Case Study: Higher Education

The University of North Carolina at Wilmington

Challenges

When facing recertification of its eligibility to participate in the Title IV federal student financial aid programs, UNCW contacted CHESS to assist in confirming their compliance. Specifically, UNCW wanted to address the areas of staffing, organizational structure, compliance with federal student aid requirements, and student satisfaction.

Solutions

After collecting the University's policies and procedures, CHESS conducted an initial review to determine if the required polices and procedures for the Federal Student Financial Aid Programs were in place. In areas where no written policy had been established, CHESS interviewed staff and provided recommendations to bring current practices in-line with the federal requirements.

Upon review of the University's organizational structure and functional analysis of staff responsibilities, CHESS determined if the appropriate levels of interaction existed between the Financial Aid Office and other campus offices. This analysis included reviewing job descriptions of staff members and institutional officers, identifying daily work flow and perceptions of work flow within the office, and delivering plans to assist the University in improving its access to their administrative capabilities.

Results

UNCW worked with CHESS to ensure its compliance with federal requirements, develop written policies and procedures, and finalize their application for recertification. Since implementing the cost-saving and federally compliant measures, the University has improved their overall efficiency and student satisfaction-and their Financial Aid and Veterans Services Office was selected to receive the prestigious United States Department of Education (USDE) Quality Assurance Program's Model of Quality Award.