Implement a document imaging system.
Develop web-based common application for all University scholarships.
Develop a plan to increase the usage of the electronic FAFSA.
Develop a plan to become more proficient in the use of SIS PLUS.
Implement the Sallie Mae OpenNet system.
Purchase new computers with dual monitors reducing the need to print documents when comparing data from other sources.
Secure the CollegeBoard’s IDOC service to streamline the verification process and improve quality assurance.

Objective 1.2: Invest in personnel that have extensive knowledge of technology.
Strategies:

Hire an Associate Director of Operations

Objective 1.3: Create and implement methods for measuring customer satisfaction.
Strategies:

Implement annual customer satisfaction survey.
Develop customer surveys for selected publications.
Establish a student advisory group.

Goal Two: Infrastructure – Create an organizational structure and professional environment that promotes teamwork and achievement.

Critical Success Factors/Assessments:

Reorganize the staff to meet the needs of students
Conduct bi-weekly departmental meetings
Provide professional development opportunities for all staff members
Maintain current job descriptions for all staff
Maintain organizational chart
Conduct annual performance evaluations for all staff

Objective 2.1: Insure effective communication and planning throughout the financial aid team.
Strategies:

Hold regular departmental meetings to plan and execute the office’s strategic objectives.
The Assistant Provost will meet with individual department staff at least once a bi-weekly to provide an overview of office activities and insure that communication lines are open.

Objective 2.2: Recruit, hire and retain a talented staff.
Strategies:

The financial aid office will improve its recruitment efforts to ensure that every search produces a highly qualified and diverse pool of candidates.
The financial aid office will retain employees by insuring competitive compensation and appropriate technical and professional development support.

Objective 2.3: Implement a program of regular professional development for all staff.
Strategies:

All employees will be offered at least one professional development opportunity annually.
Weekly training of financial aid professionals will be conducted by the Associate Provost and Associate Director for Client Services.
Partner with lenders to provide customer service training, etc.

Objective 2.4: Provide effective methods for evaluating staff performance.
Strategies:

All employees will have current positions on file.
All employees will have an annual performance evaluation with their supervisor.
Current organizational charts will be maintained.

Goal Three: Diversity – Demonstrate a commitment to diversity in all that we do.

Critical Success Factors/Assessments:

Diversity training for all staff members.
Diverse candidates produced in all divisional job searches.
Diversity celebrated in all financial aid publications and websites.

Objectives 3.1: Recruit and retain a more diverse staff.
Strategies:

Develop a plan to ensure all searches produce qualified diverse candidates.
Ensure that compensation, technical support, and professional development opportunities are sufficient to attract and retain diverse employees.
Working with the Director of Human Resources to develop a database of prospective employees for key leadership positions within the office.

Objective 3.2: Increase staff appreciation for and understanding of diversity.
Strategies:

Provide seminar/training opportunities for all staff.
Provide written materials to staff and discuss at staff meetings.
Demonstrate an appreciation for major events or holidays that hold significance for diverse employees.

Objective 3.3: Ensure that our commitment to diversity is evident in all financial aid web pages, video productions, and publications.
Strategies:

Review all websites and publications to ensure that diversity is celebrated.

Goal Four: Collaboration and Partnership – Effectively use partnerships and collaboration to achieve improved student perception of financial aid.

Critical Success Factors/Assessments:

Develop and implement an effective Lender Partnership Program

Objective 4.1: Develop effective partnerships with lenders that improve institutional efficiency, simply the financial aid acquisition process and help attract a larger number of qualified students.
Strategies:

Establish and maintain an effective Lender Partnership Program

Objective 4.2: Develop a campus-wide approach to student scholarships and default management.
Strategies:

Annually meet with the academic colleges and enrollment management to develop scholarship models to enhance recruitment
Partner with students, faculty, staff and lenders to reduce the default rate below 10%

Goal Five: Image and Reputation – Establish and promote a consistent institutional image/brand that focuses on academic quality and achievement.

Critical Success Factors/Assessments:

Review all financial aid publications and forms
New website for financial aid department

Objective 5.1: Develop financial aid publications that elevate the university’s visibility and have a common look and feel.
Strategies:

Ensure that all publications have a common look and feel.
Work with lending partners to develop a marketing plan to better inform students of financial aid opportunities.
Increase the quality and quantity of financial aid materials that may be used in the recruitment process.

Objective 5.2: Develop effective websites.
Strategies:

Redesign financial aid web page to coordinate with new university style.
Ensure that financial aid web page provides federally mandated consumer information.
Develop online services that will allow students to submit requests via the web instead of standing in line (SAP forms, etc.)

Goal Six: Accountability – Ensure that all departments observe institutional, state and federal regulations, and are thoughtful stewards of the resources entrusted to them.

Critical Success Factors/Assessments:

No material audit findings
Meet all reporting requirements
Create office internal controls (Financial Aid Accountants)

Objective 6.1: Ensure the accuracy and timeliness of state, federal and organizational reporting.
Strategies:

Develop a calendar of all reporting functions.
Work with Institutional Research and other entities to ensure accuracy.

Objective 6.2: Ensure fiscal stewardship and accountability.
Strategies:

Conduct periodic internal audits.
Conduct annual review of progress
Create two financial aid accountant positions that will assist with monthly reconciliation of financial aid accounts and report to our various constituencies.