Motivate and persuade others toward action

Accountability

• Explain the steps involved in solving the issue• Provide your contact information• Request their contact information• Set follow-up date and time

Effective Communication

• Offer your help instead of showing dissatisfaction or contempt if students and parents haven’t provided you with the documentation needed to complete the financial aid process

• Show empathy or understanding; however, reiterate the importance of submitting the documentation

Effective Communication

• Be organized• Embrace electronic communication, if you

haven’t already• Discuss follow-up communicative measures

– Phone calls, emails, text messages, social media, etc.

• Send reminders• Enforce deadlines

Solve the Problem

• Provide Answers• Provide the Solution (positive or negative)• If you have no updates to report, still contact

the student/parent to keep your follow-up commitment.

Conclusion

• Once you understand a group and its needs: Identify communication methods to

Better assist this population to Get the job done

• Effective communication methods result in positive relationships to develop between students/parents and financial aid administrators

Questions?????

Thank You!