Inbound Financial Aid Call Center Services

The Vendor is required to provide to procure inbound financial aid call center services that provide responsive, accurate, secure, and compliant support for student financial aid inquiries across a multi-campus college environment.
- Provide a high-quality learning experience for its students at a reasonable cost and to serve as a good steward of public funds.
- Provides quality teaching and learning through a clearly defined set of programs, services, and partnerships that include:
•    University transfer programs 
•    Workforce education programs 
•    Technical programs 
•    Customized training 
•    Developmental courses 
•    Adult literacy courses 
•    Lifestyle and community learning, including continuing education
- Employees approach their work through strategies for five goals:
•    Enhance access and support for student success 
•    Elevate educational quality for optimal student outcomes 
•    Promote excellence in community engagement 
•    Ensure responsible stewardship of resources 
•    Transform lives and communities through education
- Hours of Operation
•    The Contractor shall provide service coverage during the District’s required operating hours unless otherwise approved in writing by the District.
•    Non-Summer Hours: Monday through Thursday, 8:00 a.m. to 7:00 p.m. Central Time; Friday, 8:00 a.m. to 5:00 p.m. Central Time.
•    Summer Hours: Monday through Thursday, 7:30 a.m. to 7:00 p.m. Central Time, generally from mid-May through the end of July, or as otherwise directed by the District.
•    Peak-Term Saturday Coverage: Up to two Saturdays per fall term and up to two Saturdays per spring term, 9:00 a.m. to 4:00 p.m. Central Time.
- Shall identify all call center locations, including primary, secondary, backup, overflow, and remote service locations, and shall demonstrate business continuity coverage for each location.
- Staffing and Operational Continuity
•    Ability to provide qualified staff, supervisory oversight, continuity planning, and surge support during peak periods.
•    Ability to maintain service levels during staffing disruptions, outages, or volume spikes.
- System Support Capabilities
•    Ability to support operations involving Ellucian Colleague or equivalent student information system environments.
•    Ability to support documented workflows, escalation handling, and reporting visibility for District operations.
- Reporting and Quality Assurance Functionality
•    Ability to provide measurable service-level reporting, quality assurance controls, escalation management, and corrective action support.
•    Ability to provide sample reports, metrics, and comparable client performance evidence.
- Implementation and Training Support
•    Ability to provide a structured implementation plan including timeline, roles, training, and deliverables.
•    Ongoing support and refresher training options must be clearly defined.