Misrepresentation
Misrepresentation has been defined by the Department of Education as any false, erroneous or misleading statement made by the institution. What advice would you give a new employee that would help them to avoid inadvertently misrepresenting the institution?
You need to make sure your folks are trained properly and role play different scenarios.
I would share with a new employee that our institution's integrity is, in essence, a sum of it's parts. The impression that we leave on our students is made by one interaction at a time with everyone that they come in contact with. I would share the importance of transparency and honesty in all student interactions to ensure that our coworkers are looking at compliance and institutional integrity as a personal responsibility.
The advice I would give would be to let the prospective student know all of the facts relevant to the school and enrollment. DO not throw in your own opinion or the opinion of others because that may be seen as a guarantee of some sort.
Advice I would give to any new employee would be if you don't know the answer NEVER give out a reply. Look either in the manuel or ask the director of the school. I can not expres enough to employees that we need to talk in truth at all times to all students current or prospective.
I would tell the new employee to be aware of all the compliance rules that are associated with their position so that they do not end up saying the wrong thing. Awareness is key in this situation, and the only way to be full aware is to be fully knowledgeable about the situation.
If you don't know it then don't guess. Tell the person you will get someone who knows or get back to them when you can find the answer.
Jassmen,
The only way to earn a students trust is through transparency and assisting them in meeting their stated goals. Trust is very fragile and can be lost so quickly. Once a student feels betrayed it is near impossible to regain their trust.
Cindy Bryant
I always suggest everyone giving information to students to make sure they are giving correct and accurate information and to seek help if they don't know the answer to a question. In ocasions I like to direct students to resources to that would better help them make their own decision.
I would let the new employee know that these are people and people do not want to be sold/ lied to. You want to earn their trust and be as honest as you can with them.
I also agree with Andrew. It is never a good idea to make up information just to be able to answer a student's questions. The better idea is to reply with "I'm sorry but I don't have the answer to that question. Let me find out for you."
Heather,
"Playing it safe" is part of maintaining a compliant environment. It is certainly acceptable not to know the answer to a question especially if it means the difference between giving the correct or the incorrect answer.
Cindy Bryant
its always best to play it safe..if you don't know don't answer - better to say I honestly don't know but will find the correct answer for you then to mislead and misrepresent.
My advice is if a rep is not sure about how to accurately address and students question, they should advise the student they will check on that information and follow up with them at a later time to ensure compliance.
I would say to always stay on top of your rules and regulations of the institution that you work for, always say things that are compliant and never mislead a student.
My best recommendation to a coworker would be to learn more about the regulations and policies of the Department of Education as well of the university catalog.
This is true, I always advise new employees its ok not to be sure about a question to simply say I am not sure but let me find out and go to the manual or find the accurate answer from the Director.
I would tell them to be honest and let the student know that you need to check on the answer before confirming.
My advise to a new employee would be to go through all the training modules and complete them. In addition ensure they sit in on conversations with other team members. a rule of thumb to always remember is talk with each person as if it were your brother or sister.
Be honest. Treat others as you would like to be treated. It is always about the best interest of the student.
