(GEN-00-15) (GEN-00-15) We are pleased to announce our new approach to helping you find answers to questions about our Title IV Student Financial Assistance (SFA) programs.

DCLPublicationDate: 9/1/2000
DCLID: GEN-00-15
AwardYear:
Summary: We are pleased to announce our new approach to helping you find answers to questions about our Title IV Student Financial Assistance (SFA) programs.



Dear Financial Aid Partner Letter "GEN-00-15" and SFA Regional Points of Contact.
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September 2000

GEN-00-15

We are pleased to announce our new approach to helping you find answers to questions about our Title IV Student Financial Assistance (SFA) programs.

In the course of our SFA Customer Service Task Force listening sessions, many of you suggested improvements to our call response questions and answer service. Notifying you of a single point of contact was the logical first step. Our Customer Service Call Center (CSCC) is that one place in the Schools Channel of SFA where financial aid professionals may call for answers to their questions. You may contact the CSCC at: 1-800-433-7327 between 9:00 a.m. - 5:00 p.m., Eastern Time. Our 24-hour fax number is (202) 260-4199. If the staff can’t answer your question directly, they will connect you with one of our specialized call centers, or research your question and call you back with an answer.

Many of you have established good working relationships with the SFA staff both in Washington, D.C. and the regions. While we encourage your use of the CSCC, please feel free to continue working with those contacts. For your convenience, we have listed on the back of this letter an updated contact summary of Case Management Teams, Direct Loan Account Managers, and Regional Training Officers. A list of our specialized call centers and help desks and phone numbers can be found on our IFAP website (www.ifap.ed.gov) under “Current SFA Publications.”

We are committed to making Title IV information readily available to you, and this letter is just the first step toward better management of our customer relationships.

We welcome your comments regarding the service you receive from any SFA office or staff member. You have two methods to use to submit your comments to us. First, comments can be submitted through the “Customer Feedback” tab located at the top of our IFAP home page. Secondly, because I am personally committed to your receiving a prompt response to your inquiries, I have set up a special email box through which you may send your concerns directly to me. That email address is: schools_comments@ed.gov. Please let us hear from you.


Sincerely,

G. Kay Jacks
General Manager for Schools

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