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One Stop Shops

One Stop Shops. Paula Luff – DePaul University Eric Weems – Loyola University. Today’s agenda. Who What Why Where How Huh?. Who?. Who might be part of a one-stop shop? Financial Aid Student Accounts Tuition counselors Cashiering functions Registration and Records

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One Stop Shops

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  1. ILASFAA Annual Conference April 16-18, 2008 One Stop Shops Paula Luff – DePaul University Eric Weems – Loyola University

  2. Today’s agenda • Who • What • Why • Where • How • Huh? ILASFAA Annual Conference April 16-18, 2008

  3. Who? Who might be part of a one-stop shop? • Financial Aid • Student Accounts • Tuition counselors • Cashiering functions • Registration and Records • Academic Advising • Residence Life • Admissions • ID services ILASFAA Annual Conference April 16-18, 2008

  4. Who? Who is the one-stop area intended to serve? • Students (current and prospective) • Parents • Alum • Faculty • Staff ILASFAA Annual Conference April 16-18, 2008

  5. What types of services are provided? • Basic service (or first level service) – function of one-stop is to triage situations and direct to solution (e.g., have you received my FAFSA) • Basic plus service – one-stop staff can answer most questions (e.g., has my loan disbursed) • Full service (soup to nuts) – experts in one-stop can handle all situations (e.g., why did my eligibility for a Federal Pell Grant change) ILASFAA Annual Conference April 16-18, 2008

  6. Why? • Provide a single location for students and families to conduct transactional business – preventing ‘bounces’ • Realize economies of scale • Only one front desk to staff • One entry point for documents, faxes, e-mails and phone calls Student expectations are higher, this is one way to meet them ILASFAA Annual Conference April 16-18, 2008

  7. Where should the one-stop be? • Generally a centralized location • At DePaul – there are two locations, one at our LPC campus and one at Loop • Loyola – also two locations, one at Water Tower and one at Lake Shore campuses • All support offices in same building or near? • Staff from support offices at one-stop or referrals from one-stop to experts in office? ILASFAA Annual Conference April 16-18, 2008

  8. Where was that again? • If the one-stop is not in a new location, there are some things to consider: • Staff morale • Displacing staff • Redefining teams • Who is in charge? • Do you really need 3 office managers now that you’re in on location? • Who handles time sheets, scheduling, discipline? • Acclimating campus community to the one-stop • concept – not the FA office, but “DePaul Central” ILASFAA Annual Conference April 16-18, 2008

  9. How? • Plan • Inform • Staff • Campus community • Students • Train • On-going • Expand beyond one-stop offices (academic dept. secretaries are prime for “bounce”) ILASFAA Annual Conference April 16-18, 2008

  10. How? • Modify • Student Information screens or views to assist one-stop advisement (super screens) • Web Pages to provide guidance to one-stop services (and services within offices) • Student portal to help students help themselves ILASFAA Annual Conference April 16-18, 2008

  11. Potential Problems • Expectations for ‘bounces’ not met – one stop staff not able to answer defined questions (note: appropriate referrals should be categorized as non-bounce…) • Resentment by office staff members, if quantity of referrals is higher than expected (one-stop is not handling defined set of questions) • Representation of office by one-stop affects satisfaction • Failure to realize economies of scale • Business process not changed so multiple entry points creep back in ILASFAA Annual Conference April 16-18, 2008

  12. Questions? ILASFAA Annual Conference April 16-18, 2008

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