"The Power of Connection Through Change"


Day/Meeting Location




May 12, 2020




4:00 – 6:00
Corporate Partner Set up


4:00 – 8:00

Conference Registration 


5:30 – 6:00

Corporate Partner meeting






May 13, 2020




7:30 – 8:30



7:30 – 8:30




8:30 – 9:00

Presidents Welcome & Opening Remarks


General Session


9:00 – 10:15

Navigating Future Change

Sometimes life just gets in the way. Do you ever think, “Why can’t things just go the way I want for a change?” or “Why can’t people just leave me alone?” This hilarious and provocative presentation shows student finance leaders how to motivate students, face stress and buoyantly navigate the future.

Through stand-up comedy, audience engagement and analogy, we will learn to do more with less and unfold the reality that navigating the future has replaced change management.

Jody Urquhart


10:15 – 10:45

Break with Corporate Partners


General Session


10:45 – 11:45

U.S Department of Education – Update

Attend and learn about upcoming changes and how they will affect your institution. The Department of Education will present the most up-to-date information related to federal student aid programs. You have lots of questions and here is your opportunity to get answers.

Barbara Hoblitzell



11:45 - 1:00




General Session

1:00 - 2:00

The Impact and How to Manage AB 1313

With laws passing to end student transcript withholding for unpaid balances due in California, schools need to leverage existing connections and review and improve collection strategies to avoid increasing their bad debt. Join us as we navigate AB 1313 and proposed legislation in additional states that seek to remove what some are calling a student’s “catch-22” of not having their transcript to get a good job to pay off their debt.  Engage with the speaker and conference attendees on how to improve collections strategies while remaining in compliance with the law.

Robert A. Schuerger, Law Offices of Robert A. Schuerger & School Representative TBD

 2:00 - 2:30Break with Corporate Partners 

Concurrent Session


2:30 – 3:30

Business Office I – Customer Service, Policy & Procedures, University Resources, Outreach

Megin Soriano, Caltech & Marisa Martin, UW

Concurrent Session


2:30 – 3:30

Business Office II – Cash Management, Rules of Federal Dollar, R2T4, Confidentiality, Record Retention

Robyn Bongartz, WSU & April Ewing-Miles, USC


3:30 - 3:45

Transition Break


Concurrent Session


3:45 - 5:00

Self-Renew in Change and Build Resilience

Humor helps. The ability to laugh at life helps us deal with daily disappointments and setbacks. Humor gives professionals the nerve to serve in our increasingly complex and challenging environment. Join us as we demonstrate how humor helps you stay in control, stay positive, and maintain balance and perspective.

Jody Urquhart

Concurrent Session


3:45 - 5:00

Roundtable: Best Practices for Cashiering Operations

We learn best from each other!  This interactive roundtable will allow you the opportunity to ask, “How does your campus do this?”.  It will also allow you to share and gain valuable information on cashiering operations best practices and operational efficiencies.

Shay Holmes, SFSU



5:30 - 6:15

PacWest SFS Cocktail Reception


Free Time





May 14, 2020




7:30 -8:30




8:30 – 9:00

General Remarks


Concurrent Session


9:00 – 10:00

You Can’t Get Blood Out of a Turnip But You Can Get More Money From Your Students

Collecting on delinquent accounts is probably the most painful, least liked process in any university bursar’s office.  Overworked staff, positions that aren’t filled due to budget constraints, and outdated, manual processes that only exacerbate the problem.  What strategies and technology are out there that not only help our staff but also assist with student retention and help students become more financially responsible?  Join us to hear how Washington State University and the University of Northern Colorado revamped their collection tactics over the last year with great results.  We’ll explore their approaches and provide a road map to more money for your institution!

Geri Landwer, Bursar, University of Northern Colorado
William Culey, Systems Admin, Washington State University
Ed Mercado, Account Specialist, Washington State University

Concurrent Session9:00 – 10:00

Succession Planning and Change Management - Using Connections to Promote & Empower

Typical talk of succession planning centers on executive leadership roles and grooming the next in line via the “mentor-mentee” model. Succession planning implemented by a single individual or centered on a single individual rarely works and most universities lack the resources to implement planning at the organizational level. This session will cover why the single next in line strategy often fails, how succession planning and managing change should be rooted in performance management, the elements of effective strategies and how to take a broad view of succession and connections to build stability.

Amanda Bierbrauer, Portland State University


10:00 – 10:30

Break with Corporate Partners


Concurrent Session


10:30 – 11:45

Developing a Collection Agency RFP and Vendor Oversight Checklist

Developing an RFP can be a time-consuming and confusing process due to the extensive regulatory requirements we must incorporate.  This session will review the type of information you should include, a rating model for evaluating bids, and the type of information you should review on a regular basis to ensure your third-party agencies are in compliance with contract requirements.  You will learn to review common RFP elements and structure,   evaluate a vendor oversight checklist, and we will discuss some best practices for these tasks.

Lori Hartung, President

Concurrent Session10:30 - 11:45

Transitioning Away from Federal Perkins

With the legacy Perkins loan program in a wind-down mode, many schools are wondering what to do about their Perkins loan portfolios. Some individuals may be intimidated by the Perkins assignment process and don't know the best way to approach such a project. This session will cover this critical topic plus provide a review of the Perkins Distribution of Assets procedure.

Chris Stompanato, ECSI


11:45 – 1:00



Concurrent Session



1:00 – 2:00

Six Success Factors of Student Success

Six success factors of student success (Directed, Focused, Nurtured, Engaged, Connected and Valued) as they relate to learning communities like the Puente Program and special populations; veterans and students with disabilities. According to the RP Group research, students are more likely to succeed when they are Focused, Directed, Nurtured, Connected, Valued and Engaged.

Rosina (Zina) Chacon, Ed.D                    Norco College, Riverside City College District

Sandra Buenrostro, MS, CRC Counselor/Consultant, SBSA Services

Concurrent Session1:00 – 2:00

Effectively Managing Student Accounts and Collections Towards Institutional Success

Student Accounts department is critical in helping colleges and universities to get a grip on Accounts Receivable, improve institutional bottom line, increase retention and safely navigate economic uncertainty. This session will focus on the role of Student Accounts in safeguarding the financial well-being of the university, and on effective management, best practices, monitoring and analyzing Accounts Receivables and Collections, meaningful metrics and shifting institutional focus to AR centric collaborative model. We’ll go over proactive controls over data accuracy and integrity, measures to minimize preventable receivables, policy and procedural decisions, collections methodology and tips and using technology tools for greater departmental efficiency.

Ilia Moldavski, Brandman University


2:00 – 2:15

Transition Break


Concurrent Session


2:15 – 3:15

Effective Leadership, How to Promote Staff Retention and Development

Two different universities share their insight on how effective and proactive leadership can promote team engagement and retention.  We will share our approaches and seek your input on how to engage employees and unlock their full potential so they feel valued.  We will also discuss how to hold positive and valuable coaching sessions, and build a culture of productivity and loyalty. Additionally, we will explore why supporting the progress and advancement of teams helps with retention and develops effective leaders.

Marisa Martin, UW & Shay Holmes, SFSU

Concurrent Session2:15 – 3:15

Creating a Culture of Financial Wellness

Are you looking for a way to help students be more in control and feel less stressed about their finances? Come learn how Stanford University is approaching this challenge and creating a culture of financial wellness. We will explore the Stanford Mind Over Money Financial Wellness Program model for 1. democratizing access to a path to financial wellness for all students, 2. teaching knowledge and skills that support positive financial behaviors, and 3. affecting change on our campus around money so that students can be happy, healthy, and high-achieving.

Dena Zlatunich, Stanford


3:15 – 3:45

Break with Corporate Partners

General Session



3:45 – 5:00

Ask the Attorney

Come join his session where you may ask your questions as it may relate to the collection industry, bankruptcies, litigation and trends.

Chad Echols



5:30 - 6:30

PacWest SFS Hosted Dinner


Casino Night

6:30 - 9:45

DJ & Gaming Tables


May 15, 2020




7:30 – 8:30




8:30 - 9:00

Opening remarks


Concurrent Session


9:00 – 10:00

Birds of a Feather Banner & Peoplesoft

This session is a very informal gathering for those interested in the ERP systems of Banner and PeopleSoft.  Don't miss this special session designed to meet/talk with your peers about anything and everything. There is no way to replicate the power, energy, enthusiasm, and pure joy of connecting with each other. Join us and watch the extroverts talking and introverts connecting. Consider the word ‘change’ in our conference theme and be an ambivert!!

Dena Zlatunich, SU & Robyn Bongartz, WSU

Concurrent Session9:00 – 10:00

Birds of a Feather Colleague, Workday, and Homegrown

This session is a very interactive conversation about Workday, Colleague, or Homegrown systems.   Come to discuss your systems, your challenges, your dreams/transitions to new systems, and just have an open conversation on what works and what does not work for your team.

April Ewing-Miles, USC & Marisa Martin, UW


10:00 – 10:30

Transition Break/Check Out


General Session

10:30 – 11:30

NACHA Secure Payment and PCI Compliance

John McElroy, TouchNet & Martha Wilson, (school TBD)


11:30 – 11:45

Closing Remarks




Conference Concludes