2017/2018
SKCTC Default
Management Plan
DEFAULT MANAGEMENT COMMITTEE
CHAIR – DR. REBECCA J. PARROTT
SOUTHEAST KENTUCKY COMMUNITY AND TECHNICAL COLLEGE | 100 College Rd. Middlesboro, KY
40965
Table of Contents
EXECUTIVE SUMMARY.................................................................................. 2
Department of Education Default Prevention
Guidelines………………………………………………………..................,....... 3
SKCTC Default Management Team Committee
Members……………………………………………………….......................,.... 3
Factors for At Risk Borrowers........................................................................,...... 4
Additional Risk Factors ..……………………………….…………..................... 5
Targeted Interventions………………………………………………....................5
Implementation of a Responsible Borrower Leads to a
Successful Future Campaign..................................................................................6
Literacy Awareness Campaign ……………………..…........................................7
New Student Orientation Workshops ....................................................................7
Student Loan Entrance/Exit Counseling …………………………………………8
Loan Resources via Web Page and Call Center
Communication…………………………..…….…………………………………9
Money Management Web Resources …………………………….....……………9
Potential Delinquency Correspondence …………………………………………..10
Review of Cohort Data …………………………………………………………..10
Tracking of CDR ...................................................................................................10
Post Matriculation Strategies, Grace Period, Repayment Period….......................11
2016 Default Actions Performed…………………..……………..…..……….12-16
Assessment and Evaluation of the SKCTC DM Plan ……………………………17
Attachments …………………………………………………………………..18-27
1
Southeast Kentucky Community and Technical College
Default Management Plan
2017-2018
Executive Summary
The Higher Education Opportunity Act (HEOA) of 2008 enacted extensive revisions to the
Cohort Default Rates (CDRs). The HEOA also included a requirement that if a school has a CDR
of 30 percent or higher for a fiscal year, it must establish a Default Prevention Task Force. This
team must create and implement a Default Prevention Plan (DDP) that must meet ED-specified
requirements.
This plan must include at least the following:
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identify the factors causing the default rate to exceed the threshold;
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establish measureable objectives and the steps a school will take to improve the cohort
default rate;
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specify the actions to be taken to improve student loan repayment, including counseling
students on repayment options; and,
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submit the default prevention plan to ED.
The 2012 Southeast Kentucky Community and Technical College (SKCTC) CDR was 32.3% and
the 2013 CDR was released in October 2016 with SKCTC was once again above the threshold at
31.9%, which now makes two consecutive years above 30%. SKCTC’s 2017-2018 Default
Management Plan is an updated plan with any and all revisions. If requested, SKCTC will make
any and all revisions to the updated plan.
In September 2015, in response to the KCTCS’s external auditor, Dean Dorton Allen Ford, FY
2014-15 audit finding of an A-133 compliance deficiency in the area of student financial aid, the
SKCTC Default Management Program was developed. The A-133 finding was the result of the
2012 Draft Cohort Default Rate (CDR) exceeding 30%. In February 2015, the Draft 2012 CDR
was reported as 32.6%. The finding required a corrective action plan and a management
response to be submitted to Vice President, Wendell Followell and Vice President, Dr. Gloria
McCall. In compliance with U.S. Department of Education regulations, SKCTC submitted a
Default Prevention Plan to the Department of Education and the plan was approved on January
29th, 2016. In September 2016, an A-133 was once again the result of the 2013 Draft Cohort
Default Rate (CDR) exceeding 30%. In September 2016, the College submitted a management
response to Vice President, Wendell Followell and Vice President, Dr. Gloria McCall (A). On
December 2nd, 2016 SKCTC received notification from the Department of Education that an
updated plan must be submitted and approved by December 31st, 2016 due to two consecutive
years of having a CDR above 30%.
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Department of Education Default Prevention Guidelines
The SKCTC Default Management Plan identified initiatives in conjunction with the Department
of Education Default prevention guidelines:
1) Created a Default Prevention Management Team
2) Identified factors for at risk students
3) Targeted interventions
4) Allocate college resources
5) Determine if outside resources are needed/KHEAA quote and list of services were
obtained on November 12, 2016.
6) Initiate a responsible borrower leads to a successful future campaign
7) Utilize the Call center for monthly communication
8) Will create an in service session for all faculty
9) Will create a loan literacy presentation for all orientations
10) Develop a loan and financial literacy resource program and web page
11) Correspondence timeline/calendar and staff responsible
12) Post enrollment strategies and timeline that target those who have withdrawn or
stopped attending
13) Delinquency and default resources for past and present students
14) Utilize Retention resources: Starfish, SKCTC No show policy, attendance tracking
The Plan will build upon these activities and initiatives as well as developing and implementing
additional key initiatives as a plan to build upon annually.
SKCTC Default Prevention Management Team Committee Members
1. Dr. Rebecca J. Parrott, VP of Student Affairs
2. Lige Buell, Interim VP of Academic Affairs
3. Dr. Vic Adams, VP of Community and Workforce Development/Middlesboro Campus
Director
4. Scott Sherman, VP of Advancement and Operations/Cumberland Campus Director
5. Ron Hayes, Manager of Operations/Harlan Campus Director
6. Dr. Rick Mason, VP of Inst. Planning & Research/Pineville Campus Director
7. Deborah Young, Whitesburg Campus Director
8. Barbara Gent, Financial Aid Director
9. Anna Stewart, Financial Aid Coordinator
10. Keisha Hunt-Yeary, Financial Aid Coordinator
11. Charlotte Lockaby, Financial Aid Coordinator
12. Felicia Carroll, Admissions Coordinator
13. Kim Hobbs, Veterans Coordinator
14. Elizabeth Bisceglia, SKCTC Call Center Coordinator
15. Carolyn Sundy, VP of Diversity and Inclusion
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The Default Prevention Management Team’s first initiative was to secure access for Kentucky
Higher Education Assistance Authority (KHEAA), which is the third party-servicer hired by SKCTC
to the National Student Loan Database System (NSLDS) through CPS-SAIG and also TIVAS.
Next, financial aid coordinators worked closely with KHEAA for any and all provided default
management training.
SKCTC previously identified various risk factors that are associated with default and any
additions found during the training were added to the list below. At-risk borrowers, strategies
and interventions may vary according to the characteristics of borrowers the school enrolls. As
the student population and other factors changed, we had to be mindful of the possibility the
risk factors would also change. This will be evaluated annually for additions.
Factors for At Risk Borrowers:
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Program of Study
Late registration status
Academic achievements or lack of
Financial support
Completion of Exit Counseling
Degree Completion
Personal issues
Course delivery – online vs. face to face
GED/HS diploma/ATB/Compass
Withdrew or transfer
Turned in as a no-show
Turned in as stopped attending class
Total Hours completed
GPA
SAP appeal and if so, how many
Student direct from HS, a transfer student or a lapse between PS education
Academic probation
Repeatedly dropped courses
Determine the borrowers date of enrollment was correctly reported in NSLDS:
withdrew, completed, stopped attending
Once the team identified the factors that SKCTC borrowers have in common, then the team
examined the data for patterns or trends that existed which possibly contributed to their
default status. It was important for the team to first do some analysis to determine who our atrisk borrowers are and why they are defaulting. The team then tailored a set of targeted
interventions. SKCTC will continue to analyze and understand which borrowers are at the
greatest risk of loan default so the interventions will again be evaluated to see which ones are
effective or potentially ineffective. SKCTC utilized and will continue to utilize the call center for
intervention communication via phone calls, KNECT messages, e-mails and text messages.
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Additional Risk Factors
Four groups of students have been identified for potential defaults:
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Students who are enrolled as pending program students without acceptance into a
specific program
Students who have not decided a major after one year of study
Students who do not meet Satisfactory Academic Progress (SAP) Standards
Students who have withdrawn from all classes during the course of a semester
Students who were turned in as a no show or stopped attending classes during the
course of a semester
Students who have a poor history of completion
Career Counseling efforts have continued to decrease the number of students listed as pending
into a specific program or academic major that will ensure they receive a degree or certificate.
In addition, students enrolled as undecided or pending are notified as they approach 30 hours
attempted of the need to seek counseling. Likewise, students who have not met Satisfactory
Academic Progress standards must undergo financial literacy training to fulfill the requirements
of an approved Plan of Action within the term for which they have been approved.
Targeted interventions:
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The best time to contact and potentially influence the borrower in a positive way was
determined to be during the very first semester of attendance. Initial contact and
financial literacy was e-mailed to them and also responsible borrower practices.
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Determined if the borrowers who defaulted did not receive their full six-month grace
period due to late or inaccurate enrollment reporting by the school.
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Contact the student if the borrower has not pre-registered or registered for the next
semester to remind them of their loan obligations if not enrolled in a post-secondary
institution.
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Contact the student during the grace period.
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Contact the student during the repayment period.
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The college provided and will continue to provide early or additional loan counseling,
repayment options, loan contact information and financial literacy training to those
borrowers.
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The college updates the borrower’s contact information at every opportunity as the
majority of loan defaulters have contact issues such as bad telephone numbers (landline
and cellular), email addresses and social networking site information.
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Implementation of a Responsible Borrower leads to a Successful Future campaign
The main objective of the SKCTC Default Management plan is to not only help the college
reduced their overall default rate, but more importantly to teach students responsible
borrowing leads to a successful future. The student must own not only the benefits of student
loan borrowing, but also the consequences. In an effort to increase the overall effectiveness of
the default management strategies, SKCTC coordinated its activities with the GEN 100 and GEN
102 course instructors to incorporate student loan informational sessions. This initiatives
objectives are to:
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Engage the faculty through open forums on student success for loan repayment.
Develop a student success culture, including responsible borrowing across all of SKCTC.
Improve student retention, success, and completion, which will benefit loan repayment.
Continuous evaluation of student impact of loan repayment and default.
This initiative was designed with a strong financial literacy component built into the GEN 100 –
GEN 102 classes which are offered as part of first year required courses for new students.
Along with the first year student financial literacy, we are working with SKCTC faculty to
enhance their knowledge of retention efforts through attendance tracking, starfish, SKCTC no
show policy, tutoring, early alert, SAP, etc. Beginning in the fall 2015 semester, an in-service
session for all faculty, along with a student loan session during orientation are offered to faculty
and students were incorporated. Ongoing communication and education of SKCTC faculty and
staff on consequences of unmanaged and rising CDR on SKCTC and Benefits of Default
Prevention and CDR Management also continue. Example: standing agenda item on Faculty
Meeting Agendas. This campaign will also be coordinated with the Literacy Awareness
Campaign which is doing monthly mail-outs, campus flyers and communication reminders
through our call center and our marketing department.
SKCTC also encourages active participation in career services. By making the student aware of
the career services offered at the College will increase career placement rates, which may
improve probability of individual repayment success. This could help provide data necessary
for the ongoing evaluation of the types of programs and training offered by the institution.
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Literacy Awareness Campaign
SKCTC default prevention initiatives include a letter campaign to provide all borrowers the tools
they need to make informed decisions about Federal Student Loan debt. The provided
information will lay a foundational framework of personal finance and money management
skills. Also, the information provides another opportunity to reinforce the future impact of
expected earnings vs. future debt. First time borrowers are sent a quick reference guide to
managing student loans via email prior to receiving a loan informing them of:
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Student Borrower Rights and responsibilities
Interest rates associated with each type of student loan
Information on NSLDS and how to track their student debt
Servicer information and
Consequences of Default
In addition, SKCTC will provide refresher Financial Literacy Seminar training material for
students in their second and consequent years as long as they are attending SKCTC to ensure
they are aware of changes in federal requirements and changes in loan interest rates,
repayment and forgiveness options, etc.
The college will also begin to promote the use of CashCourse throughout the college.
CashCourse is an online resource website produced and maintained by the National
Endowment for Financial Education (NEFE). An email campaign is being developed to create
student awareness and promote the use of these web based tools and tutorials. Monthly emails
are sent out to the entire student population that will include financial facts to assist students
with making informed financial decisions.
New Student Orientation Workshops
New Student Orientations provide additional opportunities to educate students and parents on
financial responsibility early in the student’s matriculation. All students during new-student
orientation will receive a Guide to Understanding Student Loan Brochure, a presentation on
budgeting resources, consequences of Default, communication efforts and responsible
borrowing.
SKCTC Financial Aid Coordinators are present during each orientation to ensure the
presentation is given and questions are answered concerning student loans. During the
presentation the coordinator will also guide the students through the self-service process in
Peoplesoft.
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Student Loan Entrance/Exit Counseling
SKCTC provides face to face loan Entrance counseling to all first time borrower students prior to
applying for student loans. These counseling sessions are mandatory prior to loading student
loans onto the student’s account. These face to face sessions may be independent or in the
form of financial aid workshops for students wishing to receive a student loan. Workshops are
conducted the first five weeks of school (two weeks prior and three weeks after the first day of
class). These workshops will provide attendees with basic information on student loans, review
how to access NSLDS data from a student perspective and provide an overview of the student’s
rights and responsibilities. Entrance counseling will challenge borrowers to consider projected
future debt vs. expected future income as part of the counseling session. This will hopefully
reduce over-borrowing and encourage on-time completion, along with encourage the student
to continually evaluate their academic career path relative to future employment expectations.
Also, students are encouraged to apply for only the loan amounts needed to pursue their
educational goals, the consequences of default, and the myriad deferment, repayment, and
forbearance options. At each session, staff will gather supplemental contact/reference
information at the beginning of each academic period. It is stressed that communication and
updating contact information is critical and that the loans servicers as well as the college will do
everything possible to help the borrower. While applying for the student loan, the coordinator
will provide information regarding their financial need, loan eligibility, current loan balances,
the loan disbursement process, and borrower responsibilities.
Upon exiting or graduating from SKCTC the student is required to have a face to face loan exit
counseling session. The student is provided with current loan balances, lender contact
information, repayment options, the Department of Ed. Loan exit counseling handbook and
must sign and complete the Loan exit acknowledgement form. If the student does not
complete and exit counseling session a hold is placed on the student’s account for transcripts
not to be released. This statement is also provided on their approval of graduation so the
student knows in advance. Student loans will not be awarded after mid-term and students are
made aware of this during all counseling sessions.
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Loan Resources via Web Page and Call Center Communication
Students are provided with NSLDS information a minimum of twice per year through strategic
communications provided by the SKCTC call center in conjunction with the SKCTC financial aid
office. Texts, e-mails, and KNECT messages are sent reminding all students to check the Loan
web page offered by SKCTC for resources needed. Also, the financial aid office will mail to all
current year student loan borrowers of their total indebtedness by providing NSLDS history and
estimated payments at the beginning of the fall term and again at the conclusion of the spring
term, regardless of completion of program within that year. Correspondence for both the call
center and the mail will include:
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Instructions on navigating NSLDS,
Interest rates and the minimum monthly payments and links to NSLDS and the Money
Management Resource Web page.
Money Management Resources
SKCTC incorporated a Direct Loan FAQ’s link on the home Web Page to provide students added
resources to make informed decisions about sound financial management.
Also, a Manage Your Money link was established. This page is not limited to student loan issues
but provides information and access to tools for life. The Money Management Web Page
provides links to the following tools:
 CashCourse
The National Endowment for Financial Education (NEFE) a free service called “CashCourse” to
higher education. This service allows colleges to deliver free online financial literacy to
students. Each institution must complete a contract with NEFE, complete the service sign-up
process, activate a personalized CashCourse web site and promote that site to students.
http://www.cashcourse.org/home/
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NSLDS Student Loan Access
NSLDS Student Access provides a centralized, integrated view of Title IV loans and grants so
that recipients of Title IV Aid can access and inquire about their Title IV loans and/or grant data.
http://www.nslds.ed.gov/nslds_SA/
 DOE’s Your Federal Student Loans
A brochure is made available through the DOE about how to manage debt.
http://studentaid.ed.gov/sites/default/files/your-federal-student-loans.pdf
 DOE’s Federal Student Aid Website
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Provides online video tutorials and articles of various subjects related to literacy including “How
to Pay for College” and “Preparing for College” http://studentaid.ed.gov/repay-loans
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Its Money Baby
Kentucky Higher Education Assistance Authority (KHEAA) Financial Literacy website designed to
provide information to students on budgeting, insurance, investments and students loan.
http://itsmoney.kheaa.com/ 4
Its money baby is also available in a student friendly online magazine
http://kheaanews.com/itsmoneybaby/pageflip.html
Potential Delinquency Correspondence
Monthly, SKCTC receives a report from Kentucky Higher Education Assistance Authority
(KHEAA) which identifies all students who are late in their student loan responsibilities. These
students are mailed correspondence advising them of their loan status and requesting contact
with the servicer. SKCTC also reached out by KNECT messaging, e-mails and phone calls to the
list of students in an effort to reach and track each student at risk of default.
Review of Cohort Data
Review of Cohort Default Data is performed on a monthly basis at SKCTC and KHEAA. This data
is used for all correspondence listed above. All data included on any and all unofficial 2 year, 3
year and official 2 year and 3 year Default rates are screened for risk factors and targeted
interventions. The FA coordinators work monthly with the DoE/NSLDS to develop and update a
Master List of borrowers in Default Status. They then perform data checks on each borrow to
ensure compliance status is correct and a correct date of completion is listed. If any are
incorrect they communicate with the DoE/NSLDS contact to ensure conversion from default
status to current repayment status is corrected. FA coordinators continue this review following
the release of each CDR to ensure calculation reflects reduction in default percentage listed for
the College.
Tracking of CDR
The Financial Aid Director also prints each report showing all borrowers listed for the college
that are in the numerator and denominator for the CDR from the DoE/NSLDS database. The FA
coordinators then track the number of borrowers in repayment status by reporting dates, to
ensure each student is not close to a delinquency date. The FA coordinators also track students
in default to ensure the calculation does not include students who were found exempt by a
loan servicing error by an appeal.
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Post Matriculation Strategies:
Post matriculation default strategies required focused efforts of the third party servicer to
assist borrowers to prepare for entry into repayment through direct personal contact with the
schools. SKCTC contracted with KHEAA, as of October 2015. Efforts listed in the SKCTC 2015
Default Management Plan are initiated jointly with KHEAA Default Management Services.
Grace Period – Steps to follow for call center and the FA office jointly
1. Encourage re-enrollment, if applicable. This improves student retention rates and
encourages completion; borrowers who do not complete are more likely to experience
delinquency and default.
2. Review the National Student Loan Data System (NSLDS) and provide an overview of the
borrower’s summary loan information. Provide a consistent location for summary loan
information. Effectively illustrates total debt obligation (not including private or
institutional loan information). Provide servicer contact information.
3. Educate borrowers about available repayment options. This may reduce fear and
uncertainty about the feasibility of repayment.
4. Encourage borrowers to update/maintain current contact information with servicers.
Increases likelihood of future contact with borrowers if delinquency occurs.
5. Determine reasons for withdrawal and transfer. Categorize reasons and provide
feedback to other areas on campus. Assist other areas in identifying impediments to
successful completion.
6. Again encourage active participation in career services. This helps increase career
placement rates, improving probability of individual repayment success. Provides data
necessary for the ongoing evaluation of the types of programs and training offered by
the institution.
Repayment (Potential Delinquency) Period- Steps to follow for call center and the
FA office jointly
1. Actively monitor NSLDS and reach out to borrowers who are delinquent and in
forbearance to provide resources and counseling. Helps borrowers experiencing
repayment challenges to understand the types of repayment plan options available.
2. Again encourage active participation in career services. This helps increase career
placement rates, improving probability of individual repayment success. Provides data
necessary for the ongoing evaluation of the types of programs and training offered by
the institution
3. Work with KHEAA DM Services to locate “skip” borrowers (those with no valid contact
information on file). This Increases the probability of contact with delinquent
borrowers.
11
2016 Default Action Items Performed
Uncorrected Data Appeal
KHEAA performed and submitted an Uncorrected Data Appeal (UDA) for Southeast and
submitted by the School Case Manager to the Department of Education on October 3 rd,
2016. The UDA contained one account to be removed from the 2013 CDR calculation based on
the details researched and submitted by KHEAA on behalf of SKCTC via the Incorrect Data
Challenge (IDC) process after the release of the 2013 Draft CDR. The other accounts identified
during the IDC were confirmed to be updated and reflected appropriately in the Official
calculation.
The results of the IDC changed the 2013 SKCTC CDR from 31.9% to 31.8%. Official notification
of the CDR change was received from the Federal Student Aid on November 30th, 2016 (B).
Details can be reviewed online via the eCDRappeals.ed.gov website.
PRI Data Appeal
The VP of Student Affairs, along with KCTCS Financial Aid Director, Doug Cleary, received a
communication on October 5, 2016 from Sandra Ninemire with the Department of Education’s
Office of Financial Services that we may qualify for a PRI appeal. After reviewing schools with
CDRs over 2 years and checking to make sure they didn’t meet the Participation Rate Index
(PRI), which means that they have low participation in the federal loan programs compared to
the number of regular students enrolled, some may qualify for a PRI appeal. She stated she
looked at College Navigator and our numbers for the year 2015 were 3111 regular enrolled
students and 77 federal loan borrowers. She notified us to look at our numbers for the
appropriate 12-month period identified on a chart she included that we may qualify for a PRI
appeal.
KCTCS Financial Aid Director and the IR department compiled the data to see if SKCTC would
qualify for a PRI appeal based on the criteria set by (ED). The data resulted in no conclusive
measure for SKCTC to be determined for a PRI appeal.
EDA – Economic Disadvantaged Appeal
Southeast Kentucky Community and Technical College, OPE ID 001998 submitted a cohort FY
2012 economically disadvantaged appeal based on the school’s low-income rate and
completion rate. It was our management’s written assertion that Southeast Kentucky
Community and Technical College, had a low-income rate of 69.7% with a completion rate of
70.31% for the 12-month period beginning on June 2, 2010 and ending on June 01, 2011 (C).
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Southeast Kentucky Community and Technical College employed Crowe-Horwath to review our
management’s written assertion.
Crowe-Horwath concluded that we did not meet the criteria for a EDA appeal (D).
Department of Education Experimental Loan Counseling Site
The Department of Education (ED) offered an opportunity in October 2016 to apply for a loan
counseling experiment that would afford participants flexibility to require additional and
customized Direct Loan counseling. The experiment is to possibly give institutions an increase
in the effectiveness of loan counseling. ED invited interested schools to participate as an
experimental site based on information specified in the Federal Register Notice. SKCTC applied
to be an experimental site on September 9th, 2016. The College was notified in December 2016
that SKCTC had been chosen as an experimental site (D).
In their proposal, ED stated that they acknowledge that “there is limited research on the
effectiveness of loan counseling, including which types of content and modes of delivery of loan
counseling are most effective in helping students to understand and manage their debt, as well
as when and how often counseling should occur to be most effective.” Through this
experiment, ED said it hopes to learn whether the additional loan counseling:
Positively influences students’ decision-making about borrowing;
Promotes successful repayment of student loans, including reducing delinquencies and
defaults; and
Has an impact on students’ academic performance (e.g., grades and time-to-completion).
ED also stated they were “seeking to learn whether different types of content and modes of
delivery of loan counseling are more or less effective in promoting the above outcomes.”
ED notified the participants they could provide the extra counseling through ED’s Financial
Awareness Counseling Tool (FACT), a third-party counseling product or third-party servicer, or
institutionally-developed alternative counseling. Additional counseling may include a test or
other evaluation with certain caveats regarding accessibility, as long as it does not impede a
student’s ability to borrow a Direct Loan.
Institutions participating in this experiment will track and provide data to ED for students
selected for additional counseling, as well as a control group. Additional counseling will be
limited to once per year, so students who have already received initial counseling under current
requirements would not be provided with additional counseling until the next year. Students
selected to receive additional counseling will not be able to receive their Direct Loan until
completion of that counseling.
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KHEAA Monthly Data Reports
KHEAA staff sends monthly CDMS reports by email to the President/CEO and the Vice President of
Student Affairs. (E) KHEAA also provides the College’s skip list, delinquency detail list and each CDR
default lists. The CDR list is not included in the 2017 Default Management Plan due to individual student
personal information being listed. KHEAA loads these reports in our KHEAA school portal.
KHEAA Default Prevention and Recovery Service Details
KHEAA Default Services have:
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Made contact with delinquent borrowers and encourage payment
Continued to connect with defaulted borrowers to encourage resolution through loan
rehabilitation
Counseled on various repayment plans available
o Pay as You Earn
o Income-Based Repayment
o Income-Contingent
o Income-Sensitive
o Extended
o Graduated
o Standard
Determined underlying reason for delinquency or default
Counseled on Deferment and Forbearance options
o In-school Deferment
o Unemployment Deferment
o Economic Hardship Deferment
o Discretionary Forbearance
o Mandatory Forbearance
Verified borrower demographics
Promoted contact with lenders/service providers
13 live-agent calls (the following for each bullet: three attempts to connect and follow up
call in one week after contact for any borrower needing after call work. Help filling out forms,
etc.)
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30 days past due
60 days past due
90 days past due
120 days past due
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150 days past due
180 days past due
210 days past due
240 days past due
270 days past due
300 days past due
330 days past due
355 days past due
Every 30 days post-default
Follow up call in one week after contact for any borrower needing after call work. Help
filling out forms, etc.
10 Emails
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30 days past due
To all non-contacts from 30-day call campaign
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60 days past due
To all non-contacts from 60-day call campaign
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90 days past due
To all non-contacts from 90-day call campaign
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150 days past due
To all non-contacts from 150-day call campaign
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180 days past due
To all non-contacts from 180-day call campaign
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210 days past due
To all non-contacts from 210-day call campaign
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240 days past due
To all non-contacts from 240-day call campaign
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270 days past due
To all non-contacts from 270-day call campaign
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300 days past due
To all non-contacts from 300-day call campaign
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330 days past due
To all non-contacts from 330-day call campaign
7 Virtual phone calls
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45 days past due
105 days past due
135 days past due
165 days past due
225 days past due
285 days past due
335 days past due
5 letters
45 days past due
105 days past due
135 days past due
165 days past due
225 days past due
Phone and Address Skip-tracing
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90 days past due
Run all borrowers with bad phone numbers through Accurint
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Three attempts made to any new numbers found
180 days past due
Attempts made to any new numbers found
Address Skip-tracing on accounts with returned mail from letter campaigns
Send a report to schools monthly with new addresses
Dashboard Reports / Summary Reports
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Assessment and Evaluation of the SKCTC Default Management Plan
1. At the end of the academic year, the FA offices will submit to the VP of Student Affairs
four quarterly reports showing efforts performed by each office.
 Financial aid quarterly reports have been submitted by the FA director.
 Call center quarterly reports have been submitted by the Tier II call center
coordinator.
 Orientation agenda, attendee list and dates have been submitted.
2. A log of each student and all communications for the year will be submitted to the VP of
Student Affairs.
 Call center reports showing all KNECT, phone calls and e-mails have been
submitted.
 KHEAA monthly reports have been submitted of all communications and actions
taken to lower the CDR.
 Starfish reports for all communications submitted by faculty concerning students
have been submitted.
 Financial aid communications concerning default counseling have been
documented.
3. CDR numbers for both re-payment and default will be compared annually.
4. 2 year and 3 year cohort default rates will be compared from previous reported
percentages.
5. KHEAA Default Management Services will provide all assessment and evaluation
documents quarterly.
 KHEAA submits monthly CDMS reports to the President/CEO and the Vice
President of Student Affairs
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