2025 | FAS

Shifting Ground Part 1: The Federal Shake-up in Higher Education

August 27, 2025

Higher education is entering a period of unprecedented change. As the federal government reshapes the role of the Department of Education (ED), colleges and universities are facing a future where the familiar frameworks for financial aid, compliance, and institutional accountability may look completely different.

The question for presidents, CFOs, enrollment leaders, and financial aid directors isn’t whether change is coming—it’s how to prepare for it now.

What’s Changing: A Shrinking Department of Education

While the Department of Education has historically focused much of its resources on K–12, it has supported higher education in four critical ways:

Billions in aid: Disbursing loans, grants, and work-study dollars
Civil rights enforcement: Ensuring compliance on campuses
Data insights: Gathering and analyzing student data for policy and trends
Accreditation oversight: Safeguarding eligibility for federal aid

But today, the ground is shifting. Conversations in Washington suggest that these functions could be redistributed:

Why This Matters

For institutions with strong cash reserves, delayed federal disbursements may be inconvenient but manageable. For schools already operating with tight budgets, disruptions to aid flow could present serious financial risks—potentially affecting payroll, vendor contracts, and, most critically, student enrollment.

Another looming challenge? The loss of a centralized knowledge hub. The Federal Student Aid Office (FSA) is a trusted resource for interpreting policies and answering compliance questions. Splitting its functions among multiple agencies could create confusion and slow down response times—exactly when clarity is needed most.

Strategic Actions for Campus Leaders

To weather this period of instability, campus leaders need to act before the disruption reaches a tipping point:

Action	Why It Matters
1. Build Contingency Plans	Model operational and cash flow scenarios in case federal aid is delayed.
2. Secure Expertise	Partner with financial aid compliance experts to interpret shifting regulations quickly.
3. Strengthen State-Level Relationships	Build connections with state authorities to anticipate new responsibilities and compliance expectations.
4. Monitor Federal Developments	Stay informed on HEA discussions—changes here will have the broadest ripple effects.

A Leadership Moment

This shake-up is not just an operational issue—it’s a leadership moment. Institutions that proactively plan for disruption, cultivate expert insight, and maintain agility in their operations will be better positioned to safeguard their financial health and their students’ trust.

Change is inevitable. Strategic readiness is optional.

4 Reasons Interim Staffing Safeguards Enrollment and Compliance in Higher Education

August 18, 2025

For today’s higher education leaders, ensuring uninterrupted financial aid operations isn’t simply about managing workflows—it’s about protecting enrollment outcomes, institutional revenue, and regulatory standing. With federal and state policy changes accelerating, the margin for error in financial aid has narrowed.

When staffing shortages or unexpected transitions occur, the risks are immediate: delayed awarding, compliance violations, diminished student satisfaction, and weakened enrollment pipelines. Interim staffing from FAS offers an executive-level solution. Our seasoned consultants bring decades of experience, arrive ready to perform, and ensure continuity where it matters most.

1. Overcoming Hiring Delays in a Tight Market

Recruiting qualified financial aid professionals is increasingly difficult—particularly for institutions outside major metro areas. Even after securing a candidate, the onboarding ramp is long, while critical enrollment and compliance deadlines wait for no one.

Did you know? The median time to fill higher education staff positions is 57 days (CUPA-HR, 2023)—nearly two months of potential disruption.

With interim staffing, you bypass these delays. FAS consultants step in immediately, ensuring student awarding stays on schedule, compliance is maintained, and institutional objectives are not jeopardized by talent shortages.

2. Immediate Expertise to Maintain Compliance and Service

Financial aid is central to both access and revenue. Yet when vacancies occur, your team faces compounded risks: missed Title IV deadlines, regulatory missteps, and student frustration.

Over 85% of undergraduates rely on some form of financial aid (NCES, 2022). Even short delays in awarding packages can significantly impact enrollment decisions.

Our experts are operational on day one. They bring proven expertise across Title IV regulations and student information systems—Banner, Colleague, PeopleSoft, Workday, and PowerFAIDS—ensuring uninterrupted compliance and preserving the student experience that directly impacts yield and retention.

3. Flexible Capacity for Enrollment Peaks and Strategic Initiatives

From verification season to technology upgrades or reconciliation cycles, the demands on financial aid can spike dramatically. FAS offers scalable staffing that flexes with your calendar and strategy. Whether you need surge support during enrollment peaks or specialized knowledge for major projects, our professionals align with your operational model and budget parameters—without long-term commitments.

1 in 3 colleges report understaffing in financial aid (NASFAA, 2022) as a barrier to processing peak workloads.

4. Safeguarding Continuity During Leadership Transitions

Leadership vacancies in financial aid or enrollment services can create significant institutional risk: slowed awarding, delayed disbursement cycles, increased compliance exposure, and weakened enrollment projections.

58% of colleges experienced a cabinet-level departure in the past two years (ACE, 2023).

FAS bridges these transitions, stabilizing operations while you conduct a thorough search for permanent leadership. Our consultants maintain compliance, sustain service levels, and protect enrollment goals, ensuring continuity at a critical juncture.

Why FAS is the Partner of Choice

Deep bench of professionals with decades of experience
End-to-end staffing solutions, from directors to operational staff
Mission-critical coverage that protects compliance, enrollment, and revenue streams

Interim staffing is not a stopgap—it is a strategic safeguard. With FAS, presidents, CFOs, and enrollment leaders can ensure institutional stability, compliance confidence, and student satisfaction during any transition.

Learn more: Financial Aid Services – Interim Staffing

The Importance of Customer Service in Student Financial Services

August 6, 2025

By: Samantha Shores

Associate Consultant, Financial Aid Services

Customer service in the student financial aid office is not a new concept, but in an increasingly digital world, customer service is more important than ever before. Students and their parents are the customers in higher education, and student experience is a critical deciding factor in school choice. Timely communication about financial aid offers, disbursements, and proactive updates, combined with meaningful face time with counselors, all play a pivotal role in shaping that experience. These factors make exceptional customer service more critical than ever for fostering trust, reducing stress, and supporting student success.

Benefits of Excellent Customer Service in Financial Aid

When customer-centric models are implemented, many benefits can be achieved:

Long-term brand trust
Improved satisfaction scores
A competitive recruitment edge

Institutions can improve their customer service practices by:

Supporting Students and Families

Applying for financial aid can be a complex and overwhelming process for many students and their families. They often have questions, concerns, and need guidance to navigate through the various aid programs, forms, and requirements. Sometimes these questions are not adequately addressed as 80% of students who applied for financial aid say they never met with an aid administrator one-on-one. Excellent customer service ensures that students and their families receive the support they need during this critical phase of their education journey.

Fostering Accessibility and Inclusivity

Good customer service ensures that all students, regardless of their backgrounds or circumstances, can access and understand the financial aid options available to them. This inclusivity is essential to provide equal opportunities for students from diverse socio-economic backgrounds.

Building Trust and Confidence

Financial aid plays a significant role in a student’s ability to afford higher education. When the student financial aid office delivers excellent customer service, it builds trust and confidence in the institution and the aid process. This trust is vital for students to feel assured that their financial needs will be met and encourages them to continue their education.

Creating a Positive Reputation and Institutional Image

The level of customer service provided by the financial aid office reflects the institution. Positive experiences lead to satisfied students who are more likely to share their positive experiences, contributing to a good institutional reputation and attracting potential new students.

Reducing Administrative Burden

Efficient customer service processes can help streamline administrative tasks and reduce the number of follow-up inquiries. By having well-informed staff who can address questions promptly, the financial aid office can function more efficiently.

Handling Complex Situations

Financial aid may involve unique or challenging situations for some students, such as special circumstances, appeal processes, or unforeseen financial changes. Excellent customer service helps address these complexities with empathy and care, finding suitable solutions for students in need.

Overall, exceptional customer service in the student financial aid office is a vital component in ensuring that students can access the financial resources they need to pursue their educational goals successfully. It creates a positive and supportive environment that contributes to the overall satisfaction and success of students throughout their academic journey.

Partner with FAS to Build a Better Student Experience

At Financial Aid Services (FAS), we help institutions build a better student experience. Our consultants are available to partner with you on an interim basis to optimize your financial aid department.

“The outcome of having FAS here has been a remarkable turnaround with improved customer service and streamlined processes. They also built up the confidence level of our staff.”

– (Retired) Associate Vice President of Student Services, San Juan College

Partner with FAS to build a better student experience.

References

Better Peace of Mind: How Proactive Title IV Compliance Protects Your Institution

August 4, 2025

Clean financial aid audits never happen by chance. They are a result of embedding compliance best practices into your systems, staffing, and office culture. In many ways, compliance is the trust currency of financial aid. Without that trust, even the best technology or fastest packaging timeline can’t prevent the ripple effects—disrupted funding flows, leadership concerns, and weakened student confidence.

Why Compliance Can’t Be an Afterthought

Title IV regulations consist of over 1,000 pages of regulation and many of them read as densely as a tax code. While the rules are federally defined, institutions still face real-world challenges in applying them consistently.

The complexity of successfully following these rules is compounded by how differently institutions apply them in execution—based on local policies, staffing capacity and operational constraints.

And the stakes are higher than ever. When polled about the top challenges faced by financial aid teams, 48% of leaders cited changing federal, state, and local regulations. Because when institutions fall out of compliance, they don’t just get a warning, there is a significant risk of being placed on Heightened Cash Monitoring (HCM) status, a designation that disrupts aid disbursement, often overwhelms staff, and triggers immediate reputational risk.

The Hidden Cost of Non-Compliance

Besides the financial impact, the cost of compliance is also operational and reputational. Even under the best conditions, staying compliant with state and federal regulations can carry a steep cost. A multi-institutional study found that colleges and universities spend between 3% and 11% of their annual operating budgets (excluding hospitals) on federal compliance.

The hidden costs of non-compliance are too high to ignore. When an institution enters HCM status, an already understaffed financial aid department becomes solely focused on mitigating its compliance issues, and the student experience suffers. Add to the situation staff burnout, enrollment delays, and reputation loss – it’s clear the costly effects of not remaining in compliance.

When an institution is placed on Heightened Cash Monitoring (HCM), those costs accelerate, triggering staff challenges, delayed disbursements, and strained trust with students and leadership alike. Rebuilding credibility—not just compliance, can take years.

“Too many colleges and universities underestimate the financial risk they’re carrying around compliance, and those are consequences that can have a significant impact on your institution and your students.”
— Robert Heil, Challenges Deserve Solutions, Episode 4

Compliance is a Shared Responsibility

Compliance is not just a financial aid issue; it’s a university-wide concern. Managing Title IV aid demands collaboration between Academic Records, Financial Aid, and Information Technology Services to ensure consistent and precise reporting. When these departments align, they create the foundation for A Better Compliance Model—one of the four strategic pillars of the FAS Better Financial Aid Model.

Strategic Outcomes of a Better Compliance Model

When institutions embrace proactive compliance, they gain:

Fewer audit surprises

Consistent funding flows

Increased leadership confidence

Innovation without fear

What Keeps You up at Night about Compliance?

If compliance risk is pulling your team into reactive mode or keeping leadership on edge, it’s time for a better model. Connect with FAS today and let’s talk about building compliance operations that don’t just protect your institution but help it stay ahead of the curve.

You Can’t Market Your Way Out of a Bad Student Experience

July 31, 2025

This blog is part of our Better Financial Aid Model blog series. Explore how timing, operations, and compliance also impact institutional outcomes: The Domino Effect, Timing Is Everything, and The Cost of Chaos.

For today’s students, expectations have shifted. They’re digital natives, shaped by Amazon, Netflix, and on-demand everything. If your financial aid experience creates friction instead of clarity, it won’t just slow down the process—it can derail enrollment altogether. This is where A Better Student Experience becomes a competitive advantage, and a strategic necessity.

According to a recent survey by Ellucian, 87% of students report that a school’s tech savviness is important to them when applying. And yet, when these expectations meet the slow-moving reality of financial aid, institutions lose more than efficiency – they lose momentum.

As FAS CEO, Robert Heil puts it:

“You can’t market your way out of a bad student experience with financial aid. Institutions spend tens or even hundreds of thousands of dollars recruiting students—only to watch that investment unravel at the final step when delays and confusion in financial aid disrupt the student journey.”

Where Student Experience Breaks Down

Gen-Z is applying to your institution, but they’re also making one of the most significant financial decisions of their life, often without clear support or direction. The knowledge gap of the processes and impact creates anxiety, stress, and confusion during a time that should be filled with hope. But this gap also presents an opportunity for financial aid to ease concerns and build trust by offering:

One-on-one guidance
Clear, proactive communication
Timely updates and information

Unfortunately, many institutions miss this opportunity. According to an Inside Higher Ed survey, 80% of students report never meeting with a financial aid administrator one-on-one. When institutions stay laser-focused on how students experience enrollment and financial aid, something powerful happens: that point of connection drives real-world conversions.

When Experience Becomes a Differentiator

A Better Student Experience is one of the four strategic pillars of the Better Enrollment Model, and it becomes a true differentiator when financial aid offices prioritize fast, accurate, and student-centric support. When students experience friction in the process, just like in any other transaction, they disengage. But when they’re given the clarity and support to make an informed decision? That’s when trust turns into loyalty.

Let’s be clear: access alone isn’t a student experience strategy.

A self-service portal isn’t a silver bullet.
Chatbots without real human support are just a band-aid.
And unclear or inaccurate information, no matter how fast, doesn’t build confidence.

Experience becomes a differentiator when every interaction reinforces your commitment to student success—in policy and in practice.

What A Better Enrollment Model Looks Like

Closing the experience gap happens when you create clarity, instill confidence and reinforce connection at every step of the financial aid journey. Here’s what it looks like in practice:

Automated Support that Feels Personalized
Offer multiple support channels such as chat, phone and in-person appointments to bridge the communication gap Gen-Z often experiences.

Real-Time Visibility and Updates
Provide dedicated portals for students to check their financial aid status. Pair that with FAQ pages to address common questions and explain the process in plain, approachable language.

Technology That Supports Your Team
Lean into technology that allows your team to focus on what matters most: high-touch, high-trust interactions. While they are tech-savvy, Gen-Z still values organic connections.

With these building blocks in place, your team will be positioned to deliver an experience that doesn’t just meet expectations—it strengthens yield, builds trust, and reinforces the value of your institution.

The Real ROI of an Intentional Student Experience

Implementing a student-centric financial aid model leads to measurable results. When students receive clear, fast, and personalized support, it leads to higher satisfaction, stronger Net Promoter Scores (NPS), and a more confident enrollment decision. The Better Student Experience also plays a critical role in reducing summer melt and attrition. Students are far less likely to transfer or disengage when their financial aid experience is smooth, supportive, and transparent.

Every positive interaction reinforces your brand, strengthens trust, and deepens engagement—building a loyal community that stays connected long after graduation. How do students feel during your financial aid process – and what does that say about your institution? Connect with FAS for an audit of the current student experience and uncover the friction points.

Wooden blocks spelling out 'Mistakes to Avoid' on a table, symbolizing the importance of strategies to avoid compliance mistakes in Title IV financial aid.

Avoid These 6 Compliance Mistakes in Financial Aid

July 29, 2025

When it comes to Title IV compliance, most mistakes aren’t malicious, they’re mundane. A missed file, a policy that was never updated, or a website link that points to last year’s SAP criteria can all trigger findings during an annual audit. At FAS, we’ve seen how small missteps can turn into major risks, especially when staffing is a challenge or internal processes haven’t been reviewed in months. The good news? Most of these pitfalls are entirely preventable.

Below are the most common (and costly) compliance mistakes, ranked by frequency in federal audits and program reviews—and what your team can do to avoid them. These insights are based on recurring findings documented in the U.S. Department of Education’s FY 2022 Top Findings Companion Report, which highlights R2T4, verification, SAP, and consumer information as common areas of noncompliance.

Return to Title IV (R2T4) Files Missing or Incomplete

Why it matters: R2T4 consistently ranks as one of the most frequent Title IV audit findings.
Common Misstep: Withdrawal dates aren’t accurately recorded, or R2T4 calculations are missing from the student file.
What to do: Build a workflow that flags withdrawals in real time and ensure completed R2T4 files are stored and reviewable.

Unverified ISIR Data Leading to Premature Disbursement

Why it matters: Disbursing aid with unresolved conflicting information is a major compliance violation.
Common Misstep: ISIRs contain missing or conflicting data, but funds are still disbursed before resolution.
What to do: Integrate ISIR checks into your disbursement process. Create guardrails that prevent aid from being released until eligibility is verified.

Missing or Misfiled Verification Documentation

Why it matters: Incomplete or lost verification records put aid disbursement into question and are a frequent audit issue.
Common Misstep: Verification documentation is inconsistent, paper-based, or missing from digital systems.
What to do: Use a centralized, auditable tracking system and review files regularly to ensure completion and retention.

Inconsistent Application of SAP Policies

Why it matters: Failure to apply Satisfactory Academic Progress policies uniformly can result in findings and equity concerns.
Common Misstep: Different staff use different timelines or documentation standards for SAP reviews.
What to do: Train staff on SAP application annually and standardize documentation templates for appeals and status changes.

Outdated Consumer Information on Public Websites

Why it matters: Website disclosures are a compliance requirement and among the easiest for auditors to spot.
Common Misstep: Cost of attendance or SAP info is outdated, or links are broken or missing.
What to do: Set a quarterly review cadence to check for accuracy across all public-facing pages.

Want to take this a step further? Explore how cross-campus partnerships impact compliance. The strongest institutions align their communication, policy ownership, and timing across departments—not just within the aid office.

Policy & Procedure Manuals That Don’t Reflect Current Practice

Why it matters: Auditors compare written policy to actual execution—and gaps are flagged quickly.
Common Misstep: Manuals haven’t been updated after staffing changes, regulatory shifts, or system transitions.
What to do: Review your policies annually and document updates to show continuous improvement.

Pro Tip: Build your compliance habits around the timing that matters most. The riskiest audit findings often happen after aid is disbursed—when schools shift from packaging to proving. Read more in The Compliance Window: Higher Ed’s Most Overlooked Audit Risk.

Mistake to Watch For: Treating Compliance Like a Once-a-Year Event

The institutions that perform best in audits aren’t perfect—they’re prepared. They’ve built compliance into the daily rhythm of their financial aid operations, not just the months before a program review. Compliance isn’t just a requirement. It’s a system of trust. And the more intentional your team is about building that trust, the fewer surprises you’ll face during a review.

Ready to Take Action?

No matter where your team and institution is in the compliance journey, FAS can help you turn compliance from a risk into a rhythm. Connect with a consultant to assess your biggest compliance vulnerabilities, and how to get ahead of them.

Man working on the computer to convey the idea of audit risk in higher education.

The Compliance Window: Higher Ed’s Most Overlooked Audit Risk

Part 3 of the Strategic Timing Series

July 22, 2025

When most leaders think about compliance and audit risk, they picture corporate boardrooms, quarterly reports, and spreadsheet-heavy risk assessments. But in higher education, particularly in financial aid, compliance risk is more dynamic, more visible, and more immediate. It’s cyclical. It’s personal. And when institutions land on heightened cash monitoring, it’s public.

The Compliance Window, which spans from aid disbursement through census (typically May to September), is when timing mistakes turn into audit findings—and operational missteps threaten institutional credibility.

What Is the Compliance Window?

The Compliance Window is the post-deposit, post-disbursement period when institutions transition from packaging aid to delivering it. Once aid is disbursed, schools must be ready to document, justify, and prove that all aid was awarded, applied, and managed in full compliance with federal regulations.

It’s when:

ISIRs have been imported
Funds are being disbursed
SAP policies go into effect
Consumer information must be accurate and accessible
Audit-readiness becomes a real, time-sensitive priority

Why Timing Still Matters

Even though the aid has been awarded, your work isn’t done. In fact, this is the phase when timing misalignments are most likely to trigger a compliance audit or program review. Late isn’t just inefficient—it’s risky. According to the Ellucian 2024 Student Voice Report, approximately 70% of Title IV audit findings are caused by delays or incomplete processing of financial aid files.

Risk Area	Timing Breakdown
Disbursement delays	Incomplete or unverified ISIR data
Incorrect SAP application	SAP policies applied out of sync with academic term start
Return to Title IV Issues	Withdraw dates aren’t recorded in real time
Audit documentation gaps	Required materials not retained within defined timeframe

And remember: You don’t control when a program review is triggered—but you do control how ready you are when it is.

The Real Strategy? Build a Culture of Compliance

The best compliance plans fall short in cultures where policies are inconsistent, or accountability is siloed. Schools that thrive under federal review aren’t just good at paperwork—they’ve built daily habits, cross-team clarity, and shared ownership into their operations. The timing risks are real—but so is the opportunity to lead from a place of readiness.

Strategy Over Scrambling

Don’t wait for a compliance audit or program review to build your process. When your compliance workflow is built into your timing strategy—not tacked on later—you reduce burnout, avoid reputational damage, and protect enrollment revenue tied to aid integrity.

Close the Window Without Increasing Audit Risk

The Compliance Window closes out the financial aid cycle—but opens a new layer of visibility and vulnerability. This is where your systems, staff, and documentation processes face their final test.
If your team built trust during the Momentum Window, and moved with clarity through the Decision Window, then this is your opportunity to close strong—and stay audit-ready year-round.

Magnifying glass highlighting a risk gauge with levels from low to high—needle pointing to medium risk. Visual concept representing audit readiness in financial aid operations.

Beyond the Checklist: Building a Culture of Audit Readiness

July 16, 2025

With federal oversight increasing, Title IV guidance evolving, and Return to Title IV (R2T4) updates drawing sharper scrutiny, audit readiness can no longer be treated as a once-a-year event. The institutions that will emerge stronger are those treating compliance as a daily discipline—and building it into the rhythm of their operations.

Why It’s Time to Shift from Reactive to Ready

In 2025, compliance isn’t a static checklist—it’s a moving target. Presentations at NASFAA 2025 and recent federal updates all point to increased oversight in areas like satisfactory academic progress (SAP), professional judgment, and data-sharing protocols. At the same time, financial aid teams are navigating staffing shortages, technology transitions, and unclear ISIR timelines—making it easy for compliance to slip into “reactive mode.” But here’s what we’re seeing: the institutions that build a culture of audit readiness aren’t just surviving—they’re gaining trust, efficiency, and long-term resilience.

Additional Reading from FAS:

Is your institution preparing for a program review? Don’t miss this blog, “I Will Survive a Program Review” which covers lessons learned, practical tips, and advice you can apply today.

Culture Is the Carrying Force for Compliance Readiness

Whether you’re scaling a million-dollar tech startup and need to spark innovation, or leading a higher ed institution preparing for an audit, success isn’t just about the strategy—it’s about the culture that carries it.

Healthy cultures that support audit readiness are rooted in:

Shared Purpose
Clarity of Roles and Expectations
Accountability
Trust and Transparency

What That Looks Like in Practice

In our consulting work, we’ve seen that the most successful institutions aren’t the ones with the largest teams—they’re the ones that encourage and reinforce shared responsibility. Below, we have outlined the key components to consider when you work on building (or rebuilding) a compliance-ready culture.

Quarterly Self-Audits

Instead of waiting for year-end audits, pull a random sample of files throughout the year. Vary aid types, student scenarios, and program categories. This isn’t just to flag issues—it gives your team practice operating under audit-like conditions.

Shared Responsibility Across Teams

Compliance isn’t a one-person or one-department job. Successful institutions define clear roles, document their processes, and foster shared ownership. You may have a designated audit liaison, but that individual should be backed by a well-prepared and aligned team.

Documentation That Enables Action

When core processes rely on institutional memory or outdated guides, transitions become risky. Leading institutions are investing in documentation that is actively maintained and easy to follow—so staff can act quickly and confidently.

Allocated Budget for Upgrades

It’s easy to say no to compliance investments—especially in tight budget cycles. But when the team has done the groundwork, funding becomes less of a cost discussion and more of an outcome and impact discussion.

Live Compliance Dashboards

From R2T4 calculations to SAP alerts, forward-thinking teams are building dashboards that offer real-time visibility. These tools turn reactive problem-solving into proactive monitoring—and help leadership stay informed without getting into the weeds.

The Case for Building it into Institutional Culture

When audit prep is built into your rhythm—not rushed when the deadline hits—you avoid:

Costly errors that jeopardize Title IV eligibility
Institutional reputation risks
Strained team dynamics and last-minute stress

And you gain:

Clearer decision-making
Leadership confidence
A more resilient operation overall

Audit Readiness is a Muscle, not a Moment

The campuses we support that perform best during audits don’t wait for the deadline. They’ve built compliance into the rhythm of their operations. If your team hasn’t updated its compliance documentation, R2T4 procedures, or audit prep strategy in the last six months—it’s time. Reach out to FAS and strengthen your compliance foundation—before the next audit cycle begins.

The Decision Window: How Financial Aid Timing Shapes Enrollment Decisions

Part 2 of the Strategic Timing Series

June 30, 2025

When it comes to enrollment, the financial aid process is no longer a back-office function—it’s increasingly a deciding factor. And the weeks following FAFSA completion are where institutional momentum meets student choice. This phase is known as the Decision Window—it’s when your preparation is tested, and students make the choice: enroll, defer, or walk away.

When Is the Decision Window for Enrollment Decisions?

The Decision Window runs January through May. It’s the time when students evaluate aid packages and finalize enrollment plans. It’s also when institutions either gain or lose ground. You’re delivering clarity, earning trust, and student expectations—all in a single email or letter: the financial aid offer. If your institution invested in the Momentum Window, this is where the results start to show up.

Why Financial Aid Timing Matters: The Data Is Clear

A delay of just two to four weeks can derail an admissions strategy. Your financial aid timeline doesn’t just support enrollment—it shapes it. According to the March 2024 Ellucian Student Voice Report:

76% of students said financial aid—both the amount and the process—shaped their college decision.
22% would enroll elsewhere if delays exceeded two weeks.
73% would switch institutions if processing took more than four weeks.
92% would choose another school if delays surpassed eight weeks.

The Operational Side of Enrollment Decisions

Success during the Decision Window depends on the work you do months prior. If systems weren’t tested, staff weren’t trained, or communication wasn’t ready—you’re not operating at your best, you’re putting out fires.

Here’s how being prepared turns into progress:

If you’re team is prepared with…
Optimized, tested software
Tailored staffing support
Pre-built communication
Progress tracking

Your strategic advantage is…
Accurate, fast packaging
Increased capacity
Engaged students and families
Clear early warning signs

Decision Window Planning in 2025

Right now, most institutions are facing two timelines: closing the Decision Window and preparing for the Momentum Window. In any year, this pressure is challenging. But in 2025, with industry uncertainty, it’s an opportunity for institutions to steady operations, protect yield, and get ahead on next cycle planning—all at once.

Now is the time to:

Package remaining aid offers quickly and accurately
Communicate clearly with students still deciding
Support students through verification and appeals
Monitor melt risks and respond in real time
Capture insights to improve next cycle planning

From Offers to Outcomes: What Success Looks Like

Institutions that get the Decision Window right:

Deliver aid packages quickly and clearly
Meet the two-week student expectation window
Reduce melt by building into every interaction
Support students through verification or special circumstance updates
Strengthen overall enrollment yield by reinforcing trust

See how a Midwest liberal arts institution used interim staffing to maintain packaging timelines, reduce delays, and keep students engaged during peak season.

Read the Case Study

Financial Aid Isn’t Just a Factor—It’s the Filter

Today’s students are savvy. They’re evaluating outcomes, return on investment, and how your institution handles complexity. Fast, accurate, and human-centered financial aid communication isn’t a bonus—it’s a baseline. If you want to influence enrollment decisions, your packaging timeline, your systems, and your staff need to be aligned well before ISIRs hit the inbox.

The Window Is Open—Are You Ready?

You’ve got one chance to get this right each year. The students in your funnel right now are making decisions—with or without you. Make sure your operations are ready to support them when it matters most. Ready to align your operations with enrollment goals?

Download the Operational Calendar Connect With a FAS Team Member

→ Download the Operational Calendar Tool
→ Explore The Domino Effect eBook

Reduce Summer Melt: Practical Strategies for Higher Education

Delinda Hall, EdD, MBA Executive Consultant, Financial Aid Services

June 26, 2025

The summer crunch is here, and institutions are looking for effective ways to reduce summer melt. At the same time, high school graduates and their families are navigating big decisions—identifying the best educational fit and finalizing a plan to cover the cost.

For students from diverse socio-economic backgrounds, the period between graduation and move-in is often filled with uncertainty. Reversing the melt trend takes more than reminders—it demands strategic, student-centered outreach from every corner of the enrollment team.

So what can enrollment management leaders—from admissions and advising to financial aid, the registrar, and student accounts—do to help students cross the enrollment finish line? This post outlines practical, high-impact strategies to reduce summer melt and support students through this critical transition.

What Strategies Reduce Summer Melt?

The drivers of summer melt are often a mix of financial uncertainty and communication gaps. Students who commit in May quietly disengage by August—not because they’ve changed their minds, but because they’ve lost clarity, confidence, or connection.

That’s why reducing melt starts with resources two key actions:

Ensuring resources are visible and accessible
Delivering outreach communication that feels personal and timely

When institutions meet students where they are—and stay with them through every step—they build the trust and momentum needed to carry students from commitment to campus.

Make Student Support Accessible

The specific needs of students may vary, but the accessibility of opportunities to engage should not be based on speculation or guessing. The short answer is always to meet the student where they are.

Ask 10 students about their preferred method of communication and you might get 10 different answers. That’s why a multichannel approach is the foundation for success. To stay engaged with students throughout the summer, focus on multiple forms of accessibility and communication – depending on the tools and capacity within your institution.

Email reminders with links to key action items
Text messages for deadline nudges or check-ins
Direct mail with welcome letters or cost breakdowns

Social media messages or polls to surface concerns
Personalized videos to introduce staff or next steps
Phone calls for high-risk or high-need students

Multi-channel means giving students options in how they communicate and receive information. In pre-cycle planning, review your CRM or Student Information Systems to set up preferred methods and use that data to tailor your approach.

Use Polls and Surveys to Identify Student Concerns

Don’t speculate what students are concerned about, it today’s digital age, the access and anwsers are there, all you have to do is ask. Provide surveys or “polls” using social media or email to engage the student in identifying their biggest fears or questions around showing up in the fall.

What’s causing hesitation?
What are they unsure about?

For example, fear of the unknown, fear of not fitting in, fear of lack of funding, etc. Respond to the identified areas on a one-on-one level using personalized video messaging, emails, phone calls, texts, and other methods to address their specific concerns and offer reassurance.

Help Students Understand College Cost Breakdown

The saying “money talks” holds true in higher education, too—especially in the weeks between high school graduation and the first day of class. Even students that are academically prepared will hesitate in the face of financial uncertainty.

Ellucian’s Student Voice Report reinforces how even modest aid changes matter:

“Almost half of students say a $5,000 difference in scholarship aid would change their top school choice.”

Financial aid clarity is a key factor to ensure follow through on enrollment. Institutions should go beyond award letters and offer transparent breakdowns of actual costs and what is due out of pocket. A simple “Plan to Pay” worksheet can help students and families understand the financial reality.

A variety of examples are available online to draw inspiration from:

The goal is clarity. When students and families can visualize the financial path ahead, they’re more likely to stay on track.

Offer Virtual One-on-One Financial Planning Sessions

When students have a clear cost breakdown, providing personalized support can make all the difference in getting them to take action.

Financial aid is becoming more central to enrollment, but 80% of students who applied for financial aid say they never met one-on-one with an aid administrator. It’s often a capacity issue – with many financial aid professionals managing over 2,000 cases per year, it doesn’t leave a lot of time for personal outreach. That’s where virtual sessions become a great tool.

High-Impact Virtual Session Checklist:

Keep it short and structured (15–30 minutes)
Include both financial aid and student accounts staff
Review the award letter together
Confirm the itemized student bill
Use the “Plan to Pay” worksheet live with the student
Clarify payment options and deadlines

Strategically using technology can create space for high-value touch points—especially students who are at risk of melt without them.

Want to get more from your tech stack?
Read Build a Financial Aid Technology Strategy for Maximum ROI for actionable insights that help you align tools, teams, and timelines.

Connect Prospective Students with Peers

Providing opportunities for incoming students to connect with current students from a range of financial backgrounds can help reduce melt. Peer connections offer valuable insight into how others have successfully managed both academics and finances during their first year.

These peer connections can take many forms:

In-person meetups with current students
Virtual Q&A panels or student-hosted webinars
Phone introductions or text-based welcome messages
AI-powered chatbots designed with real student stories and FAQs

Want to see what this looks like in practice?
Read FAS Consultant Sean Hudson’s experience as a first-year parent, as he and his family navigated Xavier University’s student engagement strategy—from stadium welcome events to ongoing peer-led engagement. 👉 Read the blog [at this link.]

Provide a Summer Task Checklist

Make a task checklist available via the student portal or an AI chatbot. This checklist should guide students through key steps, such as completing Loan Entrance Counseling and signing the Master Promissory Note for those using federal student loans. Ensure deadlines and requirements are clearly explained and easy to follow.

Turn Down the Heat with Financial Aid Services

Don’t let the summer overwhelm your financial aid team. Let’s start a conversation on ways to help your team implement strategies to beat the summer melt and prepare for a strong fall term.