1. New and Improved!

2. » Standards for Tuition Removal » Types of appeals » Appeal guidelines » Approved exceptions » What’s not an appeal » Demonstration » Process overview

3. » Established by Financial Services » Blessed by Cabinet » Applies to the removal of tuition for any reason Copy posted to Google Drive

4. » Hardship (up to 100% of tuition only) ˃Illness, injury or death of the student or an immediate family member ˃Career transfer outside the area (excludes DL courses) » Military Call to Duty (100% of tuition and fees) ˃During term – handled by ES ˃After term – student files an appeal » One-time Courtesy (Credit courses - up to 50% tuition only; Non-credit courses - up to 100% tuition only) ˃Student error ˃Unfounded complaints or disputes ˃Financial or undocumented hardship

5. » Not currently enrolled (system check) » No grades earned (system check) » Paid in full or on CAPP (system check) » Documentation » (required for hardship only) » Meets 90 day deadline (system check)

6. » If you weren’t able to complete, you can file an appeal (tell them how) » You need to meet the requirements, or it won’t go through. » The appeal committee will review your appeal and email their decision within 30 days. » IF your appeal is approved, you will get tuition voucher you can use the next time you enroll. Don’t Say: “Refund” “Waiver” “Should be approved…” “Will be approved…” “Likely to be approved…” “We had problems…” “I hear that a lot …” Don’t Say: “Refund” “Waiver” “Should be approved…” “Will be approved…” “Likely to be approved…” “We had problems…” “I hear that a lot …” Do NOT tell the student to appeal once the deadline has passed. It will be declined!

7. » 90 day deadline exception: Extended 30 days IF… ˃The student didn’t know they owed money (we verify!) AND contacts us immediately when they learn about it – OR – ˃The student was incapacitated and unable to respond in a timely manner AND contacts us as soon as they can » New student exception: 100% waiver IF… ˃Student didn’t attend AND +didn’t know they were enrolled OR +didn’t understand PCC’s drop requirements ˃ Students need to file an online appeal

8. » What it is: ˃Claim of account error requiring research » How it’s handled: ˃Staff gathers info and completes Dispute Investigation form ˃SAS manager reviews and determines outcome ˃Action/outcome logged in TGACOMC (legal requirement) ˃Payment NOT required while dispute under investigation » What it isn’t: ˃An assertion by the student that “I shouldn’t have to pay because…” - OR - ˃A student error or misunderstanding that is immediately identified

9. » What it is: ˃Complaint about a PCC employee, course or practice » How it’s handled: ˃Student completes Complaint form ˃DOS office forwards to appropriate Dean or Administrator ˃Action to be logged by SAS staff in TGACOMC » What it isn’t: ˃ An academic grievance (see student account handbook) » www.pcc.edu/about/complaints

10. 1. Go to MyPCC 2. Click Student Account Information 3. Click Tuition Appeals Paper petitions are no longer accepted

11. Individualized messaging displays throughout the process based student status: FA/VA, holds, not registered, course ineligible etc.

13. Pulls data from 12 Banner screens in a single view!

15. Don’t ping the student! View the student’s tuition appeal status in TGACOMC.

16. 1.Student accesses online appeal ˃Meets requirements – system accepts and logs ˃Does not meet – info text with reason 2.Student submits documentation ˃Online via tution.appeal@pcc.edutution.appeal@pcc.edu ˃In-person at SAS (docs imaged and TWAPEAL updated) 3.Intake desk updates status and reviews 4.Decision made based on guidelines 5.Student notified within 30 days of receipt 6.SAS uses TWAPEAL to update status 7.You use TGACOMC to answer student questions