Highline College’s Financial Aid department has been in the limelight recently, and for all the wrong reasons. Students voiced their concerns and faculty advocated at a Board of Trustees meeting last week. The effort to reform the department is ongoing under new leadership.

The ThunderWord has collected student testimonials alongside the results from a recent survey conducted across campus. One response to that survey read, “I’ve had ongoing issues with [the Financial Aid department] every single quarter but this is by far the worst quarter of them all especially when you can’t even get a response from them or get a hold of them.”

The ThunderWord reached out to both the Financial Aid department and its Director Corinne Soltis twice, but like many students, the requests for comments have gone unanswered.

The survey concluded that the height of troubles come with getting into contact with the department at all, followed by conflicting or confusing information about financial aid. 

Only 15% of the survey respondents reported being able to resolve their concerns, and a quarter reporting negative or unprofessional interactions with staff of the department. 

While the demographic findings show larger impacts on first-generation and BIPOC students, it should be noted that 72% of respondents reported being a first-generation student, and only 21% described themselves as white. The breakdown on the demographics of respondents can skew conclusions indicating these issues ‘disproportionately’ affecting these demographics. 

Multiple respondents noted that the financial aid process was easier at other colleges, and have considered leaving Highline for other schools in order to receive financial aid. 

Issues with not receiving financial aid impact more than just tuition. Students rely on disbursements and refunds to pay bills, pay for food, and use public transportation to make it to class in the first place. 

One response to the survey read, “I shouldn’t be this stressed out worrying about if I ain’t gonna have a roof over my head because I didn’t get enough financial aid or loans to cover it let alone I shouldn’t even have to take out loans, but I do just so I can get by. I have had to miss out on meals because of this, and have had to borrow money from family and friends in order to pay for my ORCA card and my phone bill.”

Another read, “Every term, I face the same exhausting cycle: delays, unclear communication, and a lack of accountability. It feels like the system is designed to push students to the edge, without regard for who’s inside or what they’re going through. These issues have directly affected my ability to pay for tuition, books, transportation, and basic needs like food and housing. The uncertainty forces me to spend hours chasing answers, drafting appeals, and trying to protect my enrollment—time and energy that should be going toward my education. The emotional toll is heavy. It’s not just frustrating; it’s dehumanizing. The system treats students like numbers, not people, and it shows.”

Students have been dropped for non-payment while money is still being processed, preventing them from completing coursework and faculty from grading assignments. Extra, unnecessary fees have been added onto the tuition of international students, despite the higher tuition rate of international students. 

Some faculty blame the high turnover rate for leaving the department without institutional knowledge. According to VP of Human Resources Melanie Lawson, only two Financial Aid officers have left Highline College in the past 12 months. 

At the Nov. 12 Board of Trustees meeting, faculty came prepared with student testimonials in an attempt to impress upon the Board of Trustees just how dire the situation really is. The Board of Trustees listened silently as Dr. Anne Korn shared the story of a student who relied on financial aid refunds to support their family after the death of that student’s mother. Once Dr. Korn’s time concluded, the Board moved on without acknowledgement. 

One anonymous faculty member shared, “We need trauma-informed training” within the department. They cited the tactless display of a multi-hundred dollar lego set in the Financial Aid office for students to view as they try to find their own funding for basic necessities. 

The path to financial aid is a long and arduous process, and usually undertaken by those with a financial need. These students are already under stress with the rising cost of living. 

At the meeting, faculty member Jodi White said, “Students are suffering. Their humanity and dignity are under assault from our [Financial Aid department]…Collaboration and trust have broken down. There seems to be a culture that students are trying to get away with something. More and more barriers are put up every day.” 

White said in another email, “I have not seen an effort to address what students consistently report as a [Financial Aid] culture of ‘power over’ where students are suspect, their individual needs disregarded, and relationships with faculty are contentious. These problems are obfuscated with discussions of systems, staffing, and regulation. Our students have experience at other colleges, and they’re telling us that it doesn’t need to be like this.” 

Another faculty member said, “Recently I have noticed when I have helped students the information [the Financial Aid department] is providing is wrong or links are not working. For example, a student had an official number they needed to call through CTClink but that number was wrong. If students are being provided the wrong information, how are they expected to complete anything with [the Financial Aid department] on top of additional barriers?”

The Financial Aid department has offered two solutions: the Financial Aid Advisory Council looking for student participation and a monthly ‘Lunch and Learn’ session for faculty and staff.

In a public statement to the ASHC, the Executive Cabinet said, “Our goal is to ensure the Financial Aid office serves as a welcoming, supportive resource for all students—a place where every student feels valued, respected, and assisted throughout the process. To that end, College Leadership continues to work with Financial Aid, Student Services and with our faculty and staff to address the issues impacting students’ access to aid. 

“We are in the process of launching a Financial Aid Advisory Council, which is scheduled to start meeting [late November]. We would like to have the participation of one or two student representatives if ASHC is able to help us recruit a couple of students. We will follow up with the results of the Advisory Council and other specific actions and steps that are being taken by the end of fall quarter.”

The first meeting of this council will take place on Nov. 24 from 2 p.m. to 3:30 p.m., and will focus on clarifying the full financial aid process. 

So far, the search for student participation hasn’t yielded anything, according to the ASHC. 

The ‘Lunch and Learn’ series begins Thursday, Nov. 20 and consists of an informational presentation followed by an open Q&A. 

Faculty member Shannon Waits responded to the proposed ‘Lunch and Learn’ schedule, saying, “The Financial Aid office, under this leadership, has a history of holding information sessions for staff and faculty only after a build-up of complaints, unaddressed student concerns, and documented practices that create barriers and limit student access to aid… 

“At this point, these sessions feel more like reputation management rather than a response to concerns that have been elevated to the Board and Trustees and the college’s Executive Leadership. Students deserve to be heard and responded to – and the same is true for staff and faculty.”

Acting President and VP of Student Services Dr. Jamilyn Penn said resolutions have to be a collaborative effort, but faculty felt their contributions were limited when one of the information sessions was scheduled during the holiday break (Dec. 18) when faculty are off contract, which would severely limit turnout to these events. 

When this concern was brought up to the Financial Aid office, instead of changing the date, they simply changed the focus of that session to a different topic. 

Cait Cramer responded to the topic change, saying, “The problem with the [Dec. 18] date is not what topic is going to be covered. Faculty and faculty advisors are involved in supporting students at every point of their academic process and with all aspects of their endeavor here at Highline, including financial aid. There is no topic that would reasonably be something that ‘faculty don’t need to know’[.]”

Cramer’s statement was sent to all faculty and staff, and it wasn’t until then that the Financial Aid office moved the session to a more accessible date. 

Pressure is mounting on the Financial Aid office to reform policies and procedures that safeguard students access, dignity, and ease. Faculty are digging into the problem and advocating for meaningful change, despite the fear of retribution. About that fear, one faculty member said, “It’s worse for me to watch this than be retaliated against.” 

All eyes are on Dr. Penn and Director Soltis going forward to see what actions will be taken to rectify these circumstances. 

**Mavrie has been serving as editor for the ThunderWord since 2024. She is also the founding president of Highline’s Non-fiction Writers Circle.**