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Agenda

CFI School Services ISIR Verification Pilot Project -- 2012 Presented to: North Carolina Association of Community College Business Officials. Agenda. Who is part of the pilot project What makes the process work How the process works Customer Service for Schools

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Agenda

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  1. CFI School Services ISIR VerificationPilot Project -- 2012Presented to:North CarolinaAssociation of Community College Business Officials

  2. Agenda Who is part of the pilot project What makes the process work How the process works Customer Service for Schools Customer Service for Students and Families Enhancements --making verification more cost effective & efficient

  3. Participants • Service Agreement: • North Carolina State Education Assistance Authority (NCSEAA) • North Carolina Community College System Office (NCCCS) • CFI School Services: (CFISS) • College Foundation Inc. (CFI) • Financial Aid Services (FAS)

  4. Participants Pilot Colleges: • Davidson County Community College • Edgecombe Community College • Gaston College • Wake Technical Community College

  5. CFI School Services We offer: depth of financial aid experience technology and operations know how commitment to excellent customer service We support colleges as they: increase administrative effectiveness and efficiency enhance service to students and families comply with complex and changing regulations

  6. Standard Verification CFI School Services currently offers two services: Standard Federal Verification Resolution of C-Codes (Student Aid Report Comment Codes) What is “Standard Federal Verification”? Federal Required Items Only (Includes all changes in effect 7/1/2012) Custom Institutional items not supported All changes for 2013 – 2014 academic year

  7. School Sends Request File • School uploads request file through CFISS Administrator Web Portal • CFISS process begins: • Access current ISIR records • Evaluate ISIR and build verification review • Send letters/emails/reminders advising student what information is needed for verification • Notify school if student drops school from FAFSA

  8. CFISS Collects Information • CFISS contacts students by mail & email • More “reminders” than most schools • Student submits data & documentation • CFISS assesses each new ISIR for more information needed • CFISS contacts students – with reminders – until all information received

  9. Student Portal

  10. Student Submits Data / Documents • Data & Information submitted by student is: • Imaged & indexed • (available to schools on web administrator portal) • All data entered into system • two separate “blind” entries and variation review • School tracks progress on-line thru web portal: • at portfolio level thru dashboard • at individual level – what is needed, received, & status

  11. Administrator Portal -- Portfolio Dashboard

  12. CFISS System -- Initial Display Snapshot of record where request for data or documentation has been sent to student. Status shows MLS

  13. To Verify or Not When all data & documents submitted: • System assesses information & determines: • Final Review Needed • Request goes to REV status • Additional Information Needed • Supplemental letter sent – stays in MLS status • Passes Verification – corrected ISIR data sent to CPS • Status goes to VCR • Verified – no additional action or information required • Status goes to VER and flag placed in FAM system

  14. Verified? CFISS System -- Verification Complete Student file verification complete; no further action required by CFI School Services

  15. Customer Service – Schools • CFISS works with FAM system interface • CFISS “follow-up” -- key dates in school calendar – bills due, registration classes start • One review per student across all participating schools listed on FAFSA • Speed to complete submission is critical – simplicity & customer service are key

  16. Customer Service – Schools • Regular progress calls – schools, CFI, FAS – issue spotting, feedback, trends • Schools have toll-free access to CFI and to FAS for review or student-specific problem solving • Schools track portfolio with online dashboard; individual students with online reporting • CFISS monitors submission of documentation and can respond proactively if trend varies

  17. Customer Service – Students • Apply to multiple schools, but submit documentation to only one place • Call experienced Call Center staff know when to answer / when to refer to FAO • Email & get detailed response, assistance and guidance with verification process • Customized emails/letters address complex issues with process or required documentation

  18. Customer Service – Students • 7,500 students selected for verification • 16,500 letters / 31,000 emails to students/parents • 9,000 documents received -- 4,400 faxes; 2,750 pages uploaded to web portal; or sent by mail • 5,000 calls answered (700 hours) • 900 emails received & answered

  19. Enhancements This Year • 100% QC & debug, fix, enhance • Barcoding and enhanced OCR on faxes • Email form to better ID incoming emails • Improved school “cancel” functionality • Dashboard – real-time graphic overview • Student “drops” – notice to school

  20. Enhancements Under Development • ISIR corrections uploaded directly to CPS • Enhanced status grid shows student “exactly” what is needed • Flexible “aging” reminders – keyed off school deadlines • On-line “authorization to speak with others” • School request student-specific “extension”

  21. Enhancements for Next Year • On-line wizard interview process • simplify process; eliminate forms; reduce time • Authentication & E-sign for documents • Opt-in for “texting” reminders to students • Enhanced reporting options – greater granularity for schools (dashboards too) • Federal requirements for AY 2013-2014

  22. Security • CFI School Services takes strong measures to protect confidentiality & privacy of student/family information • Data collection, web portals and automated review system protected by a layered defense system

  23. Questions • Questions about the Verification Pilot or Process • Please contact: • Patrick Kaiser • VP Technology & School Services • College Foundation, Inc. • 919-835-2312 • pkaiser@cfi.org

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