1. Prospective Student Interviews

• Always greet them with a smile, look them in the eye.
• Know their name.
• Avoid the use of undefined jargon i.e. SAR, FSEOG.
• Be knowledgeable of aid regulations and general knowledge of the institution.
• Allow sufficient time for a general overview of financial aid programs and processes. (be thorough and don't rush) Minimum appt. time should be 30 minutes.
• Make their last impression a positive one and make sure all of their questions are answered.

2. Walk-ins

• Acknowledge immediately.
• The walk-in takes priority over incoming calls.
• If there is a line, other available office personnel will assist those students who are waiting.
• Attempt to learn everyone's name.
• Show respect and a genuine concern for the student's needs and concerns. (ThatÕs why we exist!)
• Practice proactive care -- attempt to find out the student's true need. Anticipate needs. Pick up on non-verbal cues.
• Make sure we respond to their concern (cannot always be positive answer) before they leave the office.

3. Phones

• Answer within 3 rings.
• Greet with "Financial Aid Office. This is ____________. May I help you?"
• Ask name of caller.
• Whenever possible, answer the phone and do not rely on voice mail.
• It is everyone's responsibility in the office to answer the phones.
• The main office voice mail message should be updated every day.
• Answer with a smile.
• Eliminate transfers to other offices whenever possible.
• Ask permission to transfer or put on hold.

4. Voice Mail

• Return call same day if at all possible. If an answer cannot be immediately given notify caller that their call is being attended to.
• Provide estimate of call response time and stick to it.

5. Office referrals

• Handle needs and problems to the best of your ability thereby minimizing the need to refer.
• Make the call yourself with student and/or parent present. ·
• You are responsible for that person until you are able to connect them with the appropriate office.

6. E-mail Correspondence

• ·Respond to mail within 24 hours.
• Reply including message and print response for file.

7. Office Etiquette

• Never use "they" when referring to other HC personnel or departments. "We" are HC.
• Never complain or belittle college personnel or departments in front of students or parents.
• Express concerns in a constructive manner to the appropriate personnel.
• Practice teamwork by requesting and providing assistance to other staff when overloaded.
• Attire should be appropriate for a professional office. Err on the side of modesty.
• When a negative answer is required always suggest options or possibilities and explain why we are unable to comply with their request. Avoid the word "no" and deliver any good news first.

8. Office hours

• The FAO is open 8-5 Mon. through Friday except weekends and holidays.
• The FAO is open over the noon hour during the academic year.

Back to Institutional Planning Homepage