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

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?

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”....

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

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

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

SETTING STAFF EXPECTATIONS

• Office ‘rules’• Attitude• Questions• Respect• Goals• Recognition

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

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…..

DATA IS THE DOWAGER

They can’t argue with the numbers even though they will try

DATA DRIVEN?

An conversation or discussion not informed or framed by data is nothing more than an opinion……

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

BUILDING YOUR TEAM

• Self-worth• Growth/Advancement• Achievement/Recognition• Responsibility• Creative Expression• Training/Space/Equipment

IN ANY STORM

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

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’

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

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

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

IT DOESN’T LAST FOREVER

HAPPY STAFF

• Happy Staff = Happy Work Life