Why Process Mapping? Reached our tipping point – Increased enrollment – Increased Financial Aid applicants and recipients – Numerous regulatory changes – Complaints about customer service related to many processes
Reconciliation Awarding Process Eligibility Determination Application process R2T4 Loan Process Scholarships Work Study Hiring Disbursement SAP Process Mapped G O A L
Process Mapping Outside Facilitator-Lead Sessions Multiple Stakeholders involved – Students – Financial Aid Staff – Student Accounts – Registrar – Advisement – Human Resources
Remap Priorities Application process SAP R2T4 Loan Process Work-study Hiring
Re-Mapped Application Process and Results AppointmentsAppointments ISIRsISIRs AwardedAwarded March – May 2012: 4,687 students Prior to June 1, 2011: 35,263 Prior to June 1, 2012: 39,307 Students Awarded 2011-12- as of 7/15/11: 9,303 2012-13 – as of 6/1/12: 12,255 11% App Status Complete 32% As of May 31, 2012 Continuing Students: 16,772 New Students: 651 6 weeks earlier
Financial Aid Leadership/Staff Create a SAP Policy aligned to the needs our student demographics. Identify the students who are in jeopardy of losing aid Review and make a determination of eligibility Advisement Leadership/Staff Qualitative and Quantitative (Academic Progress) Remedial credit Transfer credit Timely Completion of Educational Plan Change of program/major Content Experts for SAP
1.Communication 2.Training 3.Understanding and Buy-in CULTURE SHIFT From Silos To Collaboration I, ME, That’s Their Job Our Job to Help Students
Financial Aid Student Advisor Identifies students in jeopardy of losing aid, or lost aid Complete Academic Success Plan Notifies students to contact advisement SAP Process Remapped Makes appointment with advisor Review the academic record Which criteria apply?