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<p class="MsoNormal"><b>From:</b> uaac-request@list.arizona.edu <uaac-request@list.arizona.edu>
<b>On Behalf Of </b>Catts, Roxie L - (catts)<br>
<b>Sent:</b> Tuesday, January 12, 2021 9:37 AM<br>
<b>To:</b> UAAC list (uaac@list.arizona.edu) <uaac@list.arizona.edu><br>
<b>Subject:</b> [uaac] FW: OSFA Counseling Area Processing Timelines - as of January 11, 2021<o:p></o:p></p>
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<p class="MsoNormal"><b>From:</b> McKenney, Meghan E - (meghanr) <<a href="mailto:meghanr@arizona.edu">meghanr@arizona.edu</a>>
<br>
<b>Sent:</b> Tuesday, January 12, 2021 9:25 AM<br>
<b>To:</b> OSFA_ListServ <<a href="mailto:osfainternal@list.arizona.edu">osfainternal@list.arizona.edu</a>><br>
<b>Cc:</b> Mckelvey, Michelle F - (mfig) <<a href="mailto:mfig@arizona.edu">mfig@arizona.edu</a>>; Nirh, Jenny L F - (french) <<a href="mailto:french@arizona.edu">french@arizona.edu</a>>; Ross, Emily Joy - (ejr) <<a href="mailto:ejr@arizona.edu">ejr@arizona.edu</a>>;
Kellish, Daniel P - (dkellish) <<a href="mailto:dkellish@arizona.edu">dkellish@arizona.edu</a>>; Rollins, Dani J - (rollinsd) <<a href="mailto:rollinsd@arizona.edu">rollinsd@arizona.edu</a>>; Corella, Arezu K - (arezu) <<a href="mailto:arezu@arizona.edu">arezu@arizona.edu</a>>;
Crosby, Danielle Alicia - (dshafer) <<a href="mailto:dshafer@arizona.edu">dshafer@arizona.edu</a>>; Catts, Roxie L - (catts) <<a href="mailto:catts@arizona.edu">catts@arizona.edu</a>>; Gonzalez, Nicole D - (nicoledg) <<a href="mailto:nicoledg@arizona.edu">nicoledg@arizona.edu</a>>;
Gonzalez, Raul Cipriano - (raul) <<a href="mailto:raul@arizona.edu">raul@arizona.edu</a>>; Treanor, Julie L - (treanorj) <<a href="mailto:treanorj@arizona.edu">treanorj@arizona.edu</a>>; Underwood, Alex - (aunderwood) <<a href="mailto:aunderwood@arizona.edu">aunderwood@arizona.edu</a>>;
Cashen, Cori J. - (ccashen) <<a href="mailto:ccashen@arizona.edu">ccashen@arizona.edu</a>>; Davenport, Michael J - (michaeldavenport) <<a href="mailto:michaeldavenport@arizona.edu">michaeldavenport@arizona.edu</a>>; Gluski, Amanda L - (aselby) <<a href="mailto:aselby@arizona.edu">aselby@arizona.edu</a>><br>
<b>Subject:</b> OSFA Counseling Area Processing Timelines - as of January 11, 2021<o:p></o:p></p>
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<p class="MsoNormal">Good morning, OSFA and campus partners, <o:p></o:p></p>
<p class="MsoNormal"><o:p> </o:p></p>
<p class="MsoNormal">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!
<o:p></o:p></p>
<p class="MsoNormal"><o:p> </o:p></p>
<p class="MsoNormal">Please distribute to your teams as needed. Let me know if you have any questions!
<o:p></o:p></p>
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<p class="MsoNormal" align="center" style="text-align:center"><b><span style="font-size:18.0pt;color:black">Reported as of 1/11/2021<br>
Office of Scholarships and Financial Aid <br>
Counseling Area Processing Timelines<o:p></o:p></span></b></p>
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<p class="MsoNormal" align="center" style="text-align:center"><span style="font-size:14.0pt;font-family:"Arial",sans-serif">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 <b>Monday January 11, 2021</b>)<o:p></o:p></span></p>
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<p class="MsoNormal" align="center" style="text-align:center"><b><span style="font-size:14.0pt;color:black">Financial Aid Processing<o:p></o:p></span></b></p>
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<p class="MsoNormal" align="center" style="text-align:center"><b><span style="font-size:12.0pt;color:black">20/21 GNDS
<br>
</span></b><span style="font-size:12.0pt;color:black">12/22/20<b><o:p></o:p></b></span></p>
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<p class="MsoNormal" align="center" style="text-align:center"><b><span style="font-size:12.0pt;color:black;background:yellow;mso-highlight:yellow">20/21 Verification<br>
</span></b><span style="font-size:12.0pt;color:black;background:yellow;mso-highlight:yellow">1/8/21
<b><o:p></o:p></b></span></p>
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<p class="MsoNormal" align="center" style="text-align:center"><b><span style="font-size:12.0pt;color:black">20/21
<span style="background:yellow;mso-highlight:yellow">Residency Mismatches</span> <br>
</span></b><span style="font-size:12.0pt;color:black">12/17/20<b><o:p></o:p></b></span></p>
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<p class="MsoNormal" align="center" style="text-align:center"><b><span style="font-size:12.0pt;color:black;background:yellow;mso-highlight:yellow">20/21 PJ Appeals<br>
</span></b><span style="font-size:12.0pt;color:black;background:yellow;mso-highlight:yellow">12/8/20</span><b><span style="font-size:12.0pt;color:black"><o:p></o:p></span></b></p>
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<p class="MsoNormal" align="center" style="text-align:center"><b><span style="font-size:12.0pt;color:black">20/21 PLUS Deny<br>
</span></b><span style="font-size:12.0pt;color:black">12/16/20<b><o:p></o:p></b></span></p>
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<p class="MsoNormal" align="center" style="text-align:center"><b><span style="font-size:12.0pt;color:black">FO TO AY<br>
</span></b><span style="font-size:12.0pt;color:black">92 in the workflow<b><o:p></o:p></b></span></p>
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<p class="MsoNormal" align="center" style="text-align:center"><b><span style="font-size:12.0pt;background:yellow;mso-highlight:yellow">Spring 2021<br>
Over awards<br>
</span></b><span style="font-size:12.0pt;background:yellow;mso-highlight:yellow">12/17/20</span><span style="font-size:12.0pt">
<b><o:p></o:p></b></span></p>
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<p class="MsoNormal" align="center" style="text-align:center"><b><span style="font-size:12.0pt">20/21 ALNS<br>
</span></b><span style="font-size:12.0pt">12/21/20<b><o:p></o:p></b></span></p>
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<p class="MsoNormal" align="center" style="text-align:center"><b><span style="font-size:12.0pt;color:black;background:yellow;mso-highlight:yellow">Spring SAP Appeals<br>
</span></b><span style="font-size:12.0pt;color:black;background:yellow;mso-highlight:yellow">12/22/20</span><b><span style="font-size:12.0pt;color:black"><o:p></o:p></span></b></p>
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<p class="MsoNormal" align="center" style="text-align:center"><b><span style="font-size:14.0pt;color:black">Scholarships<o:p></o:p></span></b></p>
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<p class="MsoNormal" align="center" style="text-align:center"><b><span style="font-size:12.0pt;background:yellow;mso-highlight:yellow">Merit Reinstatements for Spring 2021<br>
</span></b><span style="font-size:12.0pt;background:yellow;mso-highlight:yellow">01/05/2021</span><b><span style="font-size:12.0pt"><o:p></o:p></span></b></p>
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<p class="MsoNormal" align="center" style="text-align:center"><b><span style="font-size:12.0pt;background:yellow;mso-highlight:yellow">Spring 2021 Scholarship Deferments<br>
</span></b><span style="font-size:12.0pt;background:yellow;mso-highlight:yellow">01/04/2021<b><o:p></o:p></b></span></p>
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<p class="MsoNormal" align="center" style="text-align:center"><b><span style="font-size:12.0pt;color:black;background:yellow;mso-highlight:yellow">Merit Overrides for LTFT and Graduating<br>
</span></b><span style="font-size:12.0pt;color:black;background:yellow;mso-highlight:yellow">Currently processing<b><o:p></o:p></b></span></p>
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<p class="MsoNormal" align="center" style="text-align:center"><b><span style="font-size:12.0pt">External Donor Checks<br>
</span></b><span style="font-size:12.0pt">01/07/2021<b><o:p></o:p></b></span></p>
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<p class="MsoNormal" align="center" style="text-align:center"><b><span style="font-size:12.0pt;color:black;background:yellow;mso-highlight:yellow">Merit Adjustments with QTR<br>
</span></b><span style="font-size:12.0pt;color:black;background:yellow;mso-highlight:yellow">01/05/2021</span><b><span style="font-size:12.0pt;color:black"><o:p></o:p></span></b></p>
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<p class="MsoNormal" align="center" style="text-align:center"><b><span style="font-size:12.0pt;background:yellow;mso-highlight:yellow">Admissions Merit Upgrades and Changes for Spring 2021<br>
</span></b><span style="font-size:12.0pt;background:yellow;mso-highlight:yellow">Currently processing</span><b><span style="font-size:12.0pt"><o:p></o:p></span></b></p>
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<p class="MsoNormal" align="center" style="text-align:center"><b><span style="font-size:14.0pt;color:black">Customer Service<o:p></o:p></span></b></p>
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<p class="MsoNormal" align="center" style="text-align:center"><b><span style="font-size:10.0pt;background:yellow;mso-highlight:yellow">AskAid Email Cases<br>
</span></b><span style="font-size:10.0pt;background:yellow;mso-highlight:yellow">1/4 New</span><span style="font-size:10.0pt"> & 12/15 replies<br>
#Pending Answer (New & Replies): 984 (up)<br>
New Rec'd this wk: 683(up)<br>
Answered this wk: 594 (up)<br>
<b>Goal: Remain within 3 business days</b><o:p></o:p></span></p>
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<p class="MsoNormal" align="center" style="text-align:center"><b><span style="background:yellow;mso-highlight:yellow">Virtual Counter<br>
</span></b>Zoom Drop In: 440 (up)<br>
Customer Abandoned: 115<br>
<b><span style="background:yellow;mso-highlight:yellow">Average wait: 32 mins (up)</span><br>
</b>Virtual Appointments: Not Avail.<b><o:p></o:p></b></p>
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<p class="MsoNormal" align="center" style="text-align:center"><b><span style="font-size:12.0pt;background:yellow;mso-highlight:yellow">Weekly Phone Calls</span></b><b><span style="font-size:12.0pt"><br>
</span></b><span style="font-size:12.0pt">Total answered: 700 (up)<br>
<span style="background:yellow;mso-highlight:yellow">Average Callback Wait: 97 mins (up)</span><br>
Average Call Length: 7.25 mins<b><o:p></o:p></b></span></p>
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<p class="MsoNormal" align="center" style="text-align:center"><b>Weekly Chat Volume</b><br>
Conversations Completed: 511 (up)<br>
Customer Abandon Chats: 236 (up)<o:p></o:p></p>
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<p class="MsoNormal" align="center" style="text-align:center"><b><span style="font-size:12.0pt;background:yellow;mso-highlight:yellow">Admin Counter</span></b><b><span style="font-size:12.0pt"><br>
</span></b><span style="font-size:12.0pt">32 students<br>
<span style="background:yellow;mso-highlight:yellow">Wait Time Avg Range: 8-16 mins.</span><o:p></o:p></span></p>
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<p class="MsoNormal" align="center" style="text-align:center"><b><span style="font-size:14.0pt;color:black">General OSFA Things<o:p></o:p></span></b></p>
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<p class="MsoNormal" align="center" style="text-align:center"><span style="font-size:10.0pt;font-family:"Arial",sans-serif;background:yellow;mso-highlight:yellow">Virtual Lobby Zoom Drop In<br>
<u>Hours: 9am-4pm M-F</u><br>
In-Person Lobby <br>
Hours: 10am-3pm M-F<o:p></o:p></span></p>
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<p class="MsoNormal" align="center" style="text-align:center"><b><span style="font-size:10.0pt;font-family:"Arial",sans-serif;background:yellow;mso-highlight:yellow">Chat Hours:</span></b><span style="font-size:10.0pt;font-family:"Arial",sans-serif;background:yellow;mso-highlight:yellow">
9am-3pm M - F<o:p></o:p></span></p>
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<p class="MsoNormal" align="center" style="text-align:center"><b><span style="font-size:10.0pt;font-family:"Arial",sans-serif;background:yellow;mso-highlight:yellow">Phone Hours</span></b><span style="font-size:10.0pt;font-family:"Arial",sans-serif;background:yellow;mso-highlight:yellow">:
8:30-4:30 M/W/Th/Fr 9:00-4:30Tu<o:p></o:p></span></p>
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<p class="MsoNormal" align="center" style="text-align:center"><b><span style="font-size:9.0pt;font-family:"Arial",sans-serif;background:yellow;mso-highlight:yellow">Email: financialaid.arizona.edu/contact/email<o:p></o:p></span></b></p>
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<p class="MsoNormal"><span style="font-size:10.0pt;font-family:"Arial",sans-serif;color:black;background:yellow;mso-highlight:yellow">Moved to TEAMS!<br>
Emails include Campus Partner Referrals<o:p></o:p></span></p>
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<p class="MsoNormal"><i><span style="font-size:9.0pt;font-family:"Arial",sans-serif">reported as of 1/11/2021<o:p></o:p></span></i></p>
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<p class="MsoNormal"><b><u><span style="font-size:12.0pt;font-family:"Arial",sans-serif">Glossary of Terms:<o:p></o:p></span></u></b></p>
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<p class="MsoNormal"><span style="font-size:10.0pt;font-family:"Arial",sans-serif">ALNs – various adjustments to aid or cost of attendance per students’ request<o:p></o:p></span></p>
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<p class="MsoNormal"><span style="font-size:10.0pt;font-family:"Arial",sans-serif">PJ Appeals - refers to Family Contribution Appeal & COA Appeal submitted date<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:10.0pt;font-family:"Arial",sans-serif">Residency Mismatches – refers to students who have changed residency statuses (NR to Res or Res to NR) and need aid adjusted accordingly.<o:p></o:p></span></p>
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<p class="MsoNormal"><span style="font-size:10.0pt;font-family:"Arial",sans-serif">Conversations Completed - Customer Chats Completed for OSFA Questions<o:p></o:p></span></p>
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<p class="MsoNormal"><span style="font-size:10.0pt;font-family:"Arial",sans-serif">Customer-Abandon Chats - chat requests where a student/parent entered chat queue but left before Ask Aid Team answered the message. Email case created.<o:p></o:p></span></p>
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<p class="MsoNormal"> <o:p></o:p></p>
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<p class="MsoNormal"><o:p> </o:p></p>
<p class="MsoNormal">Thank you! <o:p></o:p></p>
<p class="MsoNormal" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto"><span style="color:#17375E">Meghan
</span><o:p></o:p></p>
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<p class="MsoNormal" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto"><span style="color:#1F497D"> <img border="0" width="71" height="70" style="width:.7395in;height:.7291in" id="Picture_x0020_1" src="cid:image001.png@01D6E8C3.23EBC8D0" alt="blockA-small"></span><o:p></o:p></p>
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<p class="MsoNormal" style="line-height:11.55pt"><b><span style="color:#002060">Meghan McKenney |</span></b><span style="color:#002060"> Director, Counseling<br>
</span><span style="font-size:10.0pt;color:#002060">Pronouns: She/Her/Hers (</span><a href="https://www.mypronouns.org/"><span style="font-size:10.0pt">What's this</span></a><span style="font-size:10.0pt;color:#002060">)</span><span style="color:#002060"><o:p></o:p></span></p>
<p class="MsoNormal" style="line-height:11.55pt"><span style="font-size:10.0pt;color:#002060">The University of Arizona | Office of Scholarships and Financial Aid</span><o:p></o:p></p>
<p class="MsoNormal" style="line-height:11.55pt"><span style="font-size:10.0pt;color:#002060">PO Box 210066 | Tucson, AZ 85721</span><o:p></o:p></p>
<p class="MsoNormal" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto"><span style="font-size:10.0pt;font-family:"Segoe UI Emoji",sans-serif;color:#17375E;background:#FAFAFB">📞</span><span style="font-size:10.0pt;color:#17375E;background:#FAFAFB">
</span><span style="font-size:10.0pt;color:#17375E">520.621.1858| <b>FAX</b>: 520.621.9473<o:p></o:p></span></p>
<p class="MsoNormal"><i><span style="font-size:10.0pt;color:#17375E">Our goal is to help you focus on what really matters – getting an exceptional education and gaining the skills to launch your career.
<br>
<o:p></o:p></span></i></p>
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