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Course Descriptions
Session 1 - Collecting the Right Way - Knowing the Law
Presented by Mark Goodman
When your office contacts students or former students regarding funds that are due, it is imperative that you know the laws and rules that govern such contact. We will discuss the Consumer Financial Protection Bureau (CPFB), Fair Debt Collection Practices Act (FDCPA), Telephone Collection Laws (TCPA), what you need to know about collecting "Time Barred Accounts" and other laws that apply when dealing with our students. When you complete this section of our workshop you will know the RIGHT WAY to collect and be aware of the Consumer Laws that govern the whats and hows that we must follow in the pursuit of our jobs.
Session 2 - Collections 101 - A Policy Driven Playbook
Presented by Scott Holmquist
The key to a successful in-house collection plan is Policy. Sharpen your collection playbook by revisiting these topics: effective collection letter series, payment plan structuring, financial statements, deferrals, disputes and settlements. A policy-driven collection plan saves your time, eliminates the anxiety of personal decision making and is fair to every student.
Session 3 - Active Shooter Survival Workshop
Presented by the UC Davis Police Department.
This dynamic workshop, geared to members of the campus community, presents strategies to increase the likelihood of surviving an active shooter incident. The presentation covers the three steps for increasing your chance of surviving an active shooter: Run, Hide and Fight. Staff from several academic departments and student services units participate with police officers in delivering the workshop. This team approach helps faculty, students and staff better relate to the scenarios and concepts demonstrated in the program which include demonstrations for attacking an attacker and taking away a handgun. Other topics covered include: 1. The will to survive 2. Identifying police department capabilities 3. Weapon identification for community members. The Active Shooter Survival Workshop emphasizes the need for communities to pre-plan for catastrophic events and shows them how to identify an active-incident safe space in the campus environment.
Session 4 - Self-Defense Training
Instructor, Rocky Twichell
A Self Defense Instructor with the U.C. Davis Police Department, Rocky has been a student of Martial Arts since 1982 and has earned numerous awards, medals and instructor-ships in his career. This course is designed to teach simple yet highly effective techniques to help you escape and/or stop a violent attack, emphasizing on skills that improve the student's ability to defend against a larger opponent. Each person participating will obtain an improved awareness of their surroundings and confidence in their ability to defend themselves.
Session 5 - Assertive Communication
Presented by Scott Holmquist
Assertiveness is the ability to honestly express your opinions, feelings, attitudes and rights, without undue anxiety, in a way that doesn't infringe on the rights of others. It allows us to take responsibility for ourselves and our actions without judging or blaming other people and allows us to constructively confront and find a mutually satisfying solution where conflict exists. In this course we'll practice techniques such as "I" Messages and Assertive Intervention.
Session 6 - Customer Service - With PMA
Presented by Scott Holmquist
This session on Customer Service explores the roles and responsibilities that students and university team members have towards each other, the significance of our personal views and the impact we make on others. We will discuss: leadership, campus cultures, the importance of your role and attitude, surrogacy, entitlement behavior, taking things personally and representing your school.
Session 7 - Compassion and Empathy Fatigue
Presented by Scott Holmquist
It is said that each time you heal someone you give away a piece of yourself. Many counseling professionals encounter a wounded healer type of experience. Collection professionals are exposed to hardships, objections, excuses, complaints, manipulation and abuse. By nature, the collections field is a toxic environment; it can deplete our empathy and compassion energies and even lead to fatigue and burnout.
Some of the symptoms of Compassion Fatigue can include:
Anger or irritability
Problems in personal relationships
Hypersensitivity
Compromised care for clients
Increased susceptibility to illness
Emotional exhaustion
Depression
Diminished sense of enjoyment/career
Recognize the symptoms of Compassion Fatigue in yourself and team members, find healthy ways to rejuvenate and take steps to avoid over exposure to this syndrome
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