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211 Student Loan Assistance Line
211 Student Loan Assistance Line
211 Student Loan Assistance Line
1
Call Introduction
2
Demographics
3
Debt Cancellation Information
4
Call Ending
Call Center Agent Name
(Required)
Incontact ID
(Required)
Call Type
(Required)
Use this field to distinguish between an initial call or a call back request.
Live Incoming Call
Call Back
Call back status
(Required)
If you are providing a call back please check appropriate box if call is not answered.
Caller Answered
Left Voicemail
Number not in service
Unable to leave voicemail
Caller unavailable
Inbound Call Greeting
;
Good morning/afternoon. Thank you for calling the 211 Student Loan Assistance Line. My name is _____ and I would be happy to assist you. I would like to start by asking a couple of quick questions to better guide the call. May I please have your name?
Use if you receive the callers voicemail
;
Hello, this is your requested return call. Please feel free to contact us back at the 211 Student Loan Assistance Line by dialing 2-1-1 and listening for the prompt. This line is open Monday – Friday from 9:30am to 6pm. Have a great day.
Use if someone answers the call
;
Good morning/afternoon, I’m calling on behalf of the 211 Student Loan Assistance Line and my name is (First Name). May I speak to (Name)? This call is being recorded for quality assurance.
Caller's Name
**The name field is
NOT
mandatory. If the caller does not want to provide their name, that is perfectly fine. Please say: “It’s fine if you aren’t comfortable sharing your name. I’m happy to still help answer your questions.”
First
Last
To ensure the best call experience possible, can you please tell me the language you feel most comfortable speaking in?
(Required)
English
Spanish
Sign
Unknown
Other
Thank you. Can you please hold while I connect with an interpreter who can assist to provide you with the best information? Thank you.
Language Line Instructions
Use Conference Hold to place the limited English speaker on hold. Dial: 1-800-822-5552
Please the provide the representative: Access Code: 5 7 4 1 0 0 (if you are asked for a Client ID provide 863882)
Provide the representative with the language needed and your: 6 Digit Employee ID # 3 Digit Program #
An Interpreter will be connected to the call.
Brief the Interpreter. Summarize what you wish to accomplish and give any special instructions.
ADD THE limited-ENGLISH SPEAKER to the line. Say “End of Call” to the Interpreter when the call is completed.
Tele Interpreter ID Number
(Required)
Please continue the call by completing the remainder of the form with the Tele Interpreter
Ending Call Early Reason
** Agents, this is only to be used if you have to end the call prematurely because the caller reached the line by accident, is a crisis call, or any other reason you need to end the call early. For regular calls, do NOT make a selection here.
Select option
Caller hangup/ disconnected
Crisis Caller
Curious Caller
Transfer to Supervisor
Wrong Phone Menu Option Selected
Other
Before we move on, I just want to confirm you've reached the right department. Are you calling today about student loan cancellation?
(Required)
Yes
No
Thank you. For quality assurance and to guide your call better, I have a few demographic questions. All information is optional and confidential.
How did you know to call us today?
(Required)
Radio
Television
Social Media
Email
Mailing
Unknown
Other
What town do you currently live in?
(Required)
It is fine for callers to decline answering this question. If caller declines or you are unable to answer the question, please write ‘Unknown’ in the text box.
What is your gender?
(Required)
Male
Female
Transgender
non-binary
declined to answer
What is your age?
(Required)
under 18
18-24
25-34
35-44
45-54
55-64
65 or above
declined to answer
Can you please provide your race?
(Required)
Black/African American
White
American Indian
Asian/Pacific islander
Refused
Unknown
Other
Are you Hispanic or Non-Hispanic?
(Required)
Hispanic
Non-Hispanic
Refused
Unknown
Thank you. Now let's talk about student loan cancellation. There are a few kinds, so let me ask you a couple question to get you the information you need. Have you worked full-time as a public service worker or had multiple part-time jobs as a public service worker?
(Required)
Yes
No
I don’t know
Ok, great. It sounds like your employment would qualify for the Public Service Loan Forgiveness program. Now let's talk about the status of your loans – what status are your federal loans currently in?
(Required)
Default
Past Due
In School Deferment
COVID-19 Repayment Pause
Actively Making Payments
I don’t know the status of my loans
I don’t know if my loans are federal
Definitions:
Default:
Student loan default means you did not make payments as outlined in your loan’s contract. Default timelines vary for different types of student loans. Most federal student loans enter default when payments are roughly nine months, or 270 days, past due. Federal Perkins loans can default immediately if you don’t make any scheduled payment by its due date.
Past Due:
The first day after you miss a student loan payment, your loan becomes past due, or delinquent. Your loans are in this status if you have missed a payment without making other arrangements like deferment or forbearance. This is a delinquent status prior to a loan going into default.
In School Deferment:
A status that can be requested/granted to borrowers who are enrolled at least half-time at an eligible college or career school that allows the borrower to stop making payments for the deferment period.
COVID-19 Repayment Pause:
Since March 2020, payments have been paused for most federal student loan borrowers due to the pandemic. Payments are currently due to resume after 12/31/22. Each paused month will count as a qualifying “payment” toward PSLF, even though no payment has been due, assuming the borrower has had qualifying employment. Please note that technically the payment pause is an “administrative forbearance.” You may see in written materials about PSLF that forbearance periods do not count toward PSLF. This is generally true, but the COVID payment pause is an exception.
Actively Making Payments:
Borrower has been making their monthly loan payments.
Default
(Required)
If you’re in default, you can still be eligible for the PSLF program. I’d like to text or email you a link to a webpage that has more detailed information about default loans and loan forgiveness, as well as a link to a webinar with more information. Would you like me to do that?
Yes
No
Past Due
(Required)
If you made payments but they were late, you are likely still eligible for cancellations through the PSLF program. I’d like to text or email you a link to a webpage that has more detailed information about how to handle past due payments and to maximize the amount of cancellation you could be eligible for. Would you like me to do that?
Yes
No
In School Deferment
(Required)
You are likely still eligible for President Biden’s debt cancellation, which will provide up to $10,000 to borrowers with federal student loans, and up to $20,000 for borrowers with Pell Grant loans. The loans that qualify include ones from before the 2022-2023 school year. Any loans from 2022-2023 do not qualify. The federal government has said that they will create an application process in late October. Would you like to be contacted via email or text when information on the application process becomes available?
Yes
No
COVID-19 Repayment Pause
(Required)
While we can’t give financial or legal advice, it’s sounds like you should apply for loan cancellation through PSLF and we would encourage you to do so. The first step is to start an application at studentaid.gov. Can I text or email you a weblink that will help you get started?
Yes
No
Actively Making Payments
(Required)
While we can’t give financial or legal advice, it’s sounds like you should apply for loan cancellation through the PSLF program, and we would encourage you to do so. The first step is to start an application at studenaid.gov. Can I text or email you a weblink that will help you get started?
Yes
No
Don't Know Status of Loans
(Required)
If you don’t know your loan status, you can log into your account at studentaid.gov in order to check on the types and statuses of your loans. I’d like to text or email you a link to a webpage and webinar with this information. Would you like me to do that?
Yes
No
Don't Know If I Have Federal Loans
(Required)
You can receive credit toward loan forgiveness no matter what type of federal student loan you have. However, depending on the type of federal loan you have, you may have to take additional steps.
Any Federal Direct Loan (Direct Loan) Program qualifies for PSLF. Federal Family Education Loans (FFEL) and the Federal Perkins Loans typically don’t qualify for the Public Service Loan Forgiveness program. HOWEVER, they may become eligible if you consolidate them into a Direct Loan. But they can only be consolidated under the PSLF waiver, which ends on October 31, 2022. And borrowers may also be able to receive qualifying credit for past payments made on those loans through the limited PSLF waiver.
Student loans from private lenders do not qualify for PSLF.
You can look up the types of loans you have at studentaid.gov. Would you like me to text or email you a weblink to this information and info about how to consolidate your loans?
Yes
No
Not Eligible for Public Service Loan Forgiveness Program
(Required)
Ok. It sounds as though you may not qualify for the specific Public Service Loan Forgiveness program. Luckily, though, you are likely still eligible for President Biden’s debt cancellation program which will provide up to $10,000 to borrowers with federal student loans and up to $20,000 for borrowers with Pell Grant loans. The loans that qualify include ones from before the 2022-2023 school year. Any loans from 2022-2023 do not qualify. The federal government has said that they will create an application process in late October. Would you like to be contacted via email or text when information on the application process becomes available?
Yes
No
Unsure if has Qualified Employment
(Required)
Ask caller if they work for any of the following employers, which would qualify as public sector.
I work for a federal (US Government) agency
I work for a state agency
I work for a city or town
I work for another local government entity
I work for a tribal college, university or public school
I work for a non-profit organization
I don’t work for any of these
I’m not sure if I work for any of these
Do you know your employer's EIN #?
(Required)
If you are still not sure, do you know your employer’s EIN #? This number will be on your W2 form. If you have it, we can search online using the EIN # to determine what your employment type is. We can go to https://studentaid.gov/pslf/employer-search/search-tool. I’m happy to help you do the search now, if you want.
Yes
No
EIN # Search
(Required)
Does EIN # search on studentaid.gov/pslf/employer-search/search-tool indicate that employer qualifies as public sector?
Yes
No
No EIN #
(Required)
Since we can’t determine right now whether your employment qualifies for the Public Service Loan Forgiveness program, I would like to text or email you links to some additional information to help you. Would that be okay?
Yes
No
Contact Info for Sending Information
Would you prefer that I text or email you the weblinks?
(**Agent, please go to 211ct.org now and text or email the resource before moving on.)
Phone Number for Texting Info
Email for Sending Info
Contact Info for Notification of Biden Loan Forgiveness Program Details
May I please have either your phone number or email so you can be notified once the details of the Biden loan forgiveness program are available?
Phone number to be notified when details of Biden loan forgiveness program are available
Email to be notified when details of Biden loan forgiveness program are available
OTHER TYPES OF CALLS
*For callers in crisis:
Use TEAMS chat or other communication channel to alert a supervisor as soon as possible.
*For curious callers with no real question/need:
Explain what the purpose of the information line is and what our hours are.
*For callers who pressed the wrong menu option:
–>Transfer callers in need of housing, food, utility assistance or other basic needs to ___
–>Transfer callers looking for 211 Child Care to ____
–>Transfer callers looking for 211 Child Development to _____
Do you have any other questions I can help you with today?
(Agents, please use the FAQ document and the Quick Reference Sheet to help answer any other questions.)
Call Notes
(Required)
Please enter any caller comments and notes regarding needs. If this call requires escalation to a supervisor please note here and reason for escalation.
Thank you for calling. I just want to remind you that the 211 Student Loan Assistance Line is available 9:30am-6pm Monday to Friday, and that you can register for helpful informational webinars by going to forgivemystudentdebt.org and clicking on ‘Webinars’ at the top. Have a nice day.
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