Over the last several years the Financial Aid Office has moved in the direction of increasing customer service through technology in order to serve our new and current students. Assessments from the Federal and State government, along with internal assessments, have shown that many students and parents lack the knowledge in U.S. Department of Education financial aid procedures. Once they have obtained financial aid grants or loans, the problem is in understanding how to maintain them, thus making the overall financial aid process confusing and overwhelming. Student and parent awareness in understanding how this process works is vital in helping students reach their educational goals.

The past 4 years one of the primary objectives of the Financial Aid Office has been to educate students and families on their personal rights and responsibilities as financial aid recipients. Financial Aid is more than simply filling out an application. Realizing these challenges through our assessment tools we have moved the office in the direction of educating students that financial aid is a partnership between students and parents, SUNY Orange and the Federal and State government. We have increased our literature on consumerism and disclosures using technology as our means for delivery. 

With the creation of a Financial Aid Educational Center students can be reached in an educational setting and instructed in areas such as:

• Financial Literacy,

• Completing the FAFSA,

• Loan Entrance and Exit Counseling,

• Federal government requirements for the verification process,

• Use of Financial Aid Self Service Banner to monitor and track Government Requirements, Financial Aid Satisfactory  Academic Progress, and  Awards.

Learning Objectives

• To help students develop an understanding of how the financial aid process works, view and utilize available financial aid resources, and help teach students on financial aid policies .
• Educate student to be responsible student loan borrowers and the impacts default will have on their futures
• Teach students to develop an understanding of the impact their academic progress has toward graduation and the effects that progress has on their financial aid status.

Goals

• Continue utilizing new technologies to enhance customer service and financial aid processing and delivery of funds.
• Continue to address the Federal Default rates with additional literature, outreach and workshops.
• Utilize the new SUNY Smart Track program by meeting the Chancellors goal for disclosure. 
• Enhance automated tracking requirements on self-service for students selected for verification to be able to electronically fill out forms online.

Summary

 Education of students on consumerism, disclosures and government regulations pose the largest challenge in reaching our student body. We have moved the office in the direction of technology and education to help students understand that financial aid is a partnership between themselves, their parents, SUNY Orange and the federal and state government to achieve affordability. The above description of the process would help attain the objective and alleviate customer confusion and expedite required documents for payment of grants and loans to pay student bills.