All of Mercer’s in-person financial aid officers were laid off just days before spring course registration started on Nov. 10. No formal notification has been sent to students, as of Dec. 8, to let them know they must now rely primarily on remote services from a Florida-based company called ProEducation Solutions (ProEd).
In an interview with Carolyn White, vice president of student affairs, she told The VOICE, “Given the increasing complexity of financial aid and servicing our students and the difficulty of hiring full complements of financial aid departments and financial aid professionals, the college determined that contracting with an external provider was the most efficient and reliable path forward to ensure that our students had the best services possible.”
In an earlier email from White, shared by deans with faculty on Nov. 18, she wrote, “We will have the call center number to you next week. In the interim, students can call the Financial Aid Office.”
In contrast, White told The VOICE, “So the call center was put in place on that Halloween day,” apparently before the Nov. 18 email was circulated.
Inconsistencies in knowing what services would be available and when may be contributing to student confusion.
For example, when VOICE staff tried at various times to schedule a time to speak about financial aid services by logging in at the kiosk at the One-Stop in the Enrollment Center, the scheduler’s message was: “No time slots available for now, check back later.”
Student Bianca Gonzalez, a first-year digital media major, says what many students have told The VOICE: that information about the changes to the financial aid office has not been systematically communicated.
She said, “I didn’t get an email. There were no notes on the board where I look, or on Blackboard.”
Brandon Milord, a second-year nursing major, says he faced major challenges with financial aid this semester after becoming unexpectedly ineligible despite previously receiving assistance. When he tried to reinstate his aid in person, he was directed to use ProEd’s phone or email instead. He said response time was slow.
“They finally got back to me [via email],” but, he added, “The lady didn’t answer all my questions in the email.”
In addition to concerns about response times and getting full information, students uncomfortable with talking about financial information over the phone or Zoom, facing English-language difficulties on the phone, or dealing with privacy concerns may be left with few alternatives.
Students like Ashley Tello, a second-year plant science and biology major, say, “I kind of have social anxiety, so talking online can be a little bit difficult for me.”
When asked about students who would feel uncomfortable sharing financial information on the phone, Dr. Preston said, “Financial aid conversations tend to be about process and documentation more so than finances per se, and I find that most of my actual finance conversations, say with a bank or investment professional, happen over phone or Zoom. I think that’s the trend in communication these days.”
She added, “However, I understand that we will have a financial aid professional on site one week per month for really tricky cases or students who feel uncomfortable with technology.”
She did not offer any details about how students will know to find this professional.
While the administration maintains confidence in the new model, the process by which it was implemented has drawn criticism from staff and their union representatives.
At the MCCC Board of Trustees meeting on Nov. 24, David Valentino, president of the union representing the professional staff at the college, made an impassioned statement during the open public comment period.
He highlighted the case of one of the financial aid employees who, he says, was told that her job was no longer in existence and was escorted to her vehicle. He noted how her health insurance had ended at the end of the month after working at the college for almost a decade.
Valentino said, “The Professional Staff Union, along with other unions in this college, are not going to stand by and let the college eliminate positions of our unit and treat people the way that they have been treated.”
But while the staffing cuts and transition have drawn sharp criticism from employees and union representatives, the impact falls directly on students who need support most.
A survey conducted by The VOICE of 30 Mercer students found that 73 percent faced challenges surrounding financial aid for the upcoming term. Sixty percent currently receive aid, and 43 percent said they would not be able to remain enrolled without it.
Not everyone is worried. Some believe the change may bring benefits to students.
Christopher Lowsky, a current employee at the One-Stop, said he thinks students will still receive accurate information.
“The biggest difference would be they don’t have the in-person aspect. But they’re still getting the same information in a fairly similar timely fashion regarding the processing of FAFSA information.”
He added, “Sometimes it’s nice to be able to come in, and if a person’s there, you can just quick grab them. When it’s online, it’s more of a first-come, first-served. In a way, it is more organized.”
However, students say they continue to struggle with uncertainty about whom to approach with their questions.
Milord, for example, says the confusion is taking an immediate toll.
“It’s frustrating. I have finals this week. I couldn’t really concentrate on studying because I’m working. Because I’m trying to get more on top of it now, because I know I’m not going to get financial aid,” he said.
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Additional reporting was provided by Domenica Gamero.
