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Midwest Association of Student Financial Aid Administrators

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 Our Offices via Technology.

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Midwest Association of Student Financial Aid Administrators

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  1. 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

  2. Refocusing Our Offices via Technology Randy J. UlsesUniversity of Cincinnati • Cincinnati, OHBetsy JohnsonOwens Community College • Toledo, OH

  3. Session Agenda Digital culture & impact on the aid office Case studies of two offices Discussion of issues on horizon and other offices

  4. Reasons to Implement Change Rapidly changing technology environment Digital 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

  5. Factors for Change What other driving forces or motivation are behind current electronic processes? What limits exist?

  6. Case Study

  7. Campus Overview Public 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) University of Cincinnati

  8. Philosophical Shifts Enrollment management emphasis of cache over concerns E-mail (as with your job) Aid process should be minimal One Stop E-billing/closing of Cashier’s Office University of Cincinnati

  9. Resulting Changes 13 to 4 primary processing staff Advisor shift Professional judgment Proactive Expanded service Paper & in-person to 24-hour Web University of Cincinnati

  10. Unusual Moves Now Norm No paper awards No paper bills/in-person payments Charge for credit card usage Ahead of online registration Imaging as storage only University of Cincinnati

  11. Next? Text messaging Blogs Social networks University of Cincinnati

  12. Student Experience Reduced steps Self-service (though some is simulated) 24/7 Connected & independent entry points Web as Advisor Financial issues v. financial aid issues University of Cincinnati

  13. Office Experience Concentration on “garbage” Processing v. status checking Staffing realignment & attrition cuts SFAO seen as leader Online processes Student adjustment Scholarship leveraging One Stop & efficiency University of Cincinnati

  14. Case Study

  15. Campus Overview Public 2-year Founded 1965 Location 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) Owens Community College

  16. Campus Overview Continued growth, but no new staff Opportunities with technology Banner 9900 aid year Onbase imaging system 0001 Owens Community College

  17. Student Experience 2002-03 (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 Owens Community College

  18. Student Experience 2005-06 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 online Owens Community College

  19. Office Technology Streamlined processes Loan worksheets Verification worksheets R2T4 Automated packaging as much as possible Return loan funds via EFT Utilize Banner & office-specific reports Owens Community College

  20. College Technology Telephone system Direct deposits of refunds ID card system Single sign on Owens Community College

  21. Aid Industry Technology Electronic MPNs Online entrance/exit counseling COD FAA Access on Web NSLDS Streamlining of ED functions Common ID & password

  22. Mirroring the Business World E-mail & Web Podcasts Text messaging Chat rooms Blogs Facebook & other social networking sites

  23. Best Practices Student service Staff productivity School image Budget savings (after initial investment)

  24. Challenges Financial support at implementation Technology staffing & on-going support Continual shifts in how students/families get information or use aid office Concerns over effect on recruitment/retention

  25. Discussion Experiences Resources Idea sharing Comments Questions

  26. Contact Info Randy J. Ulses randy.ulses@uc.edu 513-556-3511 Betsy Johnson betsy_johnson@owens.edu 567-661-7883

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