April 1, 2026
Day 2

Confessions of an Unreasonable Financial Aid Office
How can a financial aid office use the principles discussed in the New York Time’s bestseller, Unreasonable Hospitality to increase morale and commitment from staff members and improve the student experience? Join the Office of Scholarships and Financial Aid (OSFA) at the University of Arizona to hear how they used tried and true methods the hospitality industry has used to foster a culture where financial aid staff feel empowered to go above and beyond for students, in an industry that requires its professionals to navigate strict rules and have little say in decisions that impact the work they do and the students they serve. By emphasizing genuine care and curiosity, responsibility and ownership, personalization and attention to detail, leaders can create an environment where employees take pride in their work and feel connected to a shared mission. This approach has helped OSFA boost morale, commitment, job satisfaction, and productivity among staff and has laid the groundwork for elevated service standards, transforming routine interactions into meaningful experiences that make students feel valued and supported throughout their financial aid journey.

Presented By:
Meghan Mckenney, Senior Director, University of Arizona 

Heather Rosinbum, Associate Director, University of Arizona 

Catalina 

Navajo Nation Scholarship & Financial Assistance Online Services

Online Application - Tutorial on how students can complete and submit the online application. ONNSFA Student Portal - Tutorial on how applicants may upload documents in .pdf format to their student account in the Student Portal.ONNSFA WEB FNA - Tutorial on how WEB FNA are submitted to ONNSFA. Provide information to Institutions interested in utilizing the ONNSFA WEB FNA. Electronic Transcripts - The ONNSFA accepts official electronic transcripts (e-transcripts) that are digitally certified and delivered by a school's authorized delivery agent, such as Parchment or the National Student Clearinghouse.

Presented By:
Eltavisa Begay, Senior Financial Aid Counselor, The Office of Navajo Nation Scholarship & Financial Assistance

Dommenque L. Yazzie, Senior Financial Aid Counselor, Office of Navajo Nation Scholarship & Financial Assistance - Shiprock 

Rincon

SchoolHouse Connection: From Policy to Practice: Supporting Unaccompanied Homeless Youth (SchoolHouse Connection)

Unaccompanied homeless youth face unique barriers to higher education, yet access to financial aid and higher education is one of the strongest tools for preventing future homelessness. This session highlights FAFSA barriers, federal requirements for homeless youth determinations, recent policy guidance affecting financial aid for unaccompanied homeless youth, and strategies and best practices for supporting these students.

Presented By:
Caleb McKay, Senior Manager, SchoolHouse Connection

Tucson

The State of Repayment: What's New and Where We Go From Here

As student loan repayment continues to evolve, institutions are navigating a rapidly changing landscape marked by rising borrower distress, new regulatory requirements, and shifting accountability standards. This session provides a comprehensive look at current repayment trends, including what institutions are seeing with delinquencies and defaults and how the OB3 changes will affect institutions.

Presented By:
Chris Campbell, Inceptia

Santa Rita

Not Magic—Intentional: Designing Exceptional Financial Aid Service

Today’s students bring expectations shaped by seamless, on-demand service experiences—while financial aid offices operate within complex regulatory environments. This presentation reframes customer service as a system that can be intentionally designed. Drawing on Disney’s principle of the "Zone of Exceptional Service", attendees will examine how financial aid teams can improve workflows, support staff consistency, and shape physical and virtual spaces to better serve students and campus partners during periods of uncertainty.

Presented By:
Gabrielle Miller, Assistant Director, Client Services, University of Arizona

Catalina 

Financial Aid and Tableau: Data that pushes us forward

See how ASU has utilized Tableau for up-to-date monitoring of PS processes, setup monitoring, reporting, statistics, and business process improvements. See how Tableau has improved real time data decisions and created an always available analysis tool for team members.

Presented By:
Mario Gorla, Principal Business Analyst for Financial Aid, Arizona State University

 Tucson