Our institution underwent a leadership change about a year ago, and the emphasis on compliance has really improved. As others have mentioned, we use disclosure forms with our students and we read through all of these at the time of enrollment. Additionally, we utilize a list of "do's and don'ts" so all our admissions teams fully understand what they can and cannot say.
This is the same for my college. Not only do we have a guideline for how an appointment should go, but we also have our meetings and our phone calls monitored for compliance. I feel that by doing this, our college can say that they are making sure we are doing the right thing. And if someone is not, there is a one-on-one meeting with that person as well as with our whole admissions department to make sure everyone knows the right way.
To encourage compliance, my institution records all phone and interview conversations. This conversations are reviewed on a regularly to ensure compliance.
I believe that walking every student through the whole process speaks volumes for an organization. It helps them to understant what is going on with no surprises.
In my opinion, personal integrity is all I have - if I don;t have that, then what good am I to anyone? I pride myself on being a "straight shooter" and when I tell a potential student or parent something, they can bank on it being the truth!
It sounds as if we work for the same place - the series of disclosures required helps to maintain compliance as the process proceeds from point A to point B and beyond.
Our Institution has extensive ongoing training to make sure all of the employees are well-versed in the area of compliance. In fact, at the National level, the rep presentation has been constructed so as to help the reps NOT make mistakes. In my position (in the field as a HS recruiter) I am constantly on guard to make sure I don't misrepresent potential issues to potential students and my manager often goes over compliance issues with me to make sure I am within the scope of the requirements. Often we role play to make sure I have the correct/compliant answers to questions that could arise and if I have an issue in the field, it becomes a topic for marketing-wide discussion.
Our institution provides multiple ways of ensuring that all representatives are compliant. Phone scripts, interview scripts, tour scripts, email scripts, etc., are all provided to ensure that representatives are following the guidelines set and staying compliant. Secret shoppers, both on the telephone and in person, are used to see if representatives are staying compliant as well.
Anastasia,
I am glad to hear that your school works so hard to ensure compliance.
Kimberly Stein
I feel the automatic phone and interview recording are the a few of the best ways my institution implemented strategies to help stay in compliance as well as the monthly trainings. Not only are they used to keep emeployees compliant but for training tools as well.
All of our calls and interviews are being recorded. We listen to calls and interviews to ensure compliance and integrity. Also we have mystery shoppers shopping us.
Our institution has implemented compliance training and in addition to having all phone calls and interviews recorded, to ensure our insttitution stays compliant.
My instituition has set standard procedures for all campuses to make sure we are in compliance. We also have an extensive enrollment process were the student is ex0plained and reads almost every item that has previosuly been questioned. Enrollments take quite a long time but the students are informed on every aspect of the school.
Our institution holds compliance, ethics and integrity to a very high standard for all employees. There is an ethics training that every employee has to take. Specifically for admissions there is a compliance test that has to be taken and passed twice a year to be able to meet with prospective students. In addition, calls and interviews are monitored daily by admissions management to ensure compliance.
Using an example of compliance in the marketing area, we have ongoing training sessions with all involved employees. Each person is responsible for reviewing our information for compliance as they work with the material. Although we do have a final check point, each employee along the way is expected to review and note any areas of concern.
At our campus we use a wide variety of activities to work on compliance and integrity to include; group and individual training, disclosure documents to the students, and doing the right thing all the time.
We have regular meetings as well to discuss our adherence to accreditation standards.
Our DOA has to monitor at least 1 enrollment and 1 phone interview per week and our College has Mystery Shoppers both in person and via phone interviews.
Constant training and scripted statements/replies for topics having anything to do with compliance.
All of our calls are recorded for quality assurance and training, in addition we hold weekly meetings to cover compliance training and as reps we participate monthly tests.
