TRAINING STRATEGY: NEW EMPLOYEES

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TRAINING STRATEGYNEW EMPLOYEES

• Presented by
• Erlinda Martinez
• Chaffey College

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General Information

• Admissions and Records
• Educational Code
• Title V Funding
• State Controllers Office

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TRAINING OVERVIEW

• Who?
• New employees
• What?
• Computer Access
• Training Phases 1-5
• 2 hour sessions for 3 days
• Hands-on
• Where?
• Rancho Campus
• IT Department

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TRAINING OVERVIEW-CONTINUED

• When?
• According to academic processing cycle and just
  before peak times
• Why?
• Building block approach
• Logical and Gradual
• How?
• Classroom setting
• One-on-one
• Workshop participation
• Shadow/Coaching
• Hands-on

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CUSTOMER SERVICE WORKSHOP

• Service Specific
• One Hour Workshop

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Managers Report

• Summary
• AR Quiz

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On-Going Training

• Staff Development Meetings
• Policy and Procedure Updates
• Refresher Training

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Training Overview

• Orientation
• Technical
• Tasks Tools
• AR Functions
• Cashiering Functions
• Customer Service Workshop

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PHASE I ORIENTATION

• Welcome
• Expectation and Role of Staff Members
• Office Guidelines Attendance Reporting
• Computer Access and Responsibilities
• FERPA The Law and Your Responsibility
• Performance Evaluation Process
• Academic Calendar, Staff Directory, Task List,
  College Culture, Inter-Office Dynamics
• One-Stop Shop
• Q-Matic Services

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PHASE II TECHNICAL TRAINING

• Security Clearance
• Student Look-Up
• Registration Functions
• Cashiering Functions

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PHASE III TASKS TOOLS

• Documentation/Online Resources
• Hands On
• CCCApply
• My ChaffeyVIEW (Web Advisor)
• Phones
• Photo ID Services
• Shadow/Observation
• Help Desk
• Lobby/Web Attendant
• AR Counter
• Express Window

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PHASE IV-PART A ADMISSIONS RECORDS FUNCTIONS

• Session I
• Accreditation
• CCCApply
• Session II
• High School Partnership Program
• Special Groups
• Session III
• Policies Procedures
• AR Forms
• Session IV
• Residency Determination
• AR Quiz

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PHASE IV-PART B CASHIERING FUNCTIONS

• Session I
• Policies and Procedures
• Regulations
• Auditing
• CO-TOP
• Session II
• Test Account

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PHASE VCUSTOMER SERVICE WORKSHOP

• Interactive Presentation
• Student Advocacy
• Conflict Resolution
• Confidentiality
• Professionalism
• Hierarchy of Referrals

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Questions and answers