Financial Aid Application Process

Financial Aid Application Process

The PSR Perspective

Workforce Solutions, February 20, 2013

The PSR Perspective

Workforce Solutions, February 20, 2013

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PurposePurpose

The purpose of this course is to introduce the new financial aid application process and define the roles and responsibilities of the PSR/Career Office and the Call Centers.

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ObjectivesObjectives

• Describe the process for submitting a new financial aid application and receiving a determination of award.

• Explain how to request a voucher for subsequent semesters.

• List staff responsible for each task in the financial aid application process.

• Identify all deadlines, in number of business days, for customers and staff in the process.

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RoleRole

PSRPSR• Develop relationship

with customers

• Guide and help them through the process

• Help develop goals and a plan to reach them

• Guide them along the path and help overcome challenges

Call CenterCall Center• Determine eligibility for

financial aid

• Collect documentation from the customer

• Data enter eligibility and awards in TWIST and FAMS

• Contact FAPO

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Workforce Solutions ReferenceWorkforce Solutions Reference

• WS Issuance 12-19 Managing Financial Aid – How Staff Work Together, December 21, 2012

I heard you couldhelp me pay for school.

I heard you couldhelp me pay for school.

We do offer scholarships.

Are you interested in applying for one?

We do offer scholarships.

Are you interested in applying for one?

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Financial Aid Application | CustomerFinancial Aid Application | Customer

• Complete the financial aid application (be sure to help).

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Determine Youth Barrier | PSRDetermine Youth Barrier | PSR

• Basic literacy deficient

• Pregnant or parenting

• Homeless

• Dropout

• Offender

• Runaway

• Needs help to complete education or get and keep a job:

– 14-15

– Behind grade level

– Habitually truant

– Dependent member of a single parent family

– Failed TAKS/STAR

– Lacks work history

– Needs extra help

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Financial Aid Application| PSRFinancial Aid Application| PSR

• Tell customer:– A Customer Service Representative may call

within two (2) business days

– What happens if approved or denied

– There are limits on scholarships

– Funds may not be available (explain scholarship registry and waitlist)

• Do not sign the application.

• Provide Financial Aid Customer Information sheet.

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Data Entry| PSRData Entry| PSR

• Enter TWIST Data– Intake Common

• Identity

• Contacts

• Characteristics-predictive characteristics only

• Education, if you know

• Employment, if you know

• Optional Questions

– Counselor note

– Employment plan

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Financial Aid Application | Career OfficeFinancial Aid Application | Career Office

– Create pre-commitment in FAMS the same day:• $6,000 scholarship

• $3,000 other

– Transmit financial aid application and any supporting documents to Call Center.

– Add a counselor note with the subject line “FA App Submitted.”

Note: TWIST Employment Plan and FAMS pre-commitment not needed for FA for child care

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WHAT IS THE PURPOSE OF THE PRE-COMMITMENT?WHAT IS THE PURPOSE OF THE PRE-COMMITMENT?

Pre-commitmentPre-commitmentA record created in the Financial Aid

Management System (FAMS) that holds funds for a customer while she completes the

application process.

A record created in the Financial Aid Management System (FAMS) that holds funds

for a customer while she completes the application process.

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Assessment / Child CareAssessment / Child Care

• Quick conversation

• What else can Workforce Solutions do

• Not immediately eligible– Office staff puts on wait list in TWIST and give

the customer the Placed on wait list letter

– Call Center notifies customer she has been placed on the wait list if they add the customer to the waitlist

– Call Center notifies customer when funds are available

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Assessment | Other than Child CareAssessment | Other than Child Care

• Employment goals

• How financial aid will help

• Overall goal and plan

• School and program (if applicable)

• Personal management

• Followup requirements

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Financial Aid Application/ Call CenterFinancial Aid Application/ Call Center

• Contact customer within 24 hours – Request for documents

• Enter a counselor note– Conversation

– Documents requested

– Deadlines

• Process application– Within 5 days after the application is complete

– Contact customer for cost information

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Vendor Cost | Call CenterVendor Cost | Call Center

• TWIST Data Entry– Counselor note: Costs received, conversations

with customer re: costs

– ITA

• FAMS Entries– Track financial aid limits by category

– Update commitments with vendor and cost information

– Mark commitment “Need Now”

– Notify Career Office and PSR when voucher is ready for customer

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Cost Discrepancies | Call Center/FAPOCost Discrepancies | Call Center/FAPO

Eligible Training Provider System (ETPS)

vs.

Cost Obligation Form

• Handled by Call Center and FAPO

• Customer must request difference

• PSR verify change in ETPS

• email Call Center

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ETPSETPS

• Access: – WrkSolutions.com

– Financial Aid

– Training and Education

– How Will You Pay for Education and Training?

https://services.twc.state.tx.us/PROVIDERCERT/dispatcher?link=HREF&pageid=PUBLIC_SWL

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Application Approved | Call CenterApplication Approved | Call Center

• Notify PSR– Email

• Award letter attached

• Voucher ready

• Child Care– Notify customer

• TWIST– Program Detail

– Counselor note

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Application Approved| PSRApplication Approved| PSR

• Prepare voucher.

• Notify customer the voucher is ready.

• Give customer Award Letter and review.

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Application Approved| PSR (cont’d)Application Approved| PSR (cont’d)

• Discuss agreement– Contact us when school starts

– Report • Grades and progress

• Course changes

• Attendance – transportation assistance

• Progress (how often)

– Maintain a “C” average

– Can only change major once

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Application Approved | PSR (cont.)Application Approved | PSR (cont.)

• Have customer sign Award letter:– File in electronic file

– Give customer a copy

• Give the customer the prepared voucher.

• Remind her to contact us when school starts.

• Have her contact us for additional semester vouchers.

• Record changes during the semester in counselor notes.

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Application Approved| Data Entry | PSRApplication Approved| Data Entry | PSR

• Update TWIST– Employment Plan

– Contact information

– Counselor notes

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School Starts | PSRSchool Starts | PSR

• Verify school start.

• Open required TWIST services if you are with NCI or Rescare.

• Training Service:

– Start date: date school starts

– Planned end date: date program ends

• Create counselor note:

– Note customer received service

– Subject line examples: Training Start Confirmed or Training Not Started.

• If you are with Interfaith, the Call Center will open Services.

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School Starts| Call CenterSchool Starts| Call Center

• Runs “Mark Shipped” report weekly.

• Verifies customer started school in TWIST:– Counselor notes, and/or

– Training Service

• FAMS:– Shows service as received – “Mark Shipped”

– Cancels commitments, as needed

– Contacts PSR with questions

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New Voucher | PSRNew Voucher | PSR

• Use Active/Inactive lists to track customers with changing services.

• Contact customer needing new vouchers.

• Update Employment Plan.

• Enter counselor notes:– Continued financial aid needed

– No additional aid needed

– Changes in aid, path

– Not meeting Responsibility Agreement

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New Voucher| Call CenterNew Voucher| Call Center

• Track commitments with future dates.

• Review TWIST records for customer need

• Email PSR with questions.

• Mark commitment “Need Now.”

• Cancel future commitments, as necessary:– Notify PSR and CO Manager

– Send denial letter

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Application Denied| Call CenterApplication Denied| Call Center

• Send customer denial letter with reason and appeal form.

• Write a counselor note stating the letter and appeal form were sent and the reason(s) for the denial.

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Financial Aid Application for Child Care | Career Office Financial Aid Application for Child Care | Career Office

• Child Care– Enter the customer on the waitlist through

TWIST

– Attendance• Email Call Center

• Counselor Note

• Call Center will contact in 2 days

– Denied• Appeal

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Child Care | Call Center Child Care | Call Center

• Notify customer entered on waitlist.

• Notify customer funds available.

• Adjust attendance when needed.

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Funds Not Available Funds Not Available

• Follows process for service to a new customer applying for financial aid.

– Call Center enters customer on the scholarship registry

• Sends “Entered on Scholarship Registry” letter

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PSR Call Center FAPO

Build customer relationship Determine Eligibility

Work with vendorsGet to know the customerCall customer for documents

and clarification

Help the customer through the process

Enter Counselor Notes in TWIST

Help customer choose a school Communicate with the PSR

Work with Call CenterEnter services (once Program Detail

is created)Enter TWIST Program Detail

Give customer vouchers Enter FAMS Commitment

Enter counselor notes Communicate with FAPO

DoDo

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Don’tDon’t

Call vendorsCall vendors

Call customersTry to determine eligibility

Help fix the Cost Obligation form

Give customer vouchers

Commit or promise money

Call PSRsEnter TWIST Program Detail Delay process

Call FAPO

PSR Call Center FAPO