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“Nightmares” and “horror stories”: Experiences of higher education staff navigating public service loan forgiveness

Authors

  • Z. W. Taylor Georgia State University https://orcid.org/0000-0002-6085-2729
  • Elizabeth Rainey Fordham University https://orcid.org/0000-0001-9924-394X
  • Debra Carter The University of Kansas
  • Allison Maldonado Stanford University
  • Dana George The University of Alabama
  • Patrick Ziegler Earnest Financial
  • Karla Weber Wandel University of Wisconsin–Madison

DOI:

https://doi.org/10.14507/epaa.34.9346

Keywords:

finance, loan forgiveness, PSLF, public service, higher education staff, student loans, college students, student loan debt

Abstract

The Public Service Loan Forgiveness (PSLF) program has not been investigated through the eyes of borrowers working in the field of higher education. This study engages with 30 full-time higher education professionals from 26 different institutions of higher education to share their experiences navigating PSLF. Through Bronfenbrenner’s (1979, 1994) ecological systems theory, findings suggest borrowers struggled with PSLF’s complexity and suffered from poor or absent communication from the U.S. Department of Education, loan servicers, and institutional employers. Ultimately, borrowers felt forced to seek support outside of these entities to matriculate through PSLF. Implications for research, policy, and practice are addressed.

 

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Author Biographies

Z. W. Taylor, Georgia State University

Z. W. Taylor, PhD, is a project manager of student engagement at Georgia State University and the 2025 NASFAA Golden Quill Researcher of the Year award winner.

Elizabeth Rainey, Fordham University

Elizabeth Rainey, EdD, is the inaugural Vice Provost for Student Success at Fordham University, bringing over 22 years of higher education leadership experience—from roles at Loyola University New Orleans, Columbia University, and New York University—to advance student retention, first-year experience, and holistic student development.

Debra Carter, The University of Kansas

Debra Carter, EdD, serves as an enrollment analyst for The University of Kansas School of Professional Studies. With extensive experience in higher education Debra has dedicated her career to holistically supporting students as they face transition and change.

Allison Maldonado, Stanford University

Allison Maldonado, PhD, is a Scientific Grant Writer and Program Manager at Stanford University, where she supports multidisciplinary research initiatives and develops competitive grant proposals that advance the university’s scientific and institutional goals.

Dana George, The University of Alabama

Dana George, EdD, is the Business Engagement and Research Operations Manager for The University of Alabama at GulfQuest, where she leads research partnerships and serves as a liaison between academia, industry, and external stakeholders.

Patrick Ziegler, Earnest Financial

Patrick S. Ziegler is a Senior Account Executive for Campus Relations at Earnest, where he leads campus partnership sales and marketing for the company’s suite of private education loans. Based in the Albany, New York area, he is also an active volunteer with state and regional financial aid associations, supporting FAFSA completion events and financial aid outreach initiatives.

Karla Weber Wandel, University of Wisconsin–Madison

Karla Weber Wandel, MS, is the Communications Manager for the Office of Student Financial Aid at the University of Wisconsin–Madison, where she has served for 18 years in roles advancing student support and financial aid communication. A Wisconsin native with a master’s degree in Communications and Public Relations from Purdue University, she also works nationally as a Satisfactory Academic Progress (SAP) consultant with John Burton Advocates for Youth (JBAY), helping institutions improve and simplify access to higher education.

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Published

2026-03-10

How to Cite

Taylor, Z. W., Rainey, E., Carter, D., Maldonado, A., George, D., Ziegler, P., & Weber Wandel, K. (2026). “Nightmares” and “horror stories”: Experiences of higher education staff navigating public service loan forgiveness. Education Policy Analysis Archives, 34. https://doi.org/10.14507/epaa.34.9346

Issue

Vol. 34 (2026)

Section

Articles

License

Copyright (c) 2026 Z. W. Taylor, Elizabeth Rainey, Debra Carter, Allison Maldonado, Dana George, Patrick Ziegler, Karla Weber Wandel

Creative Commons License

This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.