How to Train Student Employees to Shine in Admissions and Financial Aid How to Train Student Employees to Shine in Admissions and Financial Aid Sarah Coen, Associate Vice President Jo Hillman, Senior Director of Retention Solutions Dial-in Number 866-548-7898 Conference code 30959615 All material in this presentation, including text and images, is the property of Noel-Levitz, Inc. Permission is required to reproduce information. Have students reconsidered college plans because of the economy? Yes,Yes, 35% 35% No, 65% No, 65% •21% •20% •16% •13% •11% •8% •7% •7% Will work while attending school Won’t be able to attend school Will select a community college Will commute from home Avoiding private school options Expect to have financial issues Will attend part-time instead of full-time Reconsidering school choices Source: E-expectations, Noel-Levitz, 2009 1 How to Train Student Employees to Shine in Admissions and Financial Aid Developing the potential of student workers Is the interaction with your student workers helpful or frustrating? To train or not to train? 2 How to Train Student Employees to Shine in Admissions and Financial Aid Format for student worker training 1 2 3 Critical Top Level Support Turning student worker jobs into a position of leadership • • • • Set expectations with staff Share enrollment goals with staff – get buy-in Provide evaluations of performance Hold staff meetings or one-on-ones with student workers • Increase responsibility with each passing year 3 How to Train Student Employees to Shine in Admissions and Financial Aid Consider the opportunity you have when your students interact with your customers Connections NOW Understanding those we serve 4 How to Train Student Employees to Shine in Admissions and Financial Aid Students as customers Role Play Positive Communication Electronic communication 5 How to Train Student Employees to Shine in Admissions and Financial Aid The telephone is still our friend! Being prepared for service recovery Meaningful work experiences are key 6 How to Train Student Employees to Shine in Admissions and Financial Aid Remember . . . Learning is not a spectator sport. Questions and Answers 7