By Beckie Supiano

Denver

Unemployment and a changing work force are pushing a growing number of nontraditional students to pursue higher education. As they do, college financial-aid offices must learn to communicate effectively with that population. Two financial-aid professionals from Ohio, a state with higher-than-average unemployment, shared what they have learned in working with adult students at a session here at the annual conference of the National Association of Student Financial Aid Administrators on Monday.

Communicate early. At Antioch University Midwest, the financial-aid office works to give students a breakdown of tuition, fees, and estimated aid eligibility as soon as possible, said Kathy John, director of financial aid. They also talk through students' options for consolidating their loans, loan forgiveness, and different repayment options early on. "The more they know, the better," she said.

Communicate often. Cuyahoga Community College sends its students annual letters detailing their total education borrowing to date and an estimated monthly payment based on that amount. "We really hope students are making conscious decisions," said Angela Johnson, executive director of enrollment operations and financial assistance. At Antioch, the aid office reaches out to students who have not registered for classes or are not enrolled in enough hours to maintain their aid a week before aid payments are sent out.

Use multiple forms of communication. While many colleges are moving more of their correspondence with students online, not all adult learners are comfortable using technology, Ms. John said. While some students are savvy about doing everything online, others will call the aid office to walk them through an electronic form or are completely uncomfortable using a computer.

Communicate with other departments on the campus: At Cuyahoga, financial-aid counselors and academic advisers work together to get students who are at risk of losing aid eligibility for academic reasons back on track.