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Outstanding institutional balances can quickly become a barrier to student persistence. For institutions, managing these balances often requires significant staff time and resources, while unresolved balances can prevent students from continuing their education.

At Wichita State University Campus of Applied Sciences and Technology (WSU Tech), leadership recognized that many students with outstanding balances still intended to continue their education but needed support navigating repayment options. To address this challenge, WSU Tech partnered with Inceptia to provide proactive, student-centered outreach designed to resolve balances and remove barriers to enrollment.

Institutional balances create challenges for both students and institutions. Students with unpaid balances may be unable to register for future terms, access transcripts, or continue progressing toward completion. At the same time, campus staff often face the difficult task of reaching hundreds or even thousands of students to discuss repayment options and resolution pathways.

WSU Tech identified an opportunity to provide additional support to students while also reducing the administrative burden on internal teams. By implementing Institutional Balance Outreach (IBO), the institution aimed to:

• Connect directly with students who had outstanding balances
• Provide clear guidance on resolution options
• Reduce institutional receivables
• Support students in continuing their education

WSU Tech loaded approximately 1,800 student accounts into the IBO program. Through proactive outreach, Inceptia counselors worked directly with students to explain their balances, discuss resolution options, and help them take steps toward clearing their accounts. This knowledgeable and compassionate engagement helped students better understand their financial obligations while giving them a clear path forward.

“ Every student we help stay enrolled is one more individual moving toward a career, contributing to our workforce and making a better life for their families. This work is about meeting students where they are, helping them understand their options, and removing barriers so they can stay on track, complete their education, and keep moving forward.”

– Lacey Ledwich, FAAC, Executive Director
Student Financial Services, WSU Tech

The program also provided significant operational support for WSU Tech staff by managing large volumes of student communication and balance discussions.

Within 12 weeks, the program produced measurable results:

• Balances decreased by more than 55%
• 1,179 student accounts resolved with an averageresolved balance of $652

In addition to financial outcomes, the program significantly reduced the workload for WSU Tech’s internal teams.

Without the program, staff would have needed to personally contact hundreds of students to discuss their balances and resolution options. Instead, Inceptia’s outreach team handled these conversations, allowing WSU Tech staff to focus on other institutional priorities.

According to WSU Tech staff, the program also delivered strong customer service support, with quick response times and effective student communication.

Inceptia, a nonprofit organization, provides innovation and leadership in higher education access and success through engaging and empowering students and streamlining processes.