Midwest Association of Student Financial Aid Administrators

MINNEAPOLIS, MN OCTOBER 18-21

MASFAA: TIME TO REFOCUS

Midwest Association of Student Financial Aid Administrators

The following is a presentation prepared for MASFAA’s 2009 Conference in Minneapolis, MN, October 18-21, 2009



Refocusing Refocusing Our Offices Our Offices

via Technologyvia Technology

Randy J. UlsesRandy J. UlsesUniversity of Cincinnati • Cincinnati, OHUniversity of Cincinnati • Cincinnati, OH

Betsy JohnsonBetsy JohnsonOwens Community College • Toledo, OHOwens Community College • Toledo, OH



Session AgendaDigital culture & impact on the

aid officeCase studies of two officesDiscussion of issues on horizon

and other offices



Reasons to Implement ChangeRapidly changing technology

environmentDigital ability and expectation of

students◦ Average graduate has spent 10,000+ hours on

computer/video games, e-mail, Internet, cell phone, and instant messaging

“Paperless office”Cost savings

◦ Paper, postage, staffing



Factors for ChangeWhat other driving forces or

motivation are behind current electronic processes?

What limits exist?



Case Study



Campus OverviewPublic 4-year

◦ Founded 1819◦ State university since 1979

Research I◦ Uptown Campus (8 colleges)◦ Academic Health Center (4 colleges)◦ 2 branch campuses (2-year programs)

32,000 (1994); 39,000 (2009)85% retention (2009)26,000 aid recipients

◦ $300 Million◦ 19 staff in SFAO (+ One Stop)Un

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Philosophical ShiftsEnrollment management

emphasis of cache over concernsE-mail (as with your job)Aid process should be minimalOne StopE-billing/closing of Cashier’s

OfficeUn

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Resulting Changes13 to 4 primary processing staffAdvisor shift

◦ Professional judgment◦ Proactive◦ Expanded service

Paper & in-person to 24-hour Web

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Unusual Moves Now NormNo paper awardsNo paper bills/in-person

paymentsCharge for credit card usageAhead of online registrationImaging as storage only

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Next?Text messagingBlogsSocial networks

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Student ExperienceReduced stepsSelf-service (though some is

simulated)24/7Connected & independent entry

pointsWeb as AdvisorFinancial issues v. financial aid issuesU

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Office ExperienceConcentration on “garbage”Processing v. status checkingStaffing realignment & attrition cutsSFAO seen as leader

◦ Online processes◦ Student adjustment◦ Scholarship leveraging

One Stop & efficiencyUn

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Case Study



Campus OverviewPublic 2-year

◦ Founded 1965Location

◦ Toledo Campus◦ Findlay Campus ◦ 2 learning centers (SOURCE downtown and Arrowhead

Maumee)16,662 (1999); 23,606 (2009)14,000 aid recipients

◦ $80.5 Million◦ 20 staff (6 part-time)

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Campus OverviewContinued growth, but no new

staffOpportunities with technology

◦ Banner 9900 aid year◦ Onbase imaging system 0001

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Student Experience2002-03 (prior to Web registration!)

◦ Banner Web◦ One paper letter◦ Not interactive; viewing online only

2003-04◦ Postcard referring to viewing on Web

2004-05◦ Postcard to new students only

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Student Experience2005-06

◦ Paper letter to all students with brochure explaining Web info

2006-07◦ Form completion available on Web

Authorization Form Policy Review Form

2007-08◦ Accepting/declining loans onlineO

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Office TechnologyStreamlined processes

◦ Loan worksheets◦ Verification worksheets◦ R2T4◦ Automated packaging as much as possible◦ Return loan funds via EFT◦ Utilize Banner & office-specific reports

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College TechnologyTelephone systemDirect deposits of refundsID card systemSingle sign on

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Aid Industry TechnologyElectronic MPNsOnline entrance/exit counselingCODFAA Access on WebNSLDSStreamlining of ED functions

◦ Common ID & password



Mirroring the Business WorldE-mail & WebPodcastsText messagingChat roomsBlogsFacebook & other social

networking sites



Best PracticesStudent serviceStaff productivitySchool imageBudget savings (after initial

investment)



ChallengesFinancial support at implementationTechnology staffing & on-going

supportContinual shifts in how

students/families get information or use aid office

Concerns over effect on recruitment/retention



DiscussionExperiencesResources Idea sharingCommentsQuestions



Contact InfoRandy J. Ulses

◦ [email protected]◦ 513-556-3511

Betsy Johnson◦ [email protected]◦ 567-661-7883

Documents

Midwest Association of Student Financial Aid Administrators