Tuesday - June 12, 2018 1:00 p.m. John G. Karrer Annual Golf Tournament Location: Green Lakes State Park Golf Course 7900 Green Lakes Road Fayetteville, NY 13066 https://parks.ny.gov/golf/14/details.aspx Join your colleagues for a round of golf and help support the John Karrer Memorial Scholarship Fund. All skill levels are welcomed and encouraged to participate. Players should be at the course by 12:30 p.m. sharp on Tuesday! Wednesday - June 13, 2018 8:00 a.m. 5:00 p.m. Conference Registration Chamber of Commerce available 9:00 a.m. 4:00 p.m. for dining and visitor information Foyer 8:00 a.m. 11:30 a.m. Business Partner Set-up Concurrent Pre-Conference Sessions (Open to All Conference Registrants) 10:00 a.m. - 11:30 a.m. Bursar Fundamentals Presenters: Susan Kirwan, Binghamton University & Kevin Smith, Canisius College This pre-conference session is designed for those who are new to student accounts, student financial services, the higher education workplace, or those who just want a refresher on the core responsibilities of the student accounts area. 10:00 a.m. - 11:30 a.m. Front-line Staff Customer Service Presenter: James Garrant, Flywire This pre-conference session is helpful for staff and supervisors on the front line of in-person, phone and email customer service. Training will focus on how to connect with the customers and illustrate how to handle customers on the phone, in-person, responding to e-mail messages, and dealing with challenging customers. It will also target ways for supervisors to keep staff motivated and positive.
Wednesday - June 13, 2018 Continued 12:00 p.m. Welcome/Opening Remarks Nancy Ducci, NYSOBBA President 12:00 p.m.-1:00 p.m. Lunch 1:00 p.m.-2:30 p.m. Keynote Speaker Bathabile Mthombeni, J.D., Binghamton University Managing Conflict in a University Setting: Why Won t You Just Listen to Me?! The Anatomy of a Dispute and the Physiology of Fear Discover why the fear of death is at the bottom of your major disagreements and the reason why you can t negotiate your emotions. 2:30p.m.-3:00 p.m. Refreshments with the Business Partners 3:00 p.m.-4:00 p.m. Happy Dogs Don t Bite : The Magical Power of Empathy to Tame the Angry Beast Presenter: Bathabile Mthombeni, J.D., Binghamton University Learn the quickest way to deescalate a fight, why it happened in the first place, and how to manage the hurt that can keep you up at night. Global Payment Trends and the Local Campus Presenter: John Cartwright, Flywire The continued globalization of the local campus brings with it unique challenges. Sending or receiving money internationally can add to the daily stress on your institutions staff, negatively impact cash flow, and create a negative experience for students. Complexities related to receiving international payments include: growth and changes to international student demographics, increase fraudulent activity and shifting regulatory policies at home and abroad. We will update these issues with a mix of informative content and interactive dialogue designed to help you see developing trends and emerging international payment options.
Wednesday - June 13, 2018 Continued 4:15 p.m.-5:15 p.m. Your Students Are Changing Are You Ready to Change with Them? I Hope So! Presenter: Paul Aries, Nelnet Higher education institutions are about to experience a generational shift in the students you serve. As Generation Z begins their journey in higher education and Millennials shift to alumni, institutions are exploring different communication methods in order to meet evolving student and alumni expectations. Just as the way you communicate with these students will change, the technology you use will need to change right along with it. In this session, we will start to learn the traits of the next generation and how to use social media to improve communication and operational efficiencies to meet the right now service expectations of a new generation of students. One Stop Shop Solutions and Integrated Financial Aid & Student Accounts Office Presenters: Joe Weglarz, Marist College & Kevin Smith, Canisius College This session will provide an overview of how integrated student services can be developed at your institution with the goal of streamlining the delivery of student services. The presenters will discuss student services integration across several dimensions, including virtual, physical, and organizational integration. By deconstructing operational silos, streamlining processes, and cross-training staff, operational efficiencies and improved student satisfaction can be attained. The presenters will highlight their successful one stop shop office and participants will leave with a thorough understanding of various approaches to creating an integrated services model on their campus. 5:30 p.m.-6:30 p.m. Fun Walk Location: Downtown Syracuse Meet at the East Onondaga St. Lobby Entrance 6:30 p.m. Dinner on Your Own
Thursday - June 14, 2018 8:00 a.m.-5:00 p.m. Conference Registration Chamber of Commerce available 9:00 a.m. 4:00 p.m. for dining and visitor information Foyer 8:00 a.m.-9:00 a.m. Breakfast 8:45 a.m.-9:00 a.m. Morning Announcements Nancy Ducci, NYSOBBA President 9:00 a.m.-10:30 a.m. Directional Leadership: How a Compass Connects Your Community Presenter: Christopher Short, Dragon360 This workshop allows participants to explore four primary work styles, as a tool for self-reflection and leadership growth. It encourages participants to delve more deeply into their strengths and weaknesses in all four styles, in the context of leadership and a working team. The purpose of this exploration is to enable participants to articulate at a higher level why they work the way they do, as well as identify skills and strengths they would like to enhance. It also is a tool for bolstering team accountability, by pushing people to consider the way in which their style(s) plays out on a team and how each person might become better at changing work styles to balance a team or fit a given work situation. 10:30 a.m.-11:00 a.m. Refreshments with Business Partners 11:00 a.m.-12:00 p.m. Implementing a Student Financial Responsibility Agreement Presenters: Bryan Dickson, NACUBO and Joe Weglarz, Marist College Financial responsibility agreements ensure that students understand their obligations and protect the institution from risk of default. This session will discuss the advisory report from NACUBO and sample language that colleges and universities may want to consider in developing such agreements. Also learn about Marist College s experience with implementing and using their student financial responsibility agreement.
Thursday - June 14, 2018 Continued 11:00 a.m.-12:00 p.m. Protecting Your Piece of the PII: Gramm Leach Bliley Act and Red Flag Rules Presenter: Scott McGlynn, Coast Professionals This session will review school s responsibilities under GLBA and Red Flag Rules, discussing the history of the act, what is PII and provide practical steps to for compliance of the elements of GLBA. 12:00 p.m.-1:00 p.m. Lunch and Business Meeting 1:00 p.m.-2:30 p.m. HESC Update Presenter: Lisa Simpson, High Education Service Corporation Our colleagues from HESC will provide an update on Excelsior Award change with requirements, certification and payment processes since we met in June 2017. Also updates on the New York State Tuition Assistance Program (TAP) and Targeted Scholarship, Loan Forgiveness and Award Programs they service. 2:30 p.m.-3:00 p.m. Refreshments with Business Partners 3:00 p.m.-4:00 p.m. Financial Wellness Education for College Business Officers Presenter: Clemente LaPietra, Monroe College This session will consider the exchange that occurs at the various contacts with students using a short list of touchpoints and discuss what financial literacy know-how Business Officers should have to enable them impart financial wellness education to their students at the various points of contact. Customer Escalation Management Presenter: James Garrant, Flywire This session will focus on understanding that how we respond to rude, angry and erratic behavior is often the key to defusing it. We ll discuss effective techniques to identify warning signs that can lead to a crisis, use verbal and nonverbal techniques to defuse a situation before it can become violent, assess risk and choose the least restrictive intervention to keep yourself, your colleagues, and the people in your care safe. Also, steps or suggestions on how to develop an office escalation plan and hierarchy of referring up will be provided.
Thursday - June 14, 2018 Continued 4:15 p.m.-5:15 p.m. Navigating and Surviving the Jungle of Collections: What Educational Institutions Need to Know! Presenter: Harry A. Strausser III, Interact Training & Development The collection function is one of the most complicated and stressful parts of managing student accounts. In this interactive, dynamic session attendees will receive an update on industry rules and regulations, discuss the challenges and pitfalls of the collections process, review policies and procedures core to the success of a recovery program and discover the growing need to manage your outside collections vendors. Your speaker is a second generation collection professional and active speaker in the collections field for over 30 years. Transparency: Helping Students and Families Take Informed Action Presenters: Gail Ferreira, Tuition Management Systems and Joseph Creney, NGI Group LLC (GradGuard) This session will focus on helping families make an informed decision by presenting the right information at the right time in a manner that encourages better decisions. In this presentation you will: learn how your institution can present a cost-neutral credit card payment solution that also presents lowest cost options to your payers, see examples of a disclosure tool that can present and capture agreement in an auditable fashion and the results achieved by other institutions, review case studies and results from schools who have implemented informed action programs from student housing to college refunds and see the value of informed choice & the power convenience. 6:00 p.m.-7:00 p.m. Cocktail Reception Location: Persian Terrace 7:00 p.m.-10:00 p.m. Banquet Dinner and Entertainment Location: Persian Terrace
Friday - June 16, 2018 8:00 a.m.-9:00 a.m. Conference Registration Foyer 8:00 a.m-9:00 a.m. Breakfast 8:45 a.m.-9:00 a.m. Morning Announcements/ Basket Raffle Results Nancy Ducci, NYSOBBA President 9:00 a.m.-10:30 a.m. Washington Update Presenter: Bryan Dickson, NACUBO We are one year into the Trump administration and midterm elections are just around the corner. Will we see a reauthorization of the Higher Education Act this year? What new regulations are being promulgated? NACUBO s government relations team will share what s happening in Washington both on the Hill and at the federal agencies that might impact your office and your campus. Bryan will also discuss the state of play on 1098-T reporting and the end of the Perkins Loan program. Explore the impact of the new administration on the issues important to higher education and where we stand now on student aid, veterans programs, immigration, healthcare, and tax reform. 10:30 a.m.-12:00 p.m. Information Exchange/Birds of a Feather Locations: 2-year Public Keuka Room 4-year Public Hemlock Room 4-year Private Canandaigua Room Here is your opportunity to meet with your colleagues to discuss the hot topics of the day and to share information. Bring your operational and regulatory questions so all can discuss and offer solutions and ideas for managing various situations our office deal with day to day. The breakouts will be organized by type of institutions.