Changing Times, Changing Ways! 

Changing Times, Changing Ways!  Improving Financial Aid Service Through

Professional Training & Technology

Presenters: Janice Hilbrink, Director of Endowed Scholarships &

Financial Aid Training Institute, Pace University Stephanie Biscow, Web Manager & Senior Systems Analyst,

Pace University

Demographics of Pace University

• Private, New York metropolitan university

• 13,500 students• Three major campuses

Improving Financial Aid Service Through…

Professional Training Technology

Using Professional Training to Improve Financial Aid Service

CHALLENGE

Challenge:

Training

Save Money

Consistency

Communication

Raising the Bar

SOLUTION

Solution:

Designate someone to oversee the Institute

Consult Marketing Department

Create a logo:

Solution:

Set up invitations

Qualtrics (Feedback Form)

Budget

PROCESS

Preparation:

Determine training topics

One training per month

Plan ahead

Save the Date

Send Evites

Track RSVPs

Procedure:

Confirm Speakers

Confirm in advance

Sign- in sheet

Moderate Event

Event Checklist:

Be available

Stay calm

RESULTS

Qualtrics Survey

Share Feedback

Start planning next event…

Results:

Example Survey Questions:

Example Survey Results:

Example Survey Results:

Hello, I wanted to thank all of you for yesterday and the FA training day you put together. I want you to know how valuable I thought it was and that I was happy I spent the day in training. I really appreciate it and many members of the ADM that attended agree with me. I also told a few others that are going next week - that they are in store for a great day. The reference book is also quite valuable and I am glad to have the resource. Thanks for making the day informative and fun. KUDOS!!! Sign me up for FA102! D Donna Grand Pre

Recognition:

Recognition:

Using Technology to Improve Financial Aid Service

CHALLENGE

Customer Satisfaction

Accuracy

Student Satisfaction

Common Mistakes

SOLUTION

Technology =website

screencasts

+

What is a screencast?

- a digital recording of computer screen output, often containing audio narration and even webcam video integration.

Screencast Tutorials…

• Introduction to Financial Aid• How to Fill Out your FAFSA• Understanding your Award Notice• How to Complete Loan Entrance

Counseling• How to Sign the Master Promissory Note • Financial Literacy• Understanding Summer Financial Aid • Dependent & Independent Verification

Benefits of Screencasts…

Easy & inexpensive to create

24/7 access of information

Multimodal Learning: hear it + see it = remember it

PROCESS

SOFTWARE/APPLICATIONS:

MS WORDMS POWERPOINT

CAMTASIA STUDIOYOUTUBE

HARDWARE:

PC

MICROPHONE

HEADPHONES or SPEAKERS

Our Process:

Script

PowerPoint

RecordScreen

Export Video

Upload

Screencast Project Manager

Financial Aid Staff

Script Development

I.T.

Web & Video Publish

Marketing & Communications

Compliance

Our People:

RESULTS

2,424 unique web page views to date

positive feedback

time saving

Our Results:

www.pace.edu/financialaid/screencasts

Visit us at:

Questions?

Thank you!

Janice Hilbrink [email protected]

Stephanie Biscow [email protected]