Dear Merisenda, Adam and Jayson:</p>
<p>Thank you for meeting with Susan Ikerd and me about your concerns regarding Financial Aid. Our conversation will help us strengthen our Office of Financial Aid in ways that will better serve you and your fellow students.</p>
<p>As we discussed, financing a USC education is a partnership between the student, family and the university. Financial aid packages are based on the careful assessment each year of individual and family financial circumstances. These circumstances can (and do) change from year to year.</p>
<p>Financial Aid at USC</p>
<p>Before I address the specific concerns we discussed, I want to reiterate some of our discussion about USC’s financial aid budget and the need demonstrated by USC students.</p>
<p>· USC’s budget for financial aid (scholarships and grants) for the academic year 2008-09, not including money from alumni organizations and other “indirect” sources, was $160,233,313.</p>
<p>· For the 2009-10 academic year the budget is $174,291,849.</p>
<p>· This is an increase of 8.8%.</p>
<p>· Applications for financial aid from continuing students have increased more than 9%, from 5,923 in 2008-09 to 6,438 applications in 2009-10.</p>
<p>· Likewise, the number of continuing students receiving aid has increased 15%, from 5,066 students to 5,704 students.</p>
<p>· Total grants for continuing students increased from $72 million in 2008- 09 to $ 77 million in 2009-10.</p>
<p>We attribute the increased need to the current economic crisis that has impacted families across the country.</p>
<p>Changes in Financial Aid Packages This Year</p>
<p>We are committed to keeping financial aid as stable as possible during a student’s time at USC. This year the changes in financial aid packages for continuing students were due to the following:</p>
<ol>
<li><p>Changes in family income or other circumstances affecting the ability to pay</p></li>
<li><p>USC’s increase of the summer earnings contribution</p></li>
<li><p>USC’s increase of maximum loan levels </p></li>
</ol>
<p>The primary reasons for changes in financial aid packages are changes in family income or other circumstances that affect a family’s financial need. These additional circumstances include fewer children in college, fewer children living at home, etc.</p>
<p>The factors adjusted by USC were unchanged for over a decade. A comprehensive review of our guidelines indicated that they were out of alignment. Summer earnings were recalibrated based on current minimum wage. However, we recognize the importance of summer internships and attending summer school. Therefore, we encourage students holding internships, enrolled in summer school or unable to find employment to appeal for an adjustment to the summer earnings contribution.</p>
<p>Maximum loan levels included in financial aid packages were increased by $1,500. These “packaged” loans are federally subsidized and students are not required to borrow. For students attending USC for four years, the total amount of loans included in their financial aid package should amount to about $22,000. Note that loan amounts and summer earnings expectations are the same for new and continuing students, based on class level.</p>
<p>Service Issues</p>
<p>You have quite rightfully pointed out several serious service issues. Our document handling has been poor. It has been difficult to reach the Office of Financial Aid by phone. Information has sometimes been inconsistent. Appeals were not processed in a timely way. To each of you, and to every student and family that has been affected I apologize. Allow me to tell you what steps are being taken to improve our service in each of these areas.</p>
<p>Document processing for financial aid documents is moving out of the Office of Financial Aid to our document processing unit. Each year this unit processes over 75,000 admission applications and scans about two million pages of loose documents. Error rates are very low and the unit has been very successful in eliminating lost documents.</p>
<p>The student services area of the Office of Financial Aid is also being reorganized based on recommendations from a consulting firm with expertise in customer service. Within the next 3-6 months we will co-locate our admission and financial aid student services staff. In addition, we will add a dedicated customer relationship manager to oversee the newly configured unit. These steps and other components of the plan will allow us to focus more staff resources on telephone, email and in-person service at peak times throughout the year.</p>
<p>A Final Word</p>
<p>Thank you, again, for meeting with Susan Ikerd and me. Your willingness to share your perceptions and experiences will help us improve how we serve students and how we communicate about financial aid at USC. I hope you will post this on your Facebook site. And I invite you to refer anyone having unresolved problems with financial aid to me personally or to Susan Ikerd.</p>
<p>I look forward to future conversations.</p>
<p>Sincerely,</p>
<p>Katharine Harrington</p>
<p>L. Katharine Harrington
Dean of Admission and Financial Aid
University of Southern California
700 Childs Way, JHH 216
Los Angeles, California 90089
(213) 740-6753</p>
<p><a href=“mailto:afadean@usc.edu”>afadean@usc.edu</a>