[Agvisors] FW: Announcement: Changes to OSFA’s On-Call Service beginning January 4, 2021

Mon Jan 4 12:31:07 MST 2021

Greetings and happy new year Agvisors:

Hope you all had an overall good break.  Below is an announcement on OSFA On-Call changes starting today.

On a side but somewhat relevant as we’ll be getting students with SAP appeals reaching out, an update on Academic Eligibility statuses will be sent out to all later today or tomorrow.

Have a great day.

Best,
Nancy

Nancy G. Rodriguez-Lorta, M.Ed.
Senior Director, Advising and Student Services
UA College of Agriculture and Life Sciences | Office of Career & Academic Services
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From: uaac-request at list.arizona.edu <uaac-request at list.arizona.edu> On Behalf Of Catts, Roxie L - (catts)
Sent: Monday, January 4, 2021 12:00 PM
To: UAAC list (uaac at list.arizona.edu) <uaac at list.arizona.edu>
Subject: [uaac] FW: Announcement: Changes to OSFA’s On-Call Service beginning January 4, 2021
Importance: High

From: McKenney, Meghan E - (meghanr) <meghanr at arizona.edu<mailto:meghanr at arizona.edu>>
Sent: Monday, January 4, 2021 11:52 AM

Subject: Announcement: Changes to OSFA’s On-Call Service beginning January 4, 2021
Importance: High

Dear valued campus partner,

Happy New Year! We hope you all had a restful break.

If you could please pass this message on to your teams and anyone else that you believe should have this information, please do so! We greatly appreciate you helping to spread the word as to ensure that all who are impacted by this change receive this announcement.

With the recent move from Skype for Business to Microsoft Teams for our instant messaging needs, the Office of Scholarships and Financial Aid (OSFA) has an exciting announcement regarding the OSFA-OnCall Skype for Business contact which many of you have become very familiar with.

Considering the sensitive nature of student financial aid information included in many of the instant messages received, the OSFA-OnCall contact will be turned off and unavailable going forward. Unfortunately, we are unable to offer the same type of service within Teams using the structure of the teams and channels and the requirements to protect students’ financial aid information.

With that said, we are very excited to offer a new way to reach the OSFA on-call team! While it is no longer an instant messaging platform, we feel confident that this method will both better protect any sensitive information shared between you and OSFA and serve as a good way to connect with OSFA without having to call our main line.

Effective January 4, 2021, please use the following steps in order to connect with the OSFA-OnCall team:

  1.  Navigate to: https://financialaid.arizona.edu/contact/email
  2.  Click on the “University Staff Login” link and login using your Net ID and PW
  3.  Complete the webform in order to submit your question/request on behalf of the student you are working with.
     *   Important notes about your request:

                                                               i.      The student you are submitting the question/request on behalf of will always receive a copy of our response to you. This response will include both your original request and our response. This will support your follow-up to the student as the student will see our response first-hand and will help ensure the student is involved in all communication between our offices regarding their financial aid.

                                                             ii.      If you are asking a general question that is not specific to a student, you should enter your information again in the student section. The form requires student information so that we can look up student accounts and give accurate & reliable answers, but we understand sometimes you just need general help too!

                                                           iii.      As always, there may be information about a student’s financial aid record that we cannot share with you. In this situation, you will receive a reply from OSFA (the student will be cc’d) indicating that the information cannot be shared and that we have reached out directly to the student via a separate email thread (to their Arizona Catmail) to answer the question(s) or help resolve the case.

  1.  Click Submit

While responses will not be “instant” as they were before, please know that we are committed to offering the same service and support to you and our students:

Hours:

  *   The OSFA-OnCall Counseling Team will be staffing the new method Monday – Friday between 8:00 am to 5:00 pm.

Response Turn-Around:

  *   Requests submitted by 4:00 pm will be responded to by the end of that same business day
  *   Requests submitted after 4:00 pm will be responded to the next business day (they will be first priority for that next day)

Additional Tips and Notes on this new contact method:

  *   This is only for you, our campus partners! Students who are reaching out to us directly should use the contact methods provided here: https://financialaid.arizona.edu/contact

  *   In cases where you have a student appointment and you would have before IM’d OSFA for an immediate response, we recommend using language such as: “I will submit a request to the Office of Scholarships & Financial Aid to check on this issue on your behalf. We will both get an email response shortly.”

  *   Watch your Arizona email for a response from our team! The email will come from an OSFA-OnCall staff member via uaservice-fa at email.arizona.edu<mailto:uaservice-fa at email.arizona.edu>. If you have additional questions about this request specifically, you can simply respond to the email response you receive and we will respond back.

  *   While you can respond directly to us as mentioned above, all new inquiries require a new webform be submitted following the steps above.

While we understand that this is different and will take some getting used to, we are excited to continue to offer you a better way to connect with OSFA are we are confident that we can still offer you the assistance and support you need, all while better protecting students’ sensitive information.

Please reach out to us with any questions or concerns you may have.

Take care,
Meghan
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Meghan McKenney | Director, Counseling
Pronouns: She/Her/Hers (What's this<https://www.mypronouns.org/>)
The University of Arizona | Office of Scholarships and Financial Aid
PO Box 210066 | Tucson, AZ 85721
📞 520.621.1858| FAX: 520.621.9473
Our goal is to help you focus on what really matters – getting an exceptional education and gaining the skills to launch your career.

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