heather mcdonnell associate dean of financial aid and admission sarah lawrence college managing a...
DESCRIPTION
PLANNING FOR THE DREAM…. ‘Investigate’ the University and the Office Get to know staff – responsibilities, likes, dislikes, needs, wants Talk on- and off-the-record with supervisor Meet with faculty, staff, and students – perceptions Gather reports – data is your friend Staffing survey – “You are the director”....TRANSCRIPT
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H E A T H E R M C D O N N E L L A S S O C I A T E D E A N O F F I N A N C I A L A I D A N D A D M I S S I O N
S A R A H L A W R E N C E C O L L E G E
MANAGING A NEW FINANCIAL AID OFFICE OR HOW TO HANDLE THE
CHALLENGES YOU INHERIT
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TAKE A LOOK AROUND YOU – (HOPEFULLY BEFORE YOU SIGN ON THE DOTTED LINE!)
• Know your financial aid environment – how are you perceived?• Figure out what’s broken or needs improvement• Steady your operations then refocus on external
matters• How can your office reach maximum efficiency?
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PLANNING FOR THE DREAM….
• ‘Investigate’ the University and the Office• Get to know staff – responsibilities, likes, dislikes,
needs, wants• Talk on- and off-the-record with supervisor• Meet with faculty, staff, and students –
perceptions• Gather reports – data is your friend• Staffing survey – “You are the director”....
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ENVIRONMENTAL SCAN
• Know your pluses• Know and analyze your minuses• Assess and rehabilitate
• Know the politics• Find an ally
• Know your strengths• Know your weaknesses
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THE PLUSES• Staff• Reward to retain
• Systems• Communication between man and machine
• Software• Help or hindrance
• Synergy• Working well across the organization
• Structures• Know your org chart
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THE MINUSES• Staff• Diagnose discontentment immediately• Neutralize Gloomy Gus
• Systems• Barrier to bridge
• Software• Up to date/ latest version
• Synergy• Lack of engagement with other office
• Structure• Don’t know the territory
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SETTING STAFF EXPECTATIONS
• Office ‘rules’• Attitude• Questions• Respect• Goals• Recognition
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ON A PERSONAL NOTE
• Know your strengths and weaknesses• Don’t expect too much too soon – be realistic• Set reasonable goals• Take time to listen/learn• Recognize others• Keep a positive and professional attitude• Get involved
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IT’S ALWAYS ABOUT CHANGE
• Examine and test the changes before going beyond the office doors• Use explicit non FA language when notifying
others• Present the change by quoting an interpreted
regulation• Offer and accept solutions• Test, test, test, test…..
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DATA IS THE DOWAGER
They can’t argue with the numbers even though they will try
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DATA DRIVEN?
An conversation or discussion not informed or framed by data is nothing more than an opinion……
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YOU GOTTA GET OUT
Conferences• Broader perspective• Greater chance to
network• More access to
respected peers• Connections• R&R
Webinars• Single issue focus• Convenient• Cost effective• Easier to be distracted
or not sign on• Anonymous
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BUILDING YOUR TEAM
• Self-worth• Growth/Advancement• Achievement/Recognition• Responsibility• Creative Expression• Training/Space/Equipment
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IN ANY STORM
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SURVIVING THE STORMS
• Build your team by inclusion• Motivate by example• Reward on every
occasion• Redirect the lost • Be unselfish with your
expertise
• Knowledge is power• Think and act
positively• Keep the negative
thoughts away from the office and out of your head• Plan and have a vision• Speak it every day
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WHAT IF YOU FIND A NIGHTMARE – AN EXAMPLE
• Understaffed/low morale• Under ‘technologied’/manual processes• Lack of respect• Conservative processes/created for the ‘exceptions’• ‘Perceived’ poor services• Staff felt unappreciated and unsupported• ‘Bunker mentality’• Continual ‘band aids’• ‘Never good enough – no matter what’
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SOMETIMES IT’S THE LITTLE THINGS
• Focus on morale• Change the look of the office• Improve technology• Group discussions• Set priorities• Participate in campus events• Improve communications• Regular meetings
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AND THEN?
• Focus on customer service – it is always about the student• Increase grant funding – go outside if necessary• Regular meetings with other areas• Financial Aid 101 for faculty and staff• FAFSA promotion• Staff shirts
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FINALLY…
• Flex scheduling for staff• ‘Different’ forms of communication• Liaisons to other offices• Review of caseloads and job duties and
responsibilities• Set annual goals for each staff member• Offered student workshops on campus
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IT DOESN’T LAST FOREVER
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HAPPY STAFF
• Happy Staff = Happy Work Life