Case Study: University of Nebraska at Kearney

Fall 2019 to Winter 2020

Goal

To improve student service and operational efficiency in the financial aid office.

Situation

Feeling confident about compliance with Title IV rules and regulations, the office of financial aid at the University of Nebraska at Kearney wanted an evaluation of operations resulting in recommendations to streamline its use of technology, staff, and student employees. The school also wanted to evaluate the student experience, focusing on communications and the perception of the financial aid office.

Solution

Blue Icon Advisors performed both on- and off-site evaluations of operations and student services, including a review of policies and procedures to identify potential bottlenecks; evaluated communications to students; and administered a student survey, staff survey and focus groups with both students and staff.

Outcome

Based on the research, observations, and conversations, the consultant recommended changes to job functions for staff in the office, improvements to student and parent communications, and an assessment framework to collect student feedback regarding office services. Mary Sommers, financial aid director, said the consultant's "real world experience was very positive and helpful." She also commented that the results of the student survey that focused on financial aid were already resulting in changes such as a realignment of job responsibilities for several staff members. The engagement with Blue Icon Advisors provided, "strategic objectives to help our students, institution, and staff feel like there are opportunities to change and innovate, even when you don't feel like you have a lot of money to spend," Sommers said.

Do you need a custom evaluation? Are your financial aid operations efficient? Are you providing the best service to students? Complete this no obligation online form to start the conversation with Blue Icon Advisors.

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