Erin Henry

Customer service is a key component on how to sustain a culutre of compliance.

The loss of trust by a student is damaging with real consequences for the student and does not allow us to uphold our mission.  

I learned more on how testimonials are subject to misrepresentation.  Importance of understanding all aspects of where misrepresenation can arise.   

The affirmative vs superlative chat is a great resource for all associates to have on hand for reference.  

The importance of training faculty on representations, especially in the online environment.  Alot of focus is placed on Admissions/FA/GES.  Training on representations being accurate, complete, transparent, AND documentable is important for all roles on campus to understand.  

I did not realize that states are required to license and oversee distance ed schools (if it is being offered to residents of that state) and even if the school is located out of state.  

Empowering everyone that they have a profound impact on the culture of compliance that extends beyond policy.  To achieve a true culture of compliance, everyone must understand the why behind it/student's best interest.  Also, empower associate to not be afraid to be transparent and who that relates to trust.