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Customer Service, Confidentiality and Security

EASFAA 2009

Allene Begley Curto

Springfield College – School of Human Services

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The Customer Service Agenda What is Good Customer Service? What are the rules that we must follow to

protect and inform students? What are all the types of communication

that we use for customer service? How do we use the rules to improve

communication and customer service and not hinder either?

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What is Good Customer Service? Provides accurate and helpful information

in a timely manner Minimizes the amount of time that the

student must spend to follow up Reinforces the sense of “team” supporting

the student Reassures and warns

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Confidentiality and Security Who has a right to know what? How do we limit access to those who

have a right to know? What policies, procedures and practices

will protect our students? Maintaining confidentiality and protecting

security of information is essential to good customer service!

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FERPA FTC Red Flag Rules Gramm-Leach-Bliley HIPPA Federal Student Aid Consumer Information Uncommon Sense

What are the Rules?

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Family Educational Rights and Privacy Act Protects the privacy of student education records Gives the student the right to inspect records but we

do not usually have to make copies Gives the student the right to request a correction or

place a statement in the record Requires us to have written permission to release

information

FERPA

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Without Consent to: Necessary School

Officials Other schools to which

student is transferring Auditors Financial Aid Judicial order,

subpoenas Health, safety

Directory Information:

Defined by the School Name Address Telephone number Date and place of birth Honors and awards Dates of attendance

What Can We Release to Whom?

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Releasing Information Directory Information may be released – we

are not required to release unless judicial order or subpoena, federal audit, etc.

Student may “opt out” of release of directory information. No release unless one of the required exemptions!

Directory information can still compromise student’s security and confidentiality!

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Security of Financial Information The Financial Services Act (Gramm-

Leach-Bliley) requires policies for handling and protecting financial data

The Federal Trade Commission (FTC) requires us to have an information security program

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Federal Trade Commission Information Security Identity Theft Prevention Programs (Red Flag

Rules) Must provide for the identification, detection and

response to patterns, practices, or specific activities that could indicate identity theft

Must be in place by August 1, 2009 Required for schools that participate in Perkins or

offer institutional loans or payment plans

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Privacy of medical records (HIPPA)

Medical records are protected by the Health Insurance Portability and Accountability Act (HIPPA)

Medical Records are not usually part of the educational record. FAO does not usually keep medical records but sometimes…….. Disability services Loans discharged due to disability

Once a medical record becomes part of the educational record, it is covered under FERPA.

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What Are We Required to Communicate? Federal Student Aid Consumer Information

Missing persons procedures Textbook Information College Costs and Transparency

The Clery Act (Campus Crime Reports) Solomon Amendment (Information to the

military)

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Communication and Service While Meeting All The Rules

How do we serve the student and protect their information and communicate effectively with:

The Student? The Family? Other Agencies assisting the family? Other Departments at the School?

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Is All of Our Communication Effective? Timely? Secure? Pleasant? Professional?

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Types of Communication E-mails Letters Phone Calls Statements of Account Appointments/Walk-ins Orientations/Info Sessions Publications Web Site

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E-mail An e-mail is always unsecured! No SSNs,

minimal confidential information To whom is it sent? Are they authorized to

have that information? Is it the correct person?

You are also sending that e-mail to anyone and everyone to whom one of the recipients decides to forward it!

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E-mail (cont.) E-mails are easily misunderstood E-mails are easily ignored E-mails are easily forwarded (with or

without changes!) E-mails are almost impossible to “take

back”! In some states, certain information is illegal

to include in an e-mail!

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Letters Correct Name? Correct Address? Correct spelling and grammar? Tone of the letter? Concise but with full and accurate

information? Frequency?

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Phone Calls Identify yourself Identify and authenticate the person with whom

you are speaking Be prepared to deal with stress Refer or follow up when it can’t be resolved on

the phone Know to whom they should be referred! Practice tone/responses Timely Responses

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Statements of Account

Students are confused by the statements! Become familiar enough with statements

to explain or clarify to student Use Info Sessions and Orientations to

explain or clarify the statements Know when they are being sent. Expect

additional calls and questions!

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Appointments/Walk-ins Let students know when they can “walk in”

and when they can set an appointment Make sure they are referred to the correct

person Be prepared when they have an appointment Contact student with changes Follow up on “no shows” What is discussed at “the counter”? Is it

confidential?

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Orientation/Info Sessions Fine tune your presentation Prepare for Q&A Have handouts available Is the information accurate and up to

date? Always remember we are all

ambassadors!

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Publications Up to date and accurate information No conflicting information in different

publications Clear and easily referenced Available to students

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Tips Customer Service is a TEAM sport! Remember that the student is under stress! Remember that you may also be under stress! Let others (Office mates? Supervisor? Other

Departments?) know what you need to be able to respond in the way that you would like

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Resources – Web Sites ED www.ifap.ed.gov FTC www.ftc.gov NACUBO

http://www.nacubo.org/Initiatives/FTC_Red_Flags_Rule.html NASFAA www.nasfaa.org AACRAO on-line FERPA Guide http://

www.aacrao.org/ferpa_guide/enhanced/main_frameset.htmlEduCause (sample programs for Red Flag) http://www.educause.edu/Resources/Browse/IDTheftRedFlag

s/34457

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Resources – PublicationsED Save Your Money, Save Your Identity Balancing Student Privacy and School Safety

FTC Protecting Personal Information, A Guide for

Business Fighting Fraud With the Red Flags Rule

AACRAO Solomon Amendment Brochure

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Questions?

Allene Begley CurtoAssociate Director of Financial AidSpringfield College – School of Human Servicesacurto@spfldcol.edu