Compliance Q2 & Q3

ComplianceQ2 & Q3

START

Introduction

Throughout this module we will cover:

• Q2 and Q3 compliance violations
• What compliance monitors
• Ways to remedy violations

What isCompliance?

Compliance is a necessary tool to ensure that UMA’s goal of taking the needed steps to comply with laws, policies, and regulations set forth by UMA, our accrediting agencies, and by the Department of Education are met. Compliance is also a tool used to provide the most accurate and consistent student experience to every single student attending UMA in a professional manner.

Knowledge Check

Q2-Q3 Challenges

If you’ve received a compliance violation for not verifying the student, take this as an opportunity to refresh your greeting. “Hi may name is__, can I have your first, last, and DOB?” A greeting refresh can make sure you never forget to verify the student.

When speaking to students ALWAYS make sure you are giving out correct information and direction. If you are unsure how to guide a student reach out to your leadership and they can help.

When speaking to student use soft skills like empathy and active listening. Having Left-Brain conversations will lead to a more successful interaction.

Encouraging a Negative Behavior(Click here)

Being Unprofessional

Verifying Info

When interacting with students or parents, it’s important to maintain confidentiality and protect sensitive information. Personal details like Social Security numbers or addresses should never be requested by students or parents, nor should they be shared without proper authorization. Always check to see if a FERPA is on file.

Always be friendly but don’t go over board. We want to build rapport with our students, so they feel comfortable but always remain professional. Always refrence the handbook if unsure, 3.10 Non-Fraternization with Students – UMA Handbook.

Use scripts and guides on the Hub ALWAYS. They will be your best friend.

Unsure of Financial Aid Information(Click here)

Conflict of Interest(Click here)

Data Integrity

Left-Brain Conversations

Terms to describe a left brain conversation:

• In Control
• Empathetic
• Active Listening
• Factual
• Rational
• Logical

What is Compliance Monitoring?

Click on each box for more information about what compliance monitors and when.

While not on a call

While on a call

While on a Call

• Greet the student, and use proper closing lines
• Provide accurate and compliant information
• Have a professional tone throughout the call
• Notate the student’s file
• Provide an excellent student experience

While not on a Call

• All communications through Teams messages and emails.
• Files stored and documents made
• Links or websites you access

As a reminder files and documents will be monitored by multiple people and departments inside and outside of UMA.

Tip:

Proper Flow of a Call

Knowledge Check

Professional Support Tip:

Introduction

When speaking to a student you want to always start by verifying them. You must ask for First Name, Last Name, and then either SSN or Date of Birth. At UMA we value customer service. After the student is verified, ask "How are you?" or "How is your day going?" Small things like that make a big impact.

Closing

At the end of every call we should be making sure we are closing it out correctly. Give the student a recap of what was covered, advise of next steps, ask them if they have any questions for you, and finally close it out with thanking them for choosing UMA!

One Call Resolution

We strive for One Call Resolutions. What that means is when you have a student on the line you are addressing all needs and conflicts on the file. Essentially work every student as if they are your own.