Cut through the FAFSA confusion: Strategies to support families
When Melanie Muenzer joined our recent webinar, she wasn’t just another expert breaking down FAFSA updates, she was one of the people behind them.
As former Chief of Staff to the Under Secretary at the U.S. Department of Education, Melanie spent years navigating the policy, pain points, and pressure of FAFSA reform. Now, as president of Empowered Higher Education Consulting, she helps campuses turn policy shifts into practical strategies that support students and families.
In our recent webinar, we explored what’s new for the 2026–27 FAFSA, what past cycles have taught us, and how institutions can build family trust through better communication and collaboration.
FAFSA may be simpler this year, but affordability and clarity remain top of mind. In fact, 65% of prospective families say final net cost is the most important factor in choosing a college, yet satisfaction with tuition as a worthwhile investment has dropped from 77% to 59% since last year. That gap highlights how vital it is for institutions to communicate value clearly because for families, communication is just as important as the form itself.
The biggest takeaways from our conversation with Melanie: this year’s FAFSA is smoother but success depends on more than system updates. Collaboration and consistent communication are what help families feel confident, informed, and supported throughout one of higher education’s most stressful processes.
The 2026-27 FAFSA really is smoother
After a rocky 2024–25 rollout, Melanie says the Department has learned from experience. In addition to last cycle’s improvements, now two of the biggest frustrations, identity verification and parent “contributor” access, have been fixed.
Students can now invite contributors via email, making it far easier for parents or other family members to complete their sections securely. Real-time identity verification also means most families can finish the form in one sitting, making “FAFSA nights” truly one-and-done.
After years of frustration, these updates are tremendous improvements, especially for families who got stuck in the old system.
Best practices for first-year and returning families
FAFSA support isn’t one-size-fits-all. First-year families and returning families face different challenges and both need proactive, clear communication to stay on track.
First-year families: Clarity from the start
For families completing the FAFSA for the first time, even small uncertainties can create major roadblocks. Melanie emphasized the importance of meeting these families with step-by-step guidance and reassurance.
Provide checklists and plain-language guides. Families want to know exactly what to expect and when. Simple visual guides or one-page “FAFSA playbooks” help demystify each step.
Host early FAFSA info sessions. Virtual or recorded sessions can reach busy parents and create a safe space for questions. Seeing a real person walk through the form helps families feel supported.
Use multiple communication channels. Email is still the preferred method of communication, but text reminders can be the nudge families need to meet key deadlines.
Highlight critical dates. Deadlines can vary by state and institution; making them visible early prevents missed aid opportunities.
Returning families: rebuilding confidence
Returning families may know the FAFSA drill, but past frustrations can linger. Some had forms rejected or delayed in previous years and now approach the process with skepticism or stress.
Show what’s changed. Share short, clear updates about improvements to the 2026–27 FAFSA like simpler contributor invitations and real-time verification.
Address prior pain points directly. Acknowledge the challenges of past years and reassure families that the process has improved.
Keep it concise. A “What’s New This Year” summary in email, text, or your parent portal can go a long way toward rebuilding trust.
Offer quick, human help. One-on-one sessions or Q&A opportunities can make families feel seen.
Communication gaps hit first-gen and low-income families hardest
Simplifying the form doesn’t automatically solve the communication problem. Many families still feel lost when it comes to process, deadlines, verification, or understanding the aid they’re eligible for and how it influences their out-of-pocket costs.
In fact, 54% of low-income prospective families and 65% of current first-generation families struggle to find information about financial aid.
Melanie urged campuses to meet families where they are — in the languages they speak and on the channels they trust. Using interpreters, offering multilingual materials, and creating plain-language guides can bridge these gaps. As she put it, the goal isn’t just outreach; it’s understanding.
She also encouraged institutions to pair early reminders with clear instructions, noting that “there’s probably not too many reminders you can send.”
Use FAFSA data to connect families with broader support
Beyond determining aid packages, Melanie encouraged institutions to use FAFSA data as a student success signal. The data collected can often identify who might qualify for benefits like SNAP or Medicaid, and a well timed reminder about deadlines for these additional support services can be the difference between a student arriving or thriving.
“FAFSA is the first step toward affordability,” she said, “but it’s also a gateway to everything that helps a student stay enrolled.”
It’s a shift from viewing FAFSA as a form to seeing it as a student success resource. When campuses and community partners coordinate outreach, families get not just aid, but access to the full network of resources that make persistence possible.
Cross-department collaboration is key to FAFSA success
“From getting a student and family to fill out the FAFSA form, to getting them enrolled, to helping them finish their degree, there are a lot of people who help along that journey.”
Melanie urged campuses to bring together financial aid, basic needs, advising, and community partners regularly. “Working as a group, you can develop effective language, share what’s working, and address barriers together,” she said.
And if collaboration leads to a better experience for families? “That’s how you build trust and that’s how students succeed.”
This starts with transparency, continues through proactive communication, and ends with families who feel confident navigating one of higher education’s most stressful seasons.
With CampusESP, institutions can make that communication easier and more coordinated by sharing clear, consistent updates across email, text, and portals so families always know where to turn and what comes next.
