Chyrl Ayers

LORLA, Each participant has their own personal feelings about what makes a successful financial aid office. Each of these characteristics are important and offer equal value to the process and go hand in hand. It is difficult to offer excellent Customer Service without providing accurate and timely processing of the students. If you are giving excellent Customer Service you and your team are striving for timely and accurate processing. Sincerely, Chyrl Ayers

Ana, You comments are very valid and valuable. It does not matter how much we want to assist students we must first ensure that we are handling the request accurately. The worst mistake is to collect a document that does not accurate resolve the requirements. Then we open our institution and student up to potential liabilities. Sincerely, Chyrl Ayers

Ana, Agree. This approach has always been the most successful for my team. Once a person in charge has explained the requirements most third parties will be willing to assist. Sincerely, Chyrl Ayers

Ana, You comments are right on point - students appreciate the assistance from the FA team to resolve C-Codes, the most important action is proper resolution and Selective Service can be tricky when dealing with students that are beyond the age of 26th. It has been my approach to break each C Code down to the simple approach and work with student or outside agency to document the appropriate resolution. Sincerely, Chyrl Ayers

Ana, I think your approach is the best method. I agree that students should be encouraged to use their tax documentation or request the IRS Data Retrieval (if they qualify); however, never collect the documentation until you need it. If not, selected for verification there is not need to collect the tax transcript. I always encourage FA Administrators to wait until the ISIR is received to determine any additional criteria. Sincerely, Chyrl Ayers

Ana, It is important that your institution can rely on the timeliness of processing corrections to your students' ISIR's. It is necessary to have a process in place to ensure that corrections are processed timely and receipt of corrected ISIR's are received timely. It is critical that you and your team know and recognize any breakdown in the process. Sincerely, Chyrl Ayers

Michael, All of these are great suggestions from a rolling audit to varying the staff reviewing the students' files. Repeat findings can be viewed negatively, therefore, any action to prevent is worthy. Sincerely, Chyrl Ayers

Michael, Agree with your comments. The student's experience does not end with starting class but goes through all phases of that enrollment. Each step is critical to the student's overall success. Recognizing the importance of timely and accurate disbursements, report and reconciliation is necessary. Great job! Sincerely, Chyrl Ayers

Kelly, Based on your explanation of the situation you faced I can definitely see why you would have rescind or cancelled the professional judgment consideration. It is important for students to provide information that the Financial Aid team feel confident in the accuracy. It is important to make sure all information collect support your decision to approve or deny. Sincerely, Chyrl Ayers

Michael, This forum is really designed to make you think about your processes and look for ways to improve in areas that require strengthening. Based on your answer it appears you have a very open and forthright opinion on where you are and why. I think it is improve to look for areas of improvement but to ensure you focus on the ones that meet regulatory requirements and student experience first. Sincerely, Chyrl Ayers