We Held Hands In Grade School
By Mona Ghuman, Client Training Manager, Citibank – The Student Loan Corporation

How many times have you caught yourself asking, “Why don’t students just read the information I provide them with?” Most Financial Aid Administrators ask themselves this question numerous times throughout a day. You may feel you give them so much valuable information in the form of pamphlets, flyers, booklets and even web addresses, but you continuously receive calls or revisits to the office with questions such as, “What is the PIN website?” These repeat questions may cause you to wonder, do students actually read the informative pamphlets and booklets they’re given or do they just throw everything in the backseat of their car once they leave the FA office? If you were able to look underneath your student’s passenger seat, you may find last year’s FAFSA instructions stuffed away in an old biology book. Surprised? Think about the very first time you were introduced to Financial Aid. Was it the first day at work in a FA office? What did you think? Most would agree that the information was overwhelming and confusing! Financial Aid has so many diverse areas that it can become complicated the very first time it is introduced.

Now think about the explanation you expected from the individual who was training you. Did he/she just tell you to instruct students to sign at the X and disregard the remainder of the document? They probably didn’t. Most would agree they received a thorough line-by-line explanation of each FA document and it may have taken more than once to feel comfortable with that document. Students feel the same way. At times we get into a routine and become so comfortable with the material that we just assume the student understands. At other times we just don’t have time to explain the documents and FA process to them. In reality, they are just as confused as you may have been the very first time you saw a MPN or a verification worksheet.

So, what can you do to walk students through the FA process without holding their hands? The easy way out is to say, “Well, if they don’t read the information then it is their loss because I don’t have the time to walk them through every document. I will just have them sign at the X.” However, teaching students to help themselves is an option we all have. Below are some techniques and resources you can offer students to help reduce the number of repeat visits and calls.

• Eliminate the amount of paperwork. Financial Aid offices are supplied with pamphlets and booklets that contain a bundle of valuable information for both students and parents. However, some students may feel overwhelmed with the amount of paperwork they are given and end up thinking the FA process is tedious. This may cause them to experience anxiety and become confused as to where to begin. Try thinking of an easier and simplified technique to help the student. Come up with a packet that includes all the necessary paperwork. Most FA documents can be completed online and don’t need to be supplied to students in the paper version. Instead, include brief step by step instructions which include a screen shot of the home pages. For example, Step 1: Apply for a PIN, provide a brief explanation of what a PIN is and include the web address along with the screen shot of the home page. Remember the old saying? A picture is worth a thousand words. Usually an image may be more influential than a significant amount of text. Try not to include too much information about each step. Keeping it short and brief with the vital information may encourage the student to actually read through the instructions rather than ask you to complete it for them.
  
  
• Hold FA Workshops. Holding large FA workshops may be helpful because you will be able to reach a number of students and parents at once in a concentrated period of time. Questions may come up that others may not have thought of which in turn may eliminate repeat calls into the office or even revisits from the students and parents. Not only will this save you time, but it will comfort the students that they are not the only ones going through the FA process and may even be able to help each other through the process.
  
  
• Live Chatting. Including a live chat or live messenger link on your schools FA page may be a useful resource for students. Many younger students are very tech savvy and would prefer communicating to an FA Advisor through instant messenger to get questions answered. This is quick, simple and informal.
  
  
• Develop a Forum page. Some students may feel more comfortable asking for advice from other students who have already been through the FA process. Developing a web page where students can ask each other questions about their experiences may be effective in eliminating repeat calls and revisits.
  
  
• FAQ Page. Developing a link that directs students to a Frequently Asked Questions page may aid in eliminating those repeat questions.
  
  
• Automated Service. Many companies are moving towards automated answering services where customers can choose from a list of topics in order to receive automated answers to general questions. Questions such as websites or deadlines can be extremely useful to include in an automated service.
  
  
• Hold back on sending numerous long emails. Students who get emails from the FA office may automatically delete them and later walk into the office asking, “I got an email from you, but I didn’t read it and I was wondering what you need from me.” Instead, send short infrequent emails with the subject heading describing what the email is concerning.

Holding a student’s hand through the FA process can be minimized or even eliminated so you have time to concentrate on other areas around the office. Try to apply one or all of these techniques in your office without jeopardizing the level of service you provide to your students and parents. Challenge yourself to find ways to continue to provide your students with outstanding service while being able to find ways to teach students to help themselves.

Mona Ghuman is a Client Training Manager with Citibank - The Student Loan Corporation. She regularly presents seminars for Financial Aid Offices and Conferences across the country.