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Events and Programs
Events and Programs

2016 Student Financial Services Conference

March 13-15, 2016
The Peabody Memphis Hotel
Memphis, TN


Sunday, March 13

8:00 amPRE-CONFERENCE PROGRAM: Registration
9:00 amPRE-CONFERENCE PROGRAM: Bursar Fundamentals

Lissa Perrone
Doug Schantz, Wittenberg University
Kimberly Wagner, Elgin Community College

This preconference is designed for those new to the business office, student financial services, or the higher education workplace, or those who just want a refresher on the core responsibilities of the student accounts area.
Note: A separate registration and additional fee ($119 member, $149 non-member) is required to attend this pre-conference program. You can register by selecting "Register Now" above. The program will run from 8:30 am- 3:00 pm.  Lunch will be provided.
1:30 pmRegistration and Exhibit Hall Open
2:00 pmOptional Session: Financial Aid Update

Melissa Stone, University of Delaware

Not involved in day-to-day financial aid operations but want to hear about upcoming changes to the key regulations? This general overview is for those who want to learn more about what their financial aid offices are facing in 2016. With a focus on FAFSA changes, including Prior-Prior Year (PPY), and the implications these changes may have on your institution, this interactive session will provide you with plenty of opportunities to engage with your colleagues and ask questions.
*This session will be repeated during the main conference*
3:30 pmWelcome and Opening Remarks

Melissa Stone, University of Delaware

3:45 pmManaging “Up” and “Across”

Howard Teibel, Teibel Education Consulting

When discussing how to manage staff, most think of their direct reports.  Instead, this interactive session will allow attendees to see how they can manage relationships “up” with their superiors as well as “across” with colleagues in different departments at their institution.
6:00 pmHappy Hour in the Exhibit Hall

Monday, March 14

7:00 amNetworking Breakfast in the Exhibit Hall
8:00 amGetting Your Ducks in a Row

Gina Curry, California State University, Sacramento
Anne Gross, NACUBO

NACUBO's Student Financial Services Council is active on a number of fronts, and helps oversee many of the association's efforts to better serve you. Learn about current undertakings and projects designed to help you do your job and contribute to your institution's - and your students' - success. The second part of the session will take an in-depth look at what colleges and universities need to do to implement the Department of Education's revised cash management rules.
9:20 amCommon and Emerging Best Practices for Disclosing and Managing Tuition Refunds

John Fees, Gradguard
Michael Reynolds, Auburn University
Peter Tom, University of Southern California

Explore the growing impact and frequency of student medical withdrawals and the increasing cost of the financial losses experienced by institutions and families. An institution that clearly discloses its refund policy and offers a convenient method to enroll in tuition refund insurance leads to new levels of financial protection for both parties.  This session will reveal common and emerging best practices used by schools to provide notice to each student to ensure compliance with the Higher Education Act.
9:20 amFinancial Aid Update

Melissa Stone, University of Delaware

Not involved in day-to-day financial aid operations but want to hear about the changing regulations this coming year? This general overview is for those who want to learn more about what their financial aid offices are facing in 2016. With a focus on FAFSA changes, including Prior-Prior Year (PPY), and the implications these changes may have on your institution, this interactive session will provide you with plenty of opportunities to engage with your colleagues and ask questions.
9:20 amVeteran’s Issues Roundtable

Peter Gallagher, Thomas Edison State University
Wendy Pursell, Kutztown University

This fully interactive roundtable discussion will review veteran issues that affect business and bursar offices nationwide. Hear from two institutions on issues such as minimizing financial loss, payments, certification models (dual versus single), the impact of withdraws, academic engagement monitoring, the recent Choice Act, and more. Come prepared to discuss veteran issues at your institution and how you are working to solve them.
10:30 amRefreshment Break in the Exhibit Hall
11:00 amDoing our Part for Retention: Targeted Communications, Electronic Forms, and Collaboration

Chelsea Larson, University of North Dakota Main Campus
Matthew Lukach, University of North Dakota Main Campus

Hear how one institution reorganized from a compartmentalized environment to a collaborative customer service office and developed great relationships across campus to gain trust and buy-in for their customer service initiatives.  These initiatives were based on retention and student experience.  Targeted communications, electronic form development, and collaboration with their campus partners has expanded their ability to effectively communicate to and retain students.
11:00 amImplementing a Student Financial Responsibility Agreement

Janet Burkhardt, University of Denver
Bryan Dickson, NACUBO

Financial responsibility agreements ensure that students understand their obligations and protect the institution from risk of default. Learn what a good agreement should address and how to gauge campus climate, prepare student accounts staff, and implement the agreement.  Review applicable laws and regulations including the Fair Debt Collection Practices Act, the Telephone Consumer Protection Act, and Title IV and IRS notifications.
11:00 amStaffing Changes- A Hidden Opportunity?

Laurie Buck, Attain, LLC
Mary Eisenbraun, Bismarck State College
Kristy Harner, Lee University
Melissa Stone, University of Delaware

We have all experienced staffing changes that ultimately impact the everyday productivity and efficiency of the Student Financial Services Office.  These events often leave us in search of how to transform this obstacle into an opportunity. It is important to assess and understand the environment of the office on both a personnel and operational level. In this roundtable discussion we will talk about the challenges and gather ideas on what others are doing in times of big changes.  Come ready to share your ideas, experiences, and questions.
12:10 pmLunch in the Exhibit Hall
1:20 pmMicromessaging: Why Great Leadership Is Beyond Words

Stephen Young, Insight Education Systems

A central thread in the fabric of great leadership is the ability to inspire the performance of others across all diversity dimensions. This is most effectively accomplished through the micromessages we send. The micromessages, or MicroInequities, are often the sole manifestation of unconscious bias. This session will provide tangible examples of their direct impact on internal and external performance.
*The Leadership Series is supported by a generous contribution from TIAA.*
2:40 pmAn Open Conversation with the SFS Council

Gina Curry, California State University, Sacramento
Melissa Stone, University of Delaware

Take advantage of this opportunity to discuss common issues and share ideas of importance to the SFS community. ou will have the opportunity to submit questions in advance and offer others in the session. Members of NACUBO's Student Financial Service Council will facilitate the ensuing discussion. Be sure to bring your business cards.
2:40 pmEmbracing Technology for Concurrent Enrollment

Kathy Meloon, SUNY Genesee Community College
Lyndsey Oliver-Farewell, SUNY Genesee Community College

Hear how one institution implemented flexible registration to solve the administrative and customer service problems that occurred in the student accounts office for students with dual enrollment.  This automation has saved countless man-hours by providing an online interface for students to apply, register, and pay in a single transaction.  Review best practices, the implementation timeline, pitfalls and the benefits of cross-departmental communication to streamline what used to be a labor-intensive, manual process.
2:40 pmInstitutional Loan Programs and Emergency Aid

Sarah Bauder
Olivia Kynard, Holyoke Community College

College completion isn’t just about earning academic credits. Unmet financial obligations and unexpected student account shortfalls can stand in the way of a student’s ability to complete their college education.  Learn how one institution successfully implemented an institutional loan program and enables students to purchase books and supplies prior to the start of classes with advances. Hear how the Gates Foundation is helping design flexible emergency aid structures that safeguard institutional funds yet quickly respond to student needs— while also empowering them to be financially capable.
3:50 pmRefreshment Break in the Exhibit Hall
4:20 pmPerkins Loan Program: Moving Forward or Closing Out?

David Glezerman, Temple University
Anne Gross, NACUBO
Chris Stompanato, Heartland Campus Solutions

The Federal Perkins Loan program has once again narrowly escaped elimination with a limited extension until September 30, 2017. While the program's long-term fate is unknown, participating colleges would be well served by taking steps to ease the way forward and plan strategically for the future. Learn how the new lending restrictions and the Department of Education's plans and processes for an eventual end of the program will affect your lending strategies for students and understand what you can do in advance if the "wind down" becomes reality.
4:20 pmStudent Retention-From a Financial Perspective and Beyond

Shawn Mathis, Hendrix College
Chris Simon, Hendrix College

Look at retention on a grander scope than only taking into account risks related only to finances. Explore data gathering techniques that interweave finances with academic success, athletic involvement, and social life on campus. Then, hear how one campus used this data to target high retention risks and used various resources to be more proactive in keeping students through graduation.
4:20 pmUsing Cross-Departmental Teams to Enhance Customer Service

Wendy Pursell, Kutztown University

Does your campus community get a consistent answer when asking the same question in different student-centered areas?  Do students get lost or stuck in the “transfer loop”, or worse yet, just give up?  Communication is the answer. Hear how one institution created two team approaches to gain consistency and better serve their community by enhancing customer service.  Cross-departmental teaming and business process teams solved their issues and might just solve yours too.

Tuesday, March 15

7:00 amNetworking Breakfast in the Exhibit Hall
8:00 amWashington Update

Liz Clark, NACUBO
Anne Gross, NACUBO

With President Obama’s second term in its final months and Election Day approaching in November, explore the current state of play in the nation’s capital. Understand the political climate and the road ahead as we move toward re-authorization of the Higher Education Act. Learn about recent regulatory and legislative actions - including changes impacting the federal education tax credits and IRS Form 1098-T.
9:20 amContinuing the Conversation on IRS Form 1098-T

Gina Curry, California State University, Sacramento
Anne Gross, NACUBO

Join an open forum about everyone's favorite tax form, the 1098-T. How will schools that have been reporting in Box 2 make the transition to Box 1? Meet others who use the same student information system to compare notes. Bring your questions (and, if you have then, some answers) to share.
9:20 amProcessing Modular Curriculum Withdrawals

Bethany Welsh, Augusta University

Cut through the confusion and survey the business process for modular curriculum withdrawals while adhering to Department of Education policy. This session will cover the initiation of the student's intent to withdraw through the processing of the student account and potential refund and/or the return of Title IV financial aid.
9:20 amStudent Financial Literacy and Social Media - Making an Impact on Your Campus

Doug Schantz, Wittenberg University

Walk through a three-step process and identify how you can enhance or start a financial literacy initiative on campus. Review various social media channels and examine resources, trends, and social media #fails. From smoke signals to tweets, explore effective approaches to maximizing communication and social media trends to assist in outreach efforts.
10:30 amRefreshment Break in the Exhibit Hall/Hotel Checkout Break
11:00 amSafeguarding Data

Kristy Harner, Lee University
Wendy Pursell, Kutztown University

With the recent data breaches making headlines across the nation, it is important to have processes and training in place in order to safeguard our own information and the information of our students in our offices.  This is not a high level IT perspective.  From passwords and laptop security to shredding and email phishing, there is a great deal to consider. Explore what others are already doing and what else can be done to assist in safeguarding data for institutions.  Come ready to share current practices, new ideas, and questions.
11:00 amStreamlining Your Cancellation for Non-Payment Process by Using LEAN Methodology

Lisa Knox, Clemson University
Anna Litzenberger, Clemson University
Karen Robbins, Clemson University

Learn how one institution streamlined its cancellation for non-payment process by using LEAN methodologies. This session will show you how the institution identified waste in its current processes and how it reached a future state process. Learn to identify customer needs, eliminate waste, and reduce process and lead time for functional departments, as well as implement a strategy for continuous improvement.
12:10 pmProgram Adjourns

Program Overview

2016 Student Financial Services
March 13-15, 2016

Estimated CPEs:14


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CPE Information

NACUBO is registered with the National Association of State Boards of Accountancy (NASBA) as a sponsor of continuing professional education on the National Registry of CPE Sponsors. State boards of accountancy have final authority on the acceptance of individual courses for CPE credit. Complaints regarding registered sponsors may be submitted to the National Registry of CPE Sponsors through its website:

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