Communicating through change: navigating financial aid policy shifts as chief executive of NASFAA

Research methodology This case was developed using secondary sources, including online news outlets, academic databases and academic textbooks. Case overview/synopsis In early 2025, amid sweeping federal policy changes under President Trump’s second term, Melanie Storey, the newly appointed President and Chief Executive of the National Association of student Financial Aid Administrators (NASFAA), faced a complex leadership challenge. The administration’s executive orders, including efforts to dismantle the U.S. Department of Education and transfer oversight of the $1.7 trillion student loan portfolio to the Small Business Administration, created uncertainty for millions of student loan borrowers and financial aid professionals. The resulting disruption, including widespread federal staff layoffs and technical failures in financial aid systems, intensified concerns about access to student loans and repayment options. As the leader of NASFAA, Storey had to navigate these turbulent changes while ensuring that her constituents had the guidance and resources needed to adapt. To succeed, she needed to apply change management principles to craft an effective multi-stakeholder communication strategy and highlight quick wins to maintain stakeholder confidence. This case challenges students to think strategically about how leaders can manage change amid uncertainty, engage stakeholders and build momentum for long-term solutions in a high-stakes policy environment. Complexity academic level This case is designed for upper-level undergraduate strategic communication students, particularly those in courses that dedicate time to leadership and change management communications. It should be taught after students have been introduced to concepts related to stakeholder theory and strategic communication planning so that they can integrate those foundational concepts in the activity and discussion.