Positioning Yourself on Campus

Sara Beth Holman2014 MASFAA PresidentDirector of Financial AidLawrence University

If you learn just a single thing Scout, you’ll get along a lot better with all kinds

of folks. You never really understand a person until you consider things from his point of view…until you climb into

his skin and walk around in it.

Atticus Finch in “To Kill A Mockingbird” (1962)

6:00 am

Time to stop hitting snooze & get ready for work . . .

My Calendar• 8:30 am – Staff Meeting• 9:45 am – Appeals Committee• 11:00 am – Conference Call• 11:30 am – Review Docs• 1:00 pm – Committee Meeting• 2:30 pm – Open Office Hours• 6:00 pm – Financial Aid Night• 9:00 pm – Home at Last!

Shower thoughts . . . . I

wonder if I have time

for that massage today

during lunch? Not

likely. Ugh, I forgot

that I have a meeting

with the “Doomsday”

Committee. Maybe

we’ll actually get

something

accomplished. Yeah,

right, and maybe the

Pell Grant will double.

I wonder if I can get

Ryan to go for me . . .

that’s a thought. I

probably should put

something in the

crockpot for dinner. Oh,

wait, guess not – I have

a financial aid night

tonight . . .

What is Self Awareness?

• Knowing yourself• Understanding why you do what

you do & why you feel the way you feel

• Seeing yourself as others see you• Solicit & be open to honest

feedback from others

The Commute and my

wondering mind . . .

Why are some people

so #^!@ frustrating to

work with? Oops,

that’s a quarter in the

bad word jar at home.

Good thing we don’t

have one of those in

the office - we could

fund a few students

with just that. Look at

that jerk, he just cut

right in front of me

and it is not even

Wednesday! I am

definitely going to

need to stop and get a

large Diet coke today .

. .

7:00 am Commute

Benefits of Being Self-Aware

• Find situations in which you will be most effective

• Capitalize on your strengths & manage your weaknesses

• Know what gets you excited & motivated• Know when to say “No”

“It takes courage to grow up and turn out to be who you really are.”

-E.E. Cummings

8:30 am Staff Meeting

Coming together is a beginning.

Keeping together is progress.

Working together is success.

- Henry Ford

Building a Solid Team

Starts with solid leadership!

Leadership

A true leader has the confidence to stand alone, the courage to make tough decisions and the compassion to listen to the needs of others. He doesn't set out to be a leader, but becomes one by the quality of his actions and the integrity of his intent. In the end, leaders are much like eagles... they do not flock; you find them one at a time.

~ Douglas McArthur

Building a Solid Team

• Have a mission• Make sure your staff knows what is expected

of them• Make their opinions count- follow up on

ideas• Do NOT micromanage!• If you’re doing it all yourself, you’re doing it

wrong!

Empower• Share your goals & set clear expectations• Provide them with the training and learning

opportunities they need to be successful• Involve employees in decision making – but

give them the resources they need to make a decision

• Don’t just give them the grunt work – give them the opportunity to be involved and noticed!

"The basic building block of good teambuilding is for a leader to promote the feeling that every human being is unique and adds value."

Delegate . . . successfully

• If you have an outcome in mind, tell them• The big picture – are they aware of it?• Have you provided the resources they

need?• Progress - what is your expectation for

feedback?• Say thank you!

"A team is more than a collection of people. It is a process of give and take."

Know When to Ask For Help

• Asking for help is not a sign of weakness or failure . . . but not asking for help when you need it is!

• Asking for help means you are open to ideas, possibilities, advice, etc.

• Tap into those who have the resources you need

• Most people will do their best to help – they want to help!

Leadership is knowing when to ask for help, accepting it with grace, and learning how to offer it.

~ Larysa Slobodian

Own Your Mistakes

• Take Responsibility

• Use Mistakes as a Learning Opportunity

Share the Accolades

• Recognize the work of others

• Show Appreciation

10:00 am Appeals Committee

It doesn’t hurt to ask . . .

A student's mother wanted us to increase COA

because a fraternity had made a panty raid on

the sorority & stolen several of her bras...,.."they

were all from Victoria's Secret and very

expensive."

In asking for a budget adjustment, a student included

their liquor stores purchases for food...

I was a brand new financial aid counselor, listening to a law student share his sob story of why he needed a budget revision. His roommate was home all day, she didn't have a job, ate all his food, etc. I looked him right in the eye and said "Girlfriends are NOT an educational expense.“

Jayme Jarrett, Ohio Northern University

Defining “reasonable allowance” for personal expenses . . .

Reasonable or Necessary Expense?

I had a family who were in tears in my office...they lost their vacation home due to hardship....never mind that the home they resided was paid for years ago....so they wanted an increase in the student's COA to take a family vacation....since they no longer had their vacation home....

11:00 am Conference Call

Increase your Arsenal

• Build relationships with other financial aid professionals

• Get involved at the state, regional, and national level

Increase your Arsenal

• Take advantage of opportunities for personal and professional growth

• Promote your awesomeness• Keep your supervisor informed • Validate your activities by sharing results• Share your knowledge with others

Increase your Arsenal

• Help others find success• What information or expertise do you

have that will help others?• How can you share it with them?

11:30 am Review Documents

Special Circumstance Form

I have a residency form that says “indicate each state that you have lived in and the time period you lived in those states”

The Challenging Questions We Ask On Forms . . .

Answer…MN 11/26/96 until “still living”

On the Common Application a student listed her father’s occupation as “Homemaker.” A call from the student requesting additional financial aid prompted us to look at this information. It didn’t make sense because the father had $40K+ of income.

Then we looked at the tax return. Dad is a self-employed contractor that builds homes.

“Here’s a copy of my award from the school I used to attend. Now you know what I should be awarded.”

Just In Case We Don’t Know What We Are Doing . . .

Hi there, I just turned in a final paper to finish an incomplete class. I look forward to the boost in financial aid now that I have achieved a junior-level amount of credits.

1:00 pm “Doomsday” Committee Meeting

People who enjoy meetings should not be in charge of anything.

Thomas Sowell

Meetings: Being an Active Participant

• Have a purpose• Make sure all invited know the what, why,

when, & where• What question do you want answered or

issue resolved?• Be Prepared• Demonstrate that you value peoples time by

sending relevant information out ahead of time and staying on task

• Only invite those who are necessary• If you think you can “wing it” you risk losing

your planned focus• What do you expect of attendees?

There are 55 ceiling tiles in this meeting room and 6

fixtures with fluorescent

bulbs.

Active Participation

• Get input from all present• Don’t let a few people dominate the discussion

• Don’t make assumptions or have unrealistic expectations• Be clear about actions, outcomes, and

expectations• Follow up

• Know when to move on

• Don’t hoard information• Be a team player• Value is in sharing what you know

“Being powerful is like being a lady . . . if you have to tell people you are, you aren’t.”Margaret Thatcher

Play Nice!

When Questions are the Answer

• How do you get what you need from Information Hoarders?• Ask Questions . . . lots of questions!• Play Dumb• What exactly does that mean?• Can you give me an example?• What would happen if . . . ?

Are you serious? We just sat hear for an hour rehashing the same thing we’ve talked about for the last 3 meetings and now you give us this information? Do you know how much time we’ve wasted, not to mention how much money each of these meetings is costing the university?

Be a “Go To” Person on Campus

• Treat allies as equals, regardless of their position• Be the person willing to go above & beyond• Don’t be the “Negative Nellie”• Choose your battles wisely

Misunderstandings

“Misunderstandings are a normal part of communication either because we

unintentionally or intentionally use the wrong words or because we don’t understand what is being said to us. To prevent misunderstanding know who you’re talking to, be respectful, and

be sure of what you want to say.”

Dealing with Conflict

• Avoid Conflict Avoidance• Before confronting conflict, know what you are

looking for in resolution• State the issue • Be Brief• Stick to facts • Do not be judgmental (stay away from saying “I feel”)• Allow them to respond• Avoid arguing (which often means avoid defending

why you feel the way you do)• Focus on the issue

2:30 pm Open Office Hours

Having just started at a new institution as their new director, I jumped in to help the growing lines. I stepped out of my office and say "May I help the next person in line?" A lady near the front turned and looked at me and said "We want someone who DOES financial aid...". She laughed and turned back in line. I managed to help everyone in line before she made it in to see a specialist. She was too embarrassed to come see me. I have been "doing" financial aid for 20 years!

Pam Palermo Northwestern Michigan College

I Need to Speak to the Director . . .

Consumer Information

“You mean I have to read every

line of every letter you send to

me?”

"No one told me."

"Don't ask me, my parents do

everything.""FAFSA, what is that?“

"I never got that e-mail...“

"What's the point of my student working so hard for a 4.0 in high school if

it means he's not getting paid anything for college?"

"But I REALLY don't remember ever taking out a student loan - wouldn't I have had to sign something first?!"

"It really takes that long to get an aid

package? What do ya'll do all day?"

Parent: “Can you tell me what part of my son’s financial aid award is loans?”

FA: “He has a Direct Subsidized Loan of $4,500, an Direct Unsubsidized Loan of $2,000 and a Perkins Loan of $2,100.”

Parent: “So which of those does he have to pay back?”

My student loan is not financial aid because I have to pay it back.

I just found a hidden law that says if I

don’t find a job in the field I majored

in, I don’t have to pay back my student

loans.

What do you mean I

can't have that

money if I drop out.

I'm entitled to that

money!

The student had a child, but it was questionable as to whether the student actually provided support for the child because he was living with the baby’s mother in her mother’s household (grandmother). The grandmother called trying to understand the situation and after a brief explanation, she asked, “ Is FAFSA going to force my daughter to marry this guy? Oh God no! Please say no.”

Don’t Hold Anything Back . . .

“I have a condition that you’re aggravating.”

One time in a SAP appeal at one of my former schools a student wrote that he could not complete his classes because of medical issues. He said he had been mugged and "beaten to death". I figured if God reinstated his life, who was I to deny him aid.

Ted Malone, Purdue University

" I really need help to pay for school - I completed the FAFSA and my EFC is below zero.“

Gayla Jenkins University of Wisconsin-Milwaukee

Occasionally, a Student May Exaggerate . . . Just a Little Bit

I wanted to report a neighbor who

used his financial aid money to buy a

horse trailer.

Can't I bring the papers in after I get back from the beach? I need my refund for my vacation.

Cynthia Hudok, Fairmont State University

What do you mean my student loan funds are not in yet, but today's Halloween. Now I don't know how I'll get my costume!

Christina Rose

Did you really just say that?

“I have a personal relationship with the financial aid director.”

4:00 pm

The phone rings . . . We have to have WHAT done

by WHEN?

Navigating Institutional Politics

• Understand the campus climate• Align office goals with institutional goals• Know the “hot button” issues

• Be aware of your nonverbal communication• Do not blindside your employee(s), your boss, or

a colleague• Bring suggested solutions – not just problems – to

the table

Navigating Institutional Politics

• Identify the Power Players & the “Go To” people• Who are the holders of information?• Who makes the decisions?• Who influences the decision makers?

• Observe interactions• Who collaborates with whom?• How do things get done?

Desirability Factor

Low Desirability

• Can’t you just help me with this?

• It will never get done if we have to call her.

• The thought of working with that office makes me cringe.

• She is so negative. Her glass isn’t even half empty – there is no glass!

High Desirability

• Oh, I know who we can call!

• You can really count on her to get the job done right and on time.

• That office is great to work with!

• She has such a “can do” attitude, let’s definitely ask her to help.

What’s in it for them?

• Connecting with faculty and staff• Do other offices on campus really know what you

do?• Do they understand the financial situations

students are faced with?• Do they reach out to you regarding individual

students?• What do you have to offer them?

Navigating Institutional Politics

• It’s not so much who you know, but who knows you!

• See and Be Seen - get out & about on campus• Email is not the only communication tool –

don’t be afraid to pick up the phone

6:00 pm Financial Aid Night

Stuff FAAs Say . . .

....a Freudian slip? Student had submitted a "special circumstance" form requesting that we re-evaluate his aid. When he phoned he asked the officer on the line if we "evaluated his circumcision yet..." it was all the officer could do to respond in a somewhat normal voice....

"I filled out my faza, when will my money get dispursed to me?"

Where exactly do I find the MUFASSA form? Yep, she meant FAFSA not the dad from Lion King!

Interpreting Financial Aid Terminology . . .

EFC + Gift Aid > COA

My parent’s contribution is fixed at $7,500 a year (despite a

$180K+ AGI.) I don't suppose you know of any outside

scholarship/grant opportunities that consider actual need instead

of EFC?

"I'll pay in full next spring after I get my lottery winning payment.“

When To Suggest A Back-Up Plan . . .

Can't you just write off our daughter's tuition this year?

8:00 pm Heading Home!

Recap of the Day

• Be Self Aware• Ask for and accept help• Empower & Delegate• Reach out to other FA Professionals• Be Prepared• Connect with Decision Makers• Engage with faculty and other administrators• Become the “Go To” person

Make Work FUN!

• Celebrate Successes• Enjoy Treats• Play Games• Take time to talk and listen• Laugh!

Don’t lose sight of what is important