Ok no surprise with my unexpected departure let's call out the dealings with Vocado. Software to save money at the direct expense of getting rid of people. Questionable contracts and take a look at who is supporting them and why. I will put together some facts and post them here. Let's put some truth on here.
8 replies (most recent on top)
Amen brother. I know your pain as does everyone else working as an FA.
File complaints with external complaints as well. Blaming and firing FAs for the messes that are created by wacked out computer systems and 'whipping' FAs to stay on top of all the duplicate tasks created by SRM and to monitor the mistakes being made by Vocado. Constant state of checking and re-checking work that has already been done, because you can't trust the computers to be doing the right thing. SRM and Vocado are out of control as is our method of sending and receiving mass quantities of emails. How much can be accomplished in an 8 hour day? Firing people under premise of low performance is discrimination when the computers are causing much of the performance problems mixed with lack of support or performance enhancement from management. Management just thinks you are supposed to figure it out by yourself. Normally a task it completed, you set a date for next follow up and move on to next account. Some managers allow advisors to just go in and reset dates in SRM and not put in extensive notes or actually 'work the case'. Others demand a novel of notes and to work everything on one case before moving on to next case (how much time per case does this involve). Now we have to keep double checking and tripling checking Vocado, SRM and even People soft and file Help Desk tickets up the wazoo to get a second opinion from the financial aid office on the status of an account. Ecerts fail, FA term panel fails, documents don't upload thru FAW. SFS can't see documents that are supposed to be in WIN, so they are waiting on documents that are on file. People don't make good notes and when and FA reads the notes to student to find out the notes are wrong, the FA is blamed for not taking 45 minutes to review the whole account and blamed for incorrect notes by another advisor and advising student off those notes. EACH FA should be able to take care of their own accounts and not have to support other accounts as well as their own, it confuses students and it confuses who should be blamed for mistakes. There is ALWAYS something else you COULD have done according to manager. I have worked accounts for teammates by reviewing SRM notes, IS3 notes, WIN and filed ticket with SFS via IM and sent an email to assigned FA and promised student call back from assigned FA and still got email from manager that this was not enough. Your best world class efforts are never enough. Finance Advisors that have been with this company for 5, 10 or more years are SUDDENLY having performance issues that seem to coincide with the whole university changing to 8 separate colleges. massive re-codes of students who are on their 5th set of new advisors, with the whole university being audited by HLC, Dept of Defense, FTC, SEC, with enrollment at all time low, with being on the block for sale, with the shareholders suing the company....yeah Finance advisors are suddenly under performing. Most of the advisors left are busting their humps to keep up if they 'think' they can keep their jobs...while others have given up and are waiting for the axe to fall. Basically the managers are just finding way to blame the advisors for anything that goes wrong instead of helping them or having their backs. If a sub-par student using profanity (code of conduct behavior) calls and abuses advisors the managers agree with the student and gives them a new advisor (they are running out of advisors for transfers) or give them a write- off and blame the advisor w/out even talking or reviewing the account with the advisor before throwing them under the bus. How do long-term employees suddenly become crap? How much training did each of us get on SRM and Vocado? How many managers actually know how these systems work? How many cases do you need to work in a day on SRM to be considered a 'good' performer? What is working a case? Pushing a date out? Prioritizing your own work? Or being micromanaged and being constantly told what to do? How many emails do you have to respond to within a 24 to 48 hr period? How many emails go out through SRM as a template and the student's reply comes back through Microsoft, so you have to cut and paste the reply (for flow of records) into SRM? So email out thru one system and reply comes back in another system? Total break in flow and ability to keep good records. It so stupid. How many minutes does it take an advisor to work a case? Eight hours in a day with 15 minutes per case would by 32 cases per day. I have had cases down to 75 on Friday and come in on Monday and now have 350 and most are mutant duplicates. Expired credit card cases for student accounts where the student has not attended since 2006. Accounts Receivable cases that are military accounts being paid by TA's or Voc Rehab or P911 and they may not get paid for 90 to 120 days. I got cases coded to me with balances over 600 days past due and I get blamed for that...I was not the finance advisor on file when the balance occurred, but I take the hit for the past due balance and the balance may be from a Return lender, a short-pay from VA for a retake or dropped class. ...you can try and collect from VA on a long term non-payment but they run on fiscal years and if you don't get money from them within a specific fiscal year, then you are out of luck...UOP is so desperate to collect money they will try to collect on Old, Old accounts and from a valued VA customer in a messed way. Direct Bill employer accounts were originally set up to pay UOP regardless of grades and then VA or employer would to the student for balances on failed or dropped classes; now the system is all hosed by VA sending debt letters to get overpayments back for failed or dropped classes and then a VA student is contacted 6 to 9 months after a failed or dropped class to pay a balance that all the sudden appears and they thinks we are crazy for coming after them for money because we had to send money back to the VA or a corporate employer. The finance advisor gets the abuse from the student and we are supposed to BS the student with a bunch of professionalism and a script to try to get money from them and keep them in school...when most of them have the balance because they quit a long time ago and we are supposed to talk them in to re-entry and fin aid or PELL or payment plan to pay their balance or send them to collections. Bad computers systems and processes and no liason between UOP and VA and Corporate accounts to work out how accounts get paid properly and in timely manner and not a bunch of collectors chasing people around for recalled monies and balances that appear 6 months after a student quit attending. Lot of info, but very true....it's easy to blame the advisors for poor management and a company that is spirally out of control within it's own disorganization. Stop on Demand application should work consistently to stop recording student's private info (credit cards) when they are giving this info to finance advisors. This system does not work and so private info is not being protected and recorded. No good reporting this to tech support or managers (they just think it's standard operating issues). Long term employees know all these things and are being blamed for things that are not their fault as smoke screen for a reduction in workforce...there should be several external agencies investigating UOP; EEOC, DOL, OSHA, SEC... FTC is still investigating, but doesn't seem to be working too fast due to UOP withholding information. There are good advisors here that are not being given GOOD TOOLS to get the job done correctly the first time instead of having to keep reworking cases when the system goes mutant and clears students that are not clear and closes out cases or creates massive duplicates of cases causing rework. Negligent management...people should not be terminated for made up performance issues caused by mutant computer systems and inaccurate or sub-par processes. Complaints should be filed and investigations done to stop the inappropriate treatment of good employees trying to do their best for their students.
Sadly, I know FA's that will do exactly that. Even though it was our fault that we never got them certified.
It's not that bad. Look at it this way, keep stringing the idiots along and tell them they are getting paid soon. Keep telling them for weeks, then months the same thing. Typically the class will be over and they will have flunked it. Immediately send them to collections. It is that simple.
Good, hopefully the students run. Put this rat nest out of business.
Vocado is making students drop faster than dead house flies. Please tell us what you know.
Vocado is a mess. It is not doing financial aid processes correctly and students have to be "rolled back" to PS all the time. I don't understand why they continue with conversion when the system isn't even doing what it's intended to do. I heard all students are to be in Vocado by August.
Were you one of the four FM's that were let go? They said 9 FM's had to go, they got 7 volunteers so that would mean only 2 would be let go. Yet, to the surprise of many, 4 were let go bringing the total up to 11