By Sari Krosinsky

There’s more to succeeding in college than academic prowess. Students have a lot to keep track of on the path from application to graduation – completing admission requirements, applying for financial aid, paying tuition, registering for classes, finding a job on campus, staying on track with core courses and major requirements, or getting a transcript sent to an employer or graduate school. The Division of Enrollment Management is working to make the process much easier.

Everyone in the division – from frontline staff to the vice president – is participating in a cross‐training intended to make student support services faster and more convenient. When the move of part of the staff to south campus is complete, the cross‐training will enable UNM to maintain two full‐service student support centers. The cross‐training will also allow staff to be redeployed to the busiest areas as needed to reduce students’ wait time. 

Admissions Advisor Allie Santiago, who has worked for UNM admissions since 2001, is among staff participating in the cross‐training that began in January. She said the training is already producing positive results. “The service has gotten better because we’re more knowledgeable.”
Since Santiago and other staff can help solve more problems, students can accomplish more with less legwork. “I don’t have to send them all over. They’re happy, and I know I gave them correct information,” she said.

Each area within enrollment management developed topical training modules. Financial Aid Manager Eddie Salazar is training staff for his area. “For a lot of people, financial aid is a black box, a mystery,” he said, adding that staff have been eager to learn and apply their new knowledge.

Salazar began working at the Financial Aid Office while he was a student and became staff in 2000 after graduating. He was part of the office’s Banner implementation team and helped develop Banner training for financial aid staff – experience that led him to become one of the new cross‐trainers.

He said the toughest part of the cross‐training has been time. For both trainers and participants, it’s a challenge to maintain customer service and other regular duties while also training and moving.

The cross‐training has three stages. The first, an online training developed with Employee and Organizational Development, gave an overview of Banner forms followed by a proficiency test. In the second phase, staff got a review and hands on practice at the Lobo Lab. The third stage will provide advanced training and operational planning for Student One Stop staff.
Santiago said the sessions at the Lobo Lab have been the most helpful part of the training so far. She researched questions on financial aid, registration and other areas and practiced accessing and processing student records through the different interfaces for each department.
She’s also looking forward to future trainings. “There’s always more to learn,” she said.

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