Admissions paperwork issues.
We have to always remeber that many times the process of admissions and financial aid for the student is like going to court and standing in front aof a judge. Almost no one comes away with any grasp of everything that has happened. It is imperative that all documents are reviewed and there is a comprehension check for the individual and if necessary a followup question and answer session to ensure that they understand the process and the consequenses of the process...
Even when the student is nodding his head yes and confirming understanding, he will not know everything. We must be sure to provide the student with all the necesary paperwork to be referenced as needed and let them know if there is something they do not understand a financial aid rep will be happy to clarify
We should ensure that questions are asked prior to enrollment. That gives areas to make special note of in the process. Once the enrollment paperwork is completed, the student then meets with the Business Office to discuss their form of payment, they meet with our academeic staff and after each meeting they are asked if they have any questions and given business cards to reach people directly if additional questions come up. Each student is given a copy of all the documents they sign as well as a catalog.
I agree that sometimes a prospective student is overwhemed with the material presented to them at the time of admission. It is always helpful to have a follow up with the student to make sure they have a full understanding of what agreement they are entering in.
I remember how overwhelming it was as a new student at a college. We must make every effort to assure that a student knows what he/she is signing and understands such documentation. (Especially important nowadays with the scrutiny that colleges/schools get from federal student loans, etc.!)
Scott: Your statement is accurate. Due to the number of documents that are presented to a student during the enrollment process, it is very difficult for them to fully understand all the information they have been given. You should encourage them to review the information at home after they have enrolled and follow-up with you if they have other questions.
Under Ohio enrollment rules, students have a 5-day "buyer's remorse" cancellation right that allows them to cancel their enrollment and receive a full refund if they notifiy the school in writing that they have cancelled their enrollment within 5 days.
I have found it to be helpful to have another person meet with the student (a person in student services) after the admissions paperwork has been completed to explain the program, requirements and paperwork. It allows second view of everything and allows the student to have a clearer understanding of their enrollment.
Check-In questions will allow the prospect to analyze the information given and present any questions or uncertainties as well as giving them your card to make them feel comfortable contacting you and addressing any of their concerns.
I think the Ohio Rule is a great one to have in place. I think many of the students considering enrollment don't understand the magnitude of the decision they are making in getting their degree. The Ohio Rule offers a pain free way for students that most likely would have dropped out later, to drop out before they incur fees and entangle themselves in something that will affect their ability to take out loans and borrow money.
I believe that when a student is done with the enrollment process they should be able to explain to you in detail what the have just obligated themselves to.
Jeremy:
This is a good suggestion. What additional steps do you take if the student can't explain the information to you?
That is an excellent idea. I can also remember coming away from my meeting with an admissions rep and had no clue what I just signed and dated. I signed and dated more papers than I could count and after about 10 copies of something I quit trying to figure out what I was signing. It can be very overwhelming to some students and I feel as if it is our job to make sure they get it. It may take 2 hours to go through everything, but I feel as if its my duty to make sure they are comfortable before they walk out of my office.
I have read a few of the responses on here, and while I agree, in a general sense, that the documents provided at enrollment and financial aid are numerous and contain a lot of information, I think a student can and should understand them.
We have to be careful about enrolling a student who may not understand what they are undertaking, in my opinion. This is why follow up phone calls and meetings with students are crucial. And, as we (Reps) trial close throughout the interview and tour process, we also need to do a "trial student understanding check" as we escort our students through financial and enrollment appointments.
Doing so will also aid your referral base of students who feel attempts were made to inform them fully.
There will still be things students won't understand, of course. But they will feel comfortable coming to you with those because you have connected well with them.
I completely agree! I think that the follow-up can even help prevent a buyer's remorse. It ensures the student that someone is going to be there to help them with there questions, and that we do care! In many cases, going to school or back to school is a 'big thing' for many people, and it is important that we make them feel comfortable with their decision by answering even the simplest of questions.
I feel that a good admissions representative, with proper training, should be able to address "most" questions and answers before the student leaves. This is what we do, we know the most common questions that students and parennts have for us each day.
Obviously, there will be things that they forget to ask, that you may forget to mention, that is the reason for the follow up call.
I feel that you should call every person you interview. That is providing good customer service. If that person enrolls, you owe them a call to check on them. If they did not enroll that day, the follow up call might make that happen.
Along with having a follow-up session, it may be helpful to provide an FAQ worksheet to the potential student. This worksheet could provide answers to commonly asked questions that are heard by the school's Agent/Admissions Rep(s), as well as potentially generate additional questions that the potential student may wish to ask. This FAQ worksheet could be in both print form and on the school's website in electronic form.
I agree. If the admissions rep, cannot answer questions. They shouldn't be allowed to complete enrollment process. New rep's should always have someone with them until they can handle on there own.
The 5-day "buyer's remorse" refund is a great thing because, like many things, people often need time after they purchase something to absorb or fully engage with what it is they have committed to. It ensures our faith in the quality of the education we have "sold" the student.
i think the Ohio code for buyers remorse helps students feel less pressured and lets them really understand and feel comfortable with the decision they are making.
We have a check sheet that we have to review as we look over all the paperwork before giving to be input and before the student leaves. This ensures that all signatures are present, all dates are there..everything that should be part of the file is there...
Also I love that our system prompts us to call the next day to ask about questions and concerns since they have had time away.
