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Synergy:Financial Aid in the
Combined Office Model
MASFAA 2002
November 14, 2002
Moderated by Daniel Barkowitz, MIT
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What is Synergy?
1. The interaction of two or more agents or forces so that their combined effect is greater than the sum of their individual effects.
2. Cooperative interaction among groups, especially among the acquired subsidiaries or merged parts of a corporation, that creates an enhanced combined effect.
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Today’s agenda
A Rationale for Synergy in Action
Some examples: Overview of structure / Customer Interactions /
Lessons learned / Transition Kim Downs, Boston College Michelle Mattie, Westfield State College Patty Reilly, Tufts University Michele Kosboth, Lasell College
Questions and Answers / General Discussion
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Moving from Vertical to Horizontal Views of the Organization
VP / Dean or President
The old way
FinancialAid Registrar Bursar
“In this environment, subordinate managers tend to perceive other functions as enemies, rather than as partners in the battle against the competition.” – Rummler & Brache,
Improving Performance
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The new view:One example
Financial Aid Student Acct. Registrar
Customer
Paying the billAwarding Billing Enrollment
“…the greatest opportunities for performance improvement often lie in the functional interfaces – those points at which the baton… is being passed from one department to
another.” – Rummler & Brache
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The Federal ChallengeUnder 34 CFR 668.16 (c) (2), (Standards of Administrative Capability): Divides the functions of authorizing payments and disbursing or
delivering funds so that no office has responsibility for both functions with respect to any particular student aided under the programs. For example, the functions of authorizing payments and disbursing or delivering funds must be divided so that for any particular student aided under the programs, the two functions are carried out by at least two organizationally independent individuals who are not members of the same family, as defined in Sec. 668.15, or who do not together exercise substantial control, as defined in Sec. 668.15, over the institution
How to work with this? What makes up an office? How is someone organizationally independent? By student
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Definitions from 668.15The Secretary considers a member of a person’s family to be a parent, sibling, spouse, child, spouse’s parent or sibling, or sibling’s or child’s spouse.The Secretary generally considers a person to exercise substantial control over an institution or third-party servicer, if the person—
(i) Directly or indirectly holds at least a 25 percent ownership interest in the institution or servicer;
(ii) Holds, together with other members of his or her family, at least a 25 percent ownership interest in the institution or servicer;
(iii) Represents, either alone or together with other persons, under a voting trust, power of attorney, proxy, or similar agreement one or more persons who hold, either individually or in combination with the other persons represented or the person representing them, at least a 25 percent ownership in the institution or servicer; or
(iv) Is a member of the board of directors, the chief executive officer, or other executive officer of
(A) The institution or servicer; or (B) An entity that holds at least a 25 percent ownership interest in the
institution or servicer
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Ways of organizing
Enrollment Management
Student Service ModelsFinancial ServicesGeneral Services
MIT’s Answer
Other?
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Outreach to customers
Financial Aid – use the term?Web PresencePhone lines
Titling of staff
Designated Account Reps / Account Teams?
Officer of the Day model?
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Benefits
Manage the “white space” effectively
Budgetary savings
Build linkages with account teams
Unified vision of student service
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Michelle Mattie
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Patty Reilly,Tufts University
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Tufts University
Medford Campus
5000 Undergraduate Students
2000 Graduate Students
3500 Receive Financial Aid
Financial Aid Professional Staff of Six
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Tufts University
Why?
Student Service Improvement
Dowling Hall Space
Increased Efficiencies
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Tufts University
How?Hired Outside Consultant – August ‘98
Redesign Team – November ‘98 – May ‘99
10 people x 2.5 days/wk for 6 months
Nine implementation Teams – June ‘99 – June ‘00
met once a week for 9 months
Moving Day – June ‘00
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Tufts University
Tufts Student Services
3 Functional Teams:
Financial Services – Financial Aid, Bursar, Student Employment
Academic Services – Deans Office, Registrar, Advising
Career Services
3 Support Teams:
Student Service Desk
Program Support
Technology
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Tufts University
What works well?
Families Love It
Coordination of Services
Some Staff Savings
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Tufts University
What Doesn’t Work Well
Communications
Priority Setting
Staffing Issues
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Tufts University
Lessons Learned
Learn From Site Visits to Other Schools
Use Technology as Problem Solver
Pay Attention to Space Issues
Staff Support is Crucial
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Michele Kosboth
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Enrollment Management at Lasell
Enrollment Management Model:Financial Planning, Registrar and
Admissions report to VP for Enrollment Management.
Bursar/Student Accounts reports to VP for Finance, but is housed in same building with Financial Planning and Registrar. Admissions is in the house next door.
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Lasell College
1000 Full time students
New Grad program – 13 students
Financial Planning staff of 2: Director, Assistant Director but share half of two support staff – one with Registrar, one with Bursar
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Lasell CollegeKey to success at Lasell College: Student centered, customer service oriented philosophy that begins at the top with the President. Access to each others databases and cross training to be able to provide information without shuffling students around.Admissions staff trained on basic FA information, helps during peak season with contacting students for missing paperwork, answering questions etc. Communication and Coordination – we are small so it is easy, but critical.
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Kim Downs
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Boston College
Integration for the Future 2002Student Services - A One Stop Center
Presented at MASFAA
Nov 13-15 2002
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Boston College
15,000 studentsJesuit-Catholic University4 undergraduate schools6 graduate schoolsWoods College of Advancing Studies
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Current OrganizationCurrent Organization
Un
der
grad
uat
e A
dm
issi
on
Dean Enrollment
Mgmt
Dean Enrollment
Mgmt
Res
earc
h &
Str
ateg
y
Director of Academic, & General Services
• General Services Customer Support Phones ID Cards Parking• Academic Services• Records• Transcripts
Director of Operations
• Cross Functional Responsibility• One Card Services Meal Plan Dorm Access Outside Vendors• Processing• Bursar• Local and Technical Support
Director of Financial Services
• Fin Aid• Student Loans• Collection• Student Employment
Student Services Director
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BC Office of Student Services
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BC Student Services - General Services
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BC Student Services - General Services
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Financial Services - Counselor Row
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BC Student Services - Financial Services
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BC Student Services - Processing Support
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BC Student Services - Processing Support
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Lyons Hall - Center of BC Campus
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Agora on the Web (BC’s Meeting Place)
Features Include: Informational View/Change Directory Information Obtain Email Address Check on the Status Of Loans View Classmate Roster View Course History, current schedule and grades View Degree Audit View Employment information View financial aid application and awards View Student Account View Eagle One Card Balances
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Agora on the Web (BC’s Meeting Place)
Features Include: Transactions Complete a Medical Insurance Waiver Complete Stafford Entrance Counseling Create or add money to Eagle One Card Deactivate ID and request replacement Create a second billing address Generate a degree audit Simulate a degree audit Set Privacy preferences Request a refund Make an ACH Payment Request transcripts or enrollment certifications/track
request
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Successes
One-stop location
Space
Training
Student and parent surveys
Staff development
Process redesign
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Parent Survey
93 percent of parents who had visited the office were “satisfied” or “very satisfied” with the in-person assistance they received.88 percent were “satisfied” or “very satisfied” with the ease of reaching BC by phone.95 percent said they son or daughter was “satisfied” or “very satisfied” with the university’s secure Web site for student services.82 percent of respondents reported they would use a secure Internet site for conducting business with the university.
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Student Survey
Importance rankings: Answering questions accurately Courtesy and respect Within promised time-frames Convenient operating hours* Correct the first time Prompt service* Confidence that employees will provide service correctly* Clarity of written communication Clarity of voice procedures Clarity of web procedures Ability to do business on web Attractiveness of web materials
*High importance; low satisfaction
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ChallengesTelephone calls
Staff turnover
Continuous activity
Learning and development
Communication
Campus cultural differences
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Process Redesign
Fees
ID photos
Overrides
Orientation
Meal plan
3rd party servicers
Databases
Academic regulations
Commencement
Study abroad
ACH/Credit Cards
Parking
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Student ServicesLessons Learned Start with more people then you will eventually need,
then reduce Drive organization & technology components with
process changes Protect your team members
Train them, leave them alone, then train them again
Patience Rewards
Location, Location, Location. Make your space fit your organization
Maintain timelines & workplans, no matter how much they change
Break out of the hierarchy
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Student ServicesFacts of Life Time will solve many things.
It will take one to two years to settle the dust Staff can not learn all there is to know in a short
time frame. There is more to organize than you can organize One day at a time
There will be staff who will and will not accept change Good people will leave…hire new good people Protect key roles Management must be part of daily operations
Operational Role is critical
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Questions and Answers / General Discussion