Functional Statements > Federal Student Aid

D. Student Aid Awareness and Applicant Services

Student Aid Awareness and Applicant Services acts as the entry point to the student aid life-cycle by delivering integrated awareness and application products and services that are driven by the needs of millions of students, potential applicants and their families. The organization's primary role is to ensure that students and their families are aware of, have access to, and have applied for post secondary financial assistance. To accomplish this mission, Student Aid Awareness and Applicant Services is divided into the following divisions:

Awareness and Outreach
Applicant Products and Customer Services

Awareness and Outreach

• Provides information and guidance to assist students in planning for a postsecondary education.
• Targets segments of the population who are traditionally underrepresented in postsecondary education (both students and families) for Student Aid Awareness through partnerships and outreach.
• Develops and implements strategies to increase early aid awareness.
• Conducts awareness and outreach campaigns using mass media.
• Manages the content of and access to Student Aid on the Web and Counselor's website.
• Establishes and manages partnerships with organizations that share concerns about access to student financial aid.
• Facilitates and manages networks within the awareness and outreach community (e.g. National Council of Higher Education Loan Programs, Guaranty Agencies).
• Develops and delivers training for high school guidance counselors on student awareness and outreach products.
• Manages the design, development, translation, production (including printing) and fulfillment of financial aid publications (content development resides in the program areas).
• Collects and analyzes customer data for use in improving awareness and outreach products and services.

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Applicant Products and Customer Services

• Continually reviews and improves aid application products (e.g. Free Application for Federal Student Aid (FAFSA), FAFSA on the Web) to ensure materials are easy to use and student centric.
• Responds to customer inquiries and requests using appropriate interaction channels at the Federal Student Aid Information contact center (FSAIC).
• Collects and analyzes customer data for use in improving applicant products and services and better understanding trends.
• Collects and analyzes customer data for use in improving applicant products and services and better understanding trends.
• Maintains customer demographic and contact histories.
• Ensures that system generated outputs (e.g., Personal Identification Number (PIN) mailer, Student Aid Report (SAR)) are student-centric.
• Develops tools for and delivers training to high school guidance counselors on student applicant products developed by this organization.
• Educates Federal Student Aid staff on student applicant products developed by this organization.

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