Staff Responsibility TWIST FAMS System Communication

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1 SERVE A NEW CUSTOMER APPLYING FOR FINANCIAL AID OVER $200 IN THE OFFICE OR BY TELEPHONE /OTHER CO STAFF /OTHER CO STAFF CO STAFF W/ FAMS LICENSE CO STAFF Asks the customer what aid she wants and how she believes it will help her. /OTHER CO STAFF Tells the customer she must submit a WFS Financial Aid Application for consideration. Takes the signed application from the customer to transmit to the call center Helps the customer complete the application if she needs help Creates a TWIST record if there is not one when the customer submits the application to the staff member Includes the date the application is received and submitted in a counselor note No TWIST entry is required if the customer wants to get an application from the web and submit it herself. Enter the customer in FAMS pre-commitments the same day you receive and transmit the customer application. Enters a $ pre-commitment for occupational skills scholarship customers, $3000 for basic skills, and $4000 for OJT Transmits the customer application to the call center on the day staff receives it. Includes any eligibility proof or cost documents provided by the customer. Serve a New Customer Applying for Financial Aid over $200 Page 1

2 /OTHER CO STAFF Customer wants only child care financial aid Takes the application, or if the customer prefers, directs her to the web application and tells her how to submit it to the call center. Tells her what to expect next (see chart section titled What to expect ) CO STAFF Transmits the customer application to the call center on the day staff receives it. Includes any eligibility proof or cost documents provided by the customer /Other CO STAFF Explains the following points about the child care wait list when funds are not immediately available. The call center will establish the customer eligibility Send a letter to eligible customers adding them to the wait list Send a denial & appeals form to ineligible customers Serve a New Customer Applying for Financial Aid over $200 Page 2

3 CO STAFF W/ FAMS LICENSE CO STAFF Customer does not want only child care financial aid Discusses specifics of the customer s path to her goals Asks about preferred institutions or schools, time to complete training, financial support while in school. Explains the Scholarship Registry if funds are not immediately available for the customer s likely fund eligibility Creates a TWIST record if there is not one, when the customer submits the application to the staff member Includes the staff member received and submitted the application in a counselor note. Summarizes the conversation with the customer in counselor notes and completes a TWIST employment plan Enters the customer in FAMS pre-commitments the same day staff receives and transmits the customer application. Enters a $6000 pre-commitment for occupational skills scholarship customers, $3000 for basic skills training, and $4000 for OJT Transmits the customer application to the call center Includes any eligibility proof or cost documents provided by the customer Serve a New Customer Applying for Financial Aid over $200 Page 3

4 Tells the customer what to expect as follows 1. The FA call center office will call you within x days (see weekly fund alert for call center response time) if you need to send eligibility documents. Call center staff will tell you what they need and how to get it to them. 2. You will have a deadline to provide all the necessary documents of proof to our financial aid office. Be sure to send them what they tell you they need on time. 3. If the FA office has everything they need and you are eligible you will receive a telephone call giving you the next step to receive your FA. If you are not eligible, you will receive a letter denying your financial aid, telling you why and how to appeal if you disagree. 4. If you are eligible but funds are not available you will receive a letter telling you your name is on the wait list/registry Serve a New Customer Applying for Financial Aid over $200 Page 4

5 Receives the application and reviews it for complete information. Forwards the application to the appropriate staff member for processing or customer contact Application not compete Contacts the customer within the time frame noted in the weekly funding alert. Asks questions to determine likely eligibility for all possible fund sources Enter TWIST counselor note summarizing the conversation with the customer, includes documents requested and deadlines Tells the customer what documents to submit, where to send them and deadlines for submission Serve a New Customer Applying for Financial Aid over $200 Page 5

6 Serve a New Customer Applying for Financial Aid over $200 Page 6

7 Application is complete Process the application and contact the customer within x business days after the application is complete. Informs the customer and/or career office staff of approval, denial, placement on the Registry, or placement on the child care wait list For all financial aid over $200 except child care FA Enters TWIST counselor note stating staff approved or denied the financial aid, who was notified and means of notification. For example: Sent an to (name) at (office) telling her (customer Doe) is eligible for FA under (name fund sources) or Sent (customer Doe) a denial letter on (date) - over income (or other reason) Enters TWIST program detail with all eligible fund sources and supporting documents marked Creates FAMS commitment and closes the pre-commitment if the customer is eligible for financial aid over $200 other than child care FA Enters vendor information if available Closes the customer s FAMS precommitment entry if the customer is not eligible May enter updated cost information from the Cost Obligation form or other official sources Contacts the customer if there is a problem/question/mistake on the COF or other cost documents Contacts the by to inform her when the customer is eligible and TWIST program detail is complete. Sends the customer a denial letter if the customer is not eligible For Child care FA - Creates a TWIST wait list record if the customer is eligible, and child care financial aid is not immediately available. Sends wait list letter Includes appropriate reason for denial and appeals form Enters eligibility information into the TWIST program detail Do not enter a referral now Sends the Call from Wait List letter when funds for the customer are available Collects signed Parent Agreement, assures eligibility and makes TWIST vendor referral Serve a New Customer Applying for Financial Aid over $200 Page 7

8 Contacts eligible customers to provide next steps unless the customer is working with call center staff to receive child care financial aid only If necessary, tells the customer we need a Cost Obligation Form or other valid cost information from the approved vendors before she receives a voucher or other financial aid payment. May discuss customers ability to meet financial obligations during training Tells a scholarship customer she will receive an Award letter with the Customer Responsibilities Agreement and Voucher when we get all necessary cost information Explains relevant information about award limits and information required to get ongoing financial aid such as transportation Tells a scholarship customer we will expect her to contact us to tell us she has started class Updates employment plan if necessary and summarizes conversation in counselor notes Records summary of instructions given to the customer concerning submission of cost information in TWIST counselor notes Checks customer contact information in TWIST so we can reach the customer to assure she started class May give the customer the cost obligation form or direct her to the online form Forwards the form or other cost information to the Financial Aid Call Center the same day it is received Career Office staff do not discuss any problems with a cost obligation form submitted by the customer. The call center is responsible for talking to the customer about costs when it is necessary Serve a New Customer Applying for Financial Aid over $200 Page 8

9 Gathers all necessary information about the cost of the customers approved financial aid A Cost Obligation Form or other cost documents may come to the call center from career office staff or directly from the customer Enters TWIST counselor notes summarizing receipt and action on Cost Obligation form or other cost documents Notes any conversation with the customer about her financial aid Updates FAMS commitments with the most accurate costs and vendor information available Tracks financial aid limits by category Enters need now in FAMS when it is time for the customer to get her voucher Sends a FAMS Issue to let FAPO know if there is a disparity in ETPS and the cost information the school provides for the customer FAPO STAFF Reviews FAMS information marked need now to assure data entry accuracy Approves the commitment or sends a FAMS Issue when staff sees a error or omission Contacts the customer if we need additional cost information or clarification on costs Sends the completed award letter and the voucher to the when we have final approval and all necessary cost information Informs the that the voucher will not exceed the ETPS cost if the schools the customer submits are more than the ETPS listed price. Staff may tell the customer to keep in touch with us when the students actual cost exceed ETPS costs. If we receive new information from the school we may be able to increase her/his scholarship amount. Serve a New Customer Applying for Financial Aid over $200 Page 9

10 FAPO Assures that ETPS posted information is current FAPO Responds to FAMS Issues concerning individual cost requests that exceed ETPS listed costs FAPO Contacts a vendor who provides individual customer costs that exceed the ETPS listed cost Works with vendors to assure that ETPS has current accurate information Serve a New Customer Applying for Financial Aid over $200 Page 10

11 Talks to the customer about what to expect from WFS, and what WFS expects of her. Discusses deadlines for providing us information about grades, course changes, attendance etc Enters counselor note summarizing the conversation Gives the scholarship customer an award letter & gets the customer signature on the Customer Responsibility Agreement Files a copy of the letter and signed agreement in electronic file system Provides one award letter and agreement for scholarship customers each semester or term Records changes during that semester/term in counselor notes Provides attendance forms for some customers Serve a New Customer Applying for Financial Aid over $200 Page 11

12 CALL CENTER CALL CENTER CALL CENTER Uses reports to keep up with our future commitments to customers Checks TWIST records entered by the to determine if it is time to let FAPO know that a customer now needs financial aid previously committed Uses TWIST Active List to keep up with customers with upcoming financial aid commitments Enters relevant information about customer progress toward her employment plan goals Updates the TWIST employment plan as necessary Runs weekly Future Commitments report to find upcoming commitments Checks that TWIST records for customers named in the Future Commitments report to assure they include the required information about customer progress and new semester/term costs. Marks the commitment need now if it is time to move a customer s commitment to approved status. Sends an message to the career office if TWIST counselor notes for people on the Future Commitments Report do not make the customer s progress and requests for financial aid clear Follows the steps in this chart listed for a new customer after she receives approval for financial aid Uses TWIST counselor notes to record that the customer wants continued financial aid, remains eligible through compliance with the Responsibility Agreement, or notes changes or cancelation in the customer s financial aid request Cancels vouchers and future commitments if the customer has not communicated a need for committed financial aid within 10 business days of the commitment start date Serve a New Customer Applying for Financial Aid over $200 Page 12

13 CALL CENTER CALL CENTER Communicates with the customer to determine if she started school or received other services - as expected CALL CENTER Checks to assure that customers with vouchers for WFS financial aid have received the approved service Notifies the FAPO if service was delivered as planned, not delivered or changed Uses the TWIST Active list to track customer s expected school start date, or date for delivery of other expected services approved for payment with WFS financial aid Enters a TWIST counselor note to inform the system about the customers receipt of the services approved for payment with WFS financial aid Changes the employment plan if services or timeline to meet employment goals have changed Runs FAMS marked shipped report weekly to know which customers with approved commitments who received vouchers, have not been Mark Shipped in FAMS to tell FAPO service received. Checks TWIST counselor notes to determine which of the customers on the above report received service. Enters Mark Shipped to the customer FAMS record if the customer TWIST record indicates she has received the approved service - Most often the TWIST record says the customer reported she began attending classes as planned. Updates future commitments if the customer and rescheduled the service for a future date Cancels future commitments if the customer has not communicated receipt or delay of the expected service within 10 business days of the commitment start date Sends an reminder to the career office copying the manager, if a customer is marked as starting class and the staff member does not have an open training service in TWIST. Notifies the and copies the manager before canceling all commitments when the has not recorded in TWIST that the customer received service. Sends a denial letter & appeals form when the customer does not confirm receipt of services for all future commitments using the reason - You did not comply with your scholarship agreement by keeping in touch with us as promised to tell us you started training Serve a New Customer Applying for Financial Aid over $200 Page 13

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