Headlines

SFS Changes and Remodels
The Continuing Journey

by Ruth Johnston

You may have noticed that 129 Schmitz has added some new offices – six of them. We’ve built these offices for several reasons, but primarily because we want to enhance our service delivery.

Over the last several years, the volume of in-person transactions has dropped from 64% to 26%. This means that the counter staff spends less time accepting payments or issuing checks, and more time working on processes and helping students and parents with more complex problems.

How are we changing to accommodate different customer needs? First, we’ve created adviser positions. Two advisers, Heidi Anderson and Andrew Monusko, work with collection activity and those students who owe the university money; Frannie Gladney works with students who have received financial aid and then become ineligible for it, which means now having to pay it back. Lisa Whitehead works with scholarships and academic student employees and their often complicated financial accounts. Kyra Worrell helps with personal money management and navigating the complex UW bureaucracy. And we are currently recruiting for a loans specialist to help students understand the complexity of the various loans they may take and have to manage. In addition, all advisers help each other and the front counter in times of need.

Second, we created space – private space. To provide students with the best service, we want them to be able to hold conversations with the advisers at a leisurely pace with no distractions. The advisers now have time to assist students in fully understanding their accounts and answering the questions they might not even know they have. Students can set up appointments or drop in for help. By meeting in private offices we can focus on their particular needs and build supportive relationships.

It’s a beginning and we have a lot to learn. Heidi had her first experience recently and told me that “I just had my first walk-in student! I know it's corny but it was really fun to sit and help her...nothing urgent-not even past due, but she was able to ask questions and felt comfortable! It was fun!”