Findings and Recommendations

Findings

The Review Team finds that the Financial Assistance Office supports the college's mission and goals through knowledgeable staff who are committed to the success of students, while focusing on compliance.

SWOT Analysis Summary

Each Review Team member completed a SWOT Analysis, the findings are summarized below:

Strengths

• WNC FAO has a knowledgeable and educated staff, with some staff members who have significant experience in the field
• Staff have clear access and ability to federal websites and researching federal regulations
• Strong networking relationships between other NSHE institutions
• Strong problem solving skills among staff
• Automated Processes and availability of Software
• Collaborations with WNC Departments (Admissions & Records, Counseling Services, Business Office, Veteran Resource Center)
• Smaller Staff can be a strength

Weaknesses

• Current WorkDay processes and knowledge
• Staff turn over at Front Desk, no Full Time Person at Front Desk
• Technical knowledge to implement new technology or make small updates to online forms
• Bouncing students from one department to the next
• Many processes are completed by only one person, if the person leaves, other staff is already stretched and can't quickly back-fill or be trained
• Office is short staffed and struggles to keep up on different compliance checks and processes

Opportunities

• Declining enrollment, opportunities to re-brand college
• Continue to streamline processes and increase clarity of financial aid forms
• Communicate awards to students sooner via means other than email
• Yearly Loan Entrance Counseling requirement (if regulations change)
• Additional placements for off-campus work-study/community service positions

Threats

• Implementation of PeopleSoft 9.2 could have impact on FA processing and services
• Continued changing federal regulations
• Outsourcing duties, could decrease customer/student satisfaction
• Institutions who offer more diverse programs and degrees could lead to additional enrollment decline

Analysis of SWOT and Other Data

Despite the weaknesses identified by the Review Team, performance during recent Audits and US Department of Education Program Review and results from the Noel-Levitz Satisfaction Survey, indicated that overall the Financial Assistance Office is performing at a high level. The Review Team did note concerns over the decreasing number of financial aid applicants in correlation to the decreased enrollment levels at WNC. Additionally, multiple Review Team members indicated concern over the level of service that is provided at the Financial Assistance Office Front Desk and the office's ability to adapt and stay current on changing technology. The Financial Assistance Office works to educate students, parents and community members of the opportunities available to help individuals overcome any financial barriers. Staff members continue to navigate changing federal regulations through the implementation of appropriate policies and procedures that ensure the college is able to maintain the Administrative Capability, as required by the US Department of Education.

Recommendations

The Review Team has identified recommendations in three categories:

Staffing

• The Financial Assistance Office currently relies on student and part-time staff to cover the front desk and phones. Students and part-time staff may not always provide accurate information. It is essential to have highly qualified and trained staff to help students understand the process and answer questions. The Financial Assistance Office has a significant need to hire a Full Time Staff member to cover the front office train and guide other front staff (work- study students) to disseminate information accurately to potential students, current students, parents and other WNC staff .
• Hire a staff member dedicated only to FA Technical Systems (PeopleSoft, OnBase, EdConnect, etc) to improve the ability to process and award students in a more efficient and timely manner.

Customer Service/Communication

• FAO Staff could attend customer services training to improve communications and handle upset/angry students.
• Notify students of the availability of their award letter or shopping sheet in their myWNC by sending them a text message.
• Develop and review all communications with Information and Marketing.

Technology Updates and Implementation

• Improve the FAO's ability to test new PeopleSoft bundles, by the re-distribution of work loads to allow appropriate testing and for Aid Year rollovers to improve the office's ability to provide early award information to students.

Feedback / Recommendations from Reviewers

Summary to be provided when feedback received from reviewers