CFI School Services
ISIR Verification
Pilot Project -- 2012
Presented to:
North Carolina
Association of Community College
Business Officials
Agenda
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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
Participants
1. Service Agreement:
• North Carolina State Education
Assistance Authority (NCSEAA)
• North Carolina Community College
System Office (NCCCS)
2.CFI School Services: (CFISS)
• College Foundation Inc. (CFI)
• Financial Aid Services (FAS)
Participants
3. Pilot Colleges:
• Davidson County Community College
• Edgecombe Community College
• Gaston College
• Wake Technical Community College
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
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
THE CFI PROCESS AT A GLANCE
Record
Matched
with ISIR
Colleges
Send
roster
Initial
Verification
Analysis
Request for
additional
information
CFI Followsup for
missing
information
Student
Returns
Required
documentation
FAS
Reviews
records as
necessary
ISIR
Correctio
ns Sent
to CPS
CFI Sets
College
FAM
system
flag to
"Verified"
Colleges
& CFI
receive
updated
ISIR
CFI Stores
Images and
makes
available to
Colleges
Colleges
Award
Student
Aid
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
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
Student Portal
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
Administrator Portal -- Portfolio Dashboard
CFISS System -- Initial Display
Snapshot of record
where request for data
or documentation has
been sent to student.
Status shows MLS
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
Verified?
CFISS System -Verification Complete
Student file verification complete; no further
action required by CFI School Services
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
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
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
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
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
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”
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
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
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