HOW TO COMMUNICATEHOW TO CONNECT

HOW TO PROMOTE SUCCESS

Financial AidServices

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

My Financial Aid Page

Enrollment Participation Confirmation

“Earn As You Learn”

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

Questions