Transcript Document
INTEGRATING FINANCIAL AID & STUDENT ACCOUNTS & MORE Clarkson University CLARKSON UNIVERSITY • Student Enrollment - 3200 Undergraduate 700 Graduates • Traditional Semester Calendar and Quarter Calendar • On Campus Residential population • Growing Graduate On-Line Distance Education Programs • Located in Potsdam, NY STUDENT ADMINISTRATIVE SERVICES • Financial Aid • Student Accounts • Registrar • Opened in Fall 1996 after 6 months of planning • Idea originated from a combination of a student survey, a consulting firm and presidential support MISSION To provide timely, accurate, and consistent delivery of services to students contributing towards their overall satisfaction and retention at the University, while operating in an environment that fosters and rewards student-centeredness and continuous quality improvement of operations. ORGANIZATIONAL CHART President CFO Provost SAS DIRECTOR FA ASSISTANT DIRECTOR ASSISTANT DIRECTOR DIRECTOR SAS FA COUNSELOR BURSAR ASSOCIATE CASHIER 6 SAS REPS 2 FRONT RECEPTION ASSOCIATE REGISTRAR ADMIN KEYS TO SUCCESS •Communication •Teamwork •Training COMMUNICATION • Timing of processes is critical Example: Course registration>FA Packaging>Invoicing>Clearance • Reduces duplicate efforts and communication to students • Increases efficiency with office proximity and promotes personal interaction and positive rapport amongst 3 areas TEAMWORK • Streamline projects for increased productivity Example: Quarter calendar implementation • Operational networking support Strong sense of community and focus on University goals and values Controls and system of checks and balances • Solution based problem solving with diversity of ideas and support for implementation • Example: Going green project TRAINING • Logistics Prioritizing Space Timeliness • Facilitates accessibility to consistent Q&A SWOT •Strengths •Weaknesses •Opportunities •Threats STRENGTHS • Team approach ensures excellent customer service and positive office atmosphere • Understanding how areas impact each other leads to coordination and cooperation. Proactive. • Planning to ensure timeliness, accuracy and great service • Coordinated communications to students • Unique marketing feature for the University MORE STRENGTHS • Streamlined services -one point of contact reduces run around between offices and enables quicker resolution of multiple issues/questions • High level of student satisfaction • Build relationships with students and families • SAS “system” reflects database system resulting in deliberate design WEAKNESSES • Reps are responsible for three areas of specialization that can result in overload • Limited time for necessary training for shared staff • Design of space limits confidentiality, staff management, and sometimes workflow OPPORTUNITIES • Improve equilibrium of ebb and flow during peak periods when the volume of workflow is highest amongst the 3 areas • Clarify FERPA boundaries especially with helicopter parents THREATS • Changing regulations and policies at University, Local, State, and Federal levels • SAS becoming a central contact for every issue on campus i.e. housing issues, dorm damages, academic advising, etc. SUMMARY • Advantages are greater than disadvantages CONTACT INFORMATION Pam Nichols Director of Financial Aid [email protected] Amanda Pickering Bursar [email protected]