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DRAFT Financial aid information for students:What we are changing and why.

Financial Aid Office (FAO), Mt. Hood Community College, November 2011

+Remember that earlier is better.

You are one of millions who apply for aid nationally each year.

You are one of many thousands who apply for aid at MHCC each year.

A dilemma: you want to apply early (in January), but you also want to make sure you provide accurate income tax information (and certain forms don’t come out until late January or February).

+When you apply for aid you join a line that takes time to go through.

What the College is doing:

Set priority deadlines for each term.

Workshops and proactive measures.

What the student can do:

Meet deadlines and turn in requested info.

Check MyMHCC frequently.

Keep contact information current.

Maintain satisfactory academic progress.

+Priority deadlines to apply for aid.

Aid requested for:

File FAFSA by: Complete MHCC documents or file by:

Summer February 1 April 1

Fall May 1 July 1

Winter August 1 October 1

Spring December 1 February 1

+After you apply for aid …

You have asked for financial help by applying. Applying is just the beginning.

In 7-10 days after you apply, MHCC will receive your application material.

Then one of three things happens. (And then getting to “file completion” – all documents in – can take weeks.) (For this overview, we are setting aside

dozens of supporting actions that take place.)

+One of three things happens.

You have to provide documentation. This will happen to most students for 2012-13; OR

You get an offer of aid. But there is still info you may need to turn in – check MyMHCC frequently and respond quickly; OR

You are not eligible for aid. This may happen, for example, if you do not make satisfactory academic progress. See if you can appeal.

+Once your file is complete … how it works now.

Your file goes into a stack (it’s actually digital).

Files are taken first-come, first-served.

This is to try to be fair to students.

As we’ll show, we are creating “express lanes” where we can.

+Once your file is complete … how it works now (continued).

It’s not just that your file is in a stack. There are stacks of stacks in sequence by date.

So the 1st, 2nd, and 3rd stacks have to be done before the 4th stack (the July 5 completions in this example).

How many students in each stack? It depends. Hundreds might complete files on a given date (“pending review date”).

1st group July 1 files

2nd group July 2 files

3rd groupJuly 3 files

4th groupJuly 5 files

+But there’s a challenge with the current approach.

Can you see what it is?

Each stack includes students who had to and did not have to turn in documentation.

So both groups of students are waiting, but one group would be ready to award now.

That may be fair within any given date.

But it raises problems across a range of dates. Let’s see why.

+What happens across multiple dates in our current process?

Students who were “good to go” (green $) on July 2 wait for students who completed on July 1 – including ones who had to have documentation reviewed.

The delay for “good to go” students is often longer – it can take 10-12 weeks before a given review date is reached during peak periods.

A student “good to go” in week 1 might still be waiting 12 weeks later.

Files completed July 1 get awarded first.

Files completed July 2 get awarded next.

+Look at it another way.

The current system makes students who are ready for aid wait, often many weeks, behind other students who have to provide documentation and may need extensive review.

This is no different than: Insisting that all bank customers stand in line to see a teller

when many just need a quick visit to the ATM. Making shoppers wait for a busy clerk when they have a

small purchase good for an “express” line or self check out. Forcing drivers to sit in gridlock when they could use

carpool.

By applying “first-come, first-served” to all students, we miss the chance to serve all students faster.

+Look at it another way (continued). A major principle that student services professionals

follow:

Treating everyone the same (equally) is not the same as treating everyone equitably (fairly in differing situations).

Letting “good to go” students flow through will free up staff time to help students who have to provide documentation.

This change in overall approach and philosophy leads to Solution #1 on the next page.

+Solution #1: Technology

The Financial Aid Office (FAO) manager is devoting the rest of 2011 with IT to upgrade technology.

The goal? Set up systems so all “good to go” students can flow through immediately to receive awards.

This will help 30-40% of students.

Students still need to check MyMHCC and respond quickly to all requests!

+Solution #2: Streamlining

Reduce “stop signs” where we can.

We cannot control federal rules, but we can help students through those regulations by being proactive.

Processes, forms, and communications are being simplified.

Student input via ASG and individual students is being sought.

Any steps that exceed federal or College requirements will be reviewed and if possible eliminated.

+Solution #3: Forms and documents

Many thousands of documents flow to the FAO annually.

Many are handled in a manual fashion, and require scanning and key entry.

We are developing digital solutions so forms and information can be submitted electronically.

+Solution #4: Staffing

The number of staff in FAO has been under review for a year or more.

Staffing has been evaluated using National Association of Student Financial Aid Administrators tools.

Some additional new staff have already moved into the FAO.

Two new one-year appointments begin soon (continuing positions to follow).

Outside processing support is being considered.

+Solution #5: Organization

Comprehensive reorganization of the FAO is underway.

“Back office” (processing) interfaces with Business Office and handle awards, file reviews, technology, etc.

“Front office” (counseling) handles advising, FAFSA preparation, appeals, outreach, proactive work, communications, etc.

There will be two managers – one for the back office and one for the front office.

+Solution #6: Office traffic hours

Hours of phone and walk in traffic are limited to allow staff to make more student awards.

All info a student needs to find current award status is on MyMHCC – there can be a lag for recently submitted documents.

Improvements to MyMHCC are under review.

During processing closed hours, assistance is still available at a greeting desk, which will be a part of “front office” operations.

Students have multiple options to turn in required documents.

+Solution #7: Customer service

We provide excellent internal and external customer service.

“External” refers to students and public – providing clarity, accurate information, empathy, and caring relationships.

“Internal” refers to other College employees – providing support, trust, innovation, and professionalism.

+Solution #8: Reconfigured space

The space formerly used by Veteran Services will be the space for the “front office” (counseling) manager.

Proposals for remodeling the front counter are being considered, with input from all stakeholders.

The new configurations will enhance student privacy, Title IV compliance, and staff security.

+Solution #9: Strategy and assessment

With improved systems, we expect and hope all students apply for aid.

Strengthened financial aid will strengthen enrollment and completion.

Customer service (internal and external), goal setting, business intelligence, data analytics and forecasting, and other tools will become part of the FAO.

FAO services will be assessed annually, qualitatively and quantitatively.

+Conclusions Numerous steps are under way to improve financial aid.

This presentation is an overview of the main themes.

We want students who are “good to go” to flow through to immediately get awards.

That will free up staff time to help students who are required to turn in more documentation – all students will win.

We want all students to apply for aid. Many who are eligible do not apply. Increased total Pell grants from MHCC also help increase Perkins, which in turn will help other students.

Vision: FAO matches and strives to exceed speed, service, friendliness, clarity of tools and publications, and ease of use compared to any competitor institution.

+Acknowledgements FAO staff deserve kudos for their hard work. They deliver aid

faster than some of the larger neighboring institutions.

Students and employees are thanked for input, and support.

Budget Review Team, President’s Cabinet, and president are thanked for support of an extensive innovation fund request.

The FAO invited and supports the changes that will land us in a much better place to help students. We do recognize that change can be challenging and hope it may also be fun!

Ongoing development has involved the input and vision of FAO staff, Christi Hart, Luis Juarez, Robert Cox, David Minger, President’s Cabinet, faculty, students, and consultants.

(Prepared 11/13/11 D. Minger; rev. 11/30/11)