PDG Online Workshops

integrating student services - PDG e-workshop

PDG is proud to present our three part series on integrated student services with Dr. Julie Selander the Director, One Stop Student Services & University Veterans Services at University of Minnesota. Julie has worked in higher education administration and finance for over 30 years and her experience includes a variety of leadership positions in student services and service operations. Julie has worked at the University of Minnesota for 19 years and has served as the Director of One Stop Student Services Office and University Veterans Services for the past eight years. She assisted in the creation of the “One Stop” model, providing seamless and integrated student services in the areas of enrollment, registration, financial aid, billing, academic records, and veteran services. She has been pivotal in expanding and enhancing student services in the areas of financial wellness, diversity and inclusion, retention, and student degree progress outreach.

Julie has her bachelor’s, master’s and PhD degrees from the University of Minnesota. Her PhD is in Organizational Leadership, Policy, and Development with an emphasis in Higher Education.

CPE Credits: 3.6 CPE Credits
Program Level: Intermediate to Advance
Program Prerequisites: 2-3 years experience in the SFS office
Cost: $199 full 3-session registration
Part 1: Thursday January 23rd, 2020 From 2:00pm to 3:00pm ET
Part 2: Thursday January 30th, 2020 From 2:00pm to 3:00pm ET
Part 3: Thursday February 6th, 2020 From 2:00pm to 3:00pm ET

Part 1)  Integrated Student Services: How to create a “one stop shop” for your students

The integration of various student services, also known as shared services or a “one stop shop” can provide your college or university with opportunities for a seamless delivery of student services, as well as a collaborative work environment for your staff. Integration can be realized across several dimensions including virtual, physical, and organizational integration. By deconstructing operational silos, streamlining processes, and cross-training staff, operational efficiencies can be gained and students can be provided with holistic counseling experiences.

Learning Objectives Part 1:

  • Define the “one stop” approach to student service

  • Describe successful elements of a one stop approach to service

  • Develop some ideas and approaches to implementing a creating an integrated student service culture on their campus


Part 2)    Creating a Cross-Training Curriculum for Integrated Student Services

Many institutions in higher education have traditionally created student services units that have been broken down into individual departments or units creating a silo-based operations approach to service, which results in runaround and frustration for students and customers. Many institutions have created an integrated student services or shared services model, also known as a “one-stop” approach to service whereby staff need to be thoughtfully trained to answer questions and solve problems across a wide breadth of topics, but also have a deep knowledge base to answer detailed specialist questions.

Learning Objectives Part 2:

  • Review basic elements to jump-start a integrated training program including the selection process for selecting and preparing a trainer

  • Identify learning styles and preferences of different types of trainees

  • Design a robust cross-training curriculum incorporating technical, procedural and customer services topics

  • Implement an ongoing refresher training program that incorporates trainee assessments for accuracy and consistency

Part 3)    Providing Customer Service in an Integrated Student Services organization

When we provide customer service to our students and their families, how do they want to be treated and how do we know we are living up to their customer service expectations? How do provide exceptional customer service in a higher education student services organization and what makes the job of serving students in higher education so unique?

Learning Objectives Part 3:

  • Define some of the basic principles and proven techniques that help student services staff provide exception service

  • Explore the different philosophies of customer service

  • Discuss various methods of bench-marking, setting service standards and assessment methods to measure satisfaction

  • Develop long lasting customer relationships through our learned strategies and by motivating and gearing up staff towards exceptional service that your students deserve

A Road Map to Success in SFS: Advance Your Career by Creating an Environment of Success for Students, Staff and School

Note: Attend the Recorded Sessions Now Available:

Workshop Part 1 (Archived - Available On Demand)
Workshop Part 2 (Archived - Available On Demand)
Workshop Part 3 (Archived - Available On Demand)

CPE Credits: 3.6 CPE Credits (Live Version)
Program Level: Intermediate to Advance
Cost: $99 per individual session, $199 full 3-session registration
Program Prerequisites: 2-3 Years’ experience in Student Financial Services
Presenter: Charmaine Daniels, AVP for Student Financial Services at Morehouse College

What is your path to success in student financial services? What steps must you take today to get there? Charmaine Daniels rose to the position of AVP for Student Financial Services at Morehouse College blending an entrepreneurial approach to strategic thinking and operations in order to identify process improvements and promote team development. Along the way, she helped campuses of 40,000+ students accelerate cash flow, increase student satisfaction and help promote three of her staff to director positions.

Join Charmaine as she provides a proven blueprint for aligning your personal goals with those of your department, staff, and students in order to best position yourself for success on your chosen path. With time and resources at a premium, she’ll help you learn to foster key relationships and turn necessity into opportunities for efficiency. Charmaine draws on personal experience to provide practical, actionable insights on how to apply the best practices she employs to reach goals you set for yourself and your staff.

Attendees will be able to set career goals and identify key relationships, opportunities for efficiencies and team building strategies to help reach them.

Learning objectives:

  • Develop and implement a personal plan for career advancement in alignment with departmental goals and staff development

  • Identify strategies for leveraging challenges into opportunities for increased efficiency

  • Develop a holistic understanding of how decisions and operations in the Bursars/SFS office impact other departments

  • Identify opportunities for relationship and team building within and across departments, and how this can foster advancement for yourself and your staff

Refunds
Requests for refunds will be honored only if notification of cancellation is received in writing after ten days after registering. Cancellation by telephone is not sufficient. Registrants who fail to cancel will not be refunded their registration fee. A $50 administrative fee will be charged for all cancellations. Once event or program is complete attendee will not be allowed a refund. Substitutions may be made if registrant cannot attend. Please notify PDG of substitutions by email at refunds@prodev.com

Cancellations and Substitutions
In the event of cancellation or change in event date, registrants will be notified by email. Professional Development Group II, Inc. will not be responsible for expenses involved with a cancelled event. PDG reserves the right to substitute speakers without notice.