Communication Etiquette

Communication Etiquette

Do you need to reach a member of our AskAid team? 

Whether you send us an email, give us a call or stop by in person, we look forward to working with you. That said, our office manages a lot of contact from students, especially right before each semester starts. Financial aid is complex, and sometimes more complicated issues may need more time or be referred to a specialist for further research. 

All students are expected to follow the Dean of Students Code of Conduct which is in place to create a safe, healthy, and responsible environment that allows students, faculty, and staff to be successful in their daily endeavors and to achieve long term goals. We reserve the right to report interactions which contain profanity, name calling, or threats. 

Helpful resources: 

As you reach out to us, we recommend following these simple guidelines to foster positive interactions and quicker response times.

Email Etiquette

Email Dos

Do be professional. Including identifying information like your name and student ID number as well as using proper punctuation and grammar can help us provide more customized and accurate information
Do be concise. Including unnecessary details or repetition can make it difficult to discern your question(s).

Do email from your school email. All official university business should be handled through your Arizona Catmail. There are even laws that prevent us from responding to a non-Arizona email address. 

Do have proper permission to speak to our office. If a parent or supporter is emailing on your behalf, ensure they have authorization to speak with our office. The Family Educational Rights and Privacy Act (FERPA) requires the university to obtain the student’s written consent prior to the disclosure of personally identifiable information from the student’s education records. Instructions to set up FERPA access for parents and supporters is available at https://arizona.app.box.com/s/4dafmhh8ba9968phfaf3jmxtt1x0d3t6

Email Dont's

Don’t send multiple emails about the same topic. While sending a duplicate email or reaching out again may seem like it would help get a quick response, repeated contact tends to confuse our system and can delay response times further. 

Don’t forget to check resources such as your Catmail, UAccess Student Center and our website before emailing. Information on things like scholarship renewal, expected timeframes, and appeals often can be found online. We also try our best to include information about your options and expected timeframes within our official emails and UAccess notices. 

Don’t expect an immediate response. OSFA cares about you and your individual needs and circumstances and works diligently to respond to all email inquiries as quickly as possible. Because we assist such a large number of students, it can take up to three business days for an email response during most of the year, and up to five business days during our peak seasons including August and January.

Don’t forget to be respectful. We know financial aid can be a nerve-wracking topic and our AskAid team members are here to help you navigate these rules. Some of the frustrations that can come with financial aid-- such as federal regulations or processing times--are out of their control, so please be respectful towards them. 

Phone Etiquette

Phone Call Dos

Do be professional and respectful. Many of our AskAid team members are University of Arizona students-- just like you or your Wildcat. They are passionate about helping their fellow students access funding for their college education. Showing mutual respect and goodwill can help us partner to come to the most favorable resolutions. 

Do make sure to have identifying information ready (such as your 8-digit student ID number) when calling our office. We may not be able to find your account without it. Having this information ready can help us expedite your response and keep wait times lower for others. 

Do try to be prepared for your phonecall. Make sure you are calling from a location where you will be able to speak. If you requested a callback, keep your phone near you with the ringer volume turned up so you don't miss it.

Do have proper permission to speak to our office. We take your security seriously. If a parent or supporter is calling on your behalf, ensure they have authorization to speak with our office. The Family Educational Rights and Privacy Act (FERPA) requires the university to obtain the student’s written consent prior to the disclosure of personally identifiable information from the student’s education records. Instructions to set up FERPA access for parents and supporters is available at https://arizona.app.box.com/s/4dafmhh8ba9968phfaf3jmxtt1x0d3t6

Phone Call Dont's

Don’t request multiple call backs. While requesting multiple callbacks may seem like it would help get a quicker response, repeated contact tends to confuse our system and will prevent others from being able to reach our office. 

Don’t expect an immediate response. During peak times such as the start of the semester, our wait times may reach as high as an hour. Please know we are doing our best to get back with you quickly.

Don’t forget to check resources such as your Catmail, UAccess Student Center and our website before calling. Information on things like scholarship renewal, expected timeframes, and appeals often can be found online. We also try our best to include information about your options and expected timeframes within our official emails and UAccess notices.