The national office membership services staff fields about 4,000 calls per month during peak time and 3,000 calls per month during other times of the year. In addition, the staff deals with about 500 letters per year, and countless
e-mails from conferences and member institutions.

Provide staff with greater discretion when legislation and interpretations are not "on point."

Staff directed to "flag" legislation and interpretations that negatively impact student-athletes.

A total of 1,062 waivers were filed last year.

Increase staff authority when appropriate.

Better use of technology (online waiver precedent, electronic waiver "mailings," permit online submission of waivers).

Survey membership for ways to improve the initial-eligibility waiver process.

A total of 156 waivers were filed last year.

Consider giving staff the authority to approve certain waivers.

Increase use of technology (more education via the Web, allow institutions to track the progress of a case via the Web, permit electronic submission of waivers).

A total of 1,423 cases were filed last year with the Divisions I, II and III reinstatement groups.

Staff to exercise greater discretion in deciding cases -- increased flexibility.

Better use of technology (electronic submission of requests, e-mail of decision letters).

Consider eliminating requirement of documentation for repayment plans.

Consider increasing the number of
de minimis violations in recruiting and explore adding de minimis bylaws to financial aid legislation.

A total of 525 cases were submitted last year to the Divisions I, II and III groups.

Expansion of staff authority when precedent does not exist.

Potential reduction or elimination of required documentation.

Consider granting conferences the authority to approve waivers when precedent exists.

Consider permitting staff to give verbal approval in certain instances.

A total of 186 requests were filed last year.

Consider expansion of authority for conference offices to administer the extensions.

Consider expansion of staff authority to grant relief in extraordinary situations.

A total of 56 orientation visits and 36 evaluation visits occurred in 2003-04.

Reduce time institutions must spend on the certification process.

Develop Web-based certification process.

Review potential structural changes to reduce the scope and increase the efficiency of the program.

A total of 218 proposals were submitted last year.

Increase use of technology (send comment and override information electronically, continue to send many legislative publications electronically in Divisions II and III, educate on use of LSDBi).

More responsive outcomes

Examples of recent cases in which, after thorough examination of all mitigating circumstances, decisions were reached that were different from those that would have been reached through case precedent.

Situation: Miscommunication between women's basketball transfer student-athlete and academic advisor results in student-athlete not meeting six-credit-hour requirement to receive financial aid.

Outcome: No repayment due to mitigating circumstances.

* * *

Situation: Athletics department provides several student-athletes with off-campus stipends, contrary to institutional policy. Funds are equal to what the athletes would have received had they been living on campus. Institution indicates student-athletes had no knowledge that their receipt of funds violated policy.

Outcome: Eligibility reinstated and relief from payment provided based on totality of circumstances.

* * *

Situation: Track and field student-athlete enrolls in a foreign institution for the 1998-99 academic year and the 1999 fall semester. However, the institution was closed for the 1999 spring and fall semesters because of war in that country. The student-athlete transfers to an NCAA institution, competes and receives athletics aid for the 2000 spring semester and the 2000-01, 2001-02 and 2002-03 academic years. Institution notes that the student-athlete is eligible to receive aid for a fifth year since she will complete her baccalaureate degree in her sixth year of enrollment (2003-04 academic year). The student-athlete then decides to pursue coaching in her sixth year of enrollment. Institution seeks a waiver of the undergraduate assistant coach legislation, noting she meets all the requirements of the legislation except for the fact that she is in her sixth year of enrollment.

Outcome: Waiver granted because the student-athlete's "clock" was interrupted by circumstances beyond her control.

* * *

Situation: Institution's men's tennis team wants to conduct tryouts and begin practicing during the nontraditional season beginning September 4, 2003, noting that school's first day of classes is September 3. Institution schedules a tournament with six other schools. The institution announces in late July that because of unexpected delays in a housing project, the first day of classes will be moved to September 8. Athletics department requests a waiver of nontraditional-segment legislation.

Outcome: Waiver granted, provided institution adheres to length-of-season limitations.

* * *

Situation: Institution requests a waiver for coaches and staff to attend funeral of a prospective student-athlete, noting that the funeral is scheduled during a quiet period and that it is likely that prospects connected with the deceased will attend. Thus, institution notes there may be incidental, unavoidable contacts with the attending prospects or their parents.

Outcome: Waiver of quiet-period legislation granted, provided no recruiting occurs.