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A study was undertaken at Macomb Community College (MCC), in Michigan, to review the effectiveness of the college's financial aid department. Data were gathered from a search of the literature related to financial aid services and a review of comments and findings from MCC alumni and financial aid surveys. In addition, surveys were conducted of financial aid officers at 15 Michigan community colleges and 4 peer institutions in other states, of 1,488 students who applied for financial aid in 1994-95, and of 96 non-financial aid administrators at MCC. Study findings included the following: (1) while the literature review found little information on financial aid service, what existed stressed the importance of a polite staff, keeping administrators informed, creating student materials, and assessing satisfaction frequently; (2) respondents to previous MCC surveys showed concern with availability, processing, qualifications, and service attitudes; (3) based on responses from 10 colleges in the survey of state and peer institutions, MCC had a lower percentage of students receiving aid than the other institutions, at approximately 20%; (4) based on responses from 35% of the financial aid applicants surveyed, applicants were slightly more than "satisfied" with courtesy, hours, knowledge, overall service, efficiency, and processing at the financial aid office; and (5) results from the survey of MCC administrators (56% response rate) indicated that few had attended financial aid workshops and more respondents reported seeing or receiving any of several types of publicity about financial aid at Macomb. Most commonly remembered was publicity in the MCC student newspapers. Least common were direct mailings or brochures. The three survey instruments are appended. Contains 25 references. (TGI)

Descriptors: Administrator Attitudes, Community Colleges, Financial Services, Participant Satisfaction, Program Effectiveness, School Surveys, State Surveys, Student Attitudes, Student Financial Aid, Student Financial Aid Officers, Student Personnel Services, Two Year Colleges

Autor: Adams, Judith


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