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100
If the applicant does not remember their user name or password from a previous year and they are trying to complete a new application for 13/14. What will need to be done?
They will just need to create a new user name and password.
100
What is the difference between a school Participating or being Contracted with FACTS for Grant & Aid?
If the school is Participating, they are not paying a fee to use our services - so they are able to have awards given to applicants for their school (from a Group or Diocese), but the school would not be able to view any of our reports. If the school is Contracted, they paying the fee to use our services - thus they are able to have awards given to applicants from their school and view the reports or financial information given with the application.
100
When do we recommend training a new school or contact on the system?
Once they have at least 1 VER application on the system. This way they are able to see an application once it was received and how the formula works based of the application and documents received.
100
A contact is asking where we are coming up with the household size for their applicants, where do we get this information from?
It depends on the status of the application. If it is PRIOR to the application being VER, then we are pulling the number from their application. If it is AFTER being VER, we are getting the if the tax return exemptions.
100
A contact calls in and states that they are getting close to their deadline for aid. They still have a lot of applicants that are in the INC status. She wants to know if there is anything that we can do to help get these applicants completed. Is there anything we can do?
We would be able to send out notices to the applicants that have incomplete information. You would do this by clicking the "Notice on Demand" button.
200
A contact at your school is calling in stating that she has a divorced family that is trying to apply for aid. She would like to know if both parents have to complete an application (since both will be paying for tuition), or if just 1 parent is required to complete an application.
You would need to tell her that if both parents are required to pay the tuition, then both need to complete their own application. They would also want to make sure that they include any new spouses living with them on their application (if applicable), since our application is based on the household.
200
If a school is choosing to be repsonsible for the application fee for their families. What is something that we may want to let them know about ahead of time?
We would want to make sure that they are aware of 'school shoppers'. So any applicant that lists their school on an application (whether they are actually attending the school or not), the school will be reponsible for paying their fee.
200
Explain the different statuses to your school, and why these are important:
Verified (VER): application analysis is complete, and the school can now review the application Submitted (SBM): application has not yet been verified since we are still waiting on more information; we suggest not reviewing these applications until in the VER status Submitted DNF (DNF): application has been received, but the applicant does not file taxes (will never be moved to VER); the school will need to make sure to review these individually - to make sure that application makes logical sense
200
A contact is calling you because they had an applicant that applied for aid last year and was listed as needing aid, but this year they are not listed as needing aid. What would you need to do in this situation?
Tell the contact that there are a lot of different factors that could play into this. Change in income/expenses, something being listed incorrectly on their application. We would need to look at last years application as well as this years application to see where the amounts are differing. The parent may need to go online and review the information on their application to see if anything was entered incorrectly.
200
You contact calls and would like to know when we send out notification to applicants. What would you tell them?
*Confirmation Notice: once the application has been received *Notice 1: This will be send 10 days after the application submission if any infomation is missing (email or postal) *Notice 2: This will be sent 21 days after Notice 1 IF any information is still missing (email or postal) *Notice 3: This will be sent 21 days after Notice 2 IF any information is still missing (POSTAL only)
300
What happens if an applicant enters the access code while completing the online application? What is the access code used for?
The applicant would get an error stating "The security access code does not match our records". The access code is only used to link the applicants information to their paper application.
300
Why would a school have both early and late registration listed on their school setup?
They may have earlier deadlines for particular grades (Freshman, etc) that require awarding prior to their regular deadline. This is usually due to the tax requirements being different for the early registration vs. the regular registration.
300
A contact is calling because they have an applicant that just had another baby in January that was not reflected on their 1040. She would like to know if there is anything she can do to modify the application income or expenses. What would you tell them?
Yes, they would be able to go into the "Applicant Status Report", click on the applicant ID, and then they would be able make an adjustment to the income or expenses, if needed. We could also offer to change their household size to reflect the new baby as well.
300
If a contact is calling in today stating that they have an applicant that filled out an application yesterday, but they were applying for the 2012-2013 School Year. What do we need to do so that this shows up correctly for the school? Where would you do this?
We would need to move back the application to the 2012-2013 School Year, by clicking on the applicant ID and then selecting "Move to Another Application Year". We may also need to go into each student and change the grade back to the previous year (as the applicant probably chose the year based off 2013-2014 School Year).
300
How can the application fee be paid for the following: If applicant is completing the application online? If the applicant is completing a paper application? If the payment has failed online? The applicant failed to send in a payment with their paper application?
Online: ACH or CC Paper: Check or CC Online Payment Failed: CC No Payment with Paper Application: CC
400
An applicant is trying to complete their application online, and when it comes to the payment section they would like to know where to enter their coupon code. What would you tell them?
The coupons do not work for an online application. The applicant would need to complete a paper application they receive from their school.
400
If the school has been billed the $150 annual fee for using paper, but they decided that they now like to go online only to avoid the fee. Would we be able to make this change for the school?
It depends, if we have already sent the school their paper supplies then we would not be able to waive the $150 fee for this current year. We would tell the school it's too late for this year, but we can change it for next year. If we have not sent out any paper supplies, then we would be able to make the changes for online only, and then notify Pam S. in accounting that they do not owe the $150 fee.
400
A contact asks you what the difference is between the Applicant Status Reports and the Student Status Reports. What would you tell them?
The student status report is going to give the school financial information in regards to a specific student - attending their school. Whereas the applicant status report is going to give financial information based on the family as a whole (including possible tuition amounts from other schools), thus changing the amount we suggest in giving regarding aid.
400
What is the difference between the Internal Tracking fields and the Custom Questions on Enterprise?
Custom Questions are answered by the applicant during the application process, whereas the Internal Tracking fields are used by the school, created by the school to track items for their use only.
400
What grades are recognized on Legacy vs. Enterprise?
Answer is still yet to be inserted.... :)
500
If an applicant states they have income/loss from the following, what will we need to tell them to include with their documentation with their application: 1. Rental Property 2. They own a business 3. Own part of an S Corp or Partnership 4. They have a farm 5. Estate or Trust 6. Non-taxable income (Child Support, Spousal Support, Food Stamps, etc.)
Rental Property: Schedule E Own a business: Schedule C S Corp or Partnership: Schedule E Farm: Schedule F Estate or Trust: Schedule E Non-taxable income: Supporting documentation of the non-taxable income (Divorce decrees, aid summaries, signed letter from the applicant stating how much they receive and how often, etc.)
500
If the school has told you that they would like to pay a specific applicants application fee, but they are parent pay for all of their other applicants - is this something we can do? If so, how and would we want to advise the school of anything when doing this?
Yes, we would be able to have that individual applicant call the AM while completing their application. We would then want the applicant to stop prior to the payment screen, we would then need to go in and change the application fee to parent portion "0" and insitution portion "30". The applicant would then be able to pass the payment portion of the application, where we would then change the fee back to being paid by the parent. We would just want to make sure and advise the school that there is a chance that other people could sneak through this process at the same time, thus making their application fee due by the school as well. Accounting will just invoice the school for these applicants.
500
Describe to your school what Grant Management is, and when you would normally do this training:
Grant Management is a tool where the school can record their awards in our system (just for record keeping). They can also make use of our system helping assist the amount to be awarded to each applicant based off different allocations. We usually recommend this training be done once they are ready to start giving out their awards.
500
If you receive a previous year's application OR a scanned copy of a paper application, what is the process for assigning it a new number?
Order one application through the work order screen, and then you will need to login to the printer to close the work order and then finally send it down to data entry.
500
I am a prospective school that would like to know more about the Grant & Aid service. What would you tell me?
*Brief overview of the Grant & Aid product *Tell them they are able to sign up for a webinar *Send Grant & Aid informational flyer OR *Request information be sent from Carmen