The text default it usually defined by Word, and the problem comes when someone changes the font to another one manually. You need to edit the Word template styles (not endnote) to use the correct fonts – usually check what the “normal” style is in word and change it to the style that predominates in the document. It usually changes everything automatically if other paragraph styles are set up correctly.
(In word, on the Home tab, In the “styles” section of the ribbon, see Normal click on it and modify to change the font to New Times Roman).
If you are willing to upload the file to dropbox or similar cloud location and share the file (can private message me the link thru clicking on my name in Blue above and choosing to message me), I can look at it for you. Do you know where she plans to publish it? What output style have you selected?