UC Davis

This qualitative study explored the experiences of low-income Latinx and Black students navigating the financial aid process at a large, public research university. Through semi-structured interviews with five students and six financial aid administrators (FAAs), this study reveals the critical role FAAs play in shaping students' experiences with the financial aid process. The findings demonstrate that FAAs can humanize the financial aid process by utilizing a holistic, intentional, and affirming advising approach, leading to increased feelings of care, familiarity, and trust among students. Moreover, this study highlights the role FAAs play in empowering students by providing access to funding, transferring critical knowledge, and developing sustainable networks and programs that benefit students. The findings of this study have implications for financial aid policy, practice, and future research and suggest that institutions, professional organizations, and the Office of Federal Student Aid can work towards creating a more equitable financial aid landscape by centering on the needs of low-income and historically marginalized students and the FAAs who support them. By developing a model of serving based in equity, investing in diverse and well-trained FAAs, and adapting policies and practices to address the needs of this population, higher education institutions can make positive financial aid experiences the norm for low-income and historically marginalized students.