PHCC PHACT Service Review System

Service Review for Financial Aid

Service Review Framework & Criteria

I. Information:

1) Please provide a description of any changes to the services under review since the last cycle and the appropriate updates to the catalog. In addition, include any location, personnel, and personnel role changes, as well as additions, losses, or modifications to the types of services offered.

Additional short-term grants and stimulus packages (CARES Act I, CARES Act II, REV and GEER) have increased the workload of the Financial Aid personnel. There have been no changes in personnel or personnel roles.

2) How do students or employees engage the service(s)? Please provide examples of activities, marketing materials, or other outreach and engagement examples designed to inform students or employees of the service.

Financial Aid information is provided to students via the PHCC website, walk-in visits, phone conversations, social media, college catalog, and email exchanges.

II. Data:

1) Goals template data, aggregated by strategic plan reporting area (see attached template).

Goals Summary

Academic Year	Goal	Results
2016-17	Conduct a minimum of 3 workshops each semester that are focused on FA for students	Goal met, multiple workshops provided
2017-18	Continue providing 3 FA workshops for students	Workshops conducted during all high school field trips, as well as for home school and Hispanic outreach sessions
2018-19	Expand workshops to SEED registration events	FA representation was at all high school SEED sessions, as well as all DE field trips and PCHS.
2019-20	Transition workshops to one-on-one appointments to further tailor assistance to student needs	Paused due to COVID

2) Based on the goals data, please provide examples and a description of how the services under review promote efficiency for the institution (to include academic programs, if applicable).

While we have not encouraged one-on-one appointments, we do assist students with FAFSA completion if they come into our office requesting assistance. While the number of students has dropped significantly, 18 students have been assisted.

III. Reflection:

1) Based on the aggregated data, please provide the areas of the strategic plan (specific to the service) that were the strongest and weakest. Provide an explanation for the reasoning.

All goals have been met, however, COVID has reduced the desired outcomes. The Financial Aid personnel will continue to assist students with their FAFSAs, but the delivery method will include assistance provided by phone, ZOOM meetings, one-on-one assistance with walk-ins and appointments.

2) Based on the student satisfaction and/or employee satisfaction survey results, please provide the strongest and weakest areas. Provide an explanation for these results.

Survey Question

(100 point scale, sample size is in parenthesis)

Adjunct

Rating

Staff

Rating

Instructor

Rating

Student

Rating

Financial aid staff are approachable.

18/19: -- (0)

19/20: -- (0)

18/19: 85.0 (24)

19/20: 84.9 (29)

18/19: 84.0 (7)

19/20: 86.8 (13)

I would like more availability of financial aid staff

to present financial aid information to my students

during class sessions.

18/19: -- (0)

19/20: -- (0)

18/19: 59.4 (14)

19/20: 65.1 (16)

18/19: 67.7 (7)

19/20: 56.4 (13)

I am satisfied with the timely response of my

financial aid inquiries.

18/19: -- (0)

19/20: -- (0)

18/19: 84.9 (23)

19/20: 87.5 (29)

18/19: 83.9 (7)

19/20: 80.5 (13)

Financial aid staff provide simple explanations

of financial aid information.

18/19: -- (0)

19/20: -- (0)

18/19: 86..2 (22)

19/20: 81.8 (29)

18/19: 82.1 (7)

19/20: 88.6 (13)

Financial aid staff provide simple explanations

of veterans information.

18/19: -- (0)

19/20: -- (0)

18/19: 80.2 (15)

19/20: 68.4 (18)

18/19: 60.6 (5)

19/20: 78.1 (8)

I am aware of all financial aid opportunities

available to me at PHCC.

18/19: 81.1 (144)

19/20: 81.2 (68)

20/21:78.9

I am satisfied with the 24/7 Financial Aid

assistance provided for calls and communications.

18/19: 79.5 (137)

19/20: 82.6 (65)

20/21:83.6

I am satisfied with the process and timeframe

for receiving my financial aid refund.

18/19: 71.0 (138)

19/20: 72.0 (64)

20/21:74.3

The financial aid staff communicate effectively

and answer questions with clarity and accuracy.

18/19: 82.6 (142)

19/20: 79.7 (68)

20/21:82.7

Assistance with FAFSA completion is readily available.

18/19: 84.0 (136)

19/20: 84.1 (67)

20/21:85.6

IV. Forecast:

1) How do personnel in this service area plan to address weaker areas throughout the next review cycle for both, the strategic plan and student/employee satisfaction?

We will continue to improve upon our customer service skills, increase our knowledge of the ever changing financial aid regulations, embrace and coordinate any new grant opportunities for our students, and become creative with our outreach activities.

2) What changes are expected in this service area (major expenditures, changes, personnel needs, future costs)?

I don’t expect any major changes for the Financial Aid Office.

3) Any other pertinent information relevant to the review process should be provided here (e.g. community need, state/federal requirements, external accreditation, budgetary issues, etc.)

No additional information