I must stay up to date with all regulations and guidelines to avoid any misrepresentation. I'm the only one at my small institution who's doing admission.
Linda,
Welcome to the forum! Your college is taking the initiative to ensure a compliant environment. The fact that they require you to not only read the catalog but to be tested over the content speaks volumes.
Cindy Bryant
As part of the new hire process, employee must read the catalog and take a test to confirm basic knowledge and understand that the catalog is their source for answers.
Employees understand that superlatives that can't be substantiated; vocabulary such as guarantee and life-time are to be eliminated.
Employees understand to give information and answer questions based on fact and statistics from the catalog.
Understand that answering "I don't know but I will find out" is okay; and follow up immediately.
Graciana,
It is great that new employees are empowered to ask as many questions as possible. Asking questions is an excellent form of learning.
Cindy Bryant
We have a philosophy for new team members. No matter how many times you have to ask your supervisors. Just ask until you know for sure that you are giving accurate answers to students and prospective students.
Juan,
It sounds as if your school is driven by integrity for your students.
Cindy Bryant
The golden rule. If you are always complaint you have nothing to worry about!
It has been stereotyped the phrase "I don't know" as forbidden. For us in our school is one option when an employee or trainee is being introduced to our team.
Not only because it is a fact that sometimes, no matter how experienced could a team member be, we do not know every aspect since each student or prospective student has a different scenario; but also it's a commitment with our students to represent them on their best interest each and every time.
To give an information when we are not 100% sure of our statement it is "politically forbidden" in our team
Only speak on things that are in the student handbood or the catalog.
Jana,
Superlatives can create a false representation. I agree with your assessment to avoid their use.
Cindy Bryant
I would advise a new employee to avoid superlatives like best, biggest, finest. Avoiding superlatives is an effective and simple way to avoid inadvertently misrepresenting the institution.
Renate,
Hi! How does your school compliance training when policies and procedures change throughout the year?
Cindy Bryant
They should know about the state and Federal laws related to admission and financial aid that are put in place to protect the students. Also, they should review their institution policy regarding recruitment and enrollment. Last but not least, they should never try to meet admission/recruitment goal(s) at all cost.
Guy
A new employee must be properly trained as to how to avoid misleading statements. It must be stressed over and over again to the new employee that there will be penalties if false promises are made i.e. for job placement, etc.
Renate
Thomas,
Good evening...training is the key to understanding. Weekly meetings are great opportunity to introduce new policies or procedural changes to a team. An idea is to review a section of the catalog each week to insure that everyone understands tthe catalog in it's entirety.
Cindy Bryant
I would tell them to do continual training and continue to update their policies and procedures binding to make sure they are in compliance.
I completely agree. We always tell our new employees and remind our current, that it is best to double check if you aren't sure on an answer. Many times, you find yourself in the position that an applicant may even asks the question in different ways to gain the answer that they would prefer. We always stress to all of our peers, that accuracy is more important than rushing through something, and this applies to the subject of giving the most accurate information. As this is why we are there for the applicants and I through my own experience I have found them to be much more pleased with an accurate answer, as it only benefits them and us.
Never answer a question you do not know the answer to. Inform the student that you do not know the answer and you will get back to them after looking into it.
Brenda,
This is great advice for a new employee as well as an employee who needs to refresh their memory. Understanding the catalog is the first step to following compliance measures.
Cindy Bryant
I would advise the new employee to fully theunderstand the school catalog and ethics statements required by Title IV, the schools accrediting agency and state licensing agency. If he or she did not umderstand any of the policy statements, to see the appropriate manager. Also, the company has a responsibility to provide proper training.
