We also utilize a series of disclosures. We go through a list of disclosures that must be e-signed before attending the financial aid appointment. We then go through another set of disclosures after the financial aid appointment. This is information regarding graduation stats, employment stats, previous education documentation, as well as catalog and enrollment agreement details.
We also have access to plenty of documents that talk about the importance of our language, and "comments to avoid." It is very important to relay all types of information about the school to the prospective students. However, we must remain compliant while doing this so that we may deliver the best customer service to each and every prospect.
Periodically, my school requires that employees take internal continuing education courses on compliance. The courses not only touch on school compliance, but state, federal and accreditation regulations. In addition, employees are consistently reminded of the "Do's and Do not's" in order to maintain compliance.
Organizational best practices are aligned with state, federal and accrediting regulations. This ensures that employees, regardless of their role, have a specific outline that clearly defines expectations. Additionally, specific job aids such as "Comments to Avoid" and conversation "Dos and Don'ts" assist employees by clarifying how to remain within compliance in common scenarios.
Compliance is such an important part of what we do everyday, therefore what we have implemented at our school is to review the do's and don'ts each quarter, discuss the importance of compliance in our language, and of course as the DOR I make sure to sit in on interviews and phone conversations as much as possible.
Our institution observes interviews and interactions with students on a daily and weekly basis. Making sure that we are in compliance with all state, federal, and accredidation regulations. Awareness is really the driver of being proactive with our staff to ensure that we are always conscious of any changes with in the regulations as well.
Our company utilizes a series of disclosures that every student gets upon enrollment. Also, we have quarterly compliance testing for every admissions representative as well. "No Tolerance Policy" regarding compliance.
We utilize a series of Disclosures that must be provided and addressed with EVERY student with whom we discuss any program information. These are not only in printed format, but also available at a specific web address. This is provided to the student in all settings, school and home visits.
We have on going discussions on compliance and integrity as a part of all our meetings. We also implemented campus wide training to stress the importance of integrity and compliance with state, federal and accreditation regulations.
These are great things for a college to do. It seems that a struggle for most institutions is communication or lack of clarity on processes and procedures. Involving staff and faculty in the decision porcess also allows the employee to take ownership and really put to practice the objectives of the school.
My company has 12 college campus locations, an online division, and two culinary schools in two different states. We always operate to ourto our mission, ESC, Excellence Service Compliance. We took the approach of streaming lining processes and procedures college-wide. At the same time we developed a regional support system to oversee these changes and a provide support where needed.
Tim,
Our organization also utilizes call recordings regularly to evaluate compliance adherance. We also utlize mystery shoppers, live call monitors with our managers, and weekly one on one sessions with our managers.
Thanks for sharing your input Tim,
Avis
Compliance and integrity are at the heart of our institution's core value structure, "excellence, service, and compliance". This model is used toward every interaction from the very first day of training, servicing students, and how we execute our procedures and policies. Having integrity and compliance within our organization's culture creates urgency within all staff members toward adhering to state, federal, and accreditation regulations. This also enables us to be highly adaptable when the regulations are modified so we can best service our students.
Constance,
I think it really helps when each team member knows exactly what he/she needs to say and what he/she is allowed to say to students. When everyone is on the same page, it just makes everything easier because you all have one standard to adhere to. Sometimes we do role play activities in front of our entire team so we can critique each other and ensure that we are staying within compliance.
We conduct observations of new student interviews on a weekly basis to ensure that all of our department members are adhering to state/federal/accredition compliance requirements. This also acts as a quality assurance method. We also have daily and monthly meetings to discuss changes to everyone can stay abreast of the changes in compliance.
Our campus has a "Compliance First" outlook on any regulatory and compliance questions or issues that might arise in the dialy course of activity. We strive to never compromise integrity and never provide misleading or false information to the point of dismissal from the company if any instances are discovered.
We utilize the same presentation for every student to make sure that they are receiving compliant information. We also have regular training and meetings in regards to new updates on compliance and to refresh ourselves with current school statistics for students.
Our school ensures that all information is easily accessible to students during the pre-enrollment and post-enrollment processes whether it's via the website or disclosures given to them.
I work with Dana and we provide all information to current and new students.
Amber,
It is always good to make sure your message to students is consistent.
Kimberly Stein
we have been given a presentation to ensure that each student receives the same information.
