how to communicate how to connect how to promote success financial aid services
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GRCC at a glance
FAFSA’s received 12/13: 31,897
FAFSA’s matched 12/13: Matched by DOB, Name,
Social Security Number 27,892
Selected for verification: 10,457 37.5% of FAFSA’s matched 53.7% complete verification
process (5,622)
Visitors seen from May 2012 – May 2013: 38,090
Phone calls presented: 81,708
Answer rate: +80% (65,366) GRCC goal is 90%
FA Lab: March – May 2013:
1209 served
Service Hours: Monday thru Thursday 8 AM to 6 PM (summer 8 – 5) Friday 8 AM to 5 PM
Getting Started – What do students want to know?
How do I apply for financial aid? Does GRCC have my FAFSA? What do I need to do next? How do I get to my Online Student Center? Where is the “To Do” list? What do “holds” mean on my account? What financial aid do I have and how can I view it? What do I have to do to get a loan? How do I pay for tuition? How can I use some of my financial aid for books?
What questions are asked once classes start?
When do I get a refund? What happens to my financial aid/charges if I drop
a class(es)? What days can I use my excess financial aid to buy
books/transfer money to my Raider Card? If I am on probation (financial aid or academic) can
I drop a class if I have a good reason? Why are all my friends getting refunds and I
haven’t received mine yet? Why is my refund smaller than I thought it would
be? What happens if I withdraw from all my classes?
Financial Aid Charge: Train 80-100 staff
Assist FA staff in bridging the communication gap on campus
Provide tools to make students self-sufficientCommunicate new initiatives effectively (i.e.
multiple disbursements, enrollment participation confirmation)
Promote student success by empowering the student
Agenda for staff training
Financial Aid ProgramsInformation StationApplication and EligibilityFAFSA follow up and VerificationAwarding and Accepting aidTuition Billing and Buying BooksResidency, Raider Card and RefundsSatisfactory Academic Progress Enrollment ChangesHolds
How to communicate?
Financial Aid Information Station
Text and video formatsDesigned to provide tools for
financial success at GRCCLocated at
www.grcc.edu/financialaidFocus to assist students and parents
My Financial Aid Page
Customized work in progressFA StatusTo Do ListCompleted ItemsHoldsEnrollment Participation Confirmation
How To Connect
Communication Plans: Change in FA disbursement – two loan
disbursements per semester Enrollment Participation Confirmation Mandatory Orientation beginning WT ‘14 7 month plan
Communication Plan
Information given approximately twice a month through various methods.
Communication plan started in February 2012 through the start of the Fall semester
Methods: Emails - Student Portal GR Press Articles - Financial Aid Web
Page Banners on website - Social Media Posters,Table Tents - Blackboard Training of GRCC Staff - Robo-Calls Text Messages
Outcomes (positive)
Student Success Solutions
Focus on student knowledge – learning GRCC tools and using them
Proactive Outreach – Campus wide team efforts Email CRM tools Social media “You can do it” positive reinforcement New OSC rollouts/ New web rollouts
Student Success Solutions (con’t)
Proactive reinforcement of orientationSALT – Active FA debt management Listen and Act – Special ConsiderationsOn-demand FA Assistance
Completion of FAFSA Payment activities Loan processing Finalize class registration
Financial Aid Consistent Messages
Step 1. Apply FAFSA.govStep 2. Check Status of FA Application - OSCStep 3. View FA Awards –Accept/DeclineStep 4. Complete loan requirements
Accept/Decline/Reduce Offered Loan - on OSCEntrance Counseling at: www.studentloans.govMaster Promissory Note at: www.studentloans.gov
Step 5. Pay for tuition, books and expensesStep 6. Attend classes - review refund policies
Financial Aid Messages, cont’d.
Step 7. Activate Higher One Access CardStep 8. Understand your “holds”Step 9. Maintain Eligibility – Standards of
Academic ProgressStep 10. SALTmoney.org
GRCC Financial Aid Staff
Ann Isackson – Director of Financial Aid Paul Doane – Associate Director of Financial Aid Stephanie Forest – Associate Director FA Operations Mary Kay Bethune – Manager of Customer Services Jan Boynton – Office Manager (customer service – consortiums) Beverly Daily – Functional IT Analyst Sandi Glennemeier –Loan Specialist Andrew Masters –Loan Specialist Frank Minervini– Financial Aid Specialist (customer service) Brynne Roberts – Scholarship Coordinator/State Programs Kristine Welling – Financial Aid Technician (web & imaging) Financial Aid Specialist (customer service) Financial Aid Specialist (customer service) Contingency Staff:
Ken Fridsma, David Morris, Kimberly Flynn, Vicky Powers
616-234-4030