Building a High-Performance Financial Aid Team

By: Dotti Davidson, FAS Consultant

It’s a question no one likes to ask: “Is the issue with the employee, or is it with leadership?” You hire someone with financial aid experience, yet performance issues arise. Thoughts like “How did they get hired?” or “Shouldn’t they already know this?” may come to mind. But before jumping to conclusions, it’s worth examining whether the problem lies in expectations, training, or communication.

As leaders, we set the tone. If employees lack clear expectations, support, and coaching, they may struggle—not because they aren’t capable, but because they weren’t set up for success. Building a high-performance financial aid team starts with creating an environment where staff can thrive, grow, and contribute effectively to your financial aid office.

Set Clear Expectations from Day One 

Do your employees understand their role? You may be surprised by how often job descriptions, policies, and guidelines are unclear—or never provided at all.

New hires should receive a detailed job description during onboarding, with defined expectations and structured check-ins. Instead of “do what I tell you,” provide a clear framework for their responsibilities and decision-making authority.

A simple adjustment, like providing a structured onboarding plan and ensuring employees review FSA Training Center resources, can make a significant impact on job performance.

Schedule Regular Check-in Meetings 

Do you hold weekly, bi-weekly, or monthly check-in meetings with staff to review issues, projects, and goals while ensuring their performance meets expectations? In many financial aid offices where I’ve served as an interim director, staff weren’t accustomed to regular check-ins—leading to feelings of isolation and uncertainty about expectations.

• One-on-one meetings allow for questions, feedback, and coaching.

• Group staff meetings help teams collaborate, share updates, and feel connected

• Clear communication reduces frustration, mistakes, and inefficiencies.

Your team shouldn’t feel like they’re working in silos. Regular check-ins create alignment, accountability, and stronger teamwork.

Coach and Mentor Your Supervisors 

Are you taking the time to coach your supervisors and managers? Many staff members are promoted to leadership positions because they excel at processing financial aid, but managing people requires a different skill set. I have used the Sam Parker leadership books to help my managers gain a fresh perspective.  When I mention “books,” I refer to those that take a maximum of 10 to 15 minutes to read. Depending on the situation, I met with the managers as a group or individually. I provided each of them with their own set of “books,” and we discussed each one over eight weeks. Many of my former employees have shared how valuable that investment was in their development as financial aid directors.

Recent studies show that the power of coaching can’t be overstated:

• 221% ROI on team coaching efforts

• 80% of employees reported higher self-confidence due to coaching

• 51% of companies with a strong coaching culture report higher revenues than their peers

Coaching significantly enhances cohesiveness, builds trust, and cultivates camaraderie. The process may also reveal bad habits that need to be addressed.

Confront Bad Behaviors 

Many people dislike confrontation and avoid it at all costs. What we do not address, we then condone. Small behaviors like tardiness lead to bigger issues by staff, such as not responding to emails or returning phone calls promptly. We must address the behavior and actions that are not conducive to ensuring the team’s success. Why are they not performing as expected? Ask yourself: Is it aptitude or attitude?

Differentiate Aptitude from Attitude 

If they have the aptitude, then is it attitude? Be careful not to misinterpret employee behavior as a bad attitude. The common saying to leave your personal life at home when you come to work is not always feasible. For example, once a team member received divorce papers at work. As most people would, they became distant and withdrawn from work. Rather than assuming they don’t care, I offered support and that gesture fostered trust, loyalty and long-term engagement.

It’s been determined that employees’ perspectives on their job vary, on average:

• 29% are engaged
• 54% are not engaged
• 17% are actively disengaged

Employees defined as actively disengaged don’t care and take action to disrupt workflow. Based on these statistics, the probability that an employee has an attitude issue is high. However, I believe attitudes can change for the better. Do not give up. As Peter Brook says, “Never stop. One always stops as soon as something is about to happen.”  

Give Employees the Tools Needed for Success 

So often we hire employees and it’s baptism by Niagara Falls. Simply making the hire isn’t enough – they need resources, training, and a support system to develop the behaviors and skills your office needs. Consider these items as a place to start:

• Have they completed FSA Training Center courses?
• Do they have access to clear and current policy and procedure manual?
• Are they training to use the Student Information System (SIS) correctly?

Without the right foundation, even the most brilliant employees can struggle. For example, I once hired a new team member who had the ability to recall countless amounts of information. The challenge was the real-world application of all the regulatory information they knew. Even with training and a performance improvement plan, they weren’t able to meet the standards in the role. Eventually, the reality of the situation became clear, and they resigned. It was a tough situation, but the department could be confident that they provided every opportunity for success. Sometimes, despite best efforts, it simply doesn’t work out.

About Financial Aid Services (FAS) 

FAS is a reliable resource for success in today’s competitive environment. FAS’ accomplished team averages 28 years of experience and has 1,600 years of higher education experience. With clients in 49 states, FAS has successfully served over 1,800 institutions nationwide. The Company’s extensive experience combined with industry-leading expertise and focus on superior client outcomes, enables FAS to deliver lasting results to its clients and the students they serve.

Financial Aid Services (FAS) offers:

• Interim Staffing
• Outsourced Processing
• Consulting and Training

Ready to transform your financial aid team?
Discover how FAS can improve staff confidence, enhance communication, and provide tailored training to elevate your staff.