This idea began when staff noticed students receiving both sponsorships and VA benefits were sometimes getting incorrect refunds. Sponsorships were added so financial aid could disburse, but because the process relied on a shared spreadsheet and manual communication, the sponsorships were not always removed before VA payments arrived. This led to refund errors, repayment arrangements, and extra administrative work for staff.
To fix the issue, Tamara, Adam, and Mandy designed a clearer workflow in Perceptive Content, replacing the old manual spreadsheet process. Through our meetings, the team refined this workflow so sponsorships now move through a structured, system-driven sequence. Adam receives the workflow, adds the sponsorship, and then releases it once Tamara confirms that financial aid has disbursed. This eliminated the timing gaps that were causing refund mistakes.
Since implementing the workflow, the original problem has been resolved. Refund errors have stopped, students are no longer put in difficult financial situations, and staff no longer have to track repayments or depend on shared spreadsheets. The result is a more accurate, efficient, and streamlined process that benefits both students and the university.
Fellow Change Agents:
- Mandy Tucker
- Adam MacGregor Phillips
- Tamara Horner
Impact of idea:
- VA students will not have inaccurate accounts and will not accidentally receive incorrect refunds.
- Staff no longer spend hours correcting accounts, fixing refund errors, or contacting students to recover overpaid funds.
