TRAINING STRATEGY:NEW EMPLOYEES

Presented by

Erlinda Martinez

Chaffey College

GENERAL INFORMATION

Admissions and Records Educational Code Title V Funding State Controller’s Office

TRAINING OVERVIEW

Who? New employees

What? Computer Access Training Phases 1-5 2 hour sessions for 3 days Hands-on

Where? Rancho Campus IT Department

TRAINING OVERVIEW-CONTINUED

When? According to academic processing cycle and just

before peak times Why?

Building block approach Logical and Gradual

How? Classroom setting One-on-one Workshop participation Shadow/Coaching Hands-on

CUSTOMER SERVICE WORKSHOP

Service Specific One Hour Workshop

MANAGER’S REPORT

Summary A&R Quiz

ON-GOING TRAINING

Staff Development Meetings Policy and Procedure Updates Refresher Training

TRAINING OVERVIEW

Orientation Technical Tasks & Tools A&R Functions Cashiering Functions Customer Service Workshop

PHASE I: ORIENTATION

Welcome Expectation and Role of Staff Members Office Guidelines & Attendance Reporting Computer Access and Responsibilities FERPA – The Law and Your Responsibility Performance Evaluation Process Academic Calendar, Staff Directory, Task List,

College Culture, Inter-Office Dynamics One-Stop Shop Q-Matic Services

PHASE II: TECHNICAL TRAINING

Security Clearance Student Look-Up Registration Functions Cashiering Functions

PHASE III: TASKS & TOOLS

Documentation/Online Resources Hands On:

CCCApply My ChaffeyVIEW (Web Advisor) Phones Photo ID Services

Shadow/Observation: Help Desk Lobby/Web Attendant A&R Counter Express Window

PHASE IV-PART A: ADMISSIONS & RECORDS FUNCTIONS

Session I Accreditation CCCApply

Session II High School Partnership Program Special Groups

Session III Policies & Procedures A&R Forms

Session IV Residency Determination A&R Quiz

PHASE IV-PART B: CASHIERING FUNCTIONS

Session I Policies and Procedures Regulations Auditing CO-TOP

Session II Test Account

PHASE V:CUSTOMER SERVICE WORKSHOP

Interactive Presentation Student Advocacy Conflict Resolution Confidentiality Professionalism Hierarchy of Referrals

QUESTIONS AND ANSWERS