Bursary Newsletter - Issue 1 - Volume 1 Quzrter Aug-Oct - 2020-21 Final

BURSARY NEWSLETTER
VOLUME 1, ISSUE 1 | QUARTERLY [AUG. 2020—OCT. 2020]
INSIDE
Performance Management
Spotlight on S.A.S.S.
Rewards and Recognition
The Effects of Covid-19
THE UWI BURSARY’S STATEMENT OF PURPOSE
“DEDICATED TO CUSTOMER SERVICE & FINANCIAL INTEGRITY”

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Editor’s Note
Greetings Colleagues,
In this 1 st issue of our Quarterly SASSYBILL Newsletter, we have embarked on producing a
very exciting and interesting catalogue of the moments shared between both sections of
Billings & Receivables/ S.A.S.S. Units within the first quarter of the academic year August—
October 2020.
We reflect as a Unit and share the many challenges and successes we have experienced over
the few months.
You will be introduced to the Financial Planning Team and there will be special focus on the
SASS Unit. The topic of Health & Wellness during this Covid-19 pandemic will be explored
and also the impact on our operations.
We end this issue on a lighter note as we always do to lift our mood and energy. Always try to
focus on something positive throughout your day to relieve yourself from all the negativity
that is being faced.
Sit back, take a read and enjoy the focus on our SASSYBILL Unit. Please also feel free to
send us your feedback and suggestions.
In this Issue
1. Performance vs Targets: Billings & Receivables/S.A.S.S.— Page 3-5
2. The Financial Planning Team— Page 6
3. Rewards and Recognition.— Page 7-8
4. Spotlight on S.A.S.S.— Page 9-10
5. Random Highlights Page 11
6. ‘Surviving’ with Covid: Page 12
7. Crazy Corner— Page 13-14
Special Welcome to our newest team members and congrats to all
the persons acting in various capacities
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Performance vs Targets
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Billings & Receivables/ S.A.S.S. Unit
W
hen we are engaged in the business of providing a
service to customers, it is important to ensure that
a high service delivery is maintained at all times. Consistency
and Efficiency will always lead to Productivity.
It is imperative that ALL team members are aligned to
this shared vision to ensure the success of the operations.
We will examine the concept of Performance vs Targets.
It is often the misconception for persons to interchange
the meaning of the terms, “Performance” and Targets”.
These are often seen as mutually similar, however, there
are differences between the two. Targets are the goals
and objectives that are set to be achieved. Performance is
the measure by which we assess for the completion of the
goals and objectives.
One of the policies that the Billings and SASS Management
Team has mandated, is that the team adhere, to the
service delivery that is promised to the customers. For
the 2020/21 academic year, the team members received
their performance targets from their supervisors for
which they are expected to execute accordingly.
It is important that the agreed targets are practical and
also measurable. The Key Performance Indicators S-M-
A-R-T rule is considered here.
-Specific: It has to be clear of the goal being
set. There should be a clear understanding between all
parties involved of the objective.
-Measurable: There has to be a measure in order
to determine the standard.
-Achievable: The goal has to be attainable.
-Relevant: The target has to be in accordance
to the Unit’s objectives or else it is irrelevant.
-Timely: It is important to state the value of
the objective in time. Every objective must have a time
frame in which it is to be achieved. 1
Each Team member is reminded to ensure that these targets
are maintained as will have an impact on their overall
performance. We operate in an evolving environment
which requires for us to think, operate and deliver differently.
A quote by management consultant, Mr. Peter
Drucker is used to highlight the points mentioned,
“Efficiency is doing things right. Effectiveness is doing
the right things”.
We re called to rise to these challenges and continue to
deliver at a high level. Together We Can and Together
We Will.
Submitted by
Lincoln Gordon
1 Source: https://hr.wayne.edu/leads/phase1/smart-objectives
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BILLINGS AND RECEIVABLES/SASS UNIT
Quarter 1 Report
AUGUST 1, 2020 – October 31, 2020
Item
#
1A
1B
2A
3A
3B
3C
4A
4B
Strategic Initiatives
Financial Reporting
Financial Reporting
Financial Reporting
Financial Reporting
Process Automation
Financial Activities
Financial Activities
Financial Activities
Collections Enhancement
Collections Enhancement
Key Performance
Indicators
Preparation of Audit
Schedules prepared
5 th
(change to the 7 th )
Preparation of Bursar
Reports on the 7 th
working days
3 Collection Agency
Reports submitted to
the Collection agency
3 Delinquency Reports
submitted
6 Completion of automation
projects
moved to production
by 31-7-2021
Fees uploaded to accounting
software
system
Reconciliation of Student
Loans Bureau
Account completed
Tuition Budget Preparation
Modify Budget
Two new collection
agencies formerly
engaged
Reduction of accounts
receivables for:
A. Students
B. Recoveries
C. scholarships
Performance Targets
Submit
Audit Schedules by
the 5 th working day
Submit Bursar Reports
by the 7 th
working day
Submit monthly
reports by the 6 th
working day of
each month
Submit monthly
reports by the 6 th
working day of
each month
Complete 6 projects
inclusive of
Credit Bureau and
Refunds
95% of Fees uploaded
by August
21, 2020
Reconciliation completed
and submitted
August 24,
2020
Submit modified
Budget October 31,
2020
Agreement signed
by Nov 30, 2020
30% reduction
over last financial
year excluding
MoE, Gate, 138SL
and UHWI
Actual Achievements
Sept for Aug-7th
Oct for Sept.-
13th
Nov for Oct-10th
Sept for Aug-
11th
Oct for Sept.-9th
Nov for Oct-10th
Sept 8, 202
Oct 7, 2020
Nov 10, 2020
Sept 8, 2020
Oct 7, 2020
Nov. 8, 2020
Late Registration
Process
85% achieved.
Submitted on
Aug 17 & 21,
2020
Comments
On time
3 days late
On time
2 days late
On time
On time
On time
On time
On time
On time
On time
On time
Completed Oct
2020
Received late-
27-Jul-2020
100% Achieved Submitted on
time
1 st sent Sept 7 th
2 nd sent Nov 20
Request was
revised
100% Achieved Oct 12, 2020
40% overall reduction
between
last year and this
year 1 st qtr.
Reduction in
registered numbers
contributed
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Item
#
Strategic Initiatives
Key Performance
Indicators
Performance Targets
Actual Achievements
Comments
4C
4D
Collections Enhancement
Collections Enhancement
Monthly preparation
of tenants’ statements
Recommendation for
Write Offs
5A Process Review One recommendation
drafted by June 2021
6A
8A
9A
9B
10A
Institutionalize
Staff Appraisal
Strengthen Internal
Controls
Rewards &
Recognition Programme
Rewards &
Recognition Programme
Enhanced communication
Draft all Performance
Objectives/targets
Modify/Develop IC
instrument by Dec 31,
2020
Establish 2 rewards
and recognition initiatives
Implementation of
initiatives
3 (1-1/2hrs) Staff
meetings held during
the year
Two days after receipt
of information
from EMD.
Pending no adjustments.
Submit recommendation
for write
offs by Jan. 31,
2021
Submit recommendation
for improvement
to processes
Submit all signed
performance objectives/targets
by
August 28 2020
Administer IC survey
twice in the
year and share
findings with the
BRS team by June
2021
Submit draft Sept
30, 2020
Implement initiatives
by October 1,
2020
Meetings to be held
on the third working
week in November
2020
Not Achieved
$10Mil from
JCRS submitted
to Bursar in Oct
2020
Removal of JV
preparation for
Salaries & Stores
sent
Achieved
N/A
Proposal for staff
social
Letters of recognition
& certificates
given
Achieved
Statements sent but
not on time
Submitted to FRU in
Oct 2020
1 st meeting held on
Nov 13, 2020
10B
Enhanced communication
Quarterly Billings &
Receivables/SASS
Newsletters
Draft and submit
quarterly newsletter
N/A Due in Nov 2020
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The Financial Planning Team
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Mrs. Jacqueline Scott-Crossley
Ms. Stascia Gordon
Ms. Leisa Powell
Mr. Lincoln Gordon
Manager (Actg.)
Assist. Manager (Actg.)
Supervisor
Supervisor (Actg.)
T
he Financial Planning Team consists of Mrs. Scott-Crossley,
Ms. Stascia Gordon, Ms. Leisa Powell and Mr. Lincoln Gordon.
The team meets every other Monday at 9am.
The team focuses on creating, implementing and monitoring
strategies to reduce the University’s receivables as well as creating
greater efficiency through automation. Each member is
responsible for a particular portfolio for which special focus and
targets are set and report on performance at each meeting
which is reviewed by the Financial Manager, Mrs. Scott-Crossley.
The assigned areas are:
Ms. Stascia Gordon -Commercial Entities
Ms. Leisa Powell—Scholarships
Mr. Lincoln Gordon—Students
Commercial Entities
This portfolio is based on non-student related entities. It should
be known that the Billings & Receivables Unit is responsible for
handling the accounts of a number of commercial entities on the
campus.
Invoices are sent monthly and the requisite follow-ups done to
ensure timely payments are received.
Scholarship
This portfolio is focused on the Billings and monitoring of all
Scholarships accounts. While the Office of Student Financing is
responsible for providing scholarships to our students, it is the
responsibility of the Billings office to ensure that these accounts
are billed accordingly and payment obligations are honoured.
Students
This portfolio is focused on student direct receivables. The responsibility
here is to ensure that student accounts are monitored
to ensure that students are making payments to settle
their balances. It also involves implementing strategies to address
the issue of non-payment, such as providing Payment Plan
options, enforcing a Delinquency Task team (collections), employing
an external debt collection team and also to address
accounts with financial discrepancies.
The team meets to discuss the issues surrounding each portfolio
and implement strategies to address same. The Manager who
leads these meetings, reports on these matters to the Bursar, in
the newly established monthly collections meetings.
The Financial Management Planning Team wishes to assure the
team that these portfolios are being addressed vigorously and
carefully. The Financial Planning team would also want to
acknowledge and thank the entire SASSYBILL team for their
efforts, as these portfolios are a direct part of All our responsibilities.
Thank You All!
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The Management of Billings & Receivables/SASS recognized the contribution of its members.
Lincoln Gordon—Acknowledged for his efforts in re-engineering the Tuition Installment Plan in response to
the University’s effort in providing flexible payment solutions to students.
Rodger Smart—Recognized for the major role he played in executing the successful automation of the Late
Registration process. The process is now more accessible and convenient for all students.
Leisa Powell— Highlighted for her efforts in the successful implementation of the reduction in miscellaneous
fees that was applied to student accounts. This was a major project that had significantly affected all registered
students.
Kimberly Henry—For her initiative during this pandemic to document the process for students to successfully
make payments from their personal NCB accounts to their student accounts. A viable solution/alternative to
make payments.
Presentation to
Leisa Powell
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The Billings & Receivables and the S.A.S.S. Unit want to highlight and recognize the contribution of all its
members. The success and effectiveness of the Unit would not be possible without the significant contribution
of the entire team. Each individual serves a significant purpose in the execution of all the objectives of
both Units. The Management team of Billings and S.A.S.S. salutes every single member.
Email Marathon
We awarded and recognized the efforts of our Agents who were the top performers in our email marathon
exercise. This exercise was in response to the large backlog of emails to the SASS customer service account
when the UWI decided to modify the Installment Plan to accommodate our students.
Special thanks to Ms. Khadejra Golding for winning the top prize. Second place went to Ms. Iyesha Maxwell
and Ms. Camille Cooper was third rounding off the top spots.
1st Place Winner
Khadejra Golding
2nd Place Winner
Iyesha Maxwell
3rd Place Winner
Camille Cooper
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S.A.S.S.
T
he SASS Team has seen its fair share of changes over the past few months. One of those changes
being that Lincoln Gordon is currently the acting supervisor for the Unit and is tasked with the responsibility
of ensuring the effective execution of all the duties of the SASS team and to provide a World
Class Customer Service experience to the customers.
S.A.S.S. Team
The S.A.S.S. team comprises the Customer Service officers, Call Centre and Delinquency sections. Each
section has specific responsibilities which focuses on addressing student financial matters.
Customer Service—Process walk-in customers, prepare statement and tuition letters, process Installment
plans applications, and assist students with financial matter.
Call Centre—Responds to all incoming calls, emails, live chats, and WhatsApp messages that comes in
to the section.
Delinquency Unit—Handles all delinquent student accounts of the University. This team is charged
with the herculean task of collecting from delinquent students.
The start of the academic year 2020/21 has already proven to be filled with challenges. The Covid-19
pandemic has led to a delayed reopening of the school and registration, indecisiveness as to the delivery
platform for courses, among many other issues, all of which impacted our normal operations.
A wise person once said, ’good cream always rise to the top’, and our SASS team did just that. We attacked
the thousands of email queries, Whatsapp messages and telephone call from our customers.
Take a bow guys!
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Delinquency Unit Team
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H I G H
L I G H TS
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THE
of
C
ovid-19 has significantly affected every individual
across the globe either directly or indirectly. The
pandemic has affected us socially, economically and
emotionally. We have had to adjust our lives around
the reality of the nature of the disease. Jamaicans in
general have been constantly reminded through various
mediums and entities to practice safety protocols
to ensure the containment and prevention of the
spread of this deadly virus.
The University of the West Indies, Mona, has also established
a task force charged with ensuring that it
follows a strict safety protocol to ensure the safety of
its members. Even though the University has managed
to resume operations amidst the pandemic, protocols
have been implemented to ensure that the
University remains safe and compliant as ordered by
the Government of Jamaica. Through careful planning
and execution, the University managed to utilize its
resources to offer online courses to students and
made it possible for its staff to also work from home.
It has been very challenging for the University to operate
during this time. The University has had to adjust/loosen
many of the financial restrictions to allow
students to enroll and continue with their studies.
Our Unit, The Billings & Receivables/Student Administrative
Services Section has been in full operation
mode to ensure that the University stays afloat with
its collection. We have had to be creative and strategic
with all of our portfolios to ensure that we remain
efficient. Mrs. Scott-Crossley has lead this charge and
continues to break ground in charting the way forward.
The team has managed to push through all these
challenges while ensuring that all safety protocols are
observed. The S.A.S.S. section have undergone various
changes such as:
reducing face-to-face contact with walk-in customers,
reduce staffing with the Call Centre to observe
social distancing protocols,
provide sanitizers and disinfectants for the staff as
well as to the customers,
handling all walk-in queries at the front desk
which was retrofitted with glass panels.
The SASS section has also made their online presence
more available for customers. Customers are
able to contact the section via telephone, email,
live chats and WhatApp.
Gentle Reminder
Wash hands for 20 seconds after using the rest
room.
Sanitize your work area every morning
Always wear your masks
Always practice social distancing
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We have all heard an ol’ Jamaican saying in some point of our lives. See how best you
can complete the sayings below. If you cannot complete without cheating, then you are
too young.
1. Can carry Donkey guh well ________________________.
2. Donkey seh worl’ ________________________________.
3. Wah sweet nanny goat ___________________________.
4. Cyaan ketch quako ______________________________.
5. Chicken merry, hawk deh _________________________.
6. In front a dog a missa dog, but backa dawg ___________.
7. Anno every kin’ teet, _____________________________.
8. Sorry fi mawga dawg _____________________________.
9. When trouble ketch yuh __________________________.
10. Patient man ride _______________________________.
Now from point 1 to 10, can you say whatthey all mean?
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Credit: https://www.pinterest.com/pin/99149629282836455/
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Produced by the Financial Planning Team | Copyright 2020
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