The Financial Aid office possesses critical information that students and families want. Many institutions have welcomed students back onto campus (whether in the fall or spring), but that doesn’t mean that all of the tactics from the last couple years should be abandoned completely. Even though offices can connect with students in person, offices can and should continue to connect with students and their families through technology that allows connections from a distance.
Some families may have completed the Free Application for Federal Student Aid (FAFSA) when it opened in October and already have their financial aid awards. Some may still be planning to submit their financial aid applications. No matter where they are in the financial aid process, students (both incoming and continuing) are looking for information and help to continue their college journey and answers to questions like renewing their FAFSA, how they can update current FAFSA information, and what additional resources are available. With that in mind, we have compiled the following tactics to support students and families from wherever they may be:
- Proactive Communication: Institutions should proactively share important information with students and families; explain the process for professional judgements and appeals, completing a FAFSA, and changes to process deadlines, but keep it simple.
- Communications should be clear and concise, try to limit to one call to action and segment the audience if possible.
- Use multiple platforms to reach students. Some students will read the email and others will see communication on the website or social media. Some may come to you in person at the office, and others may join in on an event or want to share information virtually with their family.
- Reminders are important. Students and families have so much information shared with them on a daily basis, so it is important to remind them of important materials or deadlines. Without proactive communication to students, those who need the help the most will be the least likely to know their options and next steps.
- Webinar Series: An easy way to communicate with students and families from any distance is through a webinar. Families have become comfortable with meeting online, so even if webinars have not worked in the past, students may be more interested in this mode of communication than email. Consider offering several topics for students who are ahead or behind in the process, like FAFSA completion or renewal, professional judgements and appeals (explaining what this is and the process), and financial aid options. Offer each topic several times, at different times of the day to reach the most students and families possible. Webinars offer an interactive environment, which allows each to be unique, so try to record each session and share it online as well.
- How-To Videos: In order to avoid having the same conversation over and over, consider creating videos to answer the common questions and processes. The video doesn’t need to be professionally produced; the information is the most important aspect. Staff can create videos of a computer screen with a voice over, explaining how to complete a process, with the use of free products found online or by partnering with other departments on campus. Addressing frequently asked questions through video can help share answers quickly while also freeing up staff from answering the phone. Additional tip: Share these videos in your proactive communications to avoid unnecessary questions.
Technology has opened a way to connect with families near and far. The more a student feels connected to and understood by their college or university, the more likely they are to stay enrolled and engaged.
Sources:
NCAN: How the Education Field is Responding: A Roundup of COVID-19 Resources