[Agvisors] FW: OSFA Counseling Area Processing Timelines - as of January 11, 2021

Tue Jan 12 14:59:27 MST 2021

From: uaac-request at list.arizona.edu <uaac-request at list.arizona.edu> On Behalf Of Catts, Roxie L - (catts)
Sent: Tuesday, January 12, 2021 9:37 AM
To: UAAC list (uaac at list.arizona.edu) <uaac at list.arizona.edu>
Subject: [uaac] FW: OSFA Counseling Area Processing Timelines - as of January 11, 2021

From: McKenney, Meghan E - (meghanr) <meghanr at arizona.edu<mailto:meghanr at arizona.edu>>
Sent: Tuesday, January 12, 2021 9:25 AM
To: OSFA_ListServ <osfainternal at list.arizona.edu<mailto:osfainternal at list.arizona.edu>>
Cc: Mckelvey, Michelle F - (mfig) <mfig at arizona.edu<mailto:mfig at arizona.edu>>; Nirh, Jenny L F - (french) <french at arizona.edu<mailto:french at arizona.edu>>; Ross, Emily Joy - (ejr) <ejr at arizona.edu<mailto:ejr at arizona.edu>>; Kellish, Daniel P - (dkellish) <dkellish at arizona.edu<mailto:dkellish at arizona.edu>>; Rollins, Dani J - (rollinsd) <rollinsd at arizona.edu<mailto:rollinsd at arizona.edu>>; Corella, Arezu K - (arezu) <arezu at arizona.edu<mailto:arezu at arizona.edu>>; Crosby, Danielle Alicia - (dshafer) <dshafer at arizona.edu<mailto:dshafer at arizona.edu>>; Catts, Roxie L - (catts) <catts at arizona.edu<mailto:catts at arizona.edu>>; Gonzalez, Nicole D - (nicoledg) <nicoledg at arizona.edu<mailto:nicoledg at arizona.edu>>; Gonzalez, Raul Cipriano - (raul) <raul at arizona.edu<mailto:raul at arizona.edu>>; Treanor, Julie L - (treanorj) <treanorj at arizona.edu<mailto:treanorj at arizona.edu>>; Underwood, Alex - (aunderwood) <aunderwood at arizona.edu<mailto:aunderwood at arizona.edu>>; Cashen, Cori J. - (ccashen) <ccashen at arizona.edu<mailto:ccashen at arizona.edu>>; Davenport, Michael J - (michaeldavenport) <michaeldavenport at arizona.edu<mailto:michaeldavenport at arizona.edu>>; Gluski, Amanda L - (aselby) <aselby at arizona.edu<mailto:aselby at arizona.edu>>
Subject: OSFA Counseling Area Processing Timelines - as of January 11, 2021

Good morning, OSFA and campus partners,

Provided below is the updated Counseling Area Processing Timelines which summarizes the top processing items for Scholarships, Customer Service and Processing areas within OSFA. These processing timelines are reported with the intention of helping you know where things are so you can better communicate to students who you are assisting. I’ve highlighted those items that we receive most questions about!

Please distribute to your teams as needed. Let me know if you have any questions!

Reported as of 1/11/2021
Office of Scholarships and Financial Aid
Counseling Area Processing Timelines

Dates below are updated every Friday and sent to OSFA on the following Monday (usually, this week we most of the reported stats below are as of Monday January 11, 2021)
Financial Aid Processing
20/21 GNDS
12/22/20
20/21 Verification
1/8/21
20/21 Residency Mismatches
12/17/20
20/21 PJ Appeals
12/8/20
20/21 PLUS Deny
12/16/20
FO TO AY
92 in the workflow
Spring 2021
Over awards
12/17/20
20/21 ALNS
12/21/20
Spring SAP Appeals
12/22/20
Scholarships
Merit Reinstatements for Spring 2021
01/05/2021
Spring 2021 Scholarship Deferments
01/04/2021
Merit Overrides for LTFT and Graduating
Currently processing
External Donor Checks
01/07/2021
Merit Adjustments with QTR
01/05/2021
Admissions Merit Upgrades and Changes for Spring 2021
Currently processing
Customer Service
AskAid Email Cases
1/4 New & 12/15 replies
#Pending Answer (New & Replies): 984 (up)
New Rec'd this wk: 683(up)
Answered this wk: 594 (up)
Goal: Remain within 3 business days
Virtual Counter
Zoom Drop In: 440 (up)
Customer Abandoned: 115
Average wait: 32 mins (up)
Virtual Appointments: Not Avail.
Weekly Phone Calls
Total answered: 700 (up)
Average Callback Wait: 97 mins (up)
Average Call Length: 7.25 mins
Weekly Chat Volume
Conversations Completed: 511 (up)
Customer Abandon Chats: 236 (up)
Admin Counter
32 students
Wait Time Avg Range: 8-16 mins.
General OSFA Things
Virtual Lobby Zoom Drop In
Hours: 9am-4pm M-F
In-Person Lobby
Hours: 10am-3pm M-F
Chat Hours: 9am-3pm M - F
Phone Hours: 8:30-4:30 M/W/Th/Fr 9:00-4:30Tu
Email: financialaid.arizona.edu/contact/email
Moved to TEAMS!
Emails include Campus Partner Referrals
reported as of 1/11/2021
Glossary of Terms:
ALNs – various adjustments to aid or cost of attendance per students’ request
PJ Appeals - refers to Family Contribution Appeal & COA Appeal submitted date
Residency Mismatches – refers to students who have changed residency statuses (NR to Res or Res to NR) and need aid adjusted accordingly.
Conversations Completed - Customer Chats Completed for OSFA Questions
Customer-Abandon Chats - chat requests where a student/parent entered chat queue but left before Ask Aid Team answered the message. Email case created.

Thank you!
Meghan
 [blockA-small]
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.

-------------- next part --------------
An HTML attachment was scrubbed...
URL: <https://list.cals.arizona.edu/pipermail/agvisors/attachments/20210112/72f9702f/attachment.htm>
-------------- next part --------------
A non-text attachment was scrubbed...
Name: image001.png
Type: image/png
Size: 8965 bytes
Desc: image001.png
URL: <https://list.cals.arizona.edu/pipermail/agvisors/attachments/20210112/72f9702f/attachment.png>