training strategy: new employees presented by erlinda martinez chaffey college
TRANSCRIPT
TRAINING STRATEGY:NEW EMPLOYEES
Presented by
Erlinda Martinez
Chaffey College
GENERAL INFORMATION
Admissions and Records Educational Code Title V Funding State Controller’s Office
TRAINING OVERVIEW
Who? New employees
What? Computer Access Training Phases 1-5 2 hour sessions for 3 days Hands-on
Where? Rancho Campus IT Department
TRAINING OVERVIEW-CONTINUED
When? According to academic processing cycle and just
before peak times Why?
Building block approach Logical and Gradual
How? Classroom setting One-on-one Workshop participation Shadow/Coaching Hands-on
CUSTOMER SERVICE WORKSHOP
Service Specific One Hour Workshop
MANAGER’S REPORT
Summary A&R Quiz
ON-GOING TRAINING
Staff Development Meetings Policy and Procedure Updates Refresher Training
TRAINING OVERVIEW
Orientation Technical Tasks & Tools A&R Functions Cashiering Functions Customer Service Workshop
PHASE I: ORIENTATION
Welcome Expectation and Role of Staff Members Office Guidelines & Attendance Reporting Computer Access and Responsibilities FERPA – The Law and Your Responsibility Performance Evaluation Process Academic Calendar, Staff Directory, Task List,
College Culture, Inter-Office Dynamics One-Stop Shop Q-Matic Services
PHASE II: TECHNICAL TRAINING
Security Clearance Student Look-Up Registration Functions Cashiering Functions
PHASE III: TASKS & TOOLS
Documentation/Online Resources Hands On:
CCCApply My ChaffeyVIEW (Web Advisor) Phones Photo ID Services
Shadow/Observation: Help Desk Lobby/Web Attendant A&R Counter Express Window
PHASE IV-PART A: ADMISSIONS & RECORDS FUNCTIONS
Session I Accreditation CCCApply
Session II High School Partnership Program Special Groups
Session III Policies & Procedures A&R Forms
Session IV Residency Determination A&R Quiz
PHASE IV-PART B: CASHIERING FUNCTIONS
Session I Policies and Procedures Regulations Auditing CO-TOP
Session II Test Account
PHASE V:CUSTOMER SERVICE WORKSHOP
Interactive Presentation Student Advocacy Conflict Resolution Confidentiality Professionalism Hierarchy of Referrals
QUESTIONS AND ANSWERS