1. HOW TO COMMUNICATE HOW TO CONNECT HOW TO PROMOTE SUCCESS Financial Aid Services

2. 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

3. 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?

4. 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?

5. Financial Aid Charge: Train 80-100 staff Assist FA staff in bridging the communication gap on campus Provide tools to make students self-sufficient Communicate new initiatives effectively (i.e. multiple disbursements, enrollment participation confirmation) Promote student success by empowering the student

6. Agenda for staff training Financial Aid Programs Information Station Application and Eligibility FAFSA follow up and Verification Awarding and Accepting aid Tuition Billing and Buying Books Residency, Raider Card and Refunds Satisfactory Academic Progress Enrollment Changes Holds

7. How to communicate? Financial Aid Information Station  Text and video formats  Designed to provide tools for financial success at GRCC  Located at www.grcc.edu/financialaid  Focus to assist students and parents

8. My Financial Aid Page Customized work in progress FA Status To Do List Completed Items Holds Enrollment Participation Confirmation

9. My Financial Aid Page

10. Enrollment Participation Confirmation “Earn As You Learn”

11. 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

12. 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)

13. 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

14. Student Success Solutions (con’t) Proactive reinforcement of orientation SALT – Active FA debt management Listen and Act – Special Considerations On-demand FA Assistance  Completion of FAFSA  Payment activities  Loan processing  Finalize class registration

15. Financial Aid Consistent Messages Step 1. Apply FAFSA.gov Step 2. Check Status of FA Application - OSC Step 3. View FA Awards –Accept/Decline Step 4. Complete loan requirements Accept/Decline/Reduce Offered Loan - on OSC Entrance Counseling at: www.studentloans.govwww.studentloans.gov Master Promissory Note at: www.studentloans.govwww.studentloans.gov Step 5. Pay for tuition, books and expenses Step 6. Attend classes - review refund policies

16. Financial Aid Messages, cont’d. Step 7. Activate Higher One Access Card Step 8. Understand your “holds” Step 9. Maintain Eligibility – Standards of Academic Progress Step 10. SALTmoney.org

17. 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) Contingency Staff:  Ken Fridsma, David Morris, Kimberly Flynn, Vicky Powers 616-234-4030

18. Questions