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HES Support
Services
We provide education, training, assessment and advisory services,
to supplement and enhance your staff.
On-Demand Financial
Aid Training
Silent Service Assessment
Specialized Advisory Services
Foundation Services
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SUPPORT SERVICES
HES Support Services are especially helpful to
schools and organizations wanting to enhance enrollment
outcomes through improvements in compliance, the quality
of student service, operating efficiency, and systems
management. In most cases, we customize support services
to meet on the client’s needs and goals. Some examples
of support services include:
HES Silent Service Assessment™ – Secret Shopping
HES
Specialized Advisory Services™
HES
Foundation Services™
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HES SILENT SERVICE ASSESSMENT™
- SECRET SHOPPING
Many major industries use some form of secret
shopping to help evaluate the quality of their services
and products. It is very common for a bank or major
retailer to secret shop their customer service
operations to evaluate whether the service provided by
employees is meeting both company and customer
expectations. In our work with colleges and
universities, we find that the quality of service
provided by enrollment staff to prospective and
returning students influences enrollment outcomes.
Higher Ed Strategies, LLC is now offering a service
to the higher education community that provides
institutional leadership a tool to both evaluate and
monitor the quality of service provided to students. Our
Silent Service Assessment™ makes use of secret shoppers
trained to collect data and conduct evaluations of
products and services according to specific research
protocols within the higher education market. We
consider all forms of service delivery including print
and online media and the “in person” experience. This
third - party unbiased perspective on the quality of
service provided to students and parents helps colleges
and universities develop student - centered customer
service approaches by:
- Identifying gaps between institutional customer
service expectations and reality
- Identifying opportunities for operating
efficiencies by testing policies and procedures and
how they affect the student and parent experience
- Improving enrollment management operations by
identifying delivery system chokepoints and areas for
improvement
- Improving enrollment and retention through better
service delivery
- Coordinating services across departments.
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HES SPECIALIZED ADVISORY SERVICES™
Higher Ed Strategies, LLC can provide Specialized
Advisory Services™ to small institutions or programs
seeking assistance with the administration of financial
aid. These services augment an institution’s existing
staff with a consultant or small group of consultants
who are experts in financial aid. It offers the small
school or program the ability to capitalize on the
knowledge of experts in financial aid without having to
incur the expense of hiring a full-time financial aid
staff.
Most of our Specialized Advisory Services™ clients hire
a seasoned professional who assists with the day-to-day
administration of financial aid while using our
Specialized Advisory Services™ team to help meet
compliance requirements and periodic assistance with
financial aid processing. In today’s working environment
where frequent staff turnover is a reality, having a
team of experts ready to help maintain compliance and
cash flow is critical to both student satisfaction and
cash flow requirements of small schools and programs.
- Some of the benefits of this service include:
- Assistance with Program Participation Agreement
completion
- Assistance with FISAP completion
- Compliance guidance
- Policy and Procedure development and monitoring
- Compliance audit and program review support
- Processing support
- Assistance navigating the financial aid system
- Technology recommendations
- Due diligence related to the sale of transfer of a
school or program. top
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HES FOUNDATION SERVICES™
HES works with charitable foundations and non-profit
agencies charged with the responsibility of managing
college scholarship programs. Our Foundation Services
help clients manage the scholarship application process
and conduct financial aid need analysis on scholarship
applicants. Given the strong connection between
scholarship committee members and their communities,
clients find that HES is able to serve as an impartial
third party, eliminating potential conflicts of interest
among committee members or the organization’s board
members and scholarship applicants. top
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contact us
Higher Ed Strategies, LLC
860.386.6729
info@higheredstrategies.com
18A Pasco Drive
East Windsor
CT 06088
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